Purpose
Some clients face reading and writing barriers they never name. Staff are not there to diagnose. Your role is to notice barriers, ask respectful questions and offer support.
Ground rules
- Never suggest a diagnosis or label.
- Never ask a client to get tested as a condition of service.
- Ask every client the same core questions. This avoids singling anyone out.
- Let the client decide what to share.
- Record needs and supports, not guesses about causes.
Step 1: Ask every client these questions
- "How do you prefer to get information: reading, listening or watching?"
- "Would you like me to read this form with you?"
- "Which parts of past jobs felt easiest?"
- "Which tasks took you more time than others?"
- "Have any tools helped you before, like phone apps or audio?"
- "Is there anything that would make today easier?"
Step 2: Notice possible barriers
These signs may point to a reading barrier. They prove nothing on their own.
- Client asks to take forms home.
- Forms come back incomplete or with skipped sections.
- Client prefers to talk rather than write.
- Strong verbal skills but short written answers.
- Client avoids online job applications.
If you notice signs, offer support. Do not comment on the signs.
Step 3: Offer supports right away
- Read forms aloud or complete them together.
- Offer documents in plain language.
- Offer audio or video versions.
- Show free text-to-speech tools on their phone.
- Break tasks into short steps.
- Give a written summary with bullet points.
Step 4: Record needs, not labels
Client ID: ________ Preferred format: ________ Supports offered: ________ Supports accepted: ________ Follow-up date: ________
Wrong: "Client probably has dyslexia." Right: "Client prefers verbal instructions. Accepted help with forms."
Step 5: Referral pathways
Offer referrals as options. The client chooses.
| Need | Referral type | Local contact |
|---|---|---|
| Build reading and writing skills | Adult literacy program | ________ |
| Workplace tools and technology | Assistive technology service | ________ |
| Job search support | Employment services provider | ________ |
| Wants to explore a learning assessment | Community or post-secondary assessment service | ________ |
| Training funding | Provincial or federal skills program | ________ |
Script for offering a referral
"Some people find it helpful to work with a reading program or try new tools. Would you like information on that? It is completely your choice."
Staff check
- I asked the core questions of every client today.
- I recorded needs, not labels.
- I offered a choice, not a requirement.
Sources
Free to use and share with credit. Skills Council of Canada and Fraser Academy. Version 1.1, last reviewed October 13, 2026. Status: Quality audited.