Notable progress
achieved in 2024 across the 7 priority areas of the ACA are summarized below
and detailed further throughout the report.
- Employment: We
strengthened workplace accessibility through the delivery of specialized
training and the implementation of more inclusive recruitment and accommodation
practices.
- Launched
the Enabling Leaders Program® to develop leadership skills among employees with
disabilities and strengthen our leadership pipeline.
- Provided
specialized training to accessibility champions across CMHC — key stakeholders
advancing commitments under our 2023 – 2025 Accessibility Plan — to deepen their
understanding of accessibility.
- Updated
our Workplace Accommodation Directive and developed a new accompanying
Procedure, to clarify roles and responsibilities and make the accommodations
process simpler to follow.
- Improved
our recruitment communications and job posters to better support candidates
with disabilities.
- The Built Environment: We
embedded accessibility as a core consideration in the design, renovation, and
assessment of our office spaces.
- Initiated an accessibility assessment of all
CMHC-owned and leased office spaces.
- Integrated accessibility considerations
in the acquisition and design of new office spaces.
- Information and Communication
Technologies (ICT): We prioritized accessibility in digital
tools and training to create a more inclusive digital experience.
- Implemented Onboarding 2.0 in our HR
Management System with enhanced accessibility features like screen reader
compatibility and improved keyboard navigation.
- Developed Accessible Training Guidelines
to ensure inclusivity in various training formats at CMHC, with accessibility
criteria now embedded in the procurement process for selecting training
vendors.
- Launched a website improvement plan
focusing on improving text alternatives, making layouts more consistent, and
enhancing the accessibility of popups and spreadsheet.
- Communication, other than ICT: We improved
our communication practices to ensure clear, accessible, and inclusive access
to information for all audiences.
- Created a new landing page for accessible
housing content to improve user experience.
- Conducted a plain language audit of
most-visited web pages and document to enhance clarity and ease of
understanding.
- Advanced the integration of
accommodations in the registration process for large external events.
- Procurement of Goods, Services, and
Facilities: We embedded accessibility considerations
into procurement practices to prioritize the selection of products and services
that are accessible and inclusive and meet emerging accessibility standards.
- Added accessibility criteria to
procurement templates and checklists to ensure systematic consideration of
accessibility.
- Provided targeted training to procurement
team members, improving their capacity to integrate accessibility into
procurement practices.
- Developed a process to document
accessibility requirements or decisions in all procurement activities to
maintain transparency and accountability.
- Design and Delivery of Programs and
Services: We contributed to advancing
disability inclusion through research and strengthened our consideration of people
with disabilities in the delivery of housing programs.
- Strengthened the application of GBA Plus+
in policies and program to better consider and respond to the needs of
equity-denied groups, including people with disabilities.
- Observed positive use of the Universal
Design Guide for New Multi-Unit Residential Buildings since its release,
becoming a key resource in 2024 for designers, builders, and developers to
create more accessible and inclusive housing.
- Transportation: We ensured
that transportation-related policies and communications remained accessible and
free of barriers.
1.4 Feedback on accessibility
The
feedback of people with disabilities is essential in helping us identify,
prevent, and remove barriers to accessibility at CMHC and delivering on our
2023 – 2025 Accessibility Plan. All feedback is shared with CMHC's Diversity and
Inclusion Specialist for proper documenting and actioning. The Specialist oversees
the implementation of the ACA at CMHC and can be contacted directly at DI@cmhc-schl.gc.ca.
Clients
and stakeholders can also contact CMHC's Contact Centre to share their feedback
on accessibility by phone at 1-800-668-2642, by email at contactcentre@cmhc.ca,
or by mail at 700 Montreal Road, Ottawa, Ontario, K1A 0P7. CMHC employees can
share their feedback on accessibility by emailing our Employee Relations Team, using
our internal Human Resources Case Management System, or submitting their
feedback anonymously through our third-party platform. For more information
about our feedback process, visit CMHC.ca.
"At CMHC, we are committed to learning more about accessibility by listening to people with disabilities."
— Caroline Bilodeau,
Vice-President,
People and Culture
1.5 Alternate formats
To request a copy of our accessibility plans, reports, and feedback
process in an alternate format, please contact us at:
For print, large print (increased font size) or electronic formats that
are compatible with adaptive technology: CMHC commits to providing these documents
as soon as possible and no later than 15 days of the initial request, as
required under the ACA.
For braille (a system of raised dots that
people who are blind or who have low vision can read with their fingers) and
audio (a recording of someone reading the text out loud): CMHC commits to
providing these documents as soon as possible and no later than 45 days of
the initial request, as required under the ACA.
1.6 Definitions
The following definitions apply
throughout this report:
- Accessibility:
- The design of
products, devices, services, environments, technologies, policies, and rules in
a way that allows all people, including people with a variety of disabilities,
to access them.
- Accessible Canada Act (ACA):
- A
legislation that came into force on July 11, 2019. The legislation was enacted
with the goal of removing barriers and achieving accessibility within areas of
federal jurisdiction on, or prior to, January 1, 2040.
- Accommodation:
- The legal
obligation of eliminating disadvantages and barriers to employees, prospective
employees or customers resulting from policy or practice that have an adverse
impact on individuals or groups protected under the Canadian Human Rights Act.
- Barrier:
- Anything — including anything physical, architectural, technological, or
attitudinal, that is based on information or communications or anything that is
the result of a policy or a practice — that hinders the full and equal
participation in society of persons with an impairment, including a physical,
mental, intellectual, cognitive, learning, communication or sensory impairment
or a functional limitation.
- Disability:
- Any impairment that, in interaction with a barrier, hinders an
individual’s full and equal participation in society. The impairment could
include, cognitive, communication, functional, intellectual, learning, mental,
sensory, or physical limitations. The impairment may also be permanent,
temporary, or episodic in nature, and either visible or hidden.
- Procurement:
- Buying goods and services for business purposes.
- Standard:
- A
standard guides activities of organizations in a way that is consistent across
sectors. It means people can expect the same level of service or quality of
products.
^ Return to top
2. Areas in Section 5 of the Accessible Canada Act
2.1 Employment
We are committed to fostering a diverse, equitable, inclusive, and
accessible workplace where our colleagues with disabilities can thrive. 12% of
our workforce identifies as having a disability, and we want to ensure that
they all have the support they need to succeed. From recruitment and onboarding
to career development and workplace accommodations, we are working to remove
barriers to accessibility and create an environment where our colleagues can reach
their full potential.
