Staff should always listen attentively and not be afraid or embarrassed to ask the person to repeat a word or phrase they do not understand. In some situations, keeping paper and pencil on hand so the person can write out words that staff cannot understand or simply allowing more time to communicate with someone who uses a communication board or device may provide effective communication.
A “qualified” reader means someone who is able to read effectively, accurately, and impartially, using any necessary specialized vocabulary. For people who are blind, have vision loss, or are deaf-blind, this includes providing a qualified reader information in large print, Braille, or electronically for use with a computer screen-reading program or an audio recording of printed information.The ADA uses the term “auxiliary aids and services” (“aids and services”) to refer to the ways to communicate with people who have communication disabilities.
The rules apply to communicating with the person who is receiving the covered entity’s goods or services as well as with that person’s parent, spouse, or companion in appropriate circumstances.The key to communicating effectively is to consider the nature, length, complexity, and context of the communication and the person’s normal method(s) of communication.Covered entities must provide auxiliary aids and services when needed to communicate effectively with people who have communication disabilities.The purpose of the effective communication rules is to ensure that the person with a vision, hearing, or speech disability can communicate with, receive information from, and convey information to, the covered entity.This publication is designed to help title II and title III entities (“covered entities”) understand how the rules for effective communication, including rules that went into effect on March 15, 2011, apply to them. The goal is to ensure that communication with people with these disabilities is equally effective as communication with people without disabilities. The ADA requires that title II entities (State and local governments) and title III entities (businesses and nonprofit organizations that serve the public) communicate effectively with people who have communication disabilities.
For example, people who are blind may give and receive information audibly rather than in writing and people who are deaf may give and receive information through writing or sign language rather than through speech. People who have vision, hearing, or speech disabilities (“communication disabilities”) use different ways to communicate. For information about the legal requirements, visit Laws, Regulations & Standards.For a beginner-level introduction to a topic, view Featured Topics.Read this to get specific guidance about this topic.
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