Access and Accommodation for People with Disabilities

Sponsored by:

Law, Health Policy & Disability CenterUniversity 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.

Let’s 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 ReadersQualified Readers

• Assistance to complete forms Assistance to complete forms

• Audio RecordingsAudio Recordings

• Large Print (18 point font or larger)Large Print (18 point font or larger)

• Braille materials, instructions and signageBraille materials, instructions and signage

• Diskettes or CDsDiskettes or CDs

• Audio described videosAudio described videos

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• 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.

Policies and Procedures

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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 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!

Alternate Formats

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• 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 customer’s specifications, and then printed.

• TIP: Most copiers magnify print.

Large Print

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• 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.

Computer Disks

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• 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.

Braille and 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 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.

TTY

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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.

TTY: Answering a TTY Call

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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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TELECOMMUNICATIONS RELAY SERVICE (TRS)TELECOMMUNICATIONS RELAY SERVICE (TRS) DIAL 711DIAL 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.

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

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• 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.

Telecommunication Relay Services (TRS)

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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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• 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.

People whose Speech is Difficult to Understand

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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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• 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.

Effective Communication through Qualified Staff Support

and Assistance…

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• 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.

Staff Support and Assistance

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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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• 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.

Assisting Customers who have Cognitive and Learning Disabilities

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• 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.

Assisting Customers who have Cognitive and

Language Disabilities

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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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• 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!

Providing a Reasonable Accommodation

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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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• 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.

Local Resources

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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 Stop’s 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 customer’s 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 Accessible5. Reasonable Accommodations6.   Non-Discrimination at the One-Stop7. 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 -AppointmentWhat 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 telephone—ADA Information Centers nationwide toll-free #

1-800-949-4232 V/TTY

By internetwww.adata.org