ADA Accommodation Process - Case Manager Approving Accommodation

If a requested Americans with Disabilities Act (ADA) accommodation is something you would do regardless of whether a disability exists (e.g., help filling out the application or reevaluation), then you do not need to generate a referral to the Client Assistance Coordinator (CAC) for approval, but can, alone or with your supervisor, approve and implement the accommodation.  

The accommodation is approved by filling out the three tabs of the Accommodation/Special Assistance Screening page. Accommodations must be reviewed at every application, reevaluation and recertification regardless of an interview with the client.  If the interview is waived, accommodations must be reviewed to ensure implementation. If a client requests an accommodation, requests a modification to an existing accommodation or declines an accommodation, at any time, you must note in the narrative.  An accommodation request can also be made verbally or in writing. Please review the client’s scanned documents for such requests.  If clarification is needed, you must reach out to the client.

Important: If the client expresses a preference to work with a CAC, a referral to the CAC must be made. Send a secure email to the CAC with the client’s APID and a brief description of the client’s request. Enter a detailed narrative. If not possible for an immediate referral, you must work with the client and the CAC to schedule a time for an appointment. The CAC must schedule an appointment for the client using the CAC Appointment letter.  See Schedule Appointment Page – Client Assistance Coordinators (CACs)

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Accommodation/Special Assistance Screening Tab

To record the accommodation, on the Screening tab you must:

1. Fill out the Start and End dates of the accommodation:
   1. If this is a one-time accommodation (such as the client needs to be seen for an appointment on the first floor due to a temporary mobility issue) the Start and End date would be the same date.
   2. If this is a time-limited accommodation the Start and End date would be the date the accommodation was given and the expected End date entered.
   3. If it is an ongoing accommodation (such as the client needs an ASL interpreter) the Start date is the current date and no End date is to be selected.
2. From the Contact drop-down box select the method of contact (how the client contacted you to request the accommodation):
   1. Telephone
   2. Letter
   3. E-mail, or
   4. In-person
3. Enter the date of contact in the Contact date field.
4. If the case closed within the last 60 days, when your cursor hovers over the Yes/No radio button, additional text will appear on the page which you must read: “I see your case recently closed. If you were having trouble working with the Department before because of a health or disability issue, let’s talk about how to make sure that doesn’t happen again. Do you think that your case closed because of a health or disability issue?”
   1. If the client was closed or denied within the last 60 days and the client believes the closing was due to a disability or health problem, on the Closed/Denied for a claimed health/disability issue radio button, click Yes.
   2. If the client does not believe the closing was due to a disability or health problem, on the Closed/Denied for a claimed health/disability issue radio button, click No.
5. Use the Disability/Health problem field to record the client’s response(s) to the question which appears in the Question field at the top of the page (What type of disability/health problem do you have? (Type of Disability/Health Problem Claimed). The drop-down list is multi-selectable. The selections are:
   1. CognitiveCognitiveClicking the Information pop-up box next to the Disability/health problem field will provide an explanation of what is meant by those terms with examples so you may explain them to the client/learning disability
   2. Physical- mobility
   3. Physical- visual or hearing or other sensory impairment
   4. Chronic illness (e.g. cancer, diabetes, high blood pressure)
   5. Mental/emotionalMental/emotionalClicking the Information pop-up box next to the Disability/health problem field will provide an explanation of what is meant by those terms with examples so you may explain them to the client
   6. No disability; client has other issue (client has other issues such as short illness, language barrier), or
   7. I have a disability but don’t need help
      1. If a Disability/Health problem were selected, the accommodation screening process will continue. If, No disability; client has other issue or I have a disability but don’t need help were selected the accommodation screening process must stop. The remainder of the interview (application, reevaluation, recertification or case maintenance) can then be completed.

      2. Note: The term cognitive disability applies to impairments to brain function.  These disabilities may involve difficulties in problem solving, attention, memory, reading, as well as in math, visual, linguistic and verbal comprehension.  Examples of cognitive disabilities include certain developmental disabilities, Down syndrome, Traumatic Brain Injury (TBI), Autism, Dyslexia, Attention Deficit Disorder, etc.

