Organizational & Workplace Inclusion

A social services agency wanted to modernize its internal policies to better reflect accessibility, equity, and inclusive customer service standards.

What we delivered:

• Comprehensive review of internal and public-facing policies
• Integration of AODA requirements and Ontario Human Rights Code considerations
• Rewriting policies in clear, plain language
• Creation of an Accessibility & Inclusion Policy Bundle, including:
  • Accessible Customer Service Policy
  • Inclusive Hiring & Accommodation Policy
  • Service Animal & Support Person Guidelines
  • Accessible Communications Procedure
• A prioritized implementation plan for leadership

Outcome:
The agency adopted the updated policies across all departments. Staff gained clarity on procedures, and leadership reported increased confidence in meeting legislative requirements and supporting diverse clients.

A department wanted training that went beyond compliance and focused on building a more welcoming, inclusive culture for both staff and community members.

What we delivered:

• Customized training on accessibility, inclusive customer service, and unconscious bias
• Hands-on scenarios tailored to specific roles 
• Practical tools for communicating with people with disabilities, newcomers, and vulnerable residents
• Post-training toolkit for supervisors: tips, scripts, and quick-reference guides
• Pre- and post-training evaluation metrics

Outcome:
Over 92% of staff reported increased confidence in serving diverse residents. Managers reported fewer service escalations and better interactions during public engagements and customer service situations.

A mid-sized employer was struggling to recruit and retain diverse talent, particularly individuals with disabilities and newcomers.

What we delivered:

• Review of job postings, interview process, onboarding materials, and HR policies
• Recommendations to remove barriers in recruitment and workplace accommodations
• Accessible job description templates and plain-language onboarding materials
• Training for managers on inclusive interviewing and workplace adjustments
• A step-by-step accommodation guide for employees and supervisors

Outcome:
Within 6 months, the business saw an increase in qualified applicants and improved staff satisfaction. Supervisors reported smoother onboarding, better communication, and reduced turnover in key roles.