Helping Patrons with Disabilities A Workshop for All Library Staff

1. Helping Patrons with Disabilities A Workshop for All Library Staff Presented by Dan Carlson / Jami Grace and Anne Pemberton

2. Anne Pemberton is known as the “Disabilities Chick.” Contact Anne when you have questions or problems related to disability services in the library. Her office is in the Reference Department and her contact info is: 974-0016 / apember1@utk.edu Dan Carlson is the Director of the Office of Disability Services (ODS) and Jami Grace is the Assistant Director of the Office of Disability Services.

3. Purpose of Workshop To provide the necessary information to all library staff so that they may provide the best possible service to our patrons with disabilities.

4. What are Disabilities?Disability with respect to an individual means … • An individual has a physical or mental impairment that substantially limits one or more major life activities; OR • An individual has a record of such an impairment; OR • An individual is perceived as having such an impairment.

5. Major Life Activities Include: • Caring for oneself • Walking • Seeing • Hearing • Speaking • Working • Breathing • Learning

6. Record of Impairment • An individual has: • A history of an impairment, or • A record of having been misclassified as having an impairment • Perceived as Impairment • An individual has: • An impairment not limiting a major life activity, but who is treated as disabled • No impairment, but who is treated as disabled.

7. Examples • Visual, Hearing, or Speaking Impairments • Learning Disabilities • HIV and AIDS • Cerebral Palsy • Cancer • Diabetes • Mental Retardation • Emotional and Mental Illness • Epilepsy • Muscular Dystrophy • Multiple Sclerosis • Narcolepsy

8. Exceptions • Current illegal drug use • Compulsive gambling • Homosexuality • Certain Sexual Behavior Disorders • Kleptomania • Pyromania • Characteristics (e.g., eye color) • Traits (e.g., poor judgment) • Cultural, Environment, or Economic factors (e.g., poverty)

9. The Office of Disability Services is located in Hoskins Library We serve UT students, staff, faculty and the UT community http://ods.utk.edu

10. Mission of ODS: To provide a climate that is conducive to learning and personal growth, enabling individuals with disabilities to achieve academic and personal success. This mission is accomplished through respect, advocacy education, empowerment, and the provision of accommodations to promote equal opportunities. Vision of ODS: To establish parity for individuals with disabilities in order to access all university academic programs and activities. Equal access is ensured through partnerships between the Office of Disability Services and all university programs, departments, and facilities.

11. How Does a Student Register with ODS? • Student’s responsibility • Must make appointment with ODS • Provide current copy of documentation verifying disability • LD or AD/HD – evaluation must be within past three years • Psychological/Emotional problem – evaluation must be within one year to six months

12. Unfortunately … Not All Students Register with ODS!!!! Disability CategoryNumber Served Total Registered with ODS (as of 2/15/02) 1,207

13. National Figures for Individuals with Disabilities Disability CategoryAdult Population Effected Annually

14. Barriers • Physical barriers (doors, bathrooms, sidewalks, construction) • Attitudes (people do not want to get involved or do not know what to do) • Technology (people need different equipment)

15. Language and Behavior • Your language has a huge impact on other people • Be aware of and apply the appropriate terminology when describing people with disabilities • When you define someone by a disability it leads to isolation and segregation • Stereotyping reinforces barriers that students with disabilities are trying to overcome

16. Language and Behavior Continued • Put the person before the disability • Crippled, deformed, suffers from, victim of, the retarded, etc. are never acceptable terms • Terms such as handicapped, mentally different, physically challenged are considered condescending. They reinforce the idea that disabilities cannot be dealt with up front. • PROMOTE DIVERSITY!

17. Correct TerminologyIncorrect Terminology

18. How Does This Affect The Library? It is our job as library staff to provide the best possible service to all our patrons. It is our job as library staff to provide equal access and equal service to ALL our patrons regardless of any disability they may have. We do all have one thing in common … any one of us could have a disability at some point.

