By: Imama Noor
On the frontlines of community service, inclusion is not a mere policy—it should be a practice, a shared responsibility, and a constant evolution embraced everywhere. Frontline workers are the first point of contact, and for them, this isn’t just a responsibility; it’s a daily practice that can mean the difference between someone feeling welcomed or excluded, empowered or overlooked.
At the Abilities Centre, frontline staff wear many hats—coaches, facilitators, advocates— and through it all, they exemplify the Centre’s commitment to equity and accessibility, making inclusion more than a buzzword.
To better understand how they facilitate inclusion for our community, we sat down with some of these incredible team members to hear their stories—what they’ve learned, the challenges they face, and how they’ve turned inclusion into action.
What Does Inclusion Really Mean?
At its core, inclusion is about creating communities where everyone feels a true sense of belonging, can participate fully and meaningfully, and are empowered to show up as their authentic selves.
On the frontlines, inclusion includes:
- Proactive Design: Anticipating needs and addressing barriers before they arise.
- Empowering Individuals: Meeting people where they are and supporting them in achieving their goals.
- Flexibility: Adapting programs, tools, and approaches to suit diverse needs.
- Authentic Listening: Hearing directly from individuals with lived experiences and integrating their feedback into practice.
The Rewards of Inclusive Work
Whether it’s helping a job seeker regain confidence, supporting a participant to overcome barriers in a workshop, or creating a space where families feel supported, for frontline workers, inclusion is deeply personal and immensely rewarding. Many describe their work as a journey of connection and growth.
"You see someone who’s determined to participate however they can, and it pushes you to think more creatively about how we can make things better—not just for them, but for everyone else."
- Allison Bonk, Senior Coordinator, Fitness & Wellness
These experiences show how deeply these efforts shape not only the lives of those we aim to support but also the perspectives and growth of the staff who walk alongside them.
The Challenges Along the Way
Despite its rewards, fostering inclusion isn’t always easy. Here are just some of the hurdles staff often encounter:
Resistance to Change:
Change isn’t easy for everyone. Whether its shifting mindsets, introducing new practices, or breaking old routines, resistance can slow progress. Even well-intentioned organizations can struggle when individuals or teams resist new ideas or changes to existing processes.
Resistance often stems from a fear of the unknown or discomfort with stepping outside established norms. Teams may hesitate to adopt new practices because they feel unprepared or because change can be perceived as a critique of their current work. But change isn’t about replacing what's been done—it’s about making it better.
Resource Gaps:
Many organizations face limitations in funding, tools, and training that hinder their ability to address diverse needs. Accessible technology like closed captioning software to the time required for specialized staff training, are all vital, but they require investment.
What’s more, formal education programs often lack comprehensive training in accessibility and inclusion. As a result, staff are often required to learn on the job, navigating unfamiliar territory without a strong foundation of knowledge. This lack of preparation not only puts pressure on individual staff but can also slow the implementation of inclusive practices at an organizational level.
Lack of Consistency:
Due to limited resources, lack of capacity or even resistance to change, standards of practice can vary widely across departments or teams even within an organization, resulting in inconsistent experiences.
Christina Sakelaris, our Senior Coordinator of Employer Engagement & Outreach, noted,
“I’ve seen this happen before where when one team will prioritize and excel in one aspect, setting a set standard, but another team falls short. When this inconsistency occurs, it can undermine a person’s overall experience and makes them feel that their needs are only partially understood and acknowledged.”
Lessons Learned by Frontline Staff: Inclusion in Action
When asked about what their experiences have taught them, our staff shared these valuable lessons about embodying inclusion through deliberate strategies and personal growth:
Tailored Approaches Are Key
“Inclusion isn’t a one-size-fits-all solution. It recognizes that even those with shared experiences may have unique needs and preferences. So, it’s important to see each person as an individual, and approach every interaction without assumptions.”
- Christina Sakelaris, Senior Coordinator, Employer Engagement & Outreach
This perspective reminds us that shared experiences do not always translate to shared needs. For example, two individuals may share similar mobility needs, yet their preferences might vary greatly—one might feel most comfortable standing with periodic breaks, while another might require a supportive chair for extended sessions. Inclusion means meeting people where they are.
