Disability Deep Dive for Service Professionals

Understanding and Avoiding Disability Discrimination Complaints

Discrimination complaints based on disability make up more than half of all reported fair housing complaints. The root cause of these complaints often lies in ignorance of the law, resentment, or the mistaken belief that one knows better than the Department of Housing and Urban Development (HUD) and the Department of Justice (DOJ). Service professionals, who frequently interact with customers, are commonly confronted with situations, questions, and conversations beyond their area of expertise. This can lead to misunderstandings, confusion, and even fair housing complaints.

In many communities, service team members are not responsible for deciding what is reasonable, which requests to approve or deny, or how to conduct an interactive process session. Nevertheless, it is crucial for all service team members to be trained in the basics of fair housing. They need to understand why certain requests, which might seem like special treatment, are actually reasonable accommodations or modifications. Moreover, they should know how to handle common questions from customers about other residents and their animals, parking spaces, and other "special privileges."

Additionally, team members must be aware of how easily they can inadvertently violate a resident's privacy or provide enough information for someone to "game the system" in gaining unfair advantages, such as turning a pet into an assistive animal or securing a reserved parking space.

Webinar Objectives

• Review overall fair housing protections afforded to people with a disability.
• Review the definitions and practical application of the elements of fair housing compliance for persons with a disability.
• Learn the best practices regarding intake, analysis and disposition of requests for accommodations and modifications.
• Clarify the application of the “reasonable” standard for a better understanding of which requests for accommodation and modifications are approved.
• Learn what questions you may answer and what to say, and which you should not answer and how to refer people to the appropriate person.

Webinar Highlights

• Protections for disabled persons
• Workflow for intake, analysis, and disposition of requests
• Accommodations and modifications
• What is reasonable?
• What is a reasonable alternative?
• Appropriate questions
• Summary of best practices
   

Who Should Attend

Regional/Area Managers, Community Managers, Service Managers/Supervisors, Service Technicians, Training and HR Professionals.