diset-pt 1 10/98...impaired, offer him a tour of your business. people who are blind need their arms...

TIPS ON INTERACTING

WITH PEOPLE

WITH DISABILITIES

By Judy CohenACCESS RESOURCES

Illustrations by

Yvette Silver

EASTERN PARALYZEDVETERANS ASSOCIATION

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A PUBLICATION OF THE

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DisabilityEtiquette

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ABOUT EPVA

The Eastern Paralyzed Veterans Association isdedicated to enhancing the lives of veteranswith a spinal cord injury or disease by ensuringquality health care, promoting research andadvocating for civil rights and independence.EPVA is a chapter of the congressionally char-tered Paralyzed Veterans of America and hasover 2,000 members in New York, New Jerseyand Connecticut.

EPVA is a not-for-profit organization based inJackson Heights, New York. Since our foundingin 1946, EPVA has enabled members, as well asother people with disabilities, to lead full andproductive lives. All of our services, frombenefits counseling to wheelchair sports, aresupported through greeting card and otherpremium direct mail fund-raising programs.

ACCESS RESOURCES

Training in the Americans with Disabilities Act,Disability Awareness Training, Mediation,Accessible Event Planning.

Judy Cohen Executive Director

351 West 24th Street, Suite 9FNew York, NY 10011(212) 741-3758 (Voice/TTY)email: [email protected]

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Introduction ............................................................ 1

The Basics ................................................................ 2

Language Tips ......................................................... 5

People Who Use Wheelchairs orHave Mobility Impairments .................................. 7

People Who Are Blind or Visually Impaired .... 12

People Who Are Deaf or Hard of Hearing ....... 17

People With Speech Disabilities ........................ 23

Persons of Short Stature ..................................... 24

People with Cerebral Palsy ................................. 25

Tourette Syndrome .............................................. 26

Multiple Chemical Sensitivity (MCS) ................. 29

Epilepsy (Seizure Disorders) ............................... 31

HIV & AIDS ............................................................ 33

Psychiatric Disabilities ......................................... 34

Cognitive Disabilities: Mental Retardation ................................... 35 Learning Disabilities ................................. 37 Traumatic (or Acquired) Brain Injury ...... 39

Emergency Evacuation Procedures ................... 41

A Final Word ......................................................... 44

Disability Access Resource List .......................... 45

Publications ........................................................... 48

Signage .................................................................. 51

Table of Contents

1

Introduction

THE NATIONAL ORGANIZATION ON DISABILITY

reports that more than 49 million Americanshave a disability. This booklet is for any-one—with or without a disability—whowants to interact more effectively withpeople with disabilities.

The Americans with Disabilities Act (ADA) of1990 was conceived with the goal of integrat-ing people with disabilities into all aspects ofAmerican life, particularly the workplace andthe marketplace. Sensitivity toward peoplewith disabilities is not only in the spirit of theADA, it makes good business sense. It canhelp you expand your practice, better serveyour customers or develop your audience.Practicing disability etiquette is an easy wayto make people with disabilities feel wel-come. When supervisors and co-workers usedisability etiquette, employees with disabili-ties feel more comfortable and work moreproductively.

You don’t have to feel awkward when dealingwith a person who has a disability. Thisbooklet provides some basic tips for you tofollow. And if you are ever unsure about whatto do or say with a person who has a disabil-ity, just ask!

2

The Basics

ASK BEFORE YOU HELP.

Just because someone has a disability, don’tassume she needs help. If the setting isaccessible, people with disabilities canusually get around fine. Adults with disabili-ties want to be treated as independentpeople. Offer assistance only if the personappears to need it. And if she does wanthelp, ask how before you act.

BE SENSITIVE ABOUT PHYSICAL CONTACT.

Some people with disabilities depend ontheir arms for balance. Grabbing them—even if your intention is to assist—couldknock them off balance. Avoid patting aperson on the head or touching his wheel-chair, scooter or cane. People with disabili-ties consider their equipment part of theirpersonal space.

THINK BEFORE YOU SPEAK.

Always speak directly to the person with adisability, not to his companion, aide or sign-language interpreter. Making small talk witha person who has a disability is great; justtalk to him as you would with anyone else.Respect his privacy. If you ask about hisdisability, he may feel like you are treatinghim as a disability, not as a human being.(However, many people with disabilities are

3

Speakdirectly tothe person

with adisability,not to his

companionor sign-

languageinterpreter.

