Multi-year Accessibility Plan 2022–2025

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Summary

The Workplace Safety and Insurance Board (WSIB) is here to help. We provide wage-loss benefits, medical coverage and support to help people get back to work after a work-related injury or illness. We are funded by premiums paid by Ontario businesses. We provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America, covering over five million people in more than 300,000 workplaces across Ontario.

Our statutory mandate as a trust agency of the Ontario government is to promote workplace health and safety, to facilitate return to work, recovery and re-entry into the labour market for people who have a workplace injury or illness, or their spouses, and to provide compensation and other benefits in a financially responsible and accountable way.

Our vision is to make Ontario the safest and healthiest place to work and set the standard for outcomes in recovery, return to work, occupational health care and claims decision making. We are committed to customer service excellence. Our programs and services are delivered in a way that reflects our values of:

  • Being compassionate
  • Always being helpful
  • Doing our work with integrity
  • Earning people’s trust

The Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR) were enacted to develop, implement, and enforce accessibility standards to achieve accessibility for Ontarians with disabilities with respect to:

  • Information and communication
  • Employment
  • Design of public spaces
  • Customer service
  • Transportation

The requirements of the AODA and the IASR are not a replacement of nor a substitution for the requirements established under the Ontario Human Rights Code or the Workplace Safety and Insurance Act, 1997 (WSIA). Under the AODA and the IASR, we are required to establish, implement, maintain and document a multi-year accessibility plan. This plan outlines our strategy to identify, prevent and remove accessibility barriers and meet our requirements under the IASR.

In accordance with the requirements set out in the IASR, we will:

  • Post the Multi-year Accessibility Plan on our website
  • Provide the plan in an accessible format upon request
  • Review and update the plan at least once every five years
  • Review and update the plan in consultation with people with disabilities
  • Prepare an annual status report and post it on our website

Statement of commitment

We are committed to and fully support the AODA. We will treat everyone in a way that allows them to maintain their dignity. We will work to ensure inclusion and equitable opportunities for everyone. We are committed to meeting the accessibility needs of people with disabilities in a timely manner, and will do so by identifying, preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA and the IASR. We will work to promote a culture of respect and acceptance for accessibility within Ontario.

Integrated Accessibility Standards Regulation

Part l – General standards

Accessibility policy

We are committed to maintaining an accessibility policy. The policy includes an organizational statement of commitment and requirements for employees at all levels of the organization to meet the accessibility requirements for people with disabilities.

Actions taken and ongoing
  • The Accessibility Policy was reviewed and updated in accordance with internal review processes
  • The Accessibility Policy is posted on our website
Goals
  • Continue to review the Accessibility Policy at least every three years or whenever there is change to the AODA, the IASR or the WSIB’s practices and/or procedures to ensure the policy is up to date and all AODA requirements are integrated
  • Continue making the Accessibility Policy available in an accessible format

Multi-year Accessibility Plan

The WSIB is committed to developing and implementing a multi-year accessibility plan to meet the needs of people with disabilities and the requirements of the AODA.

Actions taken and ongoing
  • The WSIB’s previous multi-year accessibility plan was updated in 2021
  • The employee Accessibility Advisory Committee provided direction and input into the plan, as did the employee Equity, Diversity and Inclusion Council.
Goals
  • Post the updated plan to the WSIB website
  • Provide the plan in an accessible format on request
  • Prepare and post accessible annual status updates on what has been done to achieve deliverables identified in the accessibility plan
  • Review and update the plan every five years or sooner based on changing accessibility requirements and feedback from internal and external stakeholders

Procurement of goods, services or facilities

When procuring or acquiring goods, services or facilities, we will incorporate accessibility criteria and features. Where applicable, procurement documents will specify the desired accessibility criteria to be met and provide guidelines for the evaluation of proposals in respect of those criteria.

Where we determine that it is not possible to incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, we will provide a written explanation upon request.