      3. Note: Mental/Emotional disabilities impair a person’s ability to recognize, interpret, control and express emotions. It can also affect mood and behavior. This includes such conditions as depression, anxiety or bipolar disorder.

6. Enter any comments in the Comments section such as specifics for the mobility issue (e.g., the client has difficulty climbing stairs) or the severity of the hearing impairment (e.g., the client needs to be in a room with little background noise), and
7. Click the Copy to ECF narrative box if the comments are needed to implement the accommodation.

If you and the client are having difficulty completing the screening at any point – for example if the client really isn’t sure what type of disability they have or what type of help they may need, you must refer the client to the CAC at that point in the process and have the CAC complete the screening.

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Accommodation/Special Assistance Difficulty Tab

On the Difficulty tab, you must: 

1. Record the client’s response to the question which appears in the Question field at the top of the page: “What difficulties do you think you will have interacting with the Department?” (Types of Difficulties Claimed)
2. Select the difficulty Type (what needs to be accommodated) from the Type drop-down box:
   1. DTA Notices and Forms
   2. DTA Rules
   3. Oral Communication
   4. Other
   5. Remembering Important Dates
   6. Working with DTA
      1. Each difficulty Type has its own associated list of remedies.  Not every remedy will be displayed when a specific difficulty Type is selected.
      2. To add additional difficulty Types, you may click the Add a Row icon.
      3. Note: Designated ADA Executive staff are the only users with access to the following difficulty Types:
         1. DTA Rules
         2. Other
3. Record the client’s response to the question which appears in the Question field at the top of the page when the cursor is on the Info icon next to the Remedy field: What specific kind of help do you need? (Types of Assistance)
4. Select the Remedy (how the client will be accommodated based on the Type(s) selected) from the pop-up list by clicking the Information pop-up button next to the Remedy field:
   1. Appointment Restrictions – day(s) of the week (Type: Working with DTA) select the day(s) (Mon-Fri) available to schedule appointments
   2. Appointment Restrictions – time(s) of day (Type: Working with DTA)
      1. The blocks of time are the following:
         1. 8:00 AM to 9:45 AM
         2. 10:00 AM to 11:45 AM
         3. 12:00 PM to 1:45 PM and
         4. 2:00 PM to 4:30 PM.
5. Select the blocks of time available to schedule appointments. You may also select Any Time as an option for an appointment time restriction. If Any Time is selected, the remedy will be in effect all day on the day selected.
   1. DTA Provided Auxiliary Aid – ASL Interpreter on-site (Type: Oral Communication)
   2. DTA Provided Auxiliary Aid- ASL Interpreter remote (Type: Oral Communication)
   3. DTA Provided Auxiliary Aid – Video Relay Service (Type: Oral Communication)
   4. DTA Provided Auxiliary Aid – CDI/ASL Interpreters on-site (Type: Oral Communication)
   5. DTA Provided Auxiliary Aid – MassRelay (Type: Oral Communication)
   6. DTA Provided Auxiliary Aid – CART (Type: Oral Communication)
   7. Client Provided Auxiliary Aid – ASL Interpreter on-site (Type: Oral Communication)
   8. Client Initiated – Exchange of notes to communicate (Type: Oral Communication)
   9. No in-office appointments – home visit CAC Only (Type: Working with DTA)
   10. In-office – meet in quiet space (Type: Working with DTA)
   11. In-office – space for you and your assisting person (Type: Working with DTA)
   12. In-office – space for you and your service animal (Type: Working with DTA)
   13. In-office – extra lighting (Type: Working with DTA)
   14. In-office – specific seating (Type: Working with DTA)
   15. Client Initiated - preference to conduct SNAP business in-person at TAO (Type: Working with DTA)
   16. DTA Initiated – email communication CAC Only (Type: Working with DTA)
   17. DTA Initiated – speak slowly and clearly (Type: Working with DTA)
   18. DTA Initiated – keep face visible for communication (Type: Working with DTA)
   19. Client Initiated – help filling out forms (Type: DTA Notices and Forms)
   20. Client Initiated – help filling out forms CAC Only (Type: DTA Notices and Forms)
   21. DTA Initiated – help filling out forms CAC Only (Type: DTA Notices and Forms)
   22. Helper (Type: DTA Notices and Forms)
   23. Authorized Representative (Type: DTA Notices and Forms)
   24. Client Initiated – help getting verifications (Type: DTA Notices and Forms)
   25. Client Initiated – help getting verifications CAC Only (Type: DTA Notices and Forms)
   26. Client Initiated – help completing notices and forms (Type: DTA Notices and Forms)
   27. Client Initiated – help completing notices and forms CAC Only (Type: DTA Notices and Forms)
   28. Client Initiated – request for large print notices and forms (Type: DTA Notices and Forms)
   29. DTA Initiated – due dates and appointments reminders CAC Only (Type: Remembering Important Dates)
   30. Helper (Type: Remembering Important Dates)
   31. Financial Rule(s) modification – assets ADA EXECUTIVE APPROVER Only (Type: DTA Rules)
   32. Non-Financial Rule(s) modification – dependent’s age ADA EXECUTIVE APPROVER Only (Type: DTA Rules)
   33. Other – ADA EXECUTIVE APPROVER Only
6. Please refer to the ADA Desk Reference guide for all Difficulty types and Remedies including remedy text.
7. Specific information on Email as an accommodation can be found at: ADA Accommodation: Client Email Communication.
   1. Important: ADA Executive approver remedies are only displayed and selectable for ADA Executive staff selection.
   2. CAC Only remedies are only displayed and selectable for CAC users and those with CAC user capabilities.
   3. Certain remedies are automatically selected by BEACON for FAW, SAO and cash cases:
      1. Client Initiated – help filling out forms
      2. Client Initiated – help getting verifications
      3. Client Initiated – help understanding DTA notices
   4. Note: A client with an HLS indicator requesting an accommodation(s) must allow for DTA business to be conducted in-person or by mail. Clients with HLS and/or blocked online services must not be emailed.
8. CACs are responsible for referring accommodations requiring ADA Executive level review and approval to the Director of Disability Access using the ADA Executive referral form.
   1. Note: If additional accommodations not requiring ADA Executive level approval are needed, they must be entered but not approved prior to making the referral(s) to the Client Assistance Coordinator.
9. For CAC only designated remedies, the CAC Worker field must be completed using the drop-down selection box on the Difficulty tab of the Accommodation/Special Assistance Screening page.
10. For the Video Relay Service (VRS) remedy, the VRS Number field must be entered in the Difficulty tab of the Accommodation/Special Assistance Screening page.
11. To enter additional accommodations, click add a row and repeat Steps 1-12.

