This document provides information about sensitivity training for interacting with visually impaired individuals. It begins by explaining that common reactions to blindness, such as discomfort or unwanted assistance, are understandable but can be avoided. The document then outlines keys to remember, such as treating blind individuals with dignity and respect and always asking how they can be assisted rather than assuming. It also discusses various causes of visual impairment and definitions of conditions like cataracts and macular degeneration. The document covers workplace rights and accommodations for blind individuals as well as assistive technologies that enable job functions. It profiles the Lions World Services for the Blind rehabilitation program and the qualifications for Contact Collection Representative roles at the IRS.

1. Sensitivity Training
Diverse Audiences
an informative look at the
visually impaired & blind
community

2. Introduction
How do you react when you see or meet someone who is
visually impaired or blind? Are you so uncomfortable that
you freeze up or ignore him or her? Does your pity and
lack of information cause you to insist on helping even
when it may not be needed? These are very common,
understandable reactions, but avoidable. The information
provided here is meant to help you to feel more at ease so
that you can be yourself the next time the situation arises.
Please keep in mind that this information applies to
severely visually impaired or totally blind individuals.
Many visually impaired individuals have enough vision to
travel, dine, etc with little or no assistance.

3. Objective
This Lesson Will Raise Awareness on Blind and Visually
Impaired Individuals in
• The workplace
• The streets
• Dining
• Social situations

4. Keys to Remember
• The first and most important key to remember is that every
visually impaired person you meet is an individual, with
different amounts of vision, training, and needs; you cannot
categorize people who are visually impaired any more than
you can those who are not. You often even cannot make
assumptions regarding the same person, because their needs
will vary with the situation.
• The second key is always ask. Please do not assume that you
or anyone else will know what the visually impaired person
needs better than they. It may feel uncomfortable to ask, but
it is definitely better than the alternatives. Act without asking
only when there appears to be an immediate physical danger,
even then, proceed with caution. If the person requests your
assistance, ask in what way you can help; let him/her show or
tell you. If the person refuses your assistance, try not to take
offense; most people like to be as independent and capable as
possible and visually impaired individuals are certainly no
exception.

5. Keys To Remember (cont)
• The last thing a visually impaired individual wants is
your pity. Granting unnecessary privileges,
indulgences or assistance is usually seen as
demeaning and humiliating, regardless of intent.
They want to be treated with the same dignity and
respect you would show any other friend,
acquaintance or stranger.
• Try to remember that this is a person first. Someone
with limited or no vision second. He or she has
interests, skills, likes and dislikes friends and family
just as you do. You can decrease your discomfort by
seeing this individual as more like yourself than
different. Try to relax and let your common sense
guide you.

6. What You Should Know
Blindness is no respecter of persons. It
strikes without regard to race, religion, sex
or nationality. In the United States, 1.3
million Americans age 25 and older have
severe visual impairments, causing them
to make adjustments in areas of careers
and everyday living situations.
Some causes of visual impairments
and/or blindness include but are not
limited to: Cataracts, Age-Related Macular
Degeneration, Diabetic Retinopathy,
Retinitis Pigmentosa, and Optic Nerve
Atrophy.

7. • A Cataract is a clouding of the lens in the eye that
affects vision. Most cataracts are related to aging
and are very common in older people. The lens
must be clear for the retina to receive a sharp
image. If the lens is cloudy from a cataract, the
image you see will be blurred.
• Age Related Macular Degeneration is a disease
that blurs the sharp, central vision you need for
“straight-ahead” activities such as reading,
sewing, and driving. AMD affects the macula, the
part of the eye that allows you to see fine detail.
The macula is located in the center of the retina,
the light-sensitive tissue at the back of the eye
that instantly converts light, or an image, into
electrical impulses. The retina then sends these
impulses, or nerve signals, to the brain.

8. • Diabetic Retinopathy is a complication of diabetes
and a leading cause of blindness. It occurs when
diabetes damages the tiny blood vessels inside the
retina, the light-sensitive tissue at the back of the
eye. A healthy retina is necessary for good vision
• Retinitis Pigmentosa (RP) is a hereditary,
degenerative condition of the retina which results
in loss of peripheral vision or “tunnel vision”.
Initially starts with difficulty in seeing in dimly lit
settings and progresses to a significant visual
impairment.
• Optic Nerve Atrophy damage or degeneration to the
optic nerve which carries visual signals to the brain.
Vision loss will be dependent on the amount of
damage, but may include blurred vision, poor color
and night vision, and light sensitivity.