A key part of driving employment equity and workplace inclusion is
educating our colleagues about accessibility. We are committed to ensuring that
everyone is informed, confident, and equipped to address barriers to
accessibility and advance disability inclusion at CMHC.
Learning and Development
Barriers:
There is an opportunity to increase employee awareness on disability
inclusion and to better empower them to make products and services more accessible.
Actions:
- By the end of 2024, CMHC will implement
training for all existing and new employees on disability awareness and
accessibility. Status: on track
Progress:
In 2024, we launched
the Enabling Leaders Program®, a pilot leadership development initiative
specifically designed for people with disabilities. This program offered a
unique space for participants to build their leadership skills and brand.
Participants benefited from a safe and supportive environment, which fostered
authentic growth and development. Through this initiative, we are
strengthening the leadership pipeline within CMHC and empowering employees
with disabilities to reach their full potential.
We also provided
targeted training to accessibility champions across the organization in
2024. These champions participated in a groundbreaking day of learning,
where they engaged with experts and deepened their understanding of
inclusive workplace practices to better support their work at advancing
accessibility and disability inclusion at CMHC.
We also offered
Unconscious Bias workshops in 2024, providing employees with an opportunity
to explore how unconscious biases can impact their work and interactions. A
Post-Training Discussion Guide was also developed to support ongoing team
conversations. Furthermore, CMHC hosted the Ontario Science Centre's Behind
Racism: Challenging the Way We Think exhibition, which offered employees a
powerful opportunity to reflect on how biases, though often unconscious,
can impact equity-denied groups, including people with disabilities. This
interactive exhibit encouraged employees to examine how our minds build
beliefs and recognize systemic bias, sparking meaningful conversations
about inclusion.
During National AccessAbility Week, we issued internal communications around
topics such as psychological safety, the impact of scents in the workplace,
and accessibility standards under development. As part of these communications,
we introduced two new Safe Work Practices on psychological safety and the
impact of scents. During the week, we also hosted Yat Li, a passionate
advocate for accessibility and inclusion, as our keynote speaker. Yat
shared his powerful experiences as a Deaf and Hard of Hearing individual,
offering valuable insights into the barriers faced by people with
disabilities and strategies to create more inclusive workplaces.
Our Employee Resource
Groups (ERGs) have played an important role in fostering disability
inclusion at CMHC in 2024. Notably, we launched the Mental Wellness
Network, a new ERG focused on supporting employees facing mental health
challenges and reducing stigma around mental health. This group was
instrumental in promoting psychological safety, providing peer support, and
sharing stories of resilience throughout the year, including on World
Mental Health Day.
We are finalizing our
partnership with a supplier to implement mandatory accessibility and
disability inclusion training at CMHC. The training will be rolled-out to
everyone in 2025 and included as part of onboarding afterwards. This is a significant
step towards ensuring our colleagues understand and consider accessibility
and the needs of people with disabilities, both in our everyday interactions
and in the way we serve Canadians.
Workplace Accommodation
Barriers:
There is an opportunity to improve the process for requesting and
receiving accommodations. There is also an opportunity to strengthen people
leaders' awareness of best practices in disability inclusion and the process to
follow to provide accommodations.
Actions:
- By the end of 2023, CMHC will complete a review of our Workplace Accommodation Directive and process. As part of this review, we will invite CMHC employees with disabilities to provide their input on the directive and process. Our goal is to ensure the process is simple and efficient. Status: completed
- By the end of 2024, CMHC will implement and communicate changes to the Workplace Accommodation Directive and process based on the results of our review. Status: completed
- By the end of 2025, CMHC will develop and deliver training for people leaders and employees involved in the accommodation process. This will include the legal aspects of our duty to accommodate and process for handling and considering requests. Status: underway
Progress:
We
updated our Workplace Accommodation Directive to provide clarification on
roles and responsibilities. The process involved consultations with
employees with disabilities. Additionally, we developed a new Workplace
Accommodation Procedure to accompany our updated Workplace Accommodation
Directive. The Procedure serves as the basis for successful workplace
accommodations by outlining the steps in determining reasonable
accommodation options, in full collaboration between employees and people
leaders, when a need has been identified based on any of the prohibited
grounds of discrimination. Employees with disabilities participated in
discussion groups to provide their views on the Procedure, and their
feedback was incorporated into the Procedure. The final Workplace
Accommodation Directive and the accompanying Workplace Accommodation Procedure
will be communicated to employees by the end of 2024.
In
addition, a new people management training program was developed and
delivered to all people leaders in 2024. This program included a module
focused on disability leave and medical accommodations, equipping leaders
with the knowledge and tools needed to better support employees with
disabilities.
We
are in the process of collaborating with various stakeholders to develop and
deliver a more in-depth training to people leaders on the legal aspects of
our duty to accommodate and associated requirements and responsibilities,
by the end of 2025.
Talent Acquisition
Barriers:
There is an opportunity to make job
postings more accessible. There is also an opportunity to better integrate the
process of recruiting and onboarding people with disabilities. People with
disabilities also told us that we could strengthen our strategies and
partnerships to recruit people with disabilities.
Actions:
- By the end of 2024, CMHC will improve and
better integrate the process of recruiting and onboarding people with
disabilities. Status: completed
- By the end of 2024, CMHC will conduct a job
posting review and develop an action plan to ensure they are adapted to
candidates with a variety of disabilities. Status: completed
- By the end of 2025, the CMHC Talent
Acquisition Strategy will include a plan to attract people with disabilities.
This strategy will also include a training plan for the Talent Acquisition
Team to increase their awareness and understanding of the needs of people
with disabilities. Status: on track
Progress:
We
conducted consultations with key internal stakeholders and employees with
disabilities to improve the way we accommodate candidates during the
recruitment process. The following areas of improvement were identified and
will be implemented by the end of 2024:
- Including contact information for
accommodation requests in interview communication templates
- Improving the accommodation statement
in our job posters
We are also improving our internal process
for handling accommodation requests during the recruitment and onboarding
of people with disabilities. This work is on track to be completed by the
end of 2024.
