Communication

Alternative Formats

Alternative format materials ensure that people with print disabilities or vision-related disabilities can fully access information.

Common formats include:

Braille: Printed materials converted into tactile Braille.
Large Print: Reformatted documents with larger font (typically 16–18 point or higher) and high contrast.
Electronic Formats: Accessible digital files such as properly tagged PDFs, Microsoft Word, or plain text that can be used with screen readers or refreshable Braille displays.
Audio Recordings: Materials recorded and provided in spoken word format.
Tactile Graphics: Raised-line or embossed graphics that convey visual information such as maps, charts, or diagrams.
Captioned or Transcribed Media: Written or time-synced alternatives for videos and audio materials.

Best Practices

Always ask participants what format works best for them.
Providing accessible electronic files is often the fastest and most flexible option, since they can be used with multiple assistive technologies.
Some formats, like Braille and tactile graphics, require extra production time, so confirm requests early.

Accessible Font Selection and Usage

Guidelines

1. Sans-Serif Fonts: These fonts are generally more readable on screens. They lack the small projecting features called "serifs" at the end of strokes, making the text cleaner and easier to read.
2. Clear and Simple: Choose fonts with clear and distinct characters. Avoid overly decorative fonts.
3. Consistent Spacing: Ensure even spacing between characters, words, and lines to enhance readability.
4. Avoid All Caps: Using all uppercase letters can make text harder to read. Reserve all caps for short headings or emphasis.
5. Sufficient Contrast: Ensure high color contrast between text and background. For online content, federal regulations require a color contrast ratio of at least 4.5:1 between text and background. Use webaim.org/resources/contrastchecker to check!

Recommended Fonts

1. Atkinson Hyperlegible: Developed by the Braille Institute, this font features distinct letterforms designed to enhance character recognition and improve readability, especially for low vision readers. This font can be downloaded for free online at https://brailleinstitute.org/freefont.
2. Arial: A widely used sans-serif font known for its simplicity and readability.
3. Verdana: Designed for readability on screens, it has wide letter spacing and clear characters.
4. Tahoma: Another sans-serif font that offers good readability, especially at smaller sizes.
5. Helvetica: A clean and modern sans-serif font that is easy to read.

1. Body Text: Use a minimum of 12-point font size for printed materials and 16 pixels for web content.
2. Headings: Ensure they are larger and distinct from body text to provide clear structure and hierarchy.
3. Large Print Accommodation: Use a minimum font size of 18-point to ensure readability. In some cases, especially for those with more significant vision loss, you might consider using even larger sizes, such as 20-point or 24-point.

Defining Headings

Headings should be used to create a clear structure and hierarchy within your content. They should be:

1. Larger: Use a larger font size than the body text to make headings stand out.
2. Bold or Distinct Font: Consider using a bolder weight or a different, but complementary, font to differentiate headings from body text.
3. Consistent Levels: Use a consistent style for each level of heading (e.g., all H1 headings should look the same, all H2 headings should look the same, etc.).
4. Semantic Markup: For online content, use appropriate HTML tags (H1, H2, H3, etc.) to ensure screen readers and other assistive technologies can interpret the document structure correctly.

Additional Tips

Line Spacing: Use 1.5 line spacing for body text to improve readability.
Accessible Alternatives: Provide options for users to adjust font size and contrast on digital platforms.

Additional Resources:

Document Remediation
- To request Document Remediation Services from the Department on Disability, please visit bit.ly/dod-remediation.
Alternative Formats
- To request copies of documents in alternative formats such as braille and large print from the Department on Disability, please email dod-remediation@lacity.org.

Language Guidelines and Definitions

Language is powerful, and the way we speak about people with disabilities reflects our values and attitudes. Using respectful and accurate language helps create a welcoming and inclusive environment for everyone.

Many people prefer different ways of describing disability. Some people prefer person-first language, while others prefer identity-first language. The most respectful approach is to listen to how individuals and communities describe themselves and follow their lead.

Person-First and Identity-First Language

People describe disability in different ways. Some individuals prefer person-first language, while others prefer identity-first language. Both approaches are widely used and accepted.

