HARKER HEIGHTS — Jackie Hollenbeck is on a mission.

The 48-year-old legally blind and deaf Harker Heights resident says the entire U.S. Highway 190 corridor is uninformed when it comes to proper etiquette —and the laws — of service animals. It’s something Hollenbeck wants to change.

CASE IN POINT: Hollenbeck said she has been having a hard time with the guards at the Scott & White clinic in east Killeen whenever she brings in her self-trained service dog, Hersey.

“I take him everywhere with me,” Hollenbeck said, adding the 7-year-old Doberman Pinscher alerts her when people are approaching and guides her along sidewalks, to bus stops and elsewhere. At home, Hersey lets Hollenbeck know when someone knocks on the door or if the phone rings. And there is another service the Doberman provides — security.

“I prefer the Dobermans because they are protective and loyal,” said Hollenbeck, who suffers from Usher syndrome. The condition has affected her hearing her entire life and has gradually deteriorated her sight during the past eight years. She said her hearing is down to about 1 percent, and she has severe tunnel vision. She has to read lips in order to understand what someone is saying.

Up until a couple of months ago, Hollenbeck said she only took her cane to go to the clinic, which she visits weekly to receive an allergy shot. She began taking Hersey with her in July, when her eyesight began to get really bad.

She said the guards at the clinic have repeatedly asked for documentation for Hersey and scoffed at Hollenbeck’s offers to educate them on the Americans with Disabilities Act, which covers service dogs.

ADA laws

While guards or staff members at a business can ask someone with a disability if their dog is a service animal, more in-depth questions can be a violation of rights, according to the federal government’s ADA website.

“Staff cannot ask about the person’s disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task,” the website stated.

That’s a lesson Hollenbeck wants everyone in the Killeen area to know.

“There is a lack of awareness on ADA laws when it comes to this whole area,” she said, adding that touching or distracting a service dog can put the person with the disability in danger.

Under ADA law, service animals must be leashed or tethered if it doesn’t interfere with the service they provide, but they don’t have to have a vest that says “service animal.”

Admittedly, Hersey does not were a vest because he “outgrew it,” Hollenbeck said. That may have added to some of the confusion from the guards, but Hollenbeck said it’s obvious Hersey is a service dog because he is always equipped with a harness.

Scott & White spokesman Scott Clark said the health care system does have a service-dog policy that is compliant with ADA laws, and includes proper training for staff. He would not comment about this specific case, citing federal regulation that prevents Scott & White from speaking about patients.

Hollenbeck said she is working with Scott & White officials to make sure all employees are aware of the proper ADA laws.

Contact Jacob Brooks at jbrooks@kdhnews.com or (254) 501-7468

(4) comments


People with service dogs have rights. Those in positions requiring interaction with those in need have a duty to know the law and follow it.

(Edited by staff.)


Thank you Bubba. Those were my thoughts exactly! My hope is to make sure the public and people of authority know the laws concerning ALL disabled individuals, including any one else's service dog, my service dog and myself.


I absolutely agree. My sister in law has "purchased" a card so that she can carry her mini dachshund everywhere she goes, saying her is a service dog. HE IS NOT! She just doesn't want to leave him at home. This is unacceptable and I wish there was a place to report it. I have seen other people in grocery stores with their "little"dogs in the basket and when questioned by the store, they say that it is a service dog. We all know that they are lying. My understand is that even if it is a "comfort" service dog, the animal still has to be able to perform at least one thing...and I don't mean chasing a ball or dancing in circles, which is all my sister in laws' dog does.


Service dogs should be required to wear vests. That way everyone will know without a doubt. Recently I have seen more service dogs than usual around town and they don't have an identifying vest. That concerns me.
It is very rude to ask about someone's medical condition or distract the dog from their duty by petting or touching. The papers and vest should be enough.

Welcome to the discussion.

Keep it Clean. Please avoid obscene, vulgar, lewd, racist or sexually-oriented language.
Don't Threaten. Threats of harming another person will not be tolerated.
Be Truthful. Don't knowingly lie about anyone or anything.
Be Nice. No racism, sexism or any sort of -ism that is degrading to another person.
Be Proactive. Use the 'Report' link on each comment to let us know of abusive posts.
Share with Us. We'd love to hear eyewitness accounts, the history behind an article.