We remain committed to continuously
reviewing our job posters to ensure they are inclusive and adapted to
candidates with a variety of disabilities. In 2024, we conducted a market
scan of job posters, benchmarking our practices against financial
institutions and government entities, including Crown corporations. This
review highlighted opportunities to strengthen how we communicate CMHC's
commitment to accessibility and accommodations in our job posters. A
project plan to adapt our job posters to candidates with a variety of
disabilities is under development and will be finalized by the end of 2024.
Research is also underway to include
a plan to attract people with disabilities within CMHC's Talent Acquisition
Strategy. This work is on track to be completed by the end of 2025.
2.2 The built environment
We are committed to creating work environments where everyone can
contribute to their fullest potential, which is why it is a priority for us to ensure
that our offices are not only accessible but also inclusive and welcoming to everyone.
All our offices have been renovated with accessibility and inclusion in mind. Our
modernized spaces are designed to meet the diverse needs of our workforce,
offering environments that support individual work, collaboration, social
connection, and wellness. We remain committed to continuously identifying
opportunities for improvement and enhancing accessibility in our built
environments, including on Granville Island, a cultural hub in Vancouver that
CMHC manages on behalf of the Government of Canada.
CMHC Offices
Barriers:
The
open concept design of the new office spaces with no assigned workstations is
posing barriers to some people with disabilities, specifically as it relates to
the availability of permanent lockers and the options to work in quiet spaces.
People with disabilities also told us that we could improve the measures in
place to meet the needs of people with hearing impairments in emergency situations.
Finally, there is an opportunity to identify and consider potential areas of
improvement related to the accessibility of our offices.
Actions:
- By June of 2024, CMHC will establish a
process for all employees, including those with disabilities, to request a
permanent locker in the location that is most convenient for them. Status: completed
- By the end of 2024, CMHC will identify and
communicate quiet workspace options at all our office locations. Status: completed
- By the end of 2024, CMHC will conduct
accessibility assessments of each of our buildings and office spaces. This
includes spaces that are owned and spaces that are rented by CMHC. Status: on track
- By the spring of 2025, CMHC will develop a
plan to improve accessibility across our office spaces, based on the findings
of the accessibility assessment. Status: upcoming
- By the spring of 2025, CMHC will ensure that
accessibility is considered throughout all phases of locating, purchasing,
renting, or building new office spaces. Status: completed
- By the end of 2025, CMHC will develop a plan
to improve the accessibility needs of people with hearing impairments in
evacuation and other emergency events. Status: upcoming
Progress:
The
process we put in place in 2023 to reserve permanent lockers and ensure
that quiet workspace options are available in all our offices remain widely
utilized and appreciated by CMHC employees.
In
2024, we laid the groundwork for a comprehensive accessibility assessment
of all CMHC-owned and leased office spaces, which will aim to identify opportunities
to improve accessibility. This involved developing a detailed scope of
work, aligned with the updated Standard CSA/ASC B651 on Accessible Design
for the Built Environment. We acquired the services of an external provider
to conduct this work, which will begin this winter and conclude by the
spring of 2025. The results will be used to develop a plan to improve accessibility
across our office spaces.
Additionally, in 2024, we established
a clear process to ensure that accessibility is a core criterion throughout
all phases of locating, purchasing, renting, and designing new office
spaces. In 2024, this process was applied to the design of our new Halifax
office, where accessibility considerations were integrated from the outset.
The design team adhered to all compliance standards and incorporated
insights from previous projects to enhance accessibility. For example, the
inclusion of a universal washroom — beyond code requirements — demonstrates
CMHC's commitment to setting a higher standard for accessible design.
As we increase in-office presence
requirements starting in 2025, we will continue to apply an accessibility
lens to our office spaces and consider the needs of people with
disabilities in all decisions related to the design of our build
environments.
Granville Island
Barriers:
There
is an opportunity to assess the physical site of Granville Island as it may
present accessibility barriers.
Actions:
- By the end of 2025, CMHC will complete the
background work to engage a consultant for a Granville Island Accessibility
Strategy including a) engaging with municipal, provincial, federal, and
Indigenous governments to figure out who is responsible for what and to
coordinate communication between these groups; b) building connections with
the disability community who can consult with us on the Accessibility
Strategy; c) developing the requirements and criteria for a Request for
Proposal to hire an accessibility consultant; and d) identifying funding
options for developing the Accessibility Strategy and its implementation. Status: on track
Progress:
During
the summer of 2024, we launched a new seasonal volunteer information tent
at Granville Island. The seasonal volunteer information tent helped improve
accessibility by providing a resource for visitors to go to for help with wayfinding,
directions and to answer questions about Granville Island recognizing that
not all visitors are able to interpret maps or web-based information. We
also added several new accessible picnic tables at Granville Island this
summer, recognizing the need for more accessible seating.
In
2024, we supported numerous large-scale events on Granville Island that
prioritized disability inclusion by using interpreters for performances, providing
reserved seating and space for those with disabilities near the front of
stages, and providing quiet zones at events. We also partnered with a local
organization to host an urban design studio on improving wayfinding with a
specific focus on non-verbal wayfinding.
Throughout
2024, we continued to make progress towards the development of our Granville
Island Accessibility Strategy. We have been working to obtain clarity on
accountabilities related to the accessibility of Granville Island between
municipal, provincial, federal, and Indigenous governments, and are
continuing to build relationships with the disability community. We are
also making progress in scoping potential accessibility consultants and
funding options to improve the accessibility of Granville Island. We
acknowledge that the land we call Granville Island is situated on the
traditional, ancestral, and unceded territory of the Musqueam, Squamish,
and Tsleil-Waututh Peoples. We are committed to respecting this land and
working collaboratively with Indigenous communities to ensure that our
efforts in accessibility reflect their values, needs and priorities.
2.3 Information and communication technologies (ICT)
Accessibility in ICT
goes beyond compliance with standards like the Web Content Accessibility
Guidelines 2.0 AA and the CAN/ASC - EN 301 549:2024 Accessibility requirements
for ICT products and services — it's about creating digital experiences that
allow everyone, including people with disabilities, to participate fully. We
are taking a proactive approach in how we develop, use, and acquire ICT,
working closely with our service providers to identify, prevent and remove
barriers to accessibility. Our efforts aim to make our ICT products and
services usable and accessible for everyone, and to minimize the need for
assistive technologies while ensuring compatibility for those who use them.
