Supporting people with sensory loss. Guide for social service professionals

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1 Supporting people with sensory loss Guide for social service professionals

2 2 Supporting people with sensory loss Contents Introduction Legal responsibilities Recommendations Access to services Communication Advocacy Training Equipment and technology Policies and procedures Further information Appendix: RNIB Clear print checklist Definitions The term people with sensory loss refers to: people who are Deaf, deafened or have a hearing loss people who are blind or partially sighted people who are deafblind: those whose combined sight loss and hearing loss causes difficulties with communication, access to information and mobility.

3 Supporting people with sensory loss 3 Introduction Sensory loss affects one in five people in Wales In Wales there are 575,500 people who are deaf or have hearing loss, 110,000 who are blind or living with sight loss and 20,786 who are deafblind. This number is set to rise dramatically, as our population ages, and the prevalence of people with health conditions related to sensory loss, such as diabetes, increases. People with sensory loss are more likely to feel isolated and cut-off from their local community. And for you, as service providers, it can be challenging, taking their needs into account and engaging with them as well as you d like. The social worker and rehabilitation officer have been great, but it would be nice to be supported by a worker who understands my needs as a deafblind person. I like to be active in my community. But, without the support from a social worker and note taker, I am restricted in what I can do, which has made me feel more and more isolated. We Action on Hearing Loss Cymru and RNIB Cymru are determined to help change this. In this guide we provide highly practical information and advice so you can improve your day-to-day practice. It will help you build your awareness and understanding of the specific needs of people who are deaf, or have a hearing loss, who are blind or partially sighted or deafblind and you can use it as a handy, straightforward reference guide. It s been developed following lengthy consultations with focus groups of people with sensory loss, who have had support from their local social services department(s). By quoting their personal experiences throughout the guide, we hope you will gain a greater understanding of the common problems they face. This best practice guide is part of a series that will help you, if you re working in housing, social services and/or health, to communicate well with people who are who are blind or partially sighted or deafblind, blind, partially sighted or who are deafblind.

4 4 Supporting people with sensory loss Legal responsibilities The Social Services and Wellbeing (Wales) Act 2014 sets out the legal duties of local authorities when providing social care services within Wales. The Act aims to improve the way people s needs are assessed and how services are delivered. In this section we provide a summary of the key parts of the Act that relate to service delivery for people who are deaf, who are blind or partially sighted or deafblind, blind, partially sighted or deafblind. The Act states that: The local authority must ensure that the service provides information, advice and assistance to a person in a manner which is accessible to that person (Section 17, 3B). It is imperative [that] all individuals, whatever their accessibility needs, understand what is available to them and that they are actively involved in their assessment and support plan. Information and advice should be presented in the individual s preferred format and/or communication style and language (Code 2, 324). I am hard of hearing and wear two hearing aids however, I had no idea about the support available from social services. I would like to see stronger referral process between the hospital departments and social services. Local authorities must provide deafblind children and adults with information, advice and assistance in their preferred format, which may include (but are not limited to) lipreading, Tadoma, deafblind manual alphabet, block alphabet, Braille, Moon, BSL (British Sign Language), visual frame signing, close-up signing, tactile signing, hand-under-hand signing, sign-supported English, and Makaton. Local authorities must make sure deafblind children and adults have access to specially trained one-to-one support workers, if this is required (Code 2, 325). Section 18 requires local authorities to establish and maintain registers of adults and children who reside in the local area and are sight impaired, severely sight impaired, hearing impaired, severely hearing impaired or have both sight and hearing impairments which, in combination, have a significant effect on their lives (Code 2, 390, 391). Local authorities must identify and make contact with all people who have both sight and hearing impairments. A local authority must also identify the linguistic circumstances of all those people in the relevant register. This would include individual preferences for communication, for example, BSL, Braille, or Welsh (Code 2, 392). The local authority must involve, in the assessment, someone with specialist skills, knowledge or expertise (Code 3, 30). An assessment for a deafblind person must be carried out by a specially trained person/ team (Code 3, 31).

