Accessibility isn’t just a checkbox we need to mark off in our interactions. It’s a cornerstone to providing effective human services. Effective is accepting (nonjudgmental) and create a space where people feel a sense of belonging. We hear a lot about accessibility as a buzz term these days, but what does it really mean?
Accessibility covers a wide range—it can mean language, disability, rule-setting, getting to the provider, and internet connectivity. It’s a broader term (and need) than we may initially think. The importance, of course, is that accessibility ensures that we’re creating respectful services and that no one is left behind in receiving quality care.
What Is Accessibility in Human Services?
Accessibility goes beyond the usability of physical spaces to include many different things that can present barriers to care access. These aspects might include language, technology, and transportation, and which lead to a sense of belonging and acceptance (being seen).
For guidance, we can look at the CLAS standards. CLAS standards for Culturally and Linguistically Appropriate Services are guidelines used in many health-related services. The CLAS standards are a tool we can use to make sure our actions match our principles when it comes to respect, individualization, and responsiveness.
Of course, it’s always a continuous journey, and reviewing the CLAS standards offers us a starting point and a helpful way to assess how and if we’re meeting the mark.
Why Accessibility is Critical
There are times when accessibility seems like an obvious or straightforward concept. But unless we’re highly attuned to the needs of each individual we serve, they may face unforeseen barriers and obstacles in accessing quality care; barriers we may not be aware of or tuned into.
When we focus on accessibility, we ensure that everyone we work with, regardless of their ability or background, receives a quality of service that is attuned to the person on an individual level. The baseline for any positive service relationship is safety. “Do I feel accepted for who I am, my choices, and my experiences?” Without safety, the person is likely not going to be open to sharing and we can’t do the work.
Safety is foundational for service relationships, whether its counseling, teaching, mentoring, medical, legal, or mental health services. When a person comes through the door, the environment should foster trust. The way we build that trust as providers is by ensuring a safe, judgment-free, accepting space.
The principles of Trauma-Informed Care help connect accessibility with emotional and psychological safety. By recognizing the impact of trauma (unresolved pain) on individuals in our care, these principles guide us in designing accessible spaces and services that are physically welcoming and responsive to emotional and mental well-being. A Trauma-Informed approach supports us to create safe spaces which fosters trust and connection. It allows people to engage without fear of retraumatization, being judged, and on.
At Share, we have designed Healing Focused Care or HFC training as a way to operationalize our approach to Trauma-Informed Care. HFC specifically supports the healing of trauma while respecting and honoring an individual’s unique experience, perspective, and on. The approach focuses on the innate resilience of trauma survivors, helping empower them to be in charge of their own healing and journey on to thriving!
In the HFC model, we try to stay mindful of the accessibility needs of each individual—even those needs that aren’t immediately apparent, conventional, or obvious.
Key Areas of Focus for Accessibility
So, what areas should come to mind when we consider the accessibility of our services? Are there specific factors that may be overlooked? Let’s review some of the key areas of focus for accessibility.
Language
Do we provide considerations for non-native English speakers? What about those we serve with limited literacy? It’s our primary responsibility as providers to listen, tune in, and remember that language barriers, disabilities, and neurodiversity present in many different ways. We want to use language in our pamphlets, and in conversation the person can connect with and understand.
Disabilities
What provisions do we have in place to ensure those under our treatment with disabilities are receiving the same quality of care as any non-disabled person? It’s important to realize that not all disabilities are visible or conventional. Mental health conditions, neurodiversity, physical disability, vision, and hearing impairments are just some of the considerations we should remain mindful of. Here, we want to notice, discern, and adapt our space and way of being that is attuned to this aspect of individualized care.
Gender and Healing-Focused Care
When it comes to gender, there are many considerations as well. We must create a space where survivors of domestic violence and gender-related trauma feel safe. For example, if a woman has experienced domestic violence from a man and they are needing AODA treatment, do they have access to a woman’s AODA or 12-step group where they may feel safer?
Rural and Technological Challenges
One area that’s often overlooked in accessibility is technology and proximity. These can present significant obstacles to access, including transportation, internet access, telehealth limitations, and more. Serving folks in rural areas, for example, may require us to think about transportation, time, and access to the internet for telehealth.
There are several practical steps we can take to ensure that we’re providing accessibility to all those in our care, starting with assessing the physical space where we meet. Do we have wheelchair-accessible doors? Do we include reverent posters and images in the office? Is our space designed to be comfortable and welcoming for diverse demographics? For example, if serving adolescents, let’s ensure we have magazines that are not Home & Garden:)!
Another critical step is to review all our documents through a lens of Trauma-Informed Care. Does the tone convey acceptance? Are we avoiding any language that might suggest an air of judgment or again, does not connect with the person? Do we offer materials in multiple languages and alternative forms for those facing language barriers? Braille?
Finally, are we sure that our providers are receiving the training so they can build skills in Healing-Focused Care? For example, do they have strong active and reflective listening skills, and can they recognize “invisible” disabilities? Do we offer tools like Trauma-Informed Care checklists to help them self-assess their practices?
Accessibility isn’t just physical; it’s relational. That’s where Motivational Interviewing, or a similar person-centered approach, comes in. All providers should themselves feel as well as convey that vibe of safety and acceptance through expressions of Compassion, Acceptance, and Partnership. It needs to be embedded into our team culture. Do our service teams also feel they have access to needed resources? Are their own needs addressed? Do we offer wellness training and support to avoid vicarious traumatization?
Accessibility is the foundation of effective, respectful human services, and like many of our practices, it’s not just a one-and-done concept. We must adopt a mindset of continuous improvement, leveraging the resources at our disposal, like the CLAS standards and Healing-Focused Care models.
If you or your team would like to explore more approaches to accessibility and Healing-Focused Care, please reach out. We’re happy to share resources and assist you on your journey towards providing respectful, accessible care for all.