Trouble with Disability Services?

[glasscannon.livejournal.com]

After running across a couple of frankly horrifying stories of people attempting to deal with Disability Services for this year's Con, I thought it was time to reach out to the broader community and see if this is a trend that other people have noticed, or if it's just a few isolated incidents that could be resolved by having the bright light of the community shined on them.

As a bit of background, I live with several invisible illnesses that have progressed over the last decade to the point where I am no longer able to work, need help with household chores, etc.  This is the first year I'll be using Disability Services at DragonCon, after years of making-do at Con, skipping large events, and trying to get by on the life adjustments I use to cope at home.  And last year I missed almost all of Sunday because of it, so this year I'm forcing myself to suck up my pride and plan to make Disability Services my first stop when I get to DragonCon.

Knowing that I'm going to be using DS for the first time this year, I've kept an eye out for mentions of it online.  First I ran across this worrying story of an attendee whose father has been hospitalized for diabetes being told that Disability Services can't do anything for him, as hospitalization-level diabetes isn't a "real" disability, and they aren't there to make anyone comfortable.  Next I happened to meet someone on Tumblr who is chronically ill to the point of needing assistance to be able to manage the con, but has been told that her assistant's first-time-going-to-a-con girlfriend is on her own as DS can't allow two companions to sit with a woman who needs assistance -- and told again, this time by the DS director. 

Then I worked my way through the Disability Services wiki and found myself scratching my head at the tone.  This is a department whose sole purpose is to provide help and services to those who would otherwise be prevented from going to DragonCon, but there's more in there about all the things that DS can't or won't do to help you.  Some sections, like the bits about being your own advocate and the frequent admonisions to arrive early (which, of course, is just so easy for anyone dealing with a disability at DragonCon) are flat out rude, and seem to willfully ignore the social and emotional barriers many people dealing with long-term illness and disability often face on top of the physical barriers (ie, sometimes being forced to discuss your illness/disability with a total stranger is as detremental as being forced to climb that flight of stairs).  There's a tone of "stupid you for getting sick and/or injured, now you're stuck with whatever scraps we feel like throwing your way, be thankful you get anything at all" that seems to me to leap out from every page.

I get that Disability Services needs to have rules in place to make sure people aren't abusing accommodations they don't genuinely need.  I get that anyone who uses DS needs to be their own advocate -- but trust me when I say that anyone who has gotten to the point of needing Disability Services is more than familiar with the trying, tiring, soul-destroying, never-ending task of being one's own advocate.  What I don't understand is the attitude.  What I don't understand is saying that a man who has been hospitalized for diabetes doesn't qualify for a teeny tiny sticker that would make an event he paid to attend marginally less painful.  What I don't understand is the complete and utter inflexibility to allow even one extra companion, on a case by case basis.  What are they going to do when a disabled woman wants to keep both her husband and their child with her in line?  What are they going to do when someone they could have helped but turned away passes out in line and seriously complicates an already life-altering illness?

Guys, help me out here?  Are these a few isolated incidents that need to be escalated up the chain of command?  Or is the attitude and tone I've witnessed again and again any time I run across Disability Services the attitude and tone I should expect to greet me at my first stop at DragonCon?  And if that's the case, what can be done to fix it?

Comments

[cheriedcds.livejournal.com]

I can only work with what I am given. If the lady in question wants to contact me again and give me information that she did not give me before, I will be more than happy to discuss it with her.

I find it interesting that you totally take the posts from the two unhappy people you cite at face value, and totally discount this lady's story. Oh, I don't think for a minute that the staff at the door let in 10 friends for one person. But people without disabilities don't know what you know. I wouldn't call it prejudice-- that denotes malice-- I would assign it to someone that has never had experience with people with disabilities. She was just a disappointed fangirl.

The 'one companion' is not a new policy. It was not changed because of any one person's story. That has been the policy since before I took over as director, I believe since as long as I have been coming to DC... almost 15 years.

[glasscannon.livejournal.com]

Fair point on my taking some stories at face value and others not. I don't think prejudice must imply malice, but I do think her reaction implies prejudice, inexperience, and a lack of empathy for people dealing with disabilities. If everyone was sympathetic to disabilities, visible and invisible, then we'd hardly need Disability Services, as everyone would willingly give up a seat to someone in pain, or willingly move back a row so that someone else can hear the panel at all. But people aren't like that and can't be expected to be like that on their own, so shouldn't Disability Services be focused on helping those that need help, rather than catering to the perceptions of those who don't need your help? Why was the fangirl's story your problem at all?

I was under the impression, both from the way you phrased the fangirl story here, bits of info I've picked up out on the internet, and the wording of a couple of sections of the wiki, that until recently anyone with a DS sticker was allowed up to two minions, but are now only allowed one. That seemed to be a change to me, and I thought you were saying the fangirl's story was what prompted a crackdown on extra minions. Again, I think exceptions can and should be made in certain cases, but if it's not a recent change based on an exaggerated story from someone uninvolved with DS, then it's not a big deal. Sorry for the misunderstanding.

[materpenitentia.livejournal.com]

Would that be the Shattner/Nimoy 10am panel? There was a lot of talk about that particular one with people getting up at 6am (wasn't that the first year for 10am Friday?). I know there was disgruntled talk that year about DS people getting the first two rows. It was my first year as DS (mine is a progressive illness) and I expected just to sit at the end of one of the rows, but we were corralled into the first two rows (which after I had to use the DS sticker to get out fast to go to the bathroom as it's part of my condition and that was a little hard to explain and the guy managing the front exit was I don't think so at first till I told him if he wanted pee on his feet I need to get out - never had a problem since then (I think he was new security) and I've had to leave and come back during panels from it and everything's been great - now I'm rambling). Anyways, that panel could have been spaced out with the sticker arrangement instead of everyone sitting in the front rows (this was the Hyatt Centenial and I noticed their security was lax compared to the Marriott Atrium). They had loads of time to space people out like the do in the Marriott, so maybe the security sitting people should be warned to seat end of the row spread out, I even made sure for each other panel I was 30 rows back or so, it was only polite and the right thing to do. The Marriott definitely has this down, but the other hotels could learn to seat them as stickers say and then people waiting for a long time will get closer to the viewing area. Just rambling thought of how I witness the effectiveness of the Marriott over the others - plus if people on get an end of the row sticker and get seated as it says back further like that it may cut down on people feinting illnesses, like shoulder problems (I know a guy who does this every year to sit close)

[cheriedcds.livejournal.com]

The Room Lead --the person in charge of getting all bazillion people into a room in a short period of time-- can override my staff, as long as your accommodations are met. S/HE is the one who decides the DS line gets to go in first. S/he is the one who can say, "no, we're behind schedule just throw 'em all in the front." Now if you are told to sit in a middle of the pack seat when you have end of row seating, you can calmly and politely show your sticker and say, "I can't sit there. I need an end of row." Your needs must still be met. Legal obligation overrides schedule, but only just... ::smile::

DS did a training for all the other directors this year, maybe there will be more understanding all thru the Con.