Serving People with Disabilities: Recognize and Respond
This screen provides information on a range of disabilities and specific tips on how to serve people with those disabilities.
Click on each disability for more information.
• Deaf/ Hard of Hearing
• Deafblind
• Intellectual/ Developmental
• Learning
• Mental Health
• Physical / Mobility
• Speech/ Language
• Vision Loss
• Other
Deaf/ Hard of Hearing
Recognize
- People with hearing loss may be deaf, oral deaf, deafened, or hard of hearing.
- People with hearing loss may use devices including hearing aids, special telephones, sign language interpreters, amplifiers, or a pen and paper.
Respond
- Attract the person’s attention before speaking by a gentle touch on the shoulder or a wave of your hand.
- When speaking to deaf or hard of hearing persons, make sure they can clearly see your face.
- Never shout to try to make yourself understood.
- If the person uses a hearing aid, try to reduce background noise or move to a quieter area.
Deafblind
Recognize
- A person who is deafblind cannot see or hear to some degree.
- A person may not be completely deaf and blind. Individuals who are deafblind may have some residual vision and/or hearing.
Respond
- Speak directly to the person.
- A person who is deafblind will explain to you how to talk with them.
- People who are deafblind may have an intervenor, a professional who helps with communicating. Identify yourself to the intervenor when you approach.
Intellectual/Developmental
Recognize
- Developmental or intellectual disabilities, ranging from mild to profound, can limit a person’s ability to learn, communicate, perform everyday activities, and live independently.
- It may be difficult to recognize someone who has this disability unless you are told. Remember, not all disabilities are visible.
Respond
- Use plain language and make sure the person understands what you’ve said. You can be direct and ask: “Do you understand this?”
- Provide one piece of information at a time. Break down the information into simpler concepts but avoid exaggerated speech or gestures.
Learning
Recognize
- A variety of disabilities that affect how a person processes information.
- The person may have difficulty reading material or processing information.
Respond
- Take your time – people with learning disabilities may require more time to understand and respond.
- Provide information in a way that best suits the person. Even using a pen and paper may help them review and absorb the information. Explain the information clearly and be prepared to repeat it.
Mental Health
Recognize
- Includes several disabilities ranging widely in severity, including; anxiety, depression, schizophrenia, and bipolar disorder.
- Non-visible disabilities can be difficulty understand.
Respond
- Reassure the person and listen carefully. Focus on meeting the person’s needs. Remember, not all disabilities are visible.
- Reassure the client that you are there to assist them.
Physical / Mobility
Recognize
- A wide range of disabilities that restrict body movement to varying degrees.
- Physical disabilities may require people to use wheelchairs, walkers, canes, or other assistive devices.
Respond
- People with physical disabilities often have their own way of doing things. Ask them how you can help. Remove items that are in the way.
- Respect the person’s personal space. Don’t lean over them or on an assistive device.
- When speaking to a person in a wheelchair for more than a minute, sit crouch down to their eye level.
- Never move devices such as canes or walkers, out of the person’s reach.
- If you are assisting a person in a wheelchair, make sure they are ready to be moved and describe what you are going to do before moving them.
Speech / Language
Recognize
- Difficulty in communicating verbally such as difficulty finding words or stuttering.
- A person with severe speech or language disability may use a communication board or other device.
Respond
- Be patient. Give the person the time they need to get their point across.
- If possible, ask questions that can be answered with a “yes” or “no".
- Don’t interrupt or finish the person’s sentences. Give them time to express themselves.
Vision Loss
Recognize
- Don’t assume people with this disability are blind. Most people with this disability have some vision. They may have trouble reading signs, locating landmarks, or seeing hazards.
- Some customers need a guide dog or white cane. Others need to use a magnifier to view written materials.
Respond
- Identify yourself to the person and speak directly to them.
- Make written materials available in large print.
- Guide them to a chair or a comfortable location. Don't walk away without saying good-bye.
- Offer your elbow to guide the person. Wait for permission before starting to move. If they accept, walk slowly.
- Identify landmarks or other details to help orient your customer.
Other Disabilities
Recognize
- Other disabilities, which may be temporary or chronic, visible or non-visible, include fibromyalgia, chronic fatigue syndrome, arthritis, kidney disease, allergies, cardiovascular problems, seizure disorders, cancer, diabetes, and HIV infections.
- These disabilities may affect a person’s cognitive and physical abilities.
