The Veterans Review and Appeal Board’s Accessibility Progress Report 2023

• Persons with disabilities may be under-represented in the VRAB’s hiring, acting appointments, and promotions. This could be due to one or more of the following factors:

  • persons with disabilities having difficulties with, and higher drop-off rates in, selection processes (as compared to persons without disabilities)
  • lack of skill development opportunities for persons with disabilities, including language training, to support career growth and development
  • persons with disabilities not self-identifying
  • the VRAB not being perceived as an accessible and inclusive workplace

Actions for employment barrier #1

• Use VAC’s expanding tools for more accessible and inclusive hiring with the goal of closing the representation gaps for persons with disabilities:

  • Implement an “Attestation of Impartiality and Diversity Form”, where selection board members can document that they belong to equity seeking communities.

  • Where appropriate, work with VAC to use the planned repository of names of qualified equity-seeking community members who are interested in participating in assessment boards.

  • Incorporate an “Articulation of Selection Decision Form” that highlights key employment equity considerations in the selection of candidates.

  • Work with VAC to access their planned Accommodation Assessment Ambassadors (among staffing advisors), to support hiring managers in offering timely and appropriate accommodation measures during staffing processes.

• Tailor initiatives to support recruitment and career development of persons with disabilities:

  • Coordinate sessions for VRAB Directors and Managers to promote diverse and inclusive staffing practices, including the demystifying of common misunderstandings associated with the recruitment of persons with disabilities.

  • Continue to consider opportunities for additional hiring through programs such as the Federal Internship Program for Canadians with Disabilities.

• Promote the VRAB as an inclusive workplace for employees with disabilities:

  • Undertake a review of language used in recruitment communications to ensure it is welcoming, accessible, and inclusive.

  • Offer opportunities for VRAB staff to participate in a VAC-led learning series on “How to Apply on a Process”, including a session tailored to persons with disabilities.

  • Undertake a review of onboarding materials to ensure they include links to accessibility-related supports, and how to obtain them.

    • Completion of all Actions by: December 2023

    • Roles and responsibilities: VRAB Strategic and Corporate Services Directorate

    • Status: Complete

Progress on employment barrier #1

• The Board has implemented the “Attestation of Impartiality and Diversity Form,” which provides a commitment to impartiality and an unbiased assessment, as well as the opportunity for voluntary self-identification of selection board members who belong to equity-deserving groups.

• The Board is using the Articulation of Selection Decision document, which guides managers in describing and documenting their selection decision when appointing a candidate. By requiring a fact-based explanation of appointment decisions, the document seeks to hold organizations accountable in ensuring staffing is as unbiased as possible.

• The Board is also committed to working with VAC to access their Assessment Accessibility Ambassadors as required to support hiring managers in offering timely and appropriate accommodation measures during staffing processes.

• In 2024, the VRAB will work with VAC to organize a session for Board leadership to discuss and promote diverse and inclusive staffing practices, including the demystifying of common misunderstandings associated with the recruitment of persons with disabilities.

• Within the past two years, the VRAB hired an individual through the Federal Internship Program for Canadians with Disabilities. While this program is set to end in March 2025 and recruitment for the program is now complete, the VRAB will continue to consider opportunities to run hiring processes directed toward persons with disabilities, as well as the following talent sources:

  • The Virtual Door to Talent with Disabilities and

  • Employment Opportunity for Students with Disabilities (EOSD) – part of the Federal Student Work Experience Program (FSWEP)

• The VRAB’s recruitment communications, which are developed by the Board’s Communications Team, are being written with consideration to plain language, with GBA Plus taken into consideration, and including welcoming, accessible, and inclusive language.

• The Board has plans underway to offer opportunities for VRAB staff to participate in VAC-led learning series on “How to Apply on a Process” for all employees, including a session tailored to persons with disabilities.

• The VRAB has also reviewed its onboarding materials to ensure they include links to accessibility-related supports, and how to obtain them.

