May 2019 Survey on Workplace Accommodations in the Federal Public Service

Supervisor’s first point of contact

Supervisors who completed an accommodation request for an employee most commonly cited labour relations advisors (38%) as their first point of contact in processing the request. Combined, labour relations and human resources advisors are the first point of contact for more than half (57%) of supervisors.

There is also a strong connection between the number of accommodation requests that supervisors have made for employees over the past three years and the likelihood of supervisors’ first contact being a labour relations advisor, increasing from only 31% for those with less experience (one or two requests) to 51% for those with more experience (more than 10 requests). The proportion of supervisors who first contacted their own manager, supervisor or director is highest among those who had handled only one or two requests. It is not clear whether dealing with Labour Relations more frequently affects how supervisors handle and/or perceive accommodation requests and determining this could be an objective of future research.

Labour relations is a specialization in the broader field of human resources management. In most organizations, labour relations advisors are seen as resources who support management in addressing performance issues and issues between employees and supervisors. The extent to which employees consider labour relations and human resources advisors to be neutral resources is not clear.

Given that the survey did not assess the implications of different accountability structures, an opportunity exists for research into alternative models, such as functional leadership in a different area of human resources or under a senior manager who has responsibility for multiple functions involved in the overall accommodation process including facilities management, information technology, and contracting.

Personnel involved in handling the request

Most requests include a number of different staff at some point in the process. While an employee’s direct supervisor is almost always involved, senior management and doctors or specialists from outside the public service are also often included.

Both employees and supervisors identify the involvement of the employee’s direct supervisor. Beyond that, supervisors are more likely to identify the involvement of other staff as well. This indicates greater awareness on the part of supervisors (compared to employees) about the various personnel involved in accommodation requests and could also indicate a potential communication gap as employees may not be as well versed in the process and who is involved in their accommodation request process.

Source of request

The request for a medical certificate is most commonly made by the employee’s direct supervisor, followed by senior management. Some supervisors (33%) also report that the request comes from a labour relations advisor, while only 12% of employees identify Labour Relations as a source of the request.

That employees are being required by their manager or senior management to obtain medical evidence raises questions as to whether the process is unilateral (employees are simply told they need to get one) rather than a collaborative approach aimed at equipping employees to contribute fully. More research should be done to determine whether this is the case and, if so, to what extent.

The largest difference between the two groups relates to the fact that employees are much less likely than supervisors to report the involvement of Labour Relations in their accommodation request. As mentioned earlier, the implications of this are unclear.

Reason for medical certificate requirement

Employees say the request for a medical certificate was based on Treasury Board policy requirements or was because they were experiencing health-related issues as a direct result of performing their job-related duties (31%) or having difficulty carrying out job-related duties (27%).

The proportion who experienced health issues as a direct result of their job is higher among employees who self-identify as having a mental health issue (54%) or, more generally, an invisible disability (46%). The information in Table 17 suggests that supervisors may not be aware of some situations where an employee is experiencing health-related issues as a direct result of performing their job-related duties. Better communication and greater awareness may offer an opportunity to improve health and productivity.

Supervisors most commonly say the request was because the employee was having difficulty carrying out job-related duties or was returning from an extended sick leave; some also indicate the request was based on Treasury Board requirements or because they wanted professional guidance.

Source of request

As is the case with requests for medical certificates, the employee’s direct supervisor is the most common source of requests for formal assessments, according to almost two thirds (64%) of employees and 6 in 10 (58%) supervisors. Both employees and supervisors also identify senior management as a source of formal assessment requests, and a substantial number of supervisors (44%) also see these requests coming from a labour relations advisor.

These findings suggest that existing guidance may not adequately define whether medical or other evidence is required for different types of accommodation requests. Given that the survey also identified longer wait times to approve and implement accommodations that involved a requirement for medical evidence, there may be an opportunity to expedite the process by better defining this requirement. This is an area that should also be explored in future research.

Reason for formal assessment requirement

Employees say the requirement for a formal assessment was because they were experiencing difficulties carrying out job-related duties (39%) or health issues as a direct result of those duties (34%); some also say it was due to Treasury Board policy or because senior management did not agree with their request.

Supervisors most often say the requirement for a formal assessment was because the employee was having difficulties carrying out job-related duties (68%), but also because the employee was returning after extended sick leave (39%) or professional guidance was sought (28%).

Supervisors were not explicitly asked about the health-related impacts of the job for employees. However, employees were asked this question, and one in three (34%) reported that they were experiencing health‑related issues as a direct result of performing their job-related duties.  

Wait time for formal assessment request

Only around one in five (22%) employees and supervisors (19%) report that the formal assessment was completed within two weeks, and a very large proportion report waiting for two months or more (33% and 29%, respectively). Wait times of six months or more are reported by 12% of employees and 7% of supervisors.

Delays in formal assessment increase the overall wait time for having an accommodation implemented. Delays could also create or aggravate health-related issues for employees (given that many cite their job-related tasks as causing them health problems already) and have a negative effect on productivity in the interim.

There is also a possibility that, since some supervisors are unaware of employees’ previous accommodation circumstances, some employees are being asked to obtain medical certificates or undergo formal assessments when they have already done so in the past, further delaying the required accommodation.

Further research could include exploring the use of service standards for completing an accommodation request within certain timelines and/or disseminating guidance clarifying the circumstances under which a formal assessment should be sought.

Wait time for accommodation to be put in place

The majority (52%) of employees’ approved requests are taking longer than a month to implement or are not yet properly in place. About 1 in 10 employees (9%) say their approved request took six months or longer to implement.

It is not clear what the reason is for the gap between the differences reported between employees and supervisors, but it demonstrates a need for further exploration in future research.

Reasons for delay

The two most common reasons given for why accommodations were not implemented within a month of approval are delays in the delivery of products or services and delays in installation. Among other reasons given, employees are relatively more likely to cite a backlog or procurement delays, communication delays, or uncooperative management, while supervisors are relatively more likely to cite a delay in obtaining information from a doctor or specialist or problems encountered during installation.

