Accommodating Service Members and 

Veterans with Post-Traumatic Stress 

Disorder (PTSD) 

Occupation and Industry Series 
Practical Solutions • Workplace Success 

2 

Preface 

The Job Accommodation Network (JAN) is a service of the Office of Disability 

Employment Policy of the U.S. Department of Labor. JAN makes documents available 

with the understanding that the information be used solely for educational purposes. 

The information is not intended to be legal or medical advice. If legal or medical advice 

is needed, appropriate legal or medical services should be contacted. 

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contacting product manufacturers/vendors and service providers directly to ensure that 

they meet the intended purposes. This guarantees that the most up-to-date information 

is obtained. 

The following document is not copyrighted and reproduction is encouraged. Section 

105 of the Copyright Law provides that no copyright protection is available for works 

created by the U.S. Government. Therefore, all works created by JAN fall under this 

provision. While individuals may use such work with impunity, individuals may not 

claim copyright in the original government work, only in the original material added. 

Individuals may access the full text of the law from the U.S. Copyright Office 

http://www.loc.gov/copyright. Please note that specific information cited by JAN may be 

copyrighted from other sources. Citing secondary sources from a JAN publication may 

violate another organization's or individual's copyright. Permission must be obtained 

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are not altered, and that proper credit is given to JAN as the source of the information. 

For further information regarding this or any other document provided by JAN, please 

contact JAN. 

Authored by Melanie Whetzel, M.A. Updated 6/28/10. 
Practical Solutions • Workplace Success 

3 

JAN’S OCCUPATION AND INDUSTRY SERIES

Introduction

JAN’s Occupation and Industry Series is designed to help employers determine 

effective accommodations for their employees with disabilities and comply with title I of 

the Americans with Disabilities Act (ADA). Each publication in the series addresses a 

specific occupation or industry and provides information about that occupation or 

industry, ADA issues, accommodation ideas, and resources for additional information. 

The Occupation and Industry Series is a starting point in the accommodation process 

and may not address every situation. Accommodations should be made on a case by 

case basis, considering each employee’s individual limitations and accommodation 

needs. Employers are encouraged to contact JAN to discuss specific situations in more 

detail. 

For information on assistive technology and other accommodation ideas, visit JAN’s 

Searchable Online Accommodation Resource (SOAR) at http://AskJAN.org/soar. 

Information about Combat-Related Post-Traumatic Stress Disorder 

(PTSD) 

What is PTSD? 

PTSD is an anxiety disorder that can develop in response to a traumatic event that has 

caused intense fear, helplessness, or horror (NAMI, n.d.). 

How many veterans have PTSD? 

While exposure to a traumatic event is not uncommon, about 8% of the American 

population will develop PTSD at some point in their lives. Among military veterans, 

PTSD is quite common. Due to the daily exposure to potentially traumatic events, 

recent data suggest that approximately one in every five service members who return 

home from deployment in Afghanistan and Iraq have symptoms of PTSD or depression 

(America's Heroes at Work, n.d.). 

Employees who are veterans of previous military conflicts may benefit from this 

information as well (NAMI, n.d.; America's Heroes at Work, 2009). Statistics from the 

National Center for PTSD (2007) show that PTSD occurs in about 30% of Vietnam 

veterans, 10% of Gulf War veterans, and 6% to 11% of veterans of the Afghanistan war. 

What are the symptoms of PTSD? 

Possible symptoms associated with PTSD are flashbacks, stress reactions, and 

avoidance behavior. A flashback is the re-experiencing of the ordeal, intrusive 

memories, and nightmares (America’s Heroes at Work, 2009). A stress reaction may 
Practical Solutions • Workplace Success 

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be provoked when an individual experiences an incident or situation that reminds him or 

her of the traumatic event (America’s Heroes at Work, 2009). Avoidance of people, 

places, and activities that are reminders of the trauma is a significant characteristic of 

PTSD (National Center for PTSD, 2007). Symptoms may also include feeling 

disconnected from others, emotional “numbing,” sleep disturbances, problems with 

concentration, and irritability and/or angry outbursts. Being very alert and watchful to 

danger, feeling “on edge,” experiencing exaggerated jumpiness, and/or being easily 

startled may also be associated with PTSD (Anxiety Disorder Association of America, 

n.d.). 

Although many persons involved in traumatic events experience a brief state of anxiety 

and depression after the occurrence, those with PTSD experience many of the 

symptoms listed above for well over a month and cannot function as they were able to 

prior to the event. Signs and symptoms of PTSD usually begin within several months of 

the event. However, symptoms may not occur until many months or even years 

following the trauma. Those who develop PTSD may not experience all of the 

symptoms and behaviors listed above. 