If at any time in the process before the accommodation is dispositioned, the client no longer wants to pursue the accommodation request, you would check the box on the Difficulty tab next to the text that reads: No assistance requested at this time, but may want an accommodation in the future. The accommodation request process would stop and the remainder of the client interview would continue.

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Accommodation/Special Assistance Helper Tab

If the client requests that someone receive a copy of Department mail in addition to the client, you must use the Helper tab to add this person. A Helper is not always an Authorized Representative.

To add a person on the Helper tab who will get a copy of DTA mail, you must:

1. Select difficulty Type from the drop-down selection box as DTA Notices and Forms or Remembering Important Dates and select remedy as Helper.
2. Go to the Helper tab which will now be enabled to enter Helper information including the mailing address which is mandatory.
3. Click the Add Row or Information pop-up button to display the Household Member/Basic Person List popup page which displays all persons who are associated with the client.
4. If the person assisting the client is on the list, select the person and the information will populate on the Helper tab.
5. If the person assisting the client is not on the list, you need to enter the information on the Household Member/Basic Person List popup page.
6. Click New.
7. Enter the name and address on the Basic Person popup page.
8. Click Save.
9. Select the Helper from the list to have the information populate the Accommodation/Special Assistance Screening – Helper tab.
10. To remove a Helper select the red “X” located to the right of the information pop-up on the Helper tab.

If a Helper is removed, the Helper remedy needs to be ended and the accommodation request must be re-approved.

Important: The Helper field will only be enabled if the Helper remedy is selected. Otherwise, BEACON will not allow entry of Helper information.

