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.