COMMUNICATING WITH PEOPLE WHO HAVE DISABILITIES

This section contains general information for communicating. See other areas of the Communication Resources chapter for specific information on sign language interpreters; spoken interpretation services; and written language translators.

GENERAL GUIDELINES
COMMUNICATING WITH PEOPLE WHO ARE DEAF OR HARD OF HEARING
ACCESSIBILITY GUIDELINES

GENERAL GUIDELINES

• Put the person first, disability second. Say "a man who is blind," not "a blind man."
• Offer assistance and ask for instructions, then follow those instructions carefully.
• Talk directly to the person, not to the person's aide or interpreter.
• When talking to a person who uses a wheelchair, try to put yourself at his or her eye level.
• If someone has a speech problem, they may be difficult to understand. Ask them to repeat what they say.
• If the person is deaf and there is no interpreter present, speak clearly. Consider using a pencil and paper.
• If the person has a service dog with them, remember that the dog is working.
• Be considerate when a person needs extra time to say or do things.
• Avoid using "normal" to describe a person who does not have a disability -- use "able-bodied" or "non-disabled."
• Avoid words like victim, stricken with, crippled, mute, deaf and dumb, or afflicted. Someone who has had a stroke is a stroke survivor, not a stroke victim.
• Remember that people are much more than their disability; they have other interests and activities, and, just like you, like to talk about those things too.

COMMUNICATING WITH PEOPLE WHO ARE DEAF OR HARD OF HEARING

Communication will be affected by the level and type of hearing loss as well as by the personal preferences of the individual. The following information offers guidelines for communicating with persons who are deaf or hard of hearing.

• Before speaking, be sure you have the person’s attention. Gently move your hand in their field of vision until you have eye contact.
• Speak directly to the person. If they are lip reading, they need to see your face. Do not exaggerate your speech and speak at a moderate pace.
• If there is an interpreter present, speak to the consumer, not the interpreter.
• Writing may be an appropriate means of exchanging information. Keep it short and simple. Use diagrams to augment if appropriate.
• Writing important dates, times and locations will help to insure that important information has been accurately communicated.
• Remember that different individuals will prefer different methods of communicating. Be flexible and open to trying another method if necessary.
• Communicating with a deaf or hard of hearing person may require extra time and patience for both of you!

ACCESSIBILITY GUIDELINES

Universality is one of the main principals identified by the Department of Labor for the one-stop delivery system. Universal design requires that services be equitable and flexible in use in order to accommodate a wide range of physical, perceptual, communication and cognitive abilities as well as a variety of environments. ADA accommodations, when applied, are equally effective for individuals who use English as a second language and those with diverse cultural backgrounds. DEED is committed to providing full access to all of its programs and activities. The following checklist identifies key elements of ADA accessibility requirements. It is intended to serve as a guide only and is not a comprehensive list.

Facilities

Areas to review include parking, path of travel, entrance, reception or information areas, restrooms, meeting rooms, signage, and public areas. Meeting room elements under your control include the maneuverable space within the meeting room and at the tables.

1. The parking lot must have one accessible stall for every 25 parking spaces.
2. There must be at least one van-accessible space per every eight accessible stalls.
3. There must be a clear, accessible route from the parking area to the accessible entrance.
4. Doorways must be at least 32" wide.
5. Door hardware must be operable with a closed fist.
6. At least one registration table must be no more than 36" high and at least 36" wide.
7. If the meeting is not on the main floor, the building must have an elevator for vertical access.
8. Rest rooms must have at least one 36" wide stall with both horizontal and vertical grab bars.
9. There must be 48" of clear space between the front of the toilet bowl and the stall door.
10. Exposed pipes under the sink must be covered by protective insulation.
11. A choice of seating should be provided to attendees in wheelchairs.
12. Some tables should have a knee clearance of 27" (28" is preferred).
13. Aisles must be at least 36" wide and free of obstruction.
14. Permanent room signs must be identified by signs that are high-contrast, raised, and Brailled.

Communication and Print Material

All communication modes used by a public entity must be equally effective for persons with disabilities as they are for individuals without disabilities. To ensure effective, accessible communication, public entities must furnish auxiliary aids and services and must invite and provide opportunities for individuals with disabilities to request the aids/services of their choice; that choice is then given primary consideration. However, a public entity is not required to furnish the auxiliary aid requested by an individual if an equally effective aid or service is more readily available or less costly. The effectiveness of the auxiliary aid is the key.

• All brochures, notices, and printed material must include a TTY number as well as a voice number. Verify that the TTY number is accurate and monitored.
• Advertising for events should include information regarding request for reasonable accommodation. The wording should be, "Individuals with a disability who need a reasonable accommodation in order to participate in this _____________, please contact (name) at (phone number - both voice and TTY) by (date)."
• Add language "This information is available in alternative formats such as Braille, large print, audio tape and computer disk. Contact ______________ at xxx-xxx-xxxx."
• Include the name or office to contact and a telephone number.
• Be prepared to produce the requested information in one of the alternate formats most commonly requested such as Braille, large print, audio tape or computer diskette. The audio tape alternative must be compatible with the tape recorder available.
• Establish a process for producing the alternative formats. You will need to know who created the printed materials.
• If the printed materials are used frequently, are intended for the general public, or conveys vital information, consider creating some in alternate formats in anticipation of requests.
• Use fonts which are easy to read and size appropriate for the content and format.
• Post sign language interpreter schedules on posters and printed materials.

Events

Job fairs, seminars, meetings, and any other events should be located at a site that is accessible. Areas to review include parking, path of travel, entrance, reception or information areas, restrooms, restaurants, meeting rooms, signage, public telephones, and lodging rooms. Meeting room elements under your control include the maneuverable space within a meeting room and around a conference table. Specific requirements include knee clearance of at least 28", reach range no higher than 54".

At events such as job fairs, make sure the display height is accessible. Can the person reach brochures on display and read information easily? Are sign language interpreters available and their schedules posted and in printed materials? Promote the use of a quiet area where individuals who are hard of hearing can interview without the interference of background noise. If available, provide the use of assistive technology to support improved communication, e.g., pocket talkers, laptop computers.

Include accommodation costs in the budgeting process by estimating the cost of interpreters, Brailled materials or large-print materials, readers, note takers, or any other accommodations. Build this cost into the event fee as you would any other expense.

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