Human Resources (HR) Management System
Barriers:
There is an opportunity to assess the
accessibility of CMHC's HR management system, including the job application
module, to ensure it does not present barriers to those who use it, including
potential applicants with disabilities.
Actions:
- By the end of 2025, CMHC will review our HR
management system to identify barriers to accessibility and make it simpler
where possible. Status: on track
Progress:
In
2024, we continued to review our HR management system to identify and
address barriers to accessibility. As part of this effort, we identified
several accessibility challenges with our Onboarding module. To address
these issues, we are implementing Onboarding 2.0, an updated module which
features an enhanced user interface that supports screen readers, improved
keyboard navigation, and high-contrast modes. These improvements, which
will be completed by the end of 2024, will make it easier for visually
impaired users to navigate the system using screen readers and provide
more options for those with motor impairments through keyboard shortcuts.
The
review of our HR management system remains ongoing, and we are committed
to continually identifying and addressing accessibility barriers to provide
an inclusive user experience. We are actively collaborating with SAP, our
system provider, to leverage new and existing features that improve
accessibility across the system.
Learning Management System
Barriers:
There
is an opportunity to improve the accessibility of training and onboarding materials.
Actions:
- By the end of 2023, CMHC will develop
guidelines and seek to ensure all new training (in-person, virtual,
e-learning, or blended) developed or procured will be accessible to a wide
variety of people. Status: completed
- Starting in 2023, CMHC will work to identify
our current accessibility requirements concerning training. We commit to
seeking opportunities to develop and procure training that meets these
requirements. Status: completed
- By the end of 2024, CMHC will review current
mandatory training materials for employees to identify opportunities to
improve the accessibility of these training materials and will develop a plan
to address the findings. Status: completed
Progress:
In 2024, we developed and
implemented Accessible Training Guidelines for various training formats, including
online, in-person, virtual, and blended training. These new guidelines offer
clear principles and techniques that training providers, designers, and instructors
are expected to follow when providing, designing, and delivering training
at CMHC. The guidelines aim to improve the accessibility of CMHC's
corporate training by creating inclusive learning environments that
accommodate diverse needs, reduce barriers to accessibility, and minimize
the need for participants with disabilities to request accommodations.
To ensure these expectations
are met, accessibility requirements are now embedded into our procurement
process. All Requests for Proposal and Requests for Supply Arrangement
include mandatory accessibility criteria, such as compliance with the ACA regarding
the provision of learning materials and adherence to CMHC's Accessible
Training Guidelines. Selected vendors are required to meet these requirements,
to ensure that the training they provide support an inclusive learning experience
for everyone at CMHC.
Additionally, we reviewed our
existing mandatory training materials to identify opportunities for
improvement. As a result, we identified three key courses — Code of Ethics,
Harassment and Violence, and Occupational Health and Safety — where
accessibility can be improved. A plan is in place to revise these materials
to ensure that they are more inclusive and accessible for everyone.
CMHC Website
Barriers:
People with disabilities have reported barriers when visiting our website,
specifically as it relates to text-based alternatives, the layout of pages, as
well as the accessibility of popups and spreadsheets.
Actions:
- By the end of 2023, CMHC will further mature
and formalize our procedure for routine accessibility testing of our website. Status: completed
- By the end of 2024, CMHC will formalize a plan for website
accessibility improvements including
a) ensuring that images containing information have appropriate text-based
alternatives where applicable; b) improving consistency of layouts throughout
all webpages; c) ensuring all popups are accessible where applicable; and d)
improving the accessibility of spreadsheets. Status: completed
Progress:
The procedure we established
for routinely testing our website’s accessibility in 2023 remains essential
in driving continuous improvements to the usability and inclusivity of our website.
In 2024, we developed a plan to
address specific areas for improvement, including text-based alternatives,
layout, popups, and spreadsheet accessibility. We are currently actively
implementing this plan.
The plan outlines how we will
continue to use accessibility evaluation tools, and acquire new ones as
needed, to drive accessibility, including ensuring that images containing
information have appropriate text-based alternatives so that all users can
access the same information, regardless of how they interact with the
content. As per the plan, a redesign initiative is also underway to enhance
the consistency of web page layouts and create a more uniform and seamless
user experience. The plan also seeks to make navigation more intuitive, thereby
ensuring that all users can interact with our website more easily. The plan
addresses the accessibility of interactive elements such as popups, which are
already being redesigned for easier use by individuals with assistive
technologies. CMHC’s web team is also sharing best practices for spreadsheet
accessibility with content creators, while working to reduce the number of
spreadsheets across our website.
In 2024, we also tested the
accessibility of our Residential Mortgage Industry Data Dashboard with a
third-party provider, which led to important improvements to our web
template pages and the use of Power BI. Additional web template pages are
under review to further enhance our website’s accessibility. We also
developed an accessibility checklist for use by the entire web team when creating
new pages and editing existing pages.
Training remains key to equipping
our web team to continuously improve website accessibility. In 2024, the
team took part in formal training with experts like Site Improve Frontier
and Eliquo, as well as informal knowledge sharing opportunities.
General
Barriers:
There is an opportunity to assess the accessibility of CMHC's ICT to
ensure they do not present barriers to employees with disabilities, and to
consider accessibility in all future acquisitions of ICT.
Actions:
- Starting in 2023, accessibility will be considered in all ICT purchased by
CMHC. Status: completed
- By the end of 2025, CMHC will develop a plan to review most frequently used
technology to identify barriers for employees with disabilities. Status: upcoming
Progress:
In 2024, we continued to consider
accessibility in all ICT products purchased by CMHC. We also strengthened
our collaboration with our service providers and procurement partners to better
define accessibility requirements for ICT products. This is ensuring that accessibility
is proactively considered in our choices of products before they are
accepted and implemented and preventing barriers to accessibility in ICT at
CMHC.
Additionally, while the
development of a formal plan to review potential barriers to accessibility
in our existing technology has not yet begun, we have identified the
necessary resources to map out a plan starting in 2025. As part of this work,
we will incorporate the new National Standard of Canada on Accessibility
Requirements for ICT Products and Services (CAN/ASC - EN 301 549:2024) as a
key standard to be followed when evaluating and enhancing the accessibility
of our digital tools and technology moving forward. This will ensure that we
are adequately prepared to address existing barriers to accessibility in our
technology and meet evolving accessibility requirements in ICT products and
services.
