The Basics
Ask if they need assistance.
What should you do before helping someone with accessibility needs?
Identify yourself and your role. Include others if there is a group.
What is the first thing you should do when helping someone with vision accessibility needs?
Personal space.
What is a person’s wheelchair or crutch?
Follow the person’s cues for communication preference: sign language, gestures, writing, or speaking. If you have trouble understanding, let them know.
How do you learn their communication preferences?
Speak normally, don’t assume they have an intellectual disability.
How should you speak to a person with autism?
Put the person first. Say “person with a disability” rather than “disabled person.”
How to properly refer to a person with accessibility needs? Avoid outdated terms like “handicapped,” “crippled,” or “retarded.”
Provide a “tour” of the store. (Make note of exits, sections of store, and restroom)
What is an important step during the introduction?
Grab a chair and sit at their level. If not possible, stand at slight distance so they don’t strain their neck.
How do you speak to a person in wheelchair?
Make sure you have their attention. Depending on situation, extending arm or slight wave is appropriate.
What should you do before speaking?
Ask the person if they would prefer to move to another setting.
What to do if someone may be distracted or having difficulty concentrating?
Speak directly to a person with accessibility needs, not to their companion or sign language interpreter.
How do you speak with a person that has accessibility needs?
Inform them you are leaving for a few minutes and ask if they need anything or have any questions.
What do you do before stepping away from a person who is blind?
Always ask before offering help. Falls are a problem for people with limited mobility. Opening doors, grabbing an arm or crutches, or even moving a chair may present a problem.
What should you do before helping someone with mobility needs.
Speak clearly and avoid obscuring your face when speaking.
What are best practices for speaking to someone that has hearing loss and may be watching people’s lips to help them understand?
Not looking at the person speaking.
What is a behavior that does not imply the person is paying attention?
A person’s equipment, such as wheelchair, scooter
What is personal their personal space?
Offer to read written information - such as menus, labels. Count out change so they know which bills are which.
How can you help with written information?
Be aware of a person’s reach limits. Place as many items as possible within their reach.
Where do you place items for a customer with mobility needs.
Do not shout. If the person uses a hearing aid, it will be calibrated to normal voice levels; your shout will distort the words.
What is the proper voice level to speak?
Offer to write down what you are saying.
How to help someone you think might not be understanding or retain the information?
Listen attentively when you are talking with a person who has difficulty speaking. Be patient and wait for the person to finish, rather than correcting or speaking for the person.
How to listen to a customer?
People who are blind may need their arms for balance, so offer your arm - DON’T take theirs - if they need to be guided.
How do you guide a customer with vision needs through store?
Higher seats are easier for some people to use.
What might be the best place for someone with mobility needs to sit and wait?
People who are deaf need to be included in the decision making process. Do not decide for them.
Who should make decisions?
Changes in routine or schedule may upset or confuse people with autism. Explain possible changes and process.
What is setting proper expectations?