Supervising Service Members and Volunteers with Disabilities Dr. Suzanne Gosden Kitchen Job...

Supervising Service Members and Volunteers

with Disabilities

Dr. Suzanne Gosden Kitchen

Job Accommodation Network

A free service of the Office of Disability Employment Policy, U.S. Department of Labor

Established for 25 Years

Funded by the Office of Disability Employment Policy (ODEP)

Based in Morgantown, WV

Serves a national audience

Provides electronic and telephone consultation, expert training, and comprehensive accommodation and compliance information

JAN Overview

Employers

Individuals and personal representatives (lawyers, friends, family members)

Rehabilitation and medical professionals

Those seeking self-employment

Others

JAN Overview

JAN: Team Focus

A 3-step Method

1. Set clear performance standards.1. Set clear performance standards.

2. As manager, apply standards consistently.2. As manager, apply standards consistently.

3. Use job accommodations to help meet standards.3. Use job accommodations to help meet standards.

Managing People with Disabilities

Setting Standards: Step 1

Set clear performance expectations

A. Quantity of work

B. Quality of work

C. Conduct in the workplace

Setting Standards: Step 1

Quantity of work

How much to do?

How often to do it?

Avoid vague statements such as :

“Finish it all…”

Scenario #1: how much work to do

A merchandise truck delivered supplies. You assign workers to unload the truck, unpack the items, and restock the supply closets.

You state: “Alright, git-r-done!” which motivates workers for the task.

Later, you check on progress. You find the truck unloaded. Your employees are discovered working in other parts of the building.

Scenario #1: how much work to do

Fix this situation.

Be more specific when explaining how much work needs to be done.

Scenario #2: how often to do work

People borrow material from your computer lab and return items to a central location. You assign Meghan to monitor the “in box” and instruct her to reshelf materials as needed.

You state: “Keep an eye on this box. Reshelf the materials when it’s time.”

Later, you check on progress. You find the box overflowing with materials. Meghan says she already checked the box, but it was empty.

Scenario #2: how often to do work

Fix this situation.

Be more specific when explaining how often work needs to be done.

Setting Standards: Step 1

Quality of work

How “good” is the work?

What is the measurement for “good” work?

Find ways to quantify “good work”

Set acceptable error rates

Demonstrate standards for completeness, cleanliness, etc.

Scenario #3: quality of workYou keep a database of people who use services at a non-profit organization. Each time a person returns to use services, information is added to their file.

You state: “Jason, update the client’s file when they come in.”

Later, you check on progress. You find the client’s files were updated only with date and time of visit. Jason did not insert information about “why” the client visited (after-school care, housing assistance, etc) is not recorded in the case.

Scenario #3: quality of work

Fix this situation.

Be more specific when explaining quality of work.

Setting Standards: Step 1

Conduct in the Workplace

In conduct policies, precise wording is necessary:

to explain what behavior is expected

to easily determine if behavior complies with conduct policy

Use precise wording to explain specific workplace behaviors such as:

Attendance/timeliness

Co-worker courtesy

Prohibited language (cursing, vulgarity)

Compliance with workplace rules (computer use, parking, dress code, performing tasks safely, etc)

Avoid vague statements such as “must act professionally”

Setting Standards: Step 1

Scenario #4: conduct at work

A policy states “during work hours, workers are prohibited from talking on cell phones.”

It’s reported that many workers use their cell phones to “text” during work hours.

You believe this activity violates the policy.

Workers believe they comply with policy because they are texting, not talking on the phone.

Scenario #4: conduct at work

Fix this situation.

Use precise wording to explain what behavior is prohibited at work.

Applying Standards: Step 2

As manager, apply standards consistently!

The ADA does not require you to lower or change performance standards for people with disabilities.

Applying Standards: Step 2

Apply standards with performance evaluations

Measure performance against job description or other established standards

Determine performance by using:

Praise and reward

Constructive criticism

Opportunities to improve

Include self-assessment

Scenario #5: performance evaluation

During evaluation, you determine that Brady has not met expectations of employment. Specifically, Brady:

Was tardy 6 times

Left untidy workspace at end of day, making work difficult for the next employee

Started job tasks but didn’t complete them

Scenario #5: performance evaluation

Brady explains his poor performance is due to ADHD. What do you do now?

A. Re-do his evaluation next month after he starts taking medications?

B. Send him to the doctor?

C. Let his performance evaluation stand?

Applying Standards: Step 2

As manager, apply standards consistently!

The ADA does not require you to withhold or rescind disciplinary actions for people with disabilities.

Applying Standards: Step 2

Standards can be measured when applying the discipline policy

Warning, write-up

Suspension

Termination

Scenario #6: discipline

Today, you participate in a discipline proceeding for Jenny, a worker who violated a conduct policy regarding personal internet use. Specifically, she:

Visited websites such as Yahoo to check her personal email

Used work computer to list EBAY items for sale

This infraction results in one day suspension.

Scenario #6: discipline

Jenny explains her behavior is due to poor memory, a side-effect of chemotherapy and radiation treatments for childhood leukemia.

What do you do now?

A. Let her off with a warning?

B. Send her to the doctor?

C. Proceed with discipline?

Job Accommodation: Step 3

Use job accommodations to help employees meet workplace standards.

Let’s accommodate Jason

Let’s accommodate Meghan

Let’s accommodate Jenny

Job Accommodation: Step 3

Jason was only adding minimal information to client’s computer files. He needs to input a detailed record of the client’s visit to the non-profit agency.

Add mandatory fields to client’s record – he cannot close the electronic record until information has been typed into the field.

Job Accommodation: Step 3

Meghan checked the in-box for resource materials during her shift, but it was empty. Later, when her manager checked, the box was over-flowing.

Provide Meghan with a multi-function wristwatch. Set alarms to beep 4 times per shift. This will remind her to check the in-box.

Job Accommodation: Step 3

Jenny was visiting personal websites using the office computer. This violated company policy.

Block access to websites she is known to visit, and websites specifically prohibited.

Resource

The Americans With Disabilities Act: Applying Performance And Conduct Standards To Employees With Disabilities

http://www.eeoc.gov/facts/performance-conduct.html

Contact JAN

(800) 526-7234 (V)

(877) 781-9403 (TTY)

http://www.jan.wvu.edu

jan@jan.wvu.edu

Please call, e-mail, or

visit us on the Web!

Contact me:

Suzanne.Gosden@jan.wvu.edu

Questions