How is PTSD treated? 

PTSD treatment often combines both medication and psychotherapy, including 

individual, group, and family therapies. This combined approach can help improve 

symptoms and teach skills to better cope with the traumatic event and its aftermath 

(National Center for PTSD, 2007). 

PTSD and the Americans with Disabilities Act

Is PTSD a disability under the ADA?

The ADA does not contain a list of medical conditions that constitute disabilities. 

Instead, the ADA has a general definition of disability that each person must meet 

(EEOC, 1992). Therefore, some people with PTSD will have a disability under the ADA 

and some will not. 

A person has a disability if he/she has a physical or mental impairment that substantially 

limits one or more major life activities, a record of such an impairment, or is regarded as 

having such an impairment (EEOC, 1992). For additional information on the ADA 

definition of disability, go to JAN's Accommodation and Compliance Series: The ADA 

Amendments Act of 2008 at http://AskJAN.org/bulletins/adaaa1.htm. 

Where can employers get additional information about PTSD and the ADA? 

JAN provides resources on mental health impairments and the ADA at 

http://AskJAN.org/media/psyc.htm. This includes accommodation ideas, information on 

the ADA and its amendments, and guidance from the Equal Employment Opportunity 

Commission. Two EEOC guidances that may be helpful working through the 
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accommodation process are: The ADA and Psychiatric Disabilities at 

http://www.eeoc.gov/policy/docs/psych.html and The ADA: Applying Performance and 

Conduct Standards to Employees with Disabilities at 

http://www.eeoc.gov/facts/performance-conduct.html.

Accommodating Veterans with PTSD

Note: Veterans with PTSD may develop some of the limitations discussed below, but 

seldom develop all of them. Also, the degree of limitation will vary among individuals. Be 

aware that not all veterans with PTSD will need accommodations to perform their jobs 

and many others may only need a few accommodations. The following is only a sample 

of the possibilities available. Numerous other accommodation solutions may exist. 

Questions to Consider: 

1. What limitations is the veteran with PTSD experiencing? 

2. How do these limitations affect the veteran and the veteran’s job performance? 

3. What specific job tasks are problematic as a result of these limitations? 

4. What accommodations are available to reduce or eliminate these problems? Are all 

potential resources being used to determine possible accommodations? 

5. Has the veteran with PTSD been consulted regarding possible accommodations? 

6. Once accommodations are in place, would it be useful to meet with the veteran with 

PTSD to evaluate the effectiveness of the accommodations and to determine whether 

additional accommodations are needed? 

7. Do supervisory personnel and employees need training regarding PTSD? 

Accommodation Ideas: 

Maintaining Concentration: 

 Increase natural lighting or provide full spectrum lighting 

 Reduce clutter in the workspace 

 Restructure job to include only essential functions 

 Reduce distractions in the work environment 

 Provide space enclosures or a private space

 Allow the veteran to play soothing music using a headset

 Provide a noise cancelling headset

 Divide large assignments into smaller goal oriented tasks or steps

 Plan for uninterrupted work time 
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Memory Deficits: 

 Provide written instructions 

 Use a wall calendar 

 Use a daily or weekly task list 

 Provide verbal prompts and reminders 

 Use electronic organizers or hand held devices 

 Allow the veteran to tape record meetings 

 Provide written as well as verbal instructions 

 Provide printed minutes of each meeting 

 Allow additional training time for new duties 

 Provide reminders of important deadlines via e-mails, memos, and weekly 

supervision 

 Provide mentor for daily guidance 

 Use notebooks, planners, or sticky notes to record information for easy retrieval 

 Provide cues to assist in location of items by using labels, color coding, or 

bulletin boards 

Time Management / Completing Tasks: 

 Make daily TO-DO lists and check items off as they are completed 

 Provide organizational tools such as electronic schedulers, pace setters, memo 

recorders, software organizers, calendars 

 Divide large assignments into smaller tasks and steps 

 Schedule weekly meetings with supervisor, manager, or mentor to determine if 

goals are being met 

 Remind employee of important deadlines via memos or e-mail 

 Assign a mentor to assist with determining goals, providing daily 

guidelines, reminding of important deadlines 

 Consider providing training on time management 

 Coping with Stress: 

 Allow longer or more frequent work breaks as needed

 Provide backup coverage for when the veteran needs to take breaks

 Provide additional time to learn new responsibilities

 Restructure job to include only essential functions during times of stress

 Assign a supervisor, manager, or mentor to answer the veteran's questions 

 Allow for time off for counseling

Working Effectively with Coworkers: 