4

DISABILITY ETIQUETTE

comfortable with children’s natural curiosityand do not mind if a child asks them ques-tions.)

RESPOND GRACIOUSLY TO REQUESTS.

When people who have a disability ask for anaccommodation at your business, it is not acomplaint. It shows they feel comfortableenough in your establishment to ask for whatthey need. And if they get a positive re-sponse, they will probably come back againand tell their friends about the good servicethey received.

DON’T MAKE ASSUMPTIONS.

People with disabilities are the best judge ofwhat they can or cannot do. Don’t makedecisions for them about participating inany activity. Depending on the situation, itcould be a violation of the ADA to excludepeople because of a presumption abouttheir limitations.

5

PUT THE PERSON FIRST. Say “person with adisability” rather than “disabled person.”Say “people with disabilities” rather than“the disabled.” For specific disabilities,saying “person with Tourette Syndrome” or“person who has cerebral palsy” is usuallya safe bet. Still, individuals do have theirown preferences. If you are not sure whatwords to use, ask.

Avoid outdated terms like “handicapped” or“crippled.” Be aware that many people withdisabilities dislike jargony, euphemisticterms like “physically challenged” and“differently abled.”

Say “wheelchair user,” rather than “confinedto a wheelchair” or “wheelchair bound.” Thewheelchair is what enables the person to getaround and participate in society; it’s liberat-ing, not confining.

It’s okay to use idiomatic expressions whentalking to people with disabilities. For ex-ample, saying, “It was good to see you,” and“See you later,” to a person who is blind iscompletely acceptable; they use these ex-pressions themselves all the time!

Many people who are Deaf communicatewith sign language and consider themselvesto be members of a cultural and linguistic

Language Tips

6


minority. They refer to themselves as Deafwith a capital “D,” and may be offended bythe term “hearing impaired” to refer topeople who have hearing loss but communi-cate in spoken language.

With any disability, avoid negative,disempowering words like “victim” or “suf-ferer.” Say “person with AIDS,” instead of“AIDS victim” or “one who suffers fromAIDS.”

Note: We want you to think of people whohave a disability as individuals— yourfriends, your co-workers, your neighbors—so rather than use the amorphous groupterm “they” for people with disabilities, weuse the pronouns “he” or “she” throughoutthis brochure.

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PEOPLE WHO USE

WHEELCHAIRS havedifferent disabilities andvarying abilities. Somecan use their arms andhands. Some can getout of their wheelchairsand even walk for shortdistances.

Wheelchair users are people, not equip-ment. Don’t lean over someone in a wheel-chair to shake another person’s hand or ask awheelchair user to hold coats. Setting yourdrink on the desktop attached to someone’swheelchair is a definite no-no.

Don’t push or touch a person’s wheelchair;it’s part of her personal space. If you helpsomeone down a curb without waiting forinstructions, you may dump her out of thechair. You may detach the chair’s parts if youlift it by the handles or the foot rest.

Keep the ramps and wheelchair-accessibledoors to your building unlocked and un-blocked. Under the ADA, displays should notbe in front of entrances, wastebaskets shouldnot be in the middle of aisles and boxesshould not be stored on ramps.

PeopleWho Use

Wheelchairs orHave

MobilityImpairments

PEOPLE WHO USE WHEELCHAIRS OR HAVE MOBILITY IMPAIRMENTS

8


Keepaccessible

paths oftravel clear.

9

Be aware of wheelchair users’ reach limits.Place as many items as possible within theirgrasp. And make sure that there is a clearpath of travel to shelves and display racks.

When talking to a wheelchair user, grabyour own chair and sit at her level. If that’snot possible, stand at a slight distance, sothat she isn’t straining her neck to make eyecontact with you.

If the service counter at your place ofbusiness is too high for a wheelchair user tosee over, step around it to provide service.

If your building has different routesthrough it, be sure that signs direct wheel-chair users to the most accessible waysaround the facility. People who walk with acane or crutches also need to know theeasiest way to get around a place, but stairsmay be easier for them than a ramp. Ensurethat security guards and receptionists at yourbusiness can answer questions about themost accessible way around the building.

