2024 Accessibility progress report for Indigenous Services Canada and Indian Oil and Gas Canada (IOGC)

December 2024

Table of contents

General

Executive summary

Indigenous Services Canada (ISC) published its first Accessibility Plan (the Plan) in December 2022, which aligned with the Accessible Canada Act (2019). This 3-year plan (2023 to 2025), focuses on ensuring the wellbeing, inclusion, and full participation of persons with disabilities including First Nations, Inuit, and Métis communities. Guided by the values of honesty, equity, transparency and reconciliation, ISC is committed to identifying and removing barriers for individuals with disabilities to create a more inclusive and accessible environment for all.

In 2024, Indigenous Services Canada (ISC) underwent significant changes, including establishing its own Human Resources (HR) Service. Previously, ISC and Crown-Indigenous Relations and Northern Affairs Canada (CIRNAC) were formally established as 2 departments in 2019, and initially shared a single HR service housed in CIRNAC. In 2023, it was announced that the shared services model would be ending at the end of the 2023/24, and on April 1, 2024, the ISC HR Service was established. The vision for ISC's HR function focuses on aligning human resource practices with Indigenous culture and beliefs, prioritizing and respecting diversity, inclusion, wellbeing and accessibility, while being compliant with applicable legislation and driving performance.

Throughout 2024, ISC has made significant progress in enhancing accessibility across the department to fulfill our commitment to removing barriers for persons with disabilities. This progress report highlights the key actions ISC has taken to improve accessibility in 2024 and further our goal of creating a more inclusive environment for all.

ISC is participating in the Better Accommodation Project (BAP), sponsored by Deputy Minister Champion Tina Namiesniowski. The BAP focuses on identifying and improving accommodation processes, ensuring the "Nothing Without Us" principle remains central to our decision-making. Additionally, the Employment Equity, Diversity, and Inclusion (EEDI) team coordinates the Employment System Review to comply with the Canadian Human Rights Act, the Public Service Employment Act, and the Accessible Canada Act.

Contact information

You are invited to provide feedback on barriers to accessibility, implementation of the current Plan, or on the contents of this progress report. You may submit feedback anonymously by choosing not to provide personal information. All accessibility feedback received will be acknowledged, and if a response (except what is submitted anonymously) is requested, it will be communicated in the same way that the feedback was received. Only feedback submitted anonymously will not receive a response or receipt of acknowledgement.

You may also use our contact information to request a copy of the Accessibility Plan, and its progress reports, in an alternate format (such as large font, braille, PDF) or to request a copy of the feedback process in an alternate format.

The director, workplace programs and the Accessibility and Modern Workforce team is designated to receive feedback or alternate format requests on behalf of ISC and Indian Oil and Gas Canada (IOGC).

Email: accessibilityfeedback-retroactionaccessibilite@sac-isc.gc.ca

Mail:

Indigenous Services Canada
HR Workplace Programs - Accessibility and Modern Workplace
1455-10 Wellington
Gatineau QC, K1A 0H4
Canada

Phone: 1-800-567-9604

Alternatively, you may provide feedback by filling out the Accessibility feedback form.

What we have learned

With our first Plan, the department embarked on a journey toward achieving a barrier-free Canada by 2040. Driven by intention, enthusiasm, and optimism, ISC is actively addressing accessibility barriers identified within our organization, programs and services, including for First Nations, Métis and Inuit persons with disabilities. While proud of the progress made, we recognize significant challenges remain and we are committed to continuing to address accessibility barriers in our workplace and within our programs and services.

This year, feedback from employee surveys and consultations with employees with disabilities have revealed a need for increased awareness about the department's Plan. One-third of employees consulted reported that they were aware of the plan but had never consulted it, highlighting a critical gap in communication and engagement. ISC plans to address this gap as we implement the current plan and prepare for the development of the next Plan to be implemented by December next year. In 2025, promoting awareness of the Accessible Canada Act, the departmental Plan, and accessibility supports and accommodations will be a key departmental focus, including through the BAP.

