Executive Summary

Each year, the Ontario Public Service (OPS) sets a course to prevent, identify and remove barriers for persons with disabilities. Every ministry participates through the preparation of an annual accessibility plan.

In 2012, the OPS released its first multi-year accessibility plan (MYAP) entitled Accessibility in the Ontario Public Service: Leading the Way Forward. The Plan 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."

Building on the OPS Statement of Commitment and the OPS MYAP, the Ministry of Citizenship, Immigration and International Trade’s (MCIIT) 2015 Accessibility Plan will continue to move the Ministry and the OPS toward the goal of demonstrating leadership in becoming an accessible province for all Ontarians.

MCIIT complies with the Accessibility Standards for Customer Service and the Integrated Accessibility Standards Regulation (IASR). These regulations establish phased-in requirements in the following accessibility standards:

  • customer service
  • information and communications
  • employment
  • transportation
  • design of public spaces

The 2015 MCIIT Ontarians with Disabilities Act (ODA) Plan, celebrates the tenth anniversary of the ODA and demonstrates how the measures taken in 2015 and those proposed for 2016 support the key outcomes and deliverables of the OPS MYAP as we continue on the path toward an accessible Ontario by 2025.

Section one: report on measures taken by the Ministry in 2015

Customer service

MYAP key outcome

People with disabilities who are OPS customers receive quality goods and services in a timely manner.

Measures taken by MCIIT in 2015

  • Service disruption notices were communicated as appropriate, and were posted on-site with the reason for disruption, duration and a description of alternative facilities or services that were available
  • The Accessibility Planning Team reached out across the Ministry to request feedback from staff on any services which may have accessibility barriers
  • Proactively provided information in accessible formats, e.g., the Seniors Guide, published by the Ontario Seniors’ Secretariat, contains information and resources for seniors, and is available in large font and in a variety of languages
  • The Ministry continues to provide fully accessible venues for public facing events. Examples include:
    • The Ontario Women’s Directorate hosted the “It’s Never Okay: 2015 Summit on Sexual Violence and Harassment”. The Summit brought together frontline workers and community leaders to end sexual violence and harassment. The event was fully accessible, including:
      • Elders from Aboriginal communities and counselors on hand to provide assistance and support to Summit delegates
      • American Sign Language (ASL) was offered in all full sessions and on request in any breakout session
      • the website and all Summit materials were bilingual and compliant with the Accessibility for Ontarians Disability Act (AODA)
      • full French interpretation in all sessions
      • the Summit facility was fully accessible, and gender neutral washrooms were designated on each floor

    • all medal and recognition award ceremonies hosted by Ontario Honours and Awards Secretariat were fully accessible, including the following:

      Event venues
      • parking areas, entrance, hallways, elevators, registration areas, meeting rooms, washrooms and other public facilities
      • signage was posted in large print for accessible entrances, parking and washrooms as required
      • displayed event specific signage in large print at various venue entrances – large pop up displays
      • inspected, identified and/or removed obstacles and uneven surfaces as required
      • inspected and adjusted interior lighting as required
      • assessed and adjusted seating arrangements (e.g., space between seats, space between seat rows, and width of aisles) for accessibility as required
      Refreshments and dietary considerations
      • presented refreshments on tables within easy reach of persons who required assistive devices such as scooters and wheelchairs
      • assigned catering service staff or ministry staff to assist in providing information or assistance with refreshments
      • provided an opportunity for attendees to indicate specific dietary needs during registration
      • accommodated specific identified dietary needs when possible (e.g., vegetarian, gluten-free, lactose-intolerance or kosher meal alternatives); provided food signage when appropriate
      Event
      • reserved seating for persons with non-identified accessibility needs (e.g., provided front row and /or aisle seating, space for wheelchairs or scooters)
      • provided an opportunity to indicate specific accessible needs during registration
      • accommodated specific identified accessibility needs when possible (e.g., provided wide seating with armrests or alternatives, if available)
      • assigned event venue staff or ministry staff to direct and assist persons with accessibility needs
      • utilized ASL interpreters in large settings (Canada Day, Remembrance Day, Order of Ontario, Tribute to the Fallen, and the David C. Onley Awards) or upon request
    • Staff are aware of the OPS Accessible Customer Service Policy as it pertains to providing accessible formats and communications supports and messaging on the Ministry’s ‘Contact Us’ website
    • No fees were charged for support persons who attended ministry attractions, meetings or events

Information and communications

MYAP key outcome

Information and Communications are available in accessible formats or with necessary supports to all OPS staff and customers.

