STANDARISASI KOMUNIKASI INKLUSI PELAYANAN PENYANDANG DIFABEL (STUDI PADA YAYASAN OMAH GEMBIRA)

The purpose of this study is to examine the inclusive communication standards used by persons with disabilities at the Omah Gembira Foundation, specifically in the “Lentera Kasih” Therapy Room in Malang City. This philanthropic foundation seeks to address the various sensory, cognitive, and social communication challenges often faced by persons with disabilities when receiving medical care. The main focus of this study is to describe the inclusive communication methods used, how interactions occur in the therapy room, and to identify the elements that support and oppose the implementation of these standards. This study was conducted qualitatively through case studies and supported by documentation. Data were collected through open interviews with foundation managers, assistants, and parents of children with disabilities. The results of the study show that standardization is achieved through the development of new communication methods that optimize non-verbal aspects to improve social functioning and create a safe service environment for beneficiaries. However, this study also found that the organization's information flow does not function properly due to technical constraints and a lack of structural participation.