 Encourage the veteran to walk away from frustrating situations and 

confrontations

 Allow the veteran to work from home part-time

 Provide partitions or closed doors to allow for privacy
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 Provide disability awareness training to coworkers and supervisors 

Dealing with Emotions: 

 Encourage use of stress management techniques to deal with frustration

 Allow the presence of a support animal

 Allow telephone calls during work hours to doctors and others for needed support

 Use a mentor or supervisor to alert the veteran when his/her behavior is 

becoming unprofessional or inappropriate

 Allow frequent breaks 

 Refer to employee assistance programs (EAP) and veterans' centers

Sleep Disturbances: 

 Allow for a flexible start time

 Combine regularly scheduled short breaks into one longer break

 Provide a place for the veteran to sleep during break 

 Allow the veteran to work one consistent schedule

 Provide a device such as a Doze Alert or other alarms to keep the veteran alert 

Absenteeism and Tardiness: 

 Allow for a flexible start time or end time or work from home

 Provide straight shift or permanent schedule

 Count one occurrence for all PTSD-related absences 

 Allow the veteran to make up the time missed 

Panic Attacks: 

 Allow the veteran to take a break and go to a place where s/he feels comfortable 

to use relaxation techniques or contact a support person

 Identify and remove environmental triggers such as particular smells or noises 

 Allow the presence of a support animal 

Working Effectively: 

Two common issues that JAN receives inquiries on are: (1) what accommodations will 

work for individuals with PTSD when workplaces are implementing substantial changes, 

and (2) what accommodations will help supervisors work effectively with individuals with 

PTSD. Many accommodation ideas are born from effective management techniques. 

When organizations are implementing workplace changes, it is important that key 

personnel recognize that a change in the environment or in supervisors may be difficult. 

Maintaining open channels of communication to ensure any transitions are smooth, and 

providing short weekly or monthly meetings with employees to discuss workplace issues 

can be helpful. 
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Supervisors can also implement management techniques that support an inclusive 

workplace culture while simultaneously providing accommodations. Techniques include 

the following: 

 Provide positive praise and reinforcement, 

 Provide day-to-day guidance and feedback, 

 Provide written job instructions via email, 

 Develop clear expectations of responsibilities and the consequences of not 

meeting performance standards, 

 Schedule consistent meetings with employee to set goals and review progress, 

 Allow for open communication, 

 Establish written long term and short term goals, 

 Develop strategies to deal with conflict, 

 Develop a procedure to evaluate the effectiveness of the accommodation, 

 Educate all employees on their right to accommodations, 

 Provide sensitivity training to coworkers and supervisors, 

 Do not mandate that employees attend work related social functions, and 

 Encourage all employees to move non-work related conversations out of work 

areas. 

Situations and Solutions: 

A veteran with PTSD who was employed as a computer programmer had difficulty 

communicating with a supervisor. Due to a previous incident, the employee’s stress 

reaction was triggered by meetings with the supervisor. Instead of reporting to the 

supervisor for a weekly meeting on progress, the supervisor now pulls a report 

completed by the employee that shows progress on certain projects. A call-in policy 

where the employee was required to speak to her supervisor to report an absence was 

also modified. Now the employee calls an extension that was set up for the purpose of 

reporting absences. 

A veteran who has PTSD was returning to civilian work. He was assigned to a cubicle in 

an office setting. Because of the cubicle’s placement, the employee had no choice but 

to have his back to the opening, which caused him to have flashbacks from when he 

was in combat. The individual was accommodated with a mirror that was attached to 

his computer monitor so that he could see when coworkers enter his workspace. 

A retired Army medic, who is now a nurse, had difficulty managing stress in the 

workplace due to her PTSD. Her stress intolerance was intensified when she heard the 

emergency medical helicopter arrive and depart from the hospital where she works. 

The nurse was reassigned to a vacant position on a unit that is farthest from the helipad. Because she could no longer hear the helicopter, she was able to effectively 

manage her job stress. 
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A sales representative with PTSD was reprimanded for arriving to work late because 

she had difficulty traveling during peak traffic times. She recently returned from National 

Guard service. She was accommodated by changing her start time to an hour later so 

she could avoid peak traffic times, and she was allowed to work from home two days a 

week. 

A veteran with bipolar and PTSD had issues with his medication and needed time off 

from work, approximately half a day, in order to take care of his medical appointments. 

The employee had been on the job for seven months and had used his accrued time. 

He was accommodated with unpaid, intermittent leave under the ADA. 