There is some indication that a communication issue and/or negative perceptions of the other party are contributing to delays in implementing approved accommodations. For instance, 4% of employees cited discrimination, stigma or attitude of management as a reason for the delay, while 4% of supervisors cited a lack of employee cooperation or agreement. Additionally, another 10% of employees reported a lack of cooperation by management as a reason for the delay.

Reasons for delay of installation or set-up

When asked the primary reason for the delay in delivery, installation or set-up of products or services necessary to their accommodation, employees most commonly report a bureaucratic backlog or procurement delays (29%), while supervisors primarily report delays in the delivery of IT-related products or services (24%) or other assistive devices (31%).

Reason for request denial

When asked the reason why the accommodation request was denied, employees tend to say their direct supervisor or senior management did not agree with the need for an accommodation (31%) or with the doctor’s findings (24%). Other reasons include supervisors being unwilling to vary their policies, no established precedent for accommodations, and concerns about perceived favouritism by other staff.

Among supervisors, the main reason given for denying an accommodation is that the specialist did not adequately demonstrate the need (34%). Other reasons include concerns about perceived favouritism by other staff, because the accommodation did not meet operational or client requirements, and a lack of precedent.

A quarter of supervisors state the denial was based on their, or their senior management, not agreeing that there was a need for accommodation or disagreeing with a doctor’s findings.

Staff and medical certificate

In terms of the staff involved in the request, those with invisible disabilities are more likely to have senior management, doctors or specialists, labour relations advisors, a union representative or a personal advocate involved.

They are also more likely to be required to get a medical certificate and have it requested by senior management or Labour Relations.

They are more likely to say the certificate was requested because they were experiencing health-related issues as a direct result of performing their job, they were experiencing difficulties carrying out job-related tasks, and they did not agree with management on what was required for their accommodation.

Table 35: notable differences between visible and invisible disability (staff and medical certification)

Formal assessment

Similarly, those with invisible disabilities are more likely to be required to get a formal assessment and have that request come from senior management or the labour relations advisor. They are more likely to mention experiencing difficulty doing their job, to have experienced health-related issues as a direct result of their job, and to disagree with management about what was required.

Overall, those with an invisible disability are slightly more likely to wait longer for a formal assessment, but those with a cognitive invisible disability are much more likely to wait more than six months for a formal assessment (26%).

Table 36: notable differences between visible and invisible disability (formal assessment)

Outcome

Those with an invisible disability are less likely to have their request approved, but do not report having to wait longer for a decision or to have an approved accommodation in place. Among those who did experience a delay, however, people with invisible disabilities are more likely to say it was due to management not cooperating or a delay in obtaining supplementary information from a doctor or specialist. There is no difference between those with visible and invisible disabilities in terms of their accommodation being resolved and implemented.

Table 37: notable differences between visible and invisible disability (outcome)

Denial of request

Those with invisible disabilities are more likely to say they were denied by their supervisor and by management, and to say the reason for the denial was a concern that the accommodation would be seen as favouritism or that it was not taken seriously. However, those with invisible disabilities are more likely to have taken some action as a result of the denial.

Table 38: notable differences between visible and invisible disability (denial of request)

Question 1*:

Have you supervised one or more employees in the past 3 years? (choose one)

• Yes
• No – skip to Q30 for (Questions for Employees)

Question 2*

As a supervisor, how many workplace accommodations or accommodation plans were requested for your employees in the past 3 years? Note: if you select “No requests”, you will be redirected to the “Questions for Employees” (choose one)

• No requests – skip to Q30 (Questions for Employees)
• 1 to 2 requests
• 3 to 5 requests
• 6 to 10 requests
• More than 10 requests

Preamble: When answering the rest of the survey, please think of the accommodation request that was made for one of your employees in the last 3 years that had the greatest impact on that employee – either because the request was approved and accommodation received, or because the request was denied and the employee never received the requested accommodation. You will need to keep that example in mind as you move through the survey answering any questions regarding your employee’s accommodation request.

Question 3*

Which of the following best describes the primary reason for this accommodation request for your employee? (choose one)

• The employee needed an accommodation because they were experiencing difficulties in carrying out some of their existing job-related duties under regular working conditions – if selected, skip to Q4
• The employee needed an accommodation related to a staffing process that they were involved in – if selected, skip to Q3a
• The employee needed an accommodation because they started a new job or their existing duties changed – if selected, skip to Q3b
• The employee needed an accommodation because of a change in their job-related processes or a change in their supervisor, co-workers or clients – if selected, skip to Q3c
• The employee needed an accommodation because of a change in a general administrative process (e.g., new HR process) or business policy (e.g., new standard equipment) – if selected, skip to Q3d
• The employee needed an accommodation because of a change in the general office workspace – if selected, skip to Q3e
• The employee needed an accommodation because of a change in their personal health or circumstances – if selected, skip to Q3f
• The employee needed an accommodation for another reason – if selected, skip to Q3g

Question 3a*

For which of the following activities related to the staffing process did the employee request an accommodation? (choose one or more) – skip to Q4 after response

• Job application
• Written assessment
• Interview
• Disability-related adaptations with respect to official language testing
• Other (specify)

Question 3b*

For which of the following activities related to their new job or a change in their existing duties did the employee request an accommodation? (choose one or more) – skip to Q4 after response

• Setting up physical workspace
• Obtaining assistive devices, equipment or technology/software
• Obtaining computer system accesses
• Accessing required job-related training
• Accessing disability-related adaptations with respect to training, coaching or other support required to meet official language requirements of the position
• Disability-related adaptations with respect to the official language requirements of the position
• Permanently modifying job-related duties
• Temporarily modifying job-related duties (e.g., gradual return to work)
• Implementing flexible work arrangements (e.g., telework, reduced work hours or modified work schedule)
• Other (specify)

Question 3c*

For which of the following activities related to a change in their job-related processes or a change in their supervisor, co-workers or clients did the employee request an accommodation? (choose one or more) – skip to Q4 after response

• New supervisor
• New co-worker
• New client or service provider
• New training or certification requirement
• New second official language requirement
• Job-specific process change (e.g., automation)
• Other (specify)

