Communication

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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. 

Additional Resources

• To request Document Remediation Services from the Department on Disability, please visit bit.ly/dod-remediation.

• 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. 

Content coming soon. 

Guidelines

1. 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. 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.

Font Size

• 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 is powerful, and the way we speak about people with disabilities reflects our values and attitudes. By using respectful, person-first or identity-first language, and by avoiding derogatory terms or outdated expressions, we can create a more inclusive and welcoming environment for everyone. Here are some guidelines on how to properly speak about people with disabilities, including language to use and language to avoid.

Person-First Language

Person-first language is a respectful approach that emphasizes the individual, not the disability. For example:

• • Use: "Person with a disability" instead of "disabled person" or “the handicap.”

  • Use: "Person who uses a wheelchair" instead of "wheelchair-bound person."

This language places the person before their condition and not defining them by their disability.

Identity-First Language

Some people prefer identity-first language, where the disability is acknowledged as an integral part of their identity. This preference varies among individuals, so it's important to respect the language that a person uses to describe themselves. 

• • For example: "Autistic person" instead of "person with autism."

Language to Use

• • People with disabilities: A broad and respectful term that can be used in most contexts.

  • Accessible: Describes spaces, services, and products designed to be usable by people with disabilities.

  • Person who is blind or has low vision: Focuses on the person rather than the condition.

  • Person who is Deaf or hard of hearing: Acknowledges the range of hearing abilities.

  • Person with a cognitive disability: Use this term rather than outdated terms like "mentally retarded."

Language to Avoid

• • "The disabled": This phrase groups people into a category defined solely by their disability, which can be dehumanizing. Instead, use "people with disabilities" to emphasize the person rather than the disability.

  • "Handicapped": This term is outdated and can be seen as offensive.

  • "Suffering from" or "afflicted with": These phrases imply pity or that the disability is a burden.

  • "Special needs": Some people find this term patronizing. Instead, use "specific needs" or "individual needs."

  • "Crippled", "invalid", or “retarded”: These are derogatory terms and should not be used.

  • "Confined to a wheelchair" or "wheelchair-bound": Instead, 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.

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 Disorders

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

Refers to individuals with partial or total hearing loss.

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 Illnesses

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 - Visually Impaired

Refers to individuals with partial vision loss, including those who are blind.

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.

Additional Definitions

Auxiliary Aids and Services

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

Braille

A system of raised dots that blind or visually impaired people can feel with their fingers to read.

Captioning

Written text that shows what is said in a video or TV program. This includes spoken words and other sounds like music or sound effects. There are two types:

• • Closed Captioning: Text that can be turned on or off on your TV or other device.

  • Open Captioning: Text that is always visible and cannot be turned off.

Communication Board

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

Interpreters and Transliterators

People trained to help others communicate when they have hearing, speech, or vision disabilities. They use methods like sign language or lip-reading to translate spoken or signed communication.

• • Cued Speech Transliterators: Use hand shapes around the face to represent sounds in spoken language.

  • Oral Interpreters/Transliterators: Lip-read and silently mouth words to help people who rely on lip-reading.

  • Re-Voicer: Repeats what a person with a speech disability says in clear speech.

  • Sign Language Interpreters: Translate spoken words into sign language and vice versa.

  • Tactile/Protactile Interpreters: Use touch to communicate with people who are both deaf and blind.

Large Print

Text that is printed larger for people with low vision. Usually, the text is at least 16 to 18 points in size.

Note-Takers

People who write down or record information for individuals who have trouble taking notes themselves.

Reader

Someone who reads printed material out loud to people who are blind or have other reading difficulties.

Reasonable Accommodation

A change, exception, or adjustment to a rule, policy, practice, or service that may be necessary for a person with a disability to have equal access to services, programs, or activities. This may involve providing assistive devices, altering work schedules, or making physical spaces accessible, as long as it does not impose an undue hardship or fundamentally change the nature of the service, program, or activity.

Screen Reader

Software that reads out loud the text and directions on a computer screen for people who are blind or have visual impairments.

Speech Output Devices with Text-to-Speech Software

Devices that turn written text into spoken words.

Telecommunications Relay Service (TRS) 

A service that helps people with hearing or speech disabilities make phone calls. A communications assistant relays messages between the person with the disability and the person they are calling.

• TTY Calls: Uses a text machine for real-time typing and reading messages over the phone.

• Voice Carry Over (VCO): Lets people who can speak but can't hear use a phone, with text messages relayed back to them.

• Hearing Carry Over (HCO): Lets people who can hear but can't speak use a phone, with their messages typed and read by an assistant.

• Speech to Speech (STS): Helps people with speech disabilities by repeating their messages clearly.

• Spanish Relay Service: Provides relay calls in Spanish for Spanish-speaking users.

• Internet Protocol (IP) Relay: Uses the internet to relay messages between people with disabilities and standard phone users.

• Video Relay Service (VRS): Allows people who use sign language to make video calls with an interpreter who translates between sign language and spoken English.

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.