• The Board’s training team created a blended approach to onboarding new employees which can be delivered in-person at the office, live/synchronous virtually using MS Teams, and/or through asynchronous, just-in-time online learning using Moodle (the VRAB’s Learning Management System). This blended approach promotes accessibility, including in the context of persons with disabilities who might work in-person at the office and/or from home, so that everyone can participate and feel included.

• This onboarding package contains three items – each of which are located on the VRAB’s Moodle:

  • The first item, the VRAB’s Administrative Checklist, contains eight items that provide step-by-step instructions on how to complete specific general onboarding tasks, such as registering for myKEY, etc. The checklist was written using accessibility principles from Shared Services Canada (SSC)’s Accessibility, Accommodation and Adaptive Computer Technology (AAACT) program, as well as the Board’s Accessibility Checklists and Resources document, which the Board developed in Fall 2022.

  • Furthermore, whereas new employees are given three days within their second week of employment at the Board to complete the VRAB’s Mandatory Training Checklist, with accessibility in mind, an employee who requires more time to complete the courses will be given more time. Of this list of mandatory courses, 85% are Canada School of Public Service (CSPS) courses that are located on the CSPS Learning Management System, which uses the D2L Brightspace – one of the best for accessibility, intuitiveness, etc. The mandatory training includes two CSPS courses which include content on persons with disabilities and accessibility, i.e., “Introduction to Gender-based Analysis Plus (GBA Plus) (INC 101)”; and “Adopting an Inclusive Mindset at Work (INC 122)”.

  • Moreover, Board employees can provide feedback on the VRAB’s onboarding program, as well as on the “Welcome to the Veterans Review and Appeal Board” e-course, where employees can indicate any accessibility issues or barriers they may have encountered.

Respondents to the Let's Talk Veterans accessibility consultation conducted in Fall 2021 expressed concerns regarding the built environment where Veteran Hearings are held:

• poor ramps
• difficulty moving in a wheelchair or scooter
• inaccessible parking, lack of parking nearby
• need for more easily visible eye-level signage
• lack of elevators, elevators not functioning
• no street-level entry
• a feeling of sitting too close to the panel ("being interrogated")
• seating issues, including flexible seating arrangements where you can sit facing the door (often important for someone with PTSD or other trauma).

Veterans Affairs portfolio staff with disabilities (which includes VRAB staff with disabilities) have also identified physical and/or architectural barriers, including uncomfortable seating and inaccessible parking. Furthermore, workspaces may not always include specialized ergonomic equipment.

The VRAB also reviewed the report prepared following the consultation series on Accessibility regarding the Government of Canada workplace model (GC Workplace). This series identified several barriers in the built environment (traditional office design). These barriers included:

• a lack of accessible washrooms
• meeting rooms without sufficient space for wheelchairs or walkers
• overly crowded kitchen areas
• work points that offered no relief from noise or bright light
• accessibility in shared spaces

Actions for the built environment barrier #1

• The VRAB will continue to make efforts towards maintaining and enhancing the accessibility within its head office location, via physical and technological improvements.
  • Note: The VRAB’s head office location has been built according to the GC Workplace model, based on inclusive design principles which resolve or mitigate many of the barriers that existed in previous, traditional office designs. The Board’s design considers a wide range of physical accessibility and ergonomic needs, as well as neurodiversity.
• The VRAB will continue to make efforts towards greater accessibility with respect to Hearing locations in all other areas across Canada.
  • Completion of all Actions by: Ongoing
  • Roles and responsibilities: VRAB Senior Management Team
  • Status: In progress