If the nearest public restroom is not acces-sible or is located on an inaccessible floor,allow the person in a wheelchair to use aprivate or employees’ restroom that isaccessible.

People who use canes or crutches needtheir arms to balance themselves, so never

PEOPLE WHO USE WHEELCHAIRS OR HAVE MOBILITY IMPAIRMENTS

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Don’t aska wheelchair

user tohold things

for you.Respect her

personalspace.

WHEELCHAIRS / MOBILITY IMPAIRMENTS

11

grab them. Mobility-impaired people maylean on a door for support as they open it.Pushing them or quickly opening the doormay cause them to fall. Even pulling out orpushing in a chair may present a problem.Always ask before offering help.

If you offer a seat to a mobility-impairedperson, keep in mind that chairs with armsare easier for some people to use.

Falls are a big problem for people withmobility impairments. Be sure to set outadequate warning signs after washing floors.Also put out mats on rainy or snowy days tokeep the floors as dry as possible. (Make surethey don’t bunch up and make the floorimpassable for wheelchair users.)

People who are not visibly mobility-impaired may have needs related to theirmobility. For example, a person with arespiratory or heart condition may havetrouble walking long distances or walkingquickly. Be sure that your museum, hotel ordepartment store has ample benches forpeople to sit and rest on.

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PEOPLE WHO ARE BLIND

know how to orientthemselves and getaround on the street.They are competent totravel unassisted,though they may use a

cane or a guide dog. A person may have avisual impairment that is not obvious. Beprepared to offer assistance—for example inreading—when asked.

Identify yourself before you make physicalcontact with a person who is blind. Tell himyour name—and your role if it’s appropriate,such as security guard, usher, case worker,receptionist or fellow student. And be sure tointroduce him to others who are in thegroup, so that he’s not excluded.

If a new customer is blind or visuallyimpaired, offer him a tour of your business.

People who are blind need their arms forbalance, so offer your arm—don’t take his—ifhe needs to be guided. (However, it is appro-priate to guide a blind person’s hand to abanister or the back of a chair to help directhim to a stairway or a seat.)

If the person has a guide dog, walk on theside opposite the dog. As you are walking,

PeopleWho Are

Blindor VisuallyImpaired

13

PEOPLE WHO ARE BLIND OR VISUALLY IMPAIRED

If a personwho is blindneeds to be

guided,offer yourarm—don’t

take his.

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describe the setting, noting any obstacles,such as stairs (“up” or “down”) or a bigcrack in the sidewalk. Other hazards in-clude: revolving doors, half-opened filingcabinets or doors, and objects protrudingfrom the wall at head level such as hangingplants or lamps. If you are going to give awarning, be specific. Hollering “Look out!”does not tell the person if he should stop,run, duck or jump.

If you are giving directions, give specific,nonvisual information. Rather than say, “Goto your right when you reach the officesupplies,” which assumes the person knowswhere the office supplies are, say, “Walkforward to the end of this aisle and make afull right.”

If you need to leave a person who is blind,let him know. And leave him near a wall,table, or some other landmark. The middleof a room will seem like the middle ofnowhere to him.

Don’t touch the person’s cane or guide dog.The dog is working and needs to concen-trate. The cane is part of the individual’spersonal space. If the person puts the canedown, don’t move it. Let him know if it’s inthe way.

Offer to read written information—such asthe menu, merchandise labels or bank

15

PEOPLE WHO ARE BLIND OR VISUALLY IMPAIRED

Be specificwhen giving

directionsto people

who are blindor visually

impaired.

16


statements— to customers who are blind.Count out change so that they know whichbills are which.

If you serve food to a person who is blind,let him know where everything is on theplate according to a clock orientation (twelveo’clock is furthest from them, six o’clock isnearest). Some patrons may ask you to cuttheir food; this can be done in therestaurant’s kitchen before the meal isserved.

A person who is visually impaired mayneed written material in large print. Clearprint with appropriate spacing is just asimportant as the type size. Labels and signsshould be clearly lettered in contrastingcolors. It is easiest for most people withvision impairments to read bold white letterson black background.

Good lighting is important, but it shouldn’tbe too bright. In fact, very shiny paper orwalls can produce a glare which disturbspeople’s eyes.