Question 3d*

For which of the following activities related to a change in a general administrative process (e.g., new HR process) or a business policy (e.g., new standard equipment) did the employee request an accommodation? (choose one or more) – skip to Q4 after response

• Change in standard equipment (e.g., mobile phones)
• Change in standard software/hardware (e.g., new travel system, new pay system)
• Change in IT support options and/or service standards
• Change in administrative or HR process
• Other (specify)

Question 3e*

For which of the following activities related to a change in the general office workspace did the employee request an accommodation? (choose one or more) – skip to Q4 after response

• Office move
• Reassigned seating
• Workspace redesign (e.g., conversion to Workplace 2.0 or Activity-Based Workspace)
• Other (specify)

Question 3f*

For which of the following activities related to the change in their personal health or circumstances did the employee request an accommodation? (choose one or more) – skip to Q4 after response

• Change in employee’s health, disability or medical treatment
• New diagnosis
• New injury
• Return to work
• Request for telework
• Change in work hours or schedule
• Change in personal support arrangements
• Change in family circumstances
• Other (specify)

Question 3g*

Why did the employee request an accommodation? (specify) – skip to Q4 after response

Question 4*

Did your employee have a similar accommodation previously e.g., in another department, in another position, or under a different supervisor in their current position? (choose one)

• Yes
• No
• I don’t know

Question 5*

Which of the following workspace-related accommodations were requested for your employee? (choose one or more)

• No workspace-related accommodations were requested – skip to Q6
• Specialized chair (e.g., orthopaedic) or adaptations to existing chair
• Specialized desk or adaptations to existing desk, cubicle or physical space (note: do not include adaptations made to reduce visual or auditory distractions, as these are addressed in the next question)
• Change to building (e.g. ramps, entrances, painted lines on floors, additional signage or markings)
• New or adapted storage areas
• Designated car parking space
• Induction loop (i.e., a system that transmits an audio signal directly into a hearing aid to reduce acoustic distortions that reduce clarity of sound)
• Move to a different location (e.g., another floor or building)
• Security-related requirements e.g., access
• Other workspace-related adaptations (specify)

Question 6*

Which of the following environment-related accommodations were requested for your employee? (choose one or more)

• No environment-related accommodations were requested – skip to Q7
• Prohibition of certain products (e.g., scented products, nut oils) within a designated area
• Noise-cancelling headphones
• Raised cubicle walls, barriers or other adaptations to physical workspace intended to reduce visual distractions
• Adaptations to physical workspace intended to reduce auditory distractions
• Move to another location in the same area as the employee’s coworkers and/or work unit
• Move to another location in the same building but separate from the employee’s coworkers and/or work unit
• Move to another building
• Full-time telework
• Other environment-related adaptations (specify)

Question 7*

Which of the following IT-related accommodations were requested for your employee? (choose one or more)

• No IT-related accommodations were requested – skip to Q8
• Document reader (e.g., TextAloud)
• Screen reading software
• Speech recognition software
• Reading assistances
• Large screen or other specialized screen
• Adapted or specific type of keyboard
• Adapted or specific type of mouse
• Non-standard laptop (e.g., weight or advanced graphics)
• Alternate output (e.g., braille)
• New printer
• User preferences e.g., font size, screen background
• Other IT-related request (specify)

Question 8*

Which of the following telephony accommodations were requested for your employee? (choose one or more)

• No telephony accommodations were requested – skip to Q9
• Specific type of desk phone
• Specific type of mobile phone
• Telephone amplifier
• Phone headset
• Bluetooth-enabled telecommunication device (for hearing-aid users)
• Cellular service
• Cellular policies
• Other telephony adaptations (specify)

Question 9*

Which of the following other assistive devices or adaptations to equipment were requested as an accommodation for your employee? (choose one or more)

• No other assistive devices were requested – skip to Q10
• Hearing aid accessories
• Coin Trolley
• Lightweight stamps
• Wrist or foot rest
• Adaptations to government-owned vehicle
• Other assistive devices or adaptations to equipment (specify)

Question 10*

Which of the following personal support services were requested as an accommodation for your employee? (choose one or more)

• No personal support services were requested – skip to Q11
• Support worker (attendant care)
• Sign language interpreter
• Communication Access Realtime Translation (CART) service
• Palantypist
• Note taker
• Service dog
• Taxi to and from work
• Other personal support (specify)

Question 11*

Which of the following non-physical adaptations were requested as an accommodation for your employee? (choose one or more)

• No non-physical adaptations were requested – skip to Q12
• Reduced work hours and/or job sharing
• Change to work schedule
• Gradual return to work
• Time off for appointments
• Duties reallocated to colleague
• Adjustment to PMA objectives
• Few physical duties e.g., lifting, driving
• Adjustments to meeting location and/or meeting logistics
• Redeployed to a different position in same work unit
• Redeployed to a different position in different work unit
• Training on the use of adaptations e.g. new software
• Awareness training for supervisors and/or colleagues
• Reader attendant or other type of service provider
• Personal evacuation plan
• Disability-related adaptations with respect to the language designation for my employee’s position (bilingual vs. unilingual)
• Disability-related adaptations with respect to the linguistic profile of my employee’s position (e.g., BBB vs. CBC vs. CCC)
• Permanent exemption from second official language requirements
• Disability-related adaptations with respect to the delivery of official language training or coaching
• Disability-related adaptations with respect to the language testing approach
• Technological tools required as a result of a disability in order to perform their duties in one or both official languages
• Other non-physical adaptations (specify)

Question 12*

Which of the following functional experts was your first point of contact in processing your employee’s accommodation request? (choose one)

• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety and Health Advisor
• Departmental IT (Information Technology)
• Facilities Management (e.g., real property)
• Financial Advisor
• Other (specify)

Question 13*

To the best of your knowledge, who was involved in handling your employee’s accommodation request? (choose one or more)

• Me (the employee’s direct supervisor/manager)
• My senior management
• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety & Health Advisor
• Health Canada doctor or specialist
• Doctor or specialist from outside of the public service
• Departmental IT (Information Technology)
• Accessibility, Accommodation and Adaptive Computer Technology Program (AAACT) i.e., Shared Services Canada
• Facilities Management (e.g., real property)
• Security
• Ombudsman or other neutral party
• Union representative
• Employee’s personal advocate or assistant (e.g., family member, expert or doctor)
• Other (specify)

