For retailers, one of the most important components of ADA compliance is providing reasonable accommodations that allow qualified individuals with disabilities to perform their jobs effectively.

Under the Americans with Disabilities Act, an individual with a disability is someone with a physical or mental impairment that significantly limits one or more major life activities. This definition also includes individuals who have a record or history of such an impairment, even if they do not currently have a disability, and individuals who may be regarded or perceived as having a disability.

What is a reasonable accommodation?

A “reasonable accommodation” is any adjustment to the work environment or the way tasks are normally performed that enables an individual with a disability to enjoy equal employment opportunities. These accommodations are intended to help employees perform the essential functions of their roles while reducing employment-related barriers.

The Accommodation Process

The accommodation process generally begins with the interactive process, a collaborative conversation between the employee and employer to determine what accommodation may be effective. The process often includes:

  • Initiating the accommodation request

  • Obtaining documentation or diagnostics if necessary

  • Assessing accommodation options through communication and collaboration

  • Selecting and implementing the accommodation

  • Measuring effectiveness and following up over time

Retailers should note that accommodations must not cause “undue hardship.” This means an accommodation may not be required if it would be too costly, technically infeasible, or would fundamentally alter the nature of the business. Each request must be evaluated on a case-by-case basis, and employers should consider alternative solutions when appropriate.

Note: Confidentiality is also critical. Any medical information related to an accommodation should be shared only on a need-to-know basis and kept separate from personnel records.

Reasonable Accommodation Examples

Many accommodations are simple to implement. Research shows that over half of workplace accommodations cost nothing, and the average cost is relatively low—around $500. Some examples of reasonable accommodations in retail include:

  • Improving facility accessibility for employees with mobility challenges

  • Flexible scheduling or modified break times to accommodate medical needs

  • Job restructuring to allow employees to focus on essential duties

  • Acquiring equipment or assistive technology to support job performance

  • Providing qualified interpreters or readers

  • Modifying training materials, application processes, or testing procedures

Assistive technology may also be helpful. Examples include hearing aids, speech-recognition software, captioning tools, or time-management software that supports employees in performing their roles effectively.

Some of the most frequently requested accommodations include flexible start times due to medication schedules, modified break schedules, additional time for medical appointments, or specialized communication equipment.

However, certain actions are not considered reasonable accommodations, such as eliminating essential job functions, lowering productivity standards applied to all employees, providing personal-use items, changing an employee’s supervisor, or excusing violations of workplace conduct rules.

Reasonable accommodations are an important part of creating inclusive workplaces in retail. They help employees with disabilities perform their essential duties while supporting business productivity and compliance with the ADA.

Additional Resources