Person-first language places the person before the disability.

Examples:

Person with a disability
Person who uses a wheelchair
Person with low vision

This approach emphasizes the individual rather than defining someone by their disability.

Identity-first language places the disability as part of a person’s identity.

Examples:

Disabled person
Autistic person
Deaf person

Many people use identity-first language because they see disability as an important part of their identity, culture, or community.

Preferences may vary depending on the individual or community. When possible, respect the language people use to describe themselves.

Language to Use

People with disabilities: A broad and respectful way to refer to individuals with disabilities.
Accessible: Describes spaces, services, programs, technology, or information that people with disabilities can use.
Person who is blind or has low vision: Describes people with vision disabilities.
Person who is Deaf or hard of hearing: Describes people with varying levels of hearing loss.
Person with an intellectual disability: Current term used instead of outdated language.
Wheelchair user: Recognizes that wheelchairs are tools that support mobility and independence.

Language to Avoid

The disabled: Avoid grouping people into a category defined only by disability. Use people with disabilities or disabled people depending on context.
Handicapped: This term is outdated and generally considered inappropriate.
Suffering from or afflicted with: These phrases imply pity or assume disability is negative. Use neutral language such as person with or person who has.
Special needs: Many people consider this phrase patronizing. Use disability, access needs, or describe the specific need.
Crippled, invalid, or retarded: These are derogatory terms and should never be used.
Wheelchair-bound or confined to a wheelchair: Wheelchairs provide mobility and independence. Use wheelchair user or person who uses a wheelchair.

Respecting Preferences

Always ask individuals how they prefer to be described and respect their choices. Not everyone will prefer person-first language; some may identify strongly with their disability and choose identity-first language. By listening and adapting to individual preferences, you demonstrate respect and understanding.

Avoiding Euphemisms

Avoid using euphemisms that may minimize or obscure the reality of a disability. For example, "differently-abled" or "challenged" can be seen as dismissive or condescending. It’s better to use clear, straightforward language.

Emphasize Abilities, Not Limitations

Focus on what people can do rather than what they cannot. Instead of highlighting limitations, emphasize abilities, contributions, and participation.

Examples of Positive Language Use

"She’s an artist who is Deaf."
"He is living with multiple sclerosis."
"They are a student with a learning disability."

In these examples, the emphasis is on the person’s identity and their role in society, rather than their disability alone.

Glossary

Accessibility Terms

Auxiliary Aids and Services
Tools and services that help people with disabilities communicate effectively. Examples include sign language interpreters, captioning, assistive listening devices, and Braille materials.

Accessible
Designed so people with disabilities can use or participate in a program, service, environment, or technology.

Assistive Technology (AT)
Devices or software that help people with disabilities perform tasks. Examples include screen readers, alternative keyboards, and speech-to-text software.

Audio Description (AD)
Spoken narration that describes important visual information in a video, television program, or live event.

Braille
A system of raised dots that people who are blind or have low vision read using their fingers.

Captioning
Text that displays spoken dialogue and important sounds in video content.

Types of captioning include:

Closed Captioning (CC) - Captions that viewers can turn on or off.
Open Captioning - Captions that are always visible and cannot be turned off.

Communication Access Realtime Translation (CART)
Realtime captioning provided during meetings, presentations, or events.

Large Print
Text printed in a larger size, usually at least 16 to 18 point font, for people with low vision.

Screen Reader
Software that reads digital text aloud for people who are blind or have low vision.

Communication Support

American Sign Language (ASL)
A visual language used by many Deaf people in the United States.

Sign Language Interpreter (SLI)
A professional who interprets between spoken English and American Sign Language.

Video Remote Interpreting (VRI)
A service that provides sign language interpretation through video technology.

Video Relay Service (VRS)
A telecommunications service that allows Deaf individuals using sign language to communicate with hearing people through an interpreter.

Telecommunications Relay Service (TRS)
A service that helps people with hearing or speech disabilities communicate over the phone. Older technologies such as TTY are still referenced in law but are less commonly used today.

