AV Help Desk
Room 343, 100 McCaul  
416-977-6000, Ext. 227

IT Help Desk
Room 317a, 100 McCaul
416-977-6000, Ext. 277

Laptop Help Desk
Room 341, 100 McCaul
416-977-6000, Ext. 444


Version 1.1

1.0 Introduction

This document is intended to describe the policies, practices and procedures for providing accessible customer service as outlined in the AODA, including the use of assistive devices and other assistive measures for Academic Computing at the OCAD University. Academic Computing is a part of IT Services that primarily serves Students, Faculty and Research with client computing in the form of Computer Studios, Mobile Computing Support, and Networked and Web Services. In this document, Academic Computing refers to the staff and management, and IT Services refers to staff and management in the entire department including Information Systems and Network and Data Centre Operations who provide infrastructure support for client computing.

2.0 Computer Studios and Clusters

2.1 Standard Practices

The following accessibility considerations are standard practice in undergraduate Computer Studios:

2.2 Accessibility Workstations

Several workstations on campus are provided with enhanced Accessibility hardware and software including:

Accessibility workstations are located in the following areas:

Locations with Accessible Workstations

Accessible Workstations




Library Quiet Room (113 McCaul) - directions

Library - Mac OS




Library – PC

    • Kurzweil 3000 for PC
    • Dragon Naturally Speaking
    • Inspiration

Scanner with Automated Document Feeder (for use with Kurzweil)


Learning Zone (113 McCaul) - directions

1 Mac OS

    • Kurzweil 3000 for PC
    • Dragon Naturally Speaking
    • Inspiration



Computer Studio 317g (100 McCaul) - directions

29 x 27" 2.7 GHz Quad Core Intel iMac Dual boot Mac OS and Windows 7

    • Kurzweil 3000 for PC
    • Inspiration



Computer Studio 1430 (113 McCaul) - directions

29 x 20" Intel iMacs Dual boot Mac OS and Windows 7

    • Kurzweil 3000 for PC
    • Inspiration



Centre for Students with Disabilities – CSD Resource Centre (51 McCaul) - directions




Available on a first-come-first-served basis for student use Monday through Friday 8:30am to 4:30pm.  The CSD Resource Centre is also used for test/exam accommodations and the space is closed when accommodated tests/exams are taking place.

8 iMacs with dual boot Mac OS and Windows 7

    • Kurzweil 3000 for PC
    • Inspiration

7 scanners (for use with Kurzweil; 4 with ADF and 3 flatbed only scanners)

-2 Windows XP laptops
-1 13” MacBook Pro with bootcamp and Windows XP
-1 15” MacBook Pro with bootcamp and Windows XP

-Windows and 13” MBP laptops - used for test/exam accommodations
-15” MBP – Dragon Naturally Speaking and Kurzweil 3000; used for test/exam accommodations



2.3 Exam Accommodations

OCAD University can facilitate exam accommodations for students in the CSD at 51 McCaul and the 317g Computer Studio simultaneously, with multiple workstations in each with the assistive software.

3.0 Laptop Program & Mobile Devices

3.1 Standard Practice

OCAD University operates a very successful mandatory Laptop Program. Many students with accessibility needs utilize these services. Students use the Laptop Help Desk primarily to get help on their computers, borrow or return equipment, retrieve software or check-in their computer for software reimaging. Students are greeted by a full-time Help Desk Assistant, Class Assistant or Student Monitor, and asked how they can be helped. Any questions that cannot be immediately answered are escalated up to the most senior person in the Help Desk. If it is a technical problem for resolution, they are referred to the Laptop Technicians. If the question relates to policy, procedure or practice, they refer to the Manager, AV & IT Help Desk or to the Manager, Academic Computing.

Students at OCAD University who require an accommodation through the Centre for Students with Disabilities (CSD) may choose to join the Laptop Program. Students can join the program such that they can be supported by OCAD University through the Help Desk for standard software imaging including the creativity and productivity software required by the curriculum. The Help Desk images their computers initially, and provides on-going support for the base software image with the CSD providing support for the special assistive technology software.