Measures taken by MCIIT in 2015

Website compliance
Information technology
  • Information technology services were monitored for possible accessibility issues and solutions provided as soon as practicable. The Ministry continued to work with Justice Technology Services and Community Services I&IT Cluster to identify 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
Availability of accessible formats
  • The availability of accessible formats and communication supports continued to be publicized via the internet contact us page, with a link to the full Accessible Customer Service policy
  • Upon request, the Ministry provided accessible formats and communications supports in a timely manner at no additional cost, taking into account the requestor’s needs. Consultations with the Ministry Accessibility Lead were completed on an as needed basis
  • All of Ontario Honours and Awards nomination forms for 18 medal/award programs were accessible and available on the Ministry’s website or through the government’s central forms repository (www.Ontario.ca/forms). All nomination forms were approved, developed and supported by the Ministry of Government and Consumer Services (MGCS). Nominations could be submitted online or by mail (paper format)
  • Closed captions on video presentations and online live stream for all Ontario Honours and Awards Secretariat programs
  • Provided accessible communications products when required. For example, the David C. Onley Leadership in Accessibility Awards had Braille invitations, programs and certificates, and e-screen reader software for all nominations read by selection committee members
  • Invitations to events were either accessible or included information about how to receive the invitation in an accessible format
    • the Order of Ontario included an insert with information on how to receive an accessible invitation if required

Employment

MYAP key outcome

OPS employees with disabilities participate fully and meaningfully in their employment.

Measures taken by MCIIT in 2015

  • The Ministry sent four representatives to attend the Expo/JOIN (Job Opportunity Information Network) Conference. (JOIN assists persons living with disabilities to find and maintain employment and assists employers to recruit qualified candidates to meet their hiring needs)
  • The Ministry continued to require that all managers have a performance commitment to provide fully accessible services to clients. In addition, managers were required to select suggested commitments to support inclusion developed by the Diversity Office
  • Continued the Diversity Mentorship program for senior management and staff in partnership with the Ministry of Aboriginal Affairs, and the Ministry of Tourism, Culture and Sport. Twenty six staff members participated as employee partners and twenty two managers participated as executive partners
Recruitment
  • Hiring managers worked with HROntario and/or Human Resources to develop accessible job descriptions that were barrier free
  • Potential applicants (both internal and external) were notified about the availability of accommodations for disabilities, where needed, to support their participation in the recruitment process
  • Once employees were hired, they were informed about the Employee Accommodation and Return to Work Policy. In addition, they were required to take mandatory accessibility training within the first 3 months of employment
Informing employees of supports
  • Ministry employees were informed of new employment policies through OPS communication vehicles such as the OPS intranet (MyOPS) and internal OPS newsletter (OPS Weekly)
  • Promoted the OPS Disability Support Strategy including a training webinar featured on the Ministry’s HR intranet
Accessible formats and communication supports
  • Employees were informed of policies for accessible formats and communication supports in order to support staff with disabilities as soon as is practicable, or as this requirement came into effect
  • The Ministry continued to implement best practices for accommodations for employees with disabilities
  • ASL interpreters were provided for mandatory all staff events
Documented individual accommodation plans
  • Managers complied with the requirements to work with employees with disabilities to develop individual employment accommodation plans. All staff that required an accommodation have a documented plan
  • Individualized workplace emergency response information, when required, was included in accommodation plans of employees with disabilities
  • Employees, both those new to the organization and existing employees, whose circumstances have changed, participated in the development of their individual accommodation plans
Mental health and wellness for employees
  • Promoted and created awareness around mental health and wellness in order to help employees be more self-aware and understand their own mental health. Activities included:
    • incorporated mental health as part of diversity and inclusion initiatives
    • promoted mental health awareness through: intranet spotlights, webinars/webcasts, All Staff Days, and Lunch and Learns
    • extensive use of the Ministry’s HR intranet site to promote mental health issues and Employee Assistance Program (EAP) services
    • education for managers, which included a half-day session on mental health strategies to better understand their own mental health needs and identify mental health issues. In addition, a mental health toolkit was promoted in order to support managers
    • participated in the OPS Mental Health Working Group which included a designation of a Ministry Mental Health champion and representation on the program development team