2.4 Communication, other than
information and communication technologies
At
CMHC, we believe that everyone should have access to clear, direct, and
easy-to-understand communication. We are committed to ensuring that our
messages reach all audiences, including people with disabilities, by embedding
accessibility into our communication practices. This includes using plain
language, providing information in alternate formats, and making our events
accessible to everyone. Our goal is to ensure that no one is left behind in
accessing the information they need.
Availability of Information
Barriers:
There
is an opportunity to improve Granville Island's website to include specific
information about accessibility for the purpose of visit planning. People with
disabilities also indicated that information about our programs and services is
offered online with no clear alternative. They also indicated that it was
difficult to find information on accessible housing on CMHC's website.
Actions:
- By the end of 2023, CMHC will publish a section on the Granville Island website about accessibility on the Island. This will include information that is useful for people with disabilities to know before they visit. Status: completed
- By the end of 2023, CMHC will provide a phone number for questions about our programs on all new documents and forms. Status: completed
- By the end of 2024, and as part of our continuous website improvement journey, we will assess and ensure that accessible housing content is easily found. Status: completed
Progress:
The new page that we created on
the Granville Island website in 2023 provides details about the accessibility
of Granville Island for the purpose of visit planning. The page was visited
almost 3,000 times since its creation, demonstrating the value of its
information in shaping the experience of visitors and making Granville
Island a more inclusive and welcoming destination for all.
In 2024, we continued to use
the templates that we created for reports and forms in 2023, which feature CMHC's
contact information for any questions about our programs and services,
including those related to accessibility. This is making it easier for
people with disabilities to seek assistance with accessibility-related
needs and questions.
As part of our ongoing efforts
to make information easy to find for everyone, we are creating a new
landing page on our website to centralize content related to accessible
housing. The new landing page will provide a more user-friendly and
inclusive experience to everyone looking for information related to
accessible housing. This work is on track to be completed by the end of
2024.
Plain Language
Barriers:
Some
people with disabilities told us that the language we use is sometimes
technical and difficult to understand.
Actions:
- By the end of 2023, CMHC will formalize a
plan to ensure all new documents or webpages produced by CMHC and meant for
the public will be written in plain language. This will include a plan for
internal training in plain language writing. Status: completed
- By the end of 2024, CMHC will make sure that
our frequently accessed documents and webpages are written in plain language. Status: completed
Progress:
Building on the plan we established
in 2023 to ensure that all new documents and webpages produced by CMHC for
the public are written in plain language, CMHC took further steps in 2024
to improve existing content. This year, we conducted an audit of our top
200 most-visited web pages. Each page was assessed for compliance with
plain language standards. Many pages met the requirements, while those that
needed adjustments were updated to ensure clarity and ease of
understanding. We have provided plain language training to business lines
to support the use of plain language in our PDF reports and uploaded documents.
In 2024, we have also started to gradually move flagship PDF reports to
HTML to allow for better compliance with plain language standards. This
work supports our commitment to providing clear, easy-to-understand
communication across all digital content. The review of our most frequently
accessed documents and webpages is on track for completion by the end of
2024. Moving forward, we will continue making plain language central to our
communication approach.
Alternate Formats
Barriers:
Given
that documents contained in the Housing Knowledge Centre (HKC), CMHC's housing
library, are widely available and that some may not have been assessed for
accessibility, there is an opportunity to include information about how to
obtain the documents in alternate formats on the main page of the Housing
Knowledge Centre. There is also an opportunity to formalize a process for
meeting requests for alternate formats for any document produced by CMHC.
Actions:
- By the end of
2023, CMHC will include an accessibility statement that explains how to
request a copy of CMHC documents in alternative formats on the main page of
the Housing Knowledge Centre. Status: completed
- By the end of 2024, CMHC will be able to
meet requests for alternative formats (electronic, print, audio, or braille)
for any document that is produced by CMHC. Status: completed
Progress:
The main page of the Housing
Knowledge Centre features our commitment to accessibility and details on
how to request documents in alternate formats since 2023. Additionally, the
process that we established in 2023 for fulfilling requests for alternate
formats that cannot be produced in-house remains clear and effective.
Public Events
Barriers:
There is an
opportunity to improve the accessibility of CMHC external (public-facing)
events, live-streamed virtual and in-person, by making live-captions and sign
language available to participants upon request.
Actions:
- By the end of 2024, the registration process
to external (public-facing), live-streamed virtual or in-person events hosted
by CMHC and which require official pre-registration
will include the option to request accommodations, including live-captions. Status: on track
- By the end of 2024, the registration process
to external (public-facing), live-streamed virtual or in-person events hosted
by CMHC and which require official pre-registration
include the option to request accommodations, including sign language
interpretation. Status: on track
Progress:
In
2024, CMHC made progress toward ensuring that the registration process for
public-facing events includes options for requesting accommodations, including
live-captions and sign language interpretation. A Limited Tender Request
for Proposal was issued to acquire a registration software solution that
supports various accessibility features, including the ability to request
live captions, sign language interpretation, and other accommodations. A supplier is being selected
in the fall of 2024, and the new solution will be implemented and fully
operationalized in early 2025. This enhanced registration process will
enable participants to select the specific accommodations they need,
ensuring a more inclusive experience for all attendees at virtual or
in-person events hosted by CMHC that require pre-registration.
Additionally, during the 2024
National Housing Conference, CMHC took steps to ensure that accessibility
was considered throughout the planning and delivery of the event. The
registration system we used allowed participants to specify dietary
restrictions and indicate any accommodation that they require to fully
participate in the event. CMHC met all accommodation requests. We also ensured
that the main plenary area included reserved seating for individuals who
are hard of hearing, have visual impairments, or need additional space for
mobility aids, ensuring that everyone could fully engage in the sessions. Live
captioning in both official languages was also made available during keynote
presentations and panel discussions. Quiet spaces were also offered for
neuro-diverse attendees, as well as gender-neutral restrooms.
