SSA Marine Canada’s Progress Report 2025

SSA Marine Canada Ltd. (Previously Western Stevedoring Company Ltd.) Progress Report 2025

General

Summary

SSA Marine Canada Ltd. (“SSA Marine”), previously Western Stevedoring Company Ltd, a SSA Canada Holdings Ltd. Company has made significant progress toward most of the goals set in our Accessibility Plan. Our Accessibility Plan consisted of 14 goals with 40 associated actions of which we have:

  • Completed 18 action items
  • Made progress on 15 action items
  • Have 5 pending action items

We did have to discontinue 2 action items in 2023/2024 and worked with our consulting partners and accessibility working group to establish compensatory actions.

Provisions of the CTA Accessibility-Related Regulations

Further to the requirements in the ACA, SSA Marine is required to meet the applicable provisions of the CTA requirements made under subsection 170(1) of the CTA, which includes the Accessible Transportation of Persons with Disabilities Regulations (ATPDR)(SOR/2019-244). Part 1 and Part 4 Divisions 1 and 2.

This plan outlines SSA Marine’s current and future actions to comply with these regulations regarding:

  • Communications of information to persons with disabilities
  • Terms and conditions with respect to the transportation of persons with disabilities
  • Modifying and posting signs in and around facilities or premises used in the transportation of persons with disabilities
  • Modifying and posting signs in and around facilities or premises used in the transportation of persons with disabilities

As a federally regulated company in the transportation sector, Western Stevedoring is governed by the Accessible Canada Act (ACA).

Together, the ACA, the CTA and the ATPDR represent a significant step towards creating a more inclusive and accessible society for all Canadians, including those with disabilities. By complying with these requirements, SSA Marine can help ensure that we are providing equal access and opportunities to all members of society.

Accessibility Working Group

SSA Marine will establish an accessibility working group within a broader Diversity & Inclusion Committee. Our current Accessibility Plan working group is led by:

Jessie Rai
Director, Human Resources
SSA Marine

Feedback Process

SSA Marine is committed to providing an open and transparent feedback process. For more information, to provide feedback, or to request alternative formats of this Plan, please contact SSA Marine through one of the following methods: 

  • Point of Contact: Jessie Rai – Director, Human Resources
  • Establish an accessibility feedback process
  • Email: DEI@ssamarine.ca
  • Mail: #15 Mountain Hwy, North Vancouver, British Columbia, V7J 2J9
  • Telephone: 1 (604) 904-2800
  • Anonymous feedback form: https://www.ssamarine.ca/contact/

Alternative Formats

SSA Marine’s Progress Reports and Accessibility Plan are available in the following formats:

  • Print
  • Large Print
  • Electronic
  • Audio

A Braille copy of SSA Marine’s Accessibility Plan may be requested:

    • By phone at 1 (604) 904-2800 or
    • Through our online form https://www.ssamarine.ca/contact/

      PRIORITY AREAS

      Area 1: Employment

      Actions

      Goal 1: SSA Marine will implement additional candidate attraction and recruitment strategies that promote employment opportunities and growth for individuals with disabilities by:

      1.1 Reviewing policies to ensure that accessibility is fully incorporated into an Anti-Discrimination policy and have it clearly articulated on all job ads and associated job activities by December 2023.

      Status: Complete

      2023/2024 Actions: In the previous year, we updated SSA Marine’s Violence and Harassment Policy to incorporate anti-discrimination and accommodation principles. The Policy has been reviewed and approved by the joint Health & Safety Committee.

      2024/2025 Actions: Further to the Violence and Harassment Policy updates, we published a new Accommodation Policy. The policy has been included in our Employee Handbook and is available to all employees through our internal SharePoint. In addition to establishing a standard accommodation request process, the policy provides specifics for requesting accommodations related to training and development opportunities and establishes expectations for equal access to career advancement.

      1.2 Including a statement that encourages applicants to request accommodations during the application process by December 2023.

      Status: Complete

      2023/2024 Actions: SSA Marine added the following statement to all job ads and job postings: “SSA Marine is committed to Employment Equity. We welcome and embrace applicants with diverse experiences, abilities, backgrounds, and perspectives. If you have preferred pronouns, please let us know when you apply.

      Furthermore, we are committed to providing an inclusive and accessible environment. If you require accommodation during the recruitment process, please let us know, and we will work with you to support your request.”

      2024/2025 Actions: This goal was completed in 2023, and no additional action has been taken since our last progress report.

      1.3 Expanding our candidate outreach program to include accessible job boards geared towards underrepresented groups, including people with disabilities, by December 2023.

      Status: Complete

      2023/2024 Actions: The recruitment team at SSA Marine has expanded the reach of our job ads to ensure further visibility and to encourage people with disabilities to apply. We have included the following job boards for our job ads: Wounded Warrior, BC Centre for Ability, Work-Able, Able and Accessible, Work BC, Steps Forward – Inclusion Faculty at UVic, Jobs Ability, Canadian Council on Rehabilitation and Work, Inclusive Employers Hiring Hub.