Following lessons learned in 2023, and with many ISC offices undergoing major renovations across the country, the Treasury Board Secretariat's (TBS) Direction on Prescribed Presence in the Workplace has created significant additional challenges for some employees with disabilities. The amended direction, which came into effect in September, added complexity for many employees with disabilities and managers as they implement workplace accommodations.

In April 2024, ISC established its own HR Service, separate from CIRNAC. The new ISC HR includes two teams focused on accessibility and workplace accommodations. The Accessibility and Modern Workplace Team is responsible for creating a corporate accessibility program, developing future accessibility plans, departmental reporting on the results of those plans and for developing education, outreach and consultations. The Abilities Management and Accommodations Team provides support to both employees and managers in identifying and implementing accommodation measures.

The launch of ISC's Human Resources Service is a key step in improving the monitoring and measurement of actions related to the Plan. ISC has integrated the plan's management actions into departmental reporting to embed accessibility into decision-making across the organization. New governance for the Accessibility Portfolio (2024) has been established, bringing together key partners to ensure timely reporting and that emerging issues are addressed that could impact the plan's implementation. These key partners include departmental leadership, corporate authorities, the leads responsible for the management actions, the Accessibility Champion, and our employee networks.

As we prepare for our next Plan, we look forward to launching renewed consultations within our organization, and the public we serve to continue to build on lessons learned from the first plan. We are committed to advancing our goal of having a truly barrier-free Canada by 2040.

Areas in Section 5 of the Accessible Canada Act

The 7 priority areas described under Section 5 of the Accessible Canada Act (ACA) include:

Employment

In July 2023, the Public Service Commission (PSC) made 2 changes to the Public Service Employment Act (PSEA) to help create a more inclusive and diverse public service. The first change requires departments and agencies to review their hiring processes to identify and reduce any biases or barriers that may disadvantage people from equity-seeking groups. The second amendment gives the PSC and deputy heads more power to investigate errors or allegations of improper actions potentially resulting from biases or barriers that affect equity-seeking groups in staffing processes.

In addition to the activities outlined above, stemming from the legislative amendments, the following actions were taken in 2024 to improve accessibility at ISC and to address the barriers from the 2022 Plan.

Barrier 1

Requests for accommodation are not processed in an efficient or timely manner.

Update on actions to address barrier 1
  • In December 2023, improvements were made to the workplace accommodation process: an update to the HR Instrument of Delegation, lowering the delegation to approve and implement workplace accommodations to the Director level, to reduce the approval levels and speed up the time it takes to implement workplace accommodations
  • As an early adopter of the Government of Canada (GoC) Accessibility Passport, ISC continues to promote awareness and the use of the Passport across the department. Treasury Board Secretariat is finalizing a digital version of the passport and is expected to launch on the TBS Application Portal (TAP) in 2025
  • In 2023, the Duty to Accommodate process was updated as part of ISC's new HR Service including improvement for employees who require specific accommodations and exemptions to support their accessibility needs. Following the update to the TBS Direction on Prescribed presence in the workplace in May since then, over 700 disability related accommodations requests have been submitted
  • ISC Workforce Relations Division offered 8 training sessions in both official languages in Fall of 2024 for managers on the Duty to Accommodate and the process for implementing accommodations. Approximately 750 managers attended these sessions
Additional actions taken
  • In 2024, the ISC intranet was updated to expand the information on the Duty to Accommodate and internal services available to support employees and managers in implementing accommodation measures
  • HR continues to work with our internal partners to find ways to expedite the processing of accommodation requests and the procurement of equipment and software related to workplace accommodation

Barrier 2

Difficulty recruiting persons with disabilities.

Update on actions to address barrier 2
  • A new Staffing Portal has been introduced to improve information sharing within the staffing community, including tools and guidance on implementing accommodation measures and addressing potential bias in staffing processes
  • A national list has been developed allowing Staffing Advisors to quickly review lists of qualified candidates to identify individuals belonging to employment equity groups, including persons with disabilities
  • ISC has also piloted a new initiative to hire persons with recently acquired disabilities by partnering with non-profit organizations (NPO) in various cities across Canada

Barrier 3

Difficulties faced by persons with disabilities in the hiring process.

