Accessibility Plan 2026 to 2028

A graphic depicting people with disabilities.

The City of Kingston is committed to creating an inclusive environment for residents of all abilities. The Multi-Year Accessibility Plan is what the City of Kingston follows to prevent and remove barriers to accessibility and is required under the Accessibility for Ontarians with Disabilities Act (AODA). The plan builds on the City’s success of meeting the legislative requirements and vision of going above and beyond to make municipal services and facilities more accessible and inclusive.

The current plan ends in 2025, and we are asking for input as we write the update.

Keep in mind, the City of Kingston Multi-Year Accessibility Plan covers only City facilities, services, and public places. Private businesses, their physical layout, and services, are under the jurisdiction of the province under the AODA and the Ontario Building Code.

You can review the progress that has been made on the last plan. This will show what action was taken on previous goals.

Public engagement phase 2

Let us know what you think!

After the first phase of public engagement City staff took the feedback we received and compiled it then used it to write the first draft of the new Accessibility Plan.

Please review the draft below (it will be available on May 26 at 8 a.m.) and let us know what you think in the comment box at the bottom of the article. City staff will use that feedback to refine the draft before bringing it to the Municipal Accessibility Advisory Committee in the fall.

Comment period runs from May 26 at 8 a.m. to June 16 at 11:59 p.m.

The City of Kingston is committed to creating an inclusive environment for residents of all abilities. The Multi-Year Accessibility Plan is what the City of Kingston follows to prevent and remove barriers to accessibility and is required under the Accessibility for Ontarians with Disabilities Act (AODA). The plan builds on the City’s success of meeting the legislative requirements and vision of going above and beyond to make municipal services and facilities more accessible and inclusive.

The current plan ends in 2025, and we are asking for input as we write the update.

Keep in mind, the City of Kingston Multi-Year Accessibility Plan covers only City facilities, services, and public places. Private businesses, their physical layout, and services, are under the jurisdiction of the province under the AODA and the Ontario Building Code.

You can review the progress that has been made on the last plan. This will show what action was taken on previous goals.

Public engagement phase 2

Let us know what you think!

After the first phase of public engagement City staff took the feedback we received and compiled it then used it to write the first draft of the new Accessibility Plan.

Please review the draft below (it will be available on May 26 at 8 a.m.) and let us know what you think in the comment box at the bottom of the article. City staff will use that feedback to refine the draft before bringing it to the Municipal Accessibility Advisory Committee in the fall.

Comment period runs from May 26 at 8 a.m. to June 16 at 11:59 p.m.

  • Tell us what you think about the draft plan

    After the first phase of public engagement City staff took the feedback we received and compiled it then used it to write the first draft of the new Accessibility Plan.

    Please review the draft below and let us know what you think in the comment box at the bottom of the article. City staff will use that feedback to refine the draft before bringing it to the Municipal Accessibility Advisory Committee in the fall.

    Let us know what you think!

    Comment period ends on June 16 at 11:59 p.m.

    Draft Accessibility Plan

    The City of Kingston has developed guiding principles for each of the five standards. These five principles can be found at the beginning of each section to follow, along with specific goals to achieve greater accessibility and remove barriers within that standard.

    The principles and goals were developed based on the feedback received during the first round of public engagement and consultation with City staff.

    Customer Service

    The City of Kingston will ensure that interactions between City employees and residents respect the dignity, independence, integration, and equal opportunity for all people. Staff will be empowered to consider the needs of people with disabilities when removing barriers to goods, services and facilities, with a focus on the highest level of inclusion.

    Goals

    • Kingston Transit and Kingston Access Bus Services (KABS) will explore a pilot program to allow KABS passengers to use their monthly transit passes interchangeably on both services at no additional cost to passengers.

    • Conduct a pilot program that will install a hearing assist system at a City facility offering front-line customer service.

    • Staff will explore and participate in training opportunities in a variety of areas related to accessible customer service and intersecting between accessibility and other Indigenization, equity, diversity and inclusion related topics. Staff will explore partnerships with community organizations in the provision of these training opportunities.