Progress for the built environment barrier #1

• In 2023, the Board launched its Hearing Room Project. Through this project, the VRAB is assessing and identifying accessibility barriers and improvements in the Board's Hearing rooms across the country
• The VRAB recently established accessible parking for Veterans at its head office Hearing space in Charlottetown.
• The Board continues to offer Veterans the choice of virtual and in-person Hearings.
• On March 15, 2023, VAC updated its Ergonomic Guidelines. These guidelines were shared with the entire Veterans Affairs portfolio, including the VRAB, to assist staff in familiarizing themselves with the optimal setup for their individual needs.
• The Board has established an in-office ergonomic equipment lending library at its head office location. This library is available to all Members and staff who wish to use the equipment provided.
• The Board has prioritized and promoted continued ergonomic assessments and has invested in ergonomic equipment for staff. In 2023, 30 VRAB staff had ergonomic assessments completed to assist them with optimal setup for in-office and work-from-home workspaces.
• An audit of the VRAB’s head office was conducted on September 22, 2023, and found three areas of deficiencies in relation to the requirements of the Canadian Standards Association standard B651-18: Barrier Free Design for the Built Environment, i.e.:
  • several doors exceed the push/pull force maximum
  • tactile signage is lacking throughout the premises
  • coat closet shelving is mounted slightly higher than the standard prescribes

VRAB is working with VAC on next steps are to address the issues identified. As of December 2023, the Board had already addressed the issue of tactile signage by installing board room name plates and signs that include Braille.

The Let's Talk Veterans accessibility consultation did not identify any ICT barriers specific to the VRAB; however, VAC's Client Service Delivery Network (CSDN) is a Client Relations Management (CRM) software that is shared with the VRAB. This client data repository and processing system was built on now-outdated technology and does not meet accessibility standards.

Actions for ICT barrier #1

• CSDN functionality is being improved and transitioned into more modern CRM systems, called the Client Service Application (CSA) and GCcase.
  • Completion of all Actions by: December 2025
  • Roles and responsibilities: VAC, VRAB Strategic and Corporate Services Directorate
  • Status: In Progress

Progress for ICT barrier #1

• In alignment with the Policy on Service and Digital, the CSA will use a client-centric approach to guarantee universal accessibility. Throughout its development, each CSA feature will undergo thorough accessibility reviews, ensuring adherence to guidelines and an accessible, inclusive user experience.

Some web-based apps are not fully accessible. For example, My VAC Account – VAC’s online service platform, which the Board accesses to send letters and messages to Veterans, is not fully compliant with the European Standard (EN 301 549). The EN 301 549 Standard is the European standard of accessibility requirements in digital tools used to direct the European Union's decision-making in lifting accessibility barriers, which is quickly becoming a recognized global standard in ICT accessibility.

Actions for ICT barrier #2

• Newly implemented digital products get assessed against the EN 301 549 Standard. The Board will continue to ensure that all new software meet this accessibility standard before implementation.
• Existing digital products will get assessed against the EN 301 549 standard in the following order of priority:
  • public-facing products
  • internal products with a known and immediate need for accessibility adjustments
  • internal products of the highest use
  • remaining internal products from newest to oldest
    • Completion of all Actions by: Ongoing. VRAB to contribute to planned VAC initiatives to further modernize systems.
    • Roles and responsibilities: VAC, VRAB Strategic and Corporate Services Directorate
    • Status: In progress

Progress for ICT barrier #2

• The VRAB participates in VAC-led initiatives to make web-based apps used by the Board (e.g., My VAC Account) more accessible. For example, the Board works directly with VAC’s My VAC Account team to make accessibility-related updates for the benefit of Board clients.
• Furthermore, the Board will participate in, and benefit from, other VAC-led accessible ICT initiatives, including assessments of digital products against the EN 301 549 Standard, and recent work at VAC to release an accessible redesign of My VAC Account in Beta.

Some of VAC's (and therefore the Board’s) internal legacy desktop software (i.e., software provided by third party vendors) is not fully accessible. The VRAB is dependent on VAC IT, Shared Services Canada (SSC) and/or third parties to make the necessary changes to improve accessibility.

