December 2024 Update Report (PDF)

AREAS DEFINED UNDER SECTION 5 OF ACCESSIBLE CANADA ACT

Employment

Initiatives

The FBCL will:

  • conduct a comprehensive workforce analysis following implementation of a self-identification process.
  • train all employees on accessibility, disability awareness, diversity and inclusion, unconscious bias and digital and communications principles.
  • complete an employee equity plan, including an employment information systems review with an accessibility lens.

Timeline

2024-25:

  • Enhance employee onboarding program
    • Utilization of self-identification process for all new hires.
    • Enhancement of automatic notifications to candidates and new hires throughout the onboarding process.
    • Enhancement of accessible tools provided supporting new hire onboarding.
    • Implemented a more accessible user interface for candidates applying to work at FBCL. When applying it does not require an account, enables the use of a QR code, and removes a number of other barriers.
    • Adjustments were made to the recruitment process improving accessibility of our job posters, the provision of the interview method in advance to candidates, and closed captioning enabled during interviews.
    • Improved automated system follow-ups for outstanding onboarding tasks.
    • Established partnerships with diverse organizations utilized to increase the diversity in job applicants who identify as having a disability or issue that impedes their ability to enter the workforce.
  • Build capacity to consult, develop, design, deliver and evaluate accessible and inclusive programs and services.
    • Significant research, education, and consultation with experts conducted to enhance our ability to develop, design, deliver and evaluate accessible services.
    • Six separate accessibility consultations were completed with employee groups in 2024.
    • Improved partnership with agency providing outreach to individuals with disabilities and other disadvantage groups to increase the diversity of our applicant pool.
    • Accessible training guide created to assist individuals developing training for delivery at FBCL.
    • Provided social interaction and de-escalation training to customer service positions – speaking with upset people, dealing with conflict, communication tools, language and ability barriers and how to meet people where they need to be met.
    • Accessibility Training for People Leaders – progressive training program implemented including three sessions; 1. Introduction to Accessibility 2. Creating an Accessible Culture 3. Awareness of Accessibility at Work.
    • Two-hour corporate-wide employee Introduction to Accessibility completed which included the value of self-identification which resulted in increased disability self-identification following training sessions. Additionally, employees proposed 40+ accessibility improvements that are currently being assessed for implementation with 17 implemented to date.
    • Provision of 1.5 hour corporate-wide Accessibility Awareness training that utilized case studies and interactive activities to increase proactive planning for accessibility in the workplace. The training had employees experiencing challenges faced by individuals with disabilities, discussing the impacts of barriers and how to remove the barriers at work.
    • Recognizing National Accessibility Week with all employees.
    • Webinars offered to all employees: Workplace Strategies for Mental Health and Boosting Your Positive Outlook.
    • Employee feedback in the form of our engagement survey highlighted increasingly favourable results with a 91% alignment that FBCL is a diverse and inclusive workplace.
    • Accessibility training feedback in the form of an anonymous survey provided to all participants following each training session to ensure objectives are met and continuous improvement.
    • Multiple awareness sessions held with People Leaders on accessible digital communications.
    • 1.5 hours of training completed by 70% of employees on digital and communication principals.
  • Additional Actions Taken:
    • Pay Equity Plan was implemented.
    • Process change implemented and communicated enabling the use of tactile elements for fidgeting.
    • Participation in the Government of Canada Accessibility Roadmap Engagement Session
    • Enhanced benefit coverages using an accessibility lens (example enhanced coverage with no medical required for mental health supports, accident benefits and critical illness coverage).
    • Enhanced project management communications to offer internal updates using more diverse communication methods to enable employees to receive information the way they best digest updates.
  • Develop new training and development policy.
    • New Professional Development Guideline that includes accessibility as a focus drafted and reviewed by a diverse group of employees.

The Built Environment

The FBCL is committed to incorporating barrier-free design for accessibility in new construction projects.

Initiative

The FBCL will:

  • achieve Rick Hansen Foundation Accessibility Certification (RHFAC) status on existing buildings. All new construction or retrofits will target the higher Gold level certification.
  • develop, publish, and circulate emergency evacuation plans for employees with disabilities.

Timeline

2024-25:

  • Address 34 of 83 recommendations from the 2021 RHFAC report at FBCL facilities.
    • FBCL is on track to complete 35 RHFAC recommendations in the 2024-25 fiscal year. A proactive lens has been applied when actioning the RHFAC report. If a deficiency was captured in an area and we know that a similar exists in another area but the report did not capture that one, both are being corrected at the same time.
    • Plans are in place to action 34 items in 2025-26 fiscal year and the remaining 14 in and 2026-27 fiscal years.
    • Improved accessibility of high visibility vest to remove Velcro from the design reducing sensory concerns.
    • Provided de-escalation techniques training along with a tip sheet to use as a visual reminder at each customer service workstation.

Information and Communication Technologies (ICT)

FBCL is dedicated to enhancing digital accessibility. To this end, selected employees have undergone training to identify and address accessibility challenges within our digital platform, including our website.

We are committed to transforming our website to meet the WCAG 2.2 AA standards, with this project slated to begin in the 2024-25 period.

