Veterans’ roundtable on accessibility

More specifically, this consultation was in preparation for the Accessibility Progress Report 2024 and upcoming Accessibility Action Plan 2025-2028. The goals were to identify barriers or gaps from the lived experience of Veterans with disabilities on the following aspects: format, language, forms of barriers, consistent with the Accessible Canada Act (Physical; Architectural; Technological or Attitudinal; information or Communication Barriers); and possible solutions.

A voluntary invitation was sent to all Veteran members of VAC’s Ministerial Advisory Groups prior to the roundtables. Twelve Veterans with disabilities participated, and were from a diverse group including: various service characteristics, women, French, racialized, 2SLGBTQI+, and indigenous. Of note, the Veterans participated as individuals with lived experience and not as representatives of the Advisory Groups nor Veteran organizations.

The virtual roundtable discussions were not recorded. Notetakers from VAC and VRAB captured the participants’ comments and ideas that are included in this report. Participants were also given the option of submitting their comments via email.

We asked

Veterans were asked to provide feedback on VAC’s Accessibility Action Plan 2022-2025 and VAC’s Progress Report 2023. More specifically, to identify barriers or gaps from their lived experience. Those barriers included:

• barriers related to format
• barrier related to the language
• physical and/or architectural barriers
• technological barriers
• information and communications barriers
• attitudinal barriers
• systemic barriers

Veteran participants said

Barriers related to the format

Veteran participants communicated the importance of making both VAC and VRAB’s Accessibility Action Plans and Progress Reports more user-friendly. Specific suggestions included:

• using more hyperlinks in VAC and VRAB
• key topic headings should be linked to the correct area within the report, so that readers do not need to scroll as much

It was mentioned that the documents focused more on the Department’s internal workings and might not directly apply to Veterans.

Barriers related to the language

It was shared that reports should consider font choice and consistent language for creating inclusive communication. Participants shared that standardized fonts and accessible terminology, aligned with the Accessible Canada Act, can enhance understanding and promote accessibility for different audiences, especially persons with a disability or disabilities.

Physical and/or architectural barriers

VAC and VRAB want all of their buildings and facilities to be accessible or usable by all people.

Veteran participants indicated that making overall environment enhancements can make VAC and VRAB offices more inclusive and inviting. Suggestions included:

• improving physical access to VAC spaces through security measures and building design
• ensuring all workstations are accessible and available for Veteran use
• increasing designated parking
• ensuring events and features are wheelchair accessible

Technological barriers

Technology, or the way it is used, does not meet the needs of a person with a disability or disabilities.

Veteran participants suggested focusing on making services easier for Veterans, mentioning that VAC should tackle technological issues and aim to improve user experiences.

Suggestions included:

• standardizing and promoting accessible software to improve Veterans’ experience
• integrating email alerts in My VAC Account
• enhancing online services in My VAC Account

Information and communications barriers

Persons with a disability or disabilities may not easily receive and/or understand information that is accessible to others. Veteran participants expressed the key points:

• promote available services and programs to Veterans who may not be aware
• proactively assign case managers and better outreach for accessibility
• simplifying language and information for better understanding
• improve search tools like the treatment benefit search tool to obtain accurate information
• utilize methods like cold-calling, direct mail and video resources to improve communication
• involve persons with a disability or disabilities in user-testing for websites
• clearly communicate information on available alternate formats like braille and large print

Attitudinal barriers

Attitudes can be the most difficult barrier that a person with a disability or disabilities faces in achieving full integration, acceptance, and participation in society.

Participants noted that education and awareness are key in addressing biases and attitudinal barriers. More inclusive spaces can be created through:

• proactive outreach
• support for Veterans
• recognizing biases
• promoting accessibility
• building trust
• adapting systems
• recognizing sacrifices
• ensuring equal access and equitable treatment
• ensuring respect for all Veterans, regardless of identity

Systemic barriers

Policies, practices or procedures that result in some people receiving unequal access or being excluded.

Veteran participants communicated that understanding how these policies impact career advancement for persons with a disability or disabilities is crucial, especially in leadership roles. Clarifying barriers according to the Accessible Canada Act can be beneficial.

Various barriers to accessing services and concerns were mentioned, including:

• invisible disabilities may not be acknowledged enough in benefit programs highlighting the need for better outreach and communication
• spouses and children of Veterans might face barriers in accessing benefits, which should be addressed by VAC
• there could be improvements in hiring practices at VAC to increase opportunities for Veterans, especially during the transition process from the military
• positive stories and successes should be highlighted more to build confidence in VAC programs and structures
• addressing biases and social hierarchies within VAC is important to ensure equitable access to services for all disability groups
• advisory groups should consider all recommendations that could improve the quality of life for Veterans and address policy changes effectively

We did / We will

We analyzed the feedback and experiences shared, and developed the following recommendations for preventing and removing accessibility barriers at VAC. Note that some of the feedback provided goes beyond the scope of this work.

Among many other actions as part of VAC’s Accessibility Action Plan, we will continue, or begin to:

• develop increased awareness about opportunities to provide feedback from persons with disabilities (internal and external) on accessibility issues related to the built environment and develop a process to collect feedback, then track and resolve issues in a timely manner
• bring My VAC Account into compliance with EN 301 549 (the national standard of Canada for information and communication technology)
• make application steps clear, concise and easy to understand and provide better support material. This will be achieved through:
  • consulting on how to improve the online applications in My VAC Account
  • reviewing application and communications material to ensure they meet applicants’ needs
• develop an approval process to ensure that plain language is used consistently in all letters regarding disability benefits
• VRAB staff and Board Members will continue to ensure accessible and compassionate communications in interactions with Veterans

Conclusion

We would like to extend our most sincere gratitude to all participants of Veterans Roundtable on Accessibility. All feedback received was shared with the appropriate areas of VAC for consideration as part of planning to improve accessibility.