Responding to reasonable accommodation situations: A guide for supervisors

This guide provides clear, ready-to-use appropriate responses to help you handle conversations from employees and others about reasonable accommodations, while respecting confidentiality and following the reasonable accommodation process. 

For Supervisors and Managers 

When an employee raises an accommodation need—or when others have questions about accommodations—it’s important to respond clearly, promptly, and appropriately. 

Key Steps to Remember 

• Respond Promptly – Don’t delay the conversation or next steps. 

• Engage in Dialogue – Each situation is different; listen carefully. 

• Make No Assumptions, Promises, or Commitments – ​​Supervisors should not assume what an employee needs, promise specific accommodations, or commit to any changes before consulting with the DDR. The accommodation process is a shared responsibility, and DDR involvement is required to ensure consistency and compliance.​​​​     ​​ 

• Consult or Refer to the Divisional, Disability Representative (DDR) – The​ DDR​​ manage​s​ the reasonable accommodation process. 

• Follow Up – Ensure next steps are completed, such as requests for information from the DDR or implementing approved accommodations. 

1. When an Employee Raises an Accommodation Issue 

You might say: 

• ​​​“​​We have someone in our unit who assists with medical, disability, or pregnancy-related accommodation requests. Our DDR is [Name]. You can reach them at [Phone/Email]. I’ll also make sure to follow up.”  

• “We have an accommodation process managed by our DDR. I’ll contact them to share your request. I'll also email you their contact information so you can reach out to the DDR directly."

• “Are you letting me know because you need an accommodation, or are you sharing this information for another reason?” 

• "Thank you for providing the medical documentation. I will forward it to our DDR and share this information with them. I will also email you their contact information so you can reach out to the DDR directly.​”​ 

✅ Remember: Document the interaction and follow up with the DDR promptly. 

2. When Someone Asks About an Employee Who Is Receiving an Accommodation 

You might say: 

• “This is a private matter, and I’m not able to share any details—just like I wouldn’t share your private information with others.” 

• “Thanks for your concern. This situation is connected to an employment policy we’re following, and I’m not able to share more details.” 

• “I understand this situation feels a little out of the ordinary. There are valid reasons for what’s happening, and it has been approved, but I’m not able to share the details.” 

✅ Do not share any details about another employee’s or job applicant's medical or accommodation situation. 

3. When Someone Is Upset About Perceived “Preferential Treatment” 

You might say: 

• “I can see this feels frustrating. I want you to know we’re following an employment policy, but because it’s a private matter, I’m not able to share more details.” 

✅ Acknowledge their feelings but do not disclose any details. 

4. When an Employee Says the Person with the Disability Shared Personal Information 

You might say: 

• “I understand they may have shared their own information with others, but I can’t talk about it. I also ask that you respect their privacy and not share it further.” 

✅ Confidentiality still applies, even if the employee chooses to share their own information. 

Need Help? 

Contact your Divisional Disability Representative (DDR) for support: URL