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Community Rehabilitation Center, Inc. Clinical Policies and Procedures for Physically Disabled and Deaf and Hard of Hearing

Policy Title: Accommodations for the Physically Disabled and Deaf and Hard of Hearing
Review Date: January, 2026
Policy Update: March, 2026

Policy:

It is the policy of the CRC to provide customers and/or companions with a communication disability with equal access to services, activities, communication, programs and other benefits provided by the agency, to include providing necessary auxiliary aids and accommodation to customers and/or companions who are deaf and hard of hearing or with limited English proficiency. All necessary auxiliary aids and services shall be provided without cost to the person being served.

Purpose: The purpose of this policy is as follows:

  1. Ensure that CRC employees comply with the requirements of the 504 Rehabilitation Act of 1973 and Title II of the Americans with Disabilities Act (ADA) that individuals who are deaf and hard of hearing to have equal access to the agency services, communication and information.

  2. To outline how the agency communicates effectively with individuals who are deaf and hard of Hearing.

  3. ​Provides guidance for employees on how to respond when a client who is deaf and hard of hearing requests communication assistance.

Deaf and Hard of Hearing Accommodations:

  1. CRC will designate a Single Point of Contact (SPOC) who will be responsible for the overall compliance of the agency with the 504 Rehabilitation Act of 1973 and Title II of the Americans with Disabilities Act (ADA).

  2. CRC will provide the name and contact information of Section 504/ ADA Coordinator (SPOC) to all interested parties.

  3. CRC will provide, when requested and at no cost, appropriate auxiliary aid to consumers and companions with communication disabilities, to ensure equal access to services and effective means of communication.

  4. At the request of the individual and where necessary, appropriate auxiliary aids will be provided to include qualified sign language interpreters, captioning services, video relay interpreting, written materials and assisted listening devices.

  5. Staff will conduct an assessment, prior to services, to determine the consumer or companion preferred method of communication. If it determines that the use of auxiliary aid or services interferes with the individual’s’ medical condition or monitoring equipment, staff will offer alternative means and document it in the client’s medical record.​

  6. If an interpreter is needed, staff will contact a qualified interpreter from the local available interpreter listing or resource guide. and arrange for services within 2 hours of the request for scheduled services. Staff shall obtain verification of the interpreter’s qualifications prior to scheduling the services.

  7. CRC will post conspicuous notices near the entrance and where individuals service admission is located. The notices will be of appropriate size (DCF determination 11X17 or large print), non-discriminatory, and limited English Proficient

  8. Each consumer or companion who is Deaf and Hard of Hearing shall be provided with a Customer /Companion Feedback form by the Single Point of Contact, or designer, following their visit to determine the effectiveness and appropriateness of the auxiliary aid or service provided and the performance of the interpreter provided.

Assessibility:

  1. CRC provides equally accessible services to individuals with a disability, to include communication disability.

  2. CRC will provide, when requested and at no cost, appropriate auxiliary aid to consumers and Companions with communication disabilities, to ensure equal access to services and effective means of communication.

  3. CRC will comply with the CFOP 60-16 and ADA Sections 504, Deaf and Hard of Hearing for accessibility requirements to ensure programs and activities are readily accessible by individuals with a disability.

  4. CRC will post signage at an accessible entrance of the service location with symbols that are recognizable internationally.

  5. CRC will ensure that delivery of services by any method will have its program and services readily accessible to individuals with a disability.

  6. CRC will not coerce a family member, advocate, employee, friend of the consumer or companion to serve as an interpreter or facilitate communication between staff and the consumer or companion.

  7. CRC will provide a Consumer/Companion Feedback Form (CF-744, available in all formats) to each consumer or companion with a known disability regardless of whether they are requesting or given accommodation and will disclose that completion is voluntary and will not affect their services. An envelope will be provided.

Single Point-of-Contact (SPOC) Duties and Responsibilities:

  1. Ensure effective communication with deaf or hard- of- hearing consumers and companions, as well as consumers with limited English proficiency.

  2. Arrange appropriate communication as needed

  3. Ensure that their employees are aware of the requirements, roles, responsibilities, and receive the required training upon hire. CRC will ensure yearly refresher training on serving deaf or hard-of hearing consumers and civil rights training.