The following software used by VRAB employees is not fully accessible:

• Microsoft 365
• GCDocs
• Assyst Web
• Genie Plus Library System, Master Subject Records Listing (MSRL)
• Iron Mountain Connect
• Foxit

Actions for IT operations and security barrier #1

• The VRAB’s Systems unit will work with VAC’s IT Operations team on any planned accessibility audits to identify fixes to internal desktop software and will take action where needed to make upgrades and/or replacements.
  • Completion of all Actions by: Ongoing
  • Roles and responsibilities: VAC, SSC, third parties, VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Some accessibility features of VAC's (and thus the VRAB’s) operating system and mobile devices are unavailable due to compatibility and security concerns.

Although Windows operating systems and mobile devices have built-in accessibility features that can be turned on by the user, any items that require deactivation by VRAB or VAC IT administrators require an alternate installation process or tools that meet the requirements of the specific user.

Actions for IT operations and security barrier #2

• The Board will participate in evaluations (by VAC and/or SSC) of additional accessibility features of VAC’s operating system and mobile devices that can be enabled.
  • Completion of all Actions by: December 2024
  • Roles and responsibilities: VAC, VRAB Strategic and Corporate Services Directorate
  • Status: In progress

The current purchasing process for new software and hardware does not include a standard accessibility evaluation.

Actions for IT operations and security barrier #3

• Develop a standard accessibility evaluation for the Board, with the assistance of VAC IT and Shared Services Canada. Incorporate this evaluation into the purchasing process for new software and hardware.
  • Completion of all Actions by: December 2024
  • Roles and responsibilities: VAC, VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for IT operations and security barrier #3

• This work is being undertaken by VAC in collaboration with Shared Services Canada’s AAACT group. VAC will continue working with this group to propose audit procedures and a scorecard. These procedures and scorecard will support VAC – and the VRAB – in the review and audit of the accessibility of desktop software and hardware.

There is currently no technical training provided regarding the accessibility features on VAC’s (and the VRAB’s) systems, applications, and devices.

Actions for IT operations and security barrier #4

• Work with VAC to use any planned technical training for VRAB Members and staff (where appropriate) on accessibility features of relevant systems, applications, and devices.
  • Completion of all Actions by: Ongoing
  • Roles and responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for IT operations and security barrier #4

• The Board has promoted accessibility-related training available through the CSPS, including: “Making Documents Accessible” (course number - INC1-V46).
• Board Members and staff can also access technical training regarding accessibility features on the Department’s (and the Board’s) systems, applications, and devices through VAC’s IT Training portal. This portal includes an Accessibility Learning Path for six software programs that are used daily by VRAB staff: MS Teams, MS Word, MS Outlook, MS Excel, M365, and MS SharePoint.

Accessibility enhancements (to systems, applications, and devices) are not communicated or promoted to VRAB Members and staff.

Actions for IT operations and security barrier #5

• Work with VAC, and the VRAB’s Communications team to identify, communicate, and promote accessibility enhancements to systems, applications, and devices, where appropriate.
  • Completion of all Actions by: Ongoing
  • Roles and responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for IT operations and security barrier #5

• The Board continues to work with VAC to identify, communicate, and promote accessibility enhancements to systems, applications, and devices. Any enhancements to the Board’s tools are communicated by VAC through emails to staff of VAC and the Board, and often through more detailed and informative Tech Talk sessions offered by VAC. The Board also issues subsequent communications to VRAB staff in the context of Board events and activities to ensure staff are aware of accessibility enhancements that have been made available.

For numerous reasons, such as capacity, location, and health and safety, providing in-home support for tasks such as equipment set-up has not been possible.

Actions for IT operations and security barrier #6

• The VRAB will identify options to provide in-home setup of IT equipment for persons with disabilities.
  • Completion of all Actions by: December 2024
  • Roles and responsibilities: VAC, SSC, VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for IT operations and security barrier #6

• The VRAB will review options available to provide in-home setup of IT equipment for persons with disabilities, including those currently being explored by VAC and SSC’s AAACT group, which would see the Department contract out these in-home services.