    • Continue to improve access related to the patron experience at the Kingston Grand Theatre through ongoing staff training and based on industry best practices.

    • Hire a dedicated staff resource with responsibility for accessibility and align that position within the Community Development, Wellbeing and IIDEA Department.

    • Review the process for accessible seating areas at special events organized by the City, with a goal of creating multiple areas to accommodate differing accessibility needs.

    • Fulfill a connector/convener role for volunteer service organizations, facilitating connection with service recipients and assisting in system navigation for those seeking services.

    • Review programming at the PumpHouse Museum and MacLachlan Woodworking Museum with a goal of increasing sensory-friendly programs.

    • Increase the number of municipal services offered at a discount through the Municipal Fee Assistance Program. Staff will work to improve community awareness and access to the program and reduce barriers in the application process.

    • Offer funding to housing providers for use in upgrading facilities for physical accessibility needs.

    • Increase facility user awareness of City policy with respect to service animal access to recreation facilities.

    • Maintain partnerships and explore expanded opportunities with community organizations for the provision of inclusive programming, including arts and job skills programming.

    • Work directly with residents on an individual basis to determine accommodation requirements for the solid waste cart collection program.


    Information and Communication

    The City of Kingston will communicate with residents using a variety of methods and techniques to ensure that information is available to all residents in the format that best suits their needs. The City will actively seek feedback regarding the accessibility of programs and services from all residents. Proactive steps will be taken to inform the community on how to report accessibility barriers.

    Goals

    • Continue to provide information on City programs and services using the widest variety of communications tools possible to ensure that all residents have an opportunity to stay informed.

    • Update the Kingston Transit accessible services handbook.

    • In partnership with the Awareness & Education Project Team, create and execute public awareness campaigns regarding accessibility. Campaign specifics are to be determined based on timing and areas of greatest need as identified by the community.

    • Continue to engage with businesses groups and organizations to share information and uncover opportunities to educate and inform businesses on the importance of accessibility.

    • Provide multiple points of entry for residents related to arts programming and projects, including Grand OnStage and the installation of temporary and permanent public art projects.

    • Conduct continuous awareness and education for residents regarding how to report accessibility barriers. Reporting of barriers will be possible through a variety of communication channels, and in accordance with the Accessibility Standards Policy.

    • Examine the use of artificial intelligence chatbots or virtual assistants to ensure better access to City information.

    • Create and distribute stickers for residential homes to identify for first responders that an occupant may require special assistance due to a disability.

    • Create and distribute to personal support workers a fire safety checklist to identify hazards in homes. Fire Prevention staff would then follow up with residents to identify and assist in removing hazards.

    • Provide grant writing assistance for people and organizations applying to the City of Kingston Arts Fund.

    • Continue to update and expand upon the number of facilities and parks, as well as features, contained in the City’s Accessibility Features map.

    • Develop and maintain a list of community organizations related to the area of accessibility. The list will contain contact information, to be used by staff to ensure appropriate groups are consulted as part of City engagements.

    • Conduct regular monitoring and evaluation of the City website and other digital assets to ensure compliance with accessibility requirements.

    Employment

    The City of Kingston will support the recruitment of potential employees and retention of current employees by ensuring that policies, practices, and workplaces are accessible. The City recognizes that the needs of every potential and current employee with a disability are unique and will dedicate the time and effort to understanding those needs.

    Goals

    • Examine job requirements and minimum qualifications to reduce barriers to application for persons with disabilities and ensure only bona fide qualifications are listed.

    • Continue the use of the DiscoverAbility Network, a closed job board that allows employers to connect directly with persons with disabilities seeking employment.

    • Seek out grants and funding sources from the federal and provincial levels of government to promote equitable and gainful employment through community programs.

    • Continue training of staff with hiring responsibilities on bias & heuristics and inclusive hiring principles.

