Policy

Multnomah County Library provides reasonable accommodations for physical access, communications, or other needs to ensure services, activities and programs are available to people with disabilities, which may include a person that needs an accommodation related to a past disability. Accommodations may include variation from the normal library rules. To make a request for a reasonable accommodation, a patron may contact any library staff member.

Rationale

The Americans with Disabilities Act requires public agencies to make reasonable accommodations to allow people with disabilities, which can include people with a past disability, to use public services.

Application

When a patron asks for an accommodation to be able to use library services, follow this process:

1. Determine what service the patron is trying to use and what accommodation the patron is requesting to be able to use the service. The more we understand about the patron’s need, the easier it will be to determine how we can accommodate that request. Do not ask what the patron’s disability is or ask for medical certification of the disability.
2. Consult the library commons page on services provided for people with disabilities for information on some of the accommodations we can offer. You can also refer the patron to multcolib.org/accessibility (a link to the Reasonable Accommodation Request form is located at the top of this page).
   
   Use these resources to determine what you can do in the moment to assist the patron. If you are able to do so using the resources on the Services provided for people with disabilities or the Accommodation user profiles in Symphony pages, offer the requested accommodation.
    
3. If the patron is asking for an exception to the library rules as an accommodation, consult the PIC. If the request is for a one-time exception to library rules, the PIC should address the request in the moment and no Reasonable Accommodation Request form is needed. If the request is for an ongoing exception to library rules, PICs should allow such accommodations on an interim basis until the submitted request can be reviewed as long as:
   • The accommodation does not seem likely to result in physical harm.
   • The accommodation does not involve threatening behavior.
   • The accommodation does not otherwise seem likely to significantly disrupt  library operations.
4. Submit the Reasonable Accommodation Request form when:
   • The requested accommodation is not something the library already provides on the Services provided for patrons with disabilities  or the Accommodation user profiles in Symphony pages (see below for requests for American Sign Language interpreters) OR
      
   • The requested accommodation is for an ongoing exception to library rules.
     
     Either the PIC will help the patron fill out the Reasonable Accommodation Request form or provide the patron with information about how to make the request on their own. This form will go to the Policy Coordinator Librarian for a response. The Policy Coordinator Librarian may consult with the patron to determine how best to meet their needs. They may also consult with the Disability Accommodation Group, location managers and legal counsel to address accommodation requests.

5. In cases where it will be helpful, especially when an exception to library rules is granted, a letter of accommodation will be given to the patron for their reference and to confirm the accommodation to be provided. The letter will include a description of the accommodations, what the patron can expect when using library services and whether it is specific to one location or should be honored at all library locations. We recommend that the patron carry a copy of the letter for reference, but they are not required to have their accommodation letter with them when they access library services and the accommodation will be honored even if a patron does not have their letter with them. 

   To protect the confidentiality of the patron, the accommodation letter will not be accessible to all staff, but the Policy Coordinator Librarian will  share the accommodation letter with library staff that the Policy Coordinator Librarian determines need to know to be able to provide the accommodation. (e.g. location manager, program or event host). Only EMT PICs and staff responsible for preparing accommodation letters are able to access and share the accommodation letters as needed to be able to provide the accommodation. Location managers may also share the letters with location staff as needed to provide the accommodation. If more information is needed about an accommodation, check with the location manager or EMT PIC or contact Jennifer Keyser at jenniferk@multco.us

6. If the patron is unhappy with the library’s response to their accommodation request, have them submit a complaint through the county’s ADA complaint process.

For more on the accommodation process see the FAQ for Reasonable accommodations for patrons with disabilities.

Sign Language Interpreters for Programs or Events

Requests for sign language interpretation for a library program or event may go directly to Contact Center staff via the contact page or by email at contactcenter@multco.us or be submitted through the Reasonable Accommodation Request form. Contact Center staff should fill out the Request for Reasonable Accommodation form as documentation and make the arrangements to book the sign language interpreter. 

For patrons who use American Sign Language, virtual interpretation services are available at select locations. For more information, see the Virtual Remote Interpretation (VRI) for sign language page.

Requests for Non-Library Services and Resources

Sometimes a patron with a disability may be requesting access to a resource or service outside the library, which would not be considered an accommodation because it is not a request to modify library services. In those instances see the Disability Accommodations Group page on the library commons or contact DAG for further guidance.  If you are uncertain whether a patron is requesting a reasonable accommodation or assistance with a resource or service outside the library, discuss the request with the PIC or location manager.

In addition the Multnomah County Office of Diversity and Equity (503.988.3399) offers assistance to people with disabilities