ACCESSIBILE ATTITUDES
Disability Etiquette for One-Stop Staff

This handbook presents guidelines for One-Stop staff on how to communicate effectively with persons with disabilities. These guidelines are consistent with practices endorsed by recognized disability advocates and also comply with the Americans with Disabilities Act. However, it should be noted that there are over 50 million Americans with disabilities; there are differing opinions on what is offensive or correct. The final determination of what is appropriate must always follow not just "legal or political correctness", but must take into account the feelings and needs of each individual.

Each One-Stop staff member should adapt good "ATTITUDES" of disability etiquette, and should also be familiar with etiquette guidelines for employers who interview and hire One-Stop customers. Employers’ disability etiquette guidelines are provided in the Employer Support section, "It Starts Here!"

CONTENTS

It Starts With the Right ATTITUDE! Customer Service Etiquette Service Animal Etiquette Scheduling Appointments Serving a Person Using Mobility Aids Serving a Person with Vision Impairments Serving a Person with Speech Disorders Serving a Person whom is Deaf or Hard of Hearing Glossary of Acceptable Terms Avoid Negative Connotations and Attitudes

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