Effective Communication

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Access and Accommodation for People with
Disabilities
Sponsored by Law, Health Policy Disability
Center University of Iowa, College of Law In
conjunction with Disability and Business
Technical Assistance Centers
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Effective Communication in aOne-Stop Environment
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One-Stop CenterAccessibility Guidelines

• Physical Accessibility (March audio conference
  with Robin Jones)
• Effective Communication
• Access to Computers
• Access to Web Content
• Accommodating Requests for Alternate Formats
• Communication for Customers who are Deaf and Hard
  of Hearing
• Communication through Qualified Staff Support and
  Assistance

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Goals

• To provide information and tips to help you meet
  your obligation to provide effective
  communication with customers who have
  communication disabilities.
• To identify communication barriers impacting
  persons with hearing, speech, vision and
  cognitive disabilities.
• To provide information on auxiliary aids and
  services that enable all customers to benefit
  fully from the One-Stop services.

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My Recent Experience at a One-Stop Employment
Center

• Identified as a person with a disability
• Sought to access services
• Referred to another location
• No discussion about what I needed or how I might
  be accommodated at the present location

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What I Learned

• The site had everything that I needed!
• Staff needed more information-
• about what someone with a disability might need
  and
• what was available to assist me at that location.

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Does the Americans with Disabilities Act Require?

• Sign language interpreters available at all times
  when the One-Stop Center is open for business?
• All written materials produced in Braille?
• Providing everything a person requests?
• Billing the person for the cost of the requested
  services or aids?
• NO!

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The ADA requires that you

• Provide access to programs, services and
  activities.
• Provide services in an integrated setting.
• Remove communication barriers.
• Furnish auxiliary aids when necessary and
  requested to ensure effective communication.

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Effective Communication

• What does it include
• Customer Service
• Information
• Assistance
• Resources
• Input and Feedback

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Access to Programs and Integration in Service
Delivery

• You may not refuse to allow a person with a
  disability to participate in a service, program
  or activity simply because the person has a
  disability.
• The person may need to meet specific eligibility
  criteria. Criteria must be consistently applied
  to all customers.
• Integration of individuals with disabilities into
  the mainstream of society is fundamental to the
  purposes of the ADA.

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Communication Assessment Activity

• What information is provided at your One-Stop
  Center?
• Take a moment to think about the array of
  services that are offered and the variety of
  information modalities that are available.
• Lets start with what information is provided
  visually!

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How do we make this visual information accessible

• - Sign-in Sheets
• Applications for services
• Brochures and Booklets
• Computer programs
• Web-based tutorials
• Training materials
• Job Listings
• Bulletin Boards
• Reference Books
• Videos

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Auxiliary Aids and Services

• Qualified Readers
• Assistance to complete forms
• Audio Recordings
• Large Print (18 point font or larger)
• Braille materials, instructions and signage
• Diskettes or CDs
• Audio described videos

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Policies and Procedures

• All persons contacting the One-Stop Center should
  be informed, verbally or through posted
  notification, of their right to receive
  information in a manner that is accessible to
  them and the availability of alternative formats.
• Staff must be willing to assist customers with
  completing forms and reading information when
  requested or needed to ensure effective
  communication.

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Technology and Equipment

• Optical scanner to read printed material into a
  computer or voice synthesizer
• Screen enlargement device or software program
• Speech software for voice output (JAWS)
• Braille printer
• Closed Circuit TV (CCTV)

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Communication Tips

• Communicating with People with Disabilities
• Always identify yourself when meeting someone
  with a visual disability.
• If you offer assistance, wait until the offer is
  accepted. Then listen or ask for instructions.

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Alternate Formats

• Alternate formats of information provides
  customers with disabilities with a choice of
  format that is accessible and useable to them.
• One-Stop Centers should use an individualized
  approach to respond to requests for alternate
  formats.
• Ask the customer about his/her preferred format!

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Large Print

• Large print is defined by font-size, font,
  thickness, contrast, etc. Large print is
  normally considered at least an 18 point font.
• For all files that are available electronically,
  these features can be changed according to the
  customers specifications, and then printed.
• TIP Most copiers magnify print.

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Computer Disks

• Some persons with disabilities may use a computer
  that can read information directly from a
  computer disk.
• For all files that are available electronically,
  the document should be saved as in a format
  requested by the customer. The formats most
  often requested are text (txt) or rich text
  format (rtf)".
• If documents are not available electronically,
  scanning and OCR (optical character recognition)
  software can be used to create the electronic
  version.

