Last month, the EEOC announced a $250,000 settlement with The Results Companies, a call center outsourcing firm, over its refusal to accommodate a blind employee’s use of screen reader software.
The case is a classic example of what not to do.
🔍 The Details
The employee—blind and highly experienced in customer service—was hired and immediately requested to use JAWS screen reader software, a standard tool for the visually impaired. She even provided a licensed copy through Texas Workforce Solutions and included contact info for both her vocational counselor and the software publisher to help with installation.
Instead of making a real effort:
- The company claimed the software was outdated,
- Told her to resign until she had a newer version,
- Then ignored her offer of free assistance from experts,
- And fired her when the updated software wasn’t installed in time.
Two hours of troubleshooting and zero follow-up = a lawsuit.
📜 The Legal Framework
Under the ADA, employers must provide reasonable accommodations unless doing so would cause undue hardship. That means being proactive, informed, and engaged—not dismissive or inflexible.
🧠 Key Takeaways for Employers
✅ Don’t dismiss an accommodation just because your IT team hasn’t used the software before.
✅ The interactive process isn’t a suggestion—it’s a legal requirement.
✅ If the employee provides access to free expert help, use it.
✅ Document everything and show real effort to comply.
As EEOC Dallas Director Travis Nicholson said, “Generalized conclusions will not support a claim of undue hardship.”
📣 The message is clear: Accommodations involving new or unfamiliar tech require meaningful follow-up—not quick excuses.
🏢 Employers should:
• Review and update accommodation procedures.
• Train supervisors and IT staff on ADA obligations.
• Treat accommodation requests like compliance mandates—not optional favors.