      2024/2025 Actions: This goal was completed in 2023, and no additional action has been taken since our last progress report.

      1.4 Creating an annual internship program through British Columbia’s Work-Able Internship program and applying in March 2024.

      Status:       Discontinued

      As part of Employment Goal 1, SSA Marine had committed to creating an annual internship program through British Columbia’s Work-Able Internship program and applying in March 2024. However, upon further discussions with Work-Able, SSA Marine is not eligible to participate in this program.

      As an alternative, we have included Work-Able’s job board in our standard list of job boards for all recruitment activity and have begun work with local universities to engage students with disabilities. We hope that we will expand the reach of employment opportunities at SSA Marine and we will continue to look for opportunities to bring in staff with diverse abilities.

      1.5 Establishing at least three community partnerships, such as associations and post-secondary institutions to further promote employment opportunities within the disability community by 2026.

      Status: In Progress

      2023/2024 Actions: SSA Marine has begun working with two associations and a post-secondary institution to further promote employment opportunities within the disability community:

      • The Victoria Disability Resource Centre (VDRC) – SSA Marine is working with the VRDC on providing ongoing training opportunities for all our Victoria Cruise employees related to providing accessible services and accommodations.
      • The BC Centre for Ability (BCCFA) – SSA Marine is working with the Team Lead, Vocational Services at the BCCFA to review job descriptions to ensure plain language, accessible design, and accessibility consideration in our postings.
      • The University of Victoria (UVic) – SSA Marine has partnered with UVic to identify and provide meaningful work experience for students from underrepresented groups, including those with disabilities. 

      2024/2025 Actions: We have continued to work with VDRC, BCCFA and UVic to promote accessible employment opportunities and strengthen our connection to the disability community. We will also continue to seek out additional partnerships where possible. Additionally, the BCCFA team is now subscribed to our job alerts and will notify any suitable candidates in their network of relevant openings.

      Goal 2: Provide a safe, welcoming, and barrier-free environment for employees with disabilities by:

      2.1 Providing allyship and unconscious bias training to all managers through the Blue Ocean Brain Platform and other means (as deemed appropriate) starting in 2023.
      Status: Ongoing

      2023/2024 Actions: We have introduced a new Diversity, Equity and Inclusion (DEI) Foundational Training program through Blue Ocean Brain. This program, We Belong: SSA Marine’s DEI Program aims to provide training and education to help our employees understand and address bias and discrimination in the workplace. The program is designed to help everyone understand and recognize the impact of bias and discrimination and provide them with the tools and skills needed to create a more inclusive and equitable workplace. Our focus is on ensuring that the training is relevant, interactive, and includes diverse perspectives and voices. The training provided was self-paced lessons on a variety of themes including DEI topics as well as personal growth and development.

      Additionally, our leadership team and managers participated in a DEI training provided by the Humphrey Group focused on leadership communication skills to facilitate positive interactions between groups of employees and grow the skills, knowledge, and motivation of people to interact with diverse groups. Humphrey Group provided four 1.5-hour highly engaging lessons across the span of 4 weeks, on top of self-paced learning modules and a one-on-one coaching session for each of the participants.

      Our goal is to continue to provide additional opportunities for employees and leadership to participate in training that focuses on promoting an inclusive environment free of bias and barriers.

      2024/2025 Actions: DEI Training is an ongoing effort for all SSA Canadian entities. If there are changes to our management team, we will assess the need to revisit additional DEI leadership training.

      2.2 Collecting feedback from employees on DEI, including accessibility, starting in 2023.

      Status: In Progress & Ongoing

      Our focus has been to first understand the demographics of our employee base. SSA Marine is a member of the BC Maritime Employers Association’s (BCMEA) Waterfront DEI Council. The DEI Council launched a DEI Dashboard as part of its commitment to measure DEI progress transparently and accurately across the waterfront. The DEI Dashboard contains demographic information about the waterfront workforce and is used as an internal tool to track DEI progress as an industry. Through the DEI Dashboard, SSA Marine has access to industry-wide demographic data about the waterfront workforce composition. Data collected is based on the following variables: Sex, Visible Minority, Aboriginal, and Persons with Disabilities. 

      In late 2021, the BCMEA launched a confidential survey (2021 Diversity Equity, & Inclusion (DE&I) Survey). This survey has been developed in partnership with the DEI Waterfront Council and is being facilitated by Envol Strategies, an HR consulting firm. The survey is expected to run again in 2025.

      Going forward, we will look at combining this goal with 2.4 below to better understand the overall employee experience as it relates to DEI.

      2024/2025 Actions: Collecting feedback and establishing action plans related to feedback on accessibility and DEI will be an ongoing initiative for SSA. In 2024, we established multiple feedback mechanisms to create opportunities for employees to provide their feedback:

      • In November 2024, we introduced our new Onboarding Survey to better understand the new employee experience. The survey is shared with employees within the first 4 weeks at the company and asks questions related to:
        • Their general experience during pre-boarding and onboarding
        • Tools, equipment, and access to systems
        • Training materials and resources
        • Role expectations and goals
        • Our commitment to accessibility
        • Ease of requesting accommodations, if required
        • Suggested improvements

      Additional information regarding the results of the survey has been included in the “Feedback” section of this report.

