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ENV-SOP-001: Accessible Reception and Registration Points

Standards › Standard 2B › Standard operating procedures (SOPs)

Standard operating procedure (SOP) · ENV-SOP-001 · Version 1.1 · Approved by the ASF Expert Committee

Supports: 2B.1

At a glance

  • Provide at least one reception or registration point at a height a wheelchair user can reach and talk across at eye level.
  • Measure the counter height and record it on ENV-FRM-001.
  • Check the approach route is clear and wide enough for a wheelchair.
  • Re-check the height and approach after any refit or furniture change.
  • Stop and get help straight away if: the accessible point is blocked, too high, or unavailable during opening hours.

1. Purpose

To make sure every person who uses a wheelchair can reach a registration point and speak to a receptionist at eye level, without having to ask for help to be seen [EC].

2. Scope

Applies to Reception, registration and information staff, facilities staff and anyone who designs or changes the reception
Locations All entrances and reception or registration points at the facility
When At design or refit, at each annual check, and after any change in furniture
Does not apply to Waiting areas, covered by the queue procedure ACC-SOP-001

3. Definitions

Term Meaning
Accessible point A counter section that meets the height and approach requirements in this SOP
Eye level The height at which a seated person can see the receptionist’s face across the counter (EC: 0.75 to 0.85 m for the working surface)

4. Background

A counter designed only for a standing person excludes wheelchair users from registration, which is a form of discrimination (see CON-POL-002). Criterion 2B.1 requires a usable point, measured and checked, not an assumption that the desk is accessible.

5. Responsibilities

Role Responsibility Competence
Facilities manager Provides the point; measures and records height; arranges repairs Facilities competence
Reception lead Keeps the point clear and staffed when the desk is open; checks the record Reception training
Reception staff Use the accessible point when a wheelchair user arrives; offer it without being asked Induction

6. Materials and equipment

Item Requirement Condition
Accessible counter section Working surface at the set height (EC); clear knee space underneath Clear and firm
Measuring tape or level Calibrated tape Working
Accessibility check record (ENV-FRM-001) Current Available at reception

7. Safety

8. Before you start

9. Procedure

Step 1. Measure the working surface.

  • Measure the height from the floor to the top of the accessible counter section.
  • Check the knee space under the counter is at least the height set by the committee (EC).
  • Record the measurements on ENV-FRM-001.

Key point: Measurements are the evidence. A photo alone does not show height.

Step 2. Check the approach.

  • Walk the route from the entrance to the point, with a wheelchair if possible.
  • Check the route is at least 90 cm wide (EC) and free of steps and obstacles.
  • Record the result.

Key point: A point that cannot be reached is no use.

Step 3. Keep the point available.

  • Keep the point clear and open during opening hours.
  • If the point cannot be used, arrange an alternative registration at the nearest accessible point and tell the reception lead.

Key point: The point must be usable whenever the reception is open.

Step 4. Offer the point.

  • Offer the accessible point to every wheelchair user without waiting for them to ask.
  • Use the point for the whole registration, not only the first step.

Key point: Offering it prevents people from having to ask for basic access.

Step 5. Check each year.

  • Repeat the measurements and the approach check each year, and after any refit.
  • Record the date and the result. Report any gap to the facilities manager and CON-POL-002 owner.

Key point: Furniture changes and refits often remove access without anyone noticing.

10. Decision points

11. Special situations

Situation Action
Temporary obstruction (for example, a delivery) Clear it at once. If it cannot be cleared, offer the alternative point and record the event.

12. Escalation

13. Monitoring

Measure Target Frequency Owner If not met
Accessible point measured and recorded within the last 12 months Yes Yearly Facilities manager Repair within 14 days
Accessible point available during opening hours (spot check) 100% Monthly, 10 spot checks Reception lead Correct within the shift
Wheelchair users offered the point (sample) 100% Quarterly Reception lead Re-brief staff

14. Records

Record Kept in Retention
ENV-FRM-001 Accessibility Check Record Facilities file the period set by the facility’s records policy years
Photograph of the point with the height measured Facilities file the period set by the facility’s records policy years

15. Training

16. Related documents

ID Title Use
ENV-FRM-001 Accessibility Check Record Used in steps 1 and 2
CON-POL-002 Non-Discrimination and Equal Access to Care Access duty
ACC-SOP-001 Queue and Wait-Time Management Used with the queue
SOP-N22 Disability Inclusion and Accessibility Policy Wider accessibility duties

17. Evidence

Reference Note
E-009 ASF Expert Committee consensus. Counter height range and knee space are EC decisions to confirm against national accessibility rules.

18. Change history

Version Date What changed Approval
1.0 the date of approval First version Approved by the ASF Expert Committee
1.1 the date of approval Internal quality review: corrected cross-references, status wording and document control Approved by the ASF Expert Committee

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