Update on actions to address barrier 3
  • ISC HR Advisors are being trained to proactively support hiring managers' with implementing staffing process accommodations and on evaluating biases and barriers
  • ISC will promote and raise awareness about the new PSC self-declaration form, integrating it into departmental practices and processes once it becomes available

Barrier 4

Difficulties faced by persons with disabilities with respect to integration and retention.

Update on actions to address barrier 4
  • The Centre for Abilities Management and Accommodations continues to support employees on extended sick leave or long-term disability, and the managers supporting them. The reintegration of returning employees with disabilities is a priority for the department and includes collaborating with appropriate partners to implement successful return-to-work plans
  • Training and information sessions on accessibility topics are being developed and it is anticipated that these trainings will be made available in 2025 with some sessions specifically targeted to managers and executives
Additional actions taken
  • ISC has developed its own Accessibility webpage on the Intranet with updates to promote the ISC Plan and accessibility feedback mechanisms. The hub also provides updated resources for the return to worksites and the Duty to Accommodate
  • A Joint CIRNAC/ISC Accessibility Taskforce, co-led by the HR directors general, includes accessibility champions, HR leaders, and sector leads. It facilitates regular updates on accessibility barriers, addresses emerging challenges, and supports progress report planning
  • In April 2024, ISC established its first Accessibility team under the HR branch, and they will be responsible for developing the next Plan (2026-2028). The team will also be actively involved in the BAP
  • There is continued collaboration with the Accessibility Employees Network to support meetings which provide space for mutual employee support and resource sharing in the spirit of "Nothing about us without us"

Built environment

The following actions were taken in 2024 to improve accessibility in the area of built environment at ISC and address the barriers outlined in the 2022 Plan.

As of 2024, several workplaces were closed for renovations and temporary spaces were allocated to the employees of Indigenous Services Canada. Consequently, some of the actions

that were planned under the area of the built environment have been delayed and will be implemented once the Department can re-occupy those spaces.

Barrier 1

There is a lack of universal and accessible washrooms.

Update on actions to address barrier 1
  • ISC remains committed to making substantial investments that exceed the minimum standards for universally accessible washrooms set by Public Services and Procurement Canada (PSPC). This proactive approach ensures that ISC facilities surpass accessibility requirements, fostering an inclusive and welcoming environment for all users
  • All ISC managed workplaces have at least one accessible washroom and 30% have both an accessible washroom and a universal washroom
  • As of the end of 2024, significant progress has been made with respect to the modernization of ISC workplaces. Several renovations have been completed, with others still in process. For example, in the Quebec region, the project at the Òdena Hub, 9 Montclair Street (Gatineau) has been completed, as well as both the CSQ Building in Quebec and the Guy Favreau Complex in Montreal

Barrier 2

There are challenges accessing certain collaboration office spaces due to a lack of automatic door openers.

Update on actions to address barrier 2
  • The implementation of installing automatic door openers continued throughout 2024
  • As the main accountable body for Built Environment, in Crown-owned and leased buildings within Canada, Public Services and Procurement Canada continue to address automatic door openers
  • Installations have been completed in the National Capital Region at 15 & 25 Eddy (Les Terraces de la Chaudière Complex), at the Òdena Hub, and the CSQ Building in Quebec. A number of renovations in offices across the country are underway or planned

Barrier 3

Persons with disabilities are facing challenges related to common space areas. Some challenges include difficulties accessing buildings, lack of braille signage, non-accessible height of kitchen sinks and counters, not-adaptable lighting, and narrow and cluttered passageways to corridors.

