The rights of disabled people are protected by the Disability Discrimination Act 1995 (DDA) which may include as many as one in four people. However, many others may also be disadvantaged by the disabling effects of society including elderly people who may not necessarily be defined as disabled within the act. The Act includes sections covering employment, the letting of premises and the provision of goods and services. It is this last area that is most likely to have an impact on the ways that we deliver our services to the public.

Since it came into force the DDA has required that in delivering a service to the public we do not discriminate against people with impairments. This means that members of the public with impairments must not receive a lesser service. This means making reasonable adjustments to ensure that this is so (e.g. considering other ways of presenting information traditionally given in writing, adjusting the immediate environment, chairs, lighting etc). As of October 2004 the DDA (as amended in 2004) will apply to the police service.

The DDA defines disability as:

"A physical or mental impairment which has a substantial and long term adverse effect on a persons ability to carry out normal day to day activities"

Alongside the DDA definition of a disability stands the social model of disability that views disability from the view of all disabled people's right to belong to and be valued in their community. The social model defines impairment and disability as very different things: "Impairment is the loss or limitation of physical, mental or sensory function on a long term permanent basis." Whereas "disablement is the loss or limitation of opportunities to take part in the normal life of the community on an equal level with others due to physical and social barriers."

Impairments might not always be obvious, and many people may not identify themselves in this way. Society's attitude towards this concept might also affect whether an individual is prepared to disclose this fact.

Consider:

• Visiting those unable to gain access to police stations through mobility disabilities. Speak directly to the individual (make eye contact) - not through a third party - even when communicating, e.g. with an interpreter.
• Only ask questions about a person's impairment if it is relevant. Don't make assumptions about individuals needs, ask if they would like assistance. Avoid behaviour or language that could be seen as patronising, discriminatory or insensitive
• Avoid patronising and disempowering behaviour and language, e.g avoid staring or using words such as suffering, defective or collective nouns such as the disabled.
• Do keep it simple and clear, e.g. 'A person with learning difficulties'; Uses a wheelchair.
• Be specific, e.g. ' Rachel has epilepsy'; Richard has MS.

People who are Deaf or Hard of Hearing

1. 7 million people in the UK have varying degrees of hearing loss; that's 1 in 7 of the population. Deaf people may or may not communicate through speech and deafness is not always visible, Many deaf people do not wear or would even benefit from wearing a hearing aid. However, if you see someone wearing a hearing aid, DO NOT assume they can hear you. Some profoundly deaf people wear a hearing aid to assist in monitoring their own voice.

The vast majority of deaf people have a voice but for some it is not trained. Deafness has no affect on intelligence. Not all deaf people use sign language and not all deaf people are expert lip-readers. Lip-reading is largely intelligent guesswork and made difficult because only about 30 - 40% of what people say is visible on the lips.

Consider:

• Make sure you attract attention first to get eye contact - this may be by waving or gently tapping the person's shoulder/arm. Be patient.
• Cut down on background noise where possible.
• Speak clearly, maintaining normal rhythm.
• Remember that the optimum distance for lip reading is two metres.
• Don't exaggerate words as this distorts your lip pattern.
• Don't chew gum or eat sweets as this, again, will distort lip pattern.
• Don't shout - you will look angry. Don't turn away or cover your mouth whilst talking.
• Don't simply repeat the same sentence over and over again. If you are not being understood - REPHRASE, or find another way to make your point, i.e. writing or drawing could be an alternative option.
• Beards and moustaches can mask lip pattern. If this applies to you - be patient. Consider lighting. If you stand with your back to a window your face may be in shadow - move around. In the dark (such as the roadside at night), it may be too dark to read your lips. Consider shining a torch on your face when talking.
• Gestures can aid communication
• People who are deaf or hard of hearing sometimes talk loudly and will sometimes use unusual methods to communicate, ie, stamping - do not misunderstand this behaviour or consider it aggressive.
• DON'T GIVE UP - As a last resort, consider using a pen and paper.

Officer safety is paramount when dealing with detained persons and the appropriate use of handcuffs assist in providing this safeguard. However, you need to consider its continued use on a deaf person who is a sign language user, as handcuffing will severely restrict communication. This can cause frustration and lead to further communication difficulties.