Question 14*

Was your employee required to provide a medical certificate or other evidence to support their accommodation? (choose one)

• Yes
• No – skip to Q17

Question 15*

Who requested a medical certificate or other evidence to support your employee’s accommodation request? (choose one or more)

• Me (the employee’s direct supervisor/manager)
• My senior management
• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety & Health Advisor
• Other (specify)

Question 16*

Why was a medical certificate or other evidence required to support a new or revised accommodation for your employee? (choose one or more)

• My employee was returning to work after an extended sick leave
• My employee was injured
• My employee was experiencing difficulties in carrying out some of their job-related duties under regular working conditions, and professional guidance was needed to determine if accommodations were required
• My employee requested an accommodation and I and/or my senior management did not agree on what was required
• I and/or my senior management requested a medical certificate or other evidence, based on our interpretation of Treasury Board policy requirements
• I and/or my senior management wanted professional guidance before changing or removing an existing accommodation
• Other (specify)

Question 17*

Was your employee required to participate in a formal assessment by a medical doctor or specialist from Health Canada or outside of the public service? (choose one)

• Yes
• No – skip to Q21

Question 18*

Who requested a formal assessment by a medical doctor or specialist from Health Canada or outside of the public service? (choose one or more)

• Me (the employee’s direct supervisor/manager)
• My senior management
• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety & Health Advisor
• Other (specify)

Question 19*

Why was a formal assessment required by a medical doctor or specialist from Health Canada or outside of the public service? (choose one or more)

• My employee was returning to work after an extended sick leave
• My employee was injured
• My employee was experiencing difficulties in carrying out some of their job-related duties under regular working conditions, and professional guidance was needed to determine if accommodations were required
• My employee requested an accommodation and I and/or my senior management did not agree on what was required
• I and/or my senior management requested a formal assessment, based on our interpretation of Treasury Board policy requirements
• I and/or my senior management wanted professional guidance before changing or removing an existing accommodation
• Other (specify)

Question 20*

How long did you and your employee wait for the formal assessment to be completed by a medical doctor or specialist from Health Canada or outside of the public service? (choose one)

• Less than 2 weeks
• 2 weeks to less than 1 month
• 1 month to less than 2 months
• 2 months to less than 3 months
• 3 months to less than 6 months
• 6 months to less than 12 months
• 12 months or more

Question 21*

How long did it take to receive a decision for this accommodation request after your employee provided all required information including, if applicable, any requested medical certificates, assessment reports or other evidence? (choose one)

• Less than 2 weeks
• 2 weeks to less than 1 month
• 1 month to less than 2 months
• 2 months to less than 3 months
• 3 months to less than 6 months
• 6 months to less than 12 months
• 12 months or more

Question 22*

Was this request for an accommodation approved? (choose one)

• Yes
• No – skip to Q25

Question 23*

How long did it take for your employee’s accommodation to be put in place and working properly (including related training) after the request was approved? (choose one)

• Less than 2 weeks – skip to Q27
• 2 weeks to less than 1 month – skip to Q27
• 1 month to less than 2 months
• 2 months to less than 3 months
• 3 months to less than 6 months
• 6 months to less than 12 months
• 12 months or more
• My employee’s accommodation has been put in place but it is not working properly and/or it does not fully meet their requirement
• My employee’s accommodation has not been put in place yet and the accommodation was approved less than 1 month ago – skip to Q27
• My employee’s accommodation has not been put in place yet and the accommodation was approved more than 1 month ago (please specify the number of months that your employee has been waiting since the request was approved)

Question 24*

To the best of your knowledge, what were the reasons for the delay if it took (or is currently taking) more than 1 month for your employee’s approved accommodation to be satisfactorily implemented? (choose one or more)

• There was a delay obtaining supplementary information from a medical doctor or specialist – skip to Q27
• The approved accommodation was not compatible with existing computer systems, software, equipment or standards – skip to Q27
• There were challenges obtaining and/or implementing the approved accommodation in my employee’s official language of choice – skip to Q27
• The internal service provider (e.g., HR, IT, Occupational Safety & Health, Facilities Management) did not fully understand my employee’s requirements – skip to Q27
• The external service provider (e.g., supplier, contractor) did not fully understand my employee’s requirements – skip to Q27
• Delivery of the required products or services was delayed
• The initial installation or set-up of the required products or services was delayed
• There were issues with the required products or services after they were installed or set-up
• There was a delay receiving the training needed to effectively use the accommodation – skip to Q27
• We could not implement changes to my employee’s work arrangements until additional resources were hired – skip to Q27
• We could not implement changes to my employee’s work arrangements until a specific project, deadline or other deliverable was completed – skip to Q27
• We had difficulty implementing the accommodation due to physical office space limitations – skip to Q27
• Other (specify) – skip to Q27

Question 24a*

What was the primary reason for the delay in the delivery, installation or set-up of specific products or services related to your employee’s accommodation? (choose one or more) – skip to Q27 after response

• There was a delay in the delivery of IT-related products or services
• There was a delay in installing or setting up IT-related products or services
• There were issues with the IT-related products or services after they were installed or set-up
• There was a delay in the delivery of telephony-related products or services
• There was a delay in installing or setting up telephony-related products or services
• There were issues with the telephony-related products or services after they were installed or set-up
• There was a delay in the delivery of other assistive devices
• There was a delay in installing or setting up other assistive devices
• There were issues with the other assistive devices after they were installed or set-up
• Other (specify)

Question 25*

Who denied the accommodation request? (choose one or more)

• Me (the employee’s direct supervisor/manager)
• My senior management
• Other (specify)

Question 26*

What were the reasons for denying this accommodation request? (choose one or more)

