Weekly ADA Tip
Question: "How often should my agency review ADA policies and procedures? Are there any changes to the ADA that we should be concerned about?
Answer: While we have not had any changes to the ADA since 2015 (Reasonable Modification), regularly reviewing your policies and procedures is very important. In working with transit agencies throughout the United States, ADA Guru has seen instances of Operators not following important ADA policies for several reasons, including:
- Policies are confusing or unrealistic
- Conflicting information provided following initial training
- Policies lack detail; leaving decisions up to the Operator
- No refresher/follow-up training to reinforce policy knowledge
- Infrequent observations by supervisors; Operators believe that no one is "watching"
- Lack of sensitivity towards passengers with disabilities
While most agencies want to improve customer service and reduce complaints, very few of them look to the quality of their policies. Operator training is important, but to achieve the improvements that agencies want, let's start with fixing our outdated and confusing policies and procedures.
REGISTER FOR THE "CREATING EFFECTIVE POLICIES" WEBINAR ON SEPTEMBER 8!
IN THIS SESSION, WE WILL REVIEW YOUR POLICIES AND MAKE IMMEDIATE IMPROVEMENTS! (see below)
