Title II


Requires all programs and services provided be accessible
to individuals with disabilities.

Reception Etiquette

 Know where accessible restrooms, drinking fountains 
and telephones are located. If such facilities are not 
available, be ready to offer alternatives, such as the 
private or employee restroom, a glass of water or your 
desk phone.
 Use a normal tone of voice when extending a verbal 
welcome. Do not raise your voice unless requested.
 When introduced to a person with a disability, it is 
appropriate to offer to shake hands. People with limited 
hand use or who wear an artificial limb can usually shake 
? Shaking hands with the left hand is acceptable. 
? For those who cannot shake hands, touch the 
person on the shoulder or arm to welcome and 
acknowledge their presence.
 Treat adults in a manner befitting adults: 
? Call a person by his or her first name only when 
extending that familiarity to all others present.
? Never patronize people using wheelchairs by 
patting them on the head or shoulder.
 When addressing a person who uses a wheelchair, 
never lean on the person's wheelchair. The chair is part of 
the space that belongs to the person who uses it.
 When talking with a person with a disability, look at and 
speak directly to that person rather than through a 
companion who may be along.
 If an interpreter is present, speak to the person who 
has scheduled the appointment, not to the interpreter. 
Always maintain eye contact with the applicant, not the 
 Offer assistance in a dignified manner with sensitivity 
and respect. Be prepared to have the offer declined. Do 
not proceed to assist if your offer to assist is declined. If 
the offer is accepted, listen to or accept instructions.
? Allow a person with a visual impairment to take 
your arm (at or about the elbow.) This will enable 
you to guide rather than propel or lead the person.
? Offer to hold or carry packages in a welcoming 
Example: May I help you with your packages? 
? When offering to hand a coat or umbrella, do not 
offer to hand a cane or crutches unless the 
individual requests otherwise.