Ministry of Citizenship, Immigration and International Trade 2013 Accessibility Plan
How the Ministry of Citizenship, Immigration and International Trade (MCIIT) identified and removed barriers in the Ontario Public Service in 2013 and future accessibility commitments for 2014.
Introduction
For over ten years, every ministry has set a course to prevent, identify and remove barriers for persons with disabilities. Ministries achieve this through the preparation of their annual Accessibility Plan (Plan) as required under the Ontarians with Disabilities Act, 2001 (ODA).
Recently, the Accessibility for Ontarians with Disabilities Act (AODA) established Ontario’s roadmap to become accessible by 2025. It includes standards in areas such as: customer service, information and communications, employment, transportation and the built environment. In 2010, the Ministry of Citizenship and Immigration complied with the requirements of the first standard on customer service.
Accessibility Standards Regulation (IASR).
(MYAP). The MYAP included the following commitment:
The OPS endeavours to demonstrate leadership for accessibility in Ontario. Our goal is to ensure accessibility for our employees and the public we serve in our services, products and facilities.
This Plan will build on these laws and the MYAP. It will outline how the Ministry of Citizenship and Immigration will contribute to a barrier-free Ontario by 2025.
To access this and other ministries’ 2013 – 14 Accessibility Plans, visit Ontario.ca.
Note: The Ontario Pan/Parapan American Games Secretariat (PPAGS) achievements for 2012-13 and new commitments for 2013-14 will be included in the Ontario Ministry of Tourism, Culture and Sport’s Accessibility Plan. The Ontario Seniors’ Secretariat achievements for 2012-13 and new commitments for 2013-14 are now included in the Ministry of Citizenship and Immigration’s (MCI) Accessibility Plan.
Section One: Report on Measures Taken in 2012 - 13
The following is a list of the commitments made in last year’s Plan and the measures taken.
Reporting on 2012 - 13 Accessibility Plan
Customer Service
| 2012 – 13 Commitments | Measures Taken |
|---|---|
| The Ministry will continue to measure its performance against its client service standards, review any client feedback received, report results on MCI’s website or other appropriate websites, and identify opportunities for improvement. | The Ministry measured performance against its client service standards; reviewed client feedback received; reported results on MCI’s website or other appropriate websites; and identified opportunities for improvement. The Ministry continued to review its processes for collecting and responding to client feedback and identified potential barriers. |
| The Ministry will continue to ensure that required staff be trained on any available assistive devices, that service disruption notices are communicated as appropriate, and other measures are in place to support ongoing compliance with the AODA Accessibility Standards for Customer Service and IASR. | The Ministry ensured that required staff were trained on any available assistive devices, that service disruption notices are communicated as appropriate, and other measures are in place to support ongoing compliance with the AODA Accessibility Standards for Customer Service. Service disruption notices were posted on-site and provided the reason for disruption, duration and description of alternative facilities or services that were available. Staff worked with persons with disabilities to communicate in a matter that takes into account their disability. Examples include being able to provide information in alternate formats, as well as providing a TTY device and sign language interpreters. |
| Check for customer service compliance when beginning new initiatives by applying the OPS Inclusion Lens. | The Ministry promoted opportunities for staff training/education to raise awareness of aspects of disability and accessibility (e.g., employee accommodations; accessible documents training; and inclusion lens training; mandatory accessibility training for both new staff and managers). |
| Create a spotlight on intranet homepage with refresher accessibility training. | The Ministry promoted accessibility training, including the May I Help You courses by listing them on the mandatory training courses for staff and managers. |
| Conduct an accessible documents workshop in conjunction with I&IT Accessibility Centre of Excellence. | The Ministry worked with the I&IT Accessibility Centre of Excellence to coordinate a training workshop on how to create accessible Word and PDF documents. The training session was offered in September. |
