Standard 3:

Public Counters/Field Service

Written Materials

Counter Access

Customer Service

Issue #1:

WRITTEN MATERIALS

AUTHORITY:

Code of Federal Regulations 35.160 - 35.164

LEGAL REQUIREMENTS:

  1. A public entity must ensure that its communications with individuals with disabilities are as effective as communications with others. Where a public entity provides information in written form, it must when requested, make that information available to individuals with vision impairments in a form that is usable by them.
  2. Assistance should be provided on a case by case basis in order to meet individual needs.
  3. Available alternate formats could include:

* enlarged print

* audio recordings

* brailled documents

* computer disk copies

* readers

* interpreters (requested in advance)

DEPARTMENT ADA COORDINATOR RESPONSIBILITIES:

  1. Post a sign at each departmental public counter reading, "Accessible Formats Available, On Request" (see attached).
  2. Contact the Disability Compliance Office for requests for computer disk copies if you do not have a scanner available. There is generally a one week turnaround for this service.
  3. Braille documents can be produced through:

Braille Transcribing MSMT

Contact person: Deanna

Phone: (707) 579-1115

Comment: The California Council of the Blind (CCB) has used the services for many years and has been satisfied with the quality of work. It has been a CCB

experience that this business can do Brailing with a quick turnaround time.

Braille Transcribing

The Braille Institute of America, Inc.

741 North Vermont Avenue

Los Angeles, CA90029

Contact person: Carol Jimenez

Phone: (323) 663-1111 ext. 231

Braille Transcriber

14826 Moringside Drive

Poway, CA92064

Contact person: Alice McGary

Phone: (619) 748-5007

Email:

Comment: CSUS Disabled Students Services is contacted with Ms. McGary to

Braille several textbooks and has been very satisfied with the services.

Braille Transcriber

COMPUBRAILLE, Inc.

2791 24th Street- Room 8

Sacramento, CA95818

Phone: (916) 455-9121

Comment: This is a non-profit volunteer group that charges only for the

materials, and not the labor. However, it is a volunteer group and

turnaround time for the production of the Braille is unknown. The group does

quality work.

Access-USA

P.O. Draw 160

242 James Street

Clayton, NY13624

Phone: 1-800-263-2750

Fax: 1-800-563-1687

Contact person: Deborah Haight

Email:

Website:

Comment: Sacramento Regional Transit contracts with this business to produce

its DECAT packets in Braille and on audiocassette tapes. Ann, who works for

Laura Forrester, Access Administrator, SRTD says they are very happy with

the service and the quick turnaround time for producing materials in Braille

and on audiocassette tapes.

ACCESSIBLE

FORMATS AVAILABLE, UPON REQUEST

Issue #2:

COUNTER ACCESS

AUTHORITY:

Code of Federal Regulations 35.160 - 35.164

ADAAG 4.32.4

LEGAL REQUIREMENTS:

a) A public entity must ensure that its communications with individuals with disabilities are as effective as communications with others.

b) The tops of accessible tables and counters shall be from 28 to 34 inches above the finished floor or ground.

c) All new public counters shall meet ADAAG guidelines as in "b" above.

d) When current public counters are not accessible, the department shall provide service in an alternate manner as outlined in the "Public Counter Customer Service Guidelines" (attached).

DEPARTMENT ADA COORDINATOR RESPONSIBILITIES:

a) Review "Public Counter Customer Service Guidelines" and file in Accessibility Standards Binder.

b) Distribute copies of the guidelines to all public counters in the department, along with sample memo outlining its purpose and use.

Issue #3:

CUSTOMER SERVICE

AUTHORITY:

Code of Federal Regulations 35.130 (b) (1) (iii)

LEGAL REQUIREMENTS:

a) Aids, benefits or services provided to individuals with disabilities must be as effective in affording equal opportunity as those provided to others.

DEPARTMENT ADA COORDINATOR RESPONSIBILITIES:

a) Review attached "Public Counter Customer Service Guidelines" and file in Accessibility Standards Binder.

b) Distribute copies of the guidelines to all public counters and field representatives in the department, along with sample memo outlining its purpose and use. Department may revise sample memo as it deems necessary. It is recommended that the Guidelines be inserted into plastic covers when distributed to counter staff.

Public Counter Customer Service Guidelines

SERVING CUSTOMERS WITH DISABILITIES
Customers with disabilities may make you feel a little nervous, or embarrassed, or shy because you're not quite sure how to handle the situation.
Here are some suggestions to help you and your customer to be more comfortable:
  • Look the customer in the eye and speak directly to them,
even if they have a companion.
  • Ask if you may help when the customer is obviously
distressed, and respect the answer, either way.
  • If there is a speech difficulty, relax and give the person the
time they need to get the message out. It is fine to ask the
person to repeat, or for you to repeat what you think you
heard. You may want to offer a pen and a piece of paper for
further clarification.
  • Move obstacles out of the way.

  • Never move or touch wheelchairs, crutches, or guide dogs.

  • For deafness or hearing impairments, speak slowly, facing
the customer. Use a notepad if necessary.
  • Offer to assist with forms if the person cannot write legibly

  • Your calm acceptance and reassurance will make BOTH of you more comfortable so that you can transact your service.

Non-Accessible Counters (higher than 34"):
  • Go around to the other side of the counter if you
cannot make eye contact.
  • Offer an accessible table or a clipboard for filling out
forms.
  • Offer a chair to customers who cannot stand in lines.

  • Assist customers with disabilities with forms, when
necessary.