CHANNELS. Harold and Sonja dish on making every day a Jiffy Day for people with disabilities...

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1 Volume 1.1 UPDATED AND EXPANDED AODA Integrated Accessibility Standards Regulation (IASR) + Information and Communications Standard + Employment Standard Why is this man smiling? We reveal scenes from the videos [spoiler alert] Get the facts Accommodation examples Sonja Says! a lot of good things Boris and his minions learn to design for accessibility Harold and Sonja dish on making every day a Jiffy Day for people with disabilities...

2 Welcome to HRPA TV I n Volume 1 of HRPA TV we provided information around some of the requirements of the Employment Standard of the Integrated Accessibility Standards Regulation (IASR). Since then we have added five more episodes to the Harold Jeepers Collection for a total of 11 informative and entertaining vignettes. That s why we have released this updated and expanded Volume 1.1 of HRPA TV to include insights and information regarding some of the requirements of the IASR s Information and Communications Standard. To gain more understanding of the impact of the Employment Standard and the Information and Communications Standard, here are three suggestions for what you can do right now: 1. Build your own awareness by watching the Harold Jeepers videos and reading this edition of HRPA TV. 2. Send this edition of HRPA TV and the Harold Jeepers videos to others to build their awareness. 3. Start conversations with your managers and supervisors so that they are aware of the Employment Standard and the Information and Communications Standard. It all started with the Customer Service Standard. Go to to learn more HRPA TV Produced by the Human Resources Professionals Association (HRPA) as part of the EnAbling Change Program with the Government of Ontario about the Accessibility for Ontarians with Disabilities Act, HRPA: 150 Bloor Street West, Suite 200, Toronto, Ontario, M5S 2X9 Telephone: Toll Free: youtube.com/user/hrpatv Contents Making Every Day a Jiffy Day 2 What Harold Learned About the Employment Standard 3 Compliance: General Requirements and Employment Standard 4 How Sonja Got a New Perspective 5 Changing Attitudes and Breaking Barriers 6 Examples of Accommodation 7 How Boris Learned a Valuable Lesson 9 Making Information Accessible: Examples 10 Accessible Websites and WCAG Episode 1: Developing and Documenting Individual Accommodation Plans 12 Episode 2: Keeping Accessibility Needs and Plans in Mind When Redeploying Persons With Disabilities 13 Episode 3: Accessible Formats and Communication Supports for Employees 14 Episode 4: Workplace Emergency Response Information 15 Episode 5: Recruitment and Informing Employees of Supports 16 Episode 6: Facilitating Return to Work 17 Episode 7: Accessible Formats and Communications Supports 18 Episode 8: Auditing Your Website For Accessibility 19 Episode 9: Developing an Accessible Website 20 Episode 10: Developing a Multi-Year Accessibility Plan 21 Episode 11: Accessibility Myths vs Reality AODA IASR Employment Standard Information and Communications Standard 1

3 Making Every Day a Jiffy Day Make every day a Jiffy day. That s the motto at Jiffy Brothers Industries where new manager, Harold Jeepers has arrived at a time when the company is making their employment practices and workplace more accessible to potential and existing employees with disabilities. When we last left Harold he was relying on his HR business partner and CHRP, Sonja, to get him up to speed on the requirements of the Employment Standard. Their amusing and informative exploits are captured in episodes one through six. Want more information about the Integrated Accessibility Standards Regulation? Download a Primer for Ontario Businesses and Organizations. Go to: hrpa.ca/aoda Today, the adventure continues with five brand new episodes (seven through 11) covering accessible information and communication supports, accessible websites, multi-year accessibility plans and debunking some myths about people with disabilities. The Harold Jeepers Collection is produced by the Human Resources Professionals Association as part of the En- Abling Change Program with the Government of Ontario about the Accessibility for Ontarians with Disabilities Act, Watch every episode to live, learn and laugh with Harold Jeepers. Watch the videos on HRPA s YouTube channel, youtube.com/ Classy Actions 2001: Ontarians with Disabilities Act, 2001 passed. 2005: Accessibility for Ontarians With Disabilities Act, 2005 (AODA) is passed. Overall goal is an accessible Ontario by Accessibility Standards will be developed for five key areas of daily living: customer service, information and communications, employment, transportation and built environment. 2008: Ontario passes first Accessibility Standard for Customer Service. The Standard addresses business practices and training needed to provide accessible customer service to people with disabilities. A compliance date of January 1, 2010, is set for public sector organizations. 2011: The Human Resources Professionals Association launches to help private sector organizations comply with the Customer Service Standard by January 1, : Three Standards (Information and Communications, Employment, and Transportation) are combined into one regulation called the Integrated Accessibility Standards Regulation. (The IASR was revised in 2013 to include Design of Public Spaces.) 2012: The Human Resources Professionals Association (HRPA) releases six short videos on the Employment Standard: The Harold Jeepers Collection. The reviews are outstanding. 2013: The Design of Public Spaces Standard is rolled into a revised IASR which results in four Standards under the IASR: Information and Communications, Employment, Transportation, and Design of Public Spaces. 2013: HRPA releases five more episodes in the Harold Jeepers Collection, increasing the total to 11 informative and entertaining vignettes. Future: Enhancements to accessibility in buildings will happen at a later date through Ontario s Building Code, which governs new construction and renovations in buildings. 1.1 AODA IASR Employment Standard Information and Communications Standard 2