| Ensure current assistive software being used in the Ministry is compatible with the Next Generation Desktop software upgrade. | As part of the Next Generation Desktop project, all software, including assistive devices, were either upgraded or verified to be compliant with Next Generation Desktops. Assistive devices are provided to staff as required. |
| The OSS will continue to consult with people with disabilities to seek their advice on which barriers, and which remedial actions should have priority for the coming years. | OSS Staff worked with persons with disabilities to communicate in a manner that takes into account their disability. OSS continued consultations with persons with disabilities on various OSS initiatives and publications, such as the OSS Guide to Programs and Services for Seniors. |
Information and Communications
| 2012 – 13 Commitments | Measures Taken |
|---|---|
Continue to ensure compliance with WCAG 2.0 AA:
| All MCI Internet websites and web content on those websites, excluding live captioning and audio description on pre-recorded videos, were made WCAG 2.0 AA compliant. The Ministry is aware of its requirements relating to compliance with WCAG 2.0 AA as per the IASR. In 2012-13, no new intranet sites were launched; however, any sites under consideration will be compliant going forward. Staff responsible for web content (e.g., web masters, web coordinators, or cluster coordinators) completed accessible web content training consistent with WCAG 2.0 AA. |
| Maintain online Accessibility Infobank on the MCI intranet and continue to link and feature the resources available to all staff through the I&IT Accessibility Centre of Excellence and the Diversity Office intranets. | The Ministry reviewed and updated its online Accessibility Infobank to link to and feature the resources available to all staff through the I&IT Accessibility Centre of Excellence and the Diversity Office intranets. |
| The OSS will continue to review all posted signage to meet the needs of customers with visual impairment. | All posted signage met and continues to meet the OPS accessibility requirements. |
| The OSS will continue to ensure all printed material as it is produced, meets the needs of customers with visual impairment. | The OSS Guide to Programs and Services for Seniors was made available in large print and accessible PDF format. |
| The OSS will continue to offer information in accessible formats and strive to meet accommodations requests at events. | Information was made available in accessible formats at eventssuch as meetings of the Ontario Seniors’ Secretariat Liaison Committee (OSSLC). |
Employment
| 2012 – 13 Commitments | Measures Taken |
|---|---|
| Continue Diversity Mentoring Program that includes Senior Management at the Deputy Minister, Assistant Deputy Minister, and Director levels. | Senior managers and staff participated in the Diversity Mentorship Program, including Senior Management at the Deputy Minister, Assistant Deputy Minister, and Director levels. Augmented support to participants through diversity workshops and a speed mentoring event, which was well received by participants. |
| Continue to work with HROntario to develop barrier free job descriptions and notify candidates that accommodations are available on request and provided such accommodations to applicants throughout the hiring process. | The Ministry continued to work with HROntario to develop accessible job descriptions that were barrier free. The Ministry provided notice to potential job applicants that accommodations are available upon request and provided such accommodations to applicants throughout the hiring process. |
| Remind managers and make sure they are aware of the available tools/processes to provide Employment Accommodations. Ensure managers with employees who have disabilities have documented accommodation plans in place. | The Ministry promoted tools and resources that are available to support employee accommodations for managers and staff, through the Ministry’s intranet site. The Ministry supported individualized workplace accommodation plans for its employees. |
| Continue to have accessibility commitments included in all managers’ performance plans. | The Ministry continued to require that all managers have a performance commitment on Service Excellence that included providing fully accessible services to clients with disabilities. |
Built Environment
| 2012 – 13 Commitments | Measures Taken |
|---|---|
| MCI is committed to greater accessibility in buildings and outdoor spaces and will ensure that accessibility design features are incorporated into the design of any new or renovated ministry space. | The Ministry ensured accessibility design features were incorporated into the design of any new ministry space, including relocations and office renovations. |