Actions taken and ongoing

When tendering for goods, services and facilities, accessibility criteria are included in the request for proposal. Request for Proposal (RFP) templates include the following to address AODA procurement requirements:

  • In accordance with our legislative obligations, we strive to meet the highest level of universal accessibility. All products and components proposed in response to our procurement practices are to meet or exceed the minimum standards for accessibility. Suppliers are solely responsible for familiarizing themselves with this legislation to ensure their proposed products and components meet or exceed the minimum standards for accessibility.
  • Learning and Development, our internal training division, has built in additional accessibility criteria for the procurement of learning services and eLearning products.
  • Accessibility design, criteria and features are incorporated into the procurement or redesign of any space owned or leased by WSIB.
  • The internal project/procurement screening tool has been improved to incorporate greater detail to help better identify AODA requirements when new projects or procurements are initiated.
Goals
  • Continue to educate employees to consider, and where required, incorporate accessibility criteria when procuring goods, services or facilities
  • Update the procurement process to include inclusive design

Self-service kiosks and computer stations

The WSIB will incorporate accessibility features when designing, procuring, acquiring or designing self-service kiosks or computer stations.

Actions taken and ongoing
  • The WSIB does not currently have kiosks; however, in accordance with our AODA obligations, we plan to incorporate functional accessibility features if the need for kiosks arises.
Goals
  • We will continue to incorporate accessibility features into self-service kiosks/computer stations as they are implemented.
  • We will ensure accessibility features are functional.

Training

  • We are committed to providing appropriate AODA training to all employees, including WSIB management and everyone participating in the development and approval of the WSIB’s policies.
  • We will also ensure everyone who provide goods, services and facilities on the WSIB’s behalf are appropriately trained.
  • Training content includes the requirements of the AODA, the IASR and the Ontario Human Rights Code as it pertains to people with disabilities.
  • We will use multiple channels to promote awareness and encourage learning about accessibility.
Actions taken and ongoing
  • All employees have taken the required AODA training.
  • Mandatory AODA training has been added to the onboarding/orientation process for all new employees.
  • All employees, managers and senior managers have received training on how to interact with customers who experience disability.
  • We instituted refresher training cycle to repeat every three years or as changes occur to ensure knowledge remains current.
  • Organization-wide training compliance check reports are run as needed.
Goals
  • Human Resources and other divisions that provide training at the WSIB will continue to use the accessible eLearning template for AODA online learning modules.

Part ll – Information and communication standards

Accessible formats and communication supports

We are committed to making information and communication accessible to people with disabilities. The information we provide and the ways we communicate are key to delivering our programs and services to the public.

We will incorporate accessibility requirements under the IASR information and communication standard to ensure that information and communications systems and platforms are accessible and that they meet the needs of people with disabilities.

The WSIB will, upon request, consult with the person requesting the information and provide or arrange for the provision of accessible formats and/or communication supports and at the regular cost.
There are situations where accessible formats and communication supports may not be provided. These situations include those in which:

  • it is not technically possible to convert a document to an accessible format, in which case we will explain why
  • the information comes from another organization
  • we do not control the information
  • the information is found on products or product labels
  • if we determine that information or communications are unconvertible, we will provide the person requesting the information or communication with:
    • an explanation as to why the information or communications are unconvertible
    • a summary of the unconvertible information or communications
Actions taken and ongoing
  • The WSIB has implemented its accessible customer service feedback process. Feedback can be provided by phone, mail, email, web submission, and online messaging.
  • The Accessibility Office provided in-person and online training on how to create accessible Microsoft Word and PowerPoint documents and will continue to make this training available to our employees.
  • The WSIB has embedded the offer to provide alternative formats and accommodation into emails and added this offer to external correspondence as well as meeting invitations.
  • The Accessibility Office developed a process to ensure information can be made accessible to people with disabilities upon request.
Goals
  • Continue to work with employees who create documents to ensure that accessible features are included.
  • Continually improve the accessibility of our information and communications by reviewing feedback received and conducting accessibility audits to identify accessibility barriers.
  • Continue to use the accessible feedback and request mechanism as a means for enabling people with disabilities to request accessible formats or communication supports.