If people who are blind or are visuallyimpaired regularly use your facility as cus-tomers or employees, inform them about anyphysical changes, such as rearranged furni-ture, equipment or other items that havebeen moved. Keep walkways clear of ob-structions.

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AMERICAN SIGN LANGUAGE

(ASL) is an entirelydifferent language fromEnglish, with a syntax allits own. Speech reading(lip reading) is difficultfor people who are Deaf if

their first language is ASL because themajority of sounds in English are formedinside the mouth, and it’s hard to speechread a second language. People who are hardof hearing, however, communicate in En-glish. They use some hearing but may rely onamplification and/or seeing the speaker’s lipsto communicate effectively.

When the exchange of information iscomplex—such as during a job interview ordoctor’s visit or when reporting a crime—themost effective way to communicate with aperson who is Deaf is through a qualifiedsign-language interpreter. For a simpleinteraction—such as ordering in a restaurantor registering for a hotel room—writing backand forth is usually okay.

Follow the person’s cues to find out if sheprefers sign language, gesturing, writing orspeaking. If you have trouble understandingthe speech of a person who is Deaf or hard ofhearing, let her know.

PeopleWho Are

Deafor Hard ofHearing

18


When anexchange ofinformationis complex,

the mosteffective

way tocommunicatewith a person

who is Deafis through a

qualifiedsign-language

interpreter.

19

When using a sign-language interpreter,look directly at the person who is Deaf, andmaintain eye contact to be polite. Talkdirectly to the person (“What would youlike?”), rather than to the interpreter (“Askher what she’d like.”).

People who are Deaf need to be included inthe decision-making process for issues thataffect them; don’t decide for them.

Before speaking to a person who is Deaf orhard of hearing, make sure that you get herattention. Depending on the situation, youcan wave your hand, tap her on the shoulderor flicker the lights.

Rephrase, rather than repeat, sentencesthat the person doesn’t understand.

When talking, face the person. A quiet,well-lit room is most conducive to effectivecommunication. If you are in front of thelight source—such as a window—with yourback to it, the glare may obscure your faceand make it difficult for the person who ishard of hearing to speech read.

Speak clearly. Most people who are hard ofhearing count on watching people’s lips asthey speak to help them understand. Avoidchewing gum, smoking or obscuring yourmouth with your hand while speaking.

PEOPLE WHO ARE DEAF OR HARD OF HEARING

20


There is no need to shout at a person whois Deaf or hard of hearing. If the person usesa hearing aid, it will be calibrated to normalvoice levels; your shout will just sounddistorted.

People who are Deaf (and some who arehard of hearing or have speech disabilities)make and receive telephone calls with theassistance of a device called a TTY (short forteletypewriter; also called a TDD). A TTY is asmall device with a keyboard, a paper printeror a visual display screen and acousticcouplers (for the telephone receiver).

When a TTY user calls a business that doesnot have a TTY, she places the call throughher state’s relay service. Likewise, a businessthat does not have a TTY can reach a cus-tomer who is a TTY user through the relayservice.

If you receive a relay call, the operatorwill identify it as such. Please do not hangup; this is the way that people who areDeaf are able to place an order at yourpizza parlor, call your store to find outwhat hours you are open, or make a reser-vation at your restaurant.

21

Do notobscure your

face whencommunicating

with a personwho is hard

of hearing.

PEOPLE WHO ARE DEAF OR HARD OF HEARING

22


If you havetrouble

understandinga person with

a speechimpairment,

ask himto repeat.

23

A PERSON WHO HAS HAD ASTROKE, is severely hardof hearing or has astammer or other type

of speech disability may be difficult tounderstand.

Give the person your full attention. Don’tinterrupt or finish the person’s sentences. Ifyou have trouble understanding, don’t nod.Just ask him to repeat. In most cases theperson won’t mind and will appreciate youreffort to hear what he has to say.

If, after trying, you still cannot understandthe person, ask him to write it down or tosuggest another way of facilitating communi-cation.

A quiet environment makes communica-tion easier.

Don’t tease or laugh at a person with aspeech disability. The ability to communi-cate effectively and to be taken seriously isimportant to all of us.

