Chelsea Rodriguez

Chelsea supports SEA’s growing volunteer program and brings an accessibility lens to customer service. She serves on the TSA passengers with disabilities working group; is a panelist for the ACRP Safety, empowerment, and dignity: Improving the airport journey of customers using wheelchairs study; and co-leads SEA's accessibility advisory committee. She previously worked in the museum field as a volunteer manager.

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Investing in staff: a holistic perspective

This presentation focuses on Seattle-Tacoma International Airport's (SEA) approach to investing in staff to further our accessibility program. SEA has 25,000 badge holders across 800 companies, all with their roles, responsibilities and work culture. Yet the many employees who work at SEA are part of the same airport community and our travelers do not distinguish between employers. To reach our many accessibility goals, SEA's customer service department focuses on four interrelated prongs: customer service standards manual; staff education; quality assurance program; and staff recognition. This presentation directly ties to the Passenger Terminal Expo Race to Quality theme.

The audience will learn:

• SEA access program goals and three-pronged focus (facilities, customer service, engagement)
• A holistic approach to investing in staff to elevate accessibility is required
• The four interrelated approaches are customer service standards, staff education, quality assurance and staff recognition
• Lessons learned along the way include nothing about us without us, growing relationship, iterative process, empowering staff
• SEA is on a journey to elevate accessibility – and is eager to continue that education with attendees