Update on actions to address barrier 3
  • In collaboration with PSPC, work is underway to improve the level of braille signage in workplace areas controlled by PSPC
  • The mandatory GCWorkplace Fit-up Standard is being implemented in office modernizations across the country. Currently, 11% of ISC facilities have adopted the standards, 11% are in progress, and 5% have planned projects. This implementation includes installing visual emergency alarm systems in all ongoing and future office modernizations
  • A joint accessibility walkthrough of the Fontaine building in Gatineau was completed in Spring 2024 with a diverse group of employees with disabilities and senior management to identify barriers and potential solutions to improve workplace accessibility. A report was prepared in collaboration with employees with disabilities and shared with senior officials and facilities management to address barriers

Information and communications technologies

The following actions were taken in 2024 to improve accessibility in Information and Communications Technologies (ICT) at ISC and to address the barriers from the 2022 Plan.

An implementation plan for accessibility was developed with the Information and Management Technologies (IM-IT) sector. An inventory management system within ICT is also being created to capture, track and report on the accessibility conformance of all applications and software within ISC. This will allow IM-IT professionals to report on ICT which do not meet accessibility requirements and prioritize corrective measures by level of urgency starting in 2024-25.

The acquisition of DTA related equipment continues to be a challenging process, we will be working to improve the process to clarify, streamline and ultimately reduce difficulties in the acquisition of equipment to support accommodation needs.

Barrier 1

The information and communications technologies (ICT) within the organization do not consistently meet accessibility requirements.

Update on actions to address barrier 1
  • The IMB's Project Management Framework is being updated and consultations with stakeholders on the draft are underway. Once approved, a word document and an Excel placemat will be made available internally to assist employees in client communication. Following a workshop on document accessibility, all new templates and forms are to be reviewed for compliance. This project has a target deadline of 2025
  • An interim process has been introduced to manage adaptive ICT requests during the ISC HR service transition. The long-term plan is for to eliminate the triage process and have a dedicated VIP service team to handle these requests

Barrier 2

Instilling accessibility culture within IT Service and with employees will involve change, which may be met with resistance. Employees want fully interactive and visually complex solutions that may not be accessible. IM-IT professionals may lack the knowledge and awareness of adaptive technologies required for employees with disabilities.

Update on actions to address barrier 2
  • The Business Continuity Management (BCM) program is working to integrate accessibility considerations into the Business Impact Analysis (BIA) process. This aims to identify and include accessibility-related risks in service continuity planning, fostering a more inclusive and resilient approach to risk management
  • The proposal for Role-Based Accessibility Training has been endorsed by senior management and is now in the process of being integrated into Performance Management Agreements (PMAs) for the fiscal year 2024-25

Barrier 3

There is currently no funding allocated for accessibility development and testing within IT Services. Funding is required to increase IT Services' expertise and ability to assess ICT accessibility.

Update on actions to address barrier 3
  • Accessibility funding requirements were not included in the 2024/2025 ICT departmental plan due unexpected budget cuts. However, the importance of this issue is recognized and prioritized in the funding requirements for the next fiscal year
  • Collaboration is ongoing to enhance processes across the entire Project Management Framework (PMF) including documenting and updating processes, revising forms, and ensuring accessibility throughout with a targeted deadline of 2025
Additional actions taken
  • ICT procurement officers have attended training sessions on "Procuring Accessible Information and Communications Technology (ICT)" provided by Shared Services Canada (SSC)
  • Effective April 1, 2024, the organization is not implementing new enterprise ICT that does not meet EN 301549 / WCAG 2.1 accessibility standards

Communication, other than information and communication technologies

To improve accessibility in the area of Communication, (excluding information and communication technologies) and to address the barriers from the 2022 Plan, the following was actioned in 2024.

Barrier 1

Internal and external email communications are not fully accessible and not in plain language.

Update on actions to address barrier 1
  • Resources, guidelines and available trainings have been shared through internal newsletters, weekly departmental updates and bulletins on an ongoing basis
  • The communication team created an internal webpage that offers accessibility resources to ISC employees

Barrier 2

Documents, presentations, videos and events can be visually complex and not accessible to all.

Update on actions to address barrier 2
  • ISC continues to coordinate accessible events for people with disabilities, including a clear process for ensuring that sign language interpretation is offered in American Sign Language (ASL) and Langue des signes Québécoise (LSQ) and the use of accessible virtual tools
  • All content shared through official channels is shared in both official languages, per the Official Languages Act. Alternative text is used in official communications, for example, in internal newsletters and alt text is used for all visuals

Barrier 3

Existing internal and external web content that contains inaccessible information.