| Ensure common areas are kept free of obstacles, ergonomic furniture procured and special tools/equipment obtained to meet the needs of persons with disabilities. These matters will be addressed as requests for accommodations are made. | The Ministry ensured common areas were free of obstacles, ergonomic furniture procured and special tools/equipment obtained to meet the needs of persons with disabilities as requested. |
Procurement
| 2012 – 13 Commitments | Measures Taken |
|---|---|
| The Ministry controller will update MCI’s Procurement Directive and embed accessibility as part of the policy, which includes incorporating an accessibility requirement in all procurement documents e.g., Request for Proposals (RFPs), Request for Quotation (RFQs). | The Ministry’s controller updated MCI’s Procurement process and embedded accessibility, including incorporating an accessibility requirement in all procurement documents, e.g., Request for Proposals. Will continue to revise and update processes accordingly. |
| New training will be developed and rolled out to all ministry staff who are responsible for procurements. The new training package will incorporate the new Procurement Directive requirements and Supply Chain Management accessibility guidelines and checklist. | New training has been developed and will be pilot tested to selected users and updated accordingly. |
Accessibility Training
| 2012 – 13 Commitments | Measures Taken |
|---|---|
| Investigate the possibility of American Sign Language (ASL) training as a Lunch and Learn session. | Explored the possibility of American Sign Language (ASL) training as a Lunch and Learn session and will be reviewing options to provide this and other Lunch and Learn education opportunities to Ministry staff. |
| Promote Mission Possible series through a spotlight on the intranet, encourage staff to incorporate as part of their Performance Learning and Development Plan (PDLP). | To build on the managers’ accessibility commitments, the Ministry has encouraged managers to have staff add accessibility commitments to their performance and learning plans. Presentations were delivered to management teams to raise awareness of accessibility requirements, including the Integrated Accessibility Standards Regulation. |
| Encourage refresher “May I Help You? Welcoming Customers with Disabilities” and “May I Help You? Supplementary: Ten Things You Need to Know About Accessible Customer Service” training. | The Ministry promoted accessibility training, including the May I Help You training courses by listing accessibility training courses on the mandatory training courses for staff and managers. |
| Continue to have mandatory accessibility training for all staff (“May I Help You? Welcoming Customers with Disabilities” and “May I Help You? Supplementary: Ten Things You Need to Know About Accessible Customer Service”). In addition, management is required to have completed the ODA: Maximizing the Contribution of Employees with Disabilities. | The Ministry has a written training plan for accessibility which is posted on the intranet and requires that:
Other training opportunities such as the OPS Inclusion Lens lunch and learns were made available to all staff. If additional accessibility training is requested, the Ministry accommodates to the best of its ability, including referring to outside sources (e.g., Accessible Documents Training Workshop). |
| Train ministry staff or volunteers, as appropriate to their duties, on the requirements of the Integrated Accessibility Standards Regulation and the Ontario Human Rights Code as it pertains to persons with disabilities. | MCI promoted the International Day of Persons with Disabilities (December 2012) by designating it as an accessibility training day. An announcement was sent to all staff regarding mandatory training courses on the Integrated Accessibility Standards Regulation and a video on the Ontario Human Rights Code as it pertains to persons with disabilities. MCI ensures that new employees are appropriately trained in providing accessible customer service:
|
Others
| 2012 – 13 Commitments | Measures Taken |
|---|---|
| Continue to include accessibility and diversity in the criteria of MCI’s Sterling Awards employee recognition program (ongoing). | Accessibility and diversity is included in the criteria of its Sterling Awards employee recognition program. The Ministry expanded the awards nomination period to promote greater participation and recognition. |
| Continue to ensure accessibility requirements are taken into consideration while making enhancements to the Grants Ontario System. | Grants Ontario staff and IT worked closely with the Accessibility team to ensure compliance with accessibility requirements during the design and implementation of the Grants Ontario System’s public facing portal. |
| OSS will have an Accessibility Ambassador that keeps employees informed of accessibility issues and news. This ambassador will be available to assist if questions regarding accessibility arise. | OSS identified an Accessibility Ambassador who was also a member of the MTCS/OSS Diversity and Accessibility Committee. |