Disability and Access Terms

Disability Access and Functional Needs (DAFN)
A term used in emergency planning to describe services and support needed by people with disabilities and others who may need assistance during emergencies.

Reasonable Accommodation
A change or adjustment that allows a person with a disability equal access to employment, services, or programs.

Universal Design
Designing environments, products, and services so they can be used by the widest range of people without needing adaptation.

Additional Definitions

Communication Board

A board with letters, pictures, or words that people use to communicate by pointing.

Interpreters and Transliterators

Professionals trained to help people communicate when they have hearing, speech, or vision disabilities. Examples include:

Sign language interpreters
Oral interpreters
Cued speech transliterators
Tactile or protactile interpreters
Re-voicers

Note-Takers

People who record or write information for individuals who have difficulty taking notes.

Reader

Someone who reads printed material aloud for people who are blind or have other reading disabilities.

Speech Output Devices

Devices that convert written text into spoken words.

Disability-Related Acronyms

AAC – Augmentative Alternative Communication

Tools that help people with communication difficulties express themselves.

ACO - AIDS Coordinator's Office

A department that coordinates services for people living with HIV/AIDS.

AD - Audio Description also referred to as Video Description

Spoken descriptions of visual elements in videos or TV shows for people who are blind or have low vision.

ADA - Americans with Disabilities Act

A law that protects the rights of people with disabilities.

ADAC - Americans with Disabilities Act Coordinator

A person responsible for ensuring ADA compliance in an organization.

ADR - Alternative Dispute Resolution

A method for resolving conflicts without going to court.

AFB - American Foundation for the Blind

An organization that provides resources for people who are blind or visually impaired.

AFE - Authorization for Expenditures

A document that gives permission to spend money for a specific purpose.

AIDS - Acquired Immune Deficiency Syndrome

A disease caused by the HIV virus that weakens the immune system.

ALDs - Assistive Listening Devices

Devices that help people hear better in noisy environments. Also known as Assistive Listening Systems.

APS - Adult Protective Services

A service that protects vulnerable adults from abuse or neglect.

APZ - Accessible Parking Zone

A designated parking area for people with disabilities.

ASD - Autism Spectrum Disorder

A group of developmental disabilities that affect social interaction and communication.

ASL – American Sign Language

A visual language used by people who are Deaf or hard of hearing.

AT - Assistive Technology also referred to as Adaptive Technology

Tools or devices that help people with disabilities use computers, like special keyboards or software.

BC - Blue Curb

A curb painted blue to indicate a parking space for people with disabilities.

CAO - City Administrative Officer

An official responsible for managing a city's budget and operations.

CART - Communication Access Realtime Translation also referred to as Computer-Assisted Real-Time captioning

Real-time text translation of spoken words displayed on a screen, useful in meetings or events.

CASp - Certified Access Specialist

A professional who ensures buildings are accessible to people with disabilities.

CBC - California Building Code

A set of regulations that governs building construction in California.

CBO - Community Based Organization

A local organization that provides services to a specific community.

CC - Closed Captioning

Text on a screen that displays spoken words and sounds for people who are Deaf or hard of hearing.

CDD - Council for Developmental Disabilities

A group that advocates for the rights of people with developmental disabilities.

CDC - Centers for Disease Control and Prevention

A federal agency that protects public health and safety.

CD - Cognitive Delay

A slower rate of development in thinking and learning.

CIL - Center for Independent Living

A resource center that supports people with disabilities in living independently.

COD - Commission on Disability

A group that advises on issues related to people with disabilities.

COOP - Continuity of Operations Plan

A plan that ensures essential functions continue during an emergency.

CORE - Community Outreach, Referrals, and Education

Programs that connect people to services and educate the public.

CP - Cerebral Palsy

A group of disorders that affect movement and muscle tone.

CSS - Constituent Service System

A system that manages requests and complaints from the public.

CTS - Captioned Telephone Service

A phone service that provides captions of spoken conversations for people who are hard of hearing.

