Ending Discrimination at the Drive Thru
From NEXTEP SYSTEMS
Read more and see captioned video: http://nextepsystems.com/ending-discrimination-at-the-drive-thru
Despite the American’s with Disabilities Act of 1990 and the ADA Amendments Act of 2008, people who are Deaf or Hard of Hearing continue to face the challenges posed by discrimination. As repeat defendants in the courtroom, Fast Casual and Quick Service restaurants have been making headlines for decades due to discrimination suits levied against them. McDonald’s, Burger King, Wendy’s, Steak’n Shake and even Starbucks have all had to defend themselves for failing to provide accommodations for individuals who are Deaf or Hard of Hearing, or because of the actions of their employees. Many times, this lack of accommodation, poor employee behavior, or both occurs at the drive thru.
Existing solutions don’t deliver consistent experiences for all
Attempts have been made to accommodate guests with hearing disabilities at the drive thru window by installing “call buttons.” The guest can press a button on the drive thru identifying their need for an alternative means to order and then pull forward to write their order on a simple paper menu. However, this still forces an interaction between the guest and potentially untrained or biased employees.
Whereas the responsibility for ADA compliant employee training falls squarely upon the employer, individual employee actions cannot be accounted for and the potential for discrimination remains, as observed in a recent lawsuit against Starbucks. Though Starbucks posthumously made the statement that the actions of the employees were not in accordance with their values of, “engaging the deaf community as partners and as customers,” the individual actions of their employees could not be contained.
Fortunately, there is a solution that addresses this problem
NEXTEP SYSTEMS developed the World’s Fastest Drive Thru® kiosk in 2006 to streamline the order process and drive revenue for quick service and fast casual restaurants. The touchscreen, all-weather device is the perfect solution to eliminate discrimination against people who are Deaf or Hard of Hearing.
Distributed 2013 by Northern Virginia Resource Center for Deaf and Hard of Hearing Persons (NVRC), 3951 Pender Drive, Suite 130, Fairfax, VA 22030; www.nvrc.org; 703-352-9055 V, 703-352-9056 TTY, 703-352-9058 Fax. Items in this newsletter are provided for information purposes only; NVRC does not endorse products or services. You do not need permission to share this information, but please be sure to credit NVRC. This news service is free of charge, but donations are greatly appreciated.