Accessible websites and web content

External-facing websites and web content controlled directly by the WSIB will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level A and AA in accordance with the schedule set out in the IASR.

  • Effective January 1, 2021, all public websites and web content are to meet WCAG 2.0 Level AA other than criteria 1.2.4 (live captions) and 1.2.5 (pre-recorded audio descriptions).

We will also consider conforming to WCAG 2.0 Level A and Level AA standards for our intranet site. This will improve inclusion and provide employees using assistive technologies better experiences accessing information.

For digital products being developed or procured that will have mobile considerations, we will apply WCAG 2.1 AA requirements as the guideline for us to achieve.

Actions taken and ongoing
  • The new corporate intranet was tested for WCAG 2.0 compliance and user functionality with assistive technology. Tip sheets were also created to assist employees with disabilities.
  • The 50 most-visited webpages were tested. Accessibility issues were identified and a plan to fix them has been developed.
  • The AODA Project Screening tool addresses information posted to the WSIB internet and intranet sites.
Goals
  • Establish a procedure to ensure websites and web content conform to the applicable standards.
  • Create processes and guidance documents to ensure information posted on our intranet site is accessible.
  • Continue to meet or exceed adherence to the level AA of the Web Content Accessibility Guidelines (WCAG 2.0) of the Worldwide Consortium.
  • For digital products being developed that will have mobile considerations, we will apply WCAG 2.1 AA requirements as the guideline to meet.
  • Continue to be fully compatible with the accessibility assistive software used by the WSIB (including Dragon Naturally Speaking, NVDA, JAWS, ZoomText, Windows Ease of Access or new emerging assistive technologies).
  • Continue to ensure any future digital services are designed for accessibility, striving for all users to have equal access to information and services.
  • Continue to ensure forms are designed to conform to accessibility criteria.
  • Develop a digital accessibility strategy.

Emergency procedures, plans or public safety information

We strive to ensure that our facilities are safe for clients, visitors and employees. The property management companies at WSIB-leased facilities have accountability for preparing building-related emergency procedures and plans or public safety information and for providing this information in an accessible format or with appropriate communication supports, as soon as possible, upon request.

Actions taken and ongoing
  • We undertook a review of emergency procedures at each facility and ensured that third-party facilities managers were able to provide building-related emergency and public safety information in an accessible format or with appropriate communication supports, as soon as practical, upon request.
Goals
  • Where WSIB office third-party facility managers are unable to provide building emergency and public safety information on request, the WSIB will provide this information in an accessible format or with appropriate communication supports, as soon as possible, on behalf of the third-party facilities manager.

Part lll – Employment standards

As a leader in workplace safety and return to work, we have a strong organizational history of accommodating our employees with disabilities and creating an inclusive work environment.

We are an equal-opportunity employer and are committed to inclusive and accessible employment practices that attract and retain talented employees with disabilities. We recognize that by removing barriers across the employment life cycle we will create a workplace that is diverse and accessible and that enables employees to reach their full potential.

Recruitment

Actions taken and ongoing
  • All postings to the public-facing careers website include notice about the availability of accommodations for disabilities, where needed, to support their participation in recruitment processes. All postings include the following statement:
    • The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
  • Job applicants who are selected for an interview and/or testing are notified that accommodations are available upon request. Processes have been established to consult with any applicant who requests an accommodation in a manner that takes into account the applicant’s unique abilities.
  • When we make offers of employment, we notify the successful applicants of the policy for accommodating employees with disabilities.
  • Job postings are shared via Connexions Newsletter to help jobseekers with disabilities find meaningful employment within the Ontario government and the broader public service.
Goals

Continue to address and remove barriers to recruitment.

  • Continue to accommodate employees and external candidates throughout the employment process.
  • Test the online recruitment portal to ensure that it meets the current Web Content Accessibility Guidelines.

