How to Confidently Handle ADA Accommodation Requests

Understanding your responsibilities under the Americans with Disabilities Act (ADA) is critical for every employer, manager, and HR professional. But when it comes to handling accommodation requests, many organizations still feel uncertain—especially when navigating sensitive employee situations, reviewing medical documentation, or making decisions that could impact workplace operations.

In this post, we break down the ADA accommodation request process into clear, actionable steps. Whether you're just starting to build your HR policies or looking to improve your current practices, this guide will help you manage requests with confidence, empathy, and legal compliance.

What Is an ADA Accommodation Request?

Under the ADA, a reasonable accommodation is any change in the work environment or the way things are typically done that enables an individual with a disability to perform the essential functions of a job.

Accommodations can range from modified work schedules and remote work to physical adjustments in the workplace. Importantly, a request doesn’t have to be formal—a simple conversation or email from an employee indicating a need related to a medical condition may be enough to trigger your responsibilities under the law.

The Interactive Process: What It Is and Why It Matters

Once a request is made, you are required to begin the interactive process—a good-faith dialogue between the employer and the employee to explore possible accommodations.

Steps in the interactive process include:

1. Acknowledge the request

2. Request medical documentation supporting the requested accommodation

3. Conduct Undue Hardship Assessment

4. Grant Reasonable Accommodation or Propose Alternatives

5. Document every step

   
   

This process is ongoing. You may need to revisit and adjust accommodations over time based on performance or changes in medical status.

Medical Documentation, Reasonable Accommodations—and When to Say No

In cases where a disability or need for accommodation isn’t obvious, employers may request medical documentation. This documentation should confirm that the individual has a qualifying disability, explain how it impacts their ability to work, and outline potential accommodations.

While employers must consider accommodations in good faith, they’re not required to implement every suggestion. The law allows for flexibility: accommodations must be effective, but not necessarily the employee’s preferred option. Employers may choose alternatives that meet the employee’s needs while minimizing operational disruption.

In some cases, it's legally justifiable to deny a request—particularly if the accommodation would pose an undue hardship due to cost, logistics, or a fundamental change in how the business operates. If you do need to say “no,” it’s essential to document your reasoning clearly, explore alternative solutions, and communicate with the employee respectfully.

Best Practices for Managing ADA Accommodation Requests

ADA compliance doesn't have to be overwhelming. With clear protocols and a proactive approach, you can manage accommodation requests in a way that supports your team and protects your organization. Some best practices: 

• Train your managers to recognize requests—even informal ones.

• Keep written documentation of every interaction and decision.

• Use standardized forms and checklists to ensure consistency.

• Communicate openly with the employee throughout the process.

• Consult legal or HR experts when in doubt.

Want to go deeper? Join our live workshop on July 15 and get the tools, templates, and clarity you need to handle requests with confidence.

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Disclaimer:

This post is for informational purposes only and does not constitute legal advice. Employment classification laws vary by state and jurisdiction and are subject to change. For advice tailored to your specific circumstances, we strongly recommend consulting a qualified attorney or legal professional. Taking proactive steps now can help mitigate risks and ensure compliance, but only a legal expert can provide guidance that aligns with your unique situation.