MassHire Department of Career Services - Finding 3

The MassHire Department of Career Services JobQuest website is not fully accessible for all Massachusetts residents and users.

Overview

MDCS’s JobQuest website is not fully accessible. We determined that JobQuest contained webpages that were not accessible in accordance with WCAG 2.1 for user accessibility, keyboard accessibility, navigational accessibility, error identification, or color accessibility. We tested samples consisting of 60 workshops webpages,¹⁶ 60 trainings webpages, 60 jobs webpages, and 20 JobQuest main webpages. See the table below for exceptions noted in each category. During our audit, we identified webpages that contained sections with improper reflow when zoomed to 200% or 400%, broken hyperlinks, hyperlinks without a secondary identifier, keyboard navigation issues, elements that trapped focus, and buttons that did not have a label. Additionally, some of these webpages did not contain a bypass block as the first focusable control, webpage titles, or language tags. Common effects of noncompliance with WCAG 2.1 are listed below.

• Improper reflow when zoomed in to 200% or 400% can significantly impact users with visual impairments who rely on zoom functionality to read and navigate content.
• Broken or faulty hyperlinks limit users from having equitable access to critical information and key online services offered by MDCS. They also increase the likelihood that Massachusetts residents may either access outdated or incorrect information or be directed to webpages that no longer exist.
• When hyperlinks are not identifiable because of poor color contrast or a lack of other distinguishable visual cues (e.g., underlining, bolding, color differentiation, or hover effects), users may struggle to identify interactable elements within a body of text. This may also result in users missing a hyperlink that could have provided them with important information.
• When keyboard accessibility is limited (e.g., users cannot tab through the webpage), those with mobility issues may be unable to access certain features or content.
• Keyboard traps may cause a user with mobility issues to become stuck on certain elements of the webpage.
• Webpages without bypass blocks make it difficult for users who rely on screen readers or the keyboard for navigation to jump past repetitive content such as menus, headers, or sidebars and access the main content directly.
• Webpages without titles can cause users with a screen reader to lose comprehension of what the webpage is.
• A missing or incorrect language tag can create accessibility challenges, particularly for screen readers, which rely on the correct language attribute to provide accurate pronunciation and interpretation of the text.
• Interactive elements (e.g., buttons) that lack clear labels may make it difficult for users with screen readers to understand that the content is clickable.

This lack of accessibility not only impacts user experience but also undermines MDCS’s ability to provide equitable access and digital inclusiveness.

We tested 60 workshops webpages, 60 trainings webpages, 60 jobs webpages, and 20 JobQuest main webpages. The table below details the results of our testing.

JobQuest Web Accessibility Testing

Success Criterion	Workshop  Instances of Noncompliance	Training  Instances of Noncompliance	Job  Instances of Noncompliance	Main Website Instances of Noncompliance
1.4.10: Reflow	0	0	0	1
2.4.5–2: Multiple Ways	0	4	0	1
1.4.1: Use of Color	60	60	60	2
2.1.1: Keyboard	0	0	0	2
2.1.2: No Keyboard Trap	0	0	60	1
2.4.1: Bypass Blocks	0	0	0	5
2.4.2: Page Titled	60	60	60	16
3.1.1: Language of Page	60	60	60	15
3.3.2–2: Labels or Instructions	0	60	0	0
Total Instances of Noncompliance	180	244	240	43

Authoritative Guidance

WCAG 2.1 states,

Success Criterion 1.4.10 Reflow (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 2.4.5 Multiple Ways (Level AA)

More than one way is available to locate a web page within a set of web pages except where the Web Page is the result of, or a step in, a process.

Success Criterion 1.4.1 Use of Color (Level A)

Color is not used as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.

Success Criterion 2.1.1 Keyboard (Level A)

All functionality of the content is operable through a keyboard interface without requiring specific timings for individual keystrokes, except where the underlying function requires input that depends on the path of the user’s movement and not just the endpoints.

Success Criterion 2.1.2 No Keyboard Trap (Level A)

If keyboard focus can be moved to a component of the page using a keyboard interface, then focus can be moved away from that component using only a keyboard interface, and, if it requires more than unmodified arrow or tab keys or other standard exit methods, the user is advised of the method for moving focus away.

Success Criterion 2.4.1 Bypass Blocks (Level A)

A mechanism is available to bypass blocks of content that are repeated on multiple web pages.

Success Criterion 2.4.2 Page Titled (Level A)

Web pages have titles that describe topic or purpose.

Success Criterion 3.1.1 Language of a Page (Level A)

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

Success Criterion 3.3.2 Labels of Instructions (Level A)

Labels or instructions are provided when content requires user input.

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.

Recommendations

1. MDCS should ensure that its third-party contractor is in compliance with WCAG 2.1. For example, MDCS can request accessibility statements and reports from its third-party contractor to review for compliance.
2. MDCS should work with its third-party contractor to develop a web maintenance schedule to periodically (e.g., quarterly or semiannually) review and update JobQuest webpages that are noncompliant with WCAG 2.1.
3. MDCS should assign designated staff members to oversee the accessibility compliance of all webpages on the JobQuest website.

Auditee’s Response

See response 1. Additionally, MDCS is working with a third-party contractor to develop a plan to align JobQuest with WCAG 2.1. MDCS will work with its contractor to develop a web maintenance schedule to periodically review and update JobQuest webpages that are found to be noncompliant with the standards.

Auditor’s Reply

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

16.    Each workshop offered on the JobQuest website has its own webpage to which a user can navigate in order to view information about that workshop. Workshops include events such as resume workshops or recruitment fairs.

Date published:	May 27, 2025