Report a barrier and arrange alternative access

Start with the person’s task

If someone cannot use a page, document or form, ask what they are trying to do and which format or contact method would help. Do not require a diagnosis, medical information or a screenshot before offering assistance. A report in plain language is enough to begin.

The District should designate the monitored intake channel, responsible staff and response timeframes. Until those are approved, do not publish invented commitments or an unmonitored accessibility email address. For current contact options, use the BuildLACCD contact page; staff should route the request to the appropriate owner.

Create an actionable issue record

• Location: page URL, document title and version, or the embedded service.
• Task and barrier: what the person was trying to do and what prevented it.
• Reproduction: steps and relevant browser or assistive technology, if known. Do not make technical details a condition of help.
• Impact and urgency: affected service, deadlines and whether an alternative route works.
• Ownership: assigned person, next action, target date and current status.
• Evidence: test results, repair details, retest result and closure date.

Keep personal contact details in the approved private system, separate from public release notes. Record only what is needed to resolve the request and follow the District’s retention rules.

Prioritize by impact, not just a scanner label

A form that cannot be submitted or a notice that cannot be read may block an essential task. Escalate those barriers promptly, especially when a deadline is approaching. A confusing link or image description still needs attention, even if an automated tool does not flag it.

Assign a correction owner and a realistic target date. If a third-party service is involved, keep a BuildLACCD owner on the issue while working with the supplier. Do not close the record simply because a vendor ticket was opened.

Provide assistance while the repair is underway

Depending on the need, provide an accessible HTML version, a checked document, a corrected transcript or staff assistance through a method the person can use. Preserve the same essential information and opportunity to participate. Confirm that the alternative actually works for the requester.

Alternative assistance does not by itself make the inaccessible page conform to WCAG. Nor does an internal risk acceptance waive accessibility obligations. Any formal exception needs review by the District’s authorized decision-maker, with the rationale, affected content, available alternative, owner and review date documented. Editors should not decide that older files are automatically exempt.

Retest before closing

Repeat the original task after the fix. Check the affected page or final file, not only the source. Record the result and, where appropriate, let the requester know what changed and how to obtain further help. Keep unresolved limitations visible to the responsible team.