4 EMPLOYMENT STANDARD What Harold Learned About the Employment Standard Harold Jeepers will be the first to admit that he had some things to learn about accessibility and employment. He sat down with his human resources partner, Sonja. He came prepared with questions and Sonja had the answers: What are Accessibility Standards? The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a big step towards making Ontario accessible by There are five key areas of living for people with disabilities: customer service, information and communications, employment, transportation and the design of public spaces. Each of these areas of living will have rules for businesses and organizations to follow. These rules are called Accessibility Standards. The Customer Service Standard was the first to be passed and most businesses and organizations in Ontario should have met the compliance date of January 1, What is the Integrated Accessibility Standards Regulation? Three of the next Standards were passed in 2011 under one regulation called the Integrated Accessibility Standards Regulation (IASR). The IASR was revised in 2013 to also include Design of Public Spaces. The IASR now encompasses a total of four Standards that are referred to by their individual names: Information and Communications Standard, Employment Standard, Transportation Standard, and Design of Public Spaces Standard. Enhancements to accessibility in buildings will happen at a later date through Ontario s Building Code, which governs new construction and renovations in buildings. What are general requirements? The IASR has general requirements that apply to all four Standards in the regulation: Developing, implementing and maintaining accessibility plans that outline strategies for removing existing barriers and preventing new ones. Developing, implementing and maintaining policies that govern how they will achieve accessibility through meeting the requirements of the regulation. Training employees and volunteers about the regulation, as well as the Ontario Human Rights Code as it relates to people with disabilities. Training must also be provided to those who participate in developing policies and those who provide goods, services or facilities on the organization s behalf. Incorporating accessibility criteria when procuring or acquiring goods, services and facilities. Note: this requirement only applies to the public sector. Incorporating accessibility features in self-service kiosks (only for government and designated public sector organizations) or considering accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks. What is the Employment Standard? The Employment Standard applies to paid employment and will help employers make their employment practices and workplaces more accessible to potential and existing employees with disabilities. This Standard builds upon existing requirements under the Ontario Human Rights Code and applies to these human resource activities: Recruitment, assessment and selection and informing employees of supports. Developing and documenting individual accommodation plans for employees with disabilities (note: small private sector organizations do not need to document their plans). Accessible formats and communication supports. Workplace emergency response information. Facilitating return to work (note: small private sector organizations do not need a process for Continued on page 4 I was really impressed by how Sonja was able to help me understand the Employment Standard. 1.1 AODA IASR Employment Standard Information and Communications Standard 3

5 Continued from page 3 What Harold Learned facilitating return to work). Performance management, redeployment and career development and advancement. Do we have to follow the Employment Standard rules? Yes. If you provide goods, services or facilities to the public or to other organizations and if you have one or more employees, you are subject to the Employment Standard and the entire regulation. However, what you have to do and by when is determined by which of the following five classes your organization falls into: 1) The Government of Ontario and the Legislative Assembly; 2) Large designated public sector organizations (50 or more employees); 3) Small designated public sector organizations (1 to 49 employees); 4) Large organizations (50 or more employees) and 5) Small organizations (1 to 49 employees). When do organizations have to meet the requirements of the Employment Standard? The chart on this page provides a snapshot of the timelines for large and small private sector organizations. Where can I find out more? If you want to find out what you need to do, watch the Harold Jeepers Collection of Employment Standard Videos and continue reading this edition of HRPATV. Compliance: General Requirements and Employment Standard LARGE organizations (50 or more employees) 2012 Provide workplace emergency response information and plans to employees with disabilities Develop, implement and maintain policies that govern how they will achieve accessibility standards. Develop, implement and maintain accessibility plans that outline strategies for meeting legislative requirements as well as removing existing barriers and preventing new ones. Consider accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks Provide training to employees, volunteers and contractors about the regulation as well as the Ontario Human Rights Code as it relates to people with disabilities Have HR policies and processes for: Accessible formats and communication supports. Recruitment, assessment and selection and informing employee of supports. Employees and accommodation. Employees returning to work. Performance management, career development, and redeployment (if provided by the organization). SMALL organizations (1 to 49 employees) 2012 Provide workplace emergency response information and plans to employees with disabilities Develop, implement and maintain policies that govern how they will achieve accessibility standards (not required to be written). Consider accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks Provide training to employees, volunteers and contractors about the regulation as well as the Ontario Human Rights Code as it relates to people with disabilities Have HR policies and processes for: Accessible formats and communication supports. Recruitment, assessment and selection and informing employee of supports. Employees and accommodation. Performance management, career development, and redeployment (if provided by the organization). 1.1 AODA IASR Employment Standard Information and Communications Standard 4

