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Accessibility & CRPD Alignment ​

Introduction ​

OpenCHS is committed to ensuring that child helpline services are accessible to all children, including children with disabilities. This document outlines our alignment with the United Nations Convention on the Rights of Persons with Disabilities (CRPD) and our approach to accessibility in technology and service delivery.

Convention on the Rights of Persons with Disabilities (CRPD) ​

The CRPD, adopted in 2006, establishes that persons with disabilities have the right to full participation in society on an equal basis with others. Children with disabilities face unique vulnerabilities and require special consideration in child protection services.

Relevant CRPD Articles ​

Article 7: Children with Disabilities Children with disabilities have the right to express their views freely on all matters affecting them, with disability and age-appropriate assistance.

Article 9: Accessibility States must take appropriate measures to ensure access for persons with disabilities to information and communications technologies.

Article 16: Freedom from Exploitation, Violence and Abuse Children with disabilities are at higher risk of abuse and require protective measures and accessible reporting mechanisms.

Article 21: Freedom of Expression and Access to Information Persons with disabilities have the right to seek, receive, and impart information on an equal basis with others through accessible means.

OpenCHS Accessibility Commitments ​

Design Philosophy ​

Universal Design: We design services to be usable by all people to the greatest extent possible without adaptation.

Nothing About Us Without Us: We involve persons with disabilities in design, testing, and improvement of our systems.

Reasonable Accommodation: We provide modifications and adjustments to ensure equal access.

Progressive Enhancement: We build accessible foundations and enhance with advanced features that don't compromise accessibility.

Technical Accessibility Features ​

Web Accessibility (WCAG 2.1 Level AA Compliance) ​

Perceivable Content:

  • Text alternatives for non-text content
  • Captions and transcripts for audio content
  • Adaptable layouts that work with assistive technologies
  • Sufficient color contrast (minimum 4.5:1 ratio)
  • Text that can be resized up to 200% without loss of functionality
  • No content that flashes more than 3 times per second

Operable Interface:

  • Full keyboard navigation without mouse
  • Adjustable time limits for interactions
  • Clear focus indicators on interactive elements
  • Multiple ways to navigate (menus, search, breadcrumbs)
  • Descriptive page titles and headings
  • Clear link text that describes destination

Understandable Information:

  • Simple, clear language (readability level appropriate for children)
  • Consistent navigation and identification
  • Input assistance and error prevention
  • Error messages that explain how to fix issues
  • Predictable behavior across the system

Robust Implementation:

  • Valid HTML markup for compatibility with assistive technologies
  • ARIA landmarks and labels for screen readers
  • Semantic HTML structure
  • Compatible with current and future assistive technologies

Communication Accessibility ​

Multiple Contact Methods:

  • Voice calls (primary channel)
  • Text-based chat for deaf/hard-of-hearing users (future enhancement)
  • Email for non-urgent inquiries
  • Visual interfaces with screen reader support

Sign Language Support:

  • Information about sign language interpretation services
  • Video call capabilities for sign language (planned)
  • Resources in sign language formats

Augmentative and Alternative Communication (AAC):

  • Support for communication devices and apps
  • Patient, unhurried communication
  • Visual supports and symbols (planned)

Telephony Accessibility ​

Hearing Accessibility:

  • TTY/TDD compatibility (where infrastructure supports)
  • Volume control options
  • Clear audio quality with noise reduction
  • Text relay services integration

Speech Accessibility:

  • Extended response times for users with speech difficulties
  • Speech recognition trained on diverse speech patterns
  • Human counselors patient with communication differences
  • Alternative input methods (keypad responses)

Visual Accessibility ​

Screen Reader Support:

  • Full compatibility with JAWS, NVDA, VoiceOver
  • Properly labeled form fields and buttons
  • Descriptive alternative text for images
  • Logical reading order and navigation
  • Skip links to main content

Low Vision Support:

  • High contrast mode option
  • Adjustable text size and spacing
  • Support for browser zoom (up to 400%)
  • No loss of content or functionality when zoomed
  • Clear visual focus indicators

Color Blindness Considerations:

  • Information not conveyed by color alone
  • Patterns and labels supplement color coding
  • Tested with color blindness simulators

Cognitive Accessibility ​

Clear Communication:

  • Plain language without jargon
  • Short sentences and paragraphs
  • Bullet points and lists for easy scanning
  • Visual hierarchy with clear headings

Consistent Interface:

  • Predictable navigation structure
  • Consistent placement of elements
  • Familiar patterns and conventions
  • Minimal distractions

Error Prevention:

  • Clear instructions before actions
  • Confirmation for important actions
  • Helpful error messages
  • Ability to undo actions

Focus and Attention:

  • One task or concept per page/section
  • Progress indicators for multi-step processes
  • Ability to pause, stop, or hide moving content
  • Auto-save of work in progress

Motor Accessibility ​

Keyboard Access:

  • All functionality available via keyboard
  • Logical tab order through content
  • Keyboard shortcuts for common actions
  • Visible focus indicators

Large Touch Targets:

  • Minimum 44x44 pixel touch targets
  • Adequate spacing between interactive elements
  • No requirement for precise movements
  • Support for alternative input devices

Time Flexibility:

  • No time limits, or adjustable time limits
  • Warnings before timeouts
  • Ability to extend time
  • Session persistence options

Service Delivery Accessibility ​

Counselor Training ​

Disability Awareness:

  • Understanding different types of disabilities
  • Communication strategies for diverse needs
  • Recognizing signs of abuse in children with disabilities
  • Cultural competence around disability

Communication Techniques:

  • Active listening skills
  • Patience and flexibility
  • Using clear, simple language
  • Confirming understanding
  • Non-judgmental approach

Reasonable Accommodations:

  • Flexibility in call length and format
  • Multiple contact attempts if needed
  • Collaboration with caregivers when appropriate
  • Coordination with disability support services

Accessible Information ​

Multiple Formats:

  • Large print materials
  • Braille versions (on request)
  • Audio recordings
  • Easy-read versions with images
  • Sign language videos (planned)

Language Accessibility:

  • Translation to local languages
  • Age-appropriate language
  • Cultural appropriateness
  • Avoidance of medical jargon

Physical Accessibility ​

Office Locations (where applicable):

  • Wheelchair accessible entrances and facilities
  • Accessible parking spaces
  • Accessible restrooms
  • Clear signage and wayfinding
  • Quiet spaces for sensory needs

Identifying Children with Disabilities ​

Recognition ​

Counselors are trained to:

  • Recognize when a child may have a disability
  • Use respectful, person-first language
  • Ask about support needs without making assumptions
  • Document disability status appropriately and confidentially

Data Collection ​

Optional Disclosure: Children and families can choose to disclose disability status to help us provide better support.

Privacy Protection: Disability information is treated as sensitive data with enhanced protection.

Purpose: Data is used to:

  • Provide appropriate accommodations
  • Track accessibility of services
  • Identify gaps in support
  • Measure effectiveness of accessibility measures

Addressing Abuse of Children with Disabilities ​

Enhanced Vulnerability ​

Children with disabilities face higher risks:

  • 3-4 times more likely to experience violence
  • Often dependent on caregivers who may be abusers
  • Communication barriers may prevent reporting
  • May not be believed when reporting abuse
  • Limited awareness of rights and appropriate behavior

Special Protections ​

Accessible Reporting:

  • Multiple ways to report concerns
  • Support for communication differences
  • Acceptance of reports from third parties
  • Follow-up to ensure understanding

Specialized Response:

  • Counselors trained in disability-related abuse
  • Collaboration with disability service providers
  • Understanding of institutional abuse risks
  • Attention to medical neglect

Appropriate Referrals:

  • Disability-aware child protection services
  • Healthcare providers experienced with disabilities
  • Specialized counseling services
  • Advocacy organizations

Assistive Technology Integration ​

Current Support ​

Screen Readers: Full compatibility with major screen readers

Voice Control: Support for voice navigation where available

Switch Access: Keyboard-only navigation supports switch devices

Magnification: Support for screen magnifiers and zoom

Planned Enhancements ​

Communication Devices: Direct integration with AAC devices

Braille Displays: Enhanced support for refreshable braille

Eye Tracking: Compatibility with eye gaze technology

Haptic Feedback: Vibration and tactile feedback options

Testing and Validation ​

Accessibility Testing ​

Automated Testing:

  • WAVE, axe, Lighthouse accessibility scanners
  • Integrated into CI/CD pipeline
  • Regular automated audits

Manual Testing:

  • Keyboard-only navigation testing
  • Screen reader testing (JAWS, NVDA, VoiceOver)
  • Color contrast verification
  • Cognitive walkthrough evaluation

User Testing:

  • Testing with persons with various disabilities
  • Feedback sessions with disability organizations
  • Usability studies with assistive technology users
  • Ongoing feedback collection

Continuous Improvement ​

  • Quarterly accessibility audits
  • Regular updates based on feedback
  • Tracking of accessibility issues and resolutions
  • Annual comprehensive accessibility review

Compliance and Standards ​

International Standards ​

WCAG 2.1 Level AA: Web Content Accessibility Guidelines

EN 301 549: European accessibility standard for ICT

Section 508: U.S. federal accessibility requirements (reference)

ISO/IEC 40500: International standard for web accessibility

Regional Requirements ​

Kenya: Persons with Disabilities Act (2003)

Tanzania: Persons with Disabilities Act (2010)

Uganda: Persons with Disabilities Act (2020)

Lesotho: Persons with Disabilities Equality Act (2021)

Accessibility Statement ​

OpenCHS is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone and applying relevant accessibility standards.

Current Status ​

We aim for WCAG 2.1 Level AA conformance. This is an ongoing effort, and we acknowledge that some areas may not yet be fully compliant.

Feedback ​

We welcome feedback on accessibility. If you encounter accessibility barriers:

Email: accessibility@openchs.org
Phone: Contact your local helpline
Online Form: Available on our website

We aim to respond within 5 business days and resolve issues within 30 days when possible.

Third-Party Content ​

Some content may be provided by third parties not under our control. We strive to ensure all content meets accessibility standards but acknowledge limitations with external sources.

Reasonable Accommodations ​

For Service Users ​

We provide accommodations such as:

  • Extended call times
  • Multiple contact attempts
  • Alternative communication methods
  • Simplified materials
  • Support from caregivers or advocates

How to Request: Contact the helpline and explain your needs. Accommodations are provided at no cost.

For Staff and Contributors ​

We provide workplace accommodations for staff and contributors with disabilities, including:

  • Assistive technology
  • Flexible work arrangements
  • Modified duties where needed
  • Accessible facilities

Partnerships ​

We collaborate with:

Disability Rights Organizations: For advocacy, feedback, and expertise

Special Education Institutions: For understanding child development and communication

Assistive Technology Providers: For technical integration and compatibility

International Disability Community: For best practices and standards

Training and Awareness ​

Staff Training ​

Mandatory Training:

  • Disability awareness and etiquette
  • Accessibility of digital content
  • Using assistive technologies
  • Communication strategies
  • CRPD principles and rights

Ongoing Education:

  • Regular updates on accessibility
  • Case studies and best practices
  • Guest speakers from disability community
  • Hands-on experience with assistive technologies

Community Education ​

  • Public resources on accessibility
  • Guides for making child protection services accessible
  • Webinars and workshops
  • Open-source accessibility tools and documentation

Monitoring and Reporting ​

Metrics ​

  • Percentage of WCAG criteria met
  • Number of accessibility issues identified and resolved
  • User feedback on accessibility
  • Accommodation requests and fulfillment
  • Disability representation in service usage

Reporting ​

  • Quarterly accessibility reports to PMO
  • Annual public accessibility statement
  • Transparency about limitations and improvement plans
  • Regular updates to stakeholders

Future Roadmap ​

Short-term (6-12 months) ​

  • Achieve full WCAG 2.1 Level AA compliance
  • Implement text-based chat for deaf users
  • Enhanced screen reader support
  • Accessibility testing with diverse users

Medium-term (1-2 years) ​

  • Video call capabilities for sign language
  • Integration with AAC devices
  • Multilingual accessibility resources
  • AI-powered accessibility enhancements

Long-term (2+ years) ​

  • Advanced assistive technology integration
  • Personalized accessibility preferences
  • Community-contributed accessibility features
  • Research on accessibility in child protection

Conclusion ​

Accessibility is not an optional feature but a fundamental requirement for child protection services. Every child, regardless of ability, deserves access to support, safety, and protection.

OpenCHS commits to continuous improvement in accessibility, guided by the principles of the CRPD and the voices of persons with disabilities. We recognize that true accessibility requires ongoing effort, investment, and most importantly, listening to and learning from the disability community.

Together, we can ensure that every child can access the help they need.

Document Version: 1.0
Last Updated: October 2024
Next Review: April 2025
Document Owner: Accessibility Lead
Contact: accessibility@openchs.org

Feedback Welcome: We are committed to improving accessibility. Please share your experiences, suggestions, and concerns with us.