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
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.