• The employee did not provide a medical certificate or other required evidence from a doctor or specialist
• The report from the doctor or specialist did not adequately demonstrate the need for one or more of the requested accommodations
• I and/or my senior management did not agree with the doctor or specialist’s findings or recommendations
• I and/or my senior management did not agree that there was a need for an accommodation
• The requested accommodations were too costly
• There was no established precedent for this type of accommodation, or there was a concern that this accommodation would establish a new precedent
• There was a concern that this accommodation may be perceived by other employees as favoritism or special treatment
• The required accommodations were not compatible with existing hardware, software or other equipment
• Existing procurement options and/or policies did not allow for exceptions to be made in procuring the required goods or services
• Some personal support services are limited due to security requirements (e.g., requirement for a Secret security clearance, exclusion from certain meetings or discussions)
• The request was denied because of operational or client requirements
• I and/or my senior management were not able to vary existing policies or processes
• I and/or my senior management were not willing to vary existing policies or processes
• Other (specify)

Question 27*

Which of the following best describes your employee’s current situation? (choose one)

• Accommodations were not approved
• Accommodations were approved but none are in place yet
• Some accommodations were approved and are in place, and other accommodations were not approved
• Some accommodations were approved and are in place, and others were approved but are not yet in place
• The approved accommodations are in place and working effectively
• The approved accommodations are in place but one or more of these needs to be reviewed or adjusted
• The approved accommodations are in place but training is required and/or my employee is still adapting or learning how to use them effectively
• The approved accommodations are in place but accessibility barriers continue to exist or emerge
• Other (specify)

Question 28*

Did you request a workplace accommodation for yourself in the past 3 years? (choose one)

• Yes
• No – skip to Q56 (Demographic Questions)

Question 29*

Would you like to repeat this survey to report your experience requesting a workplace accommodation for yourself? (choose one)

• Yes – skip to Q31 (Questions for Employees)
• No – skip to Q56 (Demographic Questions)

Question 30*

Did you request a workplace accommodation for yourself in the past 3 years? (choose one)

• Yes
• No – skip to “End of Survey-Thank You For Your Interest” message

Preamble: When answering the rest of the survey, please think of the accommodation request that you made in the last 3 years that had the greatest impact on you – either because the request was approved and accommodation received, or because the request was denied and you never received the requested accommodation. You will need to keep that example in mind as you move through the survey answering any questions regarding your accommodation request.

Question 31*

Which of the following best describes the primary reason for your accommodation request? (choose one)

• I needed an accommodation because I was experiencing difficulties in carrying out some of my existing job-related duties under regular working conditions – if selected, skip to Q32
• I needed an accommodation related to a staffing process that I was involved in – if selected, skip to Q31a
• I needed an accommodation because I started a new job or my existing duties changed – if selected, skip to Q31b
• I needed an accommodation because of a change in my job-related processes or a change in my supervisor, co-workers or clients – if selected, skip to Q31c
• I needed an accommodation because of a change in a general administrative process (e.g., new HR process) or business policy (e.g., new standard equipment) – if selected, skip to Q31d
• I needed an accommodation because of a change in the general office workspace – if selected, skip to Q31e
• I needed an accommodation because of a change in their personal health or circumstances – if selected, skip to Q31f
• I needed an accommodation for another reason – if selected, skip to Q31g

Question 31a*

For which of the following activities related to the staffing process did you request an accommodation? (choose one or more) – skip to Q32 after response

• Job application
• Written assessment
• Interview
• Disability-related adaptations with respect to official language testing
• Other (specify)

Question 31b*

For which of the following activities related to your new job or a change in your existing duties did you request an accommodation? (choose one or more) – skip to Q32 after response

• Setting up physical workspace
• Obtaining assistive devices, equipment or technology/software
• Obtaining computer system accesses
• Accessing required job-related training
• Accessing disability-related adaptations with respect to training, coaching or other support required to meet official language requirements of the position
• Disability-related adaptations with respect to the official language requirements of the position
• Permanently modifying job-related duties
• Temporarily modifying job-related duties (e.g., gradual return to work)
• Implementing flexible work arrangements (e.g., telework, reduced work hours or modified work schedule)
• Other (specify)

Question 31c*

For which of the following activities related to a change in your job-related processes or a change in your supervisor, co-workers or clients did you request an accommodation? (choose one or more) – skip to Q32 after response

• New supervisor
• New co-worker
• New client or service provider
• New training or certification requirement
• New second official language requirement
• Job-specific process change (e.g., automation)
• Other (specify)

Question 31d*

For which of the following activities related to a change in a general administrative process (e.g., new HR process) or a business policy (e.g., new standard equipment) did you request an accommodation? (choose one or more) – skip to Q32 after response

• Change in standard equipment (e.g., mobile phones)
• Change in standard software/hardware (e.g., new travel system, new pay system)
• Change in IT support options or service standards
• Change in administrative or HR process
• Other (specify)

Question 31e*

For which of the following activities related to a change in the general office workspace did you request an accommodation? (choose one or more) – skip to Q32 after response

• Office move
• Reassigned seating
• Workspace redesign (e.g., conversion to Workplace 2.0 or Activity-Based Workspace)
• Other (specify)

Question 31f*

For which of the following activities related to the change in your personal health or circumstances did you request an accommodation? (choose one or more) – skip to Q32 after response

• Change in my health, disability or medical treatment
• New diagnosis
• New injury
• Return to work
• Request for telework
• Change in work hours or schedule
• Change in personal support arrangements
• Change in family circumstances
• Other (specify)

Question 31g*

Why did you request an accommodation? (specify) – skip to Q32 after response

Question 32*

Did you have a similar accommodation previously e.g., in another department, in another position, or under a different supervisor in your current position? (choose one)

• Yes
• No

Question 33*

Which of the following workspace-related accommodations were requested for you? (choose one or more)

• No workspace-related accommodations were requested – skip to Q34
• Specialized chair (e.g., orthopaedic) or adaptations to existing chair
• Specialized desk or adaptations to existing desk, cubicle or physical space (note: do not include adaptations made to reduce visual or auditory distractions, as these are addressed in the next question)
• Change to building (e.g. ramps, entrances, painted lines on floors, additional signage or markings)
• New or adapted storage areas
• Designated car parking space
• Induction loop (i.e., a system that transmits an audio signal directly into a hearing aid to reduce acoustic distortions that reduce clarity of sound)
• Move to a different location (e.g., another floor or building)
• Security-related requirements e.g., access
• Other workspace-related adaptations (specify)