Note: Helpers will only be sent a copy of notices and letters generated through Central print.

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Authorized Representative(s) (Back to Index)

When selecting an Authorized Representative for an accommodation, you must ensure that the Authorized Representative is listed on the Assisting Person page and a signed Request to Choose Someone to Be My Authorized Representative (Image-10) or Request to Choose Someone to Be My Agency Representative for My SNAP Benefits (Image-10A) is in the client’s ECF. The assignment of an Authorized Representative as a remedy requires that the Authorized Representative assist the client with:

• understanding notices;
• return documents when due; and/or
• conduct interviews on behalf of the client.

A client’s signed authorization (i.e.: Image-10/10A) must designate the Authorized Representative(s) to serve in the Assisting Person role(s).  For example, if a client only authorizes an Authorized Representative as a Payee, this designation alone does not allow for the remedy of an Authorized Representative accommodation. Please reference the Assisting Person Overview page for specific role information.

If a TAFDC or EAEDC client designates an Authorized Representative for an accommodation, you must enter the information from the Image-10 by selecting the VARIO-OI drop down selection on the Assisting Person page and make a CAC referral. The CAC will submit an ADA Executive referral form so that the accommodation can be entered as Other. BEACON will not automatically select the Authorized Representative from the VARIO-OI selection. For combo TAFDC/EAEDC and SNAP cases both roles must be listed on the Assisting Person page.

If multiple Authorized Representatives are listed, BEACON will select the most recent Authorized Representative added.

Important: When a client requests a change in an Authorized Representative accommodation, you must ensure the Assisting Person window is updated and generate a new ADA-1 notice to the client.

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Large Print Accommodation

SNAP, TAFDC and EAEDC clients have the option to request DTA notices/ forms in large print in person or by phone and make a request for an ongoing accommodation. CACs, workers, front end staff with the exclusion of clerks, can enter and approve the accommodation for Client-Initiated – request for large print notices and forms.

Once the large print remedy is approved, the client's case will be flagged in BEACON. The client will receive all available large print notices/ forms and where available, in their preferred language. If a notice or form is not available in large print, a regular print version will be sent.

Note: Clients with an approved large print accommodation will automatically receive the Benefit Decision Notice (BDN) and all forms generated with the BDN in large print (English and Spanish).

The large print version of a notice/ form is retained in the Client Communication folder. You can re-print a large print notice/ form when viewing the notice in Notice Preview and selecting Original (English), or Spanish.

For non-BDN notices that are not automatically generated in large print with an approved large print accommodation, the CACs are responsible for providing large print notices/ forms as requested by the client.

Please refer to instruction sheet: Enlarging Documents in large print

Important: Clients with an approved large print accommodation will automatically receive the Benefit Decision Notice (BDN) in large print (English and Spanish). If the client has a recorded language of Haitian Creole, Portuguese, Vietnamese, or Chinese the notice will be in regular size print. Any other language (other than Spanish) will be in English large print. 

If a client walks-in to a TAO, and specifically requests large print of a notice, front end staff must:

1. Make every attempt to contact the CAC to assist the client in person.
2. If a CAC is not available, email the CAC to notify them of the client’s request for the enlarged document.
3. The document will be enlarged by the CAC and mailed out to the client within 5 business days from the request.

Important: CACs do not need to call the client to verify the request or approve the Large Print accommodation.

Examples

Example 1Example 1

Example 2Example 2

Note: CAC worker assignment for a newly approved Large Print accommodation will automatically be assigned by the alpha split.

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Accommodation/Special Assistance Disposition Page

On the Disposition page, you must complete the accommodation request:

1. If a requested ADA accommodation is something you would do even if the client were not disabled, click the Yes Approved radio button on the Difficulty tab,
2. If needed, enter details in the Comments box,
3. Click the AU Manager tab to approve the accommodation, by clicking Approved on the Disposition radio button, and
4. The Accommodation Approval Notice (ADA-1-A) will be generated. This will inform the client about an approved accommodation(s).

Note: For important details to display related to a client’s accommodation on the ADA indicator, the information must be entered in the Comments box located on the Difficulty tab of the Disposition page.

