When a Guest Using a Wheelchair Needs Help, Is Our Frontline Team Ready?
IMPACT trains frontline staff on disability service standards, building on its “Universal Design Role Model Organization” recognition
Picture arriving at IMPACT Muang Thong Thani as a guest who uses a wheelchair. A security officer at the entrance already knows the nearest ramp and walks over to point the way — before you even have to ask.
That's not an accident. It's exactly what IMPACT is training its frontline staff to do. Building on IMPACT Muang Thong Thani's “Universal Design Role Model Organization” certificate, awarded at the “UD (Universal Design) Fair for Persons with Disabilities and Wellbeing for All” event, our operations team recently took the next step: a hands-on workshop titled “Raising Service Standards for the 7 Types of Disabilities for Frontline Staff,” organized by the Universal Design Research Unit for All (UD-THAM), Faculty of Architecture and Planning, Thammasat University.
What Are the 7 Types of Disabilities IMPACT Staff Need to Support?
The training's core goal: equip frontline staff — the people closest to guests — to recognize and support all 7 legally defined categories of disability:
- Visual disability
- Hearing or communication disability
- Physical or mobility disability
- Mental or behavioral disability
- Intellectual disability
- Learning disability
- Autism spectrum disability
What Did the Training Actually Cover?
Theory session: Staff learned Universal Design principles as they apply directly to service work, along with a refresher on the legal rights and correct practices around disability access — the “why” behind the standards, not just the “what.”
Hands-on workshop: Participants practiced observation techniques for offering help, safe methods for assisting with movement and navigation, and how to manage accessibility infrastructure such as ramps, lifts, and parking — plus coordination procedures for emergencies
"Universal Design is more than just about spaces.
"This training helps unlock the potential of IMPACT's frontline personnel, ensuring they are fully equipped to deliver proper care standards for people with all types of disabilities. Together, we are driving our organization forward to become a destination that welcomes everyone with care and equality.
Khun Supaporn Pumruang
Assistant Director of Operations