A veteran with PTSD had difficulty sleeping because of nightmares and focusing while 

having to multitask. He also experienced mood swings and lost his temper several times 

at work. He had not been disciplined for the outbursts, but decided it was time to 

disclose his disability and ask for accommodations. Because the optimal time for 

disclosing a disability and asking for an accommodation is before problems at work 

become too far advanced, a consultant at JAN provided technical assistance on how to 

disclose a disability and write an accommodation request letter. 

Products: 

There are numerous products that can be used to accommodate people with limitations. 

JAN's Searchable Online Accommodation Resource (SOAR) at http://AskJAN.org/soar 

is designed to let users explore various accommodation options. Many product vendor 

lists are accessible through this system; however, upon request JAN provides these 

lists and many more that are not available on the Website. Contact JAN directly if you 

have specific accommodation situations, are looking for products, need vendor 

information, or are seeking a referral. 
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Resources 

Job Accommodation Network 

West Virginia University 

PO Box 6080 

Morgantown, WV 26506-6080 

Toll Free: (800)526-7234 

TTY: (877)781-9403 

Fax: (304)293-5407 

jan@askjan.org 

http://AskJAN.org 

The Job Accommodation Network (JAN) is a free consulting service that provides 

information about job accommodations, the Americans with Disabilities Act (ADA), and 

the employability of people with disabilities. 

Office of Disability Employment Policy 

200 Constitution Avenue, NW, Room S-1303 

Washington, DC 20210 

Toll Free: (866)633-7635 

TTY: (877)889-5627 

Fax: (202)693-7888 

http://www.dol.gov/odep/ 

The Office of Disability Employment Policy (ODEP) is an agency within the U.S. 

Department of Labor. ODEP provides national leadership to increase employment 

opportunities for adults and youth with disabilities while striving to eliminate barriers to 

employment. 

America's Heroes at Work 

AmericasHeroesAtWork@dol.gov 

http://www.AmericasheroesAtWork.gov 

America's Heroes at Work is a U.S. Department of Labor (DOL) project that addresses 

the employment challenges of returning service members living with Traumatic Brain 

Injury (TBI) and/or Post-Traumatic Stress Disorder (PTSD) - an important focus of the 

President's veteran's agenda. The project equips employers and the workforce 

development system with the tools they need to help returning service members 

affected by TBI and/or PTSD succeed in the workplace - particularly service members 

returning from Iraq and Afghanistan. 

Army Soldier and Family Assistance Centers 

Toll Free: (800)984-8523 

Direct: (202)782-2071 

http://sfac.wramc.amedd.army.mil/default.aspx 
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The Army Soldier and Family Assistance Centers (SFAC) is a team consisting of 

enlisted Soldiers and civilian employee appointed by the Garrison Commander to 

coordinate resources and act as a point of contact for patients and their family 

members. The SFAC is open to assist patients who have been evacuated to Walter 

Reed Army Medical Center from Operation Iraqi Freedom (OIF) and Operation Enduring 

Freedom (OEF). The SFAC also assists the family members of those patients. 

Army Wounded Warrior Program 

200 Stovall Street 

Alexandria, VA 22332-0400 

Toll Free: (800)237-1336 

Direct: (312)221-8186 

AW2@conus.army.mil 

http://www.aw2.army.mil/ 

The Army Wounded Warrior Program (AW2) is the official U.S. Army program that 

assists and advocates for severely wounded, ill, and injured Soldiers, Veterans, and 

their Families, wherever they are located, for as long as it takes. AW2 provides 

individualized support to this unique population of Soldiers, who were injured or became 

ill during their service in Overseas Contingency Operations since 9/11. 

Computer/Electronic Accommodations Program, Department of Defense 

Main Office 

511 Leesburg Pike, Suite 810 

Falls Church, VA 22041 

Direct: (703)681-8813 

Fax: (703)681-9075 

cap@tma.osd.mil 

http://www.tricare.osd.mil/cap/ 

The Computer/Electronic Accommodations Program (CAP) provides assistive 

technology and services to people with disabilities, Federal managers, supervisors, and 

IT professionals. CAP increases access to information and works to remove barriers to 

employment opportunities by eliminating the costs of assistive technology and 

accommodation solutions. 

Wounded Service Member Initiative 

Computer/Electronic Accommodations Program 

5111 Leesburg Pike, Suite 810 

Falls Church, VA 

Toll Free: (703)681-8813 

Fax: (703)681-9075 

wsm@tma.osd.mil 

http://www.tricare.mil/cap/wsm/ 
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The Computer/Electronic Accommodations Program (CAP) works closely with service 

members across the nation to ensure they receive appropriate assistive technology for 

their needs, including vision or hearing loss, dexterity impairments,and cognitive 

difficulties. 

inTransition 

Toll Free: (800)424-7877 

Direct: (314)387-4700 

http://www.health.mil/InTransition/default.aspx 

inTransition is a voluntary program to support you as you move between health care 

systems or providers if you are currently receiving mental health care. A personal 

coach, along with resources and tools, will help you during this transition period. 

