Section II. Developing an Efficient and Responsive Accommodation Process
Learn about developing an interactive accommodation process, which is essential to disability inclusion, in this section of the Workplace Accommodation and Accessibility Policy Toolkit.
Under the Americans with Disabilities Act (ADA) and Rehabilitation Act (Rehab Act), covered entities must provide reasonable accommodations for qualified applicants, candidates, and employees with disabilities upon request unless doing so would create an undue hardship. To help determine effective accommodations, the Equal Employment Opportunity Commission (EEOC) recommends an “interactive process,” which means that employers and disabled applicants, candidates, and employees who request accommodations work together to come up with accommodations (EEOC, Question 1). There is no standardized accommodation process, so employers can develop their own, which should be as frictionless as possible.
1. How do you develop an efficient and responsive accommodation process?
An efficient and responsive accommodation process provides timely, personalized service to employees seeking accommodations. In much the same way businesses strive to provide quality customer service, this type of process offers a seamless and supportive experience for employees. These businesses build strong relationships, listen to their employees’ concerns, appreciate where they are in the process, and respond promptly. This accommodation process minimizes bureaucracy by not having employees repeatedly fill out extensive paperwork or making unnecessary requests for medical documentation or causing delays due to multiple layers of decision-makers. Instead, the process is efficient, taking the most direct route to providing an effective accommodation based on each situation. Most importantly, the people assigned to carry out the process do so respectfully and positively.
2. Why should organizations strive to have an efficient and responsive accommodation process?
An accommodation process that is efficient and responsive will help people with disabilities feel more comfortable and positive about requesting accommodations. Organizations demonstrate that they welcome accommodation requests and consider them a way to enhance productivity and promote inclusion, rather than merely a legal obligation.
3. How does an organization create an efficient and responsive accommodation process?
An organization creates an efficient and responsive accommodation process through streamlining, building in flexibility, seeking feedback from employees who go through the process, and making continual improvements. For example, an organization might take a tiered approach to accommodations by:
Providing all employees with a catalog from which they can select equipment, software, or services that are preapproved without medical documentation.
Approving low-impact accommodations simply by discussing with the employee what would be effective, rather than requiring unnecessary or copious medical documentation.
Engaging in an interactive process with the employee when the employer needs more information to determine an effective accommodation or wants to explore alternative options.
Policy Development
Questions to Ask
Develop policies that support an efficient and responsive accommodation process by asking the following questions of your organization.
Is a clear and concise reasonable accommodation policy statement visible in places (career portal, intranet, website, common areas, etc.) that are accessible to applicants, candidates, and employees?
Are leaders trained in the role accommodations play in ensuring that employees with disabilities can perform their best on the job?
Does the organization have a centralized system or fund for accommodations to ensure that individual teams do not bear financial responsibilities?
Does the responsibility for reasonable accommodations lie within a department dedicated to providing quality customer service to employees?
Are subject matter experts (SMEs) responsible for responding to and processing specific types of accommodation requests?
Is the organization’s technology infrastructure accessible for disabled employees who use assistive technology?
Are common types of accommodations automatically approved in real time—for example, via a preapproved catalog of software and hardware?
Is O*NET used as a tool to define job functions and develop inclusive job descriptions?
Are all managers and supervisors trained on how to respond to an accommodation request in a prompt, friendly manner?
[Organization Name] recognizes the importance of providing timely, effective accommodations to enhance workplace productivity and provide equal employment opportunities to applicants, candidates, and employees with disabilities. Under the [Americans with Disabilities Act (ADA), Rehabilitation Act (Rehab Act), etc.], we are committed to ensuring a frictionless accommodation process that enables applicants, candidates, and employees with disabilities to efficiently receive the accommodations they need to be successful members of our workforce.
[Organization Name] is committed to:
Processing accommodation requests in a positive, respectful manner.
Assigning qualified personnel to oversee and assist the applicant or employee through the process.
Leveraging continuous user feedback to help eliminate unnecessary barriers throughout the process.
Providing ongoing education for everyone involved in the process.
Maintaining effective channels of communication and feedback throughout the process.
Measuring key process indicators.
Re-assessing the process regularly for continuous improvement (i.e., administering satisfaction surveys following the accommodation and asking relevant questions during exit interviews).
All workers are encouraged to understand this policy, seek clarification, and identify factors that may impede the employee experience.
We will review this policy [review period] on or before [policy review date]. This policy was last reviewed by [Reviewer Name] on [last review date].
[Signed by Name of Organization Head]
Policy in Practice
Developing an efficient and responsive accommodation process is essential to disability inclusion. With a streamlined, accessible accommodation process, people with disabilities can quickly get the tools they need to succeed in the workplace, resulting in increased productivity and a sense of belonging. Providing workplace accommodations not only promotes inclusion but also yields multiple benefits for employers, including retaining valuable employees, improving overall production and morale, reducing workers’ compensation and training costs, and improving diversity.
Endnotes
This Sample Policy does not necessarily represent legal obligations, but instead reflect topics that employers and employees may voluntarily choose to address. The Sample Policies do not constitute legal advice by the U.S. Department of Labor and do not reflect the full range of laws that may apply in every situation, including local and state laws that may provide additional protections and requirements. Employers should review local, state, and federal laws to ensure they are in compliance with the law that provides the most protections for employees and should include additional legal requirements as necessary.
This publication is for general information to provide a voluntary resource for employers and is not considered in the same light as official statements of position. The contents of this Sample Policy do not have the force and effect of law and are not meant to bind the public in any way. Back to Text
