I’m often asked the question by One-Stops and other public agencies providing community services: Where does accessibility begin? My response: Accessibility begins at the first point of contact for your customer. Whether that’s over the phone, at the bus stop, or through your outreach materials, as providers, your responsibility is to ensure that all points of entry are welcoming, safe, and accessible.
If it’s over the phone, be sure to mention that reasonable accommodations are available for customers with disabilities. If customers travel to your location via public transportation, don’t forget that they should be able to safely get to your front door. This is often referred to as the “path of travel.” As a public service provider, how a customer gets to your agency is just as important as what happens when they get inside. Last, but not least, don’t forget to include disability-related information in your outreach materials. If you are a federally funded agency, in addition to your Equal Opportunity taglines, you also need to include a TTY or Telecommunication Relay Service number if you include your phone number. This is for your customers that may need an alternate way to get in touch with you. More tips to come!
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