Return-to-Office is Here—What Employers and Employees Need to Know About Accommodation Requests

As more organizations roll out return-to-office mandates, employers will likely see an increase in workplace accommodation requests—continuing a trend we’ve seen over the past few years. According to AbsenceSoft’s 2025 State of Leave and Accommodation survey in the US, for the second year in a row, the majority of HR managers (60%) reported an increase in accommodation requests.

Employees who’ve adapted to working from home over the past few years may find the return to office brings new or renewed barriers—such as health-related limitations, caregiving obligations, or commuting challenges. The decision to mandate return to office is up to the employer. However, employers do have a legal responsibility to respond appropriately to accommodation requests.

But what type of accommodations are legally required by employers? Can employees request remote work as an accommodation? Understandably, there are a lot of questions around this change. AbsenceSoft reported that the top challenge for managers when managing accommodations was knowing if an accommodation was reasonable, followed by a lack of understanding about ADA and how to handle requests.

If done right, handling accommodation requests with empathy and consistency is a chance for employers to support retention and ensure that return-to-office processes are as inclusive as possible.

At Gowan Consulting, our work focuses on disability-related work accommodations, so this is our area of expertise; however, we recognize that it's important for employers to have processes in place to address both medical and family accommodations. Note that this site information is for educational and informational purposes only and does not constitute medical or legal advice. Please review the applicable laws and regulations in your region for more information.

Are Employees Obligated to Return to the Office?

Employers do not have to allow remote work if it is not outlined in the employment contract, and any temporary arrangements can be revoked. In some cases, remote work may have been previously granted as an accommodation—if this is the case, the employer might reassess the employee’s current needs and functional limitations to see if working from home is still the most reasonable accommodation.

Under Canadian human rights legislation, employers have a duty to accommodate employees to the point of undue hardship. That means:

• Listening to and responding to requests for support
• Considering individual needs on a case-by-case basis
• Adjusting work conditions, within reason, to remove barriers

Employers must engage in an interactive process with employees to understand their limitations and explore reasonable solutions—accommodations should not be applied as a blanket approach. Involving healthcare professionals, such as Occupational Therapists, can help employers understand functional limitations and provide the most efficient accommodations for each employee.

Types of Accommodation Requests You Might See

During the pandemic, remote work removed some barriers to successfully staying at work or entering the workforce, particularly for those with disabilities or caregiving responsibilities. If they have not already, some of these employees may request remote work as an accommodation. This is a common request – according to AbsenceSoft’s survey, 51% of accommodation requests last year were for remote work. In Canada, the number of persons with disabilities who needed a working from home accommodation went up from 172,000 in 2017 to 303,000 in 2022.¹

However, to determine if remote work is reasonable, it’s important to understand the reason behind the request—that is, the barriers that make function difficult in the physical workplace. Employees may experience:

Medical challenges

• Mental health issues, such as anxiety or PTSD symptoms, worsened by crowds or noise
• Physical challenges or chronic pain affected by difficult commutes, long work hours, or non-ergonomic workspaces
• Sensory or accessibility-related challenges, such as the need for quiet spaces or certain technology, for neurodivergent employees

Caregiving challenges

• New or ongoing family responsibilities that require support at home, such as childcare or eldercare

Commuting challenges

• Concerns related to the employee’s distance from the office or lack of means of transportation

Disability-related issues and family status are among legally protected grounds that may be accommodated through remote work. However, other accommodations may be offered in the workplace that address the same functional challenges. For example, if noise is an issue in the workplace, noise-cancelling headphones or quiet working spaces may be an appropriate alternative accommodation solution.

How to Handle Medical Accommodation Requests Fairly

To support employees and meet legal obligations, employers can follow these steps in the accommodation process:

1. Understand the demands of a role to inform your decision about remote work. Some roles (e.g., bank teller, sanitation specialist, etc.) must be performed in-person due to occupational requirements. If in-person tasks are necessary for the operation of the business, remote work may not be an appropriate accommodation.
2. Acknowledge the employee’s request promptly. Let the employee know that their request will be reviewed under the organization’s accommodation process.
3. Request appropriate information. Focus on functional abilities, not medical diagnoses. You may ask for documentation from a healthcare provider to understand the employee’s work-related limitations and needs.
4. Consult an expert for a third-party, objective assessment. By assessing the essential duties of a role, the employee’s abilities, and the work environment, a healthcare provider (such as an Occupational Therapist) can suggest specific accommodations for the employee, such as flexible scheduling, alternative duties, work equipment, environmental changes, etc.
5. Explore solutions collaboratively. Work with the employee and relevant workplace parties to implement accommodations in a way that supports the employee’s needs while meeting business requirements.
6. Document all discussions and decisions. Keep clear records of requests, assessments, and accommodation plans.
7. Monitor and update accommodations as needed. As needs or roles evolve, so should accommodations. Check in with the employee to see if the supports provided are addressing the concerns.

Making Return to Office Work for Everyone

Even if return to work is important for organizational objectives, it doesn’t mean that there still can’t be autonomy and trust in how, when, and where work happens. Experts say that flexibility is key is making sure employees feel heard and supported – and this is also true for the accommodation process.

Employers can:

• Communicate clearly about the return-to-office plan before it happens, and explain why it is important for team collaboration, service delivery, and business goals.
• Talk to employees about their needs and concerns to understand what barriers they may face and how to support them through the transition.
• Train managers to recognize and respond appropriately to accommodation requests and to approach these conversations with empathy and consistency.
• Build flexibility into their policies where possible. Even if employees need to return to the office, they can consider how flexible hours, time-off policies, and hybrid models can support employees with their health and family responsibilities.

How Can Gowan Consulting Help?

At Gowan Consulting, we know the importance of creating workplaces that are inclusive, accommodating, and supportive of all employees, regardless of their physical or mental abilities. Our services help employers promote a healthy, safe, and productive environment.

• Make a referral for a third-party, objective accommodation assessment so our Occupational Therapists can help you understand your employees’ strengths and limitations and provide strategies for success.
• Do your leaders need training on supporting employees in distress? Manager Mental Health Training can help managers navigate the questions and challenges that arise when working with employees with mental health concerns.
• Contact us to learn more about how we can help you find the best workplace solutions for your employees.

Resources

[1] Schimmele, C., Jeon, S-H., & Arim, R. Changes in workplace accommodations among employed Canadians with disabilities, 2017 to 2022. (2024, August 28). Statistics Canada. https://www150.statcan.gc.ca/n1/pub/36-28-0001/2024008/article/00004-eng.htm