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Serving One-Stop Customers with

Disabilities

2005Developed by Supporting Diverse Customers to Employment Success (SDCES) Project, Community Support Alliance, Center for Development and Disability, University of New Mexico

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This Training was Developed by: Supporting Diverse Customers to Employment

Success (SDCES) Project in New Mexico The Project was a Statewide WIG Round 3

Federal Grant from the Employment Training Administration of US Department of Labor

The Project was administered through the Community Support Alliance at the Center for Development and Disability (CDD), University of New Mexico

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SDCES Project Outcomes Funded until June 30th, 2005 by USDOL In partnership with the One-Stop model sites,

we have developed infrastructure system supports, such as: Mentor Teams, Training to One-Stop Staff, Mystery Shopper Quality Assurance, Statewide Steering Committee Guidance; Information Center and Library Services.

The Project was focused on increasing One-Stop capacity to serve customers with disabilities

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Enhancing Services for People with Disabilities Enhances Services for All

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Introducing….. Your Mentor Team:

• Co-Trainer with Disabilities

• Disability Program Navigator

• One-Stop Staff Person

• Contact Information

Questions: Write on sticky pad, put on “Parking Lot” poster

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Agenda Basic Principle #1:

Civil Right Basic Principle #2:

Treated Equally Basic Principle #3:

Assistance that Promotes Choice

Basic Principle #4: Strengths and Needs

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Raise your hand if you…

Work with a One-Stop provider? Represent a Workforce Development Board? Work for an Administrative Entity? Represent something else (organization)? Work with One-Stop customers with disabilities? Have a family member with disabilities? Have a friend or neighbor with disabilities? Have a disability yourself (if you would like to share)?

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Basic Principle #1: People with disabilities have a civil right

to receive One-Stop Services

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Overview of One-Stop Services

Core

Intensive

Training Services

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Who are People with Disabilities?

We all have diverse abilities Unique to each individual Focus on strengths instead of

limitations Hidden disabilities

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Definition of Disability

Disability means with respect to an individual; a physical or mental impairment that

substantially limits one or more major life activities and / or

a record of such an impairment and / or being regarded as having such an

impairment.

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Pick Your Brain In a minute, you will choose a

partner and answer this question, “Where does the civil right to receive One-Stop services come from?”

You have 2 minutes to list at least two laws

Raise your hand when you and your partner are finished. We have something for the partner group who finishes first.

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Civil Rights come from Nondiscriminatory Disability Laws

that apply to One-Stops Section 504 of the Rehabilitation Act

Americans with Disabilities Act

Workforce Investment Act, Section 188

Nondiscrimination Regulations that are Disability-Related

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Basic Principle #2: People with disabilities should be treated

equally

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Interactional Attitudes (Handout #1)

Overprotection (Smothering care; co-dependency)

Authoritarian (Dependent on rules; distancing)

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Interactional Attitudes (Handout #1)

Coldness (Distancing; focused on interdependence)

Balanced (Balance of care and interdependence)

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A customer comes in using a wheelchair, you…

…rush up and pat the person on the back, grab the chair saying, “I know just where you need to go!”

Which attitude does this reflect?

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A customer comes in and….

…has a dog on a leash. You point out the rules that are posted on the wall that say only seeing-eye dogs are allowed.

Which attitude does this reflect?

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A customer comes in using a walker…

…and you greet him and ask, “How may I assist you?” Then, you proceed to assist him with the services he needs.

Which attitude does this reflect?

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Remember: One-Stop customers may have been treated

with overprotection, authoritarian and cold attitudes in the past

Practice a balanced attitude and interaction with every customer at every opportunity

Maintain a balanced attitude through trust, respect, acceptance and caring

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Keep on T.R.A.C. with a Balanced Attitude

Trust

Respect

Accept

Care

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People-First Language Language shapes our

thoughts Puts the person before the

disability See examples of what to

say and what not to say (Handout 3)

Label jars not people

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Scenarios#1 – A car accident victim who was left brain damaged, Doris Davis, is seeking a job. This 50 year old female has some long term memory loss about her life before the accident and left side weakness. She is no longer able to perform the chief executive tasks she was able to do before her accident 20 years ago.

#2 – Doris Davis’s goal is to become a training consultant to employers regarding ADA. She has 15 years experience providing training in government and private sector settings. She has taken a public speaking course. She has co-facilitated numerous ADA trainings using her life experience as an example but has never led a session alone. She would like more detailed ADA training.

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Basic Principle #3: People, regardless of ability, receive

assistance that promotes choice

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What is Choice? Choice is having the opportunity and

information about consequences to make decisions about your life

It is important to offer customers opportunities to make choices that match their career goals

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Dignity of Risk

Dignity of risk is having the opportunity to take risks and experience the natural consequences of decisions which may have positive or negative results

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Five Steps of Choice-Making

1. Recognize your need to make a choice

2. Think about your options (If)

3. Talk about possible results (Then)

4. Evaluate options (values)

5. Make choice (positive or negative consequences)

Career planning is example of choice-making (Handout 4)

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How do your One-Stop services… promote choice?

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Basic Principle #4: People with disabilities have individual

capabilities and strengths and may have specific accessibility and assistance needs

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Strategies Match Individual Strengths and Needs

Peter has trouble getting to job appointments on time. What can you do to help?

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Strategies Visual Scheduling – inspired by doodles

(Handout 5)

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Strategies

Tailored Task Analysis – the heart of the problem

(Handout 6)

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Strategies

Reinforcement – the power of praise and good results

(Handout 7)

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Outreach Requirements When doing outreach / marketing to general public

and specific populations-must include people with disabilities Mention people with disabilities when doing general

marketing and recruitment materials Indicate commitment to hire persons with disabilities Reflect a positive image of people with various disabilities Make information available in alternative formats for

effective communication Send notices to and consult with schools and community

service groups that serve people with disabilities

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Best Practices Seek out and consult with WIA

technical assistance resources and One-Stops through out the nation who have developed and are implementing exemplary programs that are effectively serving people with a variety of disabilities.

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RESOURCES The DLRP Is The Southwest's Leading Resource On

Americans with Disabilities Act, Related laws such as WIA Making Information Technology accessible

The DLRP services a wide range of audiences including employers, businesses, government agencies, WIA Workforce System, schools and people with disabilities

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RESOURCES

DLRP Expert staff are available to provide training and publications and to respond to your inquiries via DLRP's toll free hotline:

1-800-949-4232

DLRP Website: www.dlrp.org

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RESOURCES

Center for Development and Disability, a Center for Excellence at UNM Health Sciences Center CDD Telephone: (505) 272-3000 CDD Website: cdd.unm.edu

Library and Information Network for the Community (LINC) Toll-free within NM: 1-800-827-6380

Information Center for New Mexican’s with Disabilities Toll-free within NM: 1-800-552-8195

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What Next?

Be sure to put your questions (on stickies) on the “Parking Lot” poster.

Complete your evaluation Thank you for your time and participation.