Open Forum

I have noticed an increased number of service dogs as well as an increase in interest directed toward them. The ADA guidelines are pretty clear on what museums can and cannot ask a person with an animal.

"When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task."

Here is a link to the ADA Guidelines on service animals. Hope this helps!

-------------------------------------------
Steven Prokopchak
Associate Producer
Jamestown-Yorktown Foundation
Williamsburg VA
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

Thank you very much!

Terry McDonald, Executive Director
Roberson Museum and Science Center
www.roberson.org

Original Message------

I have noticed an increased number of service dogs as well as an increase in interest directed toward them. The ADA guidelines are pretty clear on what museums can and cannot ask a person with an animal.

"When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task."

Here is a link to the ADA Guidelines on service animals. Hope this helps!

-------------------------------------------
Steven Prokopchak
Associate Producer
Jamestown-Yorktown Foundation
Williamsburg VA
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

There was a fascinating article in a recent New Yorker about the growth industry of dogs that assist owners but are not service animals.  It appears there's a great deal of misunderstanding about what's legally mandated and apparently incredibly easy to get an animal certified as necessary for emotional support.  The author tested it out with a snake, a pig and a llama.  And sadly, this is having an impact on perceptions of those highly trained service animals that do incredible work with their owners.

Well worth a read.  http://www.newyorker.com/magazine/2014/10/20/pets-allowed

-------------------------------------------
Linda Norris
Independent Museum Professional
Treadwell NY
-------------------------------------------


Original Message:
Sent: 12-09-2014 03:48 PM
From: Steven Prokopchak
Subject: service dogs

I have noticed an increased number of service dogs as well as an increase in interest directed toward them. The ADA guidelines are pretty clear on what museums can and cannot ask a person with an animal.

"When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task."

Here is a link to the ADA Guidelines on service animals. Hope this helps!

-------------------------------------------
Steven Prokopchak
Associate Producer
Jamestown-Yorktown Foundation
Williamsburg VA
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

Thank you for the link Steven.  After reading the guidelines, I also learned that

"Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the ADA." 

This is something that I am finding more common in general that people believe their dog is allowed to go everywhere with them and dog owners say with confidence that they are protected by ADA on this issue.  Of course, there is a balance between being kind to your visitors and caring for the collections which always must be considered.  ADA laws are important to follow, but it is good to know where the line is drawn.  Thanks again Steven for the link.

-------------------------------------------
Scott Scholz
Deputy Director & Curator
Dumbarton House
Washington DC
-------------------------------------------


Original Message:
Sent: 12-09-2014 03:48 PM
From: Steven Prokopchak
Subject: service dogs

I have noticed an increased number of service dogs as well as an increase in interest directed toward them. The ADA guidelines are pretty clear on what museums can and cannot ask a person with an animal.

"When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task."

Here is a link to the ADA Guidelines on service animals. Hope this helps!

-------------------------------------------
Steven Prokopchak
Associate Producer
Jamestown-Yorktown Foundation
Williamsburg VA
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

Here is a good survey article about the "service animal" phenomenon, which fits it into the overall trend toward self-indulgent self help tendencies in our anxious society:  http://www.newyorker.com/magazine/2014/10/20/pets-allowed

good luck- dealing with these situations takes finesse, patience and wisdom.  

Jonathan


-------------------------------------------
Jonathan Katz
CEO/ Executive Producer
Cinnabar
Los Angeles CA
-------------------------------------------


Original Message:
Sent: 12-09-2014 03:48 PM
From: Steven Prokopchak
Subject: service dogs

I have noticed an increased number of service dogs as well as an increase in interest directed toward them. The ADA guidelines are pretty clear on what museums can and cannot ask a person with an animal.

"When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task."

Here is a link to the ADA Guidelines on service animals. Hope this helps!