People who are Blind or Partially Sighted

Some blind people can see nothing at all, however, most have some useful sight, however limited.

Consider:

• When offering assistance, ask what they would like you to do. If you are required to guide them, walk slightly in front, allowing the individual to hold your arm. Tell them about steps and other obstacles as they occur.
• When welcoming individuals into an unfamiliar room, give a brief description of the layout relative to their position. Point out potential hazards, such as steps, hot radiators or waste paper bins.
• If you are required to assist individuals in sitting down, then ensure that you support the chair if it has wheels and place the persons hand onto the back section.
• If the person uses a guide dog then you should never pat, stroke or feed the dog when it is wearing a harness.
• When meeting, always introduce yourself and any other people present, asking them to say something. This will enable the individual to match the voice to a name.
• Use the individuals name before asking questions. Without visual clues it can be difficult for individuals to realise that a specific question or comment is actually directed at them.
• Let individuals know if you intend moving away, to avoid the potential embarrassment of the individual talking to an empty space.
• When visiting a blind persons home please leave the room exactly as you found it, ie, replace chairs correctly.

People with Mobility difficulties

Wheelchair users are confined by the environment in which we live, not by the wheelchair.

Consider:

• If a wheelchair user is arrested consider the aspect of transport.
• Do not lean on a persons wheelchair, it is part of the body space of the person who uses it and it may move.
• When talking to a person in a wheelchair, get down to the same level to avoid a stiff neck for the person in the chair.
• Come round to their side of the reception desks or high counters.
• Offer to help with heavy doors or with carrying bags or other belongings. If a pre-arranged visit to a police station, then consider and discuss the options for entering the building beforehand.
• If the individual will be required to write, then offer a clipboard or other firm surface to press on.

People with Speech and Language difficulties

Many different impairments can cause speech and language difficulties;

Consider:

• Be patient.
• Concentrate on listening to what is being said rather than how it is being said.
• Don't correct or speak for the other person and don't be tempted to finish their sentences.
• If you do not understand completely, don't pretend. Repeat what you do understand and let the person's reaction guide you.
• Avoid barriers like glass partitions.
• Try to use a private area if you can, where there is less distraction and noise.
• Try to ask questions that only require short answers or a nod or shake of the head.

People who may have a Mental Illness

Mental illness relates to a variety of conditions of the mind and thought processes. According to the Mental Health Foundation (2003) one in four people experience mental illness at some time in their life. It may range from mild to serious disturbances in thought and/or behaviour and may result in an inability to cope with life's ordinary demands and routines.

There are many different forms of mental illness, ranging from mild depression, anxiety and stress to bipolar disorder, dementia and schizophrenia; symptoms may include changes in mood, personality, personal habits and/or social withdrawal. Some symptoms may be interpreted as threatened or aggressive, when in fact it is a manifestation of these symptoms.

Consider:

• Be patient.
• Always be prepared to explain more than once.
• Give the individual plenty of time, if there are decisions to be made.
• Appropriate adults when interviewing Victims, Witnesses or suspects.

People with Learning Difficulties

Having learning difficulties is not the same as having a mental illness. People with learning difficulties may seem to have a very individual view of the world, but it is usually consistent and stable.

Consider:

• Be patient.
• Relax and make eye contact.
• Give the individual plenty of time, if there are decisions to be made.
• Start by thinking that you will be understood.
• Always be prepared to explain more than once.
• Ask the individual what helps them to remember or learn.
• Remember to smile to re-assure.
• Even if accompanied by a friend or relative, ensure that you talk directly to the individual and not the companion.
• When visiting a blind persons home please leave the room exactly as you found it, le, replace chairs correctly.
• Try to avoid using jargon.

MENCAP tips for staff

Mencap tips for staff dealing with people with learning difficulties:

• Give the person time to talk through the problems and effects of what has happened to them.
• Use simple language taking care not to talk down to them.
• Take regular breaks. People with learning difficulties are more likely to get stressed or panicked by interview situations.
• Make sure they have a supporter on hand to help.

People with Facial Disfigurement

Going out in public can be a tremendous challenge for people who look different. Facial disfigurement does not mean that the individual is less able than anyone else.

Consider:

• If you feel uncomfortable, try not to let the person see that you are. Concentrate on what they are saying and respond naturally.
• Avoid staring.