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Braille and Audio Tapes

• Some persons with disabilities may use Braille to
  fully access information.
• Other individuals may use Audio Tapes to access
  information.
• See the Resources sheet for further information
  on obtaining Braille copies or Audio Tapes.

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What about auditory information?

• Some examples include
• Initial introduction to staff and the Center
• Interviews and meetings with staff
• Workshops
• Web-based tutorials (audio-based)
• Videos
• Phone information line
• Emergency alarms
• Lots more

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Auxiliary Aids and Services

• Hearing
• Handwritten Notes
• Text of instructions to use computer and other
  resources
• Qualified Interpreters (sign language and oral)
• Assistive Listening Systems
• Computer-Aided Transcription Services (CART)
• Open and Closed Captioning (for cc need decoding
  capability) or adapted TV
• TTY, Video Relay, Video Conferencing
• Visual Alarms

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Technology and Equipment

• Assistive Listening Devices (ALDs)
• Handset to use phone
• Personal portable ALD
• Portable or installed systems for groups
• (FM and infrared systems)

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Assisting Customers who are Deaf or Hard of
Hearing

• INITIAL FACE-TO-FACE COMMUNICATION
• Since it takes time to schedule an interpreter,
  it is important to first communicate with the
  customer through writing brief notes. Understand
  their need and provide services as requested.
• Remember, in many cases you will be writing to a
  person whose second language is English stay
  away from specialized jargon or high-level word
  choices.

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TTY

• TTY stands for Text Telephone (or
  Teletypewriter).
• Other terms used for this device are TT or TDD.
• A TTY is a device that people who are deaf, hard
  of hearing, or have speech impairments use for
  telephone communication. It allows us to type
  messages back and forth to one another instead of
  talking and listening.
• A TTY is required at both ends of the
  conversation in order to communicate.

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TTY Answering a TTY Call

• There is Conversation Etiquette when
  communicating by TTY
• When the phone rings you must answer by typing a
  message, such as, HELLO YOU HAVE REACHED THE
  BEST ONE STOP CENTER HOW MAY I ASSIST YOU GA
• GA When you talk with another person by TTY,
  you type while the other person reads. When you
  want the other person to respond, type GA for Go
  ahead.
• GA to SK To say goodbye, type GA to SK for
  stop keying. This gives the other person a
  chance to say any last words before ending the
  conversation.
• SKSK Type SKSK to end the conversation.

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TTY

• It is good to get at TTY that has paper or you
  may need to take notes while you converse

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Do you provide pay phones for your customers?

• TTY Pay Phones

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Interpreters

• A qualified interpreter is able to
• interpret
• Effectively, accurately and impartially
• Receptively and expressively
• Using specialized vocabulary
• Certification is not required by the ADA but may
  be by state law.

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Communication Tip

• Communicating with People with Disabilities
• Speak directly to the customer rather than
  through a companion or sign language interpreter
  who may be present.
• Do not say Tell him, or tell her - just speak
  naturally.

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Communicating with Customers who are Deaf,
Hard-of-Hearing and/or have Speech Disabilities

• TELECOMMUNICATIONS RELAY SERVICE (TRS) DIAL 711
• The Telecommunications Relay Service (TRS)
  enables standard voice telephone users to talk to
  people who are unable to hear or speak on the
  telephone.
• Video relay is also available to persons who have
  a computer camera and video conferencing
  software.

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Telecommunication Relay Services (TRS)

• TRS is always available. When you place a call
  through this free telephone relay service, a
  communications assistant (CA) will very quickly
  convert the words you say into typed words so
  your customer who has difficulty hearing on the
  phone can read your messages.
• Your customer can answer you verbally, or type a
  response that a communications assistant reads to
  you.

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Initial Face-to-Face Communication

• Other Communication Pointers
• Make sure any aural/oral information is in
  printed format.
• Any videotapes shown at the One-Stop should be
  open captioned and/or closed captioned with
  television sets that have caption decoding
  capabilities.

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Communication Tip

• Communicating with People with Speech
  Disabilities
• Listen attentively when talking with people who
  have difficulty speaking and wait for them to
  finish.
• If necessary, ask short questions that require
  short answers, or a nod of the head.
• Never pretend to understand instead repeat what
  you have understood and allow the person to
  respond.