-------------------------------------------
Steven Prokopchak
Associate Producer
Jamestown-Yorktown Foundation
Williamsburg VA
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

There's a difference between service dogs that are highly trained, and animals that people claim are necessary for their emotional well-being.  The latter is apparently a category that is being abused by people who get "doctor's notes" saying that they must go everywhere with their pets for their (the person's) well-being.  The animals are not trained, and while the doctor's are sometimes legit, that is not always the case.  This can threaten those who legitimately do have to get around with trained service dogs, since people don't really know the difference.

There was recently an article on this issue in the New Yorker - available here:  http://www.newyorker.com/magazine/2014/10/20/pets-allowed

It's a serious issue - but the article is also absolutely hilarious, I recommend it to anyone, even if this is not a concern in your museum! 



Joy Hecht


-------------------------------------------


Original Message:
Sent: 12-09-2014 03:48 PM
From: Steven Prokopchak
Subject: service dogs

I have noticed an increased number of service dogs as well as an increase in interest directed toward them. The ADA guidelines are pretty clear on what museums can and cannot ask a person with an animal.

"When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task."

Here is a link to the ADA Guidelines on service animals. Hope this helps!

-------------------------------------------
Steven Prokopchak
Associate Producer
Jamestown-Yorktown Foundation
Williamsburg VA
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

Dogs that are for emotional support are not considered service animals under the ADA. I'm not sure how to handle this in my museum as I am also seeing more people come in with dogs that are for emotional support. We were told by security to ask for documentation that the animal is a service dog, but I am now reading that under the ADA this is not appropriate. I think the idea behind only being able to ask two questions to the person with the service animal is that you have to trust what they say is true.

-------------------------------------------
Caitlin Maxcy
Senior Visitor Experience Associate
Wolfsonian Florida International University
Miami Beach FL
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

The problem with asking for documentation is that trained service dogs do not necessarily have to go through a program through any organization.  You can train on your own at home.  There really is no overall body for service dogs.  You have individual organizations like Guide Dogs for the Blind but no true governing body which is what makes things difficult.  

I had heard that the ADA was considering re-wording to include emotional support animals such as those used by PTSD sufferers or children with Autism. I am unsure whether this has happened or not. It can be challenging because if someone wants to bring their dog it is difficult to say no. Emotional support animals have become a bit of a grey area and unfortunately you have people that will take advantage due to the fact that no one wants to tell someone "I'm sorry.  I don't believe you."

The way we've done it here in the past was to take them at their word but if the animal started to act up and bark repeatedly, have bathroom issues or otherwise become a disturbance we asked them to leave which you are allowed to do under ADA.  And honestly a well trained service animal would not do those things to begin with.  We did have a couple come in a few weeks back with a puppy in training but once the puppy reached it's limits stimulation-wise the owners were quick to remove it from the building.  They didn't want it to have a bad experience or ruin it for anyone else.  Usually the good, responsible people who actually need them weigh out the bad that just don't want to leave little Sassy Pants at home.

-------------------------------------------
Katherine Paul
Visitor Assistant
Milwaukee Public Museum
Milwaukee WI
-------------------------------------------


Original Message:
Sent: 12-10-2014 02:23 PM
From: Caitlin Maxcy
Subject: service dogs

Dogs that are for emotional support are not considered service animals under the ADA. I'm not sure how to handle this in my museum as I am also seeing more people come in with dogs that are for emotional support. We were told by security to ask for documentation that the animal is a service dog, but I am now reading that under the ADA this is not appropriate. I think the idea behind only being able to ask two questions to the person with the service animal is that you have to trust what they say is true.

-------------------------------------------
Caitlin Maxcy
Senior Visitor Experience Associate
Wolfsonian Florida International University
Miami Beach FL
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

A dog trained to assist sufferers of PTSD is not an ESA - an emotional support animal - they are actual service animals as described under the ADA. ESAs are only allowed special access in living situations like apartments where pets are otherwise not allowed, and on planes with documentation from a doctor - otherwise they get no special treatment or access, including access to museums.

