Improving Workplace Accommodation Management in Ontario and Across Canada
A Canadian manufacturing company with approximately 600 employees across Ontario was experiencing a growing number of workplace accommodation requests, many involving employees unable to work mandatory overtime. Inconsistent practices around modified duties and return-to-work arrangements made it difficult to maintain productivity, manage workforce availability, and meet contract deadlines. To address these challenges, the manufacturer partnered with Windley Ely to implement a structured workplace accommodation management program that supported employee medical needs while meeting operational demands.
Increasing Accommodation Requests and Workforce Restrictions
The manufacturer was facing an escalating number of workplace accommodation requests, particularly from employees seeking exemptions from mandatory overtime. Without a consistent process for reviewing medical information or determining appropriate modified duties, managing these requests became increasingly difficult.
The lack of a standardized approach created uncertainty around employee capabilities, workforce scheduling, and the organization’s ability to meet production demands.
The business impact included:
- Increasing Accommodation Requests: A growing number of requests, particularly those involving mandatory overtime restrictions, placed additional pressure on workforce planning.
- Inconsistent Modified Duties: Different approaches to workplace accommodation made it difficult to ensure employees received appropriate support across locations.
- Reduced Workforce Availability: Overtime restrictions limited the number of employees available to meet production requirements.
- Productivity Challenges: Limited staffing flexibility affected operational efficiency and the company’s ability to meet contract deadlines.
- Financial Pressure: Workforce restrictions and production challenges created additional pressure on profitability.
The company needed a reliable way to evaluate accommodation requests, protect employee medical information, and establish consistent return-to-work practices.
A Structured Workplace Accommodation and Return-to-Work Program
Windley Ely worked with the manufacturer to implement an end-to-end workplace accommodation and return-to-work (RTW) program, beginning with a pilot at one Ontario location.
The program introduced a consistent, medically informed approach to reviewing accommodation requests and identifying suitable work arrangements. By relying on objective medical information and functional abilities, Windley Ely helped the organization make informed decisions while protecting employee privacy.
The solution included several key components:
- Objective Medical Reviews: Windley Ely’s disability management experts requested and reviewed relevant medical information to determine if accommodation requests were medically supported.
- Confidential Medical Information: Employee medical records were managed confidentially under applicable privacy requirements, including Ontario’s Personal Health Information Protection Act (PHIPA).
- Functional Abilities Assessments: Only relevant functional abilities and work restrictions were shared with the employer, allowing managers to identify safe and meaningful duties without accessing confidential medical details.
- Consistent Accommodation Decisions: A standardized review process helped distinguish medically supported accommodation needs from requests that did not require workplace restrictions.
- Return-to-Work Support: The program helped employees return to their regular duties, including mandatory overtime when medically appropriate.
- Company-Wide Implementation: Following the pilot’s success, the manufacturer expanded the program across its Canadian operations, establishing a more consistent approach to accommodation management.
By introducing a structured process, Windley Ely helped the manufacturer shift from inconsistent accommodation decisions to a more objective, sustainable approach.
65% of Claims Closed or Denied and a Successful Company-Wide Rollout
The pilot program delivered measurable improvements in how the manufacturer managed workplace accommodation requests. Through objective medical reviews and a consistent decision-making process, the organization better identified legitimate accommodation needs while supporting employees in returning to regular duties.
Key outcomes included:
- 65% of Claims Closed or Denied: Employees returned to full and regular duties, including mandatory overtime as required.
- 35% of Claims Approved: Requests supported by medical evidence received appropriate workplace accommodations for the necessary period.
- Improved Consistency: The organization established a standardized approach to evaluating accommodation requests and providing modified duties.
- Fewer Unnecessary Requests: A shift in workplace culture resulted in fewer accommodation requests, with a stronger focus on medically supported accommodations..
- Improved Workforce Planning: Clearer information about employee capabilities helped the manufacturer better manage staffing requirements and production demands.
- Successful Expansion: The pilot’s measurable results supported a company-wide rollout of the workplace accommodation management program.
The partnership showed how a medically informed accommodation process can protect employee well-being while helping manufacturers maintain a reliable, productive workforce.