      • In December 2024, SSA Marine, as part of SSA participated in the Great Places to Work Employee Engagement Survey (GPTW Survey). The GPTW Survey is designed to assess employee engagement across a wide range of employee programs including DEI. The survey included questions related to:
        • Psychological safety at work
        • Fair treatment regardless of age, gender, race, sexual orientation
        • Care and support provided to employees
        • The physical work environment
        • Feelings of inclusion and full participation

      Additional information regarding the results of the survey has been included in the “Feedback” section of this report. 

      • Also in December 2024, SSA participated in the BCMEA’s DEI Council’s DEI Audit Self-Assessment. Additional details are provided in our 2024/2025 Actions for “Area 1: Employment” Goal 2.5 below.

      Due to timing with the GPTW, we were unable to complete the 2024 Employee Perceptions Survey. We will be working with the Waterfront DEI Council to establish a timeline that allows us to participate fully in both surveys without creating repetition or survey fatigue for our employees. Our goal is to run a full Employee Perceptions survey in 2025/2026.

      2.3 Establishing a policy to provide employees with disabilities accommodations for training and development opportunities to ensure equal access to career advancement by December 2023.

      Status: In Progress

      2023/2024 Actions: Our plan to set up training to support employees who need accommodations at work has been pushed to 2024. The BC Maritime Employers Association (BCMEA) has provided an industry-standard accommodation policy and process that SSA Marine will be implementing this year. Although this delayed our policy rollout, we believe having an industry-wide standard will provide a more consistent experience for all employees working on the Vancouver waterfront.

      2024/2025 Actions: We published a new Accommodation Policy in November 2024, including specific details regarding access career advancement and training opportunities. The policy is available in our Employee Handbook, on our internal SharePoint, and is communicated to new employees during onboarding.

      The policy provided details on:

      1. Relevant definitions
      2. Roles and responsibilities
      3. The request process
      4. Handling medical or other confidential information
      5. Appeals

      2.4 Assess the effectiveness and impact of past manager training related to accessibility and inclusion training programs starting in 2024.

      Status: In Progress

      Action: We began the assessment of our accessibility and inclusion training by surveying employees on their level of satisfaction with the Diversity, Equity and Inclusion (DEI) program provided by Blue Ocean Brain. Roughly 88% of SSA Marine’s employees have participated in at least one Blue Ocean Braining course and we received 52 responses to the survey. Overall, the results were very positive with 90% of employees reporting that they found the core lesson to provide moderate to extreme insight into creating a more diverse, equitable, and inclusive environment.

      25% of employees have requested additional topics related to DEI. We will continue to examine the effectiveness of these programs and look for more ways for our employees and managers to further the understanding of DEI.

      2024/2025 Actions: SSA is working with the Waterfront DEI Council to establish a new Employee Perceptions surveyto better assess employee experience and needs related to accessibility and DEI including the impact of training. The 2025/2026 survey will aim to establish a new baseline for each member company to understand the current state and provide insights on where improvements are needed. These insights will be used in the development of our future accessibility goals. 

      2.5 Conducting an audit of employee-facing human resources systems and tools to identify barriers and develop a barrier removal plan by 2026.

      Status: In Progress  

      2024/205 Actions: As part of the BCMEA DEI Council’s DEI Audit Self-Assessment, we reviewed our current policies and practices to make sure we have an up-to-date Equal Employment Opportunity statement, our policies account for female work and minority work experience, we are actively complying with the duty to accommodate legislation, our employees have a mechanism for reporting workplace misconduct including a clear response process, and we actively adhere to pay equity legislation.

      Publishing the inclusive policies is only the first step; our next step is to ensure they are being implemented and followed effectively. In partnership with the Waterfront DEI Council, we are hoping to develop a more in-depth self-assessment and employee DEI perceptions survey to better understand the impact that our policies have in practice on our work environment.

      Goal 3: Launch a comprehensive employee communication campaign starting in 2023 to inform them of new accessibility policies and services available to them. Communications will include awareness of disability definitions and common barriers to accessibility.

      Status: Ongoing

      2023/2024 Actions: We have begun rolling out communication to our employees regarding our accessibility initiatives. We have started with defining disability and common barriers in the workplace to help inform our internal communication standards. This work is closely linked to our initiatives in “Area 4: Communications.”

      2024/2025 Actions: SSA, in partnership with our consultants, has launched a new Inclusive Communication Guide that promotes inclusive communication practices and standards. More details on the guide are provided in “Area 4: Communications” of this report.

      These standards will support our ongoing efforts to share information about accessibility at SSA Marine and other SSA companies. Our goal for 2026 is to create a communication plan for all new accessibility initiatives that covers everything from approval to FAQ for employees and other stakeholders where relevant.

