Non-visible disability

In Australia, at least one in five people have disability and of that number, it is estimated that up to 80 per cent have non-visible disability.

This means a customer's disability, access requirements or need for adjustments may not be immediately apparent to tourism operators unless a customer chooses to disclose this information.

Non-visible disability can take many forms. Examples include autism, dyslexia, diabetes, mental health conditions, blindness or low vision and deafness or being hard of hearing. Additionally, a person’s disability may be visible in some situations but not in others, such as a person who has low vision and only uses their white cane when in unfamiliar environments.

People with non-visible disability may experience barriers that are not obvious to staff. For example, a customer may need more time, clearer information, a quieter space or a different way to communicate. You may not know why they need this support and they should not have to explain or prove their disability to receive it.

Principles for inclusive customer service

Review the information below to understand how you can provide inclusive
customer service to people with non-visible disability.

Ask, don’t assume

Avoid making assumptions about what a person can do, what they understand, or what support they need. Instead, ask “How can I help you?” and let them guide you.
Customers should not have to disclose disability in order to have an inclusive and accessible experience.

Make support easy to request

Let all customers know that support and adjustments are available to them. Offer assistance proactively but do not pressure someone to accept it. Respect their choice if they decline. People with disability know their disability and access requirements best.

Listen and be flexible

When a customer asks for support, listen to what they say and be open to doing things differently. This might mean allowing more time, providing information in a different way, moving to a quieter space or adapting how you would normally provide the service.

A calm and welcoming response makes it easier for customers to ask for support and participate with confidence and dignity.

Supporting people with non-visible disability

While it is important to avoid defining a person by their disability and making assumptions about their individual needs, preferences, or experiences, the following information provides general guidance on supporting people with a range of non-visible disability.

Please note that this is not an exhaustive list and there are many other ways that people can experience non-visible disability.

This practical guidance should be applied flexibly and with a person-centred approach. Always ask individuals about their needs and adjustments, allowing their preferences and support needs to guide interactions and the delivery of services and experiences.

People who have autism

Autism is a lifelong neurodevelopmental difference that shapes how a person experiences and engages with the world, including how they think, process information, communicate, and experience sensory input.

• Use calm, clear and literal language, providing information one step at a time and avoiding idioms or figures of speech
• Be comfortable with pauses in conversation and allow extra time for the person to respond
• Reduce sensory distractions where possible, such as loud noise, bright lights or crowded spaces
• Respond calmly to meltdowns or shutdowns by providing space, reducing sensory input and limiting verbal communication. Avoid touch unless requested and direct onlookers away where appropriate.

People who are blind or have low vision

Blindness and low vision can result from many different conditions and affect people’s vision in different ways. This can include people who have little or no vision, or experience differences in clarity, visual field, contrast, light sensitivity or colour perception.

• Greet the person as you approach and identify yourself and your role
• When communicating, use the person's name (especially in group settings) so they know when they are being spoken to
• Offer assistance but don't assume it’s needed
• Always verbally ask the person if they require assistance before physically assisting them
• Use verbal directions, instructions and descriptions to help the person navigate their surroundings.

People who are Deaf or hard of hearing

Deaf people may hear very little or nothing at all. People who are hard of hearing may struggle to hear speech or other sounds clearly. Deafness and being hard of hearing can be caused by a wide range of conditions and impact how a person communicates, accesses information and engages with the world around them.

• Ensure you have the person’s attention prior to speaking to them. This may require the use of gestures or touch
• Face the person when speaking and remove any mouth coverings. This can support lip reading and make communication easier
• Speak clearly, at a natural pace and avoid exaggerating your speech or
  shouting
• Support verbal instructions with visual cues by using gestures, pointing, or providing clear physical directions where appropriate
• Have alternative communication options available. This can include written communication, such as a smartphone or tablet or pen and paper

People with intellectual disability

Intellectual disability describes significant difficulties with learning, understanding information, and solving problems. A person with intellectual disability may also need support with some everyday activities, such as communicating and making decisions.

• Use clear and simple language, providing one key piece of information at a time
• Allow extra time for the person to process the information and respond. Do not rush the conversation or attempt to guess what the person is thinking
• Ask one question at a time as this can make information easier to process and respond to
• Be prepared to repeat or rephrase information in different ways to support understanding.

People who are nonspeaking or communicate nonverbally

Nonspeaking people do not use speech or may not be able to use it reliably in every situation. They may communicate through body language, facial expressions, gestures, signing, writing, or using assistive technology.

• Do not assume that a person who is nonspeaking is unable to communicate
• Ask the person what their communication preferences are and follow them wherever possible
• Be familiar with alternative communication methods such as communication devices, communication boards or pen and paper
• Allow extra time for communication and responses.

The Hidden Disabilities Sunflower

The Hidden Disabilities Sunflower is a tool used by many people with non-visible disability to discreetly indicate that they may require additional support,
understanding or time in public places.

While not all people with non-visible disability will use the sunflower tool, for those that do, they will often demonstrate the sunflower through the use of a badge, lanyard or wrist band.

If someone is wearing a sunflower and requests assistance, don’t assume what they need and why. Be open minded and ask how you can best support them.

People with disability know their disability best and often know what they need to make the experience inclusive.

Content provided by Get Skilled Access.