You must never deny an ADA accommodation at this point. Denials will only be made by the CAC or the Accommodation Assistance Team. If you mistakenly click No on the Approved Yes/No radio button on the Difficulty tab, a warning message will display the following message: All Type/Remedy rows on the Difficulty tab must be approved before the request can be dispositioned as Approved on the AU Manager tab. 

In addition, only CACs, after consultation with the TAO Accommodation team, may remove a difficulty or remedy, once approved in BEACON.

Note: If a CAC referral is submitted at the client’s request, the accommodation(s) must not be approved until the CAC contacts the client. The accommodation(s) are to remain pending.

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Ending CAC Only Accommodations

CAC only accommodations, such as Reminder Calls and Email Communication, can only be ended by a CAC. Prior to ending CAC only accommodations, CACs must:

1. Attempt a cold call to the client.
2. If the phone number is incorrect, there is no phone number on file, or HLS and/or blocked online services is listed in BEACON, send a CAC In-Office Appointment letter with an appointment date scheduled in the next 10 business days.
3. If the client does not respond to the first scheduled appointment, send a second CAC In-Office Appointment letter with an appointment date scheduled in the next 10 business days.
4. If the client does not respond to the second scheduled appointment, end the CAC only accommodation on the 30th day from the second CAC In-Office Appointment letter.
5. If there is a correct phone number in BEACON, first attempt a cold call to the client.
6. If unsuccessful, send a CAC Telephone Appointment letter with an appointment scheduled in the next 10 business days.
7. If the client does not respond, send a second CAC Phone Appointment letter with an appointment scheduled in the next 10 business days.
8. If the client does not respond to the second notice, end the existing CAC only accommodation on the 30th day from the second CAC Phone Appointment letter.

Note: If a client requests by email to end their Email accommodation, then no further action is required by the CAC. Email accommodation will be ended by the CAC following procedures for ending accommodations.

CACs can only end accommodations following the steps below:

1. Go to the Accommodation/Special Assistance Disposition page and click on the Difficulty tab.
2. Select the Type/Remedy to be ended and click the No radio button.
3. Enter reason for ending accommodation in Comments box.
4. Click Finish.
5. Click on the CAC tab.
6. Select Denied from the Disposition drop-down selection box.
7. Select Reason from the drop-down selection box.
8. Add notes for ending accommodation in the Comment(s) box.
9. Check off Copy to ECF narrative and click Finish.
10. The Accommodation Decision Notice (ADA-1-C) will be generated.  This will inform the client about the change in their accommodation.

When ending one accommodation of multiple accommodations for a client, deny only the ending accommodation to preserve the other accommodations.

Important: All actions taken must be documented in the Comment(s) box of the Disposition page, copied to the ECF narrative and recorded on the Tracking page.

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ADA Accommodation(s) Review

If a client has an accommodation, it is not necessary to repeat the Disability Inquiry “script” with the client as if this was the first time you and the client are reviewing disability accommodations. Instead, you must ask the client if there has been any change in the client’s disability that the client would like recorded and if the client would like to make any change in their ADA accommodation(s).

You should ask the following questions:

“I see you have an accommodation from the Department. Is this accommodation continuing to help you?”

“Is there any change in your condition that you want us to enter on BEACON? Do you want to make any changes to the accommodation you have now?”

If the client states that they wish to continue the accommodation, you must enter the new End Date following these rules:

1. If this is a one-time accommodation (such as the client needs to be seen for an appointment on the first floor due to a temporary mobility issue), the Start and End date would be the same date.
2. If this is a time-limited accommodation, the Start and End date would be the date the accommodation was given and the expected End date entered.
   1. If it is an ongoing accommodation (such as the client needs an ASL interpreter), the Start date is the current date and no End date is to be selected.
   2. If the client requests a change to the accommodation, you must make those changes following procedures at the ADA Request for Modification page.
   3. If the client requests an additional accommodation above and beyond the current accommodation, you must complete the Accommodation workflow.

For a list of current Client Assistance Coordinators (CAC) see List of Client Assistance Coordinators.

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Related Topics

ADA Policy and Procedures

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Last Update: August 28, 2025