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InfraNet structures the ADA interactive process so every accommodation request is handled consistently, documented completely, and defensible if challenged.
Unlike almost every other HR function, the Americans with Disabilities Act interactive process has no prescribed steps. No required form. No defined timeline. Just a legal obligation to engage in good faith — and a significant liability if you cannot prove you did.
This lack of structure creates a paradox. The interactive process is designed to be flexible — to allow employers and employees to find reasonable accommodations that work for both parties. But that same flexibility means there is no standard against which to measure compliance. When a case gets challenged, the question is not whether you followed the right procedure. It is whether your documentation proves you acted in good faith.
Most organizations manage accommodation requests through email threads, shared folders, and institutional memory. The request arrives in someone's inbox. The conversation happens in meetings and hallway conversations. The decision is communicated verbally. The accommodation is implemented informally. When the case is challenged months or years later, the documentation often is not there — not because anything improper happened, but because the process was never structured to produce a documented record. InfraNet gives the interactive process a home — structured, documented, and defensible.
Interactive process documentation
Every step of the accommodation process is captured: request received, medical information requested where appropriate, options considered, decision made, implementation tracked. The workflow guides the administrator through each step and records the information needed to create a complete record.
Request intake
Employee accommodation requests are captured through a structured intake workflow. No email chains. When an employee requests an accommodation — whether verbally, in writing, or through a supervisor — the request is entered into the system through a consistent intake process. The intake captures the date, the nature of the request, the employee's stated limitation, and any relevant context.
Medical information tracking
Certification requests, receipt dates, and follow-up deadlines are tracked automatically. When medical information is needed to evaluate an accommodation request, the system tracks the request, the response deadline, and any follow-up that may be required. The timeline is documented and visible.
Accommodation options
Options considered and offered are documented as part of the record. The interactive process requires the employer and employee to engage in a dialogue about potential accommodations. InfraNet captures the options discussed, the rationale for each, and the outcome of the consideration.
Decision documentation
Final accommodation decisions are documented with rationale and implementation details. Whether the accommodation is approved, denied, or modified, the decision is recorded with the reasoning behind it. When a denial occurs, the documentation includes the basis — whether it is an undue hardship, a direct threat, or another legally permissible reason.
Ongoing tracking
Approved accommodations are tracked over time. Reviews, modifications, and renewals are managed in one place. Accommodations are not static — they may need to be modified as the employee's circumstances change, as the work environment changes, or as new information becomes available. InfraNet tracks each accommodation over time so changes are documented and the record remains current.
42,301
EEOC charges were filed in fiscal year 2024. ADA charges are among the most common types filed. When an employee believes their accommodation request was mishandled, the EEOC is the first place they can go.
$469M
is the monetary relief the EEOC secured pre-litigation in fiscal year 2024. The majority of those charges could have been avoided or mitigated with proper documentation.
0
prescribed steps in the ADA interactive process. Documentation is your only defense. When a charge is filed, the EEOC will ask what accommodation was requested, when, what you did in response, and why.
The ADA interactive process becomes even more challenging as the organization grows. More employees means more accommodation requests. More requests means more variability in how they are handled without a standardized process. More variability means more risk.
In an organization with multiple locations, multiple departments, and multiple managers, accommodation requests can be handled differently depending on who receives them. One manager may document every step meticulously. Another may handle everything verbally. The inconsistency creates liability — not because anyone acted in bad faith, but because the lack of a standard process means the documentation is unpredictable.
InfraNet eliminates that inconsistency by providing a standardized workflow for every accommodation request. The process is the same regardless of who receives the request, which location it comes from, or which manager handles it. The documentation is consistent across every case. The record is complete and defensible for every request.
ADA accommodation tracking software in InfraNet documents the interactive process — requests, medical inquiries where appropriate, temporary and permanent accommodations, follow-up, and return-to-work coordination. Employers remain responsible for legal determinations; InfraNet tracks steps and communications for a defensible good-faith record.
The ADA interactive process has no prescribed steps — no required form, no defined timeline. Documentation is the only way to prove good faith when a charge is filed. InfraNet structures every step: request received, medical information requested where appropriate, options considered, decision made, implementation tracked.
At scale, accommodation requests handled differently by location or manager create unpredictable documentation. InfraNet provides a standardized workflow for every request so the process and record are consistent regardless of who receives it.
The ADA interactive process does not need to be complicated. It needs to be documented. InfraNet provides the structure and documentation that turns a flexible legal requirement into a defensible process.
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