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People whose Speech is Difficult to Understand

• No special telephone is needed for this type of
  relay service called speech-to-speech relay
  services (STS).
• A person with a speech disability talks to a
  Relay communications assistant with special
  training in listening and understanding a variety
  of speech disorders.
• The communications assistant repeats everything,
  making the caller's words clear and
  understandable.

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Auxiliary Aids and Services

• Speech
• Text Telephones and Relay Service
• Computer Terminals
• Communication Boards and devices

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Personal Devices and Services

• You are not required to provide
• personal devices such as hearing aids,
  prescription eyeglasses, or communication boards
• or
• services of a personal nature including
  assistance in eating, toileting, or dressing.

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Effective Communication through Qualified Staff
Support and Assistance

• Advanced technology alone is not enough. Staff
  members or volunteers from the One-Stop Center
  must be readily available to provide assistance
  and answer questions.
• These individuals should be sensitive to cultural
  diversity and disability issues. Likewise, they
  should be adequately trained and familiar with
  all the specialized hardware and software within
  the One-Stop Center.

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Staff Support and Assistance

• With several customers using the same hardware
  and software, computer settings and
  configurations are apt to need adjustment.
• One-Stop staff members will need to have basic
  PC troubleshooting and technical support skills
  to provide timely assistance to users confronted
  with computer problems.

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What about serving persons with Hidden
Disabilities?

• Arthritis
• Multiple Sclerosis
• ADHD
• Cancer
• HIV Positive
• Epilepsy

• Mental Illness
• Diabetes
• Brain Injury
• Learning Disabilities
• Others

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Assisting Customers who have Cognitive and
Learning Disabilities

• Cognitive impairments may include
• Dyslexia,
• difficulties remembering, solving problems, or
  perceiving sensory information, and
• problems comprehending and using language.
• For people who have these disabilities, complex
  or inconsistent visual displays or word choices
  can make reading information and using computers
  more difficult.

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Assisting Customers who have Cognitive and
Language Disabilities

• Like with all persons with disabilities, it is
  important that One-Stop staff find out what
  accommodations a person with a cognitive or
  learning disability may need to fully access
  information, programs, and services. Always ask
  the individual and be flexible to see what is
  working.
• For example, they may need one-on-one assistance
  to read and/or explain information.
• TIP Additional time will usually be
  needed.

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Communication Tip

• Communicating with People with Disabilities
• Treat adults as adults.
• Though you may need to simplify the information
  or communicate differently, adults with
  disabilities wish to be treated with respect.

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Effective Communication begins

• At first contact..
• Brochures
• TTY or relay
• Reasonable Accommodation statement
• Information via accessible website
• Location signage and address/directional info

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Providing a Reasonable Accommodation

• What resources are available?
• Interpreters, ALD, CART
• Audio recording, Braille, large print
• Text telephones, specialized computer software
• Plan ahead so you are ready when the need arises!

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Notice to the Public

• Posted notice regarding compliance with the law
  and whom to contact if assistance is needed
• Printed notice of need for accommodation, contact
  information, date/deadlines required on all
  publications/event notices
• On-going obligation

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Sample Notice Content

• This One-Stop Employment Center does not
  discriminate on the basis of disability in
  admission to, access to, or operations of its
  programs, services, or activities.
• Individuals who need auxiliary aids for effective
  communication are invited to make their needs and
  preferences known to the ADA Compliance
  Coordinator. (Contact info including TTY
  access.)
• This notice is available in large print, in
  Braille, and on audio tape from the ADA
  Compliance Coordinator.

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Local Resources

• Alternate formats can be produced at local
  agencies that provide services to individuals who
  are blind or have vision disabilities.
• Also, your local Center for Independent Living or
  Department of Rehabilitative Services (vocational
  rehabilitation) may have a list of possible
  vendors.
• A Resource Sheet is provided with this
  presentation.

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Access to All Technology

• Websites
• Information Kiosks
• Electronic information and communication
• E-recruiting
• Tutorials
• Other

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What is an Accessible Website?

• An accessible website can be used by all persons
  including persons with disabilities.
• People who are blind use screen readers that need
  text descriptions of graphic info or pictures.
  Info tags are put into html code.
• People who are color-blind cannot discriminate
  between color-coded options.
• People who are deaf cannot understand content
  that is presented only aurally.