Initiative

The FBCL will:

  • update its website and intranet to ensure compliance with the Treasury Board Secretariat Web Accessibility Standard.
  • assess all software solutions for compliance with the Treasury Board Secretariat Web Accessibility Standard and develop a strategy to resolve partial and non-compliance.
  • develop a technology architecture standard for accessibility.

Timeline

2024-25:

  • Upgrade and update website format and align with standards.
    • A new branding guide focusing on accessibility standards and practices was deployed including:
      • Baseline corporate colours, fonts and size to ensure accessibility at AAA standards were introduced.
      • Visual presentation of text and images with a contrast ratio of at least 7:1.
      • Clarification of expectations for accessible logo usage, email signature and business card standards.
    • The website content and design review are planned Q4 2024-25.
  • Implement action plan for any accessibility gaps in software solutions.
    • Enabled text to speech function within primary software application utilized.

Other Communications Other Than ICT

Our recent accessibility training also covered communication techniques for public engagement. We focused on aspects such as formatting, colour contrast, and simple sentence structure to ensure our communications effectively reach and resonate with FBCL’s diverse audience.

Initiative

The FBCL will:

  • conduct benchmarking review on signage with accessibility lens and develop an action plan to address gaps that were not within scope of the 2021 RHFAC assessment.
  • review and update communication of emergency and Business Continuity Plans tailored for employees with disabilities.
  • update policy and communications on accessibility accommodations for Access to Information and Privacy (ATIP) requests.

Timeline

2024-25:

  • Complete update of signage gaps.
    • Blue Water Bridge Corporate Center and Plaza signs are being redesigned with accessibility in mind.  Deployment is currently underway.
  • Update internal ATIP policies.
    • Reviewing and updating our communication guidelines to better serve diverse audiences.
    • Updating our Business Continuity Plan, including a review on crisis communications.
  • Additional Actions Taken:
    • Completed deployment of a new internal Employee Portal with SharePoint technology maximized adaptive design and accessible format.
    • Accessibility Page was created for employees so all tools, resources, training was accessible in one location. Any new accessibility initiatives are highlighted on this page and promoted to encourage awareness and feedback.
    • Increased awareness and focus on using clear and simple language when drafting or editing content.

Procurement of Goods, Services and Facilities

Initiative

The FBCL will:

  • include accessibility considerations in its procurement policies, processes and templates (where appropriate) and ensure that procurement documents are available in electronic formats allowing for use of accessibility aids.

Timeline

2024-2025:

  • Complete accessibility-focused update of procurement policies, processes and templates.
    • Completed and updated procurement policies to incorporate accessibility considerations, ensuring fairness and inclusivity in our operations continues to be utilized.

Design and Delivery of Programs and Services

The greatest public exposure to the FBCL is through the prepaid lane tolling, as well as entering into CBSA-controlled facilities for the purposes of entry into Canada. After reviewing its policies, programs, practices and services, the FBCL has integrated related accessibility consideration within the information and communication technologies section of this plan, both for FBCL-controlled web services and those administered by the FBCL’s tolling provider.

Physical accessibility has been reviewed at the Blue Water Bridge using the robust standards from the Rick Hansen Foundation Accessibility Certification, in which the FBCL’s Maintenance and Facilities personnel participated to ensure continuous improvement to this standard through ongoing maintenance programming.

Transportation

As outlined in our initial accessibility plan, the transportation sector is not directly applicable to FBCL’s operations.

CONSULTATIONS

FBCL continues to complete a yearly comprehensive self-assessment survey with all employees, enabling employees to self-identify as persons with disabilities and disclose the disability. This has resulted in proactive adjustments being made in the workplace that previously would have been actioned following a Duty to Accommodate request.  This initiative has provided us with valuable insights to better understand and support our workforce.

We held six (6) accessibility consultation sessions this year, inviting employees with a range of accessibility needs. These discussions were aimed at enhancing our Accessibility Plan and identifying proactive strategies for creating an inclusive, barrier-free environment at FBCL. A number of employee ideas have been researched and implemented including:

Results

Sensory

  • We removed Velcro from vests to help those with sensory sensitivities.

Vision

  • Larger signage for muster points and new exit specific signs are in development.

Learning

  • Providing the interview method in advance to candidates.
  • Training on how to plan for and succeed during your FBCL interview.
  • Offering additional accessibility training with scenario based experiential training.
  • Pre-shift verbal meetings to review focus for the day, schedule, etc. verbally in person not just in writing.
  • De-escalation techniques tip sheet printed for visual reference at all customer service workstations.
  • Streamlined and simplified language and template for weekly corporate communications.
  • Training on handling verbal abuse from customers, how to be mindful about what people are experiencing outside of work, how gossiping can lead to feeling isolated and alone.

Assistive Technologies

  • Process change to permit the use of utilize tactile elements for fidgeting.

Built Environment

  • Accessible parking signs have been replaced with larger 18” x 18” dynamic wheelchair signs.
  • All accessible stall doors now have 8” x 8” dynamic wheelchair stickers.
  • A request for additional capital funding has been submitted to support more changes to the built environment based on employee suggestions.

In summary, FBCL is proactively engaging with our employees and accessibility experts to make our workplace more inclusive and accessible. This ongoing effort is crucial in shaping our strategies and ensuring a welcoming environment for everyone.