Recognizing an ADA Accommodation Request
There are various ways in which you might be alerted to the fact that a client might need or want an accommodation. These include:
- the client requests assistance
- the client indicates that they are disabled
- Affirmative Response to Inquiry – the portion of the interview that is mandated in certain situations. See ADA and Assisting Clients
- response to an adverse action notice. See Accommodation Request as a Result of A Closing Reduction or Denial Notice
- your observations of client or case circumstances
- the Accommodation icon indicates that the Department has previously worked with the client to craft an appropriate accommodation, or
- a blue CAC circle displayed in the narrative tab, which indicates that a CAC has addressed an accommodation request. A blue CAC circle with a “+” sign means the client has an authorized representative.
All DTA staff (including Central Office staff with client contact and Hearings Officers) must always be alert to situations where it appears an applicant or client (hereafter called client) is having difficulty with a Department service, activity, rule or requirement because of a disability. If such a situation arises, you must inform the client of the opportunity to request an Americans with Disabilities Act (ADA) accommodation. For procedures see: ADA Accommodation Process: Accommodation/Special Assistance Request.
You are not assume a client has a disability unless the individual has informed you of a potential or actual disability and/or need for an ADA accommodation. In no case are you to assume that a particular accommodation is required. Accommodations are specific to the individual, and may vary depending on individual circumstances
If a client tells you that they have a physical or mental disability that limits them from meeting Department requirements or from utilizing Department services, that client may be requesting an ADA accommodation. The client does not need to reference the ADA or say that an accommodation is needed in order to get help.
Accordingly, requests for ADA accommodations can be made either orally or in writing. There are no magic words a client must say to request an accommodation. An ADA accommodation may be requested at any time.
In an effort to provide clients and staff with a way to explore disabilities and their possible impact, the Department will conduct a routine inquiry in specific circumstances. For all application, reevaluation and recertification interviews, you must ask specific questions to determine whether a client might have a disability, and whether the disability might pose barriers to getting and retaining assistance. Also, anytime a client indicates s/he has a disability, including when requesting a disability exemption, these same steps will be followed. The procedures are covered at ADA Accommodation Process: Accommodation/Special Assistance Request.
Note: Regardless of whether a client has a disability, you must be alert to responding to and assisting clients with any type of barrier that may get in the way of receiving the services the client needs. All staff (including Central Office staff with client contact and Hearings Officers) have a duty to assist all clients.
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Last Update: June 16, 2022