Disability Awareness: Increasing Employers Understanding of the ADA, Accommodations & Other Supports in the Workplace
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course outline

i. introduction

ii. my story

iii. history

iv. myth & facts

v. research

vi. etiquette

vii. case studies

viii. resources

ix. completion certificate

  

case studies 


Meet these employees and read about their positions and accommodations.

photo Thomas

 Thomas

 Position: Mailroom Worker

Thomas has cerebral palsy. He can use his index finger and thumb on his right hand, but is unable to grasp objects with his left hand. He is unable to lift stacks of paper or handle boxes due to limited strength and range of motion in his elbows and shoulders. His speech is difficult to understand and he uses a wheelchair for mobility.

Mailroom worker: Responsibilities include reading order forms, identifying literature that is requested and putting it into manila envelopes with order form attached, assembling sales binders with literature in correct order, hole punching literature to be put in sales binders, copying literature using Xerox machine, and restocking literature.

Summary of Accommodations: Thomas had to have a file holder attached to his chair and the job coach reorganized wall shelving units so that materials that were used most frequently were accessible.  A Lazy Susan had to be purchased for Thomas to use at his desk that organized documents related to the mailroom.  An electric hole-punch was purchased for Thomas to use at his desk.  Finally, the job coach came in monthly to help restock wall unit. 

Cost of Accommodations:

  1. File Holder $10

  2. Lazy Susan $165

  3. Electric Hole Punch $119

 Total $294

 

photo Chris

 Chris

 Job Title: Customer Care Agent

Chris has a spinal cord injury. He has limited use of his arms and hands and uses a wheelchair for mobility.

STOLI Call Center: Responsibilities include taking in-bound calls in a professional, welcoming manner, accessing customers or in-bound callers regarding appropriate financial services, accessing computer database for product information, and sales.

Summary of Accommodations: When Chris started his position his desk was too low and his wheelchair could not fit under it.  Chris’ desk was raised to accommodate his wheelchair.  Finally, a trackball mouse had to be purchased so that Chris could access the information on the computer. 

 Cost of Accommodations:

  1. Raised Desk $100

  2. Trackball Mouse $133

        Total: $233

 

photo Jewel

 Jewel

 Position: Receptionist 

Jewel has a Traumatic Brain Injury (TBI) and only has movement of her neck. She uses a wheelchair for mobility. She also has some difficulty with short term memory.

Receptionist: Responsibilities include greeting customers who come into office, answering incoming phone calls and route calls to appropriate staff, maintain an up to date mailing list by entering new customer information into computer database, and assist staff by preparing letters, memos, etc.

Summary of Accommodations: In order for Jewel to answer incoming phone calls and route calls to appropriate staff she needed a headset, a mouth stick, and a stand to hold mouth stick.  She also needed a phone lever to answer the call and a tape recorder to take messages.  Jewel’s position required her to use a computer to maintain up-to-date mailing lists and assisting staff by preparing letters, memos, etc.  A dragon dictate program was installed on her computer to enable her to perform these tasks.  Finally a paper stand was set up next to her computer so that staff could place letters and memos there and Jewel could type from the information on the stand. 

Cost of Accommodations:

  1. Headset $110

  2. Mouth Stick $1

  3. Stand $3

  4. Phone Lever $45

  5. Recorder $20

  6. Dragon Dictate $695

  7. Paper Stand $10

Total $884

 

photo Sharon

 Sharon

 Job Title: Customer Care Agent

Sharon is blind.

STOLI Call Center: Responsibilities include taking in-bound calls in a professional, welcoming manner, accessing customers or in-bound callers regarding appropriate financial services, accessing computer database for product information, and sales.

Summary of Accommodations: Sharon needed JAWS, which is a screen reader, so she could access the information on her computer. 

Cost of Accommodation:

      JAWS $895

 

photo Kelly

 Kelly

 Job Title: Operations Specialist 5 

Kelly is deaf and uses sign language to communicate. She communicates on paper with people who do not know sign language.

Operations Specialist 5: Major responsibilities include storing and maintaining comprehensive and well-structured collateral files. Completing online requests from internal departments. Other specific duties include scanning files in and out of the vault, scanning new files and inputting customer names on MasterTrak, processing online research requests from Collections and Recovery, researching collateral when files cannot be located, assisting in releasing collateral on paid loans and performing other general duties as they relate to collateral.

Summary of Accommodations: Kelly’s desk is located in the front area of the vault, however since most of her job duties occur in the back of the vault where the files are, bank employees entering the vault need a way to alert someone to assist them.  Generally, there is a bell they ring to alert an operations specialist but this technique did not work for Kelly.  The Consumer Lending Division accommodated Kelly by telling their associates to flick the overhead lights to get her attention.  Next the Consumer Lending Division already had a TTY phone in the vault so they simply put that phone at Kelly’s desk.  Finally the files in the back are set up so that there is about two feet of room between each one.  The operations specialists can roll the vaults back and forth until there is no space between the two so they can get to another file.  When this happens if someone were between the two files there is potential for an injury, so generally the operations specialists will yell down and say they are closing off between two files.  Since this technique did not work for Kelly the division purchased orange warning cones to place at the ends of the files where Kelly was working so that her coworkers would know not to roll those files.  Recently, however, locks were put at the end of each file so that someone can lock the two files they are between and no one can roll them.

Cost of Accommodations:

       Orange Warning Cones $5

 

photo Rudy

 Rudy

 Job Title: Cashier   

Rudy has a spinal cord injury that involves paralysis of his fingers. He has use of his elbows and wrists but cannot move his fingers (they are in a fixed position). Rudy uses a wheelchair for mobility.

Cashier: National Bookstore Chain: Responsibilities include interacting with customers in a friendly manner to include problem solving, performing sales and returns transactions, identifying/ accessing corporate accounts, manipulation of money, check, and charge cards, assisting customers with locating books, accessing computer database to identify inventory.

Summary of Accommodations: When Rudy started his position the check out counters and computers were set up so that his associates could use the desk for customers who used wheelchairs.  Rudy’s desk was already lowered but a piece had to be cut out of the bottom to get his chair under it and the bookcase that had been erected on the wall behind Rudy’s desk had to be removed.  Also, a trackball mouse had to be purchased so that Rudy could access the information on the computer.  Since Rudy did not have the use of his fingers to remove change from the cash register, a change dispenser was hooked into place to the side of the register and he used a dowel stick to dispense the change.  Finally, hooks were mounted to his workstation to hold backs and act as a “third hand” to help him bag purchases.

 Cost of Accommodations:

  1. Dowel $2

  2. Change Dispenser $25

  3. Hooks $4

  4. Trackball Mouse $75

Total:  $106

 

photo Neverett

Neverett

Job Title: Advanced File Clerk

Neverett has a Traumatic Brain Injury (TBI) and has limited movement of his left hand.

Advanced File Clerk-Operations: Responsibilities include multi tasking, handling loan files, separating payoffs from consumer files, labeling, filing, using basic PC skills, and cooperating with a team.

Summary of Accommodations: Neverett did not need any accommodations.

 

 

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