      Area 2: Built Environment

      Goal 1: Create a physical environment that is free from barriers and provides safe access to all employees by: 

      1.1 Completing the addition of an accessible ramp to the North Vancouver office building by June 2023.

      Status: Complete

      2023/2024 Actions: A new ramp into SSA Marine’s office in North Vancouver was added to the facility in the first half of 2023.

      2024/2025 Actions: This goal was completed in 2023, and no additional action has been taken since our last progress report.

      1.2 Implementing training for all new employees during onboarding on the proper use of accessibility features throughout the facilities by December 2023.

      Status: Complete

      2023/2024 Actions: We have completed the “Accessibility Technology Guide” and posted it for employees on the SharePoint Hub. The Guide will be shared with new hires during onboarding to ensure all new employees are familiar with the accessibility features throughout the facilities.  Further details on this are provided in “Area 3: Information & Communication Technologies.”

      2024/2025 Actions: SSA is in the process of integrating a new intranet site that will allow employees to access information including policies, best practices, and guides in an accessible digital environment. While in development, our HR team actively shares information about our “Accessible Technology Guide” and Accommodation process during onboarding for all new employees.

      1.3 Allocating and communicating a designated quiet space at all work locations for employees by December 2023.
      Status: Amended & Complete

      2023/2024 Actions: We explored ways to create a quiet space for our employees, but because of limited space, we did not find a suitable location. Therefore, we had to amend the goal. We aimed to ensure that employees could access resources to support a healthy work-life balance and manage stress. As such, we have expanded the coverage of our Employee and Family Assistance Program to provide employees with additional resources.

      2024/2025 Actions: This goal was completed in 2023, and no additional action has been taken since our last progress report.

      1.4 Conducting a formal inventory and list of upgrades for all common spaces by June 2024, including but not limited to, lunchrooms, washrooms, shower facilities, common areas, access points, and parking spaces that will need to be upgraded with accessibility features.

      Status: Complete

      2023/2024 Actions: Our facilities team has engaged the Rick Hansen Foundation (RHF) to perform a full assessment of all SSA Marine’s locations. We are currently in the process of getting a quote from RHF for the assessment and gap analysis to identify best practice measures for accessible facilities.

      Once the gap analysis has been completed and we understand what work will need to be done at each of our locations, our on-call contractors will provide a quote to complete the work. This will help us figure out the budget and timeline for making our buildings more accessible.

      2024/2025 Actions: We worked with Universal Access Design, a Rick Hansen Certified (RHFAC) contractor to complete the accessibility assessment of our built environment. The Lead design consultant, Stan Leyenhosrt, a wheelchair user and RHFAC accredited consultant, provided valuable insights into enhancing accessibility in our administration building at Lynnterm, North Vancouver.

      We received a preliminary score of 579 points (78%), earning Lynnterm an Accessibility Certified designation. An additional 19 points would bring Lynnterm up to 80% and elevate the designation to Accessibility Certified Gold.

      1.5 Establishing a priority list, budget and approvals for all accessibility upgrades by June 2025.

      Status: In Progress

      2023/2024 Actions: Once we have completed the consultation with the Rick Hansen Foundation, we will be able to provide an update on the anticipated budget and timeline for additional upgrades throughout the facility.

      2024/2025 Actions: Based on the accessibility assessment results from Universal Access Design, budgets have been established and approved for our Lynnterm building. Our DEI Committee is currently reviewing the approved projects and working to establish a priority list. Examples of the projects we are committed to include:

      • Adding vertical signage for our designated accessible parking stalls
      • Adding variable heights to our reception desk
      • Adding washroom identification signs at an appropriate height on the door
      • Adjusting the required force to open accessible washroom doors
      • Adding additional grab bars in the accessible washrooms
      • Repositioning the flush mechanism on the toilets to make it more accessible
      • Improving the emergency exit and evaluation instruction signage
      • Upgrading the handrails for better accessibility

      Additional projects related to power-operated doors and assistive technology are also being considered at this time.

      Goal 2: Provide a barrier-free environment for members of the public travelling through the Victoria Cruise Terminal by:

      2.1 Establishing designated service animal relief areas outside the terminal, inside the terminal on the path of travel, and in restricted access areas beyond security checkpoints by December 2023.

      Status: Complete

      2023/2024 Actions: Designated service animal relief areas were added inside and outside the terminal, as well as in the restricted areas beyond security checkpoints at the Victoria Cruise terminal in the first half of 2023.

      2024/2025 Actions: This goal was completed in 2023, and no additional action has been taken since our last progress report.

      2.2 Conducting a formal inventory and list of upgrades for all areas accessed by the public, including but not limited to washrooms, access points, and parking spaces that will need to be upgraded with accessibility features by June 2024.

      Status: Complete

      2023/2024 Actions: The Victoria Cruise Terminal will be included in the gap analysis assessment with the Rick Hansen Foundation.