5 Supporting people with sensory loss 5 I am new to the area and I was referred from my previous local authority. When we moved here we had a meeting with workers from different social services departments. I preferred meeting all the workers including social worker, occupational therapists and rehabilitation officers as I didn t have to keep repeating my history and needs to each new worker I met. The assessment process should be fully accessible. Documentation must be in easy read or another appropriate format and people must have the right communication support. Deafblind people should be assessed by specialists on a case-by-case status (Code 3, 53). The director of social services must have overall responsibility for deafblind services as an explicit element of her/ his responsibilities. A local authority must ensure that services provided to deafblind people are appropriate to the specific needs of people with a dual hearing and sight impairment (Code 4, 71). The Best Practice Standards: Social Services for Deaf and Hard of Hearing People produced by the Association of Directors of Social Services (ADSS), in conjunction with the Welsh Local Government Association (WLGA), Action on Hearing Loss (when we were known as the Royal National Institute for Deaf People) and the British Deaf Association (BDA), contains further guidance for social service professionals when supporting people who are deaf and or have a hearing loss. RNIB s 10 Principles of Best Practice in Vision Rehabilitation gives you straightforward information about working with visually impaired people. Go to: rnib.org.uk/nb-online/ good-practice-guide-vision-rehab To find out more about the Social Services and Wellbeing Act 2014, including its full wording, please go to: gov.wales/topics/health/socialcare/act/ In addition to the statutory obligations set out above, you can refer to other service-standard guides, published by public and third sector organisations.

6 6 Supporting people with sensory loss Recommendations Here are our recommendations for how you can make your services as accessible and effective as possible. They are based on our consultations with people who have a sensory loss. Access to services Communication Do: Do: Make sure buildings are truly accessible. For example, you should install an accessible intercom system, with a video display for visitors who are deaf or have hearing loss; your internal and external signage must be clear, and you should install flashing smoke alarm systems to ensure the safety of all staff and visitors. Make sure all rooms and public areas are well lit. Establish a clear point of contact for people with sensory loss. Ideally, make it easy for people to contact you through their preferred communication method: this could include voice call, SMS messaging, Text Relay, and face to face. Your service should have dedicated members of staff responsible for monitoring these communication points. Make sure all staff are aware of all available forms of communication and train them how to use them! Install induction loop systems in all areas used by members of the public, with clear signage highlighting the availability of a loop system. Consider using passwords on an individual s case file, so that authorised family members, friends and carers can contact you on their behalf. Make sure information is available in Braille, large print, audio and electronic formats. And show your colleagues how to access it. I am profoundly Deaf, I have no speech and I am a first language BSL user. I find it difficult to read and understand English. I need support to read and respond to letters that I receive. It would be great if we could have an advocacy worker for the Deaf who could help me to respond to letters, complete benefit forms and make phone calls. Use RNIB clear print guidelines, as standard, for all written communication (See Appendix One). With their consent, keep a record of a person s preferred communication method and style on their file. This should be regularly updated and consulted, whenever you re in touch. Make sure meetings are conducted in a way that s appropriate to the individual: for example, use specialist support workers who have the right experience and communication skills to support someone with sensory loss. Make sure all staff are aware of the various communication styles used by people who are deaf, or have hearing loss, blind, partially sighted or deafblind.

7 Supporting people with sensory loss 7 Make sure all staff who deal with the public have a basic understanding of BSL, so that they can communicate with deaf visitors. Make sure all specialist staff, supporting people who are deaf, have a strong understanding of BSL and other communication methods used by people who are deaf, have a hearing loss or are deafblind or deafblind. Produce clear procedures on how to book communication support, such as a BSL interpreter or speech-to-text operator and train staff how to work with interpreters and other communication support professionals. Advocacy We used to have weekly advice sessions with a social worker who specialises in working with deaf people; it would be great if we had these regular sessions again to provide us with information and advice. If people who are deaf, or have hearing loss, are blind, partially sighted or deafblind have the right advocacy support, they can understand and contribute to their personal support plan. Your support should empower individuals giving them the chance to make their voices heard and provide them with the right, up-to-date information and advice. Do: During the assessment process, identify those individuals with sensory loss who may require an advocate to access support and improve their wellbeing. Record this on their file. My first language is BSL and my biggest need is with communication. I find it difficult to understand written English, especially letters. I rely on my social worker to help me respond to letters, help fill in benefit forms. When the social worker is not available I have waited for three weeks before I can get support. If someone with sensory loss is referred to an external advocacy service, make sure that the advocates are aware of the needs of people with sensory loss, including their communication and access requirements. Make sure that you keep, and update, a record of local advocacy services supporting people with sensory loss. Establish processes for referring people, with sensory loss, to local organisations that offer appropriate advocacy support. Make all relevant members of staff aware of these referral links. Provide an accessible advice, information and assistance service in the individual s preferred language.

