How to Handle an ADA Accommodation Request

Use this guide when you get ADA accomodation requests at work. It explains what to do, step by step, and highlights common mistakes that cause delay. Follow the steps to protect rights, keep records, and reach workable solutions.

What counts as an ADA accomodation request

An ADA accommodation request is any clear statement by an employee or job applicant that they need a change at work because of a disability. The request can be verbal or written. It does not need to use the words “ADA” or “reasonable accommodation”.

Who can make a request

• Current employees
• Job applicants
• Former employees with rehire rights in some situations

Core legal duties to keep in mind

Employers must consider reasonable accommodations unless doing so would cause undue hardship. Employers must engage in an “interactive process” with the person requesting the change. Keep accommodation records private and separate from general personnel files.

Receiving ADA accomodation requests: best first steps

1. Acknowledge receipt quickly. Tell the requester who will handle it and give an expected timeframe.
2. Ask clarifying questions if the need or job impact is unclear.
3. Start the interactive process. This is a two-way conversation about limitations and options.
4. Request medical information only if necessary to confirm the disability or functional limits. Limit what you ask to what is relevant.

Step-by-step: respond to an ADA accomodation request

1. Log the request

Record the date, who made the request, the form of the request, and the person assigned to respond. This start point helps meet timelines and shows you followed a process.

2. Gather job and limitation information

Get a clear job description and list the essential duties. Ask the requester how the disability limits those duties. Keep the questions focused on function, not diagnosis.

3. Consider accommodation options

Brainstorm practical changes that address the functional limit. Options include equipment, schedule changes, remote work for specific tasks, reassignment to a vacant job, and leave as a temporary step. Evaluate each option for effectiveness and feasibility.

4. Request documentation only when needed

If the disability or its limits are obvious, documentation is not required. When it is needed, ask for medical information that explains functional limits and duration. Do not ask for unrelated medical history.

5. Decide and communicate

Make a timely decision. If you approve an accommodation, describe the change, start date, review process, and who will monitor it. If you deny it, explain the reasons and whether alternative accommodations were considered.

6. Implement and review

Put the accommodation in place. Check back to confirm it works. If it fails, reconvene the interactive process and try another option.

Common mistakes that slow resolution

• Waiting for a formal written request when a verbal request is clear
• Asking for broad medical records instead of focused functional information
• Stopping the interactive process after one meeting
• Assuming every accommodation is permanent
• Poor recordkeeping or sharing sensitive information widely

How to handle refusals and undue hardship

If an accommodation would cause undue hardship, explain the specific reasons. Examples are normally about significant difficulty or expense. Before refusing, show you tried other effective, less burdensome options. Consult legal advice for borderline cases.

Recordkeeping and confidentiality

Keep medical and accommodation records separate from the general personnel file. Limit access to those who need to know. Retain records long enough to show you followed the interactive process and why any decision was reached.

Practical examples

• Employee has a mobility limitation: consider a workstation on the ground floor, accessible parking, or assistive equipment.
• Employee has post-operative limitations: consider temporary modified duties or a phased return to work.
• Employee has a sensory impairment: consider captioning for meetings, large-print documents, or assistive software.

Quick checklist for managers

• Acknowledge the request within 3 business days
• Start the interactive process immediately
• Gather only job-related functional info
• Consider at least two accommodation options
• Document every step and keep records confidential

Sample response language

Use plain language. For example:

“Thank you for telling us you need a change at work. We will review this and contact you by [date]. Please tell us about the tasks that are difficult and any suggestions you have.”

When to involve others

Involve HR for policy and recordkeeping. Involve occupational health or an external specialist for complex functional assessments. Involve legal counsel when the claim is complex or a denial is likely.

Accessibility standards and related rules

ADA covers disability access in employment. Also consider digital accessibility standards such as WCAG for online tools and Section 508 if your organisation must follow it. Use WAI-ARIA only where it improves assistive technology support for web interfaces.

Final practical tips

• Train managers on recognising and responding to requests
• Create a central intake point so requests are tracked
• Use a standard form for documentation but accept verbal requests
• Review accommodations periodically and update as needs change

If the situation feels unclear, get advice from HR or legal counsel. A prompt, documented interactive process reduces risk and leads to better outcomes for everyone.