Do not separate the team.
If a lower-load area is offered, the service animal accompanies the handler unless another lawful/safety-specific rule applies.
For public-facing staff
Do not distract the animal.
Do not pet, feed, call, whistle at or deliberately engage the service animal without the handler's permission.
Use the permitted questions only when needed.
When it is not obvious what service an animal provides, ADA guidance limits staff to asking whether the dog is required because of a disability and what work or task it has been trained to perform.
The handler manages the animal.
The establishment is not responsible for feeding, toileting, grooming or supervising the service animal.
Integrate service-animal access into the site profile.
- Keep floor space around service counters and quiet seating usable for the animal.
- Do not place the only calm/recovery option in a location where the animal is prohibited unless a lawful exception truly applies.
- Publish relief-area information when relevant, particularly for transportation, lodging and larger venues.
- Train staff not to interpret autistic communication, stimming, shutdown or overload as a reason to interfere with the animal.
- Include service-animal handling in event, emergency and security procedures.