People WithSpeech

Disabilities

24

THERE ARE 200 DIAG-NOSED TYPES OF GROWTH-RELATED DISORDERS that

can cause dwarfism and that result in theperson being 4 feet 10 inches or less inheight. Average-size people often underesti-mate the abilities of dwarfs. For an adult,being treated as cute and child-like can be atough obstacle.

Be aware of having necessary items withinthe person’s reach to the maximum extentpossible.

Be aware that persons of short staturecount on being able to use equipment that isat their height. Be sensitive about not usinglower telephones, bank counters and urinalsif they are in limited supply.

As with people who have other disabilities,never pet or kiss a person of short stature onthe head.

Communication can be easier whenpeople are at the same level. Persons of shortstature have different preferences. You mightkneel to be at the person’s level; stand backso you can make eye contact without theperson straining her neck (this can be hardto do in a crowded room); or sit in a chair.Act natural and follow the person’s cues.

Persons ofShort

Stature

25

AS A RESULT OF INJURY

TO THE CENTRAL NERVOUS

SYSTEM, people withcerebral palsy (CP) have

difficulty controlling their muscles.

Follow the tips above for interacting withpersons who have speech disabilities.

Many people with CP have slurred speechand involuntary body movements. Yourimpulse may be to discount what they haveto say, based on their appearance. Monitoryour responses and interact with the personas you would with anyone else.

A person who may appear to be drunk, sickor have a medical emergency might in facthave CP or another disability. Get the factsbefore acting on your first impression,whether the situation is business, social orlaw enforcement.

PeopleWith Cerebral

Palsy

26

PEOPLE WITH TOURETTE

SYNDROME may makevocalizations or gestures

such as tics that they cannot control. A smallpercentage of people with Tourette Syn-drome involuntarily say ethnic slurs orobscene words. An employee or other personwith Tourette Syndrome will benefit from theunderstanding and acceptance of co-workersand others.

If a person with Tourette makes vocaliza-tions during a conversation, simply wait forher to finish, then calmly continue.

The more the person tries to contain theseurges, the more the urges build up. It may behelpful for a person with Tourette to have theoption to leave the meeting or conversationtemporarily to release the build-up in aprivate place.

TouretteSyndrome

27

NOTE:

NOT ALL DISABILITIES ARE APPARENT. A

person may make a request or act in a

way that seems strange to you. That

behavior may be disability related.

For example, you may give seem-

ingly simple directions to someone, but

the person asks you to write them

down. He may have a learning disabil-

ity that makes written communication

easier for him. Or someone may ask

you not to use spray-cleaning products

on your restaurant tables while she’s

sitting there. She may have asthma or

multiple chemical sensitivity.

Even though these disabilities are

hidden, they are real. Please respect

the person’s needs and requests when-

ever possible.

28


Try to avoidusing sprays

or otherfumey

productswhen

customersare in your

store.

29

PEOPLE WITH MCS REACT

TO TOXINS IN THE AIR.Fumes from cleaningproducts, perfume,carpeting, air freshener

or even the fumes from magic markers cantrigger a severe reaction.

Try to avoid spray-cleaning tables, windowsor other surfaces while people are in yourstore. If you must use a spray product, sprayor pour it closely into the cloth, not into theair. Use less-toxic products when possible.

Request that staff who have contact withthe public go easy on fragranced body-careproducts like cologne, hair spray, hand lotionand after-shave.

Maintaining good ventilation and overallgood indoor air quality will not only benefityour customers who have MCS and respira-tory disabilities, it will also help you and allof your employees stay healthier and morealert.

Second-hand smoke can be harmful topeople with MCS or respiratory disabilitiessuch as asthma or emphysema. Follow andenforce no-smoking regulations, including inrest rooms and stairwells. Discourage smok-

MultipleChemical

Sensitivity(MCS)

30


ers from congregating at the entrance toyour business. If appropriate, designate aseparate smoking area where the door iskept closed and the air ventilates to theoutside.

31

Epilepsy(Seizure

Disorders)EPILEPSY IS A NEURO-LOGICAL CONDITION

characterized by seizureswhich happen when the

electrical system of the brain malfunctions.The seizures may be convulsive, or theperson may appear to be in a trance. Duringcomplex partial seizures, the person maywalk or make other movements while he is,in effect, unconscious.

