Retailer guidance: provide staff training

Step 4: Provide staff training

As part of your business-as-usual approach to considering the needs of disabled people, make sure your staff are aware of what you are doing, as well as what they can do to anticipate and make adjustments to the service so that disabled people can continue to access the service.

This should include:

• Appropriate training for staff to assist disabled customers safely
• If there are legal requirements on face coverings, make sure your staff know how to ask people to wear them in a way that is sensitive to the range of disabilities people may have
• Ensuring staff understand exceptions to the relevant government’s coronavirus guidelines. For example, there is no legal obligation for customers who are exempt from wearing a face covering to provide evidence of their exemption
• How to support customers with a range of impairments, including less visible disabilities and long-term health conditions, such as dementia
• Working with disabled people’s organisations to design training programmes