Access and Accommodation for People with Disabilities

1. 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

2. Effective Communication in aOne-Stop Environment

3. 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

6. 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.

7. 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

8. 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.

9. 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!

10. 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.

11. Effective Communication What does it include: • Customer Service • Information • Assistance • Resources • Input and Feedback

12. 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.

13. 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!

14. 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

15. 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

16. 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.

18. 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)

19. 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.

20. 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!

21. 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 customer’s specifications, and then printed. • TIP: Most copiers magnify print.

23. 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.

24. 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.

25. 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…

26. 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

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

28. 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.

29. 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.

30. 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.

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

32. Do you provide pay phones for your customers? • TTY Pay Phones

33. 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.

34. 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.

35. 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.

36. 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.

37. 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.

38. 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.

39. 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.

40. Auxiliary Aids and Services Speech • Text Telephones and Relay Service • Computer Terminals • Communication Boards and devices*

41. *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.

42. 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.

43. 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.

44. Arthritis Multiple Sclerosis ADHD Cancer HIV Positive Epilepsy Mental Illness Diabetes Brain Injury Learning Disabilities Others… What about serving persons with Hidden Disabilities?

45. 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.

46. 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.

47. 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.

48. Effective Communication begins… • At first contact.. • Brochures • TTY or relay # • Reasonable Accommodation statement • Information via accessible website • Location signage and address/directional info

49. 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!

50. 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