19. Why Don’t People Talk About Disabilities? • Fear of the Disability • What if it were me? What if it were my child? • Can I ‘catch’ the disability? • Will the disability make the person angry or violent? • Will the disability make the person do ‘strange’ things? • Does the disability mean I will have to drop all my other work and spend a lot of time with this one patron?

20. Fear of the Technology • These machines are too complicated! • These machines are expensive. What if I break something? • How can I communicate properly with someone who uses things like a communication board or relay service? • What if I forget how to use the technology? • What if the technology we have can’t help this patron? • What if the other staff members decide that since I know how to use the equipment, I’m always going to have to be the trouble-shooter and trainer?

21. Fear of Ourselves • What if I do or say the wrong thing? • What if I cannot make myself understood? • What if I cannot understand the patron? • What if I look stupid because I do not know what to do? • What if the person thinks I’m being mean or prejudiced because I do not know what to do?

22. Ways to Combat Common Fears Fear of the Disability • Foster contact with people who have disabilities • Ensure all staff members serve patrons with disabilities, not the same one or two people • Have speakers come to educate staff on disabilities • Know that people with disabilities are held to the same standards of behavior as other patrons • Ask Anne or Dan questions! Learn as much as you can

23. Fear of the Technology • Use technology when you have a chance (“play” with the equipment) • Include adaptive technology in library tours or training • Ask Anne for help or training at any time • Read about technology on the web or in print resources

24. Fear of Ourselves • Think about situations you’ve had with patrons in the past and brainstorm about better ways to approach these situations in the future • Supervisors: support staff in training and discussion of these issues • Consult with Anne or with web/print resources when you have a question

25. Library Stuff • Anne is the disabilities liaison • There are library services, equipment, and procedures that will help you assist patrons with disabilities • There is a website with information for patrons with disabilities: http://www.lib.utk.edu/disabilities/

26. Equipment in the Library TTY / TDD / Text Telephones: They are all the same! • TTY stands for Tele Type writer • TDD stands for Telecommunication Device for the Deaf • Text Telephones are TTYs • Most Deaf individuals prefer to use the term TTY when referring to their telecommunication device • 2 TTYs in “Starbucks” and working on getting a new on in Reference

27. Kurzweil Housed in the Media Center, the Kurzweil Reader scans and translates text into synthetic speech for individuals who are blind, partially sighted or who have reading problems/learning disabilities. 

28. Screen Reader (JAWS) There is a workstation in Reference with a large monitor that has JAWS installed on it. A Screen Reader is the commonly used name for Voice Output Technology. Hardware and software produce synthesized voice output for text displayed on the computer screen, as well as for keystrokes entered on the keyboard. JAWS stands for “Jobs Access With Speech”

29. CCTV Closed Circuit Television A closed-circuit television (CCTV) system uses a stand-mounted or hand-held video camera to project a magnified image onto a video monitor or a television (TV) screen

30. Accessible/Adjustable Workstation in Reference • Trackball mouse • Adjustable height on desk • Adjustable Workstation across from main circulation desk (2nd floor) • REMOVE CHAIRS FOR WHEELCHAIR ACCESS

31. Cell Phone in Circulation Available for patrons with disabilities The cell phone is currently not available but hopefully will be soon!

32. Parking The library has 4 spaces designated as disability parking in the parking lot and 4 spaces are available on the street (Melrose) Anyone that has a state issued “disabled person license plate and/or placard” may park in these spaces. They do not have to have a Lot 12 tag or any UT designation.

33. Elevators We have a “handicapped elevator” on the ground floor for access to the first floor. Elevators run through first floor through sixth floors. We will have the service elevator working during emergency situations.