Question 34*

Which of the following environment-related accommodations were requested for you? (choose one or more)

• No environment-related accommodations were requested – skip to Q35
• Prohibition of certain products (e.g., scented products, nut oils) within a designated area
• Noise-cancelling headphones
• Raised cubicle walls, barriers or other adaptations to physical workspace intended to reduce visual distractions
• Adaptations to physical workspace intended to reduce auditory distractions
• Move to another location in the same area as my coworkers and/or work unit
• Move to another location in the same building but separate from my coworkers and/or work unit
• Move to another building
• Full-time telework
• Other environment-related adaptations (specify)

Question 35*

Which of the following IT-related accommodations were requested for you? (choose one or more)

• No IT-related accommodations were requested – skip to Q36
• Document reader (e.g., TextAloud)
• Screen reading software
• Speech recognition software
• Reading assistances
• Large screen or other specialized screen
• Adapted or specific type of keyboard
• Adapted or specific type of mouse
• Non-standard laptop (e.g., weight or advanced graphics)
• Alternate output (e.g., braille)
• New printer
• User preferences e.g., font size, screen background
• Other IT-related request (specify)

Question 36*

Which of the following telephony accommodations were requested for you? (choose one or more)

• No telephony accommodations were requested – skip to Q37
• Specific type of desk phone
• Specific type of mobile phone
• Telephone amplifier
• Phone headset
• Bluetooth-enabled telecommunication device (for hearing-aid users)
• Cellular service
• Cellular policies
• Other telephony adaptations (specify)

Question 37*

Which of the following other assistive devices or adaptations to equipment were requested as an accommodation for you? (choose one or more)

• No other assistive devices were requested – skip to Q38
• Hearing aid accessories
• Coin Trolley
• Lightweight stamps
• Wrist or foot rest
• Adaptations to government-owned vehicle
• Other assistive devices or adaptations to equipment (specify)

Question 38*

Which of the following personal support services were requested as an accommodation for you? (choose one or more)

• No personal support services were requested – skip to Q39
• Support worker (attendant care)
• Sign language interpreter
• Communication Access Realtime Translation (CART) service
• Palantypist
• Note taker
• Service dog
• Taxi to and from work
• Other personal support (specify)

Question 39*

Which of the following non-physical adaptations were requested as an accommodation for you? (choose one or more)

• No non-physical adaptations were requested – skip to Q40
• Reduced work hours and/or job sharing
• Change to work schedule
• Gradual return to work
• Time off for appointments
• Duties reallocated to colleague
• Adjustment to PMA objectives
• Few physical duties e.g., lifting, driving
• Adjustments to meeting location and/or meeting logistics
• Redeployed to a different position in same work unit
• Redeployed to a different position in different work unit
• Training on the use of adaptations e.g. new software
• Awareness training for supervisors and/or colleagues
• Reader attendant or other type of service provider
• Personal evacuation plan
• Disability-related adaptations with respect to the language designation for my position (bilingual vs. unilingual)
• Disability-related adaptations with respect to the linguistic profile of my position (e.g., BBB vs. CBC vs. CCC)
• Permanent exemption from second official language requirements
• Disability-related adaptations with respect to the delivery of official language training or coaching
• Disability-related adaptations with respect to the language testing approach
• Technological tools required as a result of a disability in order to perform their duties in one or both official languages
• Other non-physical adaptations (specify)

Question 40*

To the best of your knowledge, who was involved in handling your accommodation request? (choose one or more)

• My direct supervisor/manager
• My senior management
• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety & Health Advisor
• Health Canada doctor or specialist
• Doctor or specialist from outside of the public service
• Departmental IT (Information Technology)
• Accessibility, Accommodation and Adaptive Computer Technology Program (AAACT) i.e., Shared Services Canada
• Facilities Management (e.g., real property)
• Security
• Ombudsman or other neutral party
• Union representative
• My personal advocate or assistant (e.g., family member, expert or doctor)
• Other (specify)

Question 41*

Were you required to provide a medical certificate or other evidence to support your accommodation? (choose one)

• Yes
• No – skip to Q44

Question 42*

To the best of your knowledge, who requested a medical certificate or other evidence to support your accommodation request? (choose one or more)

• My direct supervisor/manager
• My senior management
• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety & Health Advisor
• Other (specify)

Question 43*

To the best of your knowledge, why was a medical certificate or other evidence required to support your accommodation request? (choose one or more)

• I was returning to work after an extended sick leave
• I was injured
• I was experiencing difficulties in carrying out some of my job-related duties under regular working conditions, and professional guidance was needed to determine if accommodations were required
• I was experiencing health-related issues as a direct result of performing my job-related duties under regular working conditions
• I requested an accommodation and my supervisor/manager or my senior management did not agree with me on what was required
• My supervisor/manager or my senior management requested a medical certificate or other evidence, based on their interpretation of Treasury Board policy requirements
• My supervisor/manager or my senior management wanted professional guidance before changing or removing an existing accommodation
• Other (specify)

Question 44*

Were you required to participate in a formal assessment by a medical doctor or specialist from Health Canada or outside of the public service? (choose one)

• Yes
• No – skip to Q48

Question 45*

To the best of your knowledge, who requested that you participate in a formal assessment by a medical doctor or specialist from Health Canada or outside of the public service? (choose one or more)

• My direct supervisor/manager
• My senior management
• Human Resources Advisor
• Labour Relations Advisor
• Disability Management Advisor
• Occupational Safety & Health Advisor
• Other (specify)

Question 46*

To the best of your knowledge, why was a formal assessment required by a medical doctor or specialist from Health Canada or outside of the public service? (choose one or more)

• I was returning to work after an extended sick leave
• I was injured
• I was experiencing difficulties in carrying out some of my job-related duties under regular working conditions, and professional guidance was needed to determine if accommodations were required
• I was experiencing health-related issues as a direct result of performing my job-related duties under regular working conditions
• I requested an accommodation and my supervisor/manager or my senior management did not agree with me on what was required
• My supervisor/manager or my senior management requested a formal assessment, based on their interpretation of Treasury Board policy requirements
• My supervisor/manager or my senior management wanted professional guidance before changing or removing an existing accommodation
• Other (specify)

