Manager Guide: Confidentiality & ADA Etiquette


When an employee raises a request for an accommodation, how you respond matters. The ADA requires that accommodation requests be handled respectfully, confidentially, and in partnership with HR.

Your Role as a Manager

  • Listen and acknowledge the request.

  • Thank the employee for raising it.

  • Direct the request to HR so the ADA interactive process can begin.

  • Participate in the interactive process by providing job-related information, operational context, and practical input when requested by HR.

  • Support and implement any accommodation approved through the interactive process.

Confidentiality Is Critical

  • Information about an employee’s disability or accommodation is private.

  • Do not ask the employee to explain or justify their condition.

  • Do not discuss the request, diagnosis, or accommodation details with others unless HR instructs you to do so.

  • Keep all accommodation-related conversations out of open workspaces.


If you have questions, ask HR — not the employee.

How to Communicate Appropriately

  • Speak to the employee respectfully and professionally.

  • Keep your tone neutral and supportive.

  • Treat the accommodation as a workplace adjustment, not a favor.

  • Continue to include the employee in meetings, communications, and decisions.

What Not to Do

  • Don’t pressure the employee to disclose medical or personal information.

  • Don’t question whether the accommodation is “really needed.”

  • Don’t make comments or jokes about the request.

  • Don’t change meeting structure, participation, or job duties to “work around” the accommodation.

  • Don’t delay or ignore the request.

Working with HR

  • HR manages the interactive process and any documentation.

  • You may be asked to provide input on job duties or operational needs.

  • Follow HR guidance on next steps and implementation.

  • Retaliation for requesting or using an accommodation is strictly prohibited.

If You’re Unsure


If you’re not sure what to say or do at any point:


Pause and contact HR before responding.

This guide is intended to support managers in creating a respectful, compliant, and inclusive workplace.