Persons with disabilities were consulted in the preparation of this Accessibility Action Plan:
4.1 Consultations with VAC’s Accessibility Network
Through meetings of VAC’s Accessibility Network, employees with disabilities have been consulted regarding the Department’s way forward in accessibility, both in relation to VAC’s Accessibility Action Plan, as well as other initiatives.
Through this important forum, unique learnings from the lived experience of persons with disabilities at VAC have been identified. For instance, Network members have noted that:
- Employees and managers alike often do not know how to navigate the duty to accommodate process. There are opportunities to improve the Department’s business processes, to develop more subject matter expertise on disabilities and accommodations, and to consider the culture around accommodations.
- While training opportunities on accessible documents and plain language are available, there are opportunities for improvement in uptake and sustained implementation.
- There is still stigma for persons with disabilities that may deter some individuals from self-identifying.
- There may be more VAC can do to support and equip both employees and managers in regard to disability and accessibility.
These learnings from Network members have informed a number of items included in this Accessibility Action Plan, and will require a collective effort across the Department. The Network also reinforced the fact that an accessibility culture shift continues to be required at VAC. We want to create an environment where all employees can make their best contributions, and where all those who deal with the Department receive the most accessible experience possible.
VAC looks forward to continuing its work with the Accessibility Network in the identification of barriers and opportunities for improvement – all as part of its journey to becoming a more accessibility-confident organization.
4.2 Let’s Talk Veterans Accessibility Consultation
VAC also engaged persons with disabilities in the preparation of this Plan through an external consultation. From 17 November – 14 December 2021, Veterans and other external stakeholders were invited to participate in a consultation on the Department’s external engagement platform, Let’s Talk Veterans. The consultation was promoted through My VAC Account, email, Salute! newsletter and social media to help us reach as many Veterans and stakeholders as possible. Please see the final report.
Respondents were asked to describe and provide suggestions to remove/prevent any accessibility barriers they may face when interacting with the Department:
- Physical and/or architectural barriers occur when buildings and facilities are not accessible or usable by all people.
- Technological barriers occur when technology, or the way it is used, does not meet the needs of persons with disabilities.
- Information and communications barriers happen when persons with disabilities cannot easily receive and/or understand information that is accessible to others.
- Attitudinal barriers prevent persons with disabilities from achieving full integration, acceptance, and participation in society, and can include things such as the words we use, and the way we present information. These barriers can be based on stereotypes or assumptions, or simply a lack of understanding.
- Systemic barriers are policies, practices or procedures that result in some people receiving unequal access or being excluded.
A total of 209 submissions were received during the consultation period. Of these, 174 were completed in English, and 35 were completed in French.
Some examples of feedback related to accessibility barriers at VAC and/or VRAB included situations of, for example:
- uncomfortable seating
- poor ramps
- inaccessible parking
- accessibility issues related to online forms
- issues experienced while logging onto VAC’s website
- complex language
- difficulty finding and understanding information related to VAC’s policies, procedures, and programs
Some feedback related to ways accessibility barriers might be prevented or removed at VAC and/or VRAB included:
- presenting online materials in larger and better contrasting typeface/font
- making closed captioning available where possible
- providing more street-level entry with adequate parking/stopping spaces nearby
- training opportunities on trauma-informed support
- making steps and instructions on VAC’s website more clear
- adding voice-to-text feature where possible
It is to be noted that some feedback received goes beyond the scope of VAC’s work to identify, prevent and remove accessibility barriers. However, all feedback was shared with the appropriate areas of VAC and/or VRAB for consideration, including to inform the development of VAC’s 2022-2025 Accessibility Action Plan.