MassHire Department of Career Services - Finding 1

The MassHire Department of Career Services Website Is Not Fully Accessible for All Massachusetts Residents and Users.

Overview

Some of the MassHire Department of Career Services’ (MDCS’s) webpages do not comply with the Web Content Accessibility Guidelines (WCAG) 2.1. During our testing, 1 out of the 60 webpages we tested experienced a loss of functionality viewed at 200% or 400% zoom. This issue can significantly impact users with visual impairments who rely on zoom functionality to read and navigate content.

Additionally, 1 out of the 60 webpages we tested (a different webpage than above) did not have a language attribute that matched the webpage language. This mismatch can create accessibility challenges, particularly for screen readers that rely on the correct language attribute to provide accurate pronunciation and interpretation of the text. This lack of accessibility not only impacts user experience but also undermines MDCS’s ability to provide equitable access and digital inclusiveness.

Authoritative Guidance

WCAG 2.1 states,

Success Criterion 1.4.10 Reflow¹⁵ (Level AA)

Content can be presented without loss of information or functionality, and without requiring scrolling in two dimensions for:

Vertical scrolling content at a width equivalent to 320 CSS pixels

Horizontal scrolling content at a height equivalent to 256 CSS pixels

Except for parts of the content which require two-dimensional layout for usage or meaning.

Success Criterion 3.1.1 Language of a Page (Level A)

The default human language of each Web page can be programmatically determined.

Reasons for Issue

MDCS management stated that MDCS does not routinely review the accessibility of various website links. Issues are reviewed and corrected following notification of problems by a customer or end user. This was reportedly due to the sheer volume of websites and the limited staff members assigned to this function because of budgetary restraints.

Recommendations

1. MDCS should implement a policy to review its webpages periodically for WCAG 2.1 compliance.
2. MDCS should collaborate with the Executive Office of Technology Services and Security (EOTSS) to develop a web maintenance schedule to review and update incorrect language tags and improper reflow on a periodic basis (e.g., quarterly or semiannually).
3. MDCS should assign designated staff members to oversee accessibility compliance and website updates.

Auditee’s Response

Modernizing the MassHire online system has been a priority for the Executive Office of Labor & Workforce Development (EOLWD) and MDCS. In fact, the Massachusetts Workforce Agenda, released on March 18, 2024, identifies four key focus areas: (1) Talent Attraction and Retention; (2) Talent Development; (3) Leadership by Example; and (4) Workforce System Infrastructure. The fourth pillar, workforce system infrastructure is evidence of the priority. In recognition of this, in November of 2024, EOLWD and MDCS, partnered with the Executive Office of Technology Services and Security (EOTSS) to officially launch a system modernization project that will ultimately replace MDCS’s current online system.

Throughout this modernization, EOLWD/MDCS will collaborate with EOTSS to revise internal policies and procedures to ensure compliance with Web Content Accessibility Guidelines and other Commonwealth standards. Built into this process will be a periodic review of language and accessibility standards to ensure continued compliance.

Auditor’s Reply

Based on its response, MDCS is taking measures to address our concerns regarding this matter.

15.    WCAG 2.1 defines proper reflow as “content [that] can be presented without loss of information or functionality, and without requiring scrolling in two dimensions” when zoomed in or resizing a page.

Date published:	May 27, 2025