Manager and Supervisor Tips

Disability Management Services is happy to assist managers/supervisors in navigating the interactive process and reasonable accommodation process. Feel free to reach out to us at [email protected].

Our email address for Health and Campus employees remains [email protected].

What are trigger words/phrases that an employee may say when they need an accommodation?
Some examples of this are:
“I am having difficulty/trouble/hard time performing my work duties because…”
"I'm having a difficult time with..."
"I have a medical condition/disability/illness/injury."
*Please note this is not an exhaustive list, and there is no required statement that must be used to request an accommodation.
How should I document the interactive process?
Your documentation of the interactive process should briefly capture:
•    The employee’s request and work-related needs
•    Accommodation options or ideas that were considered
•    What was agreed upon and any options that were not feasible
•    The reasons for decisions, when appropriate
•    Any follow-up or next steps

Emails, correspondence, meeting notes, and conversations related to an accommodation request may all be part of documenting the interactive process. A Temporary Accommodation Form (TAF) may be one tool used to document the employee’s restrictions and the accommodations being provided, but it does not replace documentation of the interactive process itself.
How can I respond inclusively when an employee shares they have a disability or are experiencing difficulties at work?
When an employee shares that they have a disability or are experiencing difficulties at work, respond with empathy, respect, and a willingness to help. Sharing information or asking for support can be difficult. Approach these conversations with empathy and an open mind, listen without judgment, and work collaboratively with the employee to understand their needs and identify appropriate support. To help ensure the employee feels comfortable sharing, discuss sensitive information in a private setting.

You don’t need to have all the answers right away. Ask questions when you’re unsure how to provide support, listen to the employee’s preferences, and avoid making assumptions about what they can or cannot do. Focus on understanding what they are experiencing at work and what might help them be successful. When appropriate, connect them with resources that can provide additional support.

•    Focus on strengths and abilities. Use language that recognizes an employee’s strengths, contributions, and abilities rather than focusing on their disability, challenges, or limitations. For example, say, “Maria uses a wheelchair as a mobility device,” rather than “Maria is wheelchair-bound.”
•    Respect how people choose to describe themselves. Person-first language, such as “person with a disability,” is commonly used to emphasize the person rather than their disability. Some people, however, prefer identity-first language, such as “disabled person,” because they see disability as an important part of their identity. When possible, follow the language the individual uses to describe themselves.
•    Ask rather than assume. People with disabilities have different experiences and preferences. Don’t assume you know what someone needs or what will work best for them. If you’re unsure, ask how you can help or what would be most helpful.
•    Respect privacy. An employee should not be expected to explain or disclose their disability to coworkers. Keep disability-related information and accommodation discussions private and share information only with those who need to know.
•    Treat people with respect and dignity. Disability etiquette is ultimately about treating people as individuals and with the same respect and consideration you would extend to anyone else. Avoid making assumptions, offering help when it isn’t needed, or treating someone differently based solely on their disability.

For additional guidance on disability etiquette and inclusive communication, visit JAN – Disability Etiquette.
Can I ask an employee about their disability or medical condition?
Do not ask employees to disclose their diagnosis. This can infringe on the employee’s privacy rights. Supervisors should keep the conversation focused on functional limitations or restrictions as they relate to the employee’s ability to perform essential job functions. Medical information should be kept confidential and only the employee’s limitations/restrictions should be shared with individuals who have a legitimate need to know. When questions about medical information or accommodations arise, consult Disability Management Services (DMS).
What are some helpful phrases to say in the moment when an employee puts you on notice about a disability or medical condition?
Focus on the employee’s needs at work and ask how you can support them. Avoid trying to diagnose their condition or suggest medical solutions. You do not need to be an expert on their condition to help them access the appropriate support.

•    “Thank you for letting me know. How can I help?”
•    “Are there any work tasks that are difficult for you right now?”
•    “What has helped you at work in the past?”
•    “Are there any parts of your job that are harder for you right now?”
•    “I’m not sure what options are available, but I can look into it and get back to you.”
•    “I can contact Disability Management Services (DMS) to help us with this.”

If your employee requested an accommodation and you need our help, we recommend sending the employee an email like this:
  "You mentioned you have a disability that may be impacting your ability to perform your work duties so I am including Disability Management Services ([email protected]) to help us. For more information about the reasonable accommodation process, see Disability Management Services.
Can I/should I contact an employee while they're on medical leave?
Yes! It’s a good practice for managers/supervisors to stay in contact with their employees while they are on leave. This helps the employee maintain a connection to the workplace and helps managers/supervisors in future planning. It's fine to periodically check in to say hello, however, do not request that the employee perform work.

Depending on the reason for leave, it's usually fine to ask a quick question (e.g., about the status of a project or where a file might be) – if you can’t otherwise figure that out.

When unsure, consult Disability Management Services.
What if my employee requests a workplace adjustment based on a family member's serious health condition?
As the supervisor/manager/chair you may consider an employee's request for a workplace adjustment based on operational needs. Should you need to consult please contact Employee and Labor Relations for staff employees or Academic Affairs/Academic Personnel for academic employees. Disability Management Services only assists with accommodation requests related to an employee's own serious health condition or disability.
What should I say if another individual asks about an employee’s accommodation?
Information about an employee’s need for an accommodation and their limitations/must be retained as confidential information. The following language may be helpful in response to coworker curiosity:

"I understand you may be curious or have questions about why an employee may have a different workplace arrangement. I’m not able to discuss another employee’s personal circumstances. We handle these things on an individual basis and want to respect everyone’s privacy. If you have a personal circumstance or need that you’d like to discuss, I’m happy to talk with you about your individual needs."

During the interview and application process

Employers are permitted to ask certain types of questions about an applicant’s ability to perform the essential functions of a job. They are also required to provide reasonable accommodations to qualified applicants and employees with disabilities.

As such, employers may ask applicants if they can perform the essential functions of the job, with or without reasonable accommodation.

What can I ask an applicant during the interview process?
Employers may ask questions about an applicant’s qualifications, experience, and ability to perform the essential functions of the job, with or without reasonable accommodation. Hiring decisions should be based on the applicant’s skills, qualifications, and experience—not their disability.

You can ask:
•    “Can you perform the essential functions of this position, with or without reasonable accommodation?”
•    “Please tell us about your experience performing this type of work and working in this type of environment.”

You should not:
•    Ask questions about an applicant’s medical history or require them to disclose a diagnosis.
What if an applicant requests an accommodation for the interview?
Applicants may request reasonable accommodations to participate in the hiring and interview process. Examples include:

•    Accessible environment: A step-free entrance, elevator, accessible restroom, automatic doors, or an interview space that accommodates a wheelchair or other mobility device.
•    Sensory and environmental adjustments: Reduced noise or distractions, adjusted lighting, natural light, reduced or no fluorescent lighting, or a reduced-scent environment.
•    Communication and assistive technology: A sign language interpreter, captioning, assistive communication device, lapel microphone, or other technology or communication support.
•    Seating and positioning: Seating that allows the applicant to clearly see the interviewer or comfortably use an assistive device.
•    Support during the interview: A service animal or, when appropriate, an attendant, job coach, or personal support person.
•    Scheduling flexibility: Adjusting the interview time or scheduling it at a time of day that works better for the applicant’s disability-related needs.

If an applicant requests an accommodation, do not try to determine the medical details yourself. Work with the applicant to understand what is needed and contact Disability Management Services (DMS) for guidance or assistance with the request.

For any accommodations needed for interview candidates please contact DMS for guidance/assistance at [email protected].