This is a very complicated issue and there is MUCH discussion and controversy about the abuse of the system in the service dog community. I've directed our front line staff to err on the side of access rather than restriction. Because of the limits of the two questions the ADA permits, it really can be difficult to discern a true service animal from an ESA or a pet. However, the staff also knows that visitors with disruptive services animals can be asked to leave (although allowed to return without the animal) as per the ADA. In those cases, security or the manager on duty handles those conversations.

All that being said, our museum has partnered with a local animal shelter on a number of occasions to bring therapy dogs to the museum. (Therapy dogs are a third category - these dogs are highly trained, temperament tested, and certified under several national organizations; they're generally considered "bomb-proof" dogs that can handle any situation calmly.) The therapy dogs and their handlers serve either as greeters near admissions or as listeners for children's reading programs. The visitors absolutely LOVE it.

-------------------------------------------
Sandra Smith
Director of Education and Enterprise
Senator John Heinz History Center
Pittsburgh PA
-------------------------------------------


Original Message:
Sent: 12-10-2014 04:45 PM
From: Katherine Paul
Subject: service dogs

The problem with asking for documentation is that trained service dogs do not necessarily have to go through a program through any organization.  You can train on your own at home.  There really is no overall body for service dogs.  You have individual organizations like Guide Dogs for the Blind but no true governing body which is what makes things difficult.  

I had heard that the ADA was considering re-wording to include emotional support animals such as those used by PTSD sufferers or children with Autism. I am unsure whether this has happened or not. It can be challenging because if someone wants to bring their dog it is difficult to say no. Emotional support animals have become a bit of a grey area and unfortunately you have people that will take advantage due to the fact that no one wants to tell someone "I'm sorry.  I don't believe you."

The way we've done it here in the past was to take them at their word but if the animal started to act up and bark repeatedly, have bathroom issues or otherwise become a disturbance we asked them to leave which you are allowed to do under ADA.  And honestly a well trained service animal would not do those things to begin with.  We did have a couple come in a few weeks back with a puppy in training but once the puppy reached it's limits stimulation-wise the owners were quick to remove it from the building.  They didn't want it to have a bad experience or ruin it for anyone else.  Usually the good, responsible people who actually need them weigh out the bad that just don't want to leave little Sassy Pants at home.

-------------------------------------------
Katherine Paul
Visitor Assistant
Milwaukee Public Museum
Milwaukee WI
-------------------------------------------


Original Message:
Sent: 12-10-2014 02:23 PM
From: Caitlin Maxcy
Subject: service dogs

Dogs that are for emotional support are not considered service animals under the ADA. I'm not sure how to handle this in my museum as I am also seeing more people come in with dogs that are for emotional support. We were told by security to ask for documentation that the animal is a service dog, but I am now reading that under the ADA this is not appropriate. I think the idea behind only being able to ask two questions to the person with the service animal is that you have to trust what they say is true.

-------------------------------------------
Caitlin Maxcy
Senior Visitor Experience Associate
Wolfsonian Florida International University
Miami Beach FL
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

Hi all,
Zoos and Aquariums are in a unique position in that there are situations when having a service animal of any kind in close proximity to a particular exhibit or animal area may not be in the best welfare interest of our animals and the visitor and their service animal. Thus, there are special exceptions we practice regarding full exhibit access. I don't oversee this area so won't give the specifics at the risk of missing any details or getting any incorrect, but I can put you in touch with the department that does handle that if anyone on this thread is interested.