Section Two: Report on Measures Planned for 2013 - 14
| MYAP Outcomes | MYAP Deliverables and Timelines | Ministry Proposed Measures for 2013 -14 |
|---|---|---|
Employment Accommodation People with disabilities who are OPS employees participate fully and meaningfully in services and employment | 2013 - Conduct management review on accommodation for employees with disabilities 2013 - Increased awareness in OPS of accessibility best practices in customer service and the workplace 2013 - Senior managers have accessibility performance commitments | Increase awareness of employment accommodation directives, policies and plans with managers. Ensure the availability of accessible formats and communication supports for employees. Continue Diversity Mentorship program for senior management and staff. The Ministry has accessibility commitments, with a focus on inclusion and applying inclusion lens, in all managers’ performance plans. This includes promoting the Diversity Office’s suggested measures to support the inclusion commitment for managers. The Ministry will require selected staff (in accordance with job duties) to complete the newly developed Integrated Accessibility Standards Regulation (IASR) e-learning courses related to Employment accessibility standards. The Ministry will add these courses to the Ministry’s accessibility training plan and include them under the list of required training. |
Employment Accommodation People with disabilities who are OPS employees participate fully and meaningfully in services and employment | 2014 - 16 – Best practices on employment accommodation and return to work implemented 2014 - 16 – Better accommodation for employees with disabilities resulting from management review 2014 - 16 – Managers and staff have accessibility performance commitments | Review results of Employee Engagement survey 2014. Will continue to promote accommodations best practices for employees with disabilities. Comply with OPS performance plan accessibility commitments for staff and managers. |
Information and Communications Information and Communications are available in accessible formats to all OPS staff and customers | 2013 - Accessibility criteria built into decision-making, project management, procurement, technology, infrastructure, I&IT and training 2013 – Accessibility Expo | Continue to meet Web Content Accessibility Guidelines (WCAG) standards. Train webmasters on accessible websites and staff on web-ready documents. Communicate the availability of accessible formats and communication supports to the public by January 1, 2014. Information technology services used by the Ministry will be monitored for possible accessibility issues and solutions provided as soon as practicable. The Ministry will continue to work with Justice Technology Services and Community Services I&IT Cluster to look for future opportunities to leverage cluster resources to ensure that the Ministry is aware of any new technologies, and that appropriate information technology solutions are provided as required. Commit to sending at least 5 Ministry delegates to Expo/JOIN conference in the Fall of 2013. Provide Ministry Lunch and Learn with content relating to Expo/JOIN conference. The Ministry will require selected staff (in accordance with job duties) to complete the newly developed Integrated Accessibility Standards Regulation (IASR) e-learning courses related to accessibility Information and Communication standards. The Ministry will add these courses to the Ministry’s accessibility training plan and include under the list of required training. |
Information and Communications Information and Communications are available in accessible formats to all OPS staff and customers | 2014 - 16 – Communications, websites, technology solutions and documents employ accessibility best practices 2014 - 16 – Accessibility Expo continues annually | Continue to meet accessible format standards and templates based on best practices. Commit to sending at least 5 Ministry delegates, including employees with disabilities, to future Expo/JOIN conferences. Continue to ensure compliance with WCAG 2.0 AA for all MCI Internet websites and web content on those websites, excluding live captioning and audio description on pre- recorded videos (2016). |
Built Environment There is greater accessibility into, out of and around OPS facilities and public spaces | 2013 - Continue to develop strategies for addressing infrastructure barriers | Government Facilities Increase awareness of the OPS barrier-free requirements for government facilities. Schedule regular meetings between Accessibility Lead and accommodations management to discuss accommodation issues within existing Ministry infrastructure. |