      2024/2025 Actions: We worked with Universal Access Design, a Rick Hansen Certified (RHFAC) contractor to complete the accessibility assessment of our built environment. The Lead design consultant, Stan Leyenhosrt, a wheelchair user and RHFAC accredited consultant, provided valuable insights into enhancing accessibility at the Victoria Cruise Terminals.

      We received a preliminary combined score of 489 points (73%), earning the Victoria Cruise Terminal an Accessibility Certified designation. An additional 45 points would bring Victoria Cruise Terminal up to 80% and elevate the designation to Accessibility Certified Gold.

      2.3 Establishing a priority list and budget for all accessibility upgrades by June 2025.

      Status: Complete

      2024/2025 Actions: Our team has established a list of priorities for accessible improvement to the Victoria Cruise Terminals based on the assessment conducted by Universal Access Design. Improvements include:

      • Improved tactile indicators
      • Reducing access ramp slope
      • Improved washroom accessibility
      • Improved kitchen accessibility
      • Increased seating
      • Installing assistive listening systems
      • Improved visual emergency systems
      • Lower point-of-sale desks

      2.4 Obtaining approval and establishing a timeline for the implementation of all accessibility upgrades by June 2026.

      Status: In Progress

      2024/2025 Actions: We are actively working on the accessibility improvements listed above. We have a targeted completion date of June 2026. 

      Area 3: Information and Communication Technologies (ICT)

      Actions

      Goal 1: Ensure that all employees have access to the tools and systems they need to perform their job duties by:

      1.1 Consulting with professionals with lived experience of disability to develop a formal process for employees to request adaptive technology for interpretation and accessibility by January 1, 2024.

      Status: Complete

      2023/2024 Actions: SSA Marine’s IT Onboarding Checklist form now includes a section for accessibility. The form is completed by HR and the new employee’s manager in consultation with the new employee to ensure any IT-related accessibility tools are provisioned in advance of the employee’s first day. Additionally, a new accessibility section has been added to the “IT Policies and Standard Operating Procedures” which will be shared with employees during orientation.

      2024/2025 Actions: Our HR team went through an orientation session to review and understand the Accessibility Technology Request process, the New Employee IT Checklist, and the Accessible Technology Guide. This will allow them to provide new employees with additional support during onboarding.  

      Now when a new employee joins any of the SSA companies, they are provided with a New Employee Computer Orientation Checklist which includes the Accessibility Technology Guide and a training video that walks them through the guide.

      1.2 Establishing an understanding of employees’ need for adaptive technologies, then creating a budget for securing and implementing adaptive technologies requested by employees starting in 2024.

      • Identifying government programs that offer employers subsidies to provide adaptive technologies starting in 2024.

        Status: Complete

        2023/2024 Actions: The IT team at SSA Marine has included adaptive technologies including Microsoft native software (Narrator/screen reader, Magnifier, Voice Access, Live Captions, Virtual Assistant) and accessible input devices (adaptive keyboards/mice) in their budget. These tools and systems can be made readily available for all our employees upon request.

        2024/2025 Actions: This goal was completed in 2024, and no additional action has been taken since our last progress report.

        1.3 Amending guidelines for fonts and colour schemes for all digitally published and broadcast communication materials by December 2024 and implementing the guidelines starting in 2025.

        Status: In Progress

        2023/2024 Actions: SSA Marine works with a 3rd party vendor to develop and maintain our website. The vendor conducted a full accessibility audit in 2023 to ensure that we meet Web Content Accessibility Guide 2.1 AA standards. We continue to update our branding guidelines as needed and review them on an annual basis. Additionally, we have implemented standards on LinkedIn, our primary social sharing platform, to ensure alt tags are added to any image or attachment associated with a social post.

        2024/2025 Actions: Our branding guidelines are now owned by our parent company SSA, and our website has been updated to reflect the new brand standards. There are plans for SSA to review brand guidelines in Q2 2025. While the SSA Marine team will not own this project, we will aim to work with our parent company to consider accessibility when establishing new brand standards. We will be conducting another assessment of the website to confirm our WCAG 2.1 status.

        We continue to use LinkedIn as our primary external communication channel and provide alt tags to all of our images and attachments.

        Goal 2: Further understand the barriers that exist in our ICT infrastructure and ensure plans are in place to remove barriers where possible and upgrade our standards to WCAG 2.2 by:

        2.1 Creating an internal ICT Accessibility Assessment tool by December 2023.

        Status: Complete

        2023/2024 Actions: Our objective to create an internal ICT Accessibility Assessment tool has been delayed slightly to allow SSA Marine to work with the BC Maritime Employers Association (BCMEA) and other leaders in the maritime industry to establish industry-wide standards for ICT Accessibility. The BCMEA published an industry-wide assessment tool in early 2024 which will allow us to remain on track for the other two elements of this goal.

        2024/2025 Actions: The ICT Accessibility Audit tool was completed and made available to all BCMEA member companies in 2024.

        2.2 Conducting an Accessibility Assessment of all ICT systems by December 2024.

        Status: In Progress

        2024/2025 Actions: An initial audit was conducted on our website and web applications; however, the new SSA brand guidelines will require that we conduct a new assessment which is planned for this year; we will then use the BCMEA ICT Accessibility Audit tools at that time.