Built Environment

MYAP key outcome

There is greater accessibility into, out of and around OPS facilities and public spaces.

Measures taken by MCIIT in 2015

  • Developed and implemented a training plan for ministry facilities staff on the new Built Environment requirement outlined in the Integrated Accessibility Standards Regulation (IASR). The training included an e-course to support implementation of the new standard and information on the accessible design of public spaces and barrier-free design requirements of Ontario’s Building Code
  • Employees in facilities completed Built Environment training to learn about the new legislative framework, the importance of an accessible built environment in the OPS, Accessibility for Ontarians with Disabilities Act (AODA) accessible design of public spaces requirements and the updated barrier-free design requirements of Ontario’s Building Code
  • The Ministry continued to be compliant with the Design of Public Spaces (DOPS) standard under the Integrated Accessibility Standards Regulation (IASR) that came into effect on January 1, 2015
  • The Facilities Manager consulted with Human Resources (HR) and managers regarding employee accommodations and addressed them appropriately according to their needs

General Outcomes

MYAP key outcome

OPS staff are able to identify barriers to accessibility in OPS policies, programs, services and facilities, and actively seek solutions to prevent or remove them on a continuing basis throughout the organization.

Measures taken by MCIIT in 2015

Leadership
  • Continued to promote the importance of accessibility through the Ministry’s Accessibility Planning Team, with representatives from across the Ministry. The team met regularly throughout the year. Their responsibilities included: to create awareness and promote accessibility initiatives, liaise with senior management to communicate new requirements, and provide input and advice on the implementation and development of accessibility initiatives
Procurement
  • MCIIT is committed to considering accessibility when procuring suppliers. The Ministry:
    • considered accessibility in the procurement of goods and services and verified that suppliers complied with the Ontarians with Disabilities Act (ODA)
    • asked potential suppliers to identify the accessible options they offer; accessibility is also a criterion for evaluation
    • complied with the OPS Procurement Directive, and have applied the ODA procurement guidelines and Accessibility Obligations in Procurement Checklist
    • reviewed procurement documents for language related to accessibility, if needed
  • Continued to provide ministry staff with procurement advice, recommendations and training on how to include accessibility, according to the OPS Procurement Directive
  • Accessibility obligations are integrated into the Ministry’s Financial Delegation of Authority (FDOA)
Emergency management
  • The Ministry has an emergency management e-learning program that includes a section on procedures and personal preparedness for emergencies. The training also has a section on accessibility and people with disabilities. The program meets all accessibility standards and is available in alternate formats, as needed
  • The Ministry has a registration process for staff or visitors requiring assistance during an emergency evacuation and a buddy system to support those requiring assistance to the Designated Waiting Areas. The forms required for registration are considered personal and confidential and are retained by the employee, his/her manager, and, as needed with other persons identified in the plan (buddy, backup). Should the Designated Waiting Area & Buddy System not be suitable, this form allowed the Ministry to document an individualized evacuation plan to be used during an emergency evacuation
  • Ministry notices of program disruptions as a result of building system failures, closures, incidents and demonstrations were clearly visible, when required, and showed the reason for disruption, duration, and description of alternative facilities or services that were available, if any
  • Fire wardens and first aid responders were clearly identified by overhead ceiling signage in work spaces
  • Ministry-specific customer service-related policies, practices, procedures were amended to outline what staff must do in the event services usually accessed by persons with disabilities were unavailable. A sample disruption notice or template was readily available to staff or on file
Training
  • Tracked and maintained records of completed mandatory accessibility courses completed by staff
  • An OPS Inclusion Lens (The Lens) in house train-the-trainer session was delivered in collaboration with the Diversity Office
    • representatives from all program areas attended in order to build capacity in the use of the OPS Inclusion Lens across the Ministry in program and policy development
    • OPS Inclusion Lens Champions were identified in each area, and were required to complete online e-training, participate in a webinar and complete the in- person train-the-trainer session. This helped to take the Lens from theoretical to practical
    • the Ministry has created a sustainable model of training as these individuals have taken their skills back to their branches/division, in order to train individuals, transfer knowledge across their area and support ongoing training
    • the training included a case study relevant to the Ministry. This provided a deeper understanding of how to use the tool on various projects, and gave the participants an opportunity to ask pertinent questions
  • Developed a multi-faceted approach to promote the use of accessible documents. Multiple training options were made available to staff
    • coordinated communication strategy to promote e-learning modules as well as in person training for creating accessible documents
    • delivered in person accessible documents training which was attended by staff from across the Ministry
    • developed tools and provided resources to support employees in the creation of accessible documents
    • developed an “Accessible Documents At-A-Glance” placemat as a reminder to staff to make documents accessible. Feedback was gathered from the Accessibility Working Group and the placemat was piloted with attendees of the in person accessible documents training session
  • Members of the MCIIT Accessibility Working Group and interested staff attended a Deaf, Deafened and Hard of Hearing training webinar led by the Ministry of the Attorney General (MAG). The training provided an opportunity to learn about Deaf culture, practical considerations and accommodation needs for individuals who identify as Deaf, deafened or hard of hearing
  • Completion of mandatory accessibility training was required for all new staff (within 90 days of their start date). The training included Accessible Customer Service, training on the Integrated Accessibility Standards Regulation (IASR) as well as the Ontario Human Rights Code (OHRC)
  • New managers and HR staff were required to complete an OPS Employment Standards e-course

