Serving Disabled Patrons

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

• Recognize when something in an interaction isn’t landing, and adjust your approach in real time instead of pushing through and hoping it works
• Communicate more clearly across different processing and communication styles without overexplaining, rushing, or second-guessing yourself
• Notice physical and environmental barriers you might currently miss, and respond in ways that actually make access easier in the moment
• Navigate interactions with Deaf and hard of hearing patrons with a clearer sense of what to do, what to avoid, and how to support access without awkward missteps
• Support patrons with intellectual disabilities using communication and service approaches that reduce confusion, pressure, and frustration on both sides
• Respond to patrons experiencing mental health conditions in ways that stay calm, respectful, and grounded, even when situations feel unpredictable
• Make small, practical adjustments for neurodivergent users that immediately improve how accessible and comfortable your library feels

After this course, you won’t be guessing your way through these interactions anymore. You’ll have clear ways to adjust how you communicate, respond, and support patrons across a wide range of needs, including situations where the need isn’t obvious.

This course is especially helpful for:

• Public library staff who work directly with patrons at service desks, in public spaces, or in one-on-one interactions
• Managers and supervisors who want staff service to be more consistently accessible across the library
• Youth, adult, outreach, circulation, and public service staff who support a wide range of patron needs every day
• Library workers responsible for making the library feel more usable and welcoming in practice, not just in principle
• Anyone in a public-facing library role who wants more confidence serving disabled patrons well

If that sounds like your role, you will probably see yourself in this course.

If you are someone who:

• Wants to be supportive but sometimes worries about saying the wrong thing or not being as helpful as you meant to be
• Knows accessibility is more than ramps and policy statements, but wants clearer guidance on what that looks like in day-to-day service
• Has seen patrons struggle with communication, overwhelm, mobility, or sensory barriers and wants to respond more effectively
• Would like your library’s service to feel less inconsistent from staff member to staff member
• Wants more practical strategies for serving disabled patrons with confidence, clarity, and respect

This course was built for you.

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.

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 .

When libraries talk about accessibility, staff are often given the big-picture message without enough help applying it in actual service situations. Led by an accessibility consultant and librarian with lived experience navigating these interactions from both sides, this course is built to close that gap. It focuses on the everyday interactions where accessibility either becomes real or quietly breaks down, and it gives public library staff more concrete ways to respond.

Across seven self-paced modules, you will explore the foundations of accessibility and neuro-inclusivity in libraries and then move into more specific service situations involving communication differences, physical disabilities, Deaf and hard of hearing patrons, intellectual disabilities, mental health conditions, and neurodivergence. The goal is not just to talk about inclusion in the abstract. It is to help staff make the library easier to use, easier to navigate, and more welcoming in ways patrons can actually feel.

SESSIONS AND PRICING

Early bird pricing ends one month before the session deadline. Course materials become available on the registration deadline date.

GROUP OPTIONS

Training a team? Choose the setup that matches how you want to plan and pay:

Group course enrollment: Enroll 3+ staff in this course and save.

Bulk course credits: Prepay once, get the highest per-seat discount on every course, and assign seats later.

Unlimited annual licensing: System-wide access for a year with no per-course approvals.

Request Discounted Group Pricing

Questions? Email groupsales@libraryjournal.com.

COURSE FORMAT

This is a fully self-paced, asynchronous online course consisting of 7 modules. Each module includes video instruction, slides, readings, and reflective exercises designed to connect accessibility concepts directly to daily public library service.

EXPECTED TIME COMMITMENT

Each module is designed to take approximately 3 to 4 hours to complete, for a total of 24 hours. You may move through the course at your own pace and on your own schedule.

COURSE ACCESS

You will have access to all course materials for six months from the material unlock date.

CREDIT & CERTIFICATE

Complete all modules to earn 24 professional development credit hours and a Library Journal certificate of completion, which will be emailed to you.

ACCESSIBILITY

All video recordings feature auto-captioning. If you require accommodations, please email course-support@libraryjournal.com upon registration and we will make our best efforts to support your needs.

SUPPORT

For technical or course-related support, please contact course-support@libraryjournal.com.