        2.3 Establishing actionable goals to address any barriers identified during the assessment by December 2025.

        Status: Pending

        Area 4: Communication, other than ICT

        Actions

        Goal 1: Develop and incorporate a communication standard designed to eliminate barriers and ensure accessibility from the outset by: 

        1.1 Establishing a best practice manual that incorporates accessible design principles and communication standards (e.g., plain language) for creating documents, presentations, memos, etc. for all published and broadcast communication materials by December 2024.

        Status: Complete

        2024/2025 Actions: In partnership with the BC Centre for Ability and Envol Solutions Inc., we developed SSA’s Inclusive Communication Guide. The Guide includes definitions for inclusive communication and accessibility, best practices for general inclusive communication in print and digital media, guidance on inclusive communication for face-to-face interactions, and details on creating communication materials such as slide decks, social media posts, and emails.

        The Guide has been made available to all SSA employees through our SharePoint and was actively shared with employees directly responsible for communications including marketing, human resources, and customer service.

        1.2 Providing regular training for key stakeholders on effective communication strategies for accessible communication starting in 2024.

        Status: Complete & Ongoing

        2024/2025 Actions: Following the publication of SSA’s Inclusive Communication Guide, we launched our first live Inclusive Communication training sessions. This session was designed for employees directly responsible for communications including marketing, human resources, and customer service.

        The session was recorded and will be made available to all employees and provided during onboarding for new employees.

        1.3 Collecting feedback from employees and the public regarding our overall communication strategy and the level of accessibility starting in 2026. 

        Status: Pending

        Goal 2: Ensure that all employees have access to training opportunities and career advancement by:

        2.1 Establishing a process for employees to request accommodations in advance of training sessions to ensure that training platforms and materials are accessible by December 2023.

        Status: Complete

        2023/2024 Actions: Our plan to set up training to help employees who need accommodations for training has been pushed into 2024. As mentioned in “Area 1: Employment,” SSA Marine is collaborating with the BC Maritime Employers Association and other employers on the Vancouver Waterfront to create a standard for accommodations across the industry. Although this delay affects our policy rollout, we think having an industry-wide standard will provide a more consistent experience for all employees working on the Vancouver waterfront.

        2024/2025 Actions: We have now published our new Accommodation Policy and provided specific instructions for employees to request an accommodation for training purposes. When employees are invited to a training session or a new training is made available, employees are reminded of the policy and that they may request accommodation for each specific training.

        Area 5: Procurement of Goods, Services and Facilities

        Actions

        Goal 1: Incorporate accessibility as a key component in the procurement of goods, services and facilities by:

        1.1 Including accessibility consideration in the development of a Responsible Procurement policy by December 2026.

        Status: In Progress

        2023/2024 Actions: SSA Marine is in the process of establishing a new Enterprise Resource Planning tool that will need to be taken into consideration when revising our Procurement Policy.

        2024/2025 Actions: The new Enterprise Resource Planning tool was implemented in 2024 and is now available for all our Canadian entities. Additionally, a new global procurement and purchasing process is being set up by our parent company. We are in the beginning stages of creating an internal purchasing department that will own this process.

        1.2 Establishing a formal process to re-evaluate agreements with existing vendors to address barriers that exist in the procurement process and delivery of those goods, services and facilities by December 2026.

        Status: Pending

        Area 6: Design and Delivery of Programs and Services

        Actions

        Goal 1: Ensure customers and passengers travelling through the Victoria Cruise Terminal are aware of and have access to information about the services and facilities available to them by:

        1.1 Publishing the following information on our website and in multiple formats by December 2024:

          • hours of operation
          • location of the designated parking area
          • location of designated drop-off and pick-up areas
          • passenger assistance information, including telephone numbers for accessibility information
          • wheelchair or electric cart services
          • location of designated relief areas for service animals
          • accessible inter-terminal transportation
          • accessible ground transportation
          • complaint resolution services
          • escort passes; and
          • any other relevant information.

        Status: In Progress

        2023/2024 Actions: As the operator of The Breakwater District Cruise Terminal in Victoria, we have posted the following information on our website:

        • Passenger assistance information, including telephone number/email for accessibility information
        • Wheelchair availability
        • Availability of service animal relief areas
        • Complaint resolution email/phone number provided

        This information can be found on our Cruise Services Website. To further progress toward providing passengers with clear, details information about the services provided at the cruise terminal, SSA Marine is working with the Victoria Cruise team to collect the missing information and ensure it is posted to the website. The following information still needs to be added:

        • hours of operation
        • location of designated parking areas
        • location of designated drop off and pick up areas
        • Information about accessible inter-terminal transportation
        • Information about accessible ground transportation
        • Information about escort passes
        • Map of the terminal identifying key accessibility features, including service animal relief areas

        2024/2025 Actions: Additional progress towards this goal is currently pending work being done at the Victoria Cruise Terminal (see “Area 2: Built Environment, Goal 2). When the work is complete, we will be able to finalize the additional details on our website.