Question 47*

How long did you wait for the formal assessment to be completed by a medical doctor or specialist from Health Canada or outside of the public service? (choose one)

• Less than 2 weeks
• 2 weeks to less than 1 month
• 1 month to less than 2 months
• 2 months to less than 3 months
• 3 months to less than 6 months
• 6 months to less than 12 months
• 12 months or more

Question 48*

How long did it take to receive a decision for this accommodation request after you provided all required information including, if applicable, any requested medical certificate, assessment reports or other evidence? (choose one)

• Less than 2 weeks
• 2 weeks to less than 1 month
• 1 month to less than 2 months
• 2 months to less than 3 months
• 3 months to less than 6 months
• 6 months to less than 12 months
• 12 months or more

Question 49*

Was your request for an accommodation approved? (choose one)

• Yes
• No – skip to Q52

Question 50*

How long did it take for your accommodation to be put in place and working properly (including related training) after the request was approved? (choose one)

• Less than 2 weeks – skip to Q55
• 2 weeks to less than 1 month – skip to Q55
• 1 month to less than 2 months
• 2 months to less than 3 months
• 3 months to less than 6 months
• 6 months to less than 12 months
• 12 months or more
• My accommodation has been put in place but it is not working properly and/or it does not fully meet my requirement
• My accommodation has not been put in place yet and the accommodation was approved less than 1 month ago – skip to Q55
• My accommodation has not been put in place yet and the accommodation was approved more than 1 month ago (please specify the number of months that you have been waiting since the request was approved)

Question 51*

To the best of your knowledge, what were the reasons for the delay if it took (or is currently taking) more than 1 month for your approved accommodation to be satisfactorily implemented? (choose one or more)

• There was a delay obtaining supplementary information from a medical doctor or specialist – skip to Q55
• The approved accommodation was not compatible with existing computer systems, software, equipment or standards – skip to Q55
• There were challenges obtaining and/or implementing the approved accommodation in my official language of choice – skip to Q55
• The internal service provider (e.g., HR, IT, Occupational Safety & Health, Facilities Management) did not fully understand my requirements – skip to Q55
• The external service provider (e.g., supplier, contractor) did not fully understand my requirements – skip to Q55
• Delivery of the required products or services was delayed
• The initial installation or set-up of the required products or services was delayed
• There were issues with the required products or services after they were installed or set-up
• There was a delay receiving the training needed to effectively use the accommodation – skip to Q55
• We could not implement changes to my work arrangements until additional resources were hired – skip to Q55
• We could not implement changes to my work arrangements until a specific project, deadline or other deliverable was completed – skip to Q55
• We had difficulty implementing the accommodation due to physical office space limitations – skip to Q55
• Other (specify) – skip to Q55

Question 51a*

What was the primary reason for the delay in the delivery, installation or set-up of specific products or services related to your accommodation? (choose one or more) – skip to Q55 after response

• There was a delay in the delivery of IT-related products or services
• There was a delay in installing or setting up IT-related products or services
• There were issues with the IT-related products or services after they were installed or set-up
• There was a delay in the delivery of telephony-related products or services
• There was a delay in installing or setting up telephony-related products or services
• There were issues with the telephony-related products or services after they were installed or set-up
• There was a delay in the delivery of other assistive devices
• There was a delay in installing or setting up other assistive devices
• There were issues with other assistive devices after they were installed or set-up
• Other (specify)

Question 52*

Who denied your accommodation request? (choose one or more)

• My direct supervisor/manager
• My senior management
• Other (specify)

Question 53*

What reasons were given for denying your accommodation request? (choose one or more)

• I was unable to obtain a medical certificate or other required evidence because the doctor or specialist was not willing to provide one
• I was unable to obtain a medical certificate or other required evidence because I could not find a doctor or specialist with the required expertise or credentials
• I was unable to obtain a medical certificate or other required evidence because I could not get an appointment with the doctor or specialist and/or the waiting list for an appointment was too long
• The report from the doctor or specialist did not adequately demonstrate the need for one or more of the requested accommodations
• My direct supervisor/manager or my senior management did not agree with the doctor or specialist’s findings or recommendations
• My direct supervisor/manager or my senior management did not agree that there was a need for an accommodation
• The requested accommodations were too costly
• There was no established precedent for this type of accommodation, or there was a concern that this accommodation would establish a new precedent
• There was a concern that this accommodation may be perceived by other employees as favoritism or special treatment
• The required accommodations were not compatible with existing hardware, software or other equipment
• Existing procurement options and/or policies did not allow for exceptions to be made in procuring the required goods or services
• Some personal support services are limited due to security requirements (e.g., requirement for a Secret security clearance, exclusion from certain meetings or discussions)
• The request was denied because of operational or client requirements
• My direct supervisor/manager or my senior management was not able to vary existing policies or processes
• My direct supervisor/manager or my senior management was not willing to vary existing policies or processes
• Other (specify)

Question 54*

How did you respond to your organization’s decision to deny your accommodation request? (choose one or more)

• I did not appeal the decision because I began a period of extended sick leave, or I was already on extended sick leave at the time of my request
• I did not appeal the decision because I left my job
• I did not appeal the decision because I believed it would not make a difference
• I did not appeal the decision because I was concerned that it may damage my relationship with my direct supervisor/manager or senior management
• I did not appeal the decision because I was afraid that there could be negative consequences for my career
• I escalated the request to a more senior manager
• I requested advice or intervention by an Ombudsman
• I requested advice or intervention by a union representative
• I requested advice or intervention by my doctor or specialist
• I requested intervention by a family member or other personal advocate
• I filed an informal complaint with the HR Branch
• I filed a formal complaint or grievance
• I sought legal advice
• Other (specify)

Question 55*

Which of the following best describes your current situation? (choose one)

