Departmental ADA Coordinators Academy Session II March 25, 2015 Communicating Effectively with Our Customers Back to Basics Presented by the San Francisco Mayor s Office on Disability
Today s Learning Objectives: Understand what is effective communication under the Americans with Disabilities Act and how to communicate with people with a variety of disabilities. Learn about a variety of communication options that ensure your Department s compliance with ADA requirements. Learn about and implement proper communication when advertising public meetings and events. 2
What is Effective Communication? Under the ADA, effective communication means that a person with a disability can communicate with, receive information from, and convey information to City departments and contractors as effectively as a person without a disability. 3
Effective Communication Requirements Under Title II of the ADA Under Title II of the Americans with Disabilities Act, the City is required to ensure effective communication with all people with disabilities. This incudes: Job Applicants Program Participants as well as with clients parent, spouse, or companion that is involved in the process Members of the Public seeking information about programs, services and activities 4
Where is Effective Communication required? Customer transactions & meetings Information dissemination Brochures, maps, schedules & other print materials Websites & other online information Signage, electronic boards & information kiosks Public Events & Community Meetings 5
Effective Communication Methods To ensure effective communication, we must provide: Alternate formats - Braille, large print (size 18, sans serif font) or electronic versions of documents are helpful to those with visual impairments and some learning disabilities. Auxiliary aids - assistive listening devices, readers, scribers, text to speech or screen reading software are helpful to seniors and people with various disabilities. Auxiliary services - such as American Sign Language (ASL) interpreters & Real-Time Captioning (CART) providers are helpful for seniors, people who are Hard of Hearing and Deaf. Accessible IT & Electronic Media - such as accessible websites, smart PDFs, especially formatted emails make electronic communications accessible to people who use assistive technology. 6
Effective Communication and Primary Consideration When the City provides an auxiliary aid or service to ensure effective communication, we must consider the nature, length, complexity, and context of the communication and the person s preferred method(s) of communication. The City must give primary consideration to the aid or service the individual with a disability has requested. 7
Effective Communication EXCEPT In order for the City to deny a specific way of providing effective communication through an auxiliary aid or service, we must demonstrate either: Fundamental Alteration OR Undue Financial & Administrative Burden In most cases the defenses would typically not be considered for the City and County of San Francisco. We must take into consideration the budget and resources of the entire entity, which in our case is the entire CCSF not just the department. 8
Effective Communication for People with: Hearing Disabilities (Deaf, deaf & Hard of Hearing (HOH)) Visual Disabilities Intellectual Disabilities Learning Disabilities 9 Mental Health Disabilities
Hearing Disabilities (Deaf, deaf & Hard of Hearing (HOH)) Deaf Is used to reference a specific, self defined cultural group with a common history and language Primary language is ASL and may not always communicate comfortably in English Essential elements of Deaf culture are the use of ASL and a common sense of pride in overcoming adversity deaf Refers to severe to profound hearing loss Regardshearing loss solely in medical terms Typically does not associate with the Deaf community but identifies with hearing people Hard of Hearing Refersto mild to moderate hearing loss Typically communicates through spoken language Maybalance being apart ofthe hearing culture and Deaf culture 10
Communication Methods for People with Hearing Disabilities 11
Sign Language Interpreting There are a number of sign language systems but ASL is the most common. Types of Sign Language Interpreting: In person Video Remote Interpreting The interpreter must be qualified. 12
What does a qualified interpreter mean? Under the ADA a qualified interpreter is someone who is able to sign to the individual who is deaf what is being said by the hearing person and who can voice to the hearing person what is being signed by the individual who is deaf. The communication must be conveyed effectively, accurately, and impartially, through the use of any necessary specialized vocabulary. Do they have to be certified? No, certification is not a federal requirement but ensures that those providing the service are meeting a particular level of skills and professional behaviors. National certification of interpreters is through the Registry of Interpreters for the Deaf, or RID. 13
Group Exercise: Scenario 1 Caroline is a senior that was referred by her medical provider to the County Adult Assistance Program for a SSI evaluation. Based upon Caroline s responses during the evaluation, it appears that she is not able to completely hear what questions are being asked. What could CAAP staff do in order to assist Caroline? 14
Visual Disabilities Myth Busters Myth: People who are blind are seeing nothing at all. Only about 18% of people who are visually impaired are classified as being totally blind and the majority of them can differentiate between light and dark (American Foundation for the Blind, 2015). Myth: Most people who are blind read Braille. Fewer than 10% of the 1.3 million legally blind people in the United States read Braille, and just 10% of blind children are learning it (National Federation for the Blind, 2015). Myth: Individuals who are blind compensate with other overdeveloped senses. Usually it is just a combination of hard work and the development of a good memory that allows people with vision loss to adapt and function in the environment. 15
Communication Methods for People with Visual Disabilities 16
Tips for Accessible Print Materials Brightness and Contrast. Large Print size 18+, sans serif font (Arial, Calibri, etc.). Do not put everything in CAPITAL letters! These tips are also helpful for individuals with visual processing learning disabilities. 17
Accessible Emails & Websites Word Documents Attachments: Good and Bad PDFs Text in the main body of emails Web Links in the body of the document Alt. Tags & Long description Image captions 18