        1.2 Conducting an audit of the Victoria Cruise Terminal to assess opportunities to implement accessibility safety measures, such as tactile and high contrast markers on walkways, by 2026.

        Status: In Progress

        2024/2025 Actions:

        Goal 2: Provide a barrier-free experience for our customers and passengers travelling through the Victoria Cruise Terminal by:

        2.1 Providing regular accessibility training informed by subject matter experts for public-facing employees starting in 2024.

        Status: In Progress & Ongoing

        2023/2024 Actions: Our employees can take part in Disability Inclusion & Awareness Training (DIAT) provided by the Victoria Disability Resource Centre. Additional information has been provided below in the section on “Personnel Training” in “Area 7: Transportation

        For more information about the DIAT and the Victoria Disability Resource Centre, visit https://drcvictoria.com/services/dat/. 2024/2025 Actions: Our public-facing employees were provided accessibility training through Universal Access Design. Additional sessions will be held on an ongoing basis to ensure employees stay up to date on their training and any new employees receive training. Our next session will be later in 2025.

        2.2 Establishing a point of contact (e.g., an existing customer service desk) at the Victoria Cruise Terminal where travellers can inquire about accessible facilities, request assistance, and/or submit recommendations for improvements to accessibility by 2026.

        Status: Pending

        Area 7: Transportation

        Area 7.1: Signage

        Goal 1: Provide cruise passengers with barrier-free access to the Victoria Terminal by:

        1.1 Establishing priorities, timelines, and budget and securing approvals from GVHA and SSA Marine in 2023 for accessibility enhancements (e.g., incorporating Braille on washroom signage).

        Status: Complete

        2023/2024 Actions: The Greater Victoria Harbour Authority (GVHA) has provided SSA Marine with a budget to begin sign upgrades at the Victoria Cruise terminal. Upgrades to all ‘wayfinding’ signage have begun on a priority and approval basis. Additional information on the upgrades is provided in the next section. 

        Tactile signage was previously installed for washrooms and service animal relief areas.

        2024/2025 Actions: A full assessment and priority list of improvement was completed in 2024. For further details please see Area 2: “Built Environment, Goal 2”.  

        1.2 Implementing signage accessibility enhancement priorities throughout the Victoria Terminal by June 2026.

        Status: In Progress

        2023/2024 Actions: The GVHA has contracted a 3rd party vendor to design the signs, and SSA Marine has contracted a local sign company to fabricate and install the signs. The GVHA’s design was made available to SSA Marine on April 1, 2024, and sign installation began shortly thereafter.

        2024/2025 Actions: All signage on the terminal was replaced. The new signage is compliant with the Nation Standard of Canada CAN-ASC-2.4 – Wayfinding and Signage standards. Some minor adjustments to the signage were identified during the accessibility assessment with Universal Access. These adjustments have been accounted for in our plans for improvements to the Built Environment.

        Area 7.2: Personnel Training

        Goal 1: Ensure the passengers with disabilities have access to the services and support to travel through the Victoria Terminal by:

        1.1 Providing training informed by subject matter experts to all staff who may interact with people with disabilities from the public starting in 2024. The training will include best practices for communicating with travellers, what services to offer people with disabilities, how to provide physical assistance, and how to handle mobility aids and other special equipment including service animals.

          • Establishing a timeline for when new employees will receive training and a regular schedule for refresher courses.
          • Keeping employees and management accountable for maintaining records of when employees have been trained.

          Status: Complete & Ongoing

          2023/2024 Actions: Our employees can take part in Disability Inclusion & Awareness Training (DIAT) provided by the Victoria Disability Resource Centre. This training, also called Anti-Ableism Training, is specifically designed for those working in customer service. It teaches, trains, and offers resources to help create and sustain a fully inclusive business or organization. The initial session was held in April 2024, and we’re collaborating with the Victoria Disabilities Resource Centre to schedule more sessions in the future.

          For more information about the DIAT and the Victoria Disability Resource Centre, visit https://drcvictoria.com/services/diat/.

          2024/2025 Actions: All employees received training in 2024. The next session is scheduled for 2026 to make sure staff stay up to date on their training and any new employees are also trained.

          Area 7.3: Terms and Conditions

          Terms and Conditions are a priority area outlined in the Transportation Canada Act. Western Stevedoring is dedicated to ensuring barrier-free access to the Victoria Cruise Terminal for all passengers but is not responsible for establishing tariffs, rates, fares or charges concerning the transportation of people with disabilities.

          Where we work with GVHA, carriers, and other entities of WSCL, Western Stevedoring will facilitate, promote, and encourage high standards of accessibility and the removal of barriers.

          FEEDBACK INFORMATION

          In the first year following the publication of SSA Marine’s Accessibility Plan, we did not receive any feedback from employees, customers, or the general public. As such, we were unable to incorporate any feedback into our first Progress Report.

