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<p class="MsoNormal">Sean,<o:p></o:p></p>
<p class="MsoNormal">Ohio State’s <a href="https://accessibility.osu.edu/policy">
Digital Accessibility Policy</a> outlines our response to a complaint related to digital access:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="Style3" style="text-indent:-.5in;mso-text-indent-alt:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="mso-list:Ignore"><span style="font:7.0pt "Times New Roman"">
</span>I.<span style="font:7.0pt "Times New Roman""> </span></span><![endif]>Complaints<o:p></o:p></p>
<p class="Style4" style="mso-list:l0 level2 lfo1"><![if !supportLists]><span style="mso-list:Ignore">A.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>If <span style="letter-spacing:.1pt">an </span>eligible person
<span style="letter-spacing:-.15pt">or </span>a representative of an eligible person is dissatisfied with any campus, college,
<span style="letter-spacing:-.15pt">or </span>VP unit’s response to <span style="letter-spacing:.1pt">
an </span>accessibility request <span style="letter-spacing:-.15pt">or </span>other performance under this policy, they may file a complaint
<span style="color:black">with the Director of the Digital Accessibility Center (</span><a href="mailto:accessibility@osu.edu"><span style="color:black">accessibility@osu.edu</span></a><span style="color:black">; 614-292-1760; 1800 Cannon Drive, Room 950, Columbus,
OH 43210) or with the ADA Coordinator & 504 Compliance Officer (</span><a href="mailto:ADA-OSU@osu.edu"><span style="color:black">ADA-OSU@osu.edu</span></a><span style="color:black">; 614-292-6207; 21 E. 11<sup>th
</sup>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
</span>the <a href="https://accessibility.osu.edu/complaints">Digital Accessibility Complaint Form</a>
<u>within one business day</u>.<o:p></o:p></p>
<p class="Style5" style="mso-list:l0 level3 lfo1"><![if !supportLists]><span style="mso-list:Ignore">1.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]><u>Within two business days</u> 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.<o:p></o:p></p>
<p class="Style5" style="mso-list:l0 level3 lfo1"><![if !supportLists]><span style="mso-list:Ignore">2.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]><u>Within 10 business days</u> of receiving a complaint, the Digital Accessibility Center will:<o:p></o:p></p>
<p class="Style6" style="margin-left:1.25in;mso-list:l0 level4 lfo1"><![if !supportLists]><span style="mso-list:Ignore">a.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>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<o:p></o:p></p>
<p class="Style6" style="margin-left:1.25in;mso-list:l0 level4 lfo1"><![if !supportLists]><span style="mso-list:Ignore">b.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>Notify the eligible person or their representative of the need for additional time to conduct an evaluation.<o:p></o:p></p>
<p class="Style4" style="mso-list:l0 level2 lfo1"><![if !supportLists]><span style="mso-list:Ignore">B.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>Once the evaluation has been completed, in consultation with the Digital Accessibility Center, the ADA Coordinator will determine what action, if any, is needed.<o:p></o:p></p>
<p class="Style4" style="mso-list:l0 level2 lfo1"><![if !supportLists]><span style="mso-list:Ignore">C.<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>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.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b>From:</b> athen-list <athen-list-bounces@mailman12.u.washington.edu>
<b>On Behalf Of </b>Sean Keegan<br>
<b>Sent:</b> Tuesday, November 12, 2019 10:39 AM<br>
<b>To:</b> Access Technology Higher Education Network <athen-list@u.washington.edu><br>
<b>Subject:</b> Re: [Athen] Complaint reporting process and response timelines<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<p class="MsoNormal">Hi,<o:p></o:p></p>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">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.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">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.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">Will keep searching...<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">Take care,<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">Sean<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div>
<p class="MsoNormal">On Sun, Nov 10, 2019 at 1:13 PM Lissner, Scott <<a href="mailto:lissner.2@osu.edu">lissner.2@osu.edu</a>> wrote:<o:p></o:p></p>
</div>
<blockquote style="border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in">
<div>
<p class="MsoNormal">Sean, <o:p></o:p></p>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">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? <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">L. Scott Lissner, <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:13.0pt">The Ohio State University </span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"> ADA Coordinator and 504 Compliance Officer <br>
Associate, John Glenn School of Public Affairs<br>
Lecturer, Knowlton School of Architecture, Moritz College of Law & Disability Studies<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><br>
<a href="tel:(614)%20292-6207" target="_blank">(614) 292-6207</a>(v); <a href="tel:(614)%20688-8605" target="_blank">(614) 688-8605</a>(tty) <a href="tel:(614)%20688-3665" target="_blank">(614) 688-3665</a>(fax); <a href="http://ada.osu.edu/" target="_blank">Http://ada.osu.edu</a><br>
21 East 11th Ave<span style="font-size:13.0pt">., Columbus, Ohio. 43210</span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:13.0pt">April 6-7, 2020 The Twentieth Annual </span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:13.0pt">Multiple Perspectives Conference </span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><a href="https://ada.osu.edu/multiple-perspectives-conference/20th-annual-conference" target="_blank">https://ada.osu.edu/multiple-perspectives-conference/20th-annual-conference</a><o:p></o:p></p>
</div>
</div>
<div>
<p class="MsoNormal"><br>
<br>
<o:p></o:p></p>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<p class="MsoNormal" style="margin-bottom:12.0pt">On Nov 8, 2019, at 3:11 PM, Sean Keegan <<a href="mailto:skeegan@ccctechcenter.org" target="_blank">skeegan@ccctechcenter.org</a>> wrote:<o:p></o:p></p>
</blockquote>
</div>
<div>
<p class="MsoNormal"> <o:p></o:p></p>
<div>
<p class="MsoNormal">Hello all, <o:p></o:p></p>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">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.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">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.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">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?<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">Thanks,<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">Sean<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
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<div>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal"> <o:p></o:p></p>
</div>
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<p class="MsoNormal">_______________________________________________<br>
athen-list mailing list<br>
<a href="mailto:athen-list@mailman12.u.washington.edu" target="_blank">athen-list@mailman12.u.washington.edu</a><br>
<a href="http://mailman12.u.washington.edu/mailman/listinfo/athen-list" target="_blank">http://mailman12.u.washington.edu/mailman/listinfo/athen-list</a><o:p></o:p></p>
</div>
</div>
</div>
<p class="MsoNormal">_______________________________________________<br>
athen-list mailing list<br>
<a href="mailto:athen-list@mailman12.u.washington.edu" target="_blank">athen-list@mailman12.u.washington.edu</a><br>
<a href="http://mailman12.u.washington.edu/mailman/listinfo/athen-list" target="_blank">http://mailman12.u.washington.edu/mailman/listinfo/athen-list</a><o:p></o:p></p>
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