As accessible customer service becomes second nature to you and your colleagues, you may hear several terms used in a new way. Take a moment to consider how these concepts apply to your work environment and practices. For more accessibility terminology, you may refer to the Glossary.
Accessibility
Accessibility is the degree to which persons with disabilities can access a device, service or environment without barriers. Accessibility is also a process - it is the proactive identification, removal and prevention of barriers to persons with disabilities.
Accommodation
Accommodation is different from accessibility. It is a reactive and individualized adaptation or adjustment made to provide a person with a disability with equitable and non-discriminatory opportunities for participation. It has its basis in anti-discrimination laws.
Duty to accommodate
Duty to accommodate means accommodation must be provided in a manner that respects general principles such as dignity of the person, individualization, integration and full participation.
Undue hardship
Organizations are required to accommodate someone with a disability to the point of undue hardship. There are only three factors to consider in assessing undue hardship: cost, outside sources of funding and health and safety requirements, if any.
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