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Providing services to customers with disabilities or medical conditions 008-01030000

This document outlines what to consider when helping customers with disability or medical condition.

Types of disabilities or medical conditions

Step	Action
1	Types of Disabilities or Medical Conditions Customers with: Musculoskeletal conditions, go to Step 2 Mental health conditions, go to Step 3 Intellectual development and neurodevelopmental disorders, go to Step 4 HIV/AIDS, go to Step 5 Neurological conditions including acquired brain impairment, go to Step 6 Sensory disabilities including vision loss, go to Step 7 Hearing impairments or speech disability, go to Step 8 Childhood disabilities, go to Step 9 Common medical conditions and ailments including for aged customers, go to Step 10
2	Musculoskeletal conditions Service Officers need to be aware of the customer’s disability and the limitations that may impact the way Service Officers help the customer. For information about musculoskeletal conditions, see Table 1 Customers with disabilities or medical conditions. Quality Customer Service Providing a quality service for these customers can include: advising the customer to feel free to sit, stand and or move about if they are in discomfort offering to write down key information and/or appointment times if they are experiencing difficulty concentrating promoting nominees where appropriate considering liaising with the hospital social worker if the customer is in hospital
3	Mental health conditions A person considered to have a mental health condition when their thoughts, behaviour and feelings cause acute stress to themselves or others and interfere with their social or occupational functioning. For information about mental health conditions, see Table 2 Customers with disabilities or medical conditions. Quality Customer Service Providing a quality service for these customers can include: being patient, respectful and courteous taking into account their individual circumstances not talking down to a person with mental health conditions. using a calm, normal tone of voice and avoid using jargon giving the person time to respond asking specific questions, redirect the conversation if the person wanders off the topic making it clear what the customer needs to do by providing accurate and consistent information ensuring the customer or their nominee understands what is expected or involved allowing time for the customer to mentally process information and for them to respond promoting nominees where appropriate
4	Intellectual Developmental Disorder (Intellectual Disability) and other Neurodevelopmental Disorders A person with an intellectual impairment or neurodevelopmental disorder may have difficulty in understanding, comprehension and communication skills. For information about intellectual development and neurodevelopmental disorders, see Table 3 Customers with disabilities or medical conditions. Quality Customer Service Do not talk down to a person with an intellectual disability. The same amount of respect is to be displayed as when talking to anyone. Use a normal tone of voice and avoid using jargon. It is a good idea to use short, straightforward sentences. Often a person with an intellectual disability is accompanied by a nominee or support person. Speak directly to the person and not to their nominee/ support person. The person needs to be acknowledged as any other person would be. If they are unable to comprehend or communicate, the nominee/ support person will advise the Service Officer. Providing a quality service for these customers can include: being patient, respectful and courteous using a calm tone of voice and avoid using jargon ensuring the customer understands what is expected or involved recording appointment times or tasks so they are not forgotten using plain English to facilitate understanding interpreting written material which may be complex and summarising key point for the customer assistance with completing forms promoting nominees where appropriate
5	HIV/AIDS Human Immunodeficiency Virus (HIV) is a virus which harms the immune system by destroying the white blood cells that fight infection. Acquired Immune Deficiency Syndrome (AIDS) occurs when the immune system has been permanently damaged by HIV and is no longer effective at protecting the body. For information about HIV/AIDS, see Table 4 Customers with disabilities or medical conditions. Quality Customer Service The Service Officer should relate to the person with HIV/AIDS as they would any other person. Do not show reluctance to handle the person’s papers. Recognise that the person may be dealing with a lot of personal and social issues, and endeavour to make interactions with Services Australia as positive and painless as possible. Provide information about appointing a nominee or authorised person, if appropriate. Be sensitive to any privacy concerns. Respect the privacy and confidentiality of the information they are handling. The HIV status must not be disclosed to employers, Employment Service Providers or anyone else. Sensitive medical conditions such as HIV/AIDS should not be recorded on a DOC.
6	Neurological conditions including Acquired brain impairment Neurological conditions affect the brain, spinal cord, and the nerves that connect them. There are more than 600 diseases of the nervous system. An Acquired Brain Impairment (ABI) is an injury to the brain that has occurred sometimes after birth. Other terms that can be used for brain impairments include acquired cerebral insult. For information about neurological conditions, see Table 5 Customers with disabilities or medical conditions. Quality Customer Service Providing a quality service for these customers can include: being patient, respectful and courteous clarify what the person is saying by using simple and direct language giving the person time to respond asking specific questions, redirect the conversation if the person wanders off the topic summarising the key points verbally and provide it in writing to ensure the customer has understood what has been said conveying information that is simple and concise, avoiding jargon and complex words talk to nominees to avoid misinterpretation (if required) using visual or written resources where appropriate allowing time for the customer to mentally process information and for them to respond only ask one question at a time and allow them to respond before proceeding to asking the next question providing the customer with information about nominees
