3 Accessibility Topics for Public Service Points
LEARN
This chapter will address specific accessibility issues that may come up for you at public service points. We will cover the following topics:
- Service animals
- Mobility devices
- Accommodation requests
Service Animals
“You do not need to approach a person with an animal unless the animal is misbehaving or there are complaints from other users about the animal’s presence.” (UW Libraries Staffweb)
Service Animals vs. Therapy Animals
Service animals are allowed in the UW Libraries. Service animals can be “any dog or miniature horse that is individually trained to perform tasks for an individual with a disability, including physical, sensory, mental, psychological, intellectual, or other mental disabilities.” (Disability Services Office). Service animals may or may not have outward designations (vests, paperwork, collars, etc). Please note that service animals are working, so do not approach service animals to pet them or interact with them. Remember that the library user needs the service animals as an accessibility tool, and they are just trying to live their lives. Having said that, if the library user invites you to talk about their service animal/interact with them, you can do so based on your own comfort level.
Therapy animals (or emotional support animals, comfort animals, or passive support animals) are not considered service animals. Library users with these animals may have accommodations from the DSO. If there are further questions, ask your supervisor!
Approaching Patrons with Service or Therapy Animals in the Libraries
If you must approach a library user with a service or therapy animal, check in with your supervisor first! They might have more information on the situation and guidance.
For context: there are only two questions that may be asked about a service animal:
- “Is this a service animal required because of a disability?”
- “What tasks has this animal been trained to perform?”
If a patron answers “yes” to the first question, you usually will not need to ask the 2nd question. Do not ask any other questions about a service animal other than the two mentioned. Examples of questions you should not ask:
- Any verification of training
- Documentation of disability
- Demonstration of trained tasks
Service Animals – Questions & Answers
- What do we do if a service animal is causing a disruption?
- Check in with your supervisor or a lead! If no supervisor is available and you must approach the library user with a service animal, you may ask them the two allowed questions:
- “Is this a service animal required because of a disability?”
- If the patron answers “no” to this first question, let the patron know that while service animals are allowed in the building, other companion animals must remain outside of the building.
- If the patron says “yes” to this first question and the animal is under control, thank them and leave.
- If the patron says “yes” to this first question but the