Marine Corp Wounded Warrior Regiment 

3025 John Quick Rd. 

Quantico, VA 22134 

Toll Free: (877)487-6299 

http://www.woundedwarriorregiment.org/ 

The Wounded Warrior Regiment's mission is to provide and facilitate assistance to 

wounded/injured/ill Marines and Sailors attached to or in support of Marine units, and 

their family members throughout the phases of recovery. 

National Resource Directory 

http://www.nationalresourcedirectory.gov/ 

The National Resource Directory (NRD) provides access to services and resources at 

the national, state, and local levels that support recovery, rehabilitation, and community 

reintegration. 

Office of Personnel Management VetGuide 

Online Resource 

Direct: (202)606-1800 

TTY: (202)606-2532 

General@opm.gov 

http://www.opm.gov/staffingPortal/Vetguide.asp 

This Guide includes information on veterans' preference. The Office of Personnel 

Management (OPM) administers entitlement to veterans' preference in employment 

under title 5, United States Code, and oversees other statutory employment 

requirements in titles 5 and 38. (Title 38 also governs Veterans' entitlement to benefits 

administered by the Department of Veterans Affairs (VA).) 

Veterans' Employment & Training Service 

U.S. Department of Labor 
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200 Constitution Avenue, N.W., Room S-1325 

Washington, DC 20210 

http://www.dol.gov/vets/ 

Veterans' Employment & Training Service (VETS) proudly serves veterans and service 

members! VETS provides resources and expertise to assist and prepare them to obtain 

meaningful careers, maximize their employment opportunities, and protect their 

employment rights. 

Vocational Rehabilitation and Employment Service 

U.S. Department of Veterans Affairs 

810 Vermont Avenue, NW 

Washington, DC 20420 

Toll Free: (800)827-1000 

http://www.vba.va.gov/bln/vre/ 

The Vocational Rehabilitation and Employment (VR&E) VetSuccess Program is 

authorized by Congress under Title 38, Code of Federal Regulations, Chapter 31. It is 

sometimes referred to as the Chapter 31 program. The VetSuccess program assists 

Veterans with service-connected disabilities to prepare for, find, and keep suitable jobs. 

For Veterans with service-connected disabilities so severe that they cannot immediately 

consider work, VetSuccess offers services to improve their ability to live as 

independently as possible. 

Wounded Warrior Project 

7020 A.C. Skinner Pkwy Suite 100 

Jacksonville, FL 32256 

Toll Free: (877)832-6997 

Fax: (904)296-7347 

info@woundedwarriorproject.org 

http://www.woundedwarriorproject.org 

The mission of the Wounded Warrior Project is to honor and empower wounded 

warriors.
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References 

America's Heroes at Work. (n.d.). Frequently asked questions about post-traumatic 

stress disorder (ptsd) & employment. Retrieved June 28, 2010, from 

 http://www.americasheroesatwork.gov/resources/factsheets/FAQPTSD/ 

Anxiety Disorders Association of America. (n.d.). Post traumatic stress disorder 

 PTSD. Retrieved June 28, 2010, from 

 http://www.adaa.org/understanding-anxiety/posttraumatic-stress-disorder-ptsd 

Equal Employment Opportunity Commission. (1992). A technical assistance manual on 

the employment provisions (Title I) of the Americans with Disabilities Act. 

Retrieved June 28, 2010, from http://AskJAN.org/links/ADAtam1.html 

National Alliance on Mental Illness. (n.d.). Post traumatic stress disorder. Retrieved 

June 28, 2010, from 

http://www.nami.org/Template.cfm?Section=By_Illness&Template=/TaggedPage/

TaggedPageDisplay.cfm&TPLID=54&ContentID=68642 

National Center for PTSD. (2007). What is PTSD? Retrieved June 28, 2010, from 

http://www.ptsd.va.gov/public/pages/what-is-ptsd.asp 
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This document was developed by the Job Accommodation Network, funded by a 

contract agreement from the U.S. Department of Labor, Office of Disability Employment 

Policy (DOL079RP20426). The opinions expressed herein do not necessarily reflect the 

position or policy of the U.S. Department of Labor. Nor does mention of trade names, 

commercial products, or organizations imply endorsement by the U.S. Department of 

Labor.