If a person has a seizure, you cannot doanything to stop it. If he has fallen, be surehis head is protected and wait for the seizureto end.

When a seizure has ended, the person mayfeel disoriented and embarrassed. Try toensure that he has privacy to collect himself.

Be aware that beepers and strobe lights cantrigger seizures in some people.

32


Always askbefore you

help.

33

PEOPLE WITH HUMAN IMMUNODEFICIENCY VIRUS

(HIV) or Autoimmune Deficiency Syndrome(AIDS) have impaired immune systems, sotheir bodies have trouble fighting offinfections.

You can’t catch HIV from casual contactsuch as shaking hands, so don’t be afraid oftouching or being touched by a person withAIDS.

A person with HIV or AIDS is at significantrisk of picking up an airborne infection. Beconscious of not putting someone else at risk.If you have a respiratory infection or anyother easily transmittable illness, be consid-erate of all your customers and employeesand stay home, if possible.

Many people with AIDS feel stigmatized.Let the person know that he is accepted. Itwill mean a lot to him.

HIV & AIDS

A WORD ABOUT CONFIDENTIALITY:

You may really care or you may just becurious about a person with a disabilitywho is in crisis, suddenly ill, or misses workfor unexplained reasons. In spite of yourconcern, please respect the privacy of aperson with a disability. Allow him todiscuss his situation if and when he feelscomfortable doing so.

34

PEOPLE WITH PSYCHIAT-RIC DISABILITIES may at

times have difficulty coping with the stressesof daily life. Their disorder may interferewith their ability to feel, think or relate toothers. Most people with psychiatric disabili-ties are not violent. One of the main ob-stacles they face is the attitudes that peoplehave about them. Because it is a hiddendisability, chances are you will not evenrealize that the person has a psychiatricdisability.

Stress can affect the person’s ability tofunction. Try to keep the pressure of thesituation to a minimum.

People who have psychiatric disabilitieshave varying personalities and different waysof coping with their disability. Treat each oneas an individual. Ask what will make himmost comfortable and respect his needs tothe maximum extent possible.

In a crisis, stay calm and be supportive.Ask how you can help, and find out if there isa support person who can be sent for. Ifappropriate, you might ask if the person hasmedication that he needs to take.

PsychiatricDisabilities

35

PEOPLE WITH MENTAL

RETARDATION (some-times referred to asdevelopmental dis-

ability) learn slowly. They have a hard timeusing what they have learned and applying itfrom one setting or situation to another.

Speak to the person in clear sentences,using simple words and concrete—ratherthan abstract—concepts. Help her under-stand a complex idea by breaking it downinto smaller parts.

Don’t use baby-talk or talk down to peoplewho have mental retardation.

Remember that the person is an adult and,unless you are informed otherwise, canmake her own decisions.

People with mental retardation may beanxious to please. During an interview, theperson may tell you what she thinks youwant to hear. This can have grave conse-quences if your interview technique is noteffective in certain situations, such as in alaw enforcement situation or a doctor’sexamination. Questions should be phrasedto elicit accurate information. Verify re-sponses by repeating each question in adifferent way.

Cognitive Disabilities:

MentalRetardation

36


It can be difficult for people with mentalretardation to make quick decisions. Bepatient and allow the person to take hertime.

Clear signage with pictograms can help aperson who is mentally retarded to find herway around a facility.

37


LearningDisabilities

LEARNING DISABILITIES

ARE LIFE-LONG DISORDERS

that interfere with aperson’s ability to re-

ceive, express or process information.Although they have certain limitations, mostpeople with learning disabilities have averageor above-average intelligence. You may notrealize that the person has a learningdisability because he functions so well. Oryou may be confused about why such ahigh-functioning person has problems inone aspect of his work.

People with dyslexia or other readingdisabilities have trouble reading writteninformation. Give them verbal explanationsand allow extra time for reading.

Don’t be surprised if you tell someone verysimple instructions and he requests that youwrite them down. Because spoken informa-tion gets “scrambled” as he listens, a personwho has a learning disability such as audi-tory processing disorder may need informa-tion demonstrated or in writing.

Ask the person how you can best relayinformation.

38


Be direct in your communication. A personwith a learning disability may have troublegrasping subtleties.

It may be easier for the person to functionin a quiet environment without distractions,such as a radio playing, people movingaround or loudly patterned curtains.