  4. Monitor the agency’s compliance.

Assessing Communication Needs:

At the initial point of contact, the SPOC or SPOC backup will be notified immediately upon an assessment request. An assessment of communication needs will be conducted for all individuals or companions who are deaf or hard of hearing using the required Florida Department of Children and Families documents. The required documents will be completed at each interaction/service to the client or companion. The purpose of these tools is to facilitate the collection and coordination of auxiliary aids and services to meet the needs of Consumers or Companions who are deaf or hard of hearing.

The consumer or companion’s preference is the primary consideration in determining what auxiliary aids or services to provide. If communication through a specific aid or service is deemed to be ineffective, the SPOC will assist the consumer or companion in determining a more effective aid or service for communication. Documentation shall be made in the consumer file regarding the attempt to improve the effectiveness of auxiliary aids and services. Once the assessment is completed, the SPOC or assigned agency staff shall obtain auxiliary aids according to the communication and request for services assessment.

Provision of Interpreters / Services:

At no time is it acceptable for staff to deny services to a Consumer without notifying the SPOC. If staff, based on the Communication Assessment results, find that auxiliary aids or services are not essential, staff are to contact the SPOC regarding the situation immediately. Additionally, if staff are unsure of how to proceed, they are to immediately contact the SPOC via the agency’s communication preference. Staff will provide interpreters for consumers and companions who are deaf or hard-of-hearing in a timely manner in accordance with the following standards:

  1. For unscheduled emergency appointments, staff shall make an interpreter available as soon as possible, but in no case later than two (2) hours from the time, the customer or companion or staff requests an interpreter, whichever is earlier. If the situation is not an emergency, staff shall offer to schedule an appointment and provide an interpreter for effective communication at the convenience of the consumer or companion, or at least by the next business day.

  2. If an interpreter fails to appear for the scheduled appointment, staff shall take whatever additional actions are necessary to make a qualified interpreter available to the consumer or companion who is deaf or hard-of-hearing as soon as possible, but in no case later than two (2) hours after the scheduled appointment. The SPOC shall be notified immediately; in the event a scheduled interpreter fails to appear.

Auxiliary Aids Documentation and Record Retention:

CRC staff shall:

  1. CRC shall document the consumer or companion’s preferred method of communication and any requested services provided in the consumer’s record. Documents and forms showing when and how the staff provided aids and services to consumers or companions shall be retained in the consumer’s record for seven (7) years.

  2. The SPOC shall ensure submission of the monthly HHS Report by the 5th of the month or designated deadline: for the previous month. Submission will be made to CRC Contract Manager and to the Regional Civil Rights Officer/ADA 504 Coordinator.

  • Forms used in documentation include but are not limited

  • Consumer or Companion Assessment and assessment Aid and Service Record

  • Consumer or Companion Request for Free Communication Assistance or Waiver

  • Consumer or Companion Feedback Form

  • Consumer Plan (for providing auxiliary aids or services on an ongoing/continuous basis.

3. Documentation will be kept for record keeping with the SPOC, and in the Consumer’s record.

Referrals:

If Consumers or Companions are referred to other agencies, the attending staff and/or SPOC must ensure that the receiving agency is notified of the consumer or companion’s preferred method of communication and any auxiliary aid for service needs. To accommodate this effectively, the attending staff and/or SPOC will ensure that the referral is approved by the participant and that he or she signs a Release of Information for each referral being made. These actions will be recorded and maintained in the consumer’s record.

Limited English Proficiency Consumers

Staff will provide language interpretation for any consumer who requests such assistance. Staff will use available resources, bilingual staff and equipment to assist with the communication process.

Staff Training:

Staff members shall receive the Florida DCF approved training to include Service Delivery for the Deaf or Hard-of Hearing, Serving Our Customers Who Are Deaf and Hard of Hearing, English Proficiency and Civil Rights Training as required. Staff members shall receive an annual refresher training on both and provided ongoing training as needed on how to use video relay services. Documentation about completing the online training must be maintained in the employee’s file.

Florida Relay – 7-1-1

CRC will educate staff on the use of communication through the Florida Relay Service. Consumers who use specialized telephone equipment can communicate with individuals who use standard telephone equipment. To call Florida Relay, dial7-1-1, or use the appropriate toll-free numbers below: ted as needed, with any updates received.

In accordance with the Americans with Disabilities Act, appropriate auxiliary aids and services are provided at no cost to deaf and hard-of-hearing clients and companions. Persons needing special accommodations to participate in any meetings and  services should contact our ADA Coordinator,  Patricia Sampson at (904) 358-1211, ext. 1042 or email psampson@communityrehabcenter.org for assistance.

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