In addition to these measures, CMHC
ensured that all conference materials, such as agendas, presentations, and
handouts, were available in accessible formats. This included providing
large-print materials and digital versions compatible with screen readers,
allowing attendees to access content in the way that best suited their
needs. These efforts reflect CMHC's broader commitment to ensuring that
accessibility is fully integrated into the planning and execution of all
public-facing events, providing an equitable experience for every
participant.
We remain dedicated to making accessibility
a priority in all future external, live-streamed virtual or in-person
events hosted by CMHC, to ensure that everyone can participate fully and
without barriers.
2.5 The procurement of goods, services and facilities
We are committed to including
accessibility considerations in our procurement process. By doing so, we
understand that we are ensuring that our products and services can be accessed
and used by all, which contributes to creating a more inclusive and accessible
CMHC.
Barriers:
There is an opportunity to formally consider accessibility in CMHC's
procurement process to ensure that all new products and services purchased by
CMHC are accessible from the start.
Actions:
- By December 2023, CMHC will ensure that
accessibility considerations are added to procurement checklists, procurement
policy, requirement templates and template contracts. Status: completed
- By December 2023, procurement and
contracting officers will receive training on how to support their clients to
incorporate accessibility into procurement. Status: completed
- From January 2024 onwards, accessibility
will be explicitly considered in all procurements by either documenting the
decision to not incorporate accessibility requirements or by including
accessibility requirements. Status: completed
Progress:
We added accessibility criteria
to our procurement checklists, requirement templates, and template
contracts, ensuring that accessibility is systematically considered in
every aspect of the procurement process. These updates are guiding
procurement officers and decision-makers in evaluating accessibility during
planning, cost estimation, and design of procurement activities.
In addition, we improved our
Procurement Directive to better integrate accessibility into every step of
the procurement process. The revised Procurement Directive provides clear
guidelines for incorporating accessibility criteria when evaluating
suppliers and drafting contracts. It emphasizes the importance of considering
accessibility at all stages of the procurement process, to advance
disability inclusion. This update is helping to align CMHC's procurement practices
with the principles of the Accessible Canada Act and reinforces our
commitment to preventing barriers to accessibility in the procurement of
goods and services.
To support this integration, we
provided specialized training to the Procurement Team in 2024. Team members
participated in training sessions offered by Public Service and Procurement
Canada’s Accessible Procurement Resource Centre and the Canada School of
Public Service, equipping them with the skills to incorporate accessibility
into procurement practices effectively. These training sessions also helped
team members better understand how to support clients and vendors in
meeting accessibility requirements and enhanced their capacity to consistently
embed accessibility considerations in their decision-making processes.
Moving forward, for each
procurement activity, the decision to include accessibility requirements or
not is being documented. Additionally, updates were made to the Vendor Code
of Conduct and Statement of Work templates to reflect CMHC’s commitment to
eliminating barriers to accessibility in our procurement of goods and
services. Through these efforts, CMHC is adopting a more inclusive
procurement process, ensuring that the products and services we acquire
meet the diverse needs of all stakeholders.
2.6 The design and delivery of programs and services
Accessibility
remains an important part of how CMHC sees the future of housing. We are
committed to creating a better, more inclusive, and equitable housing system
for everyone by integrating accessibility considerations in the design and
delivery of our programs and services.
Barriers:
There
is an opportunity to improve the way accessibility, and the impact on people
with disabilities, are considered when designing and delivering programs and
services that aren't specifically related to accessible housing.
Action:
- By the end of 2024, CMHC will
focus more on accessibility and the effects on people with disabilities
whenever we create a new government housing policy, program, or initiative. Status: completed
Note:
Starting December 2023, the accountability and
responsibilities for the design of new government housing policies and
programs have been transferred from CMHC to
Housing, Infrastructure and Communities Canada.
Progress:
CMHC
continued to improve the implementation of Gender-Based Analysis Plus (GBA
Plus+) in our policies and programs to be more responsive to the diverse
needs and experiences of equity-denied and intersectional communities
living in Canada, including people with disabilities. We took actions to:
- Identify
and address barriers to applying GBA Plus+ within the Corporation.
- Strengthen
our capacity to apply GBA Plus+ in an increasingly methodical manner to
inform our policies and programs.
- Implement
lessons learned from the application of GBA Plus+ by CMHC and other
government departments and leverage disaggregated data to take a deeper
dive into how our programs, internal policies, services, and research
impact people living in Canada.
Since its release in
2023, CMHC’s Universal Design Guide for New Multi-Unit Residential
Buildings was accessed by over 5,600 people on our website, demonstrating
the significant interest and need for resources that support accessible and
inclusive housing design. Outreach and collaboration activities continued
in 2024 to promote awareness of the Guide that was developed with input
from industry leaders and continues to serve as a valuable tool for
designers, builders, and developers, encouraging them to adopt innovative,
flexible, and adaptable design principles that meet diverse needs and
abilities, including those of people with disabilities.
Additional projects undertaken since
2023 to further advance knowledge and tools in support of accessibility,
include: working to integrate adaptability concepts into the design
process for the Housing Design Catalogue to facilitate the addition of
accessibility features as required; research on adapting housing to
accessible technology needs; and research examining the longer term
outcomes for households assisted through public investments in housing,
including accessible housing for Canada’s aging population and individuals
living with disabilities.
Moving forward, CMHC
remains committed to ensuring that accessibility and the needs of people
with disabilities are integral considerations in the development of housing
policies, programs, and initiatives.
Note: Starting December 2023, the accountability and responsibilities for the design of new government housing policies and
programs have been transferred from CMHC to Housing, Infrastructure and
Communities Canada.
2.7 Transportation
While
no specific barriers related to transportation were identified by people with
disabilities, we remain committed to regularly reviewing our travel policy and
communications about transportation to ensure they are barrier-free.
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3. Consultations
We consulted employees with disabilities
on the draft version of our 2024 Accessibility Progress Report. Their feedback
was incorporated into our final report.
The opportunity to participate in our consultations
was promoted through our intranet, direct emails, and various Teams channels.
The consultations took place in small focus-groups in mid-October 2024, where participants
were encouraged to provide their views on the progress described in our draft
report and suggest improvements. Participants also had the chance to highlight
any barriers to accessibility that they encountered or observed at CMHC and that
are not covered in our draft report. These are summarized in Section 4.