    • Work with secondary schools on potential co-operative work programs that would place high school students with disabilities with City departments to gain work experience.

    • Continue participation in Disabilities Mentoring Day and associated events.

    Transportation

    The City of Kingston will ensure that public transit and transit infrastructure is accessible to all residents through the prevention and removal of barriers. This includes conventional transportation services offered by Kingston Transit, specialized transportation services offered by Kingston Access Bus Services (KABS), and accessible taxicab service offered by the Kingston & Area Taxi Licensing Commission (KATLC).

    Goals

    • Kingston Access Bus Services (KABS) provides specialized transportation services in the City of Kingston. The City of Kingston funds KABS and ensures that it complies with its obligations (as a specialized transportation service provider) under the AODA through a service agreement. KABS staff will monitor ridership trends, including historical ridership data and new service requests, when estimating future demand. During the annual budget request process, KABS utilizes this data to drive service plans, which will be presented to the City of Kingston during the budget process. Additionally, KABS will participate in the annual public meetings held by Kingston Transit to obtain feedback on its accessibility plans, and present information annually to the City’s accessibility advisory committee.

    • Hold an annual public meeting in an accessible location, and accessible via public transportation, to receive feedback regarding the accessibility plan for Kingston Transit. Staff will also report annually to MAAC regarding accessibility plans.

    • Implement partially touchless mobility securement systems on all new bus purchases, allowing transit passengers using mobility devices to independently secure themselves. The partially touchless mobility system will represent one of the two required mobility device securement areas, and will be available on a first-come, first-served basis.

    • Continue to invest in the upgrading of bus shelters, stop infrastructure and connectivity to pedestrian access points such as sidewalks and pathways. Installing upgraded accessible bus stops and shelters will be considered as part of all integrated infrastructure project planning between City departments.

    • KABS operators perform a daily pre-trip inspection, which includes all accessibility equipment. In addition to this daily process, all accessibility equipment is checked and serviced during regular preventative maintenance intervals. In the event of an on-route failure of any accessibility equipment, operators are trained in alternate methods of utilizing accessibility equipment (i.e., manual use of wheelchair lift). In the unlikely event of a total equipment failure, a replacement vehicle would be dispatched to the location of the failed vehicle to accommodate the affected passenger as soon as possible. If the equipment failure affected a rider on the vehicle, they would be kept informed of the expected length of the delay by the operator. Any effects to downstream customers would be managed by the dispatch/office staff, including phone calls to the affected passengers to inform them of the anticipated length of the delay. KABS also utilizes a local taxi company to provide services to ambulatory passengers in the event of a service delay, allowing other accessible vehicles to be redirected to assist the vehicle experiencing the delay.

    • Kingston Transit staff will complete pre-trip inspections and monitor vehicle conditions throughout trips to ensure that accessibility equipment is operational. Staff will follow the standard procedures, as defined by Kingston Transit, during equipment malfunctions. If accessibility equipment is not usable, staff will contact a supervisor to request a change of bus, and communicate with passengers regarding the delay, timings, and solutions.

    • Consult with persons with disabilities, residents, and the Municipal Accessibility Advisory Committee on the availability of on-demand accessible taxicabs and report on the progress made towards meeting the need for on-demand accessible taxicabs via annual updates to this plan.

    • Staff will monitor and adjust as appropriate the funding provided to the KATLC from transportation network company licensing revenues. Funds received are to be used to support the purchase of accessible taxis and to subsidize the cost of accessible taxi trips for eligible users.

    • Representatives from the KATLC and KABS will present annually to MAAC to receive feedback on accessible taxi service and specialized transportation services.

    • Work towards a more inclusive and equitable transportation network. In the Integrated Mobility Plan project, staff will embed accessibility throughout the planning and delivery of active transportation and mobility infrastructure in the creation of a transportation system for all ages and abilities.

    • Continue the installation of pedestrian crossings and intersection improvements with a goal of increasing pedestrian and active transportation user safety.

