“a transformative experience that not only benefits staff but significantly enhances the experience for disabled patrons”

Key Outcomes

• Greater understanding of the diversity of disability.

• Increased confidence amongst staff when approaching and supporting disabled patrons.

• Implementation of new initiatives.

“Esi grasped our needs and delivered a session that both informed and educated our employees through powerful personal stories, allowing our teams to demonstrate true allyship.”

Background

Donmar Warehouse is a small, independent theatre in London’s West End, seating around 251 patrons per performance. As a charity, almost half of its income comes from donations, and the theatre serves a diverse audience, including an older demographic that often has specific accessibility needs. Disability inclusion has always been important to Donmar, with initiatives such as lift access, step-free routes, and having more wheelchair spaces than legally required.

Kimberley Robins, who is the Head of Front of House, has played a key role in ensuring that accessibility is integrated into Donmar’s operations. “I think for us, it’s always been something that, just as managers, we are really passionate about… it is something we put quite a big focus on,” Kim explained. However, despite progress, the theatre recognised gaps in their approach, particularly in terms of training staff to confidently and sensitively engage with disabled patrons no matter what their needs might be. With these goals in mind, Donmar decided to partner with Celebrating Disability to further develop their team’s skills and understanding of disability inclusion.

Our Proposal

Donmar Warehouse first connected with Celebrating Disability after researching training providers online. Whilst planning a series of talks and training sessions for their team, they found themselves in need of a specialised partner for disability inclusion. After reviewing several options, Kim came across Celebrating Disability and found that their tailored approach matched exactly what the team needed. The idea of role-play and scenario-based learning particularly resonated with the team. Kim shared:

“When I came across Celebrating Disability, it felt like the right fit. The lived experience within the company was really important to us, and it felt like they could offer exactly the type of training we were looking for.”

The initial goals of the training were clear: Donmar Warehouse wanted to build their team’s confidence when interacting with disabled people. This included understanding different types of disabilities, learning how to communicate effectively, and knowing how to provide appropriate support. By working with Celebrating Disability, Donmar Warehouse hoped their staff would gain the knowledge and tools necessary to ensure that all patrons—whether engaging in person, over the phone, or online—had the best possible experience at the theatre.

Training Session Details

The training session took place in August 2024 and involved 23 participants from Donmar Warehouse. All attendees were customer service assistants (CSAs), who are responsible for front-of-house roles as well as managing the box office, meaning they interact directly with patrons across multiple touchpoints. The training was held in person, delivered by one of our associates, Eve.

Eve facilitated the session in a way that encouraged active participation, which had a strong emphasis on role-play and personal experiences, which helped the participants engage with real-world situations they might encounter in their daily work. A significant focus was placed on understanding the barriers that may come with varying impairments, building confidence in communication, and learning the tools necessary to interact effectively with disabled patrons.

There was also a section on how disabled people might experience different communication channels, such as over the phone, via email, or when using the website, providing the team with practical insights into improving accessibility across all areas of the theatre’s operations. The staff found Eve’s approach highly effective, as she was able to create a comfortable environment where everyone felt able to ask questions and explore real-life scenarios.

One key element that stood out from the training was the “pledge” activity. At the end of the session, each participant made one to three personal pledges regarding how they would apply what they had learned to their role. This reflective exercise not only reinforced the training but also encouraged accountability and continued development beyond the session itself. Many participants have since followed through on these pledges, which reinforces not only the commitment of the team at Donmar Warehouse, but the lasting impact of the training.

Training Experience

Before the session, Donmar Warehouse staff approached the disability inclusion training with an open mind and a lot of enthusiasm. The team, described by Kim as young and eager to learn, had been requesting more accessibility training for some time, particularly to increase their confidence when interacting with disabled people.

While the general mood was one of excitement, there was also a sense of apprehension around how to handle conversations with disabled people respectfully and effectively. Many staff members were concerned about saying the wrong thing or unintentionally offending someone. These concerns centred on practical, personal interactions with patrons, despite the team’s existing experience in supporting access performances at the venue.

