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Implementing Effective Communication Under the ADA

The ADA does not provide guidance on what to do when a person does not self-identify or does not know that she is missing crucial information.

Responding to a survivor’s individual requirements acknowledges the importance you place on what is communicated and on the survivor's needs. But it is rare when someone is explicit about what she requires. People with a wide array of functional limitations need assistance with interpreting information, not only those who make specific requests.

Some people are clear about what their needs are and they request alternative forms of communication.

  • people who use interpreters, e.g. the Deaf
  • people who use assistive technologies
  • people who use Braille
  • a small proportion of the people who have hearing loss
  • people with speech impediments - those with cerebral palsy, Parkinson's disease, a laryngectomy, ALS, stuttering, muscular dystrophy, stroke, and other conditions affecting clarity of speech

Effective Communication Under the ADA

Auxiliary aids and services include a wide range of techniques, some of which the provider is responsible for and others that the provider must expect survivors will use. The baseline technologies that providers will want to have access are described in Title III Fact Sheet Series: Providing Effective Communication. Since this document was written, other technologies have been developed.

Telecommunications Relay Services

 Telecommunications Relay Services This link will open a new browser window. include:

  • Video Relay Service (VRS) enables deaf and hard-of-hearing individuals to conduct video relay calls with family, friends, and business associates through a certified sign language interpreter, videophone, TV, and a high-speed Internet connection.
  • IP Relay enables deaf, hard-of-hearing, oral, and late deafened individuals to place text-to-speech relay calls from their mobile device (i.e., Sidekick, BlackBerry®, Treo™, and similar devices) or a personal computer (PC) to any standard telephone user in the U.S.

Text-To-Speech Services in Your State


Call Toll-Free Access Numbers This link will open a new browser window. to access the service called Speech-To-Speech (STS) in your state. STS is a form of Relay Service that provides Communications Assistants (CAs) for people with speech disabilities who have difficulty being understood on the phone. STS CAs are trained individuals familiar with many different speech patterns and language recognition skills. The CA makes the call and repeats the words exactly.

Individuals using STS include those with cerebral palsy, Parkinson's disease, a laryngectomy, ALS, stuttering, muscular dystrophy, stroke, and other conditions affecting clarity of speech. Call the number in your state and ask the CA to dial the number you wish to call.

“Places of public accommodation are required to ensure that customers or clients with disabilities affecting hearing, vision, speech, or cognition are provided with effective communication through auxiliary aids and services that enable them to fully benefit from services, goods, and programs.”  (Title III Fact Sheet Series: Providing Effective Communication)