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AODA Customer Service Standards
for Support Staff

4.3 Exercise 3

Sheri works in the college registrar’s office. One busy day at the beginning of term a person who uses a wheelchair joins the long line-up at the service counter.

Wanting to be of assistance, Sheri introduces herself to the person and, taking him out of line, pushes his wheelchair up to the counter.

The man in the wheelchair is visibly upset with Sheri. Can you tell what might have upset him?

Although Sheri’s intentions are good, her treatment of this individual is not appropriate. Taking him out of line and bringing him to the counter ahead of others serves to single him out and may make him feel self-conscious. People with disabilities want to be treated as equals to others - not to receive special treatment not offered to others.

Is there another reason the person with a physical disability might feel uncomfortable with the way Sheri treated him?

Think about her approach to the person and her handling of his wheelchair.

After introducing herself, Sheri should have asked him if he wanted assistance. This is a common courtesy showing respect for the person with the disability

Sheri also moved the wheelchair without first asking the man’s permission. For people with physical disabilities and other individuals with disabilities, assistive devices (such as wheelchairs) are part of their personal space. Never lean on, restrict the movement, or place out of reach any assistive device. If you are assisting a person in a wheelchair, make sure they are ready to be moved and describe what is going to happen before moving them.

Let’s see how Sheri could provide better service to a person who uses a wheelchair.

  • Introduce herself.
    • “Hello, my name is Sheri and I work in the registrar’s office.”
  • Ask if he needs assistance.
    • ”How can I help you?”
  • If he wants assistance, speak clearly.
    • “If you are ready to start moving, we will go down the hall to the first room on the right.

By following these simple steps, Sheri can give respectful service to the client who uses a wheelchair.

When the client is finished in the office, he asks Sheri how to get to the college bookstore. The store is two floors above the office which means to get there the man will have to use an elevator. As Sheri gives him directions to the store, she recalls that the elevator closest to the office was not in service earlier in the day.

What should Sheri do in this situation?

Click on one option below.

Unless she is sure the elevator has been repaired and is running again, it’s best not to direct the person to this elevator. The best bet is to direct him to an elevator that is operating. For this reason, it is helpful to stay aware of service disruptions that will impact clients with disabilities.

The best bet is to direct him to an elevator that she is sure is operating properly. For this reason, it is helpful to stay aware of service disruptions that will impact clients with disabilities.

It is not necessary to escort the individual to the elevator. Providing clear directions to their destination in light of any known service disruptions is sufficient.

Click on the correct response. After receiving the feedback, click on the other option for more information.

As the person starts to leave, Sheri remembers that the automatic openers on the office doors are broken.

She first asks the person if he would like assistance with the doors and, after he accepts her offer of help, she holds the door open for him and says goodbye.

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