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How can you create an accessible food service operation for people with disabilities?

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Creating an accessible food service operation for people with disabilities is not only a legal requirement, but also a way to improve customer satisfaction, loyalty, and profitability. People with disabilities represent a large and diverse market segment, and they have specific needs and preferences when it comes to food service. In this article, you will learn some practical tips and best practices to make your food service operation more accessible and inclusive for people with disabilities.

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Kamal MEHDIYEV

Food Engineer | Food manufacturing | R&D | TQM | Lead Auditor
Veronica Papini

Group Regulatory Manager @Princes | Food Contact Material Committee Chair @FDF | STEM Ambassador

1 Understand your customers

The first step to creating an accessible food service operation is to understand who your customers are and what they need. People with disabilities may have different types of impairments, such as physical, sensory, cognitive, or mental. They may also have different dietary restrictions, allergies, or preferences. You should conduct research, surveys, or focus groups to learn more about your target audience and their expectations. You should also train your staff to communicate effectively and respectfully with people with disabilities, and to provide assistance when needed.

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Kamal MEHDIYEV

Food Engineer | Food manufacturing | R&D | TQM | Lead Auditor
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To create an accessible service operation for people with disabilities as a professional food engineer, I focus on inclusive design. Implementing ergonomic layouts, tactile signage, and braille menus ensures a seamless experience. Prioritizing allergen awareness and providing alternative formats for communication caters to diverse needs. Collaborating with disability advocates helps tailor our services, fostering an environment where everyone can enjoy and engage with our offerings. Continuous training for staff on disability etiquette and assistance techniques further enhances the inclusivity of our service.

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2 Design your space

Creating an accessible food service operation requires designing your space according to the guidelines and standards of the Americans with Disabilities Act (ADA), Fair Housing Act (FHA), and Rehabilitation Act (RA). This includes wide and clear pathways, entrances, and exits, as well as ramps, elevators, or lifts for people who use wheelchairs or other mobility devices. Your space should also have accessible restrooms, tables, chairs, counters, and self-service stations. Additionally, adequate lighting, signage, and contrast for people with low vision or blindness must be provided. Braille, large print, or audio menus are essential for people with low vision or blindness. Hearing loops, captioning, or sign language interpreters are necessary for people with hearing loss or deafness. Finally, quiet areas, sensory-friendly materials, or calming devices should be available for people with autism or other sensory sensitivities.

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3 Offer your products

Creating an accessible food service operation requires offering products that meet the needs and preferences of people with disabilities. This includes providing a variety of options, such as vegan, halal, or kosher options, as well as allowing customers to customize their orders or request substitutions. Additionally, it is important to ensure that the products are fresh, nutritious, and safe for consumption. This includes following food safety guidelines and regulations, such as the Food Safety Modernization Act (FSMA) and the Hazard Analysis and Critical Control Points (HACCP) system, as well as labeling products clearly and accurately. Finally, it is important to offer products in a convenient and affordable way for people with disabilities. This could include providing different modes of ordering, payment, and delivery, such as online, phone, or mobile apps, as well as discounts or loyalty programs for people with disabilities or their caregivers.

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4 Evaluate your performance

The fourth step to creating an accessible food service operation is to evaluate your performance and seek feedback from your customers and stakeholders. You should measure and monitor your key performance indicators, such as customer satisfaction, retention, loyalty, revenue, and profitability. You should also collect and analyze feedback from your customers and stakeholders, such as surveys, reviews, or testimonials. You should use this feedback to identify your strengths and weaknesses, and to make improvements or adjustments to your food service operation.

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5 Stay updated and informed

The fifth step to creating an accessible food service operation is to stay updated and informed about the latest trends, developments, and innovations in the food service industry and the disability sector. You should follow the news, blogs, podcasts, or social media of relevant organizations, associations, or influencers, such as the National Restaurant Association (NRA), the Food and Drug Administration (FDA), the National Council on Disability (NCD), or the Disability Visibility Project. You should also attend webinars, workshops, or conferences to learn from experts and peers, and to network with potential partners or collaborators.

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Veronica Papini

Group Regulatory Manager @Princes | Food Contact Material Committee Chair @FDF | STEM Ambassador
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75% of disabled people and their families walk away from UK businesses because of poor accessibility or customer service. Under the Equality Act, a lack of accessibility accommodations for both disabled employees and members of the public in your restaurant can be considered discrimination. For example, Citizens Advice recommends three approaches for preventing discrimination in the provision of goods and services. These are: changing the way things are done, changing a physical feature of the premises, and/or providing extra help and services.

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6 Be inclusive and respectful

The sixth and final step to creating an accessible food service operation is to be inclusive and respectful of people with disabilities and their diversity. You should adopt a positive and proactive attitude towards accessibility and inclusion, and make it part of your mission, vision, and values. You should also foster a culture of respect, empathy, and collaboration among your staff, customers, and stakeholders. You should celebrate the achievements and contributions of people with disabilities, and recognize them as valuable and loyal customers.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you create an accessible food service operation for people with disabilities?

1

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3

4

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1 Understand your customers

2 Design your space

3 Offer your products

4 Evaluate your performance

5 Stay updated and informed

6 Be inclusive and respectful

7 Here’s what else to consider

Food Manufacturing

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How can you create an accessible food service operation for people with disabilities?

1

2

3

4

5

6

7

1 Understand your customers

2 Design your space

3 Offer your products

4 Evaluate your performance

5 Stay updated and informed

6 Be inclusive and respectful

7 Here’s what else to consider

Food Manufacturing

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