    • Create detailed information and procedures for staff with respect to the effective clearing of snow from bus stops.

    • Review the accessibility requirements for the purchase of transportation vehicles.

    Design of Public Spaces

    The City of Kingston will ensure that all newly constructed or significantly renovated public spaces, such as buildings and parks, are accessible to residents through compliance with the Ontario Building Code and the City of Kingston Facility Accessibility Design Standards. Staff will strive to create accessible public spaces and facilities where services can be obtained by people of all ages and abilities.

    Goals

    • Continue to dedicate staff to snow removal on sidewalks and bus stops and increase mechanic training for repairs to sidewalk plowing machinery to reduce equipment downtime.
    • Create a role within Public Works Services to proactively identify and address accessibility barriers in the municipal right-of-way and at pedestrian crossings.
    • Continue inter-departmental collaboration between Public Works Services and Recreation & Leisure Services to ensure that accessible features in parks and public spaces are installed and properly maintained. This includes but is not limited to tables, play equipment and rest benches. Notice for temporary services disruption to accessible features will follow the procedures outlined in the Accessibility Standards Policy.
    • Continue to proactively inspect sidewalks to assess conditions and triage for repairs.
    • Investigate the addition of universal washrooms in Slush Puppie Place and City Hall;
    • Install audible pedestrian signals as part of standard infrastructure upgrade programs, in addition to targeted replacements of aging signal infrastructure.
    • Improve physical access related to the performance areas within the Kingston Grand Theatre (where possible).
    • Continue to work with a dedicated MAAC Project Team to ensure accessibility related to temporary and permanent public art projects.
    • Begin implementation of the Playground Accessibility Plan to increase the accessibility and inclusivity of existing City parks and playgrounds.
    • Continue the partnership with the Inclusive Play Project to construct Kingston’s first highly-inclusive playground, including the ongoing maintenance of the playground once completed.
    • Review potential installation of a sensory-friendly garden at the MacLachlan Woodworking Museum.

    • Increase the number of water wheelchairs for use at City splash pads and pool facilities.

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  • What we learned - Phase 1 Engagement

    Why we engaged

    The City of Kingston is committed to creating an inclusive environment for residents of all abilities. The Multi-Year Accessibility Plan is what the City of Kingston follows to prevent and remove barriers to accessibility and is required under the Accessibility for Ontarians with Disabilities Act (AODA). The plan builds on the City’s success of meeting the legislative requirements and vision of going above and beyond to make municipal services and facilities more accessible and inclusive.

    The current plan ends in 2025 and we are seeking to consult on a new one to focus our efforts from 2026 to 2028. We wanted to hear from community members about their goals and priorities and how we can improve the next version.

    How we listened

    On Feb. 10, 2025 we launched a project page on Get Involved Kingston with a survey, an ideas tool where respondents could share general thoughts and others could engage with those, as well as an application for a number of focused interview slots. Those opportunities for feedback were advertised through a news release, newsletters, signage, social media, direct outreach and the newspaper. Feedback closed on Mar. 9, 2025.

    What we learned

    Get Involved Kingston

    During the engagement period from Feb. 10 and Mar. 9, 2025, there were more than 1,400 visits to the project page. The survey had 99 respondents, and there were 11 ideas contributed.

    Survey results

    Question 1: Do you Identify as a person with a disability?

    There were 98 responses, 47 (48 per cent) identified as a person with a disability, 45 (45.9 per cent) said the did not, and 6 (6.1 per cent) preferred not to answer.

    Question 2: How familiar are you with the City's current Multi-Year Accessibility Plan?

    There were 99 responses to this question, the largest segment of responses, 49.5 per cent, indicated they weren’t familiar with the City’s current plan. Responses are broken down in the list below in from most to least.

    • Familiar: 33

    • Not very familiar: 29

    • Not at all familiar: 20

    • I don’t know: 8

    • Very familiar: 7

    • Prefer not to answer: 2

    Question 3: The current Multi Year Accessibility Plan covered the years 2023-2025, thinking about what the City has done during this time period, what areas do you think the City has made progress in? Check all that apply.

