[Athen] Complaint reporting process and response timelines

[Auston Stamm]

Thank you both for sharing! Yes, the ability to report an accessibility
barrier and written policy explaining the process is what I was curious
about. Based on what I've heard those methods used in conjunction would be
effective in preventing accessibility lawsuits.
*---------------------*
*Auston Stamm*
*he / him / his*
Coordinator Accessibility & Assistive Technology
Student Disability Services
Occupational Therapist Registered/Licensed

Saint Mary's College of California
1928 St. Mary's Road
P.O. Box 3326
Moraga, CA 94575-3260

Filippi Academic Hall, Suite 190
Office: (925) 631-5071
Email: abs13 at stmarys-ca.edu


On Wed, Nov 13, 2019 at 3:15 PM Bossley, Peter A. <bossley.5 at osu.edu> wrote:


> Sean,

>

> Ohio State’s Digital Accessibility Policy

> <https://accessibility.osu.edu/policy>  outlines our response to a

> complaint related to digital access:

>

>

>

>         I.            Complaints

>

> A.     If an eligible person or a representative of an eligible person is

> dissatisfied with any campus, college, or VP unit’s response to an accessibility

> request or other performance under this policy, they may file a complaint with

> the Director of the Digital Accessibility Center (accessibility at osu.edu;

> 614-292-1760; 1800 Cannon Drive, Room 950, Columbus, OH 43210) or with the

> ADA Coordinator & 504 Compliance Officer (ADA-OSU at osu.edu; 614-292-6207;

> 21 E. 11th Avenue, Columbus, OH 43201). If such a complaint is received

> by any campus, college, or VP unit, the complaint must be forwarded to the

> Digital Accessibility Center using the Digital Accessibility Complaint

> Form <https://accessibility.osu.edu/complaints> *within one business day*.

>

> 1.       *Within two business days* of receiving a complaint, the Digital

> Accessibility Center or the ADA Coordinator’s Office will notify the

> eligible person or their representative that their complaint has been

> received and answer any questions about the complaint process.

>

> 2.       *Within 10 business days* of receiving a complaint, the Digital

> Accessibility Center will:

>

> a.       Conduct, or cause to be conducted, an evaluation of the digital

> information, digital service, or any alternatives provided by the campus,

> college, or VP unit in question; or

>

> b.       Notify the eligible person or their representative of the need

> for additional time to conduct an evaluation.

>

> B.      Once the evaluation has been completed, in consultation with the

> Digital Accessibility Center, the ADA Coordinator will determine what

> action, if any, is needed.

>

> C.      The Digital Accessibility Center or the ADA Coordinator will

> inform the individual of the outcome of their complaint and the campus,

> college, or VP unit of any actions they must take to comply with this

> policy.

>

>

>

> *From:* athen-list <athen-list-bounces at mailman12.u.washington.edu> *On

> Behalf Of *Sean Keegan

> *Sent:* Tuesday, November 12, 2019 10:39 AM

> *To:* Access Technology Higher Education Network <

> athen-list at u.washington.edu>

> *Subject:* Re: [Athen] Complaint reporting process and response timelines

>

>

>

> Hi,

>

>

>

> I have looked for some of those policies to see if they are online, but

> have not been able to find them. There is a policy or procedure noted on

> the accessibility website, but that information is not linked and I ended

> up going down various rabbit holes trying to find such policy/procedure

> information on the institution's website.

>

>

>

> Some institutions also reference that the institution’s formal grievance

> process will be used for any reported barriers, but those generally involve

> very long time frames to initiate an investigation or review into any

> reported problem. I could not find information that identified what

> constituted an acceptable initial response - that is, a person reports a

> barrier and what is the time frame by which the institution responds to

> that notification.

>

>

>

> Will keep searching...

>

>

>

> Take care,

>

> Sean

>

>

>

>

>

> On Sun, Nov 10, 2019 at 1:13 PM Lissner, Scott <lissner.2 at osu.edu> wrote:

>

> Sean,

>

>

>

> As you say the ocr resolutions do not define a timeframe but they do

> review the policies that generally do define time frames.  Have you looked

> at those?

>

>

>

>

>

> L. Scott Lissner,

>

> The Ohio State University

>

>    ADA Coordinator and 504 Compliance Officer

>    Associate, John Glenn School of Public Affairs

>    Lecturer, Knowlton School of Architecture, Moritz College of Law &

> Disability Studies

>

>

> (614) 292-6207(v); (614) 688-8605(tty) (614) 688-3665(fax);

> Http://ada.osu.edu <http://ada.osu.edu/>

> 21 East 11th Ave., Columbus, Ohio. 43210

>

>

>

> April 6-7, 2020  The Twentieth Annual

>

> Multiple Perspectives Conference

>

> https://ada.osu.edu/multiple-perspectives-conference/20th-annual-conference

>

>

>

> On Nov 8, 2019, at 3:11 PM, Sean Keegan <skeegan at ccctechcenter.org> wrote:

>

> 

>

> Hello all,

>

>

>

> I have been reviewing some past settlement agreements regarding website

> accessibility complaint reporting and am looking for specific timelines

> and/or timeframes by which the college is expected to respond.

>

>

>

> I have heard people comment that two business days is an appropriate

> timeframe by which to respond to someone reporting an accessibility issue

> on the website, but cannot find any information in past OCR settlements or

> other resolutions. Most of the language I have found just states that a

> "timely" response is required.

>

>

>

> What timeline or timeframe have you specified in your complaint reporting

> process by which a response will be provided to the person reporting an

> issue? Are there specific settlement agreements you used to make this

> determination?

>

>

>

> Thanks,

>

> Sean

>

>

>

>

>

>

>

>

>

>

>

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