Section two: report on measures proposed by the Ministry for 2016

The upcoming activities proposed by MCIIT are in alignment with key outcomes and deliverables as outlined in the OPS Multi Year Accessibility Plan, 2013 - 2016.

Customer service

MYAP key outcome

People with disabilities who are OPS customers receive quality goods and services in a timely manner.

Proposed measures
  • New staff are required to complete all mandatory accessibility training modules within the first 90 days of employment. Training for all staff includes:
    • May I Help You? – Welcoming Customers with Disabilities, May I Help You? ( focus on providing accessible customer service to people with disabilities)
    • Supplementary: Ten Things You Need to Know About Accessible Customer Service (additional information about making services accessible to customers with disabilities)
    • Integrated Accessibility Standard Regulation (IASR) in the OPS (provides an overview of the requirements of the regulation and the actions the OPS is taking to comply with the regulation)
    • Working Together – the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA) (An introduction to the OHRC and how it relates to persons with disabilities and the AODA)
  • Ensure disruption notice policies are in place when services are unavailable
  • Analyze feedback received on services for any accessibility barriers
  • Identify which accessible devices are available on site to people with disabilities and ensure that staff are familiar with how to use them
  • Support Ministry OPS Inclusion Lens Champions across all program areas
  • Promote accessible customer service through various media e.g., intranet, posters
  • Continue to provide accessible event venues and accommodations as necessary in order for attendees to participate fully in the ceremony or event. Give participants an opportunity to identify accessibility needs prior to and/or during event registration

Employment accommodation

OPS MYAP key outcome

People with disabilities who are OPS employees participate fully and meaningfully in services and employment.

