CityAxS Accessibility Training

✓ Do

• Ensure main entrance has a ramp or level access (no lips or lips under 1/2 inch)
• Keep pathways clear — minimum 36" wide, 60" at turning points
• Provide accessible restroom with grab bars and turning space
• Reserve accessible parking spaces close to the entrance
• Have staff offer assistance without being asked, but don't be patronizing

✕ Don't

• Block accessible routes with furniture, merchandise, or equipment
• Assume someone needs help — ask first
• Direct wheelchair users to back or service entrances
• Let 'accessible' restrooms become storage rooms
• Charge extra for accessible accommodations

✓ Do

• Offer to read menus or materials aloud
• Describe the space verbally when guiding someone
• Speak directly to the person, not their companion or guide dog
• Provide large-print menus or materials if possible
• Keep floors clear of unexpected obstacles

✕ Don't

• Pet or distract a guide dog — it's working
• Grab someone's arm to guide them without asking
• Use vague directions like 'over there' or 'it's nearby'
• Assume blindness means other impairments
• Speak loudly — vision impairment doesn't affect hearing

✓ Do

• Face the customer when speaking — many lip-read
• Use clear, plain language and normal pace
• Write things down or use a phone screen when needed
• Ensure visual alerts (flashing lights) supplement audio alarms
• Learn a few basic ASL phrases if possible

✕ Don't

• Shout — it distorts lip patterns and is often unhelpful
• Cover your mouth while speaking
• Speak to the interpreter instead of the deaf person
• Assume a deaf person cannot communicate independently
• Give up and walk away if first communication attempt fails

✓ Do

• Be patient — responses may take longer
• Use clear, literal language — avoid idioms and sarcasm
• Offer a quieter space or reduced stimulation when possible
• Let the customer set the pace of interaction
• Train staff to recognize meltdowns vs bad behavior

✕ Don't

• Touch a customer without permission
• Use flashing lights or sudden loud noises unnecessarily
• Assume unusual behavior is threatening or disruptive
• Rush the customer or get frustrated by slower responses
• Make assumptions about capability based on appearance

✓ Do

• Allow service animals in all areas where customers are allowed
• Ask only: (1) Is it a service animal required for a disability? (2) What task is it trained to perform?
• Give the animal space to work
• Handle complaints from other customers professionally
• Train all staff on service animal policy

✕ Don't

• Pet, feed, or distract a service animal
• Ask for documentation or certification
• Require the animal to wear a vest or ID
• Refuse entry because another customer is allergic (seat them apart)
• Confuse service animals with emotional support animals under ADA Title III

✓ Do

• Treat every customer with dignity and respect
• Ask before helping — don't assume someone needs assistance
• Be aware of your physical space and keep it accessible
• Know your business's accessible features and be able to explain them
• Report accessibility barriers to management immediately

✕ Don't

• Use disability as a punchline or speak about it insensitively
• Stare or make comments about someone's disability
• Create a 'special' or separate experience for disabled customers
• Assume disability limits a person's intelligence or capability
• Ignore accessibility maintenance (broken lifts, blocked ramps, etc.)