9. Americans with Disabilities Act
Congress passed the Americans with Disabilities Act (ADA) on
July 26, 1990. Here are three of its employment provisions:
• Beginning July 26, 1992, the ADA states that employers
with 25 or more employees may not discriminate against
qualified individuals with disabilities. Two years later,
employers with 15 or more employees will be covered by the
Act.
• Employers must reasonably accommodate the
disabilities of qualified applicants or employees,
unless an undue hardship on the operation of the business
would result.
• Complaints may be filed with the Equal Employment
Opportunity Commission. Available remedies include
back pay and court orders to stop discrimination.

10. Workplace Diversity
Blind and visually impaired workers have proven
their value in a wide range of occupations. Technology
further enables them to do more jobs than ever thought
possible. Although some accommodation may be
needed, it is often low in cost and easy to implement. The
additional investment required is relatively small, and
the return—in gaining or retaining loyal, high-quality
employees who help to diversify the workforce—
makes the return on investment a good one.
Contrary to popular belief, blind or visually impaired
workers are productively employed in a wide range of
occupations, including lawyers, judges, teachers,
computer programmers, psychologists, artists,
accountants, secretaries, astronomers, customer
service representatives, food service workers,
financial analysts and more.

11. Blind People in the Workplace (cont)
Vision loss is not incapacitating, but it does
have an impact on nearly every daily
activity. Meeting this challenge depends
primarily on the individual. There is life after
sight loss, and it can be rich and fulfilling. It takes
motivation and determination, encouragement
and a positive attitude. It is up to the person who
is visually impaired and to those around him/her
to create them.

12. Assistive Technology
There is a variety of equipment used to aid in the work
force. The IRS has several of these products for its visually
impaired employees if needed.
• JAWS (job access with speech) is a screen reader software
program that allows blind or visually impaired users to read the
text that is displayed on the computer screen with a speech
synthesizer.
• CCTV is a video magnifier, or closed-circuit television (CCTV)
system, uses a stand-mounted or handheld video camera to
project a magnified image onto a video monitor, a television
(TV) screen, or a computer monitor.
• Braille Displays provide access to information on a
computer screen by electronically raising and lowering
different combinations of pins in Braille cells. The Braille
display sits on the user’s desk, often underneath the computer
keyboard.

13. Assistive Technology (cont)
• Zoom Text is a screen magnification system
enlarges text and graphics on a computer screen.
• Braille Printers receive data from computer
devices and emboss that information in Braille
onto paper through the use of solenoids that
control embossing pins.
• Braille Translator takes a document and converts
it into a Braille file. The Braille file can then be
sent to a Braille printer or read on a Braille
display or a personal digital assistant.

14. Lions World Services for the Blind
Lions World Services for the Blind was founded in 1947
by Roy Kumpe to serve people who are blind and visually
impaired who needed to learn independent living skills
or job training skills that considered the special
requirements of their individual visual impairments. The
goal of the rehabilitation center then, and today, is to
prepare the individual who is blind or visually impaired
to function independently in our "sighted" society. Lions
World Services for the Blind has played a major role
nationwide in the development of new vocational
programs that utilize assistive technology and
enhancements in adaptive equipment to bring more job
opportunities to people who are blind or visually
impaired. There are several opportunities with the IRS
including a Contact Collection Representative.

15. Contact Collection Representative
Curriculum Qualifications:
• Lectures and textbook study of • Must be U.S. citizen.
technical information about tax
law, regulations and IRS • High School diploma or GED
procedures. with four years of college or
• Training on how to obtain equivalent work experience
information on the taxpayer’s • The ability to read print at 100
financial status, potential levy wpm with 75% comprehension
sources and whereabouts, in or Braille at 80 wpm with 75%
order to encourage voluntary comprehension
compliance with federal tax laws,
and initiate corrective action to • 90% accuracy on a math test
prevent future delinquencies. (using a calculator)
• The trainee also receives practical • 12th grade spelling level
experience on how to conduct • Filling out forms with a
telephone interviews, to demand keyboarding speed of 30 wpm
full payment of delinquent taxes • Ability to work well with people
and immediate filing of
delinquent returns. under pressure

16. References
 Lions World Services for the Blind,
 Center for the Visually Impaired,
 Wikipedia,
 National Federation of the Blind