Proposed measures
  • New managers are required to complete courses on creating an accessible workplace. Courses include:
    • Integrated Accessibility Standards Regulation (IASR) Employment Standards (focus on identifying potential barriers to accessible employment in the workplace, determining when employment accommodation is required and recognizing appropriate solutions, and understanding the duty to accommodate people with disabilities under the Human Rights Code and the IASR). New HR staff are also required to complete this course
    • Disability Accommodation (managers will learn how to identify and respond to the needs of employees with an illness, injury, and/or disability)
  • Ensure the availability of accessible formats and communication supports for employees
  • ASL interpreters are provided for mandatory all staff events
  • Continue Diversity Mentorship program for senior management and staff
  • Continue to promote accommodation best practices for employees with disabilities
  • Comply with OPS performance plan accessibility commitments for managers and staff
  • Implement a coordinated approach across the Ministry to enhance awareness around mental health and wellness in order to help employees be more self-aware and understand their own mental health, including:
    • provide training in collaboration with the Ministry’s Diversity and Inclusion Working Group
    • leverage resources and share information available on mental health sites including the OPS Centre for Employee Health, Safety & Wellness and the OPS Healthy Workplace, Healthy Minds initiatives
    • promote Mental Health and Wellness webinars and activities presented by the OPS

Information and communications

Information and Communications are available in accessible formats to all OPS staff and customers.

Proposed measures

  • All MCIIT internet content will be available in an accessible format by January 1, 2016
  • Continue to ensure compliance with WCAG 2.0 AA for all new MCIIT internet websites and web content on those websites, including live captioning and audio description on pre-recorded videos
  • New staff are trained on all mandatory accessibility training modules on the Integrated Accessibility Standards Regulation (IASR) Information and Communications Standards which focuses on the benefits of providing accessible information and communications, identifying the impacts of potential barriers to accessible information and communications, and determining various solutions and options
  • Information technology services used by the Ministry are 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

Built environment

There is greater accessibility into, out of and around OPS facilities and public spaces.

Proposed measures

  • Continue to meet the barrier-free requirements for government facilities and the requirements under the Design of Public Spaces Standards
  • Best practices for accessible design are considered in the development and/or redesign of new Ministry spaces
  • New staff in facilities are required to take training on accessibility in the built environment
  • Continue to consult with managers and employees with regard to specific employee accommodation needs and address accordingly

General outcomes

MYAP key outcome

OPS staff are able to identify barriers to accessibility in OPS policies, programs, services and facilities, and actively seek solutions to prevent or remove them on a continuing basis throughout the organization.

Measures proposed by MCIIT for 2016

Procurement
  • MCIIT will continue to consider accessibility when undertaking procurements. The Ministry will:
    • ensure that accessibility has been considered and that suppliers comply with the Ontario Human Rights Code, the Ontarians with Disabilities Act (ODA), as well as the AODA and its regulations
    • ask potential suppliers to identify the accessible options they offer and include accessibility as part of the evaluation criteria
    • continue to comply with the OPS Procurement Directive, and apply the ODA procurement guidelines and Accessibility Obligations in Procurement Checklist
    • incorporate Accessibility Language for Procurement in procurement documents, if required
    • continue to provide ministry staff with procurement advice, recommendations and training on how to include accessibility, according to the Procurement Directive
    • if the procurement is for reimbursement for purchases of goods or services to accommodate staff with disabilities, the Disability Accommodation Policy and the guidelines on the Employment Accommodation Fund for Employees with Disabilities will be followed
Leadership
  • Continue to promote accessibility through the Ministry’s Accessibility Planning Team with representatives from across the Ministry. The team will meet regularly throughout the year. Their responsibilities include creating awareness and promoting accessibility initiatives, liaising with Senior Management to communicate new requirements, and providing input and advice on the implementation and development of the new accessibility requirements
  • Continue to have representation on the Disability Advisory Council (DAC)
Training
  • Continue to require new staff to complete all mandatory accessibility training modules within the first 90 days of employment. Training for all staff includes:
    • May I Help You? – Welcoming Customers with Disabilities, May I Help You? (focus on providing accessible customer service to people with disabilities)
    • Supplementary: Ten Things You Need to Know About Accessible Customer Service (additional information about making services accessible to customers with disabilities)
    • Integrated Accessibility Standard Regulation (IASR) in the OPS (provides an overview of the requirements of the regulation and the actions the OPS is taking to comply with the regulation)
    • Working Together – the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA) (An introduction to the OHRC) and how it relates to persons with disabilities and the AODA)
  • Continue to require new managers to complete courses on creating an accessible workplace. Courses include:
    • Integrated Accessibility Standards Regulation (IASR) Employment Standards (focus on identifying potential barriers to accessible employment in the workplace, determining when employment accommodation is required and recognizing appropriate solutions, and understanding the duty to accommodate people with disabilities under the Human Rights Code and the IASR). New HR staff will also be required to complete this course
    • Disability Accommodation (managers will learn how to identify and respond to the needs of employees with an illness, injury, and/or disability)
  • Promote accessible documents training either online or in person
  • Create a communication strategy to promote mental health awareness training sessions
    • training sessions in conjunction with the Diversity and Inclusion Working Group, for example, Mental Health Awareness training available through the Employee Assistance Program (EAP)
    • promote training that is under development from the Healthy Workplace, Healthy Minds initiative, for example, in-house First Aid Mental Health training