Update on actions to address barrier 3
  • ISC continues to work towards removing this barrier by further adhering to existing standards, educating employees within the department and ensuring employees receive the most recent training to remain up to date on accessibility standards
  • For any communications procurement, the Accessibility Justification form is completed to ensure that all contractors adhere to the Accessible Canada Act

Procurement of goods, services and facilities

The following actions were taken in 2024 to improve accessibility in the area of Procurement of goods, services and facilities at ISC and address the barriers from the 2022 Plan.

Barrier 1

The Accessible Canada Act (ACA) is not always considered by business owners, technical authorities (TA), and employees when specifying requirements.

Update on actions to address barrier 1
  • Accessibility considerations were incorporated as part of Procurement 101 presentations for program managers, technical authorities and employees. This has positively influenced the awareness of accessibility in the procurement process
  • A mandatory attestation and checklist were created and are now required for all program managers, technical authorities, and employees to include with their procurement requests. This attestation requires that the individual indicates that they have made green, Indigenous, and accessible considerations in their procurement requests and must provide an explanation if considerations have not been made
  • Training will be held in January 2025 to ISC Procurement officers by Public Services and Procurement Canada (PSPC) on accessible procurement best practices, which has been postponed for over a year due to operational requirements

Barrier 2

Contracting officers lack commodity and market knowledge necessary to challenge the non-applicability of the ACA.

Update on actions to address barrier 2
  • ISC is awaiting the launch of the Accessible Procurement Resource Centre (APRC) within Public Service Procurement Canada (PSPC)

Design and delivery of programs and services

The following actions were taken in 2024 to improve accessibility in the area of design and delivery of programs and services at ISC and address the barriers from the 2022 Plan.

Barrier 1

Currently the design of new external programs and services has a greater need for an accessibility lens co-developed with Indigenous partners. This presents a barrier to external clients with disabilities in fully accessing ISC programs and services.

Update on actions to address barrier 1
  • Actions towards removing this barrier will be a key focus in 2025

Barrier 2

Some programs and services still present accessibility barriers to persons with disabilities.

Update on actions to address barrier 2
  • The department continues to advance various digital by design projects with the goal of improving access and quality of services and programs
  • Programs and services will continue to use mail-in-services to ensure that a wide range of communication methods are available for people with disabilities

Barrier 3

There is a greater need for employees delivering programs and services to better understand accessibility standards required when interacting with external clients. Currently, the application of consistent accessibility best practices is not always provided or followed and can lead to inconsistent levels of accessibility in the delivery of programs and services.

Update on actions to address barrier 3
  • Action is planned towards removing this barrier by the end of 2025 by developing accessibility standards that outline best practices for interacting with external clients. ISC will develop and model these standards based on other organizations

Barrier 4

It has been expressed that there are several barriers experienced by clients with disabilities when completing program and service application forms. Some examples of barriers include forms that are not in plain language, complex application processes, and the location of regional offices in some areas, which make the in-person access option unavailable. There is also a need for increased awareness of the accessibility features and supports offered by ISC.

Update on actions to address barrier 4
  • Efforts will continue through 2025 to establish additional points of contact for ISC services. For example, administrative support for registration and card issuance services have been expanded to more urban centers through partnerships with community and other resource centers

Transportation

When the ISC Plan was published, in 2022, it did not initially include transportation barriers or actions. In line with the concept of "Nothing about us without us" the identified barriers in the Plan come from consultations with persons with disabilities. Despite conducting internal and external consultations in 2022 as part of the development of the Plan, barriers were not identified by the participants. Since then, the plan was amended and an updated version published in November 2023, to include potential transportation barriers for individuals and employees with disabilities accessing ISC services.

The following actions were taken in 2024 to improve accessibility in the area of transportation at ISC and address the barriers from the revised Plan.