Our consultation sessions were conducted
virtually in a confidential and supportive setting, designed to be
psychologically safe for all participants. To facilitate a smooth and
productive discussion, participants were provided with the draft report,
reflection questions, and guiding principles ahead of time. Additionally, they
were given the opportunity to request accommodations in advance to ensure their
full participation.
The focus-groups included a diverse range
of experiences, representing individuals with physical disabilities (such as
mobility, flexibility, and dexterity), cognitive disabilities (including
neurodiversity, mental health, and learning), and sensory disabilities (such as
vision, hearing, and speech). As a gesture of appreciation for their time and
contributions, all participants received recognition through our internal
appreciation platform, acknowledging their role in advancing accessibility and disability
inclusion at CMHC.
Participants found the report clear,
well-organized, and easy to understand. They appreciated how the content was
divided into sections and topics, with a colour-coding
system to indicate the status of each commitment. They also valued the
inclusion of definitions and summaries.
While some participants were encouraged
by the progress CMHC has made, others felt that the report focused too heavily
on the development of strategies, assessments, and guidelines, with limited
evidence of concrete changes being implemented so far. This created the
perception that the progress was more high-level than practical, leaving some
participants uncertain about how the commitments would translate into
meaningful outcomes. Participants also expressed that, in the future, they
would like to see more measurable data to support CMHC's action plans and
progress reports.
In addition to this feedback,
participants suggested several specific improvements, including better explaining
certain terms, acronyms, and initiatives, adjusting bullet spacing, imagery, colour contrasts and white spaces. These suggestions have
been integrated into the final version of the report to improve clarity,
accessibility, and alignment with participants' expectations.
Participants valued the opportunity to provide
feedback, noting that the consultation environment allowed them to express
their views openly and without judgment.
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4. Feedback
We
have a process in place to receive and action feedback on accessibility. A full
description of our feedback process is available on CMHC.ca.
All
feedback we receive is carefully acknowledged, considered, and actioned. Below
is a summarized overview of the feedback we received on accessibility
at CMHC since the implementation of our 2023 – 2025 Accessibility Plan, and the
actions we are taking to address the feedback. The below summary reflects insights
gathered through our feedback process, as well as various engagement activities
conducted with people with disabilities, including surveys and consultations.
Part-time
Employment
Feedback: Stakeholders
highlighted the value of more part-time positions to provide career progression
opportunities for people with disabilities who can only work part-time. They
also emphasized the need to prorate on-site attendance requirements for part-time
employees, as the previous directive did not account for their reduced hours.
Actions: We are
exploring the possibility of offering more part-time roles at CMHC to meet
operational needs as part of our workforce planning discussions and our
strategy to attract and retain people with disabilities. We have also responded
to feedback on on-site attendance by implementing a prorated on-site attendance
requirement for part-time employees, which was announced in the fall of 2024.
This change allows part-time employees to fulfill their on-site hours based on
their work schedule, providing greater flexibility and fairness in our approach.
Workplace
Accommodation and Psychological Safety
Feedback: Stakeholders
highlighted the need for greater understanding among people leaders regarding
the accommodation process and disability inclusion. They emphasized the
importance of clearer communication about how to request accommodations,
especially around new in-office presence requirements, and stressed the need
for a more equitable approach in considering requests for accommodations and
exceptions. Some stakeholders expressed frustration with the lack of timely and
effective accommodations, and dismissive responses from HR, with reports of
employees being made to feel like their requests were exaggerated or invalid.
Some also expressed a lack of trust in HR, and feeling unsafe disclosing their
disabilities, fearing judgment or negative repercussions. Feedback suggested a
need for further education on disability inclusion and human rights for HR
teams to handle accommodation requests with greater compassion.
Actions: Feedback was considered and integrated into our revised Workplace
Accommodation Directive and new Workplace Accommodation Procedure, which will
be shared with employees by the end of the 2024. It is also informing our Workplace
Hybrid Approach, including our information sessions, and messaging such as Frequently
Asked Questions, where we are prioritizing transparency and clarity of
information. Additionally, a training program for people leaders on accommodations
and disability inclusion is being developed for delivery by the end of 2025.
Ergonomic
Feedback: Stakeholders noted that the process for requesting ergonomic assessments
and equipment could be clearer and better communicated, with additional
guidance on how to use ergonomic office equipment.
Actions: A
recommended approach for the ergonomic program was put forward in 2024,
including guidance and ergonomic assessments, in collaboration with key
stakeholders. Budget approval to stand up the program is ongoing. The
Musculoskeletal Disorder Prevention Directive will be updated to reflect the
new program elements, which should be launching in 2025.
Workplace
Hybrid Approach
Feedback: Stakeholders expressed concerns about the new in-office presence requirements
at CMHC, stating that it could exclude individuals and worsen existing
accessibility barriers. They noted that the decision-making process did not
fully account for accessibility needs or the importance of disability inclusion.
Concerns included: needing additional accommodations, having to publicly
explain their disability and justify their accommodations (e.g. using focus
rooms, having reduced in-office days/hours, wearing light blocking glasses), feeling
isolated, excluded and judged, fearing that their participation in office
events and the monitoring of presence could jeopardize their accommodation or
exception status, and fearing job security and career progression opportunities
because of the impact that the requirements may have on their health,
productivity and others' perception of them. Stakeholders also noted the lack
of clear guidelines on camera usage during meetings, especially with increased
in-office presence requirements. Some stakeholders expressed the importance of
camera usage given their reliance on lip reading, while others expressed a preference
for choice based on their needs. Incidents of being pressured to turn on
cameras have caused embarrassment, underscoring the need for clearer guidelines.
Actions: The
feedback is informing our Workplace Hybrid Approach, including our information
sessions, and messaging such as Frequently Asked Questions, where we are
prioritizing clarity of information. This will include clearer guidelines
around usage of camera and other practices to create inclusive meetings. The upcoming
mandatory accessibility and disability inclusion training will emphasize the
importance of accommodations, the challenges faced by people with disabilities,
and the importance of fostering a culture of understanding where employees are
not pressured to explain their accommodations or disabilities.
