Workforce Investment Act E-bulletin - January 2004

The Southwest ADA Center distributes this E-bulletin on a regular basis to provide technical assistance to effectively serve and include people with disabilities.

If you have topic ideas or best practices you would like to share in future issues, please e-mail them to swdbtac@ilru.org.

The information herein is intended solely as informal guidance and is neither a determination of your legal rights or responsibilities under the Act, nor binding on any agency with enforcement responsibility under the ADA. For additional technical assistance, email swdbtac@ilru.org or call our hotline at 800/949-4232 (v/tty).

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• Do you ever feel awkward in the presence of a person with a disability?
• If you learned that you were going to provide employment services to a group of young adults with cerebral palsy, would you feel somewhat apprehensive?
• Do you ever catch yourself treating someone with a disability differently from how you treat those who are not disabled?
• Do you feel like you should pay extra special attention to a person because she is disabled?

If you honestly answered “yes” to some or most of the above questions, think about why you did. But don’t fell terribly guilty. Given our backgrounds and the long time – now outdated – disability-related beliefs of our society, it is almost predictable that most of us are unsure of how to positively interact with people with disabilities. This e-bulletin will review the personal and programmatic importance of disability etiquette; provide you with key tips; and leave you with resources to learn more.

Table of Contents:

• A. What Is Disability Etiquette And Why Is It So Important For One-Stop Staff To Learn?
• B. General Etiquette Tips For Interacting With People With Disabilities.
• C. Links To Learn More About Disability Awareness, Etiquette, And Respectful Use Of Language

A. What Is Disability Etiquette? And Why Is It So Important For One-Stop Staff To Learn?

As a one-stop representative, you are expert at providing good customer service. One-stop staff are usually familiar and comfortable with appropriate etiquette for interacting with people from all kinds of backgrounds, and with all types of demeanors.

But are you aware of how to provide quality and useful service to people who have disabilities? Do you know the respectful way to approach someone using a wheelchair; to offer help to someone who is blind; or to converse with someone with a speech impairment? Your word choice, body language and listening have the power to distance and insult or to motivate and empower customers.

Like all other customers, people with disabilities come to your one-stop to gain meaningful employment. Becoming aware of unintentional negative images and attitudes which you and your colleagues may be conveying -- or otherwise stated, developing sensitivity to the perspective of people with disabilities -- is the first step towards realizing positive program outcomes as they relate to people with disabilities. Learning etiquette tips to communicate respect and equality to customers with disabilities is the next step, and will facilitate positive relationships with customers with disabilities. In turn, you and your customers will work together more effectively to reach employment goals.

The goal of the Americans with Disabilities Act, Section 188 of the WIA (non-discriminatory regulations) and other federal and state laws is to assure the integration of people with disabilities into all aspects of American life, including the workplace. Where people with disabilities were once viewed solely as helpless or tragic victims, people with disabilities and society are now recognizing that people with disabilities as just that: PEOPLE, people who are and can be full participants in and contributors to society. Having sensitivity and practicing good etiquette with one-stop customers with disabilities will increase interaction comfort levels, implement the spirit of these laws, and move your customers with disabilities to work as quickly and effectively as you move all one-stop customers.

B. General Etiquette Tips For Interacting With People With Disabilities

1) Ask Before You Help
Just because someone has a disability doesn’t mean he/she needs help. If the setting is accessible to his/her particular disability, usually assistance is not needed. Just like anyone else, adults with disabilities want to be treated as independent people. If it appears that someone may need help, ask before you act. Then, if someone does want help, make sure to ask HOW you may best assist.

2) Be Sensitive About Physical Contact
People with disabilities have the same sense of personal space as everyone else. Additionally, personal assistance devices such as wheelchairs, walkers, and FM loops should be recognized as an extension of the person using them. Therefore, if you wouldn’t naturally lean on an able-bodied person’s shoulder, don’t lean on a person’s wheelchair. Be aware that some people with disabilities depend on their arms or devices for balance; so grabbing someone, even with the intent to help, could knock them off balance. Let a person who is blind hold YOUR arm when you guide them - not the other way around.