Barrier 1

Travel services providers do not always treat travelers with disabilities with respect and dignity or provide satisfactory accommodation to meet the traveler's needs.

Update on actions to address barrier 1
  • Accounting Operations and Travel Management (AOTM) is working to address this barrier. By the end of 2024, it expects to share new information with all programs and services areas on how to request accommodations when traveling, specifically regarding medical and dental care. This communication will be repeated on a quarterly basis
  • A generic email address will be provided within these communications to allow employees and clients to share feedback about their needs and experiences regarding transportation
  • By the end of December 2024, AOTM will ensure that key communications will identify how the individual traveler can request accessible services related to their travel for medical and dental care

Consultations

In 2024, the ISC Accessibility and Modern Workforce team held consultations with employees with disabilities to understand their challenges and lived experiences within the department. These consultations were also accompanied by an online survey that employees with disabilities could fill out based on their workplace accommodation concerns.

These consultations were developed to continue the employee consultations conducted in 2023. As part of the employee survey conducted with employees with disabilities in September, employees were invited to share if they would be willing to participate in small focus groups to further explore the survey results.

Generally, the themes identified through the survey, and focus groups include:

The focus group consultations included employees with disabilities and representatives responsible for actions under the Plan. During the focus groups, the Accessibility team met with all of the sectors within the priority areas of the Accessible Canada Act. The sessions were held virtually and included accessibility and accommodation considerations. All consultation data received was anonymized, used to inform this progress report, and will shape ISC's next plan.

Below is a summary of consultation findings received in these sessions. These findings do not include firm action items, as they focus on the challenges that were identified by employees with disabilities.

Employment: requests for accommodation

Information sharing

  • Greater sharing of information about the accommodation process and the Accessibility Passport is needed for employees, management, and unions

Experiences of employees with disabilities

  • Many employees reported negative experiences when submitting accommodation requests, citing issues such as delays, an invasive process, and lack of follow-up or updates
  • It was also noted that some employees reported positive experiences

Process clarity

  • Employees expressed confusion over the need to renew accommodations annually for permanent disabilities
  • Lack of clarity about the requirement for doctor's notes and the information they should contain

Barriers to requesting accommodations

  • Fear of stigma, discrimination, and career impact deter many employees with disabilities from seeking accommodations

Management awareness

  • An opportunity exists to enhance management's understanding of their Duty to Accommodate, including the various forms it may take and its importance

Training opportunities

  • Employees suggested providing training on the social model of disability and examples of its application in the workplace

Positive practices

  • Some employees noted that they received positive support from management, including informal accommodations implemented while waiting for formal ones

Inconsistencies:

  • Employees noted a lack of consistency in handling accommodation requests between the National Capital Region and other regions

Employment: hiring, integration, retention, assessment, workload and relation with management

Positive hiring experiences

  • Most employees reported positive experiences with ISC's hiring process

Challenges for employees with disabilities

  • Some employees with disabilities reported facing extended delays in becoming indeterminate, prolonged probation periods, or limited opportunities for promotions or acting positions

Retention and inclusion

  • Some employees are feeling divided between staying at ISC for its mandate and considering leaving due to a lack of inclusion or accommodation
  • Improving onboarding for employees with disabilities was highlighted as a key area for attention

Support and training

  • There is an opportunity to provide more resources and training on supporting employees with disabilities (including non-visible disabilities) for all management levels and Labour Relations, fostering a cultural shift at ISC

Workplace relationships and experiences

  • Most employees reported good relationships with management and positive experiences in integration, retention, workload, and performance assessment
  • However, some employees described their workloads as overwhelming and often unacceptable

Built environment

Designated workspaces

  • Mandatory in-office attendance three days a week highlighted a lack of ergonomic equipment, making the workplace less inclusive and supportive
  • Unassigned seating created difficulties for employees with disabilities due to uncertainty around equipment availability and access to support

Environmental adjustments

  • There is an opportunity to enhance the workplace environment to support physical and mental wellness by addressing noise levels, adjustable lighting, consistent temperatures, and providing more quiet spaces