6 UNDERSTANDING ACCESSIBILITY How Sonja Got a New Perspective The year was 2009 and Sonja had been with Jiffy Brothers Industries for two years as a manager in their human resources department. She had just earned her CHRP designation when her boss asked her to put together a plan that would ensure Jiffy Brothers was ready to comply with the requirements of the Customer Service Standard. The compliance date was January 1, Sonja s response was an immediate yes. She d already been learning about the Accessibility for Ontarians With Disabilities Act, 2005 (AODA) and liked what she was reading, but she had more to learn about disabilities and barriers. Sonja did her research and accessed resources, including HRPA s site called www. customerwaiting.ca. She learned about the types of disabilities and about the kinds of barriers faced by persons with disabilities. [Editor s note: Go to page 6 for more information on disabilities and barriers.] Working with an internal Accessibility Committee and with the support of everyone in the organization, Jiffy Brothers was successful in meeting the requirements of the Customer Service Standard. Sonja was an important part of that success. And, along the way she had a number of eureka moments, including: Discovering that one of her core values was around inclusion, which made her even more passionate about accessibility. Realizing that barriers are not just physical, but anything that keeps someone with a disability from participating in the social or economic life of their communities. Recognizing that disabilities can be visible and non-visible and that the majority of disabilities are non-visible. Thinking about how an accident or illness could leave her with a disability. Acknowledging how her own view of how she thought about accessibility shifted after watching a video called: How can I help? This video can be found at ontario.ca/accesson. Learning that one in seven Ontarians have a disability (that s 1.85 million people) and knowing that number will continue to grow in an aging population. Getting excited when thinking about how Jiffy Brothers could access an underutilized labour market of more than one million Ontarians with disabilities who can work. Recognizing that persons with disabilities want to be treated just like everyone else and they want to be judged on their abilities in their jobs. Getting the senior management team to understand that working on accessibility needs a company-wide commitment and everyone in the organization working towards it. Hearing from Jiffy Brothers employees about how proud they are of Jiffy Brothers commitment to accessibility. Of course, what often happens with a job well done? In 2011 Sonja was tasked with helping Jiffy Brothers meet the requirements of the Employment Standard. She s prepared. Jiffy Brothers is ready. And soon, Harold Jeepers will be too. Inclusion is one of my core values. Providing accessible customer service starts with asking a simple question: How can I help? Learn more at ontario.ca/accesson 1.1 AODA IASR Employment Standard Information and Communications Standard 5

7 UNDERSTANDING ACCESSIBILITY Changing Attitudes and Breaking Barriers Did you know? When Sonja went looking for information about the Accessibility for Ontarians With Disabilities Act, 2005 (AODA), here s what she found out about disabilities and barriers: There are many kinds of visible and non-visible disabilities: Visual disabilities reduce or limit a person s ability to see clearly. There are varying degrees of vision loss and most persons with vision loss are not completely blind. Hearing loss includes persons who are deaf (profound hearing loss), deafened (became deaf later in life) and hard of hearing (some hearing loss). There are varying degrees of hearing loss. Deaf-blind are persons who have a combined loss of hearing and vision. Physical/mobility disabilities reduce or limit a person s ability to move freely or use their hands. There are many types and degrees of physical disabilities. Physical/mobility disabilities also include persons who have a speech difficulty, or have arthritis and heart or lung conditions. Mental health disabilities include anxiety disorders (i.e., phobias, panic disorders, obsessive-compulsive disorders) and mood disorders (i.e., depression, bipolar), as well as schizophrenia. There are many types and degrees of mental health disabilities and most are non-visible. Developmental/intellectual disabilities involves a permanent limitation in a person s ability to learn, socialize or take care of their everyday needs. The limitation can range from mild to profound. Learning disabilities are nonvisible and affect how a person acquires, organizes, expresses, retains, understands or uses verbal or non-verbal information. The wide range of these information processing disorders include dyslexia (problems in reading and related languagebased learning), dyscalculia (problems in mathematics), and dysgraphia (problems in writing). A barrier is anything that prevents a person with a disability from fully participating in all aspects of society (social, economic, employment) because of his or her disability. There are five types of barriers: 1. Attitudinal barriers are those that discriminate against people with disabilities. 2. Information or communications barriers happen when a person can t easily understand information. 3. Technology barriers occur when a technology isn t accessible or cannot be modified to support various assistive devices. 4. Organizational barriers are an organization s policies, practices or procedures that discriminate against people with disabilities. 5. Architectural and physical barriers are features of buildings or spaces that cause problems for people with disabilities. Learn more about visible and non-visible disabilities and barriers. Go to: ontario.ca/accesson Famous people with a learning disability: Albert Einstein, Tom Cruise, Bill Gates, Agatha Christie, Walt Disney, Whoopi Goldberg, Magic Johnson. Famous people with a mental health disability: Margaret Trudeau, Britney Spears, Howie Mandel, Norman Rockwell, Harrison Ford, Jim Carrey. Famous people with a physical/ mobility disability: Terry Fox, Stephen Hawking, Mohammed Ali, Michael J. Fox, Christy Brown, Tiger Woods, Itzhak Perlman. Famous people with a hearing disability: Marlee Matlin, Ludwig Von Beethoven, Bill Clinton, Pete Townshend. Famous organizations involving persons with an intellectual/ developmental disability: Famous People Players, Special Olympics. Famous people with a visual disability: Stevie Wonder, Ray Charles, Louis Braille, Harriet Tubman, Andrea Bocelli, Claude Monet. 1.1 AODA IASR Employment Standard Information and Communications Standard 6