Section three: addressing the identification of barriers in legislation

Introduction

In 2005, the government introduced the Accessibility for Ontarians with Disabilities Act, S.O. 2005, c. 11, with the goal of making Ontario accessible by 2025. The Ministry of Citizenship, Immigration and International Trade (MCIIT) remains committed to the goal of ensuring that Ontario legislation does not create barriers to persons with disabilities. Accordingly, the Ministry continues to review government initiatives, including Acts, regulations, policies, programs and services, for the purpose of identifying and removing barriers.

Acts, regulations, and policies reviewed

In support of its goal, the government committed to review Ontario legislation to identify and address accessibility barriers, and, more specifically, undertook a coordinated review of 51 statutes considered to have a high impact on persons with disabilities. This review took place over the course of 2014 – 2015, and included the Retirement Homes Act, 2010, S.O. 2010, c. 11, which the Ontario Seniors’ Secretariat (OSS) oversees. This review identified two potential accessibility issues concerning the Retirement Homes Act:

  • ss. 55(2) of the Act requires certain information to be posted in a retirement home in a conspicuous and easily accessible location. From an accessibility perspective, this requirement raises a concern that a person with a visual disability may not be aware that information is posted as required. OSS is currently considering how best to ensure that the required information is communicated in a manner that accommodates those who may have a visual disability
  • ss. 88(3) of the Act provides for a fixed, 60-day deadline for initiating a review by a Complaints Review Officer appointed under the Act. In turn, this section raises a concern that someone with a disability may not be able to comply with the deadline, as they may require additional time in order to submit a written complaint. OSS is currently considering whether or how to implement a discretionary mechanism that would allow this deadline to be extended for those with a disability who required accommodation

Measures currently in place

In 2011, the Ontario Public Service (OPS) launched the OPS Inclusion Lens. The OPS Inclusion Lens is an analytical tool that helps staff incorporate elements of inclusion into their work through an enhanced understanding of diversity and accessibility. The OPS Inclusion Lens can be used when initiating a project or reviewing policies, programs, legislation, guidelines and procedures. The OPS Inclusion Lens can assist in identifying, removing and preventing barriers to accessibility and other dimensions of diversity.

Upcoming plans for review

In the coming year, Ontario Seniors’ Secretariat (OSS) will be considering how to modernize the Elderly Persons Centres Act, R.S.O. 1990, c. E.4 (the “Act”), which govern the province’s Elderly Person Centres (“EPCs”). EPCs are provincially-funded seniors’ and community centres providing social and recreational programs to promote wellness for seniors. EPCs may also offer preventive, health education and support services that help keep seniors healthy, active and independent for as long as possible. As such, they are an integral part of Ontario’s Action Plan for Seniors, and support Ontario’s mission to make the province the best place to grow up and grow old. In 2015, the government conducted a comprehensive review of the EPC sector, including the Act. OSS anticipates some change to the Act, a process that will be reviewed through the Inclusion Lens.

MCIIT will also be developing regulations under the Ontario Immigration Act, 2015, S.O. 2015, c. 8 (the “OIA”), which was enacted in early 2015 but is not yet in force. The OIA is framework legislation which, among other things, will enhance Ontario’s work with the federal government on the recruitment, selection and admission of skilled immigrants to Ontario. The Ministry will review these regulations for barriers to persons with disabilities.