11 minute read
EVERYONE’S INVITED INCLUDING PEOPLE WITH DISABILITIES
WITH LAURA GRUNFELD
A GOOD MEDICAL POLICY LEADS TO BETTER ACCESSIBILITY & HAPPIER PATRONS
Not only was this atrocious customer service but the Americans with Disabilities Act prohibits unnecessary inquiries into the existence of a disability. Security did not need to know about his condition. They only needed to confirm that the prescriptions for the medications were in this man’s name. It was a simple matter of checking his identification.
I have known other cases of poorly trained security and gate staff confiscating medication, removing necessary medical equipment and supplies, and asking inappropriate medical questions. You can prevent such encounters from happening by taking the following two steps:
Develop and deliver a thorough training for your security team and other gate staff.
Develop clear medical policies for your patrons and post them on your website.
Security teams at festivals are charged with protecting attendees from illicit drugs, weapons, and other dangerous things. At the same time, they are expected to provide excellent customer service, all under stressful conditions. It is not an easy job, and they are hampered by the temporary nature of these events where staff do not always have a lot of experience or training. It is worth investing the time and resources to provide proper training. The results are more confident and amiable staff, happier and better served patrons, and it may help avoid a nasty lawsuit.
1. TRAINING FOR SECURITY & GATE STAFF
Patrons with disabilities are not exempt from the security search and the same search procedures apply to them. However, there should be an understanding that they may need to bring additional items to make it possible to attend the event. They may be especially sensitive to touch, or they may experience greater anxiety at going through the search. Many people with disabilities have non-apparent disabilities such as chronic pain, epilepsy, diabetes, hearing loss, autism, post-traumatic stress disorder, and so many other conditions. For these reasons it is best to post experienced, calm, and compassionate staff in these positions.
People with certain medical conditions, food allergies or food sensitivities, may need to bring in their own food, even if the event has a “no outside food” policy. Some events will only allow food and beverages that are in factory sealed containers. You will have to allow for some exceptions to this rule.
The Search
As always, ask permission and explain what you will do before doing it.
Do not ask about the patron’s medical condition.
Mobility equipment like a wheelchair, scooter, crutches, etc., is considered an extension of the body and is not to be touched without permission.
Before searching a bag, ask if there is anything fragile or dangerous or anything else they want to tell you about.
If the patron is concerned, call for the supervisor.
Do not remove necessary medication or medical equipment.
Some patrons may be carrying items of a private nature that they do not want displayed for everyone to see. Sanitary or toileting supplies, medications, or syringes, are examples.
Security should be careful that the stick they use to search bags does not damage medical equipment or other fragile items.
Allow patrons to select the use of a wand or a pat down rather than moving through the portal.
Allow the patron to request a same-gender private screening. If this is provided, a second staff person must be present, and the patron’s companion may also be present.
Patrons with disabilities may have permission to bring otherwise banned items to assist them while attending the event. This may include chairs, foods & beverages, coolers, umbrellas, particular medical devices, unusual but approved mobility devices, etc. Most of these items will be pre-approved and are on the Permissions Sheet provided by the Access Team. However, use common sense and make allowances for people who did not know they needed permission or who had a recent injury or flare up of a condition.
Medications:
• All medication must be in a prescription bottle with the patron’s name printed on the label.
• The patron may only bring the amount of medication needed while on site.
• Prescriptions must be current, not expired, and the person needs to present a photo ID.
• They may not mix different types of meds in one bottle.
• Syringes are only allowed with accompanying prescription medication.
• If there is a concern about the medication, call over a member of the Medical Team who can identify the medications and confirm that they match the label (or not).
Moms who are nursing and/or pumping may use the Access Lane and have permission to bring their coolers and pumping gear.
If a deaf patron is involved in a security or medical incident, the event must provide effective communication. This may be a sign language interpreter, paper and pen, texting, or other accommodation. Ask the patron what works best for them and provide the accommodation as quickly as possible.
Medical Equipment
Some people wear an insulin pump or other medical device on their body. This must not be removed or damaged in any way. Nor should the person be required to show the device in public.
Patrons with implanted or body-worn medical devices may need to avoid walking through a security portal, or close to an RFID scanner, as electromagnetic interference can affect the proper functioning of the device. A 2019 letter from the U.S. Food and Drug Administration to the Federal Communications Commission on radiofrequency exposure stated that “Several types of active medical devices (e.g., implantable cardiac pacemakers, implantable deep brain stimulators (DBS), spinal cord stimulators, implantable drug infusion pumps, and body worn insulin pumps) are known to be susceptible to electromagnetic interference (EMI) due to low frequency sources such as metal detectors, electronic anti-theft systems, and radio frequency identification (RFID) systems.”
Offer to use a handheld wand or to do a pat down instead. Keep the wand at least 6” away from the device and do not linger over that area. If scanning RFID bracelets, the patron should hold their arm away from their body or put the bracelet on their ankle. Keep the wand away from the medical device.
Mobility Devices
Only those who have mobility disabilities may use mobility devices. Manual and motorized wheelchairs, 3 or 4-wheeled mobility scooters, crutches, canes, cane chairs, walkers, knee scooters, and other typical mobility devices are allowed. Atypical devices should be pre-approved and be on the Permissions List.