• Accommodations were not approved
• Accommodations were approved but none are in place yet
• Some accommodations were approved and are in place, and other accommodations were not approved
• Some accommodations were approved and are in place, and others were approved but are not yet in place
• The approved accommodations are in place and working effectively
• The approved accommodations are in place but one or more of these needs to be reviewed or adjusted
• The approved accommodations are in place but training is required and/or I am still adapting or learning how to use them effectively
• The approved accommodations are in place but accessibility barriers continue to exist or emerge
• Other (specify)

Question 56*

Do you self-identify as a person with a disability and/or long-term health condition which regularly affects your ability to carry out your daily activities? (choose one)

• Yes
• No – skip to Q59
• I prefer not to respond – skip to Q59

Question 57*

As a person with a disability and/or a long-term health condition, which of the following categories most closely describes the nature of your primary impairment, meaning the one that causes you the most difficulty in carrying out your daily activities? (choose one)

• Seeing (also known as visual impairment, it affects a person’s ability to see)
• Hearing (also known as deaf or hard of hearing, it affects a person’s ability to hear)
• Mobility (also known as a physical disability, it affects a person’s ability to move)
• Flexibility (also known as a physical disability, it affects a person’s ability to move their joints)
• Dexterity (also known as a physical disability, it affects a person’s ability to do tasks, especially with their hands)
• Pain (also known as chronic pain disorder, it affects a person’s ability to function due to pain)
• Learning (also known as learning disabilities, it affects the way a person receives, understands, and uses information)
• Intellectual (also known as developmental disabilities, it affects a person’s ability to learn and to adapt their behaviour to different situations)
• Memory (also known as memory disorder, it affects a person’s ability to remember information)
• Mental health-related (also known as mental illness, it affects a person’s psychology and / or their behavior)
• Communication (also known as a communication disorder, it affects a person’s ability to receive, understand and respond to communication with others. This includes, but is not exclusive to, speech and language disabilities)
• Cognitive (it affects a person’s ability to carry out tasks involving executive functioning, such as planning and organization)
• Sensory (it affects a person’s sensitivity to light, sound or other distractions, as well as allergens and other environmental sensitivities)
• I prefer not to respond – skip to Q59

Question 58*

In addition to the primary impairment that you identified in the previous question, which of the following categories most closely describe the nature of additional impairments that regularly affect your ability to carry out your daily activities? (choose one or more)

• Seeing (also known as visual impairment, it affects a person’s ability to see)
• Hearing (also known as deaf or hard of hearing, it affects a person’s ability to hear)
• Mobility (also known as a physical disability, it affects a person’s ability to move)
• Flexibility (also known as a physical disability, it affects a person’s ability to move their joints)
• Dexterity (also known as a physical disability, it affects a person’s ability to do tasks, especially with their hands)
• Pain (also known as chronic pain disorder, it affects a person’s ability to function due to pain)
• Learning (also known as learning disabilities, it affects the way a person receives, understands, and uses information)
• Intellectual (also known as developmental disabilities, it affects a person’s ability to learn and to adapt their behaviour to different situations)
• Memory (also known as memory disorder, it affects a person’s ability to remember information)
• Mental health-related (also known as mental illness, it affects a person’s psychology and / or their behavior)
• Communication (also known as a communication disorder, it affects a person’s ability to receive, understand and respond to communication with others. This includes, but is not exclusive to, speech and language disabilities)
• Cognitive (it affects a person’s ability to carry out tasks involving executive functioning, such as planning and organization)
• Sensory (it affects a person’s sensitivity to light, sound or other distractions, as well as allergens and other environmental sensitivities)
• I do not have additional impairments
• I prefer not to respond

Question 59 (optional)

In which department or agency are you currently employed? (choose one)

• [List of all federal organizations]

Question 60 (optional)

If you completed this survey as a supervisor who requested an accommodation for your employee, in which department or agency were you working when this request was made? (choose one)

• [List of all federal organizations]

Question 61 (optional)

If you completed this survey as an employee who requested an accommodation for yourself, in which department or agency were you working when this request was made? (choose one)

• [List of all federal organizations]

Question 62*

With which of the following functional communities do you most closely identify in relation to your current job? (choose one)

• Client contact centre
• Health care practitioners
• Federal regulators
• Compliance, inspection and enforcement 
• Communications or public affairs
• Access to information and privacy 
• Security
• Science and technology
• Library services
• Legal services
• Administration and operations
• Human resources 
• Financial management
• Real property
• Procurement
• Materiel management
• Information management
• Information technology
• Internal audit
• Evaluation
• Data sciences
• Policy
• Project management
• Other services to the public 
• Other (specify)
• I prefer not to respond

Question 63*

What is your first official language? (choose one)

• English
• French

Question 64*

In which province or territory do you work? (choose one)

• National Capital Region
• Ontario (excluding National Capital Region)
• Quebec (excluding National Capital Region)
• Northwest Territories
• Nunavut
• Yukon
• British Columbia
• Alberta
• Saskatchewan
• Manitoba
• New Brunswick
• Nova Scotia
• Prince Edward Island
• Newfoundland and Labrador
• Outside Canada

Question 65*

Additional phases of this benchmarking study may be carried out over the next few months and may include additional opportunities for supervisors and employees to provide input to help us improve the workplace accommodation process.

Please choose one of the following options to indicate whether or not you would like to be contacted regarding your possible participation if there are future phases of this benchmarking study: (choose one)

• I have requested and/or received an accommodation for myself in the past 3 years and I would like to be contacted regarding my possible participation in future phases of this study
• I have supervised one or more employees who requested accommodations in the past 3 years and I would like to be contacted regarding my possible participation in future phases of this study
• I do not wish to be contacted – skip to “End of Survey – Thank You For Your Participation” message

Question 66*

Please provide your work email address so we may contact you regarding your possible participation in a confidential interview:

Pop-up Message if not Eligible to Complete Survey

End of Survey – Thank You for Your Interest

This survey is intended for current federal public servants who requested an accommodation for themselves and/or for their employee in the past 3 years.

Since your experience does not meet this criteria, unfortunately you are not eligible to participate in the survey.

Thank you for your interest in improving accessibility in the federal public service!