In recent years, Fort Wayne has garnered attention from
travel publications and websites because of its impressive mix of family-friendly attractions and events. But for some visitors, some of the longstanding assets aren’t as inclusive as they could be.
That’s not to say that Fort Wayne leaders are ignoring the issue completely. Newer projects, like
Promenade Park on the Riverfront, represent a shift in thinking about the needs of all stakeholders. The park has earned several awards for its universal design, including a 2021 Urban Land Institute (ULI) Americas Awards for Excellence.
Some long-standing attractions, such as
the Arts United Center have also taken note of the issue. It is currently undergoing major renovations for the first time in its 50-year lifespan to address its inaccessible spaces and outdated technology.
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Arts United Center"Upgrades to accessibility became a driving force to provide an inclusive environment not only to patrons, but arts participants," explains Rachelle Reinking, director of communications for Arts United. "As originally built, motorized wheelchairs couldn't fit into the auditorium; the only access point to rehearsal studios were concrete stairs; and theatrical equipment such as stage rigging required physical labor. Elevators, ramps, door expansions, visibility indicators, and more are needed to bring the Arts United Center into the 21st century in practical ways as we continue our work toward our vision of arts everywhere, every day, for everyone."
Visit Fort Wayne’s Director of Destination Development and Communications Jessa Campbell says maintaining the city’s status as a top Midwest destination will require a concerted effort by those shaping its future. Specifically, Visit Fort Wayne’s
10-year plan aims to make Fort Wayne a destination accessible to all abilities. This commitment comes out of public feedback, including surveys and workshops, that identified accessibility as a top priority.
“Our residents are saying that it’s so great that we're bringing in adaptive sports tournaments, and the hotels are getting to be a part of it,” she says. “We never want to profess that we’re perfect. I think that it's important to say we want to strive for progress. But [within the context of] the hospitality industry and accessibility, there's a lot of big hurdles to overcome…and there's a lot that goes into it with [catering to] a visitor who is needing accessibility, and that can be applied to any type of traveler.”
Mason Metzger is a Northeast Indiana resident and someone with a vested interest in seeing this plan come to fruition. He’s the founder, senior consultant and chief strategy officer for
Universal Design Works. He challenges leaders at local businesses to look through a more holistic lens when thinking about creating an optimal guest or customer service experience. The young entrepreneur and disability advocate is making waves in the consulting world with his expertise in universal design and accessibility. His work has inspired institutions like the Fort Wayne Children’s Zoo and Parkview Health to change how they approach the physical design of spaces.
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CourtesyMason Metzger, founder of Universal Design Works.Metzger’s lived experience with Spastic Cerebral Palsy informs his approach to disability-friendly solutions. This neurological condition results in muscle stiffness and impaired mobility. He’s classified as a person with quadriplegia and requires assistance with activities related to daily life.
These challenges shaped Universal Design Works. The Warsaw native attended Indiana Wesleyan University where he studied communication organizational leadership, but he ran into some roadblocks as he attempted to figure out what would come after graduation.
“I tried to find employment situations at disability-friendly employers,” he says. “But because I require more advanced accommodations that are somewhat costly, those accommodations were denied. So, therefore, I created my own employment pathway.”
Around that time, an opportunity presented itself and it helped set him on an upward trajectory. Not long before graduation, he participated in
Leadership Fort Wayne (LFW), a nine-month professional development program facilitated by Greater Fort Wayne. The program led him to a partnership with the Fort Wayne Children’s Zoo and his work on LFW’s Community Action Project helped launch his career as a consultant.
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Through the Zoo for All initiative, the Zoo awards nearly $200,000 worth of free admission tickets to area nonprofit organizations that work with people who may face barriers in taking a trip to the Zoo.“We got to listen to the needs of area nonprofits,” he says. “My group…was selected to work with the Fort Wayne Children’s Zoo. The aim of our project was to assist them with their
Zoo for All initiative. After that, the Zoo asked me to continue working with them, to help them to continue to build the momentum that our original project created.”
Metzger says his recommendations helped the Zoo become an employer of choice and a job placement site of choice for people with disabilities. He also evaluated how they could strategically integrate universal design principles into the guest experience so that everyone could feel seen and included.
According to the Centre for Excellence in Universal Design, this concept refers to “the design and composition of an environment so that it can be accessed, understood and used to the greatest extent possible by all people regardless of their age, size, ability or disability. An environment (or any building, product, or service in that environment) should be designed to meet the needs of all people who wish to use it. This is not a special requirement, for the benefit of only a minority of the population. It is a fundamental condition of good design.”
In other words, by helping organizations implement universal design fundamentals, Metzger helps to ensure that people of all abilities can participate fully and enjoy the benefits of these spaces. For instance, Metzger helped Parkview design one of their new primary care clinics.
“So in that case, I looked at how to apply universal design principles in the healthcare setting [and how to] enhance accessibility within their new primary care clinic model,” he says. “When we look at Parkview in particular, it’s been really interesting, because as I'm doing my work, I'm meeting people who are impacted by universal design as well. It's really cool how God puts people in my life who understand what I'm trying to accomplish, and they recognize the strategic value that having these types of services adds to their organization.”
Speaking of strategy, universal design aligns with the Zoo’s mission and multi-year planning process to improve accessibility, according to Director of Philanthropy and Community Relations Amy Lazoff. This includes physical changes like wider paths, lower grades, and accessible restrooms. They’re also working on website accessibility to cater to online visitors who may need accommodations.
Prompted in part by Metzger’s recommendations, Lazoff says the Zoo is working to create a more inclusive workplace by reviewing job descriptions, making accommodations, and providing training for managers.
“There are a handful of employees we have been working with to make sure that they have everything that they need,” says Lazoff. “We’ve been proactive in looking at different ways we can think about things like scheduling and how we provide instructions. That’s been an educational experience for our leadership team as well.”
As for the guest experience, Lazoff says her team is challenged to think about all of the facets that contribute to inclusion and accessibility. This year, the attraction secured the Certified Autism Center label,
according to a June 2024 press release. The CAC designation, which is awarded by the International Board of Credentialing and Continuing Education Standards (IBCCES), recognizes organizations that have completed an autism-specific training and certification program.
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The Fort Wayne Children's Zoo offers sensory bags, quiet areas, and staff training to support guests with sensory needs.Prior to that, the Zoo attained the status of being a
certified sensory-inclusive facility through KultureCity. This means they offer sensory bags, quiet areas, and staff training to support guests with
sensory needs. This is important, as the Zoo brings in nearly 700,000 guests during its six-month season. The attraction has also welcomed five generations, making it a fixture in the community.
At the Arts United Center, Reinking says accessibility is an unspoken component of offering a great customer experience at attractions.
"A patron with a disability can't receive the full experience as others if there is no access to an assisted listening device, an elevator, or a family restroom," she explains. "This not only sours their time spent at the attraction, but also any companions, friends, or family that attended with them. Satisfied patrons come from excellent customer service – for everyone. Attractions that add to the quality of life in our city must take into account the variety of experiences a patron can have, no matter who they are or the abilities they have."
Campbell says as a city, they want to meet the needs of the diverse disability community. With that in mind, She says the short-term plan is to form a task force to create a community-wide action plan for accessibility.
"We know that we need to keep a broad perspective when identifying plans and goals around accessibility and not specific to one need," she says.
This article is made possible by support from AARP Indiana.