Part of the difficulty is that the people who decide or forecast reasonable adjustments aren't the people who need them. This isn't work related, but it will do as an example:
DD2 needed to do her driving theory test. She has ASD, generalized and social anxiety disorders (diagnosed, treated, medicated), and an expressive language disorder. She goes to a special school with 1:1 support but is cognitively able.
The rules say that you must attend the test centre alone, arrive 15 minutes early, and sit in a set of chairs waiting until the start. This is a problem. She also wears noise cancelling headphones and they're not allowed.
The theory test website gives a list of reasonable adjustments you can ask for:
- Someone to sit beside you during the test - well if it's a stranger, no. Obviously, though, it can't be a family member in case you cheat.
- British Sign Language. She's not deaf
- Subtitles. Not needed
- Voice over. She can read
- Someone to read the questions out and reword them. Not needed.
They didn't mention that the test centre has a private room that can be booked. That would have helped.
In the end, I went to the centre an hour early and explained to the lady that none of the RA applied, and that DD2 would be fine in the test itself. However, getting her into the test would be an issue because her SN means she finds talking to strangers really difficult.
The lady decided that DD1 could arrive at the time of the test instead of 15 minutes early, that I could go with her and get her security checks done before leaving, that they would allocate her a booth in the corner so she only had one person next to her, and they would give her ear plugs and headphones.
Those adjustments wouldn't have made any difference to anyone else, and they probably didn't even know they were made. She would have just looked like someone who was running a bit late. But they allowed her to take her test.
I can see that a RA to not answer the phone is a burden for people that take up the slack, but I think employers could be more flexible and have roles where phone answering is a core part of the job, and roles where email answering is the core part of the job, for instance.