Here are the pertinent parts of my service animal policy that I wrote:
Federal law defines service animals as a dog or miniature horse. XXX employees must permit service animals access when it is readily apparent that the dog or miniature horse is trained to do work or perform a task for a disabled person. Examples include guiding a person who is blind or has low vision; pulling a wheelchair; or providing assistance with stability or walking.
If the need for a service animal is not readily apparent, XXX employees shall ask only these two questions:
1. Is that a service animal required because of a disability?
2. What work or task has the animal been trained to perform?
If the answer to the first question is ‘Yes’ and the person identifies a work or task that manages or assists with a disability, the person and service animal are permitted entry to XXX facilities.
If the answer to the first question is ‘No’, or the person cannot identify a work or task that manages or assists with a disability, it is not a service animal and XXX will not permit entry of the animal to XXX facilities.
If the animal is identified as a pet, emotional support or comfort animal, XXX will not permit entry to XXX facilities. If the animal is denied entry, the patient shall be offered the opportunity to obtain services without the animal.
XXX employees shall not require the person or service animal produce any documentation of training or certification of the service animal; require the service animal to wear any harness, vest, badge, ID tag or other markers of service animal status; ask that the animal demonstrate its work or task; or ask any questions about the person’s disability.
If there is doubt if the service animal qualifies for access, XXX employees shall permit entry to XXX facilities and then consult with the Risk Management Administrator or Clinic Manager regarding future access.
General considerations for service animals include service dogs can be any type of dog breed. Allergies, cultural prohibitions of dogs and fear of dogs are not valid reasons for denying access or refusing service to people using service dogs. Staff are not required to provide care or food for a service animal. The handler is responsible for caring for, supervising and cleaning up after the service animal.
A service animal may be prohibited from entering the premises, and the handler may be asked to remove the service animal from the premises, such as if:
• the service animal is out of control or causes a risk of harm and the handler does not take effective action to control it;
• the service animal is not housebroken;
• the facility cannot accommodate the miniature horse’s type, size, and weight;
• admitting the service animal would fundamentally alter the nature of a service or program; and
• the service animal’s presence will compromise legitimate safety requirements necessary for safe operation of the facility, or poses a legitimate safety concern or direct threat to the health and safety of patients, visitors, and staff that cannot be eliminated.
Please consult with the Risk Management Administrator or Clinic Manager before denying access or asking for the removal of a service animal.
There are people out there who file agency complaints or legal claims if they are denied access with a service animal or inappropriate questions are asked, or inappropriate requirements are imposed. This is why I emphasize to my staff about only asking two questions, and not asking for registration papers, dog vests, or the disability of the handler.