Accommodation case management in Ontario, run defensibly.
The duty to accommodate is a process, not a single decision. 1205 gives Ontario employers the operational discipline to run the interactive process, document it properly, and manage recurring or complex files — without mishandling medical information. We are not your lawyer and we don’t give medical advice; legal questions go to counsel.
— Routing only · No medical details · One business-day reply
Before you reach out: please do not send medical details, diagnoses, employee names, or case documents until we’ve set up a secure, confidential channel. The form below is for routing only. 1205 provides operational case-management support — not legal or medical advice — and escalates legal questions to your employment counsel.
The risk is rarely the answer. It’s the process.
Most human-rights exposure on accommodation doesn’t come from a wrong decision — it comes from a process that stalled, wasn’t documented, or handled medical information badly. Here is where it typically goes wrong.
A process that stalls
A request comes in and nothing visibly happens — no acknowledgement, no functional information gathered, no options explored. The duty to accommodate is a process obligation. A stalled or silent process is itself the exposure, even where the eventual answer would have been reasonable.
No record of what was considered
When the file cannot show what was asked, what was offered, and why, the employer is left arguing from memory. Human-rights adjudicators look for a documented, good-faith interactive process. Absent that record, the benefit of the doubt rarely goes to the employer.
Mishandled medical information
Demanding a diagnosis, over-collecting, or letting medical details circulate beyond who needs them creates a second problem on top of the first. The process needs functional limitations — not a diagnosis — handled through the right channel and seen by the right people only.
Inconsistency across cases
Two similar requests handled two different ways is a pattern an adjudicator notices. Recurring and complex files are where consistency quietly erodes — and where comparative unfairness becomes the claim.
Operational discipline. Not legal advice.
We run the operational side of the duty to accommodate so your process is consistent, documented, and defensible — and we escalate the legal questions to your counsel rather than answering them ourselves.
Interactive-process design
We give you a repeatable, defensible interactive process: how a request is acknowledged, what functional information is gathered, how options are explored, and how the loop is closed. The same disciplined sequence, every time.
Good-faith process — by design, not by memory.
Documentation discipline
We build the record as the file moves: what was requested, what was considered, what was offered, and why. So that if the matter is ever tested, the file shows a good-faith process rather than a reconstruction after the fact.
The file holds up because it was built to.
Recurring & complex case management
Intermittent absences, multiple overlapping accommodations, long-duration files — managed as live cases with a clear record, defined next steps, and a named owner. This is where most employers lose the thread; we keep it.
Live case management, not a one-time memo.
Manager guidance
The interactive process lives or dies with front-line managers. We coach them on what to ask, what not to ask, when to escalate, and how to document — so the process is consistent at the point where requests actually land.
Consistency where the request first lands.
Two lanes, kept separate.
Accommodation matters sometimes sit next to a complaint — a request that surfaces alongside a harassment allegation, or a dispute about how a manager handled a file. When that happens, the case-management work and any independent workplace investigation are kept in separate lanes.
An investigation has to be — and has to be seen to be — independent. So if a matter crosses that line, the investigation is run independently of the accommodation support, subject to a conflict review, so neither compromises the other. We will tell you when you’re in that situation rather than blur the two.
See how we run independent investigationsStart with the file in front of you.
Whether you have one active request that has stalled or a recurring pattern you can’t get ahead of, the first step is the same: a short, confidential conversation to scope the work. Final scope is confirmed after intake.
Active request, defensibly run
A live request that needs to move correctly from here. We stand up the interactive process and build the record as it goes.
Recurring & complex files
Intermittent, long-duration, or overlapping accommodations managed as live cases — a clear record and an owner for each.
Process & manager build
A repeatable interactive process plus manager coaching, so requests are handled consistently before the next one lands.
Before you talk to us.
HR Services
Accommodation case management is one part of the broader HR work we run for Ontario employers — compliance, employee relations, and process discipline.
Explore HR ServicesThe medical-note threshold
What Ontario employers can — and should — ask of medical documentation before the duty to accommodate is triggered, after Baker v. Firon Roofing.
Read the analysisOntario HR compliance
Where accommodation sits among your wider Ontario obligations — ESA, OHSA, AODA, and pay equity — in one 2026 checklist.
Read the checklistStraight answers on accommodation.
Does 1205 give legal or medical advice on accommodation?
No. 1205 provides operational case-management support — we help you run a defensible interactive process, keep clean documentation, and manage recurring or complex files. We do not provide legal advice, we do not provide medical opinions, and we do not decide whether an accommodation is required. Where a legal question arises — undue hardship thresholds, human-rights exposure, termination — we escalate it to your employment counsel.
What information should I send in the intake form?
Routing details only — your name, work email, organization, role, and a high-level sense of the stage you are at. Please do not send medical details, diagnoses, employee names, or case documents in the form. Once we are engaged, we set up a secure, confidential channel before anything sensitive changes hands.
What does running the interactive process defensibly actually involve?
A documented, good-faith process: acknowledging the request, gathering the right functional information (not a diagnosis), exploring options, recording what was considered and why, and following through. The exposure rarely comes from the accommodation itself — it comes from a process that was inconsistent, undocumented, or stalled. We give you the structure and discipline so the file holds up.
How do you handle medical information?
Carefully, and by design. The interactive process needs functional limitations and restrictions — what the person can and cannot do — not a diagnosis. We help you ask for the right information through the right channel, store it appropriately, and limit who sees it. Mishandled medical information is its own source of risk; the process is built to avoid it.
Can you help with recurring or complex accommodation cases?
Yes — that is often where employers most need support. Recurring requests, intermittent absences, multiple overlapping accommodations, and long-duration files are where consistency breaks down and exposure builds. We manage these as live cases: a clear record, defined next steps, and an owner for each one.
What if an accommodation matter overlaps a complaint or investigation?
They are kept separate. If an accommodation file overlaps a complaint that needs an independent workplace investigation, the investigation is run independently of the case-management work — subject to a conflict review — so neither compromises the other. We will tell you when a matter has crossed that line.
Tell us the shape of it. Not the details.
A few routing details and a high-level sense of the stage you’re at — that’s all we need to start. We reply within one business day. Please don’t send medical details, names, or documents here; we’ll set up a secure channel first.
— Routing only · Operational support, not legal advice