The largest underrepresented population in the United States, and the one that many of us will eventually join as we age, is people with disabilities or impairments.1 People live with a variety of disabilities and impairments, some legally protected by the Americans with Disabilities Act, that require places of business to make accommodations guaranteeing equal access. People live with a variety of disabilities and impairments and bankers should be aware of some of the challenges in order to foster a welcoming and inclusive environment for both employees and customers. (For additional resources on Americans with Disabilities Act compliance, please contact Jonathan Thessen.)
The following are broad categories of different impairments that may affect a bank employee or customer:
Keep in mind that many disabilities are invisible or may not be immediately obvious. If a banker becomes aware of a disability affecting an employee, asking direct questions about their condition may violate a variety of state and federal regulations. A better approach is for an employer to indicate openness to accommodation: How can I make this process easier for you? Do you need extra time/a quieter environment/an assistive device or tool/etc.? Erring on the side of asking is preferable to making assumptions about the needs of people with disabilities.
Consider the entire workplace environment:
When interviewing job candidates or conducting business with a person who has a disability:
These considerations are not an exhaustive list and many disabilities present differently in different people. The best practice surrounding accessibility is patience: allowing an employee or customer extra time to conduct work or business, communicate, and navigate the physical and digital bank. Paying attention to accessibility will result in inclusive experiences for both customers and employees.
Naomi Mercer is senior vice president for diversity, equity and inclusion at ABA. She recently transitioned from a 25-year military career where she served as an assistant professor in the Department of English and Philosophy at the United States Military Academy and in the Pentagon running the Army’s gender integration and religious accommodation programs. Her educational background includes a doctorate in literary studies with a minor in gender and women’s studies from the University of Wisconsin-Madison and an executive certificate in strategic diversity and inclusion from Georgetown University’s Institute for Transformational Leadership. She is the author of the academic monograph, Toward Utopia (2015).
1Note: Language describing various impairments or disabilities is continually evolving. For the purposes of this article, I will use positive phrases, such as “people with a hearing impairment,” rather than phrasing considered by many to have negative connotations.