Accessible formats and communication supports for employees

Actions taken and ongoing
  • Assistive technology in use includes Dragon Naturally Speaking, JAWS, ZoomText, Ease of Access (Microsoft), various keyboards, specialty mice, and ergonomically designed workstations and components.
  • Our Learning and Development division has developed an accessible eLearning template and accessibility best practices guide to ensure that all employee eLearning courses are accessible and meet WCAG 2.0 Level AA standards. The CNIB Foundation (formerly the Canadian National Institute for the Blind) tested the template to ensure accessibility for employees with visual impairments. Employees with disabilities also participated in accessibility and usability testing of eLearning products.
  • All videos that include audio in learning and development courses are closed-captioned.
Goals
  • Continue to ensure all learning products and systems are WCAG Level A and AA compliant.
  • Continue to provide assistive devices as required.

Documented individual accommodation plans

Actions taken and ongoing
  • We have policies to support workplace accommodation that includes documented processes and information on accommodating employees with disabilities.
Goals
  • Continue to review documented processes and procedures and look for ways to enhance the accommodation program.

Workplace emergency response information

Where we are aware that an employee has a disability and needs accommodation, individualized workplace emergency response information will be provided to the employee as soon as possible.

Actions taken and ongoing
  • Our Emergency-Specific Protocols include Persons Requiring Assistance (PRA) and AODA requirements. They are also now in an accessible digital format.
  • An organization-wide communication was deployed to identify employees with disabilities requiring workplace emergency response assistance and an intranet site was developed to enable employees to self-identify as a PRA.
  • Employees who self-identify as requiring assistance permanently are asked to update their status annually or as needed.
  • Employees who self-identify as requiring assistance temporarily are advised prior to their request expiring, to confirm or extend the assistance.
  • Individualized workplace emergency plans have been prepared for employees who have disclosed a disability and who require accommodation.
  • A process for communicating individual emergency response plans to floor fire wardens has been implemented, maintaining the privacy of any medical information that may be disclosed during the accommodation process.
  • The Emergency Specific Protocols eLearning course was made accessible.
Goals
  • Review and revise individualized workplace emergency plans on an ongoing basis.

Part lV.1 – Design of public spaces standards

The WSIB will ensure that any new construction or redevelopment of areas, facilities or structures will meet the requirement set out in section 80 of the IASR.

Accessible public spaces

We will incorporate accessibility design, criteria and features when procuring or redesigning any space owned or leased by the organization.

When the WSIB constructs or redevelops public spaces such as service counters and waiting areas, we will do so in keeping with the requirements set out in the Integrated Accessibility Standards – The Design of Public Spaces Standards and Ontario’s Building Code.

Actions taken and ongoing
  • Real Estate and Facilities Management adhere to the requirements in the Ontario Building Code and the Integrated Accessibility Standards Regulation.
Goals
  • Continuously improve physical accessibility in WSIB offices.
  • Incorporate the technical requirements established under the AODA Design of Public Spaces Standards into the design of any future newly constructed or significantly renovated service counters and signage.
  • Incorporate the technical requirements into the design of any future newly constructed or significantly renovated spaces where people may form lines, such as reception.
  • Incorporate the technical requirements into the design of any future newly constructed or significantly renovated waiting areas with fixed seating.

Maintaining accessible elements

We will maintain procedures for preventative and emergency maintenance of the accessible elements in WSIB-controlled public spaces. We will monitor accessible elements of WSIB’s public spaces, and upon identification of any issue report any findings to Real Estate and Facilities Management division as soon as reasonably possible for a timely resolution and emergency maintenance where necessary. These repair activities are also to include communicating temporary disruptions when accessible elements required under the Integrated Accessibility Standards Regulations Part IV are not in working order.

