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Accessibility can take time to implement, and there are people who may still face difficulties accessing responsive information services, regardless of the level of accessibility. In either case, reasonable accommodation should be implemented immediately whilst a more sustainable accessibility solution can be established. It is usually implemented on an individual basis, through an interactive dialogue with the client, with the objective of facilitating punctual access to a particular service or situation.
| EXAMPLE – A client in the community experienced mobility challenges and could not physically access a static information desk. So, the team asked this client how they would like to receive support. Because the client had a phone, they proposed that they call with their questions, offering an alternative, confidential channel for support. |
How to provide reasonable accommodation:
- Identify what the client requires to participate. For example, ask, “Do you know how to share your questions with us and access the information you need? Would you require any adaptation or support to access our information service and communicate with us?”
- Identify solutions to facilitate participation, given available resources. Verify with the client if the solution proposed meets its purpose.
- If no solution is found or suitable, justify the denial of reasonable accommodation objectively. This means that you have considered every resource that is available to hand to meet the request from the client. If the offered solution or other available options do not meet the requirement of the client, failure to meet their requirement is not discriminatory. Inform the client in a timely manner of your inability to accommodate due to the operational limitations.
| RESOURCE – See page 11 of the IRC Inclusive Client Responsiveness Guidance for more on providing reasonable accommodation. |