8 ACCOMMODATION Examples of Accommodation When Sonja went looking for resources and information about accommodation, she came across an online resource center called the Job Accommodation Network ( The following are a few of the many accommodation ideas and examples to be found on their site. Physical/Mobility A medical transcriptionist was injured and became paraplegic. Her employer modified the transcription machine with hand control (instead of foot control) so the transcriptionist could continue working. A resource nurse with multiple sclerosis needed changes to her workstation and schedule. The employer made the workstation wider and added an adjustable keyboard tray. The employer also allowed periodic rest breaks and moved the employee closer to the restroom and break room to help reduce fatigue. Developmental/Intellectual A grocery stocker with intellectual or cognitive impairments could not remember to wear all parts of his uniform. A picture of the employee in full uniform was taken and used as a reference by the employee when preparing for work. A store clerk with intellectual or cognitive impairments had limited reading skills, making it difficult to return DVDs to the shelf. The company made picture labels for DVD cases that matched shelf display boxes. This allowed the employee to match pictures, not words, when returning DVDs to the shelf. Mental Health A graphic designer with a panic disorder experienced recurrent panic attacks when traveling during peak traffic times. He was required to drop off design orders and pick up print proofs from a print shop when necessary. He was accommodated with a schedule that gave him the opportunity to drop off and pick up materials when coming to work in the morning. An accountant for a large agency had bipolar disorder. His duties included research, writing, and filing reports. He had difficulties with concentration and short-term memory during very busy periods that required long hours. He was accommodated with a more consistent caseload that did not result in extreme fluctuations in workload. He was provided a work area that was away from noise and given ear buds to listen to music. He also met briefly with his supervisor once a week to discuss workload issues. Visual A custodian with low vision in a public school setting was having difficulty viewing the carpeted area he was vacuuming. A lighting system was mounted on the custodian s industrial vacuum cleaner and the custodian was provided a headlamp. A customer service representative for a financial institution lost his vision and could no longer read his computer screen. The employer provided screen reading software for his computer so that all information present on the screen and all information inputted into the system would be read back to him. Hearing An electric serviceman with progressive hearing loss sometimes worked in a bucket truck and needed to communicate to coworkers. The usual method of communication was via a radio. The employer switched to cell phones and the employee was able to use text messaging to communicate. A professional employee with a hearing loss had difficulty responding when on call. The employee stated she could not be on call because at night she takes her hearing aids out and cannot hear the phone ring. The Continued on page 8 Most accommodations for employees with disabilities cost less than $500. It s a small investment for a great ROI. 1.1 AODA IASR Employment Standard Information and Communications Standard 7

9 Continued from page 7 Examples of Accommodation employer provided the employee with a vibrating pager/personal alerting device to help her meet this essential function of the position. Myth: Accommodations and supports in the workplace are difficult and costly. Learning An employee who works in a manufacturing environment had difficulty remembering task sequences of the job. The supervisor provided written instructions, whereby each major task was broken down into smaller, sequential sub-parts. Each subpart was color-coded for easy reference (green means start, red means stop). An employee who had expressive language disorder had difficulty communicating with the supervisor. This employee preferred to read communication, then, respond in writing. The supervisor adjusted the method of supervision, whereby communication with this employee occurred through instead of face-to-face. Fact: The vast majority of people with disabilities do not require special workplace accommodations. For those who do, the cost is often minimal, if there is a cost at all for example changing a desk layout ($0), or purchasing a telephone amplifier ($48) or a specialized chair ($400). According to the Job Accommodation Network, more than half of all accommodations cost less than $500. To find more accommodation examples, go to: For more myths and facts, go to: ontario.ca/accesson 1.1 AODA IASR Employment Standard Information and Communications Standard 8

