Americans with Disabilities Act: A Guide for County Employees

Montgomery County is committed to providing residents with disabilities the opportunity for full participation in all its programs, services and activities. This guide has been prepared by the Department of Health and Human Services to help County staff ensure that services, public activities and public information are accessible to those with disabilities. Questions? Please contact DHHS’ Accountability and Customer Services at 240-777-1098 (voice) or 240-777-1398 (TTY).   

The Americans with Disabilities Act (ADA), Public Law 101-336, enacted in 1990, prohibits discrimination against persons with disabilities in employment, state and local government programs, public and private transportation, public accommodations and telecommunications services. The ADA defines disability as a physical or mental impairment that substantially limits one or more major life activities, such as walking, seeing, hearing, speaking, breathing, learning or cognitive ability. The Act states that all people with disabilities are entitled to full access to programs and services provided by a state or local government unless the modification needed to make it accessible would result in a fundamental alteration of the program, or in undue financial and administrative burdens on the government.

In addition, state and local governments are required to provide auxiliary aids and services, when necessary, to ensure effective communications. Policies, practices and procedures that deny equal access to individuals with disabilities must be modified as well.

Serving Customers with Disabilities

Facilities

All programs and services should be available in facilities accessible to people with mobility or sight limitations. The facilities should have an accessible path to parking designated for people with disabilities and access to public areas, including rest rooms. Remove objects that may be barriers, such as boxes or bins. To make facilities safer for people with visual impairments, remove protruding objects, such as signs and art objects from the walls. If services are provided at a location that is not accessible to those with a disability, the service must be provided in an alternate location as well. Options include a different office, floor, building - or even the person’s home. You should consult the person with the disability regarding the preferred alternate location. Any public meeting must be held in a location that is accessible. If the meeting place is not on the ground floor, a ramp or elevator must be available so those with mobility limitations can attend the meeting.

Telephone Services

Offices with high volumes of public phone contact should have a TTY machine (telecommunications device for people with hearing or speech impairments). Potomac Telecommunication of Rockville has a contract with the State for TTY machine purchases at government rates, and can be contacted at 301-762-4005 (voice/ TTY). Offices without sufficient phone contact with the public to warrant purchasing a TTY machine should use the Maryland Relay Service for telephone communication to those with hearing losses or speech impairments who have a TTY machine. The Relay Service converts your voice into a readable message on the customer’s TTY. All employees who work with the public should have a sticker with the Relay Service’s number on their phone. The number is 711 for in-state calls and 1-800-735-2258 for out-of-state calls. There is no cost for this service. An informational video about the Maryland Relay Service may be borrowed and stickers obtained by calling Customer Services 240-777-1098 (voice) or 240-777-1398 (TTY).

Staff may communicate via written notes with customers who have a hearing loss or who have difficulty communicating verbally. Some persons with hearing impairments may also lip read, and staff should always face them when speaking.

Sign Language Interpreters

Sign language interpreters must be provided if requested by someone accessing services or attending a public event. The department, not the requesting party, must pay the cost. Staff should not ask the requesting party’s family members or friends to act as interpreters. To obtain an interpreter, call Customer Services 240-777-1098 (voice) or 240-777-1398 (TTY) to obtain a purchase order number. Then call Birnbaum Interpreting Services 301-587-8885 to make the arrangements. Birnbaum will fax an Interpreter Request form so the request is in writing. It's advisable to schedule interpreters as far in advance as possible (at least 72 hours in advance) to avoid the surcharge for requests received upon shorter notice. In emergencies when an interpreter is needed and it is after normal business hours, call Birnbaum at 301-587-5941. A purchase order number must be obtained the next day. If you need additional assistance arranging sign language interpreter services, please call 240-777-1485 (voice) or 240-777-1398 (TTY).

Assistive Listening Systems

Audioloops connected to a microphone enhance sound for those with hearing aids or using headsets. Permanent audioloops are installed in the Council Office Building 7th Floor Hearing Room, the COB 3rd Floor Hearing Room, the Executive Office Building Lobby Level Auditorium, the Bethesda-Chevy Chase Regional Services Center and at 401 Hungerford Drive, in the 5th floor conference room. For best reception, the person needs to sit within or near the looped area. For rooms without
permanent audioloops, portable audioloops may be purchased. For information on purchasing an audioloop, contact DHHS at 240-777-1098 (voice) or 240-777-1398 (TTY).

Public Information

Brochures and Other Types of Publications

All printed materials for the public include the following statement: "Alternative formats of this document are available upon request by calling      _____ ." Insert the phone number of the staff issuing the publication. When someone requests an alternative format, you may have to:

1. Provide the copy in large print. Either type the document in large letters (30 point) or enlarge the original on a copier machine to about one-half inch per letter. The print shop can also enlarge the document on their copier. 2. Read it to the person. 3. Provide an audiocassette of someone reading the publication. 4. Provide information on a computer disk. People with visual impairments can insert the disk into a computer equipped to read material aloud. 5. Provide the publication in Braille. To get a document printed in Braille, send it to Services for the Visually Impaired, 8720 Georgia Ave., #210, Silver Spring, MD 20910; 301-589-0894. Allow two weeks for processing. Always consult with the customer to determine the most effective way to provide the information.

Flyers and Announcements

Announcements of public or department events must include the following statement:"Sign language interpreter services will be provided only upon request with notice as far in advance as possible but no less than 72 hours prior to the event. If you need other services or aids to participate in this activity, please call ____ (voice) or _____ (TTY). (Insert phone number of the office organizing the event.) Taking these steps will help us have sufficient time to best meet your needs."

Videotapes          

Any videotapes produced by the County must have closed or open captions so that each spoken word is printed in text for the viewer. It's acceptable - but not recommended - to use a sign language interpreter for videos that are not captioned. Using a sign language interpreter in addition to printed text is optional.

Web Sites

All County Web sites must be accessible for people with disabilities. Please see your information technology staff for guidelines on how to make your site user-friendly for people with disabilities.

Service Animals

The ADA defines a service animal as any guide dog, signal dog or other animal individually trained to provide assistance to an individual with a disability. If they meet this definition, animals are considered service animals under the ADA regardless of whether they have been licensed or certified by a state or local government. A service animal must be permitted to accompany the individual with a disability to all areas of the facility where employees and customers are normally allowed to go. An individual with a service animal may not be segregated from other customers or co-workers. 

Additional Information

For additional information, contact DHHS’ Accountability and Customer Services at 240-777-1098 (voice) or 240-777-1398 (TTY).

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