DAFN - Disability Access & Functional Needs

Services that ensure people with disabilities are supported during emergencies.

DASD - Disability Access Services Division

A division that provides accessibility services and support.

DB - Deaf-Blindness

A condition that involves both hearing and vision loss.

DD - Developmental Disability

A group of conditions that impair physical, learning, language, or behavioral development.

DHHS - Department of Health and Human Services (Federal)

A federal agency that provides health and social services.

DHH - Deaf or Hard-of-Hearing

Refers to people with little or no hearing ability.

DMD - Disability Mentoring Day

An event that connects people with disabilities to career opportunities.

DME - Durable Medical Equipment

Medical devices that are reusable and support health care needs.

DOD - Department On Disability

A department that advocates for the rights and needs of people with disabilities.

DOE - Department of Education

A federal agency that oversees education policies and programs.

DOJ - Department of Justice

A federal agency responsible for enforcing laws and ensuring public safety.

DOL - Department of Labor

A federal agency that protects workers' rights and promotes fair labor practices.

DOR - Department of Rehabilitation

A department that helps people with disabilities find and keep jobs.

DOT - Department of Transportation

A government agency that manages transportation systems and infrastructure.

DRN - Disability Rights Network

An organization that advocates for the rights of people with disabilities.

DRS - Division of Rehabilitation Services

A division that provides services to help people with disabilities achieve independence.

DS - Down Syndrome

A genetic disorder that causes developmental delays and physical characteristics.

DSA - Division Of State Architect

A division that ensures public buildings meet accessibility standards.

ED - Emotional Disturbance

A condition that affects a person's ability to manage emotions and behavior.

EMD - Emergency Management Department

A department that plans and coordinates responses to emergencies.

EOC - Emergency Operations Center

A central location where emergency response is coordinated.

ESA - Emotional Support Animal

An animal that provides comfort and support to a person with a mental or emotional condition.

FMS - Financial Management System

A system that manages an organization’s finances and budgeting.

FNSS - Functional Needs Support Services

Services that support people with disabilities during emergencies.

HI - Hearing Impaired

An older term sometimes used to describe hearing loss. Many people prefer Deaf or Hard of Hearing.

HH or HoH - Hard of Hearing

Refers to individuals with some hearing loss but who are not Deaf.

HHS - Health and Human Services

A department that provides health and social services.

HIV - Human Immunodeficiency Virus infection

A virus that attacks the immune system and can lead to AIDS.

HOH - Hard of Hearing

Refers to individuals with some hearing loss but who are not Deaf.

I&R - Information and Referral

A service that connects people to information and resources.

ID - Intellectual Disability

A condition that limits intellectual functioning and adaptive behavior.

IEP - Individualized Education Program

A plan developed to ensure a child with a disability receives specialized instruction and services.

ILC/CIL - Independent Living Center/Center for Independent Living

A resource center that supports people with disabilities in living independently.

IWD - Individual with Disability

A person who has a physical or mental impairment that limits one or more major life activities.

JAN - Job Accommodation Network

A resource that helps employers and people with disabilities find job accommodations.

LA 28 - Los Angeles 2028

The organization responsible for planning the 2028 Olympic and Paralympic Games in Los Angeles.

LAC - Local Assistance Center

A location where people can get help after a disaster or emergency.

LACAO - Los Angeles City Attorney Office

The office that provides legal counsel to the city government.

LADBS - The Los Angeles Department Of Building And Safety

A department that ensures buildings are safe and meet regulations.

LADOA - Los Angeles Department of Aging

A department that provides services and support to older adults.

LADOT - Los Angeles Department Of Transportation

A department that manages transportation in the city, including traffic and public transit.

LAHSA - Los Angeles Homeless Services Authority

An organization that coordinates services for people experiencing homelessness in Los Angeles.

LD - Learning Disability

A condition that affects the ability to learn, especially in reading, writing, or math.

LDW - Light Duty Worker

An employee who is temporarily assigned less physically demanding work due to injury or illness.

LSW - Licensed Social Worker

A professional who is licensed to provide social work services.