3.2 Reimaging Service

3.3 Borrowing / Returning Items

3.4 Personal Devices

IT Services staff will assist with personal assistive devices that use Information Communications Technology (ICT) through our Help Desk counters on campus. Through consultation with students, IT Services staff will strive to maintain familiarity with the most common personal devices used by students. If the personal device is does not use ICT, students will be referred to the Centre for Students with Disabilities for assistance.

Students who require network and/or internet on a personal technology device (laptop, smartphone or other device) that may or may not use assistive technology but is required as an accommodation, IT Services will facilitate unrestricted student use of these devices on campus. The CSD provides IT Services with lists of individuals to provide access to as appropriate. The CSD provides IT Services with lists of individuals to provide access to as appropriate

4.0 Web Accessibility of Communication and Applications

4.1 Standard Practices

Academic Computing is familiar with web accessibility guidelines as laid out by the W3C in the Web Content Accessibility Guidelines (WCAG) 2.0, and strives in all of its development to incorporate advisory techniques into web development. The University will continue to review current websites and incorporate advisory techniques as sites are refreshed, and as standards change.

4.2 Web Communication

IT Services supports and uses OCAD University’s content management system which incorporates accessibility features for WCAG. Options for descriptive text for video content is currently being explored jointly with Visual Resources.

4.3 Web Applications

Academic Computing takes into consideration WCAG 2.0 Level A Guidelines when developing core applications and will consider statements of accessibility when supporting external applications. It has been the practice of OCAD University Academic Computing to avoid the use of Adobe Flash for the use of its core applications due to the inherent issues with making Flash web content accessible, though this has been improved in Flash CS4 and Flash Player 10. Options for descriptive text for video content is currently being explored jointly with Visual Resources.

5.0 Service Animals and Support Persons

Academic Computing has no specific policies, practices or procedures for support persons or service animals and follows OCAD University’s Accessibility Policy at

6.0 Temporary Service Disruptions

6.1 Standard Practice

IT Services meets on a regular basis to discuss any service interruptions as it relates to Network, Server or Computer Studio services and how this affects all users. Some kinds of Network maintenance affect user account authentication, and therefore access to regular and designated accessibility workstations.

System Status

Academic Computing is in the process of revising its System Status tool.

Scheduled Maintenance

IT Services will notify users at least 48 hours in advance of any scheduled maintenance, and will publicly post in an area conspicuous to students where that maintenance interrupts access to workstations. Locations of posting include on-campus managed computer desktop backgrounds and the OCAD University IT Services website at IT Services always posts the services affected and the duration. IT Services reserves a maintenance window on any Friday between 5:00pm – 12:00am. Any scheduled maintenance lasting longer than this duration becomes Emergency Maintenance.

Emergency Maintenance

In an emergency, IT Services must reboot, power-cycle or take other measures to restore partially or fully unavailable Network, Server or Computer Studio services. In these circumstances, if the service is offline for brief period of time that would only constitute a minor delay for end-users, IT Services will not proactively notify end-users.

However, if the service interruption is anticipated to last longer, is undiagnosed or continuing, IT Services will notify:

7.0 Training

7.1 Academic Technicians & Class Assistants

Full-time staff all participated in on-campus training delivered by the Diversity & Equity Office or completed the online training. In addition, full-time staff participated in a mandatory training and consultation on the training process for student monitors and assisted with documentation. Academic Computing developed specific training for new staff or student monitors which is mandatory.

7.2 Student Monitors

Academic Computing developed a specific documentation process for student monitors due to the complexity and specificity of the content. Students are required to complete the online training, and in addition, watch video content that describes what kind of assistive software is available, where it is, and who it benefits. Students are then required to sign a form stating that they have viewed the content, and understand it such that if they were approached by someone on campus requiring it, they could easily direct the person appropriately. The training is required on an annual basis.

8.0 Feedback Process

8.1 Standard Practice

Customer service feedback is important to IT Services at OCAD University, as the best support for technology is the kind that focuses on our users. Students, faculty and staff can volunteer feedback to IT Services in several ways.

IT Service also solicits feedback from either a portion of or the entire community at least once bi-annually in one of the following methods using a web survey. 

Students are welcome to respond to the survey invitation email and provide feedback.


No Service Status Alerts
There are no service status alerts at this time.

Ontario College of Art & Design 100 McCaul Street Toronto, Ontario M5T 1W1 Canada Tel. 416.977.6000 Fax. 416.977.6000 © OCAD 2007