Accessibility is for All
“When we talk about inclusion and accessibility within organizations, we think about the people coming through our doors, but we don’t always consider the people working there. If your workplace isn’t accessible or inclusive, it sends the message that you didn’t expect anyone else with unique needs to be part of the team.”
- Allison Bonk, Senior Coordinator, Fitness & Wellness
When organizations design for accessibility but overlook the needs of their own staff, they’re sending an unintended message: that they didn’t expect diverse individuals to be part of the team. True accessibility means everyone is considered, not just participants. It’s about creating a workplace that says, “You Belong Here”.
Practice Makes Progress
“You can read about accessibility in a textbook, but until you’ve worked directly with someone, listened to their experiences, and adapted to their needs in the moment, you don’t fully understand what it [inclusion] means.”
- Brier Kaake, Senior Coordinator, Member Services
For many staff, one of the most eye-opening lessons has been recognizing the gap between theory and practice. Real-world exposure, whether it’s shadowing a colleague, seeking feedback from participants, or reflecting on daily interactions, have proven essential in bridging this gap. It’s in these moments of hands-on learning that staff develop the adaptability, empathy, and problem-solving skills required to translate theory into meaningful action.
Feedback as a Tool for Growth
“It’s not enough to just listen, you need to take what you hear, and work with others to understand their needs and then implement that into what you’re doing. This means that you also you need to foster a safe and collaborative environment where others know that with you, they will be heard.”
- Christina Sakelaris, Senior Coordinator, Employer Engagement & Outreach
Engaging in ongoing conversations, whether it be with the community you serve, partners, or even within your own teams about needs and experiences creates opportunities to refine practices and ensure that everyone feels seen and heard.
Stay Proactive
“We try to anticipate things beforehand instead of waiting for something to happen and then having to come up with a solution. We try to take a more proactive approach rather than being reactive.”
- Allison Bonk, Senior Coordinator, Fitness & Wellness
Learning to anticipate needs is definitely a skill that comes with experience. By paying attention to patterns, listening closely to feedback, and adapting along the way, you can create environments that work for everyone. Being proactive isn’t just about avoiding problems—it’s about building spaces and experiences where inclusion feels effortless and intentional.
A Growth Mindset: Learning and Growing Along the Way
“You might not get it right away, or you might not get everything perfect, but the point is to try and do better each time. You want to learn from your experiences and let them inform how you go about things next time, and you’ll continue to make progress.”
- Brier Kaake, Senior Coordinator, Member Services
It’s not about getting everything perfect—it’s about constantly learning and improving. Every challenge is a chance to grow and adapt, and with each step forward, the process becomes more inclusive and thoughtful. It’s this commitment to growth that ensures no one is left behind and that environments remain welcoming and accessible for everyone.
Looking to the Future: Building a Culture of Inclusion
Inclusive frontlines require more than just individual efforts—they need organizational commitment. This can look like:
- Investing in Infrastructure: Create environments that are designed with accessibility at their core, from physical spaces to digital platforms. Tools, technologies, and resources should not just accommodate but actively empower individuals of all abilities.
- Creating Safe Spaces: Build safe spaces where participants, staff, and community members feel valued and comfortable sharing their needs and perspectives.
- Challenging Biases: Encourage ongoing education and reflection at every level of the organization. Tackling unconscious bias and fostering empathy require intentionality, dialogue, and a willingness to evolve.
Closing Thoughts
Frontline workers are the foundation of inclusive services, shaping environments where people feel valued, respected, and empowered. Their creativity, resilience, and commitment ensure that inclusion is more than a promise—it’s a practice.
As we look to the future, let’s not just champion inclusion but actively embed it in every decision and interaction. This means turning shared lessons into meaningful actions—creating opportunities to listen, learn, and adapt together. Because when inclusion thrives on the frontlines, it creates ripples that transform communities.
About the Author:
Imama Noor (she/her) is a Research Coordinator at the Abilities Centre, holding a Master’s degree in Developmental Psychology and Psychopathology. She is passionate about improving lives through impactful research and thorough program evaluation. Imama also supports the Joint Research Ethics Board (JREB), ensuring that all research intiatives meet the highest ethical standards.
Stay up to date with new posts from AC Unlocked | The Blog! with our email newsletter!
Sign up for AC Unlocked emails