LV - Low Vision

When a person’s vision is significantly impaired.

MA - Medical Assistance

A program that provides health coverage to eligible individuals.

MH - Mental Health

A person’s emotional, psychological, and social well-being.

MI - Mental Illness

A condition that affects a person’s thinking, feeling, behavior, or mood.

MO - Mayor’s Office

The office of the elected leader of the city.

NAMI - National Alliance on Mental Illness

An organization that provides support and advocacy for people affected by mental illness.

NCIL - National Council on Independent Living

An organization that advocates for the rights of people with disabilities.

OT - Occupational Therapy/Therapist

A type of therapy that helps people develop or recover skills needed for daily living and working.

PIO - Public Information Officer

A person responsible for communicating information to the public and the media.

PLUM - Planning Land Use Management

A committee or department that manages land use and planning in a city.

PTSD - Post Traumatic Stress Disorder

A mental health condition triggered by experiencing or witnessing a traumatic event.

PWD - Person/People with Disabilities

Individuals who have physical, mental, or sensory impairments.

RA - Rehabilitation Act

A federal law that prohibits discrimination against people with disabilities.

RAFFLA - ReelAbilities Film Festival Los Angeles

A film festival showcasing movies that focus on the lives of people with disabilities.

SAMHSA - Substance Abuse and Mental Health Services Administration

A federal agency that improves access to services for substance abuse and mental health.

SDG - Sustainable Development Goals

Global goals set by the United Nations to promote peace, prosperity, and environmental sustainability.

SE - Supported Employment

A program that helps people with disabilities find and keep jobs.

SLI - Sign Language Interpreter

A professional who translates spoken language into American Sign Language for Deaf or hard-of-hearing individuals.

SM - Social Media

Online platforms where people share information, such as Facebook, Twitter, and Instagram.

SNAP - Supplemental Nutrition Assistance Program

A federal program that provides food assistance to low-income individuals and families.

SNF - Skilled Nursing Facility

A healthcare facility that provides 24-hour nursing care and rehabilitation services.

SO - Service Officer

An individual who provides support and assistance to people applying for services, often in a government or non-profit setting.

SPD - Sensory Processing Disorder

A condition that affects how the brain processes sensory information, leading to challenges in daily functioning.

SSI - Supplemental Security Income

A federal program that provides financial assistance to people with disabilities, or who are elderly, and have limited income.

SSD - Social Security Disability

Benefits provided by the federal government to individuals who are unable to work due to a disability.

SSDI - Social Security Disability Insurance

A federal program that provides benefits to disabled individuals who have paid into Social Security.

SSP - Support Service Provider

A professional who assists Deaf-blind individuals by providing visual and environmental information.

TBI - Traumatic Brain Injury

An injury to the brain caused by an external force, which can affect physical and cognitive functioning.

TDD/TTY - Telecommunications Device for the Deaf/Teletypewriter

Devices that allow individuals who are Deaf, hard of hearing, or speech-impaired to communicate over the phone by typing.

TSA - Transportation Security Administration

A federal agency responsible for airport security and other forms of transportation security.

TRS - Telecommunications Relay Service (TRS)

A service that helps people with hearing or speech disabilities make phone calls.

USC - United States Code

The official compilation of federal laws of the United States.

VA - Veterans Affairs

A federal department that provides services and benefits to military veterans.

VI - Vision Impairment / Low Vision

Often described as blind or low vision.

VP - Videophone

A phone that lets users see and speak to each other through video, useful for people who use sign language.

VR - Vocational Rehabilitation

A program that helps people with disabilities prepare for, find, and maintain employment.

VRI - Video Remote Interpreting

A service that provides sign language interpreting through video technology.

WAI - Web Accessibility Initiative

A project by the World Wide Web Consortium (W3C) that develops guidelines for making web content accessible to people with disabilities.

WCAG - Web Content Accessibility Guidelines

Guidelines created to ensure that web content is accessible to all users, including people with disabilities.

WIC - Women, Infants, and Children

A federal program that provides nutritional support to low-income pregnant women, new mothers, and young children.