Policy enforcement

  • While the scent-free policy is appreciated, some employees noted stricter enforcement is needed to ensure its effectiveness

Emergency/fire alert systems

  • Visual alerts on fire alarms provide essential notifications for some employees but can pose challenges, such as triggering seizures or adverse reactions in others

Communications, other than information and communication technologies

Accessible communication

  • There is room to improve communication by using accessible fonts, layouts, websites, and plain language more consistently

Meeting accessibility

  • Additional support is needed to make meetings more accessible

Stakeholder accessibility

  • Efforts should continue to ensure accessible communication for internal and external Indigenous stakeholders

Transportation

  • Limited on-site parking and long walking distances from parking lots to buildings create difficulties for some employees
  • Ongoing construction and workplace reassignments have further complicated parking and office access
  • Employees working in more rural areas shared that the space around the office such as parking lots and walkways to building entrances can present barriers when the snow is not adequately cleared

Feedback

In 2024, feedback was submitted using ongoing feedback mechanisms through online form and through email. In total, ISC received 2 comments related to the Plan and 4 comments regarding barriers to accessibility. All feedback and comments will be taken into consideration when designing the department's future Plan.

Glossary

The following definitions serve as a guide to better understand certain terms, but the list is not exhaustive. For additional definitions, please visit the Guide on Equity, Diversity and Inclusion Terminology or the Accessibility Glossary.

Ableism:
Prejudice and discrimination against people with a disability.
Accessibility:
Accessibility means that all persons are able to access and use a product, a service, or an environment with ease. When something is inaccessible, it means that barriers exist.
Accommodation:
In the context of work, a measure taken by management based on the personal circumstances of an employee that is designed to enable them to carry out their duties and fully participate in work-related activities. Some examples include new or modified equipment, software, devices, work schedules, tasks, or accessing captions.
Barrier:
Refers to anything physical, technological, socioeconomic, cultural or attitudinal, anything that is based on information or communications, or anything that is the result of a policy or a practice that hinders a person's full and equal participation in society.
Disabilities:
Refers to any impairment, including a physical, mental, intellectual, cognitive, learning, communication, sensory impairment, or a functional limitation. A disability may be permanent, temporary or episodic in nature, and can be evident or not, and a person may have one or more disabilities.
Discrimination:
The unjust or prejudicial treatment of a person or group of people that deprives them of or limits their access to opportunities and advantages that are available to other members of society.
Diversity:
The variety of identities found within an organization, group or society. Diversity is expressed through factors such as culture, ethnicity, religion, sex, gender, sexual orientation, age, language, education, physical abilities and disabilities, family status or socioeconomic status.
Duty to accommodate:
Refers to the employers and service providers legal obligation to adjust policies or practices, including the design and adaptation of the work environment, to meet the needs of an individual to enable them to fully participate. According to the Supreme Court of Canada, Duty to Accommodate refers to what is required in the circumstances of each case to avoid discrimination. Visit Duty to Accommodate for more information.
Equity:
The principle of considering people's unique experiences and differing situations, and ensuring they have access to the resources and opportunities that are necessary for them to attain just outcomes. Equity aims to eliminate disparities and disproportions that are rooted in historical and contemporary injustices and oppression.
Inclusion:
The act of recognizing, valuing and building on differences in identity, abilities, backgrounds, cultures, skills, experiences and perspectives while respecting human rights.
Neurodivergent:
Refers to a person with neurological functioning or behavioral traits that differ from what is considered typical.
Nothing about us without us:
A guiding principle introduced in Nothing Without Us: A Public Service Strategy on Accessibility and adopted across the government of Canada to communicate the message that no policy should be decided by a representative without the full and direct participation of the members of the group affected by that policy.
Person with a disability or disabled person:
A person with a physical, mental, intellectual, cognitive, sensory, learning or communication impairment, or a functional limitation, whether apparent or not, and permanent, temporary or episodic in nature, that hinders their full and equal participation in society when they face a barrier.
Systemic barrier:
A barrier that results from seemingly neutral systems, practices, policies, traditions or cultures, and that disadvantages certain individuals or groups of people.

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