Retailer guidance: provide staff training

Advice and Guidance

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
  • Understanding the exceptions to social distancing guidelines that apply to disabled customers
  • Understanding government guidance on face coverings, including that there are exemptions in place and that there is no legal obligation for disabled customers to prove their exemption with identification  
  • How to ask people to wear a face covering in a way that is sensitive to the range of disabilities people may have
  • 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.
Infographic: Provide staff training

Last updated: 27 Jan 2021

Further information

If you think you might have been treated unfairly and want further advice, you can contact the Equality Advisory and Support Service.

Phone: 0808 800 0082
Textphone: 0808 800 0084

You can email using the contact form on the EASS website.

Also available through the website are BSL interpretation, web chat services and a contact us form.


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10am to 2pm Saturday
closed on Sundays and Bank Holidays

Alternatively, you can visit our advice and guidance page.