Built
Environment
Feedback: Stakeholders
raised sensory issues with our office spaces, particularly around lighting
(brightness due to LED and natural light exposure) and noise levels (open
spaces, high ceilings, and lack of sound blocking materials). Additionally,
accessibility barriers were raised related to the absence of a ramp and
automatic door openers at the south entrance of the Ottawa office and the
design of the Atrium stairs. Some stakeholders also noted that the limited
availability of quiet/focus rooms and lack of natural light in these spaces
posed challenges, particularly when these spaces are needed for extended
periods of time. Feedback also highlighted the need to bring greater awareness
to the impact of scent in the workplace. Some stakeholders noted concerns over
wellness rooms being converted into offices due to new in-office presence
requirements, the availability of accessible parking, and the accessibility of
exterior spaces.
Actions: Feedback
on our built environment will be evaluated through our upcoming accessibility
assessment of CMHC-owned and leased office spaces, which is being conducted in
2025. The assessment will guide the development of a plan to improve the
accessibility of these spaces. In addition, in 2024, we issued internal
communications around the impact of scents in the workplace, and we introduced
a new Safe Work Practices on the impact of scents in the workplace, which was
shared with employees during the spring and fall of 2024.
Digital
Tools and Systems
Feedback: Stakeholders
identified issues with screen reader compatibility when using complex PDF forms
created through Adobe Experience Manager (AEM)/LiveCycle, which lacks the
tagging structure of standard PDFs. This made documents less accessible to
users with disabilities who rely on screen readers. Stakeholders also highlighted
the absence of a "show password" option during website logins, which
posed a barrier for those with visual impairments and cognitive disabilities. Concerns
were also raised around the lack of a dark mode options when using internal
tools like SharePoint, difficulties navigating the Pay and Benefits Portal, and
challenges related to the office space booking system.
Actions: For
the AEM/LiveCycle forms, we consulted with accessibility experts and
implemented adjustments to enhance screen reader compatibility, with further
testing underway to ensure the changes are effective. For the website login
process, we will introduce a "show password" feature in the winter of
2025, improving accessibility for all users. For the issue of dark mode in
internal tools like SharePoint, though a solution has not yet been identified
due to limitations in the software's configuration, we remain committed to
exploring alternative approaches and providing updates as new solutions are
considered. We are also examining the accessibility of the Pay and Benefits Portal
as part of our ongoing review of our HR Management System.
Training
and Onboarding
Feedback: Stakeholders
noted that online mandatory training poses accessibility challenges as it does
not always include a variety of accessible formats, particularly an audio
option. Group-based French language training was flagged as unsuitable for some
employees with disabilities, impacting their career progression. Stakeholders
emphasized the importance of awareness initiatives, particularly about
invisible disabilities, as well as the need to provide training on writing in plain
language and creating accessible documents. Stakeholders said that the 2024 mandatory
harassment and violence training lacked practical strategies for resolving
conflicts before escalating to Human Resources. Some stakeholders said that the
onboarding process should be reviewed to ensure it accommodates employees with
disabilities and supports disability inclusion.
Actions: We
reviewed our existing mandatory training materials to identify opportunities
for improvement. A plan is in place to revise these materials to ensure that
they are more inclusive and accessible for everyone. We also developed Accessible
Training Guidelines which are being implemented starting in 2025 to build
greater accessibility in training offered by CMHC or on behalf of CMHC. The
onboarding process will be reviewed with an accessibility lens, and we will
continue to bring awareness and education about accessibility and disability
inclusion through various internal communication channels and trainings in
2025.
Other
Feedback Under Review
Housing
Programs and Services: Indigenous communities expressed the
following issues with the accessibility of our application processes:
limitations due to internet connectivity, arduous and difficult application
process, and lack of inclusive and plain language in the application process. Stakeholders
also questioned how CMHC is ensuring that program funding considers upcoming
accessibility regulations and standards, such as construction costs for
accessible housing, noting the importance that programs are funded to meet
upcoming accessibility regulations and standards given the impact that these
may have on stakeholders, particularly Indigenous communities accessing CMHC
programs and services.
Hiring: Need
for data transparency around equitable hiring of people with disabilities.
Procurement: Need
for emphasis on considering all types of disabilities when acquiring products
and services.
Food: Need
for gluten-free options at the Ottawa cafeteria.
^ Return to top
5. Conclusion
In
2024, we made significant progress to advance accessibility and disability
inclusion at CMHC, from integrating accessibility into procurement processes to
creating more inclusive workplace practices. Our commitment to integrating
accessibility across all aspects of our operations has strengthened our
capacity to meet the needs of our colleagues, clients, and the communities we
serve.
While
we're proud of our achievements in 2024, we recognize that accessibility is an
evolving journey that requires continuous improvement and adaptation. The
feedback we received from people with disabilities has been instrumental in
guiding our efforts to improve accessibility at CMHC. We remain committed to
listening, learning, and adapting our strategies to ensure that the experience
and perspectives of people with disabilities are at the forefront of our work.
As we
look ahead to 2025, our focus will be on expanding the progress made this year
and fully implementing our 2023 – 2025 Accessibility Plan, while continuing to
actively engage with people with disabilities to create a more inclusive and
accessible CMHC. We will:
- Deepen the impact of training and awareness
initiatives: With the rollout of mandatory
accessibility training in 2025, we aim to further embed a culture of
inclusivity at CMHC. This includes ensuring that every employee understands
their role in creating an accessible workplace and that our leaders are
equipped to provide effective and inclusive accommodations and support.
- Enhance the accessibility of digital
tools and platforms: In 2025, we will focus on developing a
comprehensive plan to address accessibility barriers in our most frequently
used digital technologies. This plan will include the adoption of the new
CAN/ASC - EN 301 549:2024 standard, ensuring our digital tools align with the
latest accessibility requirements and provide an inclusive experience for all
users.
- Assess the accessibility of our build
environment: Using the results of the accessibility
assessment of our office spaces, we will develop a plan to enhance the
accessibility of our built environment.
As we
adjust our in-office presence requirements starting in 2025, we recognize the
need to carefully consider how these changes will impact individuals with
disabilities, particularly in terms of space, employment equity, accommodation
practices, and workplace inclusion. We understand that this will require us to
focus more on mitigating potential impacts to ensure that everyone can thrive and
feel included.
By
maintaining our focus on these key areas, we aim to fully implement our
2023 – 2025 Accessibility Plan, while continuing to create an inclusive and
barrier-free CMHC for everyone.
^ Return to top
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