Institute for Community Inclusion Releases "Access for All" Publication

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September 27, 2001

Institute for Community Inclusion

Institute for Community Inclusion Releases "Access for All: Meeting the Needs of One-Stop Customers with Disabilities"

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[PDF Version of Entire Report]

Download Help: Users who need assistance downloading Adobe Acrobat PDF files can go to Download Tools. For additional help contact the National Association of State Workforce Agencies at 202-434-8020.

Contact: David Hoff at david.hoff@tch.harvard.edu or 617-355-7486 (voice), 617-355-6956 (TTY)

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Introduction
A core concept of the Workforce Investment Act is universal access to the services of the One-Stop System, for all individuals looking for assistance to find employment and advance in their careers. The evolution of this system has led to a growing recognition of the broad range of needs that exist within our communities. One-Stop Systems must be designed and staff must be prepared to effectively respond to a diversity of customers, including individuals with disabilities. Approximately 1 in 7 people in the United States has some type of disability, representing a significant portion of potential One-Stop customers. Chronic unemployment of people with significant disabilities is an ongoing societal issue, and the Workforce Investment Act is clear, that people with disabilities are among the groups of individuals that One-Stop Systems are designed to serve. The purpose of this manual is to assist with this process.

In echoing the basic principles of the American's with Disabilities and Rehabilitation Acts, it is the premise of this manual that people with disabilities are best served by being fully included in the entire range of One-Stop services. The focus of One-Stop systems in serving people with disabilities should not be on "specialized services" to meet the needs of people with disabilities, but instead designing services and facilities in an anticipatory way so that they meet a broad range of needs. One-Stop staff who are not rehabilitation counselors or disability specialists, cannot be expected to be experts on every aspect of helping people with disabilities find employment. However, through a combination of good basic customer service practices, some core knowledge of disability issues, and information on where staff and customers can find additional assistance, One- Stop Systems can play a significant role in helping many people with disabilities meet their employment and career advancement goals, with disability experts and specialists utilized on an "as needed" basis, working in collaboration with other One-Stop staff.

The information in this manual ranges from how to design services and facilities in a way which proactively anticipates the needs of people with disabilities, to information on providing specific customer assistance. The contents of this manual are intended to complement the "Guide to Accessibility and Accommodations" from the United States Department of Labor, which is directed more broadly at the needs of Workforce Investment Boards, and state and local administrators, to assist in achieving compliance with relevant legislation.

We hope that you find this manual a useful resource, in meeting the needs of today's diverse workforce.

William Kiernan, Ph.D.
Director

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