7	Sensory disabilities including vision loss Blindness is the loss of normal or correct vision. A person may be classified as legally blind but may have some residual or remaining vision (low vision). The type and extent of the visual loss will determine the amount of residual vision. For information about sensory disabilities, see Table 6 Customers with disabilities or medical conditions. Quality Customer Service Providing a quality service for these customers can include: tell the customer who they are and let them know when entering or leaving their presence not give visual hand signals in the place of words when providing instructions or directions ensure they face the customer and speak in a clear, normal voice describe seating to the customer, such as whether the chair has arms and a back not leave them sitting or standing on their own without explaining what is happening verbalise thoughts and feelings that would usually be sent through non-verbal mannerisms and cues ask them if they need help or further explanation of a task not assume they need help or help them without telling them what is about to happen talk to them about the surrounding environment and what movements are required to get from point A to B It is recommended service officers initially offer the back of their hand, if guiding the customer, and indicate the location and position of their body. Most people who have low vision or are blind are taught to grip the arm above the elbow, or may feel more comfortable holding the shoulder instead; If the Service Officer is uncomfortable with where the person is gripping them, they should let them know so they are able to select a more appropriate/comfortable location inform the customer of any obstacles such as a narrow doorways or blockages and provide specific details of how to get around this offer to help them leave the office Customer contacts for assistance with forms or letters A customer with a disability or medical condition affecting their vision can request to have their letters converted to large font, floppy disk or Braille. Customers may also be contacted by phone if a letter has information that is considered urgent, important or will affect payment. Customers interested in this service should be advised that an administrative requirement of the process is that a customer must agree to have the 'Accessible Letters Manager, P.O. Box 7833 Canberra BC ACT 2610' recorded as their postal address. This arrangement enables relevant letters to be identified. See Accessible letters for customers with vision loss for information on the process to add the Accessible Letters Manager mailing address to the customer’s record. Helping persons with a sensory disability to complete or sign forms If a person is incapable of completing forms due to their disability and does not have a nominee or another person who is able to help them, a Service Officer can complete the form on their behalf. If a person contacts by phone and requests help to complete a form, they should be directed to their local service centre. If their disability allows, ask the person to provide an acceptable form of identification. Alternatively, ask them to provide personal information (e.g. contact details, date of birth) and compare the information given with the information held on their record to confirm their identity. Note: record on the form that the person is unable to complete the form and briefly explain why.
8	Hearing impairments or speech disability Hearing loss can be complete or partial. The age of the person at the onset of hearing loss can also affect the person’s ability to hear and speak. Speech disability can develop in adults gradually, but they can also develop suddenly, such as in the case of stroke or medical procedure. Disorders can include the loss of ability to express or understand language, problems making certain sounds or words (for example, slurring) and changes to the rhythm or speed of speech. For information about acquired brain impairment, see Table 7 Customers with disabilities or medical conditions. Quality Customer Service When speaking to a person with hearing loss or speech disability: get the person’s attention before starting a conversation make sure the person can see your face without any obstructions. For example, do not cover your mouth while speaking. Many people use lip reading to help understand what is being said reduce any background noise or try to find a quieter place to have a conversation do not shout or speak loudly to the person unless requested, as this can be confusing and uncomfortable for a person wearing a hearing aid speak clearly and slowly but do not exaggerate mouth movements use natural gestures and facial expression to enhance the meaning of the discussion and to keep the listener interested look directly at the person. This is so the person is able to lip-read. Do not move around whilst talking to a person who is trying to lip-read use short and straightforward sentences and repeat or rephrase sentences if the person misunderstands. If words need to be used that a person may not understand, write them down and explain to the person what it means When listening to a person who is deaf or has a hearing loss or speech disability: encourage the speaker to use their preferred method of communication listen carefully to what the speaker says/signs pay attention to the speaker’s facial expressions and gestures to gain extra information about what is being conveyed ask for information to be repeated if it is not understood and always encourage the speaker to continue the conversation even if it is difficult to understand each other always double check information to make sure the message is understood Writing information for a person who is deaf or has a hearing loss or speech disability is extremely useful but remember: the most important information needs to be written first and only introduce one idea at a time write ideas down as they are discussed or as they occur write details about time, place and person at the beginning of a sentence wherever possible and do not use unnecessary words only use words that are common and understood by most people and always break long sentences into short and concise sentences if jargon or a technical term is required, explain the words and make sure that they are understood
9	Childhood disabilities Children can be affected by many different medical conditions or disabilities. For information about acquired brain impairment, see Table 8 Customers with disabilities or medical conditions. Quality Customer Service As child disability can be an emotive issue, it is important to be sensitive when dealing with parents, who may experience a range of emotions, including: shock, especially where the diagnosis is recent grief, especially when a baby is born with a disability fear stress fatigue guilt denial When interviewing parents of a child with a disability, be mindful of: remaining non-judgemental relying on facts acknowledging personal feelings in an appropriate way seeking information from appropriate sources If there is a need to book an appointment, make sure it is at an appropriate time, taking into account the caring role the parent needs to maintain. A social worker interview may also be beneficial.
10	Common medical conditions and ailments including for aged customers Common medical conditions can be categorised into physical disabilities, cognitive impairments and illnesses. Many medical conditions or disabilities can be more common in aged customers. For information about acquired brain impairment, see Table 9 Customers with disabilities or medical conditions. Quality Customer Service It is important to be sensitive when dealing with aged customers or their carers when they are providing information about their medical conditions. When speaking to a customer: Be patient, respectful and courteous Seek permission before calling the customer by their first name Listen fully to what the person is saying before speaking Do not interrupt, explain information clearly and respectfully Read and offer to complete forms for the customer Reduce the customer’s waiting time as much as possible Ensure that comfortable, yet functional, seating is available Provide private interview facilities if requested