ACCESSIBILITY POLICY

GENERAL ACCESSIBILITY

City Net takes a comprehensive and holistic approach to address the diverse needs of participants by ensuring that the housing sites we operate are truly accessible, trauma-informed, and culturally competent in all aspects of service delivery. Staff create an environment for each individual to support them regardless of race, gender, ability, age, or other factors. Care plans are tailored to specific groups (i.e., veterans, LGBTQ, families and children, disabilities, domestic violence survivors, etc.) to ensure they are accessing all resources to help them flourish, and case managers respect clients’ choice and control over their individual housing plans. Reasonable accommodation and physical accessibility tools, like wheelchair ramps, safe and level footing, accessible bathrooms, and visual and auditory aids, are considered at the planning phases of the project. City Net also provides opportunities for clients to voice their opinions and be a part of the decision-making process through satisfaction surveys.

City Net will provide equal access to our homeless services regardless of race, ethnicity, gender, sexual orientation, disability, religion, or any other protected characteristic. City Net will also remove barriers that prevent marginalized individuals from accessing our services.

City Net recognizes that the needs of individuals experiencing homelessness vary and offers tailored support and resources to address the specific challenges faced by different communities, including LGBTQ+ individuals, veterans, people with disabilities, and those experiencing domestic violence.

Transgender clients have access to bathroom and shower facilities based on their gender of identification. People who identify outside of the male/female gender binary have access to whichever bathroom and shower facilities help them feel safest.

Participants’ HMIS data will reflect their chosen gender identity and preferred name, as HMIS does not require use of legal name.

Discrimination or harassment based on race, gender, religion, sexual orientation, disability, or any other characteristic will not be tolerated within our organization. We will promptly investigate and address any such incidents.

Non-discrimination policies will be published and posted within the clients’ rooms, along with rights and responsibilities, who-to-call and emergency numbers, and user agreements.

Language Assistance Services

In alignment with Title II Americans with Disabilities Act, City Net prides itself on being a low-barrier entry to services and creates necessary accommodations to provide an equal opportunity for clients with disabilities to access services. These disabilities include, but are not limited to, vision impairment, deaf or hard of hearing, mental health conditions, intellectual disabilities, acquired brain injuries, autism spectrum disorders, and physical disabilities.

Providing services to clients with disabilities starts as early as pre-enrollment with a baseline visual, auditory, or physical assessment performed by case managers in the field. Case Managers are trained to observe clients’ barriers to communication and find alternative communication formats, such as handwriting questions and responses, use of visual aids, using the 711 TTY service, or relying on alternative agencies and community advocates to address communication needs. City Net never denies a client access to services if communication barriers cannot be resolved with the solutions listed above. Instead, case managers are trained to continue to find alternative modes of communication until the client can complete the enrollment intake and access the level of care needed to begin the process of housing.

City Net also addresses any language barriers for clients with limited English proficiency by hiring bilingual staff and signed a contract with a 3rd party interpreter service, Boost Lingo, so staff can get on-demand support in the field. This service utilizes 17,000 Human Interpreters, supports 300 languages, including American Sign Language, and is available via a web-based app or phone app.

WEBSITE ACCESSIBILITY 

City Net is committed to ensuring that its website and all online content are accessible to everyone, including people with disabilities. This policy affirms our commitment to providing equal access to information, services, and employment opportunities through our digital platforms. This policy applies to all web content and digital materials published, maintained, or procured by City Net, including: 

  • The public website www.citynet.org and all subpages; 

  • Web applications, forms, and multimedia; 

  • Documents made available for download (e.g., PDFs, reports, forms); and 

  • Any third-party tools or services integrated into our site. 

 
Our organization will design, develop, and maintain all web content in compliance with: 

  • The Web Content Accessibility Guidelines (WCAG) 2.2, Level AA, as published by the World Wide Web Consortium (W3C); and 

  • Revised Section 508 Standards of the Rehabilitation Act (29 U.S.C. § 794d), which incorporate WCAG 2.0 AA criteria. 

Where feasible, we will also pursue conformance with newer versions of WCAG (2.3 or higher) to reflect evolving best practices and user needs. To uphold this policy, City Net will: 

  • Integrate accessibility into all stages of web design, content creation, and procurement. 

  • Use semantic, standards-based HTML and accessible design practices (e.g., proper headings, alt text for images, descriptive link text, and keyboard-friendly navigation). 

  • Provide alternatives for time-based media (captions, transcripts, or descriptions). 

  • Ensure forms and interactive elements are properly labeled and operable by all users. 

  • Maintain color contrast and readability consistent with WCAG 2.2 AA criteria. 

  • Conduct regular testing using automated accessibility tools and manual reviews, including testing with assistive technologies (e.g., screen readers, keyboard-only navigation). 

  • Remediate issues promptly when barriers are identified. 

  • Train staff and contractors who design, develop, or publish digital content to follow accessibility best practices. 

 
Where third-party content or software is integrated into City Net’s website (e.g., donation forms, embedded videos, maps, or social media feeds), the organization will seek vendors that conform to WCAG 2.2 AA and Section 508 standards. When accessibility cannot be fully achieved, the organization will provide an alternate accessible means of access to equivalent information or services. 

 
We welcome feedback on the accessibility of our website. If you encounter any barriers to access or require content in an alternative format, please contact: contactus@citynet.org. We aim to respond to accessibility feedback within 5 business days and to resolve issues as quickly as possible. 

The organization will: 

  • Conduct accessibility audits at least annually or after major website updates; 

  • Review this policy every two years; and 

  • Update practices to align with changes to accessibility standards or applicable laws. 

 The Website Administrator is responsible for implementing this policy. All staff who publish or manage digital content share responsibility for ensuring accessibility.