10 INFORMATION AND COMMUNICATIONS STANDARD How Boris Learned a Valuable Lesson Boris, self-described world s greatest (and most feared) graphic designer thought he knew everything about websites. It took a near firing to open his eyes. I was in shock, says the enigmatic Boris. I had never been fired before. It was a revelation when Sonja and Harold walked me around the Jiffy Brothers offices and introduced me to Gordon and Lucy. I realized it was not enough to design only for my impeccable taste. Boris looks directly into my eyes to ensure I am paying attention and continues, People with disabilities should not be denied my genius. Genius aside, Boris and his everpresent minions would have had to learn about designing and building accessible websites. After all, it is one of the requirements of the Information and Communications Standard. What is the Information and Communications Standard? The Information and Communications Standard is part of the Integrated Accessibility Standards Regulation (IASR) of the Accessibility for Ontarians With Disabilities Act, 2005 (AODA). The IASR also includes three additional Standards: Employment Standard, Transportation Standard and Design of Public Spaces Standard. A separate Standard under the AODA is already in place: the Customer Service Standard. The Integrated Accessibility Standards Regulation has general requirements that apply to all four Standards in the Regulation (refer to page 3 of this document to learn more about these requirements What Harold Learned About the Employment Standard). The Information and Communications Standard is meant to ensure that organizations: Make public emergency information accessible when requested. Make their websites and web content accessible according to the World Wide Web Consortium s Web Content Accessibility Guidelines (WCAG) 2.0. (Note: Organizations with less than 50 employees are exempt from this requirement). Provide accessible formats and communication supports as quickly as possible and at no additional cost when a person with a disability asks for them. Make feedback processes accessible by providing accessible formats and communication supports when requested. If you provide goods, services or facilities to the public or to other organizations and if you have one or more employees, you must comply with the Information and Communications Standard. However, what you have to do and by when depends on what kind and how large your organization is. Refer to the chart to the right for a snapshot of the timelines for large and small private sector orgs. Compliance Dates The following compliance dates are for large (50+ employees) and small (1 to 49 employees) private sector organizations only. Make public emergency information accessible: January 1, 2012: Large Organizations January 1, 2012: Small Organizations Make feedback processes accessible to the public: 2015: Large Organizations 2016: Small Organizations Provide accessible formats and communications supports to the public: 2016: Large Organizations 2017: Small Organizations Make websites and web content accessible to the public: Note: Small Organizations are exempt from this requirement. 2014: For Large Organizations launching a new public website and web content or doing a significant site refresh, the site and its content must conform to WCAG 2.0 Level A. 2021: For Large Organizations, all public websites and web content must conform with WCAG 2.0 Level AA other than providing captions on live videos or audio descriptions for pre-recorded videos. Harold and Sonja showed me that people need to read and understand a website. My designs are now even more magnificent. 1.1 AODA IASR Employment Standard Information and Communications Standard 9

11 INFORMATION AND COMMUNICATIONS STANDARD Making Information Accessible: Examples The following examples of making information accessible are taken from resources and tools developed by the Ministry of Economic Development, Trade and Employment. To access the tools and resources, go to Make public emergency information accessible Adil wants everyone to enjoy his theme park safely. He publishes an emergency safety brochure and decides to make several copies in large print. They are available upon request at the park entrance. Norman works for a small, familyrun motel where the fire escape procedures are posted on the back of every door. Norman wants to print the maps in a tactile format, but cannot afford the cost. Instead, when a guest with vision loss asks for this information, Norman talks to the guest about his needs, and walks him through the evacuation procedure. Before customers start to play, Stan s paintball and laser tag company shows a short video on what to do if someone gets hurt. A customer with hearing loss asks for an accessible format, so Stan gives her a transcript of what s said in the video. Make feedback processes accessible to the public When Jerry bought a new computer, the store clerk asked him if someone could call him for a survey in a couple weeks. Jerry is Deaf and prefers communicating by , so the clerk sent him an with a link to their online questionnaire. Shauna works in the office of a large grocery store. Every six months, the store s human resources department asks employees to fill out questionnaires about their work experiences. However, Shauna prefers communicating verbally because she is blind. To accommodate Shauna s needs, a human resources worker calls Shauna to ask her the questions on the questionnaire. Provide accessible formats and communication supports to the public Sally s salon was creating a brochure to promote their services. Sally used a large font and strong colour contrast to make it more accessible to people with low vision. When a client with vision loss asked about the salon s services, Sally offered to her the electronic file. Safa runs a manufacturing company that makes cardboard boxes. One of Safa s customers is Deaf. Instead of calling to place an order and confirm delivery details, Safa provides her cell phone number so he can text her the information. Sam runs a small family restaurant. A blind customer calls to make a reservation and asks for a Braille menu. Sam doesn t have Braille menus, but after talking with the customer, he finds out that she also uses a screen reader. Sam mentions that the menu is available online in a format that a screen reader can access. The customer says that will work. Make websites and web content accessible to the public A school board has posted a video on its website to explain their adult learning programs. The video is captioned for people with hearing loss. Hungry for more information about accessible websites? Download this: WCAG Web Content Accessibility Guidelines: An Introductory Guide for Web Developers Suggestions for Making Information Accessible Printed or electronic document: read the document out loud or explain it; make a large print document; create a structured electronic file so people can read it with their assistive devices, like screen readers. Technical or complicated information: use common words instead of jargon; break text into shorter sentences and paragraphs; use graphics to add meaning. Graphic: include a written or verbal description. Sign: use larger text, simple pictograms, strong colour contrast, and/or tactile elements. Verbal or audio: make it visual write it on a piece of paper, put it in an or on a digital screen. Video: add subtitles and/or video descriptions; provide a transcript; consider an in-person presentation or conversation. Telephone: use text-based technology such as , texting or instant messaging; use technologies designed for the hard of hearing like a teletypewriter (TTY) or a telephone relay service. Presentation: share a copy of your presentation materials (e.g., PowerPoint slides or transcript); hire a sign language interpreter; use a microphone. Source: Making Information Accessible to People With Disabilities published by the Ministry of Economic Development, Trade and Employment, AccessON 1.1 AODA IASR Employment Standard Information and Communications Standard 10