The software used by the VRAB’s ATIP unit – i.e., VAC’s ATIP request processing software, AccessPro Case Management (APCM) – has accessibility issues for users. Furthermore, the response packages provided to requestors do not meet Canadian accessibility standards. VAC is currently working with the Treasury Board of Canada Secretariat (TBS) to procure a contract for new processing software.

Actions for ATIP barrier #1

• The VRAB will work with VAC implement new processing software that is accessible for employees using the software and will provide accessible response packages to requestors. The Board will follow VAC guidance regarding the replacement and implementation of ATIP processing software and will align with the Department on its solution to ensure consistency with application support.
  • Completion of all Actions by: June 2024
  • Roles and Responsibilities: VAC, VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for ATIP barrier #1

• Procurement and implementation of the new processing software is being led by VAC, where a product owner was identified and started on the project in June 2023. The product owner is working with VAC Procurement to initiate the purchase of the tool and is developing a project plan to reach the June 2024 deadline.

The VRAB’s written communications with ATIP requestors through email and/or letters is not fully accessible.

Actions for ATIP barrier #2

• The VRAB’s ATIP, IT and Communications teams will work with VAC, as appropriate, to implement updates to email and letter templates.
  • Completion of all Actions by: June 2024
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for ATIP barrier #2

• The VRAB’s ATIP unit has reviewed its suite of letter templates to requestors for opportunities to clarify and simplify language in both English and French. Letter templates have been updated to make them more user friendly for staff, which allows the VRAB ATIP unit to respond more quickly while reducing user errors and being more accessible.

Respondents to the Let’s Talk Veterans consultation noted the following concerns regarding the accessibility of Board communications:

• issues in navigating My VAC Account (which is used by the Board)
• accessibility issues related to forms
• issues experienced in navigating the Board’s website
• complex language
• difficulty finding and understanding information related to practices and procedures

Actions for communication (other than ICT) barrier #1

• Ensure that all of the Board’s Communication material templates pass accessibility standards checks (e.g., use the Microsoft Accessibility Checker to ensure accessibility of templates created using Microsoft applications, use the “Check Design Accessibility” feature to ensure the accessibility of templates created using Canva).
• Include training on VAC’s Communications Style Guide, the Canada.ca Content Style Guide, as well as on the offerings of SSC’s AAACT program, when onboarding VRAB employees.
• Conduct a review of the VRAB’s web content with an accessibility lens and make updates where needed.
  • Completion of all Actions by: Ongoing
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for communication (other than ICT) barrier #1

• In accordance with guidance from TBS, the VRAB has adopted the Canada.ca template and Drupal CMS, a web content management system, both of which are accessibility-compliant from a web perspective. All HTML development is also completed with accessibility in mind.
• Furthermore, the Board has initiated a comprehensive review of its external website, with a particular focus on accessibility, plain language, and GBA Plus.

User-testing for the VRAB’s external website does not include dedicated consultation with persons with disabilities.

Actions for communication (other than ICT) barrier #2

• Offer opportunities for persons with disabilities (e.g., VAC’s Accessibility Network) to participate in user-testing of the VRAB’s website.
  • Completion of all Actions by: Ongoing
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

In-person and virtual events are not always barrier-free.

Actions for communication (other than ICT) barrier #3

• The VRAB will promote accessibility features available to enhance the accessibility of virtual events (e.g., MS Teams closed captioning).
• In its communications around and invitations to VRAB events, the Board will provide participants the opportunity to indicate any accommodations needs and will ensure the accommodations are in place for the event.
• VRAB Communications unit employees will follow the Government of Canada’s Guide to Planning Inclusive Meetings standards and will seek to identify training opportunities specific to hosting accessible and inclusive events.
  • Completion of all Actions by: Ongoing
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

• Not all of the Board’s videos are accessible by default.