39

PEOPLE WITH TRAUMATIC

BRAIN INJURY have haddamage to the brainusually as the result oftrauma, such as anaccident or stroke.

Some of the factors that affect persons withlearning disabilities also apply to personswith traumatic brain injury.

People with brain injury may have a loss ofmuscle control or mobility which is notobvious. For example, a person may not beable to sign her name, even though she canmove her hand.

A person with a brain injury may have poorsocial skills, such as making inappropriatecomments. She may not understand socialcues or “get” indications that she has of-fended someone. In her frustration to under-stand, or to get her own ideas across, shemay seem pushy. All of these behaviors ariseas a result of the injury.

A person with a brain injury may be unableto follow directions due to poor short-termmemory or poor directional orientation. Shemay ask to be accompanied.


Traumatic(or Acquired)Brain Injury

40


If you are not sure that the person under-stands you, ask if she would like you to writedown what you were saying.

The person may have trouble concentrat-ing or organizing her thoughts, especially inan overstimulating environment, like acrowded movie theater or transportationterminal. Be patient. You might suggest goingsomewhere with fewer distractions.

41

PEOPLE WITH DISABILITIES

must be considered inany facility’s evacuationplan.

Compile a voluntary list of people withdisabilities who are regulars at your facility,such as employees, students or residents.While you are compiling this list, let peopleknow that even though they may not con-sider themselves to be “disabled,” theyshould be included if they may need helpduring an emergency. Keep the list updatedto include people who are temporarilydisabled, such as a pregnant woman orsomeone with a broken leg.

Interview each individual on the list to planthe most effective way to assist them in caseof an emergency. For example, as you evacu-ate a person who uses a wheelchair, be sureto bring the wheelchair along, too. A personwith a cognitive disability may get confusedand need assistance in following directions.

A person who is blind, even if he knows hisway around the facility, will need to beaccompanied during an emergency, espe-cially when large numbers of people areinvolved.

EmergencyEvacuationProcedures

42


Also develop a plan for an emergency thatmay affect people who are not attached tothe facility, such as customers, theatergoers,patients or other members of the public.

Practice the evacuation procedures andkeep your plans up to date.

43

Don’t makedecisions forpeople with

disabilitiesabout whatthey can or

can’t do.

44

PEOPLE WITH DISABILITIES are individuals withfamilies, jobs, hobbies, likes and dislikes,problems and joys. While the disability is anintegral part of who they are, it alone doesnot define them. Don’t make them intodisability heroes or victims. Treat them asindividuals.

A Final Word

45

Disability and Business Technical AssistanceCenter (DBTAC) 800-949-4232 (Voice/TTY)[email protected]://www.state.ny.us/disabledAdvocate

Job Accommodations Network (JAN)800-ADA-WORK (V/TTY)[email protected]://janweb.icdi.wvu.edu

Access Board (Architectural and TransportationBarriers Compliance Board)800-USA-ABLE (V/TTY) [email protected]://www.access-board.gov

U.S. Department of Justice202-514-0301 (V) 202-514-0381 (TTY)http://www.usdoj.gov/crt/ada/adahom1.htm

Access Resources 212-741-3758 (V/TTY)[email protected]

THIS LIST REPRESENTS

SOME OF THE NATIONAL

ORGANIZATIONS thatprovide information

about some of the disabilities presented inthis booklet. There are many disabilities thatwe did not address specifically and manymore organizations. Consult one of the fourorganizations at the beginning of this list oryour local telephone directory for additionalinformation or technical assistance.

DisabilityAccess

Resource List

46


Association for the Mentally Ill800-950-NAMI (V)[email protected] http://www.nami.org

Centers for Disease Control Hot Line800-342-2437 (V) 800-243-7889 (TTY)[email protected] http://www.cdc.gov

Eastern Paralyzed Veterans Association (EPVA)718-803-EPVA (V/TTY)[email protected] http://www.epva.org

Epilepsy Foundation of America800-332-1000 (TTY) [email protected] http://www.efa.org

Learning Disabilities Association of America412-341-1515 (V)[email protected] http://www.ldanatl.org

Little People of America888-LPA-2001 (V) [email protected]://www-bfs.ucsd.edu/dwarfism/intro.htm