12 INFORMATION AND COMMUNICATIONS STANDARD A Quick Primer on Accessible Websites In support of the Information and Communications Standard, the Ministry of Economic Development, Trade and Employment has developed a fantastic resource document titled: Information and Communications Standard Making your website more accessible. Download a copy of that document at What is WCAG 2.0? A lot of great work has been done by a group called the World Wide Web Consortium (W3C) which has developed Web Content Accessibility Guidelines (WCAG). WCAG 2.0 provides an international standard for website accessibility. WCAG 2.0 sets out guidelines that cover writing web content in clear language, providing alternative text for images, and making sure the site is navigable by just a keyboard. There are three levels of accessibility (A, AA, AAA) for each guideline with each level determined by a set of test criteria. WCAG 2.0 forms the basis for the accessible websites requirement of the Information and Communications Standard. How does WCAG 2.0 impact my business? Ontario s Information and Communications Standard requires that new or refreshed websites of businesses with 50 or more employees meet WCAG 2.0 guidelines. A new website is defined as a website with a new domain name or a website undergoing a significant refresh (a change in more than 50% of the content, design or technology of the website). Any content posted on your website before 2012 does not have to be modified, but you should be able to make the content accessible to individuals in some way, upon request. When does my business have to comply with the WCAG 2.0 requirement? Beginning January 1, 2014: if you are launching a new public website and web content or doing a significant site refresh, the site and its content must conform to WCAG 2.0 Level A. Beginning January 1, 2021: all public websites and web content must conform with WCAG 2.0 Level AA other than providing captions on live videos or audio descriptions for pre-recorded videos. A tip: think about conforming with WCAG 2.0 Level AA right from the start. What do I do if my business is exempt from the WCAG 2.0 requirement? The Information and Communications Standard exempts businesses with less than 50 employees from the requirement to meet WCAG 2.0 guidelines. But consider this: accessible websites have better search results, can raise your site ranking and it s a good thing to do. People with disabilities make up an increasing segment of Ontarians and they (and their friends and families) represent billions of dollars in buying power. Now ask yourself, is it worth the investment to reach these potential customers? How can I get started? Go to for free tools and resources. Download the resource mentioned at the beginning of this article: Information and Communications Standard Making your website more accessible. In it, you will find insights and details around these four steps: Assessing your website and web content. Making it accessible. Testing your new site or refreshed site. Keeping it accessible. The resource also provides tips for working with a web developer. Finally, watch the Harold Jeepers episodes on HRPA TV. WCAG 2.0. WCAG 2.0 has 12 guidelines organized under four principles: PERCEIVABLE Provide text alternatives for non-text content. Provide captions and other alternatives for multimedia. Create content that can be presented in different ways, including by assistive technologies, without losing meaning. Make it easier for users to see and hear content. OPERABLE Make all functionality available from a keyboard. Give users enough time to read and use content. Do not use content that causes seizures. Help users navigate and find content. UNDERSTANDABLE Make text readable and understandable. Make content appear and operate in predictable ways. Help users avoid and correct mistakes. ROBUST Maximize compatibility with current and future user tools. Source: Worldwide Web Consortium website ( 1.1 AODA IASR Employment Standard Information and Communications Standard 11

