Over the next five years, Waterloo will develop a strategy for the following customer service areas:
- Improving communications for service disruptions
- Developing a consistent verification process for service animals
- Developing a community engagement strategy that involves active and ongoing consultation with persons experiencing disabilities.
B1. Communications for service disruptions
Status: started
Progress: on track
As part of the University’s business continuity strategy, a new system has been put in place that allows for targeted mail 
out of information regarding the University’s infrastructure and status. This system has been leveraged to also communicate to groups regarding service disruptions to physical space and amenities. Over the next few months, the University will be working on building out mailing lists to ensure proper individuals are notified about service disruptions that impact their operations. Focus will be on planned service disruptions first, followed by unplanned/emergency disruptions.
The revised mandatory Accessibility Training also includes awareness and information to all departments and University representatives on the requirements of service disruption notification regarding their specific departments (i.e. office closures, services adjustments, etc).
Waterloo’s standard student communication tool, Portal, launched an Event Registration System (ERS) in 2019. This tool is designed to be a centralized registration and check-in platform for Waterloo students, staff and faculty. It is currently in the pilot phase within the Student Success office. Accessibility considerations related to events is included in the ERS training provided to event organizers. This is an example of Waterloo’s ongoing efforts to empower all individuals to consider accessibility in everything we do as part of our regular processes and practice. A specific accessibility template section for events will be included as development resources permit.
B2. Service Animal Verification Guidelines
Status: completed
Progress: completed
In 2016, the AODA revised its definition of “service animal”, expanding the breeds of animals used for service beyond the traditional service dog, and did not require an animal to be specifically trained. Operationally, this created inconsistencies in the University’s capacity to appropriately and accurately differentiate between service animals and other animals on campus. Furthermore, it created an inherent risk for community members who may be required to disclose personal health information, or subject to repeated questioning by University representatives on the validity of their service animal.
In July 2019, the University established Service Animal Verification Guidelines to support Policy 58 – Accessibility’s commitment to ensure equitable access to individuals who utilize service animals for reasons related to their disability. Individuals now go through a central verification process through AccessAbility Services (for students) or Occupational Health (for employees). Once verified, individuals are able to obtain a Service Animal Verification Card that identifies their service animal, without needing to disclose personal health information.
B3. Community Engagement
Status: somewhat complete
Progress: on track
In May 2019, Accessibility (for persons with disabilities) was included as a topic area within the University’s Contact Waterloo webpage, alongside Alumni Inquiries, Future Students, Community Partnerships and the like, positioning accessibility feedback at the most prominent and direct channel for community connections.
Since establishment of the Accessibility Committee in September 2017, members recognized the importance of including persons with disabilities in the development and design of University services. Various departments at the University have established disability advisory groups to inform their practices, such as the student advisory group for AccessAbility services. These groups were leveraged for consultation and advice when developing the MYAP. Over the next year, the University will explore avenues to gain feedback from the employee community, balancing the need for privacy and confidentiality of persons with disabilities within the work environment.
