Bridges, Not Barriers: Everybody In!
by Suzanne Mark
Owner - MARK of Excellence
MARK of Excellence
Who would have thought a one armed man, John Wesley Powell, could rage the dangerous Colorado River through Grand Canyon becoming one of America's greatest explorers?
Who would have thought that a TV detective/lawyer in a wheelchair and a conversion van named Ironside - Raymond Burr - Perry Mason could solve murders for over 30 years all over the country?
Who would have thought that the longest serving U.S. President who traveled worldwide would be paralyzed from the waist down?
And wasn't there a golfer on the Pro tour a few years ago who won the right to use a golf cart? Who would have thought!!
These classic American heroes
all have one thing in common - the need for mobility and access. What a coincidence that those same needs are shared by all visitors to our resorts.
While we frequently think of the terms ADA, handicapped and accessibility as referring to someone in a wheelchair, it can have much farther reaching applications. We can't overlook the fact that the average age of guests is almost 50 AND that 50% of Americans over age 50 have some form of disability - be it limited vision, knee, back, leg or foot ailments, hearing impairments, etc., etc.
Furthermore, especially in the timeshare venue, much of the clientele have bought into our programs to enjoy them well into their retirement. In fact, many folks deliberately bank their weeks for their retirement years. These are the very same folks who will have the knee, back, vision and hearing impairments as they continue to utilize our services and facilities.
Also in that same visitor profile are folks with dietary needs. Both diabetes and heart disease as well as other ailments require strict diets. While eating on vacation is a major attraction, we have to be sensitive to those who still can't 'splurge' and go hog wild. So it is not only the occasional wheelchair, it's a much larger constituency.
To address the issues and concerns of making resorts accessible is extremely current and relevant. The Regulatory Negotiation Committee on Accessibility Guidelines for Outdoor Developed Areas has completed their report and has published their new guidelines (see insertion).
These guidelines extensively cover most of our resort amenities including boating, fishing piers and platforms, golf, miniature golf, play areas, fitness and exercise as well as swimming pools and spas.
Detailed information may be obtained through the ADA Access Board of the U.S. Department of Justice,www.access-board.gov" target="_blank">http://www.access-board.gov">www.access-board.gov or 800-872-2353. Furthermore, every state has a similar Access Board who are there to help businesses be in compliance with the law, and it is the law. In the early years the enforcement of ADA was lenient, giving businesses leeway to come into compliance. Today, there are vigilantes that are seriously looking for non-compliance. The prudent resort operator needs to realize not only is compliance good business, but it's THE LAW.
There are some real practical solutions to including everyone into our resorts. Not all take huge amounts of money, but rather a sincere desire to offer extraordinary customer services. We need to be building bridges, not barriers.
Here are a just few ideas:
- Include on brochures and printed materials- "Do you have special needs?"
- Have reservationists ask if folks have special needs.
- If your registration area is not readily accessible, have a voice-activated walkie talkie posted along the incoming resort access road to alert registration to meet the visitor outside or post appropriate directions on how to access the building with signage or instructions. (Mount the walkie talkie high enough so that a handicapped driver can easily access it from their drivers seat. Many handicapped individuals drive vans that may have a higher seat than standard cars)
- Keep accurate records - especially financial records - on everything you do to make your resort accessible. There may be tax deductions you can use.
- Be aware of the dietary needs of your customers - it may actually be eating healthier too! (i.e., offering caffeine free beverages, sugar substitutes including fountain drinks, and low fat alternatives on your restaurant menus. Diabetes and heart disease are considered handicaps and the ensuing dietary needs are critical.)
- Modify your rules and regulations to accommodate special needs. For example, service animals should be allowed at any resort facility, including restaurants, regardless of your property's pet policy. Make sure that all employees are aware of these special accommodations. (Note: Guide and service animals can be any animal that the individual says is an assistance animal. The law is very open ended about this. There may be individuals who need service animals due to anxiety and they would be entitled to have a service animal.)
- Accept other forms of identification other than just a driver's license. Many handicapped individuals may not have a driver's license, although most states offer picture ID's through their state motor vehicles agency.
- Designate and sign handicapped parking spaces near ALL public buildings and facilities.
- Furnish auxiliary aids when necessary to ensure effective communication - TT & TTD, readers, signer, etc.
- Cutting off the end or part of a bench to allow for wheelchair access at a picnic table allows access.
- If you provide grills or campfire pits, consider elevating them.
- Sign accessible entrances and, where possible, have push button controls for door openings. Prepare a map of your facility with handicapped designations.
- Have large print copies of publicity materials including maps, calendars, rules & regulations or items used in recreation. It's easy to change the font size on any computer.
- Rearrange store aisles and furniture etc. for ease of maneuverability and reaching ability.
- Review risk management, emergency evacuation and crisis management plans with accessibility in mind.
- Walk your park and check for curb cuts, ramping (1:20), level surfacing and edging of ramps.
- Widen all doorways to 32 inches: turning radius of 60 inches.
- Install door bells on public buildings to alert staff for assistance.
- Lower counters or a portion of a counter in store or refreshment areas for wheelchair users.
- Install shower hose sprayers in bathrooms.
- Replace high pile carpet with low pile in public areas and in rental units.
- Lower sinks, towel racks, clothes hooks, soap dispensers, fire alarms, light switches and public telephones.
- Provide audio cassette of rules and regulations, and also activity rules and guidelines.
- Install visual alarm systems.
- Add paper cups at water fountains.
- Get a good P.A. system for use in recreation programs for the hearing impaired.
- Use a flip chart to write out Bingo numbers or special instructions at recreation amenities.
- Install levers rather than knobs on doors and water faucets.
- Provide someone for table service for buffet or counter service food areas.
- Change the location of a recreation activity to an accessible area if necessary.
- Think in terms of sensations of recreation activities - i.e. swinging, etc. and substitute programs when another activity would be inclusive of all in the group.
- Raise the height of a sand box for ease in transfer from a wheelchair.
- Restructure jobs to allow for hiring of the disabled.
- Train staff in hospitality and sensitivity to disabilities - including social and architectural needs of individuals.
- Be aware of and publicize accessible programs & facilities. It's good business and it shows you care.
- Give yourself a pat on the back; do your P.R. homework and include accessibility on all printed materials AND your website. Perception is as important as actuality.
So let's get everyone into the great resort family.
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