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Serving One-Stop Customers with Disabilities

Serving One-Stop Customers with Disabilities. 2005 Developed by Supporting Diverse Customers to Employment Success (SDCES) Project, Community Support Alliance, Center for Development and Disability, University of New Mexico. This Training was Developed by:.

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Serving One-Stop Customers with Disabilities

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  1. Serving One-Stop Customers with Disabilities 2005 Developed by Supporting Diverse Customers to Employment Success (SDCES) Project, Community Support Alliance, Center for Development and Disability, University of New Mexico

  2. This Training was Developed by: • Supporting Diverse Customers to Employment Success (SDCES) Project in New Mexico • The Project was a Statewide WIG Round 3 Federal Grant from the Employment Training Administration of US Department of Labor • The Project was administered through the Community Support Alliance at the Center for Development and Disability (CDD), University of New Mexico

  3. SDCES Project Outcomes • Funded until June 30th, 2005 by USDOL • In partnership with the One-Stop model sites, we have developed infrastructure system supports, such as: Mentor Teams, Training to One-Stop Staff, Mystery Shopper Quality Assurance, Statewide Steering Committee Guidance; Information Center and Library Services. The Project was focused on increasing One-Stop capacity to serve customers with disabilities

  4. Enhancing Services for People with Disabilities Enhances Services for All

  5. Introducing….. Your Mentor Team: • Co-Trainer with Disabilities • Disability Program Navigator • One-Stop Staff Person • Contact Information Questions: Write on sticky pad, put on “Parking Lot” poster

  6. Agenda • Basic Principle #1:Civil Right • Basic Principle #2:Treated Equally • Basic Principle #3:Assistance that Promotes Choice • Basic Principle #4:Strengths and Needs

  7. Raise your hand if you… • Work with a One-Stop provider? • Represent a Workforce Development Board? • Work for an Administrative Entity? • Represent something else (organization)? • Work with One-Stop customers with disabilities? • Have a family member with disabilities? • Have a friend or neighbor with disabilities? • Have a disability yourself (if you would like to share)?

  8. Basic Principle #1: • People with disabilities have a civil right to receive One-Stop Services

  9. Overview of One-Stop Services • Core • Intensive • Training Services

  10. Who are People with Disabilities? • We all have diverse abilities • Unique to each individual • Focus on strengths instead of limitations • Hidden disabilities

  11. Definition of Disability Disability means with respect to an individual; • a physical or mental impairment that substantially limits one or more major life activities and / or • a record of such an impairment and / or • being regarded as having such an impairment.

  12. Pick Your Brain • In a minute, you will choose a partner and answer this question, “Where does the civil right to receive One-Stop services come from?” • You have 2 minutes to list at least two laws • Raise your hand when you and your partner are finished. We have something for the partner group who finishes first.

  13. Civil Rights come from Nondiscriminatory Disability Laws that apply to One-Stops • Section 504 of the Rehabilitation Act • Americans with Disabilities Act • Workforce Investment Act, Section 188 • Nondiscrimination Regulations that are Disability-Related

  14. Basic Principle #2: • People with disabilities should be treated equally

  15. Interactional Attitudes (Handout #1) • Overprotection(Smothering care; co-dependency) • Authoritarian(Dependent on rules; distancing)

  16. Interactional Attitudes (Handout #1) • Coldness(Distancing; focused on interdependence) • Balanced(Balance of care and interdependence)

  17. A customer comes in using a wheelchair, you… …rush up and pat the person on the back, grab the chair saying, “I know just where you need to go!” Which attitude does this reflect?

  18. A customer comes in and…. …has a dog on a leash. You point out the rules that are posted on the wall that say only seeing-eye dogs are allowed. Which attitude does this reflect?

  19. A customer comes in using a walker… …and you greet him and ask, “How may I assist you?” Then, you proceed to assist him with the services he needs. Which attitude does this reflect?

  20. Remember: • One-Stop customers may have been treated with overprotection, authoritarian and cold attitudes in the past • Practice a balanced attitude and interaction with every customer at every opportunity • Maintain a balanced attitude through trust, respect, acceptance and caring

  21. Trust Respect Accept Care Keep on T.R.A.C. with a Balanced Attitude

  22. People-First Language • Language shapes our thoughts • Puts the person before the disability • See examples of what to say and what not to say (Handout 3) • Label jars not people

  23. Scenarios #1 – A car accident victim who was left brain damaged, Doris Davis, is seeking a job. This 50 year old female has some long term memory loss about her life before the accident and left side weakness. She is no longer able to perform the chief executive tasks she was able to do before her accident 20 years ago. #2 – Doris Davis’s goal is to become a training consultant to employers regarding ADA. She has 15 years experience providing training in government and private sector settings. She has taken a public speaking course. She has co-facilitated numerous ADA trainings using her life experience as an example but has never led a session alone. She would like more detailed ADA training.

  24. Basic Principle #3: • People, regardless of ability, receive assistance that promotes choice

  25. What is Choice? • Choice is having the opportunity and information about consequences to make decisions about your life • It is important to offer customers opportunities to make choices that match their career goals

  26. Dignity of Risk • Dignity of risk is having the opportunity to take risks and experience the natural consequences of decisions which may have positive or negative results

  27. Five Steps of Choice-Making • Recognize your need to make a choice • Think about your options (If) • Talk about possible results (Then) • Evaluate options (values) • Make choice (positive or negative consequences) Career planning is example of choice-making (Handout 4)

  28. How do your One-Stop services… promote choice?

  29. Basic Principle #4: • People with disabilities have individual capabilities and strengths and may have specific accessibility and assistance needs

  30. Strategies Match Individual Strengths and Needs Peter has trouble getting to job appointments on time. What can you do to help?

  31. Strategies • Visual Scheduling – inspired by doodles • (Handout 5)

  32. Strategies • Tailored Task Analysis – the heart of the problem • (Handout 6)

  33. Strategies • Reinforcement – the power of praise and good results • (Handout 7)

  34. OutreachRequirements • When doing outreach / marketing to general public and specific populations-must include people with disabilities • Mention people with disabilities when doing general marketing and recruitment materials • Indicate commitment to hire persons with disabilities • Reflect a positive image of people with various disabilities • Make information available in alternative formats for effective communication • Send notices to and consult with schools and community service groups that serve people with disabilities

  35. BestPractices • Seek out and consult with WIA technical assistance resources and One-Stops through out the nation who have developed and are implementing exemplary programs that are effectively serving people with a variety of disabilities.

  36. RESOURCES • The DLRP Is The Southwest's Leading Resource On • Americans with Disabilities Act, • Related laws such as WIA • Making Information Technology accessible • The DLRP services a wide range of audiences including employers, businesses, government agencies, WIA Workforce System, schools and people with disabilities

  37. RESOURCES • DLRP Expert staff are available to provide training and publications and to respond to your inquiries via DLRP's toll free hotline: 1-800-949-4232 • DLRP Website: www.dlrp.org

  38. RESOURCES • Center for Development and Disability, a Center for Excellence at UNM Health Sciences Center • CDD Telephone: (505) 272-3000 • CDD Website: cdd.unm.edu • Library and Information Network for the Community (LINC) • Toll-free within NM: 1-800-827-6380 • Information Center for New Mexican’s with Disabilities • Toll-free within NM: 1-800-552-8195

  39. What Next? • Be sure to put your questions (on stickies) on the “Parking Lot” poster. • Complete your evaluation • Thank you for your time and participation.

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