Built Environment There is greater accessibility into, out of and around OPS facilities and public spaces | 2014 - 16 – OPS ready to implement requirements of AODA built environment regulation. | Public Spaces Prepare for January 1, 2015 IASR requirements under the Design of Public Spaces Standards. Increase manager awareness of accessible built environment obligations in the IASR, Ontario Building Code and OPS barrier-free requirements for government facilities. |
Procurement Accessibility considerations are integrated into OPS procurement processes. | Highlight the need to take accessibility requirements into account during the procurement process (2013-14). Assure that the RFP process itself does not create barriers for vendors with disabilities (2013-14). | |
Leadership The OPS endeavours to demonstrate leadership for accessibility in Ontario | 2013 - Ongoing consultations with persons with disabilities 2013 - Ministries continue to publish annual accessibility plans | Continue to promote accessibility through the Ministry’s Accessibility Planning Team that encourages participation by employees with disabilities. Continue regular meetings of Accessibility Planning Team to provide ongoing input, advice and to liaise with the senior management team for the implementation and development of current and future accessibility plans. |
Leadership The OPS endeavours to demonstrate leadership for accessibility in Ontario | 2014 - 16 – Accessibility continues as strong organizational commitment | Develop strategies that will assist the Ministry to meet its IASR obligations in areas such as web accessibility, procurement and public spaces. |
Section Three: Report on Legislative Review
Acts, Regulations and Policies Reviewed in 2012 - 13
In support of the government’s commitment to improve accessibility for persons with disabilities, the Ministry of Citizenship and Immigration will continue to review legislation, regulation and policies, to identify and remove barriers to accessibility.
Recognizing the importance of addressing accessibility barriers in laws that have a high impact on members of the public and persons with disabilities, the government is following a three-pronged strategy that will prioritize the review of high impact legislation including:
- Development of a standardized process and tools for identifying and addressing accessibility barriers;
- By the end of 2014, review of 52 targeted high-impact statutes that meet the following criteria:
- Statutes that affect persons with disabilities directly;
- Statutes that provide for the delivery of widely applicable services or programs;
- Statutes that provide benefits or protections; or
- Statutes that affect a democratic or civic right or duty; and
- Review procedural rules, policies and guidelines for select high-impact legislation, where necessary.
The Retirement Homes Act, 2010 has been identified to be reviewed as part of this phase.
In addition, as part of the commitments made in MCI’s 2012-13 Accessibility Plan, the Ministry of Citizenship and Immigration has reviewed the following statutes:
Fair Access to Regulated Professions and Compulsory Trades Act, 2006
Ministry of Citizenship and Culture Act, RSO 1990, Chapter M. 18
Remembrance Day Observance Act, 2010
Vimy Ridge Day Act 2010
Holodomor Memorial Day Act, 2009
Holocaust Memorial Day Act, 1998
Acts, Regulations and Policies to be Reviewed in 2013 - 14
The Retirement Homes Act, 2010 will be reviewed for accessibility barriers as part of the above strategy.
Glossary of Terms and/or Acronyms
AODA – Accessibility for Ontarians with Disabilities Act, 2005
ASCS - Accessibility Standards for Customer Service Regulation
IASR – Integrated Accessibility Standards Regulation
MYAP – Multi-Year Accessibility Plan
OPS – Ontario Public Service
ODA – Ontarians with Disabilities Act, 2001
TTY – Telephone Typewriter or Telecommunication Device for the Deaf
WCAG - Web Content Accessibility Guidelines
MCI - Ministry of Citizenship and Immigration
How to Contact us
Questions or comments about the Ministry of Citizenship and Immigration‘s Plan are always welcome. General inquiry number: 416-327-2422
General inquiry TTY number: 416-212-3188
Toll free 1-800 number: 1-800-267-7329
Toll free TTY 1-800 number: 1-877-636-9577
E-mail: info.mci@ontario.ca
Ministry website address: www.citizenship.gov.on.ca
Visit the AccessOn web portal found on the Ministry of Economic Development, Trade and Employment’s website. AccessOn promotes accessibility and provides information and resources on how to make Ontario an accessible province for everyone.
Alternate formats of this document are available free upon request from:
Phone: 1-800-668-9938
TTY: 1-800-268-7095
2013 Queen’s Printer for Ontario
ISSN 2292-2342 (Print) ISSN 2292-2350 (Online)
Ce document est disponible en français.