Training Frontline Staff for ADA Compliance – On-Demand Training

Build Confidence & Capacity To Resolve Access Barriers Before They Escalate

Institutions of higher education are increasingly recognizing that ADA compliance risks often materialize not at the policy level, but at the point of service delivery. Frontline staff, such as those working in housing, dining, campus police, registrars’ offices, libraries, student centers, athletics, and reception roles, are frequently the first institutional representatives to encounter disability-related needs, concerns, or accommodation requests. However, they are often the least formally trained in disability law or institutional obligations. This knowledge gap can create situations where well-intentioned employees may inadvertently expose the institution to liability.

Our expert presenter will translate regulatory requirements into actionable frontline behaviors. She will pair compliance education with emotional intelligence training. You’ll be able to build training systems that remain effective even amid staffing turnover and other operational changes.

Properly train your frontline staff, so they can function as early intervention actors who are capable of resolving access barriers before they escalate into grievances or formal complaints. 

Topics Covered

Gain crucial, actionable takeaways that will help you: 

• Build frontline staff capacity as a form of risk mitigation by strengthening real-time problem-solving skills.
• Create clear escalation processes, so employees know exactly who to contact
  when they cannot resolve an issue themselves.
• Clarify the boundary between frontline assistance and formal accommodations processes.
• Develop documentation habits that appropriately capture access concerns,
  incidents, and requests without creating unnecessary legal exposure.
• Align frontline conduct with institutional grievance procedures, ensuring staff
  understand how their actions affect downstream investigations and complaint
  resolution.
  

Presenter

Daiquiri Steele, J.D., Ph.D. serves as an Assistant Professor of Law at The University of Alabama School of Law. She teaches Employment Discrimination, Employment Law, Labor Law, Education Law, Torts, Civil Rights, and Legislation & Regulation.
Click here for full bio.