    Responses are broken down in the list below in from most to least.

    • Design of public spaces: 34

    • Information and communication: 31

    • Customer service: 30

    • Transportation: 29

    • None: 16

    • Prefer not to answer: 14

    • Employment: 9


    Question 4: The current Multi Year Accessibility Plan covered the years 2023-2025, thinking about what the City has done during this time period, what areas do you think the City has not made progress in? Check all that apply.

    Responses are broken down in the list below in from most to least.

    • Transportation: 45

    • Design of public spaces: 41

    • Information and communication: 29

    • Customer service: 21

    • Employment: 18

    • Prefer not to answer: 18

    • None: 11

    Ideas and open responses

    The last question on the survey asked an open-ended question, “What else would you like to tell us about the previous Multi-Year Accessibility that we should consider when drafting the updated version?” As well as an ideas tool which asked respondents, “Let us know your thoughts about what the City could implement to remove barriers for people with disabilities.” The responses from both questions were read carefully and are summarized below in themes.

    99 surveys were completed in March, with 11 additional ‘ideas’ posted to the Get Involved Kingston page. Ideas posted and responses to the survey question “What else would you like to tell us about the previous Multi-Year Accessibility that we should consider when drafting the updated version?” were reviewed by staff. Each response was categorized into one of the five categories of the Multi-Year Accessibility Plan, along with the categories “Other municipal service area” and “Non-municipal service area”. Responses were further categorized based on general themes within the category.

    Customer Service

    Service provision

    6

    Disability recognition

    3

    Programs

    1

    Enforcement

    1

    Winter control

    1


    A total of 11 responses were received regarding customer service. Six suggested improving customer service to persons with disabilities. Specifically, this included making services easier to access, providing better guidance and direction for the completion of forms, providing video tours of City facilities and using a greater variety of communications methods. Three responses were received regarding City staff better recognizing the needs of persons with disabilities during in-person and electronic communications.

    Information and Communications

    MYAP related

    5

    Communication methods

    4

    Engagement

    4

    Website

    2

    Emergency Preparedness

    1

    MAAC

    1


    A total of 17 responses were received regarding information and communications. Five responses were related to the Multi-Year Accessibility Plan, with suggestions for increasing resident awareness of the Plan and improving access to the Plan. Four responses related to communications methods used by the City, with suggestions including the use of a greater diversity of communication channels, creating more access to engagements and materials online, using captioning and ASL for videos and providing video transcripts. Four responses were received regarding engagement, all focused on ensuring direct and early involvement with persons with disabilities, disability organizations, advocates and caregivers early in the engagement process, with particular emphasis on projects that effect persons with disabilities

    Employment

    Topic

    Frequency

    Expand opportunities

    2

    Two responses were received regarding employment, with both focused on improving employment opportunities for persons with disabilities with the City of Kingston.

    Design of Public Spaces

    Winter control

    16

    Parking

    7

    Sidewalk maintenance

    6

    Sidewalk construction

    4

    Infrastructure maintenance

    2

    Universal washrooms

    2

    Green space

    2

    Recreation facilities

    2

    Facilities

    1


    42 responses were received regarding the Design of Public Spaces. 16 responses were related to winter control, focused on improving sidewalk snow plowing and sanding. Specifically within this category, responses suggested more pathways be plowed, or plowed more frequently, improved or more frequent clearing of snow banks near parking and sidewalks and prioritizing sidewalk plowing. It is to be noted that this engagement took place during the winter, with a significant weather event occurring in mid-February.

    Seven responses were received regarding parking. Suggestions included creating more accessible parking spaces, offering free parking to those with accessible parking passes and improving winter control around accessible parking spaces.

