Accessible Mainstreet

Tipsheet

WHAT YOU NEED TO KNOW ABOUT CUSTOMERS WHO ARE DEAF-BLIND

Everyone is different in some way. Each of us has a different way of doing things and there are some things we can’t do without some help from people, or from machines and products that are easy to use.

A deaf-blind person cannot see or hear to some extent. This results in greater difficulties in accessing information and managing daily activities. Most people who are deaf-blind will be accompanied by an intervenor, a professional who helps with communicating.

Intervenors are trained in special sign language that involves touching the hands of the client in a two-hand, manual alphabet or finger spelling, and may guide and interpret for their client.

Here are some tips on serving customers who are deaf-blind:

• Don’t assume what a person can or cannot do. Some deaf-blind people have some sight or hearing, while others have neither.
• Don’t refer to the disability, and never use phrases like “handicapped”.
• A deaf-blind customer is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them.
• Speak directly to your customer as you normally would, not to the intervenor.
• Identify yourself to the intervenor when you approach your customer who is deaf-blind.
• Don’t touch service animals – they are working and have to pay attention at all times.
• Never touch a deaf-blind person suddenly or without permission unless it’s an emergency.
• Every business should have emergency procedures for customers with disabilities. Make sure you know what they are.
  

Based on: “May I Help You?” – Welcoming Customers with Disabilities” Resource Package, Accessibility Directorate of Ontario, Ministry of Community and Social Services, 2005