Independent Banker - September 2022 - 38

PORTFOLIO
" There are several income and
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be if the person responding to
a customer service call from a
[customer with a disability] knew
who to direct the customer to who
could help them with their specific
accommodation, " Wilson says.
She notes that it's also critical
that employees understand the
importance of ensuring that the
bank's physical sites, as well as the
digital technologies and resources
used at those sites, including ATMs
and digital platforms, such as kiosks,
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" When unsure, " Wilson says,
" instruct employees to ask how they
can meet the needs of someone
[with a disability]. Individuals with
disabilities are the best judges of
what they need. "
The importance of accessibility
If a bank wants to serve people with
disabilities, physical and digital
accessibility is key, says Thomas
Foley, executive director at the
National Disability Institute in
Washington, D.C.
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Physical access can include a ramp
to the front door rather than stairs
or an auxiliary entrance through a
loading dock or back room, doors
and hallways wide enough for a
wheelchair to maneuver, electronic
door-opening mechanisms, lowered
counters and ATMs that a wheelchair
can comfortably access. " Access
to sign language interpreters, TTY
lines and telecommunications relay
services for those who are deaf or
hard of hearing [is also important], "
says Foley.
He notes that digital accessibility
allows blind and visually impaired
people to use a screen reader
to vocalize a bank's website or
mobile applications.
Use of headings, alt text,
labeling of buttons, form field
descriptions and closed captioning
are other necessary equal-access
considerations, according to the
World Wide Web Consortium's Web
Accessibility Initiative.
Community banks should also
work with people with disabilities
to design marketing and outreach
campaigns " that speak to them, "
and develop products and services
that are specifically responsive,
Foley says.
" Many forward-thinking banks
have recognized that inclusion
is good business, " he says, " and
that people with disabilities are a
significant portion of the low- and
middle-income community. " 
Katie Kuehner-Hebert is a writer
in California.
disability-related reasons people may
have low credit that have to do with ...
the way credit scores are calculated. "
-BARRY A. WHALEY, SOUTHEAST ADA CENTER-BURTON BLATT INSTITUTE
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Independent Banker - September 2022

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