34. Doors/Entrances Main entrances have “push button” technology Classrooms and bathrooms have no such access DO NOT leave bins in front of buttons/doors

35. Library Services • Students with disabilities may use Library Express to have photocopies made of materials in any location (stacks, storage, etc.) • Students pay for the cost of the copies (but no other fee) • If a student with a disability approaches any public service desk and needs to make a minimal number of copies, please direct them to Duplication

36. Library Services • Please help patrons with retrieving and copying material when possible!!!! • Closed Caption videos can be found through the catalog under “Closed caption video recordings” • Use AskUs.Now to chat with hearing impaired/speech impaired – they may not identify disability

37. Accessible Webpages • Future training opportunity • For now, consult: • WebAble - http://www.webable.com/ • Bobby - http://www.cast.org/bobby/ • Web Content Accessibility Guidelines Working Group - http://www.w3.org/WAI/GL/ • WebAIM - http://www.webaim.org/ • Designing Accessible Websites - http://www.outreach.utk.edu/guidelines/accessible_webs.htm

38. Anne’s Agenda • Make Library staff AWARE of issues • Work with Dan and library administration to create assistive technology lab in library http://www.lib.utk.edu/disabilities/proposal.html • Replace the TTD in the telephone room in Reference • Get an updated list of current registered students from ODS for Library Express • Ensure cell phone at circulation is operable

39. Agenda Continued … • Purchase copy of ZoomText or Magic for Reference workstation (This is being taken care of by ODS) • Ensure that service elevator is operational in emergency situations • Replace (update) the Kurzweil in the media center • Publish/present “Disability Services in Tennessee Libraries” • Create documentation of problems/solutions and policies relating to disability services in Library • Create instructions for TTYs in “Starbucks”

40. Future Training • American Sign Language Class • Speaker from UT Hearing and Speech Center • Creating Accessible Webpages Class • Programs sponsored by the Diversity Committee relating to disability services • Hands-on Training with Assistive Technology • Speakers from ODS and other campus offices • Panel of students to share experiences in Library • Continued “Helping Patrons with Disabilities” Workshops

41. The Future? ODS to be our neighbor and our partner in making sure the university BECOMES a proactive leader in giving those with disabilities equal access!

42. If you want to learn more, please stop by Anne’s cube … There’s plenty of information there … … and YUMMY CANDY!

43. Thanks! Questions? Want to know about ADA and 504?

44. What is ADA? Signed into law on July 26, 1990, the Americans with Disabilities Act (ADA) prohibits discrimination against qualified people with disabilities in: • Employment • Public Services and Transportation • Public Accommodations • Telecommunications Services • Miscellaneous

45. Employment (Title I) Business must provide reasonable accommodations to protect the rights of individuals with disabilities in all aspects of employment. Possible changes may include restructuring jobs, altering the layout of workstations, or modifying equipment. Employment aspects may include the application process, hiring, wages, benefits, and all other aspects of employment. Medical examinations are highly regulated.

46. Public Services (Title II) Public services, which include state and local government instrumentalities, the National Railroad Passenger Corporation, and other commuter authorities, cannot deny services to people with disabilities participation in programs or activities which are available to people without disabilities. In addition, public transportation systems, such as public transit buses, must be accessible to individuals with disabilities.

47. Public Accommodations (Title III) All new construction and modifications must be accessible to individuals with disabilities. For existing facilities, barriers to services must be removed if readily achievable. Public accommodations include facilities such as restaurants, hotels, grocery stores, retail stores, etc., as well as privately owned transportation systems.

48. Telecommunications (Title IV) Telecommunications companies offering telephone service to the general public must have telephone relay service to individuals who use telecommunication devices for the deaf (TTYs) or similar devices.

49. Miscellaneous (Title V) Includes a provision prohibiting either (a) coercing or threatening or (b) retaliating against the disabled or those attempting to aid people with disabilities in asserting their rights under the ADA.

50. Section 504 of the Rehabilitation Act of 1973 "No otherwise qualified person with a disability in the United States . . . shall, solely by reason of . . . disability, be denied the benefits of, be excluded from participation, or be subjected to discrimination under any program any activity receiving federal financial assistance."