Respond
- Be patient when speaking to people with these disabilities.
- Make sure equipment and supplies are close to the person.
Deaf/ Hard of Hearing (click here to close this box)
Recognize
- People with hearing loss may be deaf, oral deaf, deafened, or hard of hearing.
- People with hearing loss may use devices including hearing aids, special telephones, sign language interpreters, amplifiers, or a pen and paper.
Respond
- Attract the person’s attention before speaking by a gentle touch on the shoulder or a wave of your hand.
- When speaking to deaf or hard of hearing persons, make sure they can clearly see your face.
- Never shout to try to make yourself understood.
- If the person uses a hearing aid, try to reduce background noise or move to a quieter area.
Deafblind (click here to close this box)
Recognize
- A person who is deafblind cannot see or hear to some degree.
- A person may not be completely deaf and blind. Individuals who are deafblind may have some residual vision and/or hearing.
Respond
- Speak directly to the person.
- A person who is deafblind will explain to you how to talk with them.
- People who are deafblind may have an intervenor, a professional who helps with communicating. Identify yourself to the intervenor when you approach.
Intellectual/Developmental (click here to close this box)
Recognize
- Developmental or intellectual disabilities, ranging from mild to profound, can limit a person’s ability to learn, communicate, perform everyday activities, and live independently.
- It may be difficult to recognize someone who has this disability unless you are told. Remember, not all disabilities are visible.
Respond
- Use plain language and make sure the person understands what you’ve said. You can be direct and ask: “Do you understand this?”
- Provide one piece of information at a time. Break down the information into simpler concepts but avoid exaggerated speech or gestures.
Learning (click here to close this box)
Recognize
- A variety of disabilities that affect how a person processes information.
- The person may have difficulty reading material or processing information.
Respond
- Take your time – people with learning disabilities may require more time to understand and respond.
- Provide information in a way that best suits the person. Even using a pen and paper may help them review and absorb the information. Explain the information clearly and be prepared to repeat it.
Mental Health (click here to close this box)
Recognize
- Includes several disabilities ranging widely in severity, including; anxiety, depression, schizophrenia, and bipolar disorder.
- Non-visible disabilities can be difficulty understand.
Respond
- Reassure the person and listen carefully. Focus on meeting the person’s needs. Remember, not all disabilities are visible.
- Reassure the client that you are there to assist them.
Physical / Mobility (click here to close this box)
Recognize
- A wide range of disabilities that restrict body movement to varying degrees.
- Physical disabilities may require people to use wheelchairs, walkers, canes, or other assistive devices.
Respond
- People with physical disabilities often have their own way of doing things. Ask them how you can help. Remove items that are in the way.
- Respect the person’s personal space. Don’t lean over them or on an assistive device.
- When speaking to a person in a wheelchair for more than a minute, sit crouch down to their eye level.
- Never move devices such as canes or walkers, out of the person’s reach.
- If you are assisting a person in a wheelchair, make sure they are ready to be moved and describe what you are going to do before moving them
Speech / Language (click here to close this box)
Recognize
- Difficulty in communicating verbally such as difficulty finding words or stuttering.
- A person with severe speech or language disability may use a communication board or other device.
Respond
- Be patient. Give the person the time they need to get their point across.
- If possible, ask questions that can be answered with a “yes” or “no".
- Don’t interrupt or finish the person’s sentences. Give them time to express themselves.
Vision Loss (click here to close this box)
Recognize
- Don’t assume people with this disability are blind. Most people with this disability have some vision. They may have trouble reading signs, locating landmarks, or seeing hazards.
- Some customers need a guide dog or white cane. Others need to use a magnifier to view written materials.
Respond
- Identify yourself to the person and speak directly to them.
- Make written materials available in large print.
- Guide them to a chair or a comfortable location. Don't walk away without saying good-bye.
- Offer your elbow to guide the person. Wait for permission before starting to move. If they accept, walk slowly.
- Identify landmarks or other details to help orient your customer.
Other Disabilities (click here to close this box)
Recognize
- Other disabilities, which may be temporary or chronic, visible or non-visible, include fibromyalgia, chronic fatigue syndrome, arthritis, kidney disease, allergies, cardiovascular problems, seizure disorders, cancer, diabetes, and HIV infections.
- These disabilities may affect a person’s cognitive and physical abilities.
Respond
- Be patient when speaking to people with these disabilities.
- Make sure equipment and supplies are close to the person.
