Fiserv Forum's sensory rooms, sensory bags and staff training help guests cope when the games and shows are too overwhelming

Loud noises. Bright, flashing lights.

They're all part of the fun and excitement at Fiserv Forum — whether it's a basketball game or a concert.

They're also part of the challenge for people with sensory processing disorders. Often, that can mean over-sensitivity to noises, lights and the way things feel on their skin.

"If there are loud noises and bright flashing lights at an event, that can be too much for a person to process," said Gerald Hay, the independent living services program manager at Milwaukee's IndependenceFirst. "Then people can lose their focus."

But that doesn't mean they lose their interest.

"Some people think that because there's all those obstacles, people with disabilities don't want to go to sporting events." Hay said. "The heck they don't. They just need some accommodations to help them enjoy them."

The need for those accommodations is why Fiserv Forum became certified — officially as of Nov. 21 — as a sensory inclusive venue. Its certification came as a result of a partnership with KultureCity, a nonprofit organization that works with venues and groups to educate about acceptance and inclusion of people with special needs. 

"Bucks games can be a lot," said Alex Lasry, senior vice president for the Bucks. "That's exactly why this partnership was so important to us, so we can provide accommodations to people with sensory needs so Fiserv Forum can be a safe space for everyone."

KultureCity has trained staff at more than 400 venues around the world, including 25 NBA arenas. Fiserv Forum has now become the first Wisconsin sports and entertainment venue to be certified as sensory inclusive by KultureCity.

Here's what Fiserv Forum is doing to help people with sensory needs.

Sensory Rooms

When guests need a refuge from the sights and sounds of a Fiserv Forum event, they can go to one of two sensory rooms, which were designed with the help of certified occupational, speech and behavioral therapists.

The rooms are carpeted and painted in calming colors. There is comfortable seating throughout the rooms, and the lighting can be adjusted.

There are also hangings on the walls that guests are welcome to touch, including a water wall, a textured picture of a Bucks deer and activity board toys.

One room is located in section 110 on the main concourse, and the other is in section 212 on the upper concourse.

To access the rooms, guests should go to a guest concierge desk, located near sections 109, 212 and the BMO Club coat check.

Sensory Bags

Sensory bags can also be checked out from the guest concierge desks, and the items inside are helpful for people to use at their seats while enjoying a game or event at Fiserv Forum.

There are a variety of fidget toys inside the bags, as well as a KultureCity VIP lanyard and a card that allows non-verbal guests to communicate their needs. There is also a pair of noise canceling headphones.

Jill Barry, director of guest experience for the Bucks, said the bags have been available since the start of the basketball season, and she's excited to see how they will help people in the months to come.

During the recent Jurassic World Live show — a sensory rich show that attracted lots of families with kids — 16 bags were checked out, even though they hadn't been advertised yet. Barry said people were just hearing about them from word of mouth.

Staff training

For Fiserv Forum to receive sensory inclusive certification from KultureCity, half of its employees had to be trained in how to recognize and assist guests with sensory needs. At this point, Fiserv Forum has surpassed that goal, with 800 of its 1,200 employees having been trained. 

In addition to learning what sensory processing disorder is and how to communicate with and help a person who is expressing a sensory need, employees learned the difference between a sensory friendly activity and a sensory inclusive environment.

"A lot of times, there are special events or activities that are sensory friendly, which is great. There's nothing wrong with that," said Hay. "But, with sensory inclusive places, the accommodations are kind of baked right in, so you don't have to wait for a specific event, and you don't have to ask for accommodations or hope for people who are trained to help. They're always there."

Contact Amy Schwabe at (262) 875-9488 or amy.schwabe@jrn.com. Follow her on Twitter at @WisFamilyJS, Instagram at @wisfamilyjs or Facebook at WisconsinFamily.