13 HAROLD JEEPERS: EPISODE 1 Developing and Documenting Individual Accommodation Plans Harold Jeepers has just landed a manager s job at Jiffy Brothers Industries. He s got a lot to absorb, including his role in helping the company make their employment practices and workplace more accessible. Harold learns 10 things about individual accommodation plans. But first he has to win an epic battle with the office photocopier. Scenes to Remember Man versus Machine Mary Discusses Her Needs Chuck s Privacy is Protected Harold Communicates Barry Is Denied Sonja Knows Her Stuff Get the full picture at Sonja Says 10 Include these steps in your HR process for developing and documenting individual accommodation plans. 1. Let all employees know about the process. Generally, employees with disabilities will request accommodation; however, in some cases, an employer may initiate a dialogue. 2. Discuss the manner in which any employee requesting accommodation will participate in the development of their individual accommodation plan. 3. Deal with each request for an individual accommodation plan on a one-on-one basis. 4. Request an evaluation (if required) by an outside medical or other expert to determine if and/or how accommodation can be achieved. The cost for this evaluation is paid for by the employer. 5. Allow the participation (if requested by the employee) of a representative from their union, if any, or if there is no union, any representative from the workplace. 6. Protect the privacy of the employee around workplace accommodation all times. 7. Work together (manager and employee) to determine when the workplace accommodation is reviewed and updated. 8. Provide reason(s) for any denial of workplace accommodation to the employee. An employer can deny a workplace accommodation, subject to the requirements of the Employment Standard and the Human Rights Code. 9. Provide the accommodation plan in a format that takes into account the employee s disability. 10. Include the employee s emergency response information as well as any information and communication supports in the workplace accommodation plan, if required. 1.1 AODA IASR Employment Standard Information and Communications Standard 12

14 HAROLD JEEPERS: EPISODE 2 Keeping Accessibility Needs and Plans In Mind When Redeploying Persons With Disabilities New manager Harold Jeepers has a challenge. Jiffy Brothers Industries is about to close one of its locations and he s been asked to come up with redeployment suggestions. Harold thinks he has the right suggestions. But does he? Sonja Says 3 Here are the takeaways from this video. Scenes to Remember Bill s Sweet Ride The Office Gets Crowded Harold Learns a Lesson Gordon Loves IT Lara Sells Well Kirk Gets His Dream Job Get the full picture at 1. Redeployment means the assignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization. 2. For unionized workplace environments, refer to the Collective Agreement as well as the Integrated Accessibility Standards Regulation. 3. The two biggest lessons for Harold: 1) to keep accessibility needs and plans in mind when redeploying persons with disabilities, and 2) by doing just a little, employers can get a lot out of their best people. There are two requirements of the Employment Standard that were not highlighted in the videos employers must have: 1) A process that takes into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process. 2) A process that takes into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when providing career development and advancement to employees with disabilities. These apply only if the organization provides performance management and career development and advancement. Remember, employees with disabilities are not asking to be treated differently from other employees. They want to be judged on their performance just keep their accessibility needs and plans in mind. 1.1 AODA IASR Employment Standard Information and Communications Standard 13

15 HAROLD JEEPERS: EPISODE 3 Accessible Formats and Communication Supports For Employees New manager Harold Jeepers is thinking of ways he can make Jiffy Brothers Industries communications more accessible to all employees. Some of his solutions might be innovative, but will they work? And what s up with the mime? Sonja Says 4 The things you should know about accessible formats and communication supports. Scenes to Remember Harold is Magnified Bill Gets Creative A Mime Shout Out 1. All employees should have access to information that is generally available to them in the workplace or information that they need in order to perform their job. 2. Ensure your HR policy and processes includes a provision or arranges for the provision of accessible formats and communication supports. 3. Most information and communication supports will already have been covered in an employee s individual accommodation plan. This is especially true for information that an employee needs in order to perform her or her job. 4. Your process should include letting all employees know they can confidentially talk to you about accessible formats and communication supports. Watch some compelling stories. Go to: Lucy Always Delivers Rose Fully Participates James Gets Support Get the full picture at AODA IASR Employment Standard Information and Communications Standard 14

16 HAROLD JEEPERS: EPISODE 4 Workplace Emergency Response Information Harold Jeepers wants to make sure Jiffy Brothers Industries emergency response plans work for all employees. But Harold gets a little too hands-on in his approach. Will Harold s antics become the talk of the office? Scenes to Remember Crutches The Race is On A Long Way Down Harold Needs Ice Explaining the Plan An Invitation Get the full picture at Sonja Says 6 Include these steps in your HR process for individualized workplace emergency response information. 1. Review your organization s overall emergency response plan. 2. Check that those employees with existing accommodation plans also have individualized emergency response information, if needed. 3. Determine who else needs help and how to best meet their emergency response needs. Let all employees know about the process. Once an employee makes a request for accommodation, you must provide the information as soon as possible. Generally, employees with disabilities will request accommodation; however, in some cases, an employer may initiate a dialogue. 4. Provide emergency response information to employees in a format based on their accessibility needs. This is also part of the accessible formats and communications requirement of the Employment Standard. 5. Involve others. With the employee s consent, ensure information is provided to those who will be helping that employee in an emergency. 6. Review emergency response information: when a new employee comes on board; when an employee moves to a different location; when an employee s individual accommodation plan is reviewed; every time you review your general emergency response policies. More information can be found at: ontario.ca/accesson 1.1 AODA IASR Employment Standard Information and Communications Standard 15