Group Exercise: Scenario 2 Bruce, a blind individual, calls a City Department s ADA Coordinator to report that information on their website is inaccessible, including information about the workshops that are offered and their locations, as well as other important forms. How should the ADA Coordinator handle the call? 19
Intellectual Disabilities What is an intellectual disability? Defined by an IQ Score Deficits in two or more adaptive behaviors Affects mental functioning and function skills in a person s environment Clinical diagnosis can include: Down syndrome Traumatic Brain Injury (TBI) Autism Dementia 20
Intellectual Disabilities Delays in oral language Deficits in memory Difficulty learning social rules Difficulty with problem solving skills Lack of social inhibitors Delays in the development of self-help or self-care 21
Communication Methods For People with Intellectual Disabilities Get to know the person s communication method. Ask the individual to repeat if you do not understand their speech. Focus on one topic at a time. Demonstrate verbal instructions. Break down tasks into smaller pieces. Use pictures and other visual aids. Give timelines and inform people before transitions take place. 22
Exercise Caution! DO: Ask the person to repeat back what they understood Check in with the person periodically to see how they are doing or if they need additional assistance DON T: Ask the person do you understand? Hover Assume that the person can generalize 23
Group Exercise Scenario 3 Patty, a person with an intellectual disability, comes into the Department of Elections to register to vote. The person at the counter hands her a clipboard and a pen. She tells Patty, read the instructions on the cover page, then, fill out all of the information on the top half of the first page, sign and date it, and bring it back to me. Patty takes a seat, but after 3 minutes, you notice that she hasn t started the paperwork. What type of assistance might Patty need? 24
Learning Disabilities What is a learning disability? A disability in which a person has difficulty learning in a typical manner Typically, the brain has difficulty receiving and processing information Affects reading, math, writing Level of disability has to do with the severity, frequency and intensity of the person s ability to learn Clinical diagnosis may also include learning disabilities: Dyslexia Attention Deficit Disorder 25
Communication Methods for People with Learning Disabilities Provide a guide that has commonly used concepts, images or symbols Combine visual aids to reinforce written concepts 26
Group Exercise Scenario 4 Todd, a person with a learning disability, participates in a job training program at OEWD. He arrives at the exam site to take a placement exam. There are approximately 30 other people in an open office space. After the instructions are read, you notice that Todd is looking around the room, fiddling with his pencil and very distracted. What strategies might be helpful to Todd? 27
Mental Health Disabilities Medical conditions that disrupt a person's thinking, feeling, mood, ability to relate to others, and daily functioning. Approximately 1 in 4 adults experience a mental health impairment in a given year (NAMI, 2013). 1 in 17 individuals lives with a serious mental health impairment, such as schizophrenia, major depression, or bipolar disorder (National Institute of Mental Health, 2013). 28
Communication Methods for People with Mental Health Disabilities Speak calmly and quietly Refrain from catching the person before asking for permission. Respond to rage with quiet reassurance Slow down the pace Be willing to repeat yourself Listen carefully and don t interrupt Be respectful Do not challenge delusions Make no sudden moves Be patient and take your time 29
Group Exercise Scenario 5 Melinda comes to your office for assistance with a letter from her landlord threatening eviction. There have been complaints of excessive pounding on the walls and ceiling at all hours and her neighbors have been complaining about the noise. Melinda reports that the FBI installed microchips in her walls to control her brain waves and she has been trying to make noise to block their effect. Her landlord is actually an FBI affiliated scientist. How would you assist Melinda with her legal troubles? 30
Accessible Meeting Notices Must be provided in every meeting announcement we send to the public. At a minimum, it includes: Accessibility features of the meeting site. Availability of auxiliary aids and services. A contact person (phone & email) for questions & disability related requests. Suggest (but do not require) a time frame for requests. Accessible transit to the site (optional). 31
Accessible Meeting Notice Example City Hall is accessible to persons using wheelchairs and other assistive mobility devices. Assistive listening devices are available and the meeting itself will be real-time captioned and sign language interpreted. Agendas are available in large print and Braille. Other materials are available in alternative formats upon request. Please make your requests for alternative format or additional accommodations to Jane Doe, 415 555-1212 or e-mail Jane.Doe@sfgov.org. Requesting accommodations at least 72 hours prior to the meeting will help to ensure availability. The accessible MUNI Metro lines are the J, K, L, M, and N (Civic Center Station or Van Ness Avenue Station). MUNI bus lines serving the area are the 47 Van Ness, 9 San Bruno, and the 6, 7, 71 Haight/ Noriega. 32
Communication Access at Public Meetings The Board of Supervisors mandated policy is to have available: Assistive Listening Devices (ALD) for meetings of 50> Real Time Captioning (CART) for meetings of 100> & ALD ASL Interpreter for meetings of 500> & CART & ALD Remember that any video shown at a public meeting or produced with City funds must be open captioned OR accompanied with a transcript whether it is broadcasted or on a City website. YouTube DOES NOT provide accurate or effective captioning! 33
5 Steps to Effective Communication 1. Keep it simple! Communicate clearly and concisely using everyday language. 2. Be creative and flexible in accommodating diverse needs. 3. Be prepared with well thought-out policies and procedures to enhance communication. 4. Train all staff who come in contact with the public about available auxiliary aids and services. 5. Inform the public about auxiliary aids and services through signage, advertising, Web sites, etc. Remember There is no one-size-fits-all solution! 34
Thank You! For more questions & information contact: Joanna Fraguli, Deputy Director for Programmatic Access Tel: 415.554.6750 or Joanna.Fraguli@sfgov.org Heather Kittel, ADA Grievance & Intake Coordinator Tel: 415.554.6060 or Heather.Kittel@sfgov.org Donna Adkins, Programmatic Access Specialist Tel. 415.554.6703 or Donna.Adkins@sfgov.org 35 San Francisco Mayor's Office on Disability www.sfgov.org/mod