Support Level 5 (16-20 points)

Leading with Support Excellence

Congratulations on getting your act together! Your assessment indicates your organisation is at Level 5 in the Support dimension of accessibility maturity. Delivering equitable experience is just how things should be done. It is part of business as usual and great to see it embedded in your organisations internal and external activities. This represents the highest level of support sophistication.

Organisations at this level:

• Operate exemplary feedback systems that drive continuous improvement
• Provide accommodation processes that are efficient and effective
• Maintain exceptional accessibility expertise throughout support functions
• Support influential disability employee resource groups that shape organisational culture
• Influence industry practices by sharing support methodologies and success stories

Sustaining Excellence

To maintain your leadership position:

• Revisit your support programs regularly, or talk to us about specific aspects
• Continue to innovate in support processes as needs evolve
• Share your support strategies and success with other organisations
• Don’t let yourselves become complacent – keep working on it

Your organisation demonstrates exceptional accessibility support maturity. The path forward involves refining these systems while expanding their reach and influence. By sharing this expertise, you can help raise standards for accessibility support throughout the digital community.

Support Level 4 (12-15 points)

Advanced Accessibility Support

Your assessment indicates your organisation is at Level 4 in the Support dimension of accessibility maturity. The customer-facing website has a dedicated accessibility help section with frequently asked questions (FAQ) or help topics. Tools and processes are in place to facilitate requests for employee accommodations. This shows your support systems are well-developed and effective.

Organisations at this level typically:

• Maintain highly effective, well-publicised channels for accessibility feedback
• Have streamlined, responsive accommodation processes with exceptional outcomes
• Employ comprehensively trained staff who can address a wide range of accessibility needs
• Support thriving disability employee resource groups with executive sponsorship
• Provide consistent, high-quality support experiences across all touchpoints

Key Opportunities

To advance to the highest level of support maturity:

• Streamline your feedback and complaints system and ensure it is demonstrably understood internally and externally
• Ensure hiring managers have access to disability awareness training
• Enhance proactive identification and resolution of potential issues
• Develop expertise in emerging accessibility support needs
• Empower disability employee resource groups to influence organisational decisions
• Share effective support practices with industry partners and community

You’ve successfully crossed the line from being tactical and are more strategic in your approach. Now is the time to build on your successes and to embed your accessible support achievements so they become business as usual.

Support Level 3 (8-11 points)

Established Accessibility Support

Your assessment indicates your organisation is at Level 3 in the Support dimension of accessibility maturity. Some ad hoc feedback processes are in place. Help topics or FAQs specific to accessibility prepared on an ad hoc basis. This shows you’ve established some formal support systems but still have opportunities for enhancement.

Organisations at this level typically:

• Have established channels for accessibility feedback that are reasonably well-known
• Maintain documented accommodation policies and procedures that work effectively
• Have an initial team of staff trained to handle accessibility support needs
• Support active disability employee resource groups with leadership endorsement
• Provide generally consistent support experiences, though some gaps may exist

Key Opportunities

To enhance your accessibility support:

• Develop formal feedback processes about accessibility as part of a Complaints Policy for employees and customers
• Develop a policy and effective process for requesting employee accommodations
• Fully resource and provide visibility for disability employee groups
• Expand depth and breadth of accessibility expertise among support staff and identify staff to lead this

You’re well on the way to building an accessible support system in your organisation. You need to move to being more proactive around accessibility and stop responding to each issue. Now is the time to move from being tactical to being strategic.

Support Level 2 (4-7 points)

Developing Your Accessibility Support

Your assessment indicates your organisation is at Level 2 in the Support dimension of accessibility maturity. Plans are in place to provide basic information about accessibility support to customers and employees, but there has been limited execution. This shows you’ve begun establishing support systems but still have significant room for development.

Organisations at this level typically:

• Have basic feedback mechanisms for accessibility issues, though they may not be well-publicised
• Have initial accommodation procedures, though they may lack consistency
• Have some staff with accessibility knowledge, but not comprehensive training
• May have early-stage disability employee resource groups or networks
• Have begun to address disparity between internal and external support experiences

Key Opportunities

To develop more mature accessibility support:

• Refine your customer feedback channels to accommodate accessibility feedback
• Make disability awareness training a regular offering in your organisation
• Develop disability accommodation policies with clear procedures
• Expand accessibility training for customer-facing and HR staff
• Establish formal disability employee resource groups with formal support
• Work toward more consistent support experiences across touchpoints

You’ve laid the groundwork for accessibility support. Now you can focus on enhancing these initial systems to provide more consistent and effective assistance.

Support Level 1 (0-3 points)

Beginning Your Support Journey

Your assessment indicates your organisation is at Level 1 in the Support dimension of accessibility maturity. No effort has been made or only isolated efforts have been identified. This suggests that accessibility support structures for both customers and employees are not yet established.

Organisations at this level typically:

• Lack formal processes for handling accessibility-related feedback or complaints
• Have minimal or no defined procedures for employee accommodation requests
• Have limited or no staff trained to handle accessibility support inquiries
• Often don’t have disability-focused employee resource groups
• Provide inconsistent support experiences for internal and external stakeholders

Key Opportunities

To develop more mature accessibility support:

• Put some basic customer contact channels in place specifically for people with disability
• Start a discussion about what might be needed to support employees with disability
• Look to provide disability awareness training in your organisation
• Begin training key staff to respond to accessibility inquiries
• Consider starting a disability employee resource group

Effective support systems are crucial for both customers and employees. Your assessment shows you’re ready to begin building these important structures.