Many customer-facing employees of public, city, or state-run organizations have, at one time or another, faced an issue regarding disruptive customers. Often, these encounters are worsened by either the other customers in the area or staff that are ill-equipped to de-escalate and work around communication or behavioral issues. Frequently, this results in situations that spiral out of control, cannot be redirected, and blocks access to public spaces for individuals with mental disabilities.
Here are some tips you can use to enable your staff to respond appropriately while also preserving the rights of customers seeking mental health services.
Training
This seems obvious, but many employers are unaware that there are many effective trainings that staff can participate in. Sometimes, it’s a simple matter of inexperience and unfamiliarity with disability laws and confusion over how best to manage a delicate situation.
Providing your staff with resources to allow them to educate themselves can guide them the next time they encounter a similar situation.
For example, instead of escorting a customer out who may be experiencing some emotional disturbances, customer service staff could identify safe spaces or communication channels to work through a customer's concerns.
Each situation is different, and how the organization ultimately provides accommodations must be made at the policy level.
Compassion
It’s important that staff have completed some form of disability sensitivity training and are compassionate when interacting with all customers.
In the case of a person with a hearing impairment, for example, staff could extend the courtesy of engaging in a written exchange, finding an interpreter, or giving the person the chance to converse however they feel most comfortable.
It should also be within the organization's capability to firmly and politely educate customers about the process without making the explanation personal. This may be difficult for staff with issues around confrontation or who are shy, but, as stated in the tip above, effective training can help overcome those challenges.
Capability
Ultimately, of course, the responsibility for ensuring equitable access to public spaces lies with you, the employer. The Americans with Disabilities Act (ADA) is considered a baseline in this regard. Staff should have proper training in regards to the requirements of the ADA and the expectations the company has of customer-facing personnel to comply with other federal laws and regulations.
Ensuring access to all customers, including customers with disabilities, should be a priority in any workplace. From physical accommodations, like wheelchair-accessible customer service desks, to accommodations for customers seeking mental health services, adjustments to your public space should be both second nature and, in some cases, already implemented.
Remember, the ADA states:
- People with disabilities are entitled to “readily achievable” accommodations (accommodations that do not present an undue burden)
- Discrimination against people with disabilities is illegal, including denying services that are available to able-bodied individuals, failure to make reasonable accommodations, and deliberately screening out people with disabilities.
- Some disabilities are visible, and some are not—the best practice is to accommodate all individuals, whether they identify as having a disability or not.
Conclusion
Assisting and training your employees is an important first step to ensuring equal access to public spaces. That starts with the employer. Consider training an investment in your staff and the organization. And remember:
- Compassion can go a long way
- Accommodations should, ideally, be already considered and implemented
- Ensuring equitable access starts with you.
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