          In an effort to be more proactive in our collection of feedback, we have started to identify opportunities to seek feedback from employees in a more ongoing process. We integrated two:

          1. Asking new employees about accessibility during their onboarding process
          2. Asking general diversity, equity, and inclusion questions as part of our Great Places to Work annual survey.

          Onboarding Feedback

          Our onboarding survey asks new employees the following questions:

          1. How would you rate your overall onboarding experience so far?
          2. Did you feel adequately prepared on your first day?
          3. Were all necessary tools, equipment, and access set up and ready for you?
          4. How would you rate the clarity and usefulness of the training materials or resources provided?
          5. Do you have a clear understanding of your role and responsibilities?
          6. Were the goals and expectations for your position clearly communicated?
          7. Did you have an opportunity to meet and connect with your team members and relevant colleagues?
          8. How clearly was our commitment to accessibility communicated to you during onboarding?
          9. Did you find information about requesting accommodations easy to locate?
          10. What could we have done to make your onboarding experience better?

          Between June 2023 and June 2025, SSA Marine onboarded 12 employees. Unfortunately, in that time, we did not receive any specific feedback from employees regarding accessibility.

          Great Places to Work Survey

          The Great Places to Work (GPTW) Survey examines multiple aspects of our business from the employee’s perspective, including equity, fairness, and justice. Examples of the questions asked in the survey include:

          1. This is a psychologically and emotionally healthy place to work.
          2. People here are treated fairly regardless of their age.
          3. I can be myself around here.
          4. People here are treated fairly regardless of their race.
          5. People care about each other here.
          6. Our facilities contribute to a good working environment.
          7. People here are treated fairly regardless of their sexual orientation.
          8. Management shows a sincere interest in me as a person, not just an employee.
          9. I am treated as a full member here regardless of my position.
          10. I am able to take time off from work when I think it’s necessary.

          While the questions posed in the GPTW Survey are more general, we feel that there are some valuable insights from the results that can help inform the level of overall accessibility at SSA Marine and SSA as a whole.

          Between 2023 and 2024, SSA saw an improvement in our scores across equity, fairness, and justice:

          1. Equity: +5 points from 56% to 61%
          2. Fairness: +5 points from 65% to 70%
          3. Justice: +7 points from 75% to 82%

          We believe that these results show SSA Marine’s dedication to improving our employee experience for all employees, including those with disabilities.

          Collecting feedback specifically on the Accessibility Plan, Progress Reports, and overall accessibility at SSA Marine has been a challenge. We are actively working internally and with our partners at the Waterfront DEI Council to build out new mechanisms for collecting feedback.

          CONSULTATIONS

          Summary

          Understanding the lived experience of people with disabilities is a key factor in the development of our Accessibility Plan and our first Progress Report. The Government of Canada’s Accessibility Strategy starts with the guiding principle, “Nothing without us”. These plans and strategies cannot meaningfully progress accessibility without input and guidance from people with disabilities. SSA Marine worked with the British Columbia Centre for Ability (BCCFA) in the review and development of our Progress Report.

          Consultation Process

          We provided the BCCFA with a draft of our Plan for their review. We followed this with a live session to discuss the impact and significance of our goals towards creating an accessible workplace and experience for our employees, customers and the public.

          The session was hosted via Teams on April 16, 2025, with the BCCFA. We inquired about any accommodations that could be made to support the full engagement and participation of the BCCFA consulting team in advance of the meeting.

          During the consultation session, each priority area of the Plan was discussed and accompanied by a presentation visible to all participants.

          Results

          During the consultation session, each of SSA Marine’s goals and corresponding actions that have been taken over the last year to progress our Accessibility Plan forward were discussed. We asked the members of the BCCFA team the following questions about each action:

          1. Is the action written clearly and easy to understand?
          2. What are your initial impressions of the actions we have taken?
          3. Do you feel that the actions adequately address the needs of people with disabilities?
          4. Will the action taken have a positive impact?
          5. Is there an alternative action that would have a better impact?
          6. Are there any additional actions that you would suggest we take at this time?

          The BCCFA offered strong support for the accessibility plan and shared a few thoughtful suggestions to enhance it further. They recommended noting that the BCCFA is subscribed to SSA Marine’s job alerts, which could demonstrate a direct link to the disability community and show proactive recruitment efforts. We have added this to our plan and will continue to work with the BCCFA to identify appropriate roles to share with their network.  

          They also encouraged us to consider using “gender” instead of “sex” in future demographic data collection, noting that this terminology is more inclusive and aligns with best practices. Lastly, they suggested exploring potential funding opportunities for accessibility-related upgrades, such as signage, to support our ongoing efforts to improve accessibility at SSA Marine as quickly as possible. We are looking into these options and will consider how to implement them into future activity.

          Further Consultations

          To truly exemplify the notion of “Nothing Without Us”, SSA Marine aims to conduct a more robust consultation process. Our goal is to work with additional organizations, collect testimonials and feedback from our employees and customers, and survey the public (where applicable) for future updates and republications of our Accessibility Plan.