Serving Disabled Patrons: What Actually Helps (Beyond Good Intentions)

AFTER YOU ATTEND THIS COURSE, YOU'LL BE ABLE TO:

• Recognize the foundations and best practices of accessibility and neuro-inclusivity in libraries.
• Apply effective strategies for serving patrons with communication differences.
• Support users with physical disabilities.
• Provide inclusive service to patrons who are Deaf and/or hard of hearing.
• Assist patrons with intellectual disabilities.
• Offer appropriate support for patrons experiencing mental health conditions.
• Understand and meet the needs of neurodivergent users.

WHO SHOULD TAKE THIS COURSE

This course is designed for public library personnel seeking practical strategies to provide inclusive, accessible, and effective service to all patrons.

THIS WILL BE A SELF-PACED, ASYNCHRONOUS ONLINE COURSE

EXPECTED TIME COMMITMENT

This course includes 7 modules, each designed to take approximately 3–4 hours to complete. You can move through the content at your own pace and on your own schedule. You’ll earn 24 hours of professional development credit and a Library Journal certificate of completion.

ON-DEMAND ACCESS

You will have access to the full course content for six months following enrollment.

CERTIFICATE OF COMPLETION

Complete the course and earn 24 professional development credit hours. A certificate of completion will be emailed to you.

SUPPORT

For support with online courses, please contact course-support@libraryjournal.com .

THIS COURSE CONSISTS OF 7 ON-DEMAND MODULES:

Module 1: Foundations of Accessibility and Neuro-inclusivity

This foundational module introduces accessibility and the history of people with disabilities in the United States. You’ll review key federal legislation and policies that guide public library compliance, explore disability-related language and models of disability, and learn essential concepts related to disability justice and neuro-inclusion. You’ll also discover data tools that support advocacy, funding, and service planning, while reflecting on personal experiences with disability and ableism to build stronger accessibility awareness.

Module 2: Serving and Supporting Communication Differences

This module explores the wide range of communication differences and how libraries can support patrons with diverse communication needs. You’ll learn about Augmentative and Alternative Communication (AAC), plain language practices, and strategies to improve accessibility across websites, marketing materials, and everyday interactions. By the end of the module, you’ll feel more confident communicating across platforms, formats, and modalities.

Module 3: Serving and Supporting Physical Disabilities

Focusing on mobility and physical disabilities, this module examines how libraries can improve physical spaces and services to be more welcoming and accessible. You’ll learn the difference between compliance, accessibility, and universal design, explore assistive technologies, and review best practices for respectful customer service. The module also addresses Requests for Accommodations and strategies for improving library facilities and policies.

Module 4: Serving and Supporting Deaf and Hard of Hearing Patrons

This module introduces Deaf culture and inclusive service strategies for patrons who are Deaf or Hard of Hearing. You’ll learn best practices for one-on-one interactions, accessible collections, technology, and equipment, as well as how hearing dogs and service animals support equitable access. The module emphasizes legal, respectful, and inclusive service approaches in public libraries.

Module 5: Serving and Supporting Intellectual Disabilities

Centered on dignity, choice, and independence, this module explores person-centered design and the Olmstead Act as they apply to public libraries. You’ll examine inclusive programming, volunteer and job opportunities, policy considerations for vulnerable adults, and strategies for supporting inclusive summer reading programs. The module also covers relationship-building, boundaries, and peer-to-peer support.

Module 6: Serving Patrons with Mental Illness and Supporting Mental Health

This module addresses mental health as an “invisible disability” under the Americans with Disabilities Act. You’ll learn about common diagnoses, stigma reduction, trauma-informed service approaches, and community partnerships. Explore library-based supports such as calming spaces, social narratives, and mental health initiatives designed to promote safe and positive patron interactions.

Module 7: Serving and Supporting Neurodivergent Patrons

The final module expands disability frameworks through the lens of neurodiversity. You’ll explore neurodivergent identities such as Autism, ADHD, Dyslexia, and sensory processing differences, and learn practical strategies for adapting communication and library environments. By the end of the module, you’ll be prepared to advocate for greater accessibility and neuro-inclusion in your library.

COURSE ADVISOR & INSTRUCTOR

Renee Grassi, Accessibility Consultant and Librarian

Author, trainer, librarian, administrator, teacher, and accessibility consultant Renee Grassi is an advocate for equity, diversity, inclusion, and accessibility in libraries, schools, and communities. As a neurodivergent librarian herself, Renee has worked in public libraries for over 17 years, developing award-winning initiatives that welcome, support, and empower disabled residents, families, and caregivers. Learn more at reneegrassi.com .

DISCOUNTED RATES ARE AVAILABLE FOR A LIMITED TIME ONLY

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GROUP RATES

We offer discounts for groups of 3 or more.

For larger groups of 15 or more, we offer the option to apply group rates across multiple courses to receive significant discounts. For more information, select Bulk Course Credits Packages in the form below.

Request Discounted Group Pricing

For support with group purchases, please contact groupsales@libraryjournal.com .