Actions taken and ongoing
  • Real Estate and Facilities Management division has an established process for requests relating to repairs and maintenance of WSIB furniture, flooring, service counters (receptions) and physical space within WSIB leased or owned offices. This includes accessible elements within our receptions:
    • A WSIB employee submits a request by selecting “Repairs and Maintenance” option within ServiceNow. A member of our Facilities team then addresses the request and confirms the work has been completed.
  • If any construction or redevelopment of WSIB public spaces is planned, the WSIB will evaluate the plans to ensure they meet the standards set out in Section 80 of the IASR, including technical requirements relating to service counters and waiting areas.
  • We will continue to work with property owners of WSIB offices to ensure communication of temporary disruptions related to accessible elements within our public spaces.

Part lV.2 – Customer service standards

Accessible customer service

Customer service is at the core of everything we do in providing workplace safety and insurance programs and services to people and businesses across Ontario.

We strive for service excellence in all of our interactions with our customers. From the very first moment of contact with our employees, people should feel that we are listening and responding to their needs.

We will meet the requirements of the AODA and the IASR. The organization proactively identifies barriers to accessibility and determines appropriate ways to accommodate customer needs to provide customer service that is accessible to people with disabilities.

Actions taken and ongoing
  • All employees, managers and senior managers have been trained on how to interact with customers of all abilities, and we maintain records of the training that is provided.
  • Assistive devices and service animals are permitted at all WSIB locations in areas where people interact with us in person.
  • Support people who accompany a person with a disability are welcome in areas where people interact with us in person.
  • Emergency procedures have been developed to ensure customers with disabilities are assisted in building emergencies.
  • The Accessibility Office became an assessor of corporate projects to provide input about accessibility considerations.
  • The Accessibility Office developed and shared inclusive meeting guidelines on our intranet site.
  • The Accessibility Office developed and shared tip sheets for employees on providing services to customers who are Hard of Hearing or Deaf.
Goals
  • Continue to train new and current employees on accessible customer service.
  • Continue enabling customers to use assistive devices and welcoming the assistance of service animals and support persons.
  • Continue to communicate when accessible services are temporarily unavailable.
  • Use our internally developed AODA Project Screening Tool to help identify AODA requirements when new projects are initiated.
  • Continue reviewing emergency procedures to ensure customers with diverse abilities are assisted in building emergencies.
  • Develop digital services with accessibility at their core, striving for all users to have equal access to information and functionality.
  • Inform customers when accessible services are temporarily unavailable.
  • Work to ensure all online forms are accessible.
  • Provide additional tip sheets for employees on interacting with people of diverse abilities.
  • Develop meeting/public information protocols to ensure the needs of people with disabilities are met.

Feedback

Feedback on how services were delivered to people with disabilities will be invited, forwarded to the appropriate staff, responded to, documented and tracked. Feedback will be collected by phone, TTY, email via the WSIB website, and in person at any of our service locations.
Feedback will be accepted in accessible formats and with other communication supports as required. Feedback will be considered to improve services and when reviewing the MYAP.

Actions taken and ongoing
  • Implemented an accessible customer service feedback process. Feedback can be provided by phone, email, web submission, TTY or in person.
  • Created an Internal Advisory Committee to provide feedback.
Goals
  • Continue to use the accessible feedback mechanisms as a means for improving services to people with different abilities.
  • Ensure any internal feedback mechanisms for employees are accessible.

Measuring results

Accessibility status reports

We will prepare annual accessibility status reports that describe how we have met our goals and commitments and the legislative requirements as laid out in this plan. The reports will be available on our website, and will be provided in alternative formats upon request.

Reviewing feedback

We will monitor and evaluate any feedback related to accessibility the WSIB has received throughout the year. This information will be used to continuously improve our processes and may be integrated into our accessibility reports and/or our multi-year accessibility plan.

Revisions to the Multi-year Accessibility Plan

If, through public consultation, feedback and our own accessibility action and planning processes, we determine that the Multi-year Accessibility Plan needs revision, we will update it to reflect these insights. Revisions will be available on our website, and will be provided in alternative formats on request.

Feedback is welcome

We welcome your inquiries and feedback about accessibility and our efforts at meeting the requirements of the AODA and the IASR.

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