1) Have a conversation

The first step to providing workplace accommodations is to have a conversation with the candidate or employee. Typically, it’s their responsibility to start this conversation. You should have a clear, readily available procedure that explains how to request an accommodation. This should be part of your workplace accommodation policy and be reviewed during the onboarding/orientation process.

Remember: candidates aren’t requesting special treatment. They’re communicating what they need to work more effectively. After all, they’re the experts in their own productivity.

Sometimes it’s up to you to start the conversation. You may have a duty to inquire if you notice extended or dramatic changes in

• attendance
• performance
• behaviour

These conversations can be challenging, but they’re an important part of building a safe and inclusive workplace. Remember

• don’t make assumptions
• ask questions. 
• be respectful, supportive and non-judgmental.

Make sure the employee knows that they can talk to you, human resources (HR) (if applicable) or to another supervisor/manager. You want to create a safe space for your employees.

Here are some example questions that you can ask a candidate or employee.

• How would you perform this task?
• Are you able to perform the duties of this position?
• Can you work the hours required for the job?
• How can we better support you on the job?
• Is there anything we can do to improve communication?
• Do you need an accommodation to do this task?

2) Assess the accommodation

A formal accommodation request isn’t always needed. For example, an employee with a chronic migraine disorder might request dimmer lighting or non-fluorescent lights around the office. This is a quick and easy fix that wouldn’t require a formal request.   

Most of the time, medical information is not required for an accommodation. However, it may be needed in certain situations, or if the request poses a significant risk to the employee or other staff. Here are some ways you can approach this in a sensitive manner that respects the employee’s privacy and dignity.

• use the least intrusive means possible
• only ask for information that is completely necessary
• don’t force the employee to answer questions they’re uncomfortable with
• be sensitive to the employee’s beliefs and values
• whenever possible, avoid asking for supporting medical information from a doctor
• as of April 2024, employers in Ontario can no longer ask for a doctor’s note, or “sick note”, for employees who have not used their allotted sick days (minimum 3 days)
• ask specific questions that are related to the employee’s duties

3) Accommodate

After steps 1 and 2 you can move forward with the accommodation. Accommodations should be addressed on a case-by-case basis. Your employee should actively participate in this process.

The Employment Standard under the Accessibility for Ontarians with Disabilities Act (AODA) states that employers must have an accommodation policy and process for employees. This includes an Individual Accommodation Plan. This is a written document that lists the accommodations that an employee might need on the job. The plan should include

• what accommodations will be provided
• the accommodation start and end date (if applicable)
• if/how the employer will provide accessible-format information and communication supports (if needed)
• if/how the employer will provide accessible emergency information (if applicable)
• when the plan will be reviewed and updated

The plan should also include information about the employee’s duties and responsibilities related to the accommodation.

An Individual Accommodation Plan should also

• be in writing
• be signed by the employee and employer
• outline the accommodations and/or solutions you’ve agreed on
• include any required training (if applicable)
• specify who the employee should talk to if they have questions or concerns about the plan
• be flexible based on the worker’s needs

4) Review

This step is ongoing. Check in with your employee regularly to make sure the accommodation is working. If their needs have changed, or if the accommodation isn’t working, you may need to update the plan.