 We  have experienced very isolated examples with people that we are pretty sure are not entirely being honest, but we too as many of you err on the side of inclusiveness. We have very specific wording we use to  ensure all visitors feel welcome,  their need for a service/therapy/assistance animal is not being challenged and adhere to privacy laws. We also have opted to have just a single office handle greeting these visitors so we are consistent with language. When a visitor with a service animal arrives and is greeted at our information kiosk, an alert then goes out on our private radios that there is a service animal on grounds with a description of the visitor so we all know they have been greeted and are aware of the areas they can visit and this is indeed not someone who has  just wandered on with a pet (as a free zoo near a park, this happens a lot). if we see a visitor with an animal and haven't heard something on the radio, rather than approach them ourselves, we simply radio over to guest services to first check and see if the person has been greeted, and if not, describe the individual so one of our trained team members can locate them, greet them, and share the policies. If the visitor confirms it is just a pet, that team member then escorts them politely off grounds. This prevents 10 different people from approaching the visitor which wouldn't be a very pleasant way to start a visit.

L



-----------
Leah Melber PhD
Senior Director, Hurvis Center
Lincoln Park Zoological Gardens
Chicago IL
-------------------------------------------

Original Message:
Sent: 12-10-2014 04:45 PM
From: Katherine Paul
Subject: service dogs

The problem with asking for documentation is that trained service dogs do not necessarily have to go through a program through any organization.  You can train on your own at home.  There really is no overall body for service dogs.  You have individual organizations like Guide Dogs for the Blind but no true governing body which is what makes things difficult.  

I had heard that the ADA was considering re-wording to include emotional support animals such as those used by PTSD sufferers or children with Autism. I am unsure whether this has happened or not. It can be challenging because if someone wants to bring their dog it is difficult to say no. Emotional support animals have become a bit of a grey area and unfortunately you have people that will take advantage due to the fact that no one wants to tell someone "I'm sorry.  I don't believe you."

The way we've done it here in the past was to take them at their word but if the animal started to act up and bark repeatedly, have bathroom issues or otherwise become a disturbance we asked them to leave which you are allowed to do under ADA.  And honestly a well trained service animal would not do those things to begin with.  We did have a couple come in a few weeks back with a puppy in training but once the puppy reached it's limits stimulation-wise the owners were quick to remove it from the building.  They didn't want it to have a bad experience or ruin it for anyone else.  Usually the good, responsible people who actually need them weigh out the bad that just don't want to leave little Sassy Pants at home.

-------------------------------------------
Katherine Paul
Visitor Assistant
Milwaukee Public Museum
Milwaukee WI
-------------------------------------------


Original Message:
Sent: 12-10-2014 02:23 PM
From: Caitlin Maxcy
Subject: service dogs

Dogs that are for emotional support are not considered service animals under the ADA. I'm not sure how to handle this in my museum as I am also seeing more people come in with dogs that are for emotional support. We were told by security to ask for documentation that the animal is a service dog, but I am now reading that under the ADA this is not appropriate. I think the idea behind only being able to ask two questions to the person with the service animal is that you have to trust what they say is true.

-------------------------------------------
Caitlin Maxcy
Senior Visitor Experience Associate
Wolfsonian Florida International University
Miami Beach FL
-------------------------------------------


Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook

Ugh, that New Yorker article is sort of infuriating, for reasons the author herself explained.

I am a Type 1 diabetic, which means the inevitable low blood sugars caused by taking insulin and, well, attempting to live a normal hectic life. Fortunately, I was diagnosed as a 9 year old, and was able to clearly explain and alert my parents to my low blood sugars, and I am privileged enough now to have access to a continuous glucose monitor (CGM) that helps me monitor blood sugar trends (although its accuracy is tenuous).

However, over the lifetime of diabetes, many become "hypo unaware" meaning that they are unable to feel their symptoms of low blood sugar until their blood sugar is at a dangerously low level (as in: passing out, seizures, coma, etc). 

For many people, having diabetic alert dogs who can smell and alert to dropping (or too high) blood sugars has been a lifesaver-some DADs (Diabetic Alert Dogs) are even trained to retrieve things like glucose tablet bottles, orange juice bottles, etc. For children who are diagnosed extremely young, the dog is able to speak for them when they cannot do so themselves. 

