Assisting People Who Use Wheelchairs

Mobility disabilities cover a wide range, from the person who has a difficulty walking great distances to the person who uses a wheelchair all the time. “An estimated 25 million people have mobility impairments, which may take the form of paralysis, muscle weakness, nerve damage, stiffness of the joints, or lack of balance or coordination” (National Center for Medical Rehabilitation Research).

A wheelchair may be the most visible sign of a disability but it is important to remember that the wheelchair is a tool. The patron using the chair may or may not be able to walk with crutches, canes, braces, or other aids, and may be using the wheelchair because it is faster, to conserve energy, or for increased mobility and greater access.

Types of Wheelchairs

There are several forms of mobility aids that have wheels: Motorized power or battery operated wheelchairs, manual wheelchairs, and three-wheeled scooters.

• A person using a power wheelchair will generally not need to be pushed. Remember there might be a rare exception to this rule. Always ask the patron.
• A person using a scooter will not need to be pushed. Usually when the motor of a scooter is turned off, it is very difficult to move. The patron, if they are transferring and there isn’t room for the scooter by their chair, may wish to leave the scooter nearby. Never ride or try to “drive” a patron’s scooter. This can be dangerous to you and other patrons.
• Individuals in manual chairs may or may not want assistance having their wheelchair pushed. Always ask first. You will see a type of wheelchair, commonly known as sports chair, that doesn’t have handles on the back of the chair. These chairs are definitely intended to be maneuvered by the person sitting in them and not by someone pushing.

Use of Service Animals

Service animals serve a great variety of functions beyond “guide dogs.” They can fetch dropped items, alert owners of sounds, and even pull wheelchairs. Service animals are usually highly trained dogs, but don’t be surprised to see cats, monkeys, or birds. These animals are defined by their function, not their species. Never call or distract service animals away from their owners and do not pet them without asking first. Remember, they are working animals.

If your museum has an auditorium, remember: Whether or not someone transfers from his or her wheelchair or scooter into a theatre seat is a decision always made by the patron, unless there are extenuating circumstances. The museum management should make every effort to accommodate the individual’s wishes. Be sure to ascertain before you are in the auditorium and half way down the aisle whether the patron wishes to transfer or stay in their wheelchair or scooter. If they wish to stay in their own chair direct them to the wheelchair accessible locations. If a problem arises, immediately report it to the appropriate supervisory staff.

Remember these basic tips:

• Don’t lean, hang on, or touch a person’s wheelchair. It is an extension of the person’s body. If you bump into it, remember that a jolt may cause pain or discomfort.
• If a person is sitting or is short in stature, get on an eye to eye level if the conversation continues for more than a few minutes. Don’t force someone to physically look up at you.
• If a counter or ticket box is too high, come around to the customer side of the counter/box during your interaction.
  Allow a person who uses a wheelchair or other mobility device to keep them within reach if they transfer to a seat.
• Consider distance, weather and surfaces such as stair, curbs or inclines when giving directions.
• Patrons using their own wheelchair will know how to operate it and most likely will not need much help. If it is one of the museum’s wheelchairs, then you need to know how to operate the brakes and how to stabilize the chair so that it can’t rock, tip, or move while the patron gets in or out. You may want to practice by using a wheelchair yourself or with a co-worker in it to access the seating area and restrooms.
• When pushing the wheelchair, be gentle and don’t start, stop, or turn corners abruptly. When going up or down a slope, warn the person in the chair.
• If you have to “bump” a chair up or down a curb or step, ask the individual what direction they prefer. Some may wish for you to lead so that you take the person and the chair backwards.
• Don’t ever try to maneuver a chair with a person in it if you feel that you will lose control. Get assistance and use two people, if necessary.
• Never lift, transfer, or carry a person in a wheelchair up or down a flight of stairs, or in and out of their seats. This could present a safety hazard for you and the patron.

Questions You Should Ask About Your Museum

• Where is the accessible parking for patrons attending the museum?
• What is the shortest, barrier-free, and most convenient rout to the exhibit locations from the lobby? Is there an elevator? How do patrons get to exhibits on other floors?
• Is there an alternative way to experience the exhibits that are not accessible to patrons who use a wheelchair, or who are unable to climb stairs?
• Where are the accessible seats located in the auditorium?
• Where are the accessible restrooms, water fountains, and phones located?
• What is the evacuation procedure for patrons who use mobility devices?

Providing Mobility Assistance for a Patron Who Uses a Walker, Cane, or Crutches

Approximately one million people with mobility limitations are wheelchair users. Millions of others utilize other assistive devices, such as a walker, cane, or crutches.

Remember these basic tips:

• Offer you arm, never grab or take their free hand or arm. This could cause them to stumble or fall.
• Always ask the individual if they would prefer for you to stand to their right or left.
• If they have a mobility aid such as a cane, crutch, or walker, the patron may be safer using those than holding on to you. Never grab a cane or walker to assist someone.
• Warn patrons about changes in level or texture of the floor. Be aware of modifying your pace. Walk slower, so that you aren’t rushing the patron.
• Warn the patron about changes in light. If you are moving from an area that is brightly lit to a dark space, or vice-a-versa, give the patron’s eyes time to adjust.
• Offer your arm when going up or down stairs or a ramp without handrails.

When conducting a tour that includes patrons who use wheelchairs or who have mobility impairments remember:

• Patrons who walk with assistive devices such as canes or walkers may need frequent rest stops. This is also a good time to recap or summarize materials from the tour.
• Be alert for any signs that the person is experiencing difficulty and be prepared to offer your assistance. Don’t take offense if they refuse.
• If you are pushing someone in a wheelchair through a noisy area be aware that they may not hear you speak if you directly behind them.
• Be aware of the wheelchair user’s perspective. Try to show objects or other visual aids at the eye level of the patron.
• Practice going through your tour route using a wheelchair and/or a mobility aid such as a walker, crutch, or cane. Use this perspective to suggest potential areas where rests or stops may be needed.