“The biggest concern was how to approach conversations with disabled patrons comfortably—what to say, how to avoid offending someone, and just generally what the right approach would be,” shared Kim. “But there was more eagerness than apprehension, which was great to see.”

The feedback from the staff was overwhelmingly positive, with participants praising Eve for her engaging delivery and practical insights. “Every person who attended came out saying it was absolutely fantastic,” Kim said. “Eve’s structure and the way she shared her experiences kept everyone engaged. And having the pledges means this training doesn’t just end after the session—it’s something that continues on, which is fantastic.”

Key Learnings and Outcomes

The training held several key insights that have continued to enhance the theatre’s approach to inclusivity. A major takeaway was a deeper understanding of the various types of disabilities and the specific needs associated with each. Celebrating Disability trainers deliver training sessions from a pan disability perspective; understanding that no two experiences are alike and therefore our delegates need to understand barriers from a broad perspective.

Kim reflected, “Before the training, we had a general understanding of the requirements for wheelchair users or autistic people. However, diving deeper into the nuances of how different disabilities can affect a patron’s experience was invaluable. This understanding allows us to better cater to the diverse audience we serve.”

Another notable outcome was the increased confidence among staff when approaching disabled patrons. Following the training, staff became more proactive in offering assistance, especially to patrons with visible disabilities. “It’s a huge improvement. Now, when patrons enter the venue, our staff actively greet them and ask how they can help,” Kim noted. This approach has enriched the overall experience for guests, especially those visiting for the first time, as they receive immediate support and guidance.

Since the training session, Donmar Warehouse has implemented several initiatives to promote inclusivity. The pledges created by staff during the training have been integrated into regular briefings, ensuring ongoing accountability. Additionally, the theatre has started identifying Mental Health First Aiders and responders within the team. By highlighting these individuals at the beginning of staff briefings, the theatre ensures that everyone is aware of who to approach for additional support, particularly during shows that may tackle difficult themes. Kim stated, “We plan to introduce more initiatives that build on this foundation.”

The partnership with Celebrating Disability has undoubtedly impacted Donmar Warehouse’s approach to inclusivity. Staff members are now more aware of the importance of proactive engagement and have developed a better framework for supporting disabled patrons. Looking ahead, Kim expressed optimism about the theatre’s future initiatives inspired by this collaboration. “I would absolutely recommend this type of collaboration to other arts organisations. It’s a transformative experience that not only benefits staff but significantly enhances the experience for disabled patrons. The insights we gained have made us more dedicated to fostering an inclusive environment.”

Conclusion

As Donmar Warehouse embarks on this new chapter, Kim acknowledges that it is still early to fully assess the long-term impact of the collaboration with Celebrating Disability. However, the signs are promising. Staff members have already begun taking proactive initiatives to assist disabled theatregoers, which already shows a growth in confidence.

The pledges made during the training sessions have proven to be a meaningful tool for accountability, ensuring that the learnings from the collaboration are not just temporary but embedded in the theatre’s ongoing practices. Kim noted that the feedback from staff has been overwhelmingly positive, with many expressing their eagerness to continue learning and improving.

In light of these developments, both Kim and Donmar Warehouse would recommend working with Celebrating Disability. The insights gained and the training received have empowered staff and paved the way for a more welcoming experience for all visitors.

Amy Thinks

When I spoke to Kimberley Robins about Donmar Warehouse’s experience with Celebrating Disability, I got such a good feel for the type of environment they’ve fostered over their 30+ years as a theatre.

From the CSAs requesting training for their own benefit as well as that of the theatregoers, to Kim’s excitement as she detailed all the ideas they have for the future, I could tell that this is a company that really values everyone who walks through the doors, whether it be their own staff or their customers.

Kim assured me that this was simply the first step of many to making sure that disability inclusion is kept high on their priorities as an organisation, from keeping the pledges made in their training, to looking into further initiatives in the future. I believe that they will continue to upkeep these values, and sincerely wish more venues had the outlook they do.

I’ve promised Kim and the rest of the team that if I’m ever near Covent Garden, I’ll be sure to pay a visit to Donmar Warehouse and fill one of those 251 seats. I know I’ll be in for a warm welcome!