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Accessible Websites

• Accessible web sites are designed to be usable by
  individuals with a broad range of abilities and
  disabilities.
• They are designed so that all visitors can
  navigate the site, access content, and
  participate in interactive Web activities.
• Accessible Web sites provide a text equivalent
  (typically a description) for all non-text
  elements, such as audio, video, graphics,
  animation, graphical buttons, and image maps.
• This allows those who cannot see the screen to
  access the information with a screen reader that
  can read the description of the picture, but
  cannot read a picture.

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How to Check if Your Website is Accessible?

• Free tools to check your website to see if it is
  fully accessible
• http//valet.webthing.com/page/
• or
• http//bobby.watchfire.com/bobby/html/en/index.jsp
  

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Customer Service

• What is the first contact that a customer has as
  he or she enters your Center?
• What is this experience like for customers with
  disabilities?
• Helpful Confusing Frustrating
• Effective communication is the goal!

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At Your Service WelcomingPeople with
Disabilities

• A free web course designed to help One Stops
  develop a better understanding of accessibility
  and accommodation issues for customers with
  physical, sensory, psychiatric or cognitive
  disabilities.
• A combination of lessons and case studies explore
  the legal and procedural aspects of providing
  services to customers with disabilities while
  encouraging the customers point of view.
• It can be accessed at www.wiawebcourse.org
• Call 1-800-949-4232 v/tty for more information.

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Course Sections

1.   Welcoming People to the One-Stop   
2. Disability Etiquette   
3. Access for Everyone Access Laws 
4.   Making a One-Stop Accessible
5. Reasonable Accommodations
6.   Non-Discrimination at the One-Stop
7. Case Studies

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Scenario A

• Remember John from the case study from our first
  audio conference. He has a vision disability and
  uses a cane to assist with orientation and
  mobility and was assisted by Mary to complete the
  initial assessment forms.
• John has returned to the Center. He is still
  looking for a position in the Human Resources
  field. He would like you to help him identify
  available positions.
• What do you do?

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Scenario A

• Ask him what he needs and, like with any
  customer, see what is appropriate at this point.
• John may just need to use a computer with
  appropriate software to do a web search.
• John may need to look through the job binders and
  may need someone to read information to him.

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Suggestions

• Give John a tour of the One-Stop Center.
• Let him know what is available and specifically
  what equipment or resources you have that may be
  helpful to someone with a vision impairment.
• John will decide what resources he would like to
  use.
• After providing basic assistance, you may decide
  what is feasible in terms of additional
  assistance depending on staffing resources and
  balancing the needs of other customers.

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Scenario B

• Roy drops in at the Center and would like to meet
  with a job counselor. He was just laid off from
  a position as a graphic designer and he wants to
  find another job quickly. Roy is deaf and
  communicates this information to the receptionist
  by pen and paper. He would like to meet with a
  job counselor now.
• What do you do?

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Scenario B

• What is your protocol for new customers?
• Sign in
• Introductory tour of resources
• Information about services and policies
• What does Roy need to meet with a counselor?
• -Interpreter -ALD -CART -Appointment
• What is your policy/lead time for accessing these
  resources?
• What can you provide now and what needs to be
  scheduled for a future visit?

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Suggestions

• Give Roy a tour of your Center.
• Let him know what is available and specifically
  what equipment or resources you have that may be
  helpful to someone with a hearing disability.
• Let Roy know what your policies are for
  requesting auxiliary aids, e.g., five days notice
  may be required by an interpreter agency.
• Roy will decide what is helpful.

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Scenario C

• Mary is visiting the Center for the first time.
  Her sister Ruth accompanies her and speaks with
  the receptionist to ask about employment services
  for Mary. Mary has an intellectual disability.
• What do you do?

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Scenario C

• Direct your comments to both Ruth and Mary to
  make sure Mary is included in the conversation.
• Let them know about what is available and any
  specific services that Mary may qualify for.
• Remember that integrated services are a goal of
  the ADA.
• Plan additional time to explain information.
• Be careful not to limit services or options based
  on your initial impression of Mary and what she
  may be capable of. Let her make the decisions.

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Still Have Questions?
Contact us-
By telephoneADA Information Centers nationwide
toll-free 1-800-949-4232 V/TTY By
internet www.adata.org