17 HAROLD JEEPERS: EPISODE 5 Recruitment and Informing Employees of Supports Harold Jeepers and his Jiffy Brothers Industries HR business partner, Sonja, are discussing a new human resources policy for recruitment. That s when Rose appears, plops down a communications access screen and starts typing. What six things does Rose reveal? Scenes to Remember Harold Is Listening Conducting an Interview Rose Will Be Right Back Sonja Says 6 These things can guide your HR processes for recruitment and informing employees of supports. 1. Any recruitment postings will have a statement that accommodation is available for applicants with a disability. This applies to both internal and external postings. 2. Any applicants selected for an interview or further assessment are aware that they can ask for accommodation. 3. The company must consult with the candidate to come up with a suitable accommodation. 4. Any successful candidate who is offered employment is informed about the employer s policy for accommodating employees with disabilities. 5. Any new employee is informed at their orientation about the employer s policy for accommodating employees with disabilities. 6. The employer regularly communicates its policy on workplace accommodation to all employees, for example, at meetings, on bulletin boards and more. Help Wanted Setting Up a Meeting Peekaboo Get the full picture at The continued success of any organization rests with the diversity of its human capital. Every employee brings abilities, commitment, performance, creativity, integrity and commitment to quality and customer service. 1.1 AODA IASR Employment Standard Information and Communications Standard 16

18 HAROLD JEEPERS: EPISODE 6 Facilitating Return to Work Manager Harold Jeepers is delighted that Janice is returning to Jiffy Brothers Industries after a long period of absence due to a disability. During lunch, Harold leans back in his chair and that s when things take a turn for the strange. Snow White was never like this. Sonja Says 2 The things you should know about facilitating return to work. Scenes to Remember 1. Large organizations must have a documented process and procedures for employees who have been absent from work due to a disability and require disabilityrelated accommodations in order to return to work. This process will outline the steps the employer will take to help employees return to work, including the use of accommodation plans. Note: this does not override other return to work processes in other statutes. Reading Snow White New Dress Code Elf Sonja 2. Small organizations with fewer than 50 employees do not need a process for facilitating return to work under the Employment Standard. Want more information about return to work? Serious About Recycling The Princess Awakens Who Ate My Apple? Go to: Get the full picture at AODA IASR Employment Standard Information and Communications Standard 17

19 HAROLD JEEPERS: EPISODE 7 Accessible Formats and Communication Supports Harold Jeepers is working on accessibility plans for all Jiffy Brothers divisions, but forgets one important detail. Sonja joins Harold on a dream sequence and realizes just how complicated Harold is. Harold gets a surprise (and messy) visit from his mother. Sonja Says 3 Do these things to provide accessible information and communication supports. Scenes to Remember Harold s Mom Entering Harold s Dreams Harold s Poor Planning 1. Think about accessibility from the start, before creating new information. 2. Review how you interact with employees and customers and assess the types of information used in those interactions against the needs of persons with a disability. For example, if a customer with a learning disability is having difficulty understanding a contract, have someone from your company explain it to them in person. 3. Be prepared to make your information and communications accessible upon request. It won t be possible to be prepared for every situation, but you must be ready to work with a person with a disability to try to meet their information and communication needs. For example, if a customer with a visual disability requests a company brochure that is not available in large print format, offer to it to them so they can format it in a way they can read. Want more information about accessible formats? Order Up! Lunch in the Office A Family Affair Go to: ontario.ca/accesson Get the full picture at AODA IASR Employment Standard Information and Communications Standard 18

20 HAROLD JEEPERS: EPISODE 8 Auditing Your Website for Accessibility In part one of accessible websites, Harold Jeepers peek at Jiffy Brothers current website turns out to be an upsetting experience. He orders an Accessibility Audit and learns about WCAG 2.0. But what (or who) has the marketing team terrified? And what s with the minions? Scenes to Remember Enter Sonja Meet the Marketing Team A Bad Reaction Sonja Says Here are video. 4 takeaways from this 1. WCAG 2.0 is an internationally accepted standard for web accessibility developed by the World Wide Web Consortium (W3C), an international team of experts. 2. WCAG 2.0 sets out guidelines for organizations to follow to make their websites more accessible for people with disabilities. The guidelines cover things like writing web content in clear language, providing alternate text for images and making sure someone can navigate your website with just a keyboard. 3. The Information and Communications Standard of the Integrated Accessibility Standards Regulation requires that new or refreshed websites of businesses with 50 or more employees must meet the web content accessibility guidelines (WCAG). 4. Businesses with less than 50 employees are exempt from this requirement. But consider this: accessible websites have better search results, can raise your site ranking and it s a good thing to do. Website Accessibility Boris and His Minions Harold Is Nervous Get the full picture at Want more information about WCAG 2.0? Go to: AODA IASR Employment Standard Information and Communications Standard 19