Call an Access Team member to evaluate any other unusual mobility devices before turning anyone away. Devices such as golf carts, ATVs, 2-wheeled scooters, that are too fast, large, or heavy are not allowed in the crowd.
Access Lane Set Up
To facilitate a smoother experience, ask patrons with disabilities to enter via the “Access Lane,” reserved for them and identified with a sign that has a wheelchair symbol. This lane is often shared with the VIPs or other smaller groups of attendees or staff. The lines and waiting time are shorter and the gate staff are specially trained in the needs of patrons with disabilities.
The Access Manager will have compiled a list of patrons who have special permission to bring in certain items. Give a copy of the list to the person who is handling the screening. The list should state the name and accommodation but not the medical condition, e.g. “Maria Garcia, permission to bring cooler, outside food & beverages,” with no mention of her food allergies.
Some events like to station a member of the Accessibility Team at this entrance. This is a good idea, but they must partner with a member of the Security Team. The Accessibility Team screens for special permissions and the Security Team handles the search. Allow the patron with the disability to bring all their companions with them through this lane so that they are not separated.
2. POLICIES FOR PATRONS
Revise the policies as they apply to your event. The Access, Security, and Medical teams will want to confer on the final version of your medical policy statement. Post the policies on your Accessibility Information webpage.
The Search
Patrons with disabilities will be searched as are patrons without disabilities. Be prepared for a Security Team member to go through your bags. To control for weapons or other dangerous items you may walk through a metal detector or opt for a handheld detector or a pat down. You may request a private screening.
Medications must be in prescription packaging with prescription labeling.
Your state-issued photo I.D. must match the name on the label.
The meds must be current, not expired.
Medications may not be mixed in one bottle but must remain in separate containers as the pharmacist issued them. Ask the pharmacist for travel-sized containers.
Bring no more than the amount of medication needed for your individual use for the duration of the event.
Syringes are only allowed with accompanying prescription medication.
If your medication must be kept cool, you may either use the refrigerator in the Medical Tent or bring a small soft-sided cooler to store your items. Dump your ice safely to the side before entering the security checkpoint. Once you have entered the event you may stop by the Access Center for more ice at no charge.
Food & Beverage Policies
If you have a medical condition, food allergy or sensitivity that necessitates that you bring your own food or beverages, please comply with the following or write to let us know what additional accommodation you need.
Bring only the amount of food and beverage that one person needs.
Bring factory sealed food and beverages. If this is not possible, write to ask for an additional accommodation.
You may bring a small, soft-sided cooler with non-glass containers to store your items. Dump your ice safely to the side before entering the security checkpoint. Once you have entered the event you may stop by the Access Center for more ice at no charge.
Vendors at this event have (fill in the blank, e.g. gluten free, peanut free, vegetarian, vegan, etc.) foods. Here is a link to a full list of vendors and their food offerings.
Medical Policies
Dispose of medical waste and sharps in proper medical waste containers. You will find these containers (insert location).
Patrons who find it necessary to leave the site for medical purposes such as to pick up supplies or perform medical procedures, will need to (insert the system for leaving and re-entering the event).
Powered medical devices may be recharged at the Access Center, on the reserved viewing platforms or…. (describe where outlets for recharging are located).
Patrons who overheat easily may find relief by visiting the following cool locations: (insert list of air-conditioned tents, misting stations, shaded areas, and the like).
People who need accommodations that don’t fit within the rules may write (email address) to make their request.
Pacemakers & Other Implanted or Body Worn Medical Equipment
Review the manufacturer’s instructions regarding your device and its susceptibility to electromagnetic interference (EMI). Notify staff at the gate if you need an alternative screening procedure and do not want to walk through the metal detection portal or close to the RFID reader. You may request a pat down or use of a handheld wand. Advise staff not to hold the wand close to or linger over the device. You may place your RFID bracelet on your wrist or your ankle if you prefer that the reader be kept at a greater distance from your medical device. It is best to enter via the Access Lane.
Mobility Devices
Only those who have mobility disabilities may use mobility devices.
Manual and motorized wheelchairs, 3 or 4-wheeled mobility scooters, crutches, canes, cane chairs, walkers, knee scooters, and other typical mobility devices are allowed.
Other motorized mobility devices are not allowed except on a case-by-case basis. Two weeks prior to the event, write to (email address) with information about the mobility device you wish to use. Send a photo of the device and a link to the manufacturer. The event will make every effort to come to a decision within one week of receiving the email. Once inside the event, go to the Access Center for a tag for the device and to learn about other Access Program services.
A FINAL NOTE
You won’t necessarily need every policy above. Pick and choose, edit and revise, and add your own. Take care of the patrons and the staff. You’ve got this!
Everyone’s Invited, LLC, founded by Laura Grunfeld, is winner of the gold level “Best Accessibility Program,” for the 2018, 2019, and 2022 IFEA/Haas & Wilkerson Pinnacle Awards. Laura writes a regular column helping producers make their events accessible to people with disabilities. She has worked many festivals across the nation and readers can learn more about her event accessibility consulting, training, and production company at www.EveryonesInvited.com and www.linkedin.com/in/lauragrunfeld. Suggest topics or ask questions by writing to Laura@EveryonesInvited.com. © Laura Grunfeld, Everyone’s Invited, LLC, April 2024.