National Association for the Visually Handi-capped 212-889-3141 (V) [email protected] the West Coast: [email protected]://www.navh.org

National Association of the Deaf301-587-1788 (V) 301-587-1789 (TTY)[email protected] http://www.nad.org

National Committee for Environmental HealthStrategies [email protected]

Self Help for Hard of Hearing People, Inc.301-657-2248 (V) 301-657-2249 (TTY)[email protected] http://www.shhh.org

47

The ARC 800-433-5255 (V)817-277-0553 (TTY)[email protected] http://www.thearc.org

The Brain Injury Association800-444-6443 (V) [email protected]://www.biausa.org

The Lighthouse 800-334-5497 (V) 212-821-9713 (TTY) [email protected]://www.lighthouse.org

Tourette Syndrome Association800-237-0717 (V/TTY) [email protected]://tsa.mgh.harvard.edu

United Cerebral Palsy Association800-USA-5UCP (V) 202-913-7197 (TTY)[email protected] http://www.ucpa.org

EASTERN PARALYZED VETERANS ASSOCIATION

Executive Office:75-20 Astoria BoulevardJackson Heights, New York 11370-1177718-803-EPVA (V/TTY)http://www.epva.org [email protected]

Buffalo Regional Offices:111 West Huron StreetBuffalo, New York 14202716-856-6582 (V)

Pennsylvania Regional Offices:P.O. Box 42938Philadelphia, Pennsylvania 19101-2938215-381-3037 (V)

DISABILITY ACCESS RESOURCE LIST

48

THE FOLLOWING PUBLICATIONS ARE AVAILABLE,free of charge, from the Eastern ParalyzedVeterans Association. To order, call our toll-free Publications Hotline 800-444-0120. Youmay also order EPVA publications on-linefrom our Web site at http://www.epva.org. Forany other inquiries about these items call ourPublic Affairs program at 718-803-EPVA(voice and TTY).

Publications

Understanding the Americanswith Disabilities Act

The ADA: Help Wanted:Equal Job Opportunities (Title I)

The ADA: Access State and Local Government(Title II)

The ADA: Removing Barriers in Places of PublicAccommodation (Title III)

The ADA: Small Business Fact Sheet(English, Spanish, Chinese, Korean, andFrench versions)

The ADA: Resource Information Guide

The ADA: Telephone Information ServicesSheet

The ADA: Managed Care Fact Sheet

Access the Past: How the ADA Affects HistoricPreservation

49

Accessible Transit Traveler: TransportationRequirements of the ADA

Come One, Come All: Accessibility Require-ments for Arenas, Convention Centers andOther Places of Public Assembly

Communication Access: Everyone’s Right

Living with Spinal Cord Injury

How to Ride New York City’s WheelchairAccessible Buses

The Guide to Riding SEPTA Wheelchair-Accessible Buses

Air Carrier Access

Accessible Building Design

The FHAA: Adapt to a Better Design

Know Your Fair Housing Rights

Planning for Access: A Guide to Planning andModifying Your Home

Wheeling to Fire Safety

The Programs of EPVA

EPVA Annual Report

A $10 Million Commitment

“60 Seconds Is a Minute Too Long” parkingpad

International Symbol of Accessibility decal

PUBLICATIONS

50


EPVA's ADA publications are available in

alternative formats.

For more information call our Advocacy Program

at 718-803-EPVA.

SPANISH PUBLICATIONS

Explicación de la Ley Protección a losImpedidós

Guía para el transporte en sillas de ruedas enlos autobuses de la ciudad de Nueva York

Rápidamente sobre ruedas hacia seguridadcontra incendios

51

ASSISTIVE LISTENINGFOR PEOPLE WHO AREHARD OF HEARING

SIGN-LANGUAGEINTERPRETER

Signage

NOTE ACCESSIBILITY OF YOUR BUSINESS OR

PROGRAM by using the symbols below inadvertising, on fliers, and as signage at thelocation of the service. Be sure to use theverbal description, along with the symbol. Assignage, enlarge the symbol and place itwhere it will be most visible.

WHEELCHAIR ACCESS

TTY/TDD

TO COME

TO COME

diset-pt 1 10/98...impaired, offer him a tour of your business. people who are blind need their arms...

Documents