Serving Individuals with Disabilities – A Day in the Life of an American Job Center is a self-paced eLearning module designed to provide tools and resources to support front-line American Job Center staff effectively serve customers with disabilities.  This module includes scenarios to increase organizational learning on strategies to help maximize a seamless customer service experience under the Workforce Innovation and Opportunity Act (WIOA).


The objective of eLearning Module #1 is to support learning in the following key areas:

  • Understanding the Foundation of WIOA's Vision and Section 188;
  • Understanding Disability Related Information:Asking, Telling, Using, and Storing Data;
  • Building Knowledge of Strategies to Maximize Physical and Programmatic Access in the American Job Center; and
  • Being Informed of Effective Communication and Interaction Strategies with Individuals with Disabilities.
In 2021, the eLearning module was updated to include a new Reflect, Relate, and Apply Activity Sheet. Use this accompanying resource as you complete the eLearning module to draw connections between the topics and examples presented and your experiences on the job.