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Disability Disclosure: Strategies for Service Providers to Increase the
Odds of Disclosure
The perils of secrecy versus the risk of disclosure – this is the paradox
that plays out in each decision to disclose or not to disclose a disability.
For some, the decision to disclose to a service provider is about a desire
to be accepted for who they are. For others, the choice is directly related
to qualifying for reasonable accommodation or additional services. The
decision not to disclose could simply be a matter of privacy or could be
related to a fear of discrimination, stereotyping and stigma. The reasons
behind each are numerous.
Even though it remains an individual choice to disclose a disability, it is
up to service providers to create a safe environment that supports customers
in their choice to disclose. Creating a welcoming environment and using
effective communication strategies play a significant role in a customer’s
decision to disclose.
First and foremost, it’s important for customers to know and feel they are
being listened to. There is nothing worse than feeling like you’re not being
heard. Communicate your listening through positive, open body language and
eye contact. At the same time, remember to maintain professional boundaries
and limit any type of physical contact. Failing to do so may result in you
setting unclear or conflicting boundaries. This will undoubtedly impact your
relationship and ability to work effectively together.
If a person does disclose a disability, ensure that all information is
treated with strict confidentiality and limit any clarifying questions to a
need to know basis only. In other words, don’t ask just because you’re
curious. A customer’s history may be interesting, but your job is to uncover
information that will qualify the customer for additional services or assist
them in the job search process.
Ensure that staff are well informed on disability etiquette and that your
facilities are both physically and programmatically accessible. You may even
consider the benefits of sensitivity training to help create a culture which
values diversity and encourages disclosure. Remember to always focus on a
customer’s abilities instead of their limitations or impairment.
Transparent and readily available information is also essential. Proactively
inform current and future employees of the availability of reasonable
accommodation and of the services which apply to persons with disabilities.
In order to achieve consistency, everyone in the organization needs to be
equipped with the same information. Policies and procedures which are in
place to accommodate customers, as well as to protect their privacy, should
be easy to access. The implementation of policies should be consistent, but
also flexible to create an environment in which the interactive process of
disclosure and accommodation can take place.
Effective communication fosters trust and changes the fear and uncertainly
so often associated with disclosure. Taking the time to ensure you are
creating an accessible and welcoming environment increases the opportunity
for successful outcomes, which is ultimately the goal of any service
organization.
Would you like to reprint this article?
You may as long as you include this blurb in its entirety:
Lisa Jordan
is a disability and workforce development expert. Lisa uses her keen ability to
identify challenges and develop solutions so
that workforce development professionals can increase their comfort level,
productivity and effectiveness when working with a diverse clientele. Download
Lisa’s White Paper on 5 Easy Disability Tips to Immediately Increase Agency
Accessibility by visiting
http://www.human-solutions.net.
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