    Six responses were received regarding proactive sidewalk repair and maintenance. Four responses received suggesting better connectivity between sidewalks and active transportation opportunities and more sidewalk access ramps. Two responses each were received in support of creating more public universal washrooms, creating more accessible public greenspaces and making accessibility improvements to City recreation facilities with a focus on universal design principles.

    Transportation

    Active transportation

    8

    Transit - service improvement

    3

    Transit - frequency of service

    3

    Transit - priority seating

    2

    Transit - fares

    2

    Accessible taxis

    1

    Transit - detour notice

    1

    Rural transportation

    1

    Transit - stop announcements

    1


    22 responses were received regarding Transportation. Eight responses were related to active transportation, including support for more cycling lanes, greater connectivity between active transportation modes and routes, increasing bicycle parking, and increasing consideration of vulnerable road users when constructing and maintaining active transportation infrastructure.

    12 responses were received regarding Kingston Transit. Three were related to service improvements (free Wi-Fi on buses, better labelling of routes, enforcing scent-free policies for employees), three supported increased service times or number of routes, two supported more enforcement of priority seating areas, two supported free transit for the elderly, or on holidays, and one supported providing better notice for detours/delays at stops.

    Other municipal service areas

    Five responses were received regarding other municipal service areas, with one of those comments not related to accessibility. These responses were related to housing affordability, licensing of private snow clearing companies, and foster greater inclusion in the downtown area of Kingston. One response supported the hiring of a City staff position dedicated to accessibility.

    Non-municipal service area

    Six responses were received regarding accessibility outside of municipal services. Five responses were related to improving accessibility at private businesses or property, with some focused specifically on downtown Kingston or heritage buildings. One response was related to Kingston Access Bus and its booking system.

    Interviews

    Staff conducted interviews with five residents that volunteered to discuss their experiences with accessibility in the City of Kingston. Residents volunteered via a sign-up form on the Get Involved Kingston project page and were chosen at random by City staff.

    Staff conducted two sessions with members of the Municipal Accessibility Advisory Committee’s Awareness & Education Project Team, receiving their feedback on the progress of the current 2023 – 2025 Multi-Year Accessibility Plan and what areas should be addressed within the 2026 – 2028 Multi-Year Accessibility Plan.

    Transportation and design of public spaces were identified as the areas with the most room for improvement or the greatest need for a reduction in accessibility barriers. Common themes within these areas include:

    • Increasing maintenance of and improving the construction of sidewalks and walkways;

    • Ensuring connectivity between sidewalks, walkways and other forms of transportation on both public and private property;

    • Increasing publicly available washrooms, and incorporating universal design principles in those washrooms;

    • Increasing the amount of accessible parking;

    • Not charging a fee for the use of accessible parking spaces; and

    • Increasing the availability of specialized transit services offered through Kingston Access Bus or accessible taxis.

    The following accessibility themes were also commonly discussed in the interviews and meetings:

    • Customer service: City staff need to have the necessary knowledge and empowerment on how to resolve conflicts with City policies or procedures and the need to accommodate accessibility needs. Not every scenario can be accounted for in advance due to the wide variety of disabilities in the community.

    • Design of public spaces: the City needs to continue to create whole or complete spaces where multiple services and activities can be accessed by all ages and abilities. Third places (places outside the home and workplace) where people can spend multiple hours in the community are very important. The Rideau Heights Community Centre, with its supporting environment and facilities, is a good example of an accessible and complete third place.

    • Information and communications: there is a need for improved communication with respect to accessibility. This includes advertising the accessibility features that are currently present in City facilities or services, as well as ones that are being added in the future. Additionally, there is a need for the community to better understand how to report accessibility barriers, and for this reporting mechanism to be as easy to access as possible. The creation of a staff resource dedicated to accessibility, such as a manager or coordinator, to oversee all accessibility considerations in City facilities and services would be a positive.

    What happens next?

    Using the feedback collected at this stage, the City will work on the draft of the next plan. In early summer 2025 we expect to release that draft to the public to review and provide feedback on.

Page last updated: 26 May 2025, 09:52 AM