WIOA - Workforce Innovation and Opportunity Act

A federal law that provides workforce development activities and training for job seekers, including those with disabilities.

YLF - Youth Leadership Forum

A program that develops leadership skills in young people, often focused on individuals with disabilities.

YWD - Youth with Disabilities

Refers to young people who have physical, mental, or sensory impairments.

Supporting Effective Communication for People with Speech Disabilities

Communication Tools

Pen and Paper
- Have a pen and paper ready for the constituent to use. Ensure the paper is of good quality and the pen writes smoothly.
- Allow them adequate time to write their responses without feeling rushed.
- Encourage them to write clearly and legibly. If you have difficulty reading their handwriting, politely ask for clarification.

Digital Tools

- Google Docs
  - If you have access to a computer or tablet, open a Google Doc before the meeting starts. Share the document with the constituent so they can type their responses in real time.
  - Google Docs allows both parties to see the responses as they are typed, facilitating a more interactive and immediate form of communication.
  - The constituent can easily correct any mistakes or rephrase their responses, ensuring clarity.
- Communication Access Real-Time Translation (CART) Services
  - If available, arrange for CART services where a trained CART provider will transcribe spoken communication into text in real-time.
  - The text can be displayed on a screen or device, allowing the constituent to read what is being said and respond accordingly.
  - Combine CART services with Google Docs or other digital tools to ensure all parties can follow the conversation seamlessly.

Enhancing the Experience

Preparation
- Ensure all digital devices are charged and functioning properly before the meeting.
- Make sure the constituent has access to a Google account if needed or set up a document that doesn’t require sign-in.
Environment
- Choose a quiet location to minimize distractions and make communication easier.
- Ensure the meeting space is comfortable, with adequate lighting and seating arrangements.
Additional Communication Methods
- If you or someone present knows sign language, this could be an invaluable way to communicate.
- There are various apps available that can convert typed text into spoken words, which might be helpful in some contexts.

Being Patient and Attentive

Pay close attention to their written or typed responses, showing that you value their input.
Use non-verbal communication like nodding, smiling, and maintaining eye contact to show engagement and understanding.

Feedback and Confirmation

Regularly confirm that you have understood their points correctly. This can be done by summarizing their responses and asking for confirmation.
Ask open-ended questions to encourage detailed responses and ensure you cover all necessary topics.

Follow-Up

Providing a Summary
- After the meeting, provide a written summary of the discussion, ensuring the constituent agrees with the recorded points.
Accessibility
- Ensure that any follow-up communication remains accessible and consider their preferred method of communication for future interactions.

Auxiliary Aids and Services

The Americans with Disabilities Act (ADA) requires public entities and businesses to provide auxiliary aids and services when needed to ensure effective communication with people with disabilities, including individuals who are Deaf, hard of hearing, blind, or have low vision.

Auxiliary aids and services help ensure that communication with people with disabilities is as effective as communication with others.

This information is based on guidance from the U.S. Department of Justice and the ADA National Network:

Factors to Consider for Effective Communication

When determining which auxiliary aid or service is appropriate, consider:

The communication method preferred by the individual
The nature and purpose of the communication
The length and complexity of the interaction
The context in which communication is taking place

Whenever possible, the public entity should give primary consideration to the aid or service requested by the individual with a disability.

Public entities and businesses may not charge individuals with disabilities for the cost of providing auxiliary aids or services.

Examples of Auxiliary Aids and Services

For Individuals Who Are Deaf or Hard of Hearing

Auxiliary aids and services may include:

Qualified sign language interpreters provided on-site or through Video Remote Interpreting (VRI)
Real-time captioning services such as Communication Access Realtime Translation (CART)
Notetakers
Written materials or exchange of written notes
Assistive listening systems and devices
Telephones compatible with hearing aids
Captioned telephones, videophones, and text telephones (TTY)
Open or closed captioning, including real-time captioning
Speech-to-text display systems
Accessible electronic and information technology
Other effective methods for providing access to spoken information

For Individuals Who Are Blind or Have Low Vision