Disability Disclosure: Strategies for Service Providers to Increase the
Odds of Disclosure
The perils of secrecy versus the risk of disclosure - this is
the
dilemma that often plays out in a person’s mind when making the choice 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.
What can you do to help?
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 customers of the availability of
reasonable accommodations 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. To ensure staff stay up-to-date,
policies or procedures should be reviewed (at a minimum) bi-annually with staff.
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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