How to report a digital accessibility issue

If you cannot access website or web application content or use a feature due to a disability, please report an accessibility issue.

Web accessibility statement

UCSF commits to an online environment accessible to everyone, including individuals with visual, auditory, motor or cognitive disabilities.

Improving accessibility benefits us all by helping to:

• improve Search Engine Optimization (SEO),
• future-proof content, and
• promote a model of inclusivity.

If you are experiencing a web accessibility issue with content on a website or posted PDF documents on the UCSF website, please report an accessibility issue.  Include the URL. More information below.

IT Web Services provides website administrators tools to ensure a positive user experience:

• accessible website templates,
• a compliance monitoring tool, and
• training.

Complaint investigation and resolution process

If an individual with a disability encounters an issue with a website or web application developed or owned by UCSF, the individual may report the barrier via a webform, phone, email, or to a mailing address per the list of related services. Once a report is made, the following steps are taken:

• Email messages sent via the Report an Accessibility Issue web form or to the websites@ucsf.edu email address will be directed to the Web Standards Program Manager.
• Messages sent via phone messages, email, and physical mail will be directed respectively to the Student Disability Services Director, the Human Resources Disability Management Services Manager, or Patient Relations who will consult with the Web Standards Program Manager if needed.

Upon receipt of an accessibility complaint or barrier report, the Web Standards Program Manager will:

• Create a ServiceNow ticket for the specific online materials or product, and the accessibility issue reported, including date received;
• Investigate the issue and provide a preliminary response to the reporting individual within 48 business hours of receiving the complaint.

If an accessibility issue is discovered within the context of the supported assistive technologies and Information and Communication Technology applications at UCSF, the Web Standards Program Manager will, in consultation with the ADA Coordinator, Student Disability Services Director, the Human Resources Disability Management Services Manager, and/or Patient Relations and appropriate staff:

• Define the existing accessibility issue within the ticket and acceptance criteria necessary to resolve the issue;
• Specify the level of priority for resolving the accessibility issue and identify a timeline for resolution.
• Note in some cases that require confidentiality, the issue may be handed over to the appropriate UCSF contact.

Following the creation of the accessibility ticket, the Web Standards Program Manager will respond to the reporting individual, if appropriate, and inform the individual as to the timeline for resolution.

The Web Standards Program Manager will communicate with the reporting individual to determine if an alternate access solution is necessary while the accessibility issue is resolved.

Following the resolution and/or conclusion of the accessibility issue, the Web Standards Program Manager will identify in the ticket the date at which the accessibility issue was completed.

Related services

You may also contact the related services directly by phone, email or mailing address from the following list:

ADA Coordinator

Wendy Tobias
Telephone: 415-696-4604
Wendy.Tobias@ucsf.edu

Student Disability Services

Tim Montgomery, Co-Director or Clayton Littrell, Co-Director
Library, 530 Parnassus Avenue, Room 111
Telephone: 415-476-6595
Email: StudentDisability@ucsf.edu
http://sds.ucsf.edu

Employee Disability

Disability Management Services, Campus HR
3333 California Street, Suite 330
San Francisco, CA 94143
Telephone: 415-476-2621
https://hr.ucsf.edu/service/disability-management

Patient Relations, UCSF Medical Center

Patient Relations is available by phone from 8:30 a.m. to 5 p.m. Monday to Friday at 415-353-1936 or on weekends and holidays by calling the Nursing Supervisor at 415-353-1797.
https://www.ucsfhealth.org/services/patient-relations

Information Technology Service Desk

Create a ticket or chat at https://ucsf.service-now.com/ess/home.do
Telephone: 415-514-4100