Assisting Customers with Multiple Sclerosis

Multiple sclerosis (MS) is a chronic, progressive illness that affects the nerves in the brain, spinal cord, and other parts of the central nervous system. MS is an autoimmune disease, which means the body’s immune system targets itself, attacking cells, tissues and organs. Multiple sclerosis affects 2-3 times as many women as men.

Three Main Types of Multiple Sclerosis

1. Relapsing-remitting MS: This type shows clearly defined relapses with some amount of recovery in between. It affects about 80% of all people with MS.

2. Secondary progressive MS: While technically a form of progressive MS, this type acts more like a relapsing form of MS in its early-to-mid stage, with relapses and remissions being quite common. But then a more continuous loss of physical and cognitive functions starts to take over, and relapses become less common. Fifty percent of people with relapsing-remitting MS will develop secondary progressive MS within 10 years of their initial diagnosis.

3. Primary progressive MS: In this type of multiple sclerosis, there are no relapses, but over a period of years, there is gradual loss of physical and cognitive functions. This form of MS affects about 10% of all people with MS.

www.MSActiveSource.com 

Symptoms of MS

MS is often characterized by a pattern of exacerbation (increase in symptoms) and remission (decrease in symptoms). Symptoms may be mild, such as numbness in the limbs, or severe, such as paralysis or loss of vision. Possible symptoms include fatigue, loss of coordination, muscle weakness, spasticity, numbness, slurred speech, visual difficulties, paralysis, muscle cramps, bladder or bowel problems, and sexual dysfunction.

The initial symptoms of MS are most often difficulty walking; abnormal sensations such as numbness or "pins and needles"; and pain and loss of vision due to optic neuritis, an inflammation of the optic nerve. Less common initial symptoms may include tremor; lack of coordination; slurred speech; sudden onset of paralysis, similar to a stroke; and decline in cognitive function (National Multiple Sclerosis Society).

Things that can be done to moderate or relieve MS symptoms, include physical therapy, exercise, vocational and cognitive rehabilitation, attention to diet, adequate rest, and counseling (National Multiple Sclerosis Society, 2003).

 Note: People with MS may develop some of the limitations mentioned above, but seldom develop all of them. Also, the degree of limitation will vary among individuals. Be aware that not all people with MS will need accommodations to perform their jobs and many others may only need a few accommodations.

Possible Accommodations

*Cognitive:

• Provide written instructions
• Prioritize assignments
• Allow periodic rest periods to reorient
• Provide memory aids, such as schedulers or organizers
• Minimize distractions
• Allow a self-paced workload
• Reduce stress
• Provide more structure
• Allow a flexible schedule
• Allow work from home

*Physical:

• Offer the ergonomic workstation
• Provide alternative computer access including personal assistance
• Provide alternative telephone access
• Provide arm supports
• Provide writing and grip aids
• Provide a page turner and a book holder
• Provide a note taker(electronic or person)
• Provide accessible rooms (for those using wheelchairs or scooters)
• Provide accessible routes of travel to other work areas used by the customer
• Make sure materials and equipment are within reach range (sit in chair and see if you can reach without leaning forward)

*Communication:

• Use the Language Line
• Provide speech amplification, speech enhancement, or other communication device
• Use written communication, such as email or fax

*Visual:

• Magnify written material using hand/stand magnifiers
• Provide large print material or screen reading software (JAWS and Zoom-Text)
• Control glare by adding a glare screen to the computer
  

Updated October, 2007 by Sheila Johnson