+ CUSTOMER SERVICE Meeting the Needs of People with Disabilities

+ Title II Entities Obligations Program access to all services and facilities Equivalent alternatives are ok when full facility or technical access is not possible.

+ Types of Disabilities Sensory Motor/Movement Speech Cognitive Psychiatric Conditions involving body systems such as diabetes/cancer/asthma

+ Environment

+ Where things are located/arranged Signage Maintenance of accessible features

+ Personal Space

+ Respect personal space. Don’t touch someone’s wheelchair, cane, etc. unless appropriate Guide blind from shoulder with your hand.

+ Communication

+ Look at the individual who is the customer, not the person who is interpreting, etc. Stay in facial view of deaf and enunciate clearly. Make sure communication is understood before moving on.

+ When guiding blind, be sure to give verbal directions of what you are doing. Ask what works best. Don’t talk too loudly or as if to a child—doesn’t help communication.

+ Service Animals

+ Only dogs are considered service animals under the ADA. May only ask if dog is a service animal and task it can perform. Must be under handlers control (not necessarily on a leash) Don’t distract working dogs, ask to pet, etc.

+ Modification of Policies

+ Should be able to modify some policies on the spot. Use common sense. Example: No food policy is ok, but if a diabetic is discreetly eating a small snack to avoid low blood sugar, that may be a time to make an exception.

+ More Challenging Situations

+ Anxiety Autism Confusion When person is challenging to work with

+ You and patrons have a right to be treated with respect and safety of others is always most important. But,

+ Situations can be avoided or deescalated by: Having a “safe space” Using a calm, lower tone of voice Don’t approach quickly or get too close.

+ Work with parents or staff if caretakers are along. Let them direct person with disabilities: take cues from them. Get guidance on what works for future.