The diabetes online community has many stories of people questioning their DADs because "you don't look sick" (seriously, please never say that). People pulling stunts like this author did makes this worse. It's not helping. And from a diabetes perspective, there's already such a stigma associated with the disease that it can be really demoralizing for that individual. 

So, to the question at hand. I think my fellow Pittsburgher has it on the nose. Erring on the side of access rather than prohibition. If an animal proves to be out of hand or acting up, they may be asked to leave. Personally, I've never suspected anyone bringing a pet to an institution I've worked in as "faking it". It's just not something I really think many people do? I don't mean to suggest that it doesn't happen, but I don't think the fakers outnumber the people who genuinely need a dog for PTSD support, diabetes support, balance (Great Danes are awesome at this), or any other seen or unseen condition or disability. 


Cheers,
Tracey 

-------------------------------------------
Tracey Berg-Fulton
Collections Database Associate
Carnegie Museum of Art
Pittsburgh PA
-------------------------------------------

We recently updated our policy regarding admitting service animals based on the specifics of the ADA and our local laws. I'd be happy to share it with those that are interested; just message me your email address and I'll send it.

-------------------------------------------
Sandra Smith
Director of Education and Enterprise
Senator John Heinz History Center
Pittsburgh PA
-------------------------------------------


Original Message:
Sent: 12-18-2014 09:58 AM
From: Tracey Berg-Fulton
Subject: service dogs

Ugh, that New Yorker article is sort of infuriating, for reasons the author herself explained.

I am a Type 1 diabetic, which means the inevitable low blood sugars caused by taking insulin and, well, attempting to live a normal hectic life. Fortunately, I was diagnosed as a 9 year old, and was able to clearly explain and alert my parents to my low blood sugars, and I am privileged enough now to have access to a continuous glucose monitor (CGM) that helps me monitor blood sugar trends (although its accuracy is tenuous).

However, over the lifetime of diabetes, many become "hypo unaware" meaning that they are unable to feel their symptoms of low blood sugar until their blood sugar is at a dangerously low level (as in: passing out, seizures, coma, etc). 

For many people, having diabetic alert dogs who can smell and alert to dropping (or too high) blood sugars has been a lifesaver-some DADs (Diabetic Alert Dogs) are even trained to retrieve things like glucose tablet bottles, orange juice bottles, etc. For children who are diagnosed extremely young, the dog is able to speak for them when they cannot do so themselves. 

The diabetes online community has many stories of people questioning their DADs because "you don't look sick" (seriously, please never say that). People pulling stunts like this author did makes this worse. It's not helping. And from a diabetes perspective, there's already such a stigma associated with the disease that it can be really demoralizing for that individual. 

So, to the question at hand. I think my fellow Pittsburgher has it on the nose. Erring on the side of access rather than prohibition. If an animal proves to be out of hand or acting up, they may be asked to leave. Personally, I've never suspected anyone bringing a pet to an institution I've worked in as "faking it". It's just not something I really think many people do? I don't mean to suggest that it doesn't happen, but I don't think the fakers outnumber the people who genuinely need a dog for PTSD support, diabetes support, balance (Great Danes are awesome at this), or any other seen or unseen condition or disability. 


Cheers,
Tracey 

-------------------------------------------
Tracey Berg-Fulton
Collections Database Associate
Carnegie Museum of Art
Pittsburgh PA
-------------------------------------------

Speak of the devil:

 

http://www.bbc.com/news/magazine-31646970

------------------------------
Kathleen McNeece
Cleveland Museum of Natural History
Cleveland OH
------------------------------

Original Message:
Sent: 12-09-2014 02:35 PM
From: Terry McDonald
Subject: service dogs

More visitors are coming to my museum with "service dogs."

These are not the usual variety, some are hand-held and aid their owners in alleviating anxieties. Is anyone else experiencing this?

Terry McDonald, Executive Director

Roberson Museum and Science Center

www.roberson.org

Find Roberson on FaceBook