Keep Talking: Get Creative and Collaborative in the ADA Interactive Process

By Alicia Heine, CRC, CCM, ADA Program Consultant, The Hartford; John Robinson, CPCU, VBS, Assistant Director, Absence Solutions, The Hartford

It takes a meeting of open minds to come up with a reasonable accommodation under the Americans with Disabilities Act (ADA), and an interactive conversation is the key to getting there.

The interactive process, which is often an informal face-to-face meeting, helps employers and employees identify limitations and potential solutions, and it can be initiated by either party. While the employee can ask for help, it’s also up to the employer to offer help when someone notices that an employee is having difficulties.

For example, an employer might see someone straining to hear phone conversations, even if the volume is set at maximum. The employer could suggest a different headset or other amplification.

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