Essential FAQs for your stadium and club staff

The Hidden Disabilities Sunflower is a discreet way for someone to indicate that they have a non-visible disability and may need extra help, understanding, or time. It is a globally recognised symbol that helps us provide better support to all our fans and visitors.

We are committed to making our stadium an inclusive, welcoming, and safe place for everyone. By becoming a member of the Hidden Disabilities Sunflower, we empower our staff to provide better support and ensure a positive matchday experience for people with non-visible disabilities.

When you see someone wearing a Sunflower lanyard, pin, or other product, it is a signal for you to offer help. The first step is simply to ask, "How can I help you?". Be patient, listen carefully to their needs, and do not make assumptions. Remember the training you received: ask, listen, and support.

Absolutely! The Hidden Disabilities Sunflower is available for staff members as well. If you have a non-visible disability or condition, wearing the Sunflower at work lets your colleagues and managers know you might need extra support, a bit more time, or understanding. It helps create a more supportive and inclusive workplace for everyone, fans and staff alike.

You can collect a Sunflower lanyard from the staff office or your department supervisor. If you need one, just ask, there’s no need to share details about your disability.The Hidden Disabilities Sunflower is a discreet way for someone to indicate that they have a non-visible disability and may need extra help, understanding, or time.

Support will vary from person to person. It could include:

• Giving clear, simple directions to their seat or facilities.
• Allowing more time at security checks or service points.
• Helping them find an accessible route.
• Assisting them in finding a quiet space if they feel overwhelmed by noise or crowds.
• Answering their questions with patience and understanding.

No. You should never ask for the nature of their disability or for any proof. The Sunflower scheme is based on trust. The wearer's privacy is paramount. Your role is not to question, but to offer help and support based on what they tell you they need.

It's okay not to have all the answers. If a fan requires assistance that you are unable to provide, calmly explain this and find a supervisor or our club's Disability Liaison Officer (DLO) who can offer further support. The most important thing is that the fan feels heard and knows you are taking action to help them.

Prioritise safety and manage the situations calmly. If you are assisting one person and another approaches, politely acknowledge them and let them know you will be with them as soon as possible. If the situation is urgent or you need immediate backup, use your radio to call for a supervisor or steward.

Direct them to the designated collection points in the stadium, which could be the ticket office, club shop, or a supporter services desk. Remind them that the lanyards are free of charge. Familiarise yourself with the exact locations in our stadium where fans can get a lanyard.

The Sunflower does not automatically grant queue-jumping privileges. However, if a fan wearing the Sunflower explains that they are struggling with waiting in a queue, use your discretion and training to assist. This could mean finding them a place to sit while they wait or directing them to an accessible or quieter entrance if one is available. Always communicate with your supervisor if you are unsure.

Further resources and information are available through the club's intranet or by speaking with your department supervisor. The official Hidden Disabilities Sunflower website also offers a wealth of information. If you feel you need a refresher on your training, please speak to your manager.