Frontline Staff & ADA Training – On-Demand Training

Strategies For Awareness & Support

While many institutions may have excellent compliance strategies and structures in place, situations may still arise which raise concerns of inaccessibility and potential liability due to a large, dynamic, and fluctuating workforce. Frontline staff who directly engage with the public and customers are often in a tricky position. They must ensure that they comport themselves in compliance with ADA responsibilities. This can include navigating complex and nuanced situations while also maintaining customer service expectations. Moreover, with turnover, institutions must ensure that they are deliberately and consistently training new team members. Many staff may feel unsupported or nervous about engaging with various ADA topics, further emphasizing the need for institutions to provide support and assistance to their frontline staff.

Our expert presenter will help frontline staff provide effective assistance, access or accommodations. Give your frontline staff the tools they need to engage with individuals with disabilities – because their ability to show compassion and attentiveness can have a direct impact on a student's experience at and perception of your institution.

While it is critical the staff be aware of compliance responsibilities, their development must also include education which fosters and prioritizes inclusion and access. In addition, this session will discuss specific resources and strategies to help support staff in the moment so that they can provide a positive experience for the customer.

Topics Covered

Get crucial, actionable takeaways that will help you:

• Provide proactive and recurring training for frontline staff which focuses first on disability awareness – foster and prioritize inclusion and access.
• Provide additional training and educational modules on specific disability access topics, such as physical accessibility, digital accessibility, service animals, etc. – educate frontline staff so they have confidence to respond to questions and concerns and can provide a positive experience for the student or customer.
• Develop easy-to-use resources – give your  frontline staff the support and tools they need to meet institutional expectations.
• Create clear processes for frontline staff to escalate concerns and seek support – provide a supportive avenue for asking questions, reporting concerns and addressing challenging situations.

Presenter

Christina Kline serves as the Executive Director for the Disability Management System (DMS) Office. DMS is responsible for ensuring that Duke University (including the health system and other affiliated entities) meets its responsibilities under the Americans with Disabilities Amendments Act and similar laws. DMS also provides guidance and assistance regarding the Pregnant Workers Fairness Act.
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