We presume that individuals with disabilities are capable of doing business with the
Social Security Administration (SSA) without an accommodation unless they make a request.
We cannot presume that a person needs an accommodation based solely on his or her
diagnosis. When a member of the public has a disability that prevents or limits his
or her ability to participate in an agency program or activity and informs us that
he or she needs an accommodation that will enable participation in a program for which
he or she is otherwise qualified, we will make every effort to meet that need.
Individuals needing such accommodation must make a request for an accommodation. You
should ask the individual to explain how or why the requested accommodation would
enable him or her to participate in the program or activity, unless the need for the
accommodation is obvious. Usually, the person who needs the accommodation makes the
request, but we may also receive requests from friends, relatives, and representatives
of the individual with the disability. If so, we should verify with the individual
that he or she believes the accommodation would be effective. Nothing in the Rehabilitation
Act or its implementing regulations requires an individual with a disability to accept
an accommodation, aid, service, opportunity, or benefit that the individual chooses
not to accept.
Individuals may request one or more accommodations. To request an accommodation, an
individual may:
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call our National 800 Number;
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visit a local field office (FO), including a Social Security Number Card Center, or
hearing office (HO);
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call an FO or HO where they would like to receive the accommodation; or
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write to an FO or HO where they would like to receive the accommodation.
NOTE: Individuals do not have to prove a disability when requesting an accommodation. We
accept accommodations requests based on the individual’s alleged disability.
1. Standard accommodations
Upon request, FOs and HOs routinely provide standard accommodations to individuals
with disabilities who need them to conduct business with us. Standard accommodations
do not require special handling or approval by a member of management. We provide
standard accommodations in all SSA offices. Standard accommodations include:
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Certified and Qualified Sign Language Interpreter;
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Lip reading or speech reading.
Be mindful that some requests may require advance notice. When this occurs, staff
should inform the requestor of the likely delay in providing the requested accommodation.
You should not deny an individual a standard accommodation for this reason, although
the requestor may choose to select a more readily available alternative.
a. Locally available accommodations
Your office may be able to provide accommodations that other offices cannot. For example,
your local office may have a bariatric chair available for members of the public,
even though bariatric chairs are not available in every office. Examples of locally
available accommodations include:
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A Social Security employee who is a Qualified Sign Language Interpreter;
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A Social Security employee who knows American Sign Language;
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Assisted listening device, or hearing loop;
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Certified and Qualified Video Remote Sign Language Interpreter;
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Real-time court reporting; and
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Ubi Duo face-to-face communicator.
As with standard accommodations, some locally available accommodations will also need
advance notice.
b. Special notice options for blind or visually impaired individuals
Special Notice Options (SNO) for individuals who are blind or visually impaired are
considered standard accommodations. SNO options include:
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Standard print notices sent by first-class mail;
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Standard print notices sent by certified mail;
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Standard print notices sent by first-class mail with a follow-up telephone call;
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Standard print notices and Braille notices sent by first-class mail;
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Standard print notices and data compact discs that contain a Microsoft Word file sent
by first-class mail;
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Standard print notices and audio compact discs that contain a voice recording of the
notice sent by first-class mail; and
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Standard print notices and large print (18-point font) notices sent by first-class
mail.
Individuals may select only one SNO option. Requests for more than one SNO option,
or for an individual with an impairment type other than blind or visually impaired,
are considered non-standard accommodation requests, and should be referred to the
Center for Section 504 Compliance.
Individuals who are blind or visually impaired may also request notices in an alternate
format online through ssa.gov using the current internet SNO process.
NOTE: For additional information about the SNO process, refer to NL 01001.000, Special Notice Options for the Blind or Visually Impaired.
2. Non-standard accommodations for members of the public
In some instances, a qualified individual with a disability may indicate that a standard
accommodation is insufficient to provide meaningful access. If the standard accommodations
we offer do not provide the qualified individual with meaningful access, he or she
has the option to request a different, non-standard accommodation. A non-standard
accommodation is one that we do not routinely provide. Employees should consult with
management on non-standard accommodation requests.
When a standard accommodation is inadequate, we should first offer alternative service
options, such as eServices or contacting the National 800 Number. If the individual
indicates that neither our alternative service options nor our standard accommodations,
including locally available options, will be effective, you must consider their request
for a non-standard accommodation.
3. Alternative service policy
Providing meaningful access under Section 504 does not take priority over the safety
of our employees and our visitors. We are responsible for ensuring the safety of:
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the operational effectiveness of the agency.
Individuals the agency restricts from in-person service must continue to use alternative
services, such as the National 800 Number and SSA online services.
NOTE: For additional information about the alternative service policy, refer to AIMS GAM 12.08.