Actions for communication (other than ICT) barrier #4

• The Board will produce new accessible video content and ensure that future videos meet accessibility requirements.
  • Completion of all Actions by: March 2023 and ongoing
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: Complete

Progress for communication (other than ICT) barrier #4

In November 2022, the Board revamped its videos, ensuring they are accessible (for example, to include closed captioning and plain language). Moving forward, the Board will ensure its videos are made accessible by default.

• While the VRAB’s brochures are available in paper and .pdf format, the .pdf format may not be fully accessible.

Action for communication (other than ICT) barrier #5

• The VRAB is exploring digital format options to increase the accessibility of its brochures.
  • Completion of all Actions by: December 2024
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Board staff may not be familiar with appropriate and meaningful accessibility considerations, guidance, or best practice requirements for accessible procurement and contracting.

Actions for the procurement or goods, services and facilities barrier #1

• Ensure that staff of the Board’s Administration and IT units attend sessions offered by VAC procurement (offered twice annually) regarding accessibility-related requirements in procurement and contracting.
  • Completion of all Actions by: June 2024
  • Roles and Responsibilities: VAC, VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Some of the Board’s forms, fact sheets and letters are inaccessible.

Action for the design and delivery of program and services barrier #1

• Ensure that all standard client communiqués (e.g., forms, fact sheets and letters) meet accessibility standards.
  • Completion of all Actions by: December 2023 and ongoing
  • Roles and Responsibilities: VRAB Strategic and Corporate Services Directorate
  • Status: In progress

Progress for the design and delivery of program and services barrier #1

• The Board has made improvements to the Compassionate Award Form to remove accessibility barriers. Moving forward, the Board will seek to make improvements to additional forms.

There is no formal process between the Board and VAC, the Bureau of Pensions Advocates (BPA), or the Royal Canadian Legion (the RCL) to communicate a client's accommodation requirements. By collecting this data in an established/standardized process, the Board will be able to better meet the needs of those we serve.

Action for the design and delivery of program and services barrier #2

• The VRAB will consult with the BPA and the RCL on how best to identify when a client has accessibility needs in advance of a Hearing.
• For self- or privately-represented clients, the VRAB will develop a process to communicate directly with these individuals regarding their accessibility requirements.
• As required, the VRAB will adjust Hearing approaches to ensure the accessibility needs of Veterans and their families are met.
  • Completion of all Actions by: December 2024
  • Roles and Responsibilities: VRAB Operations and Professional Development Directorate
  • Status: In progress

VRAB Board Members and staff who are responsible for interacting directly with Veterans may not have been provided clear guidance on how to deal with clients with accessibility issues. This includes:

• staff who answer client inquiries by telephone, My VAC Account or email
• contracted Canadian Corps of Commissionaires, who are responsible for greeting, escorting, and supporting Veterans during their in-person Hearing
• staff who support Hearings at the VRAB Head Office
• Board Members who conduct Hearings.

Action for the design and delivery of program and services barrier #3

• The Board will explore training for Board Members and/or staff and/or contractors who interact with Veterans with disabilities to ensure they are equipped to do so with accessibility considerations in mind, including by:
• Considering additional training for Members to include with onboarding of existing and new Members and staff:
  • Addressing Disability Inclusion and Barriers to Accessibility (INC115)
  • Trauma-Informed Support Training
  • Mental Health Awareness WMT201
  • Suicide Awareness Training
• Reviewing and confirming the effectiveness of current mandatory courses for staff:
  • Canadian Armed Forces 101 for Civilians
  • Introduction to Gender-Based Analysis Plus (GBA+)
• Including accessibility content as part of the VRAB’s Canadian Corp of Commissionaires onboarding session (offered bi-annually)
  • Completion of all Actions by: December 2023 and ongoing
  • Roles and Responsibilities: VRAB Operations and Professional Development Directorate and Member Secretariat
  • Status: In progress