8 8 Supporting people with sensory loss Training Do: Policies and procedures Do: Make sure all public-facing staff receive specialist awareness training. This should include: deaf awareness training, visual impairment awareness training and deafblind awareness training. Ensure that a person with sensory loss delivers the training sessions. Offer sensory impairment awareness training as part of staff induction and ensure the training is regularly refreshed. Provide additional training to publicfacing staff to ensure they re aware of the communication needs of people who are deaf and or have hearing loss, and how to access specialist services. Create procedures for staff to book communication support such as note-takers or BSL interpreters. Ensure procedures are in place to monitor incoming enquiries; and that they are responded to within set time scales. Consider creating a sensory loss task group to ensure that the needs of people with sensory loss are being met. This group should be made up of social care and health professionals and service users who are deaf, or have a hearing loss, or are blind, partially sighted and deafblind. Equipment and technology Do: Ensure anyone given new equipment or technology is shown how to use it. Perform annual checks on safety equipment such as smoke alarms and carbon monoxide detectors. Regularly maintain induction loop systems. I am Deafblind and desperately need support from social services. I have been assessed by the Social Worker for the Deaf and the rehabilitation officer for visually impaired people, but there is no specialist for deafblind people.

9 Supporting people with sensory loss 9 Further sources of information and advice Deafness and hearing loss Deafblind Action on Hearing Loss Cymru Deafblind UK Anchor Court, Keen Road, Cardiff CF24 5JW Telephone Textphone Fax wales@hearingloss.org.uk National Deaf Children s Society 2 Ty Nant Court, Morganstown, Cardiff CF15 8LW Telephone Textphone ndcswales@ndcs.org.uk North Wales Deaf Association 77 Conway Road, Colwyn Bay, Conway LL29 7LN John & Lucille van Geest Place, Cygnet Road, Hampton, Peterborough PE7 8FD Telephone Textphone Fax info@deafblind.org.uk Sense Cymru Caerphilly Business Park, Van Road, Caerphilly CF83 3ED Telephone Textphone Fax cymruenquiries@sense.org.uk Telephone Textphone Fax SMS info@deafassociation.co.uk

10 10 Supporting people with sensory loss Sight loss Deafblind RNIB Cymru Jones Court, Womanby Street, Cardiff CF10 1BR Telephone North Wales Society for the Blind 325 High Street Bangor, Gwynedd LL57 1YB Telephone Wales Council of the Blind 2nd Floor, Hallinans House, 22 Newport Road, Cardiff CF24 0TD Telephone If you would like to get further accreditation for delivering good services for people with sensory loss, both Action on Hearing Loss Cymru and RNIB Cymru currently run an accreditation scheme: Action on Hearing Loss Louder Than Words Website actiononhearingloss.org.uk/louderthanwords RNIB Visibly Better Website rnib.org.uk/wales-cymru-how-we-can-help/ designing-accessible-housing-and-buildings This best practice guide was produced by Action on Hearing Loss Cymru and RNIB Cymru, thanks to funding from the Welsh Government s Equality and Inclusion Grant.

11 Supporting people with sensory loss 11 Appendix RNIB Clear Print Checklist Is the type-face at least 14 points or above? Font point size should be 14 as standard, 18 as a minimum for large print Does the text contrast clearly with the background? There should be a high contrast between the text and background colours If the type is reversed, does it contrast sufficiently with its background? Is it big enough? Is there space between each line of type? Line spacing should be 1.5 or double Is the typeface roman, semi-bold or bold? Try to avoid italics or stylised fonts Are whole sentences written in capital letters? This should be avoided as it is difficult for people with sight problems to recognise capital letters Are the numerals clear? Numbers 1-10 should be written out in full Are any words split between two lines? Words should be kept whole Is text unjustified, aligned to the left margin? Text should be aligned to the left, heading and titles can be centralised Are there any uneven gaps between words or letters? Text should be evenly spaced Are there characters per line? Is there enough space between columns? Does text follow easily from column to column? Is the page layout clear and unfussy? Is there a contents list? Are page numbers and headings consistent and in the same place on each page? Is there a space between paragraphs? Is the text set horizontally? Vertical text is hard to read Have you set text around illustrations? This can be confusing If the reader needs to write on the page, is there enough space? If there are images, are they clearly defined and easy to read? Are images clearly separated from the text? Is the paper matt? Avoid glossy paper and have a weight of at least 90gsm Is the page a size which is easy to handle? Do folds obscure the text? Can the document be flattened, so that it can be placed under a scanner or a screen magnifier? Extracts taken from the RNIB See it Right Pack, available from: rnib.org.uk Telephone

12 Action on Hearing Loss (formerly RNID) is the largest UK charity helping people who are confronting deafness, tinnitus and hearing loss. We give support and care, develop technology and treatments, and campaign for equality. We rely on donations to continue our vital work. To find out more, visit actiononhearingloss.org.uk Contact our free, confidential Information Line: Telephone Textphone SMS (standard text message rates apply) Join us Action on Hearing Action on Hearing Loss is the trading name of The Royal National Institute for Deaf People. A registered charity in England and Wales (207720) and Scotland (SC038926). A1329/1216

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