3) Think Before You Speak
Always speak directly to the person with a disability, not to his or her companion, aide or sign language interpreter. Converse with him/her as you would anyone without a disability.

4) Don’t Make Assumptions
People with disabilities are the best judge of what they can and cannot do. Don’t make decisions for them about participating in an activity. Keep in mind that it is your job to make sure your services are accessible to all customers, including those with disabilities. You might be surprised to discover how technology enables someone who is blind to run a company!

5) Use Positive Language
Use people first language when writing or speaking about people with disabilities. People first language always recognizes and puts the person first. For example: instead of “a wheelchair person,” try “a person who uses a wheelchair;” and instead of “the disabled,” try “people with disabilities”. Avoid outdated and pity-centered terms like “handicapped,” “crippled,” “victim,” or “sufferer”.

There are more tips that can increase your comfort level with people with disabilities generally as well as with people with specific types of disabilities. To learn more, visit the links listed below.

Just Remember:
Ask for help when you are unsure. “Proper” etiquette with people with disabilities is just like “proper” etiquette with people without disabilities: it is sensitive and respectful. It also reflects a belief that people with disabilities are able to and entitled to participate in and contribute to society. Customers with disabilities want to and can be employed!

C. Links To Learn More About Disability Awareness, Etiquette, And Respectful Use Of Language
Institute for Community Inclusion

“Disability Overview” Provides a basic understanding of disability issues, and etiquette that should be followed when interacting with people with disabilities. http://www.communityinclusion.org/onestop/section4.pdf

“Meeting the Needs of People with Disabilities in the One-Stop System”
A review of issues to be considered in providing services to people with disabilities within a One-Stop system. http://www.communityinclusion.org/onestop/section1.pdf

Eastern Paralyzed Veterans Association
Free Publication of “Disability Etiquette – Tips On Interacting With People With Disabilities” It includes interacting with people who have a variety of different kinds of disabilities. http://data.unitedspinal.org/Publications/Publications.asp
Note: This page is not fully accessible, however, a screen reader should allow the user to order a publication.

Disability is Natural
“People First language”. For text only version: http://www.swdbtac.org/html/publications/ebulletins/wia/jan2004/firstlanguage.html
not fully accessible page: http://www.disabilityisnatural.com/peoplefirstlanguage.htm

“A New Way of Thinking” For text only version: http://www.swdbtac.org/html/publications/ebulletins/wia/jan2004/newwaythinking.html
not fully accessible page: http://www.disabilityisnatural.com/anewwayofthinking.htm

New Mexico Business Leadership Network
“Talking About Disability - A Guide to Using Appropriate Language” http://www.acils.com/acil/talking.html

California Statewide Independent Living Council
“General Etiquette - Interacting with People with Disabilities”
It includes interacting with people who have a variety of different kinds of disabilities. http://www.calsilc.org/interact.pdf

City of San Antonio
“San Antonio Disability Etiquette Handbook”
This page is not completely accessible. There is not a skip navigation link. Additionally, to navigate around the greater site may be compromised because of drop down menus. However, a screen reader will be able to read the content on this page. To request help in accessing the content of this page, please contact swdbtac@ilru.org with attention to Rachel Kosoy. http://www.sanantonio.gov/ada/disability_handbook/disability_handbook.asp

References for this E-bulletin:
Ballinger, Julie, “Understanding Disability as a Social Construct PowerPoint Presentation.” StarReach Enterprises.

Cohen, Judy, “Disability Etiquette, Tips on Interacting with People with Disabilities.” Eastern Paralyzed Veterans Association.

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contact us: DBTAC Southwest ADA Center
800-949-4232 or 713-520-0232 v/tty