Missouri Alternative Communication Resource Directory

Requesting and Providing Alternative Communication Access

For consumers who request, and for entities who need to provide alternative communication access, it is important to remember that each individual and situation is unique. An alternative that was perfectly appropriate in one situation may be inappropriate in another.

Providers should not make assumptions about which alternative consumers need, nor should consumers make assumptions about what alternatives will be provided.

It is the responsibility of the consumer to request, with reasonable lead time, a specific alternative based on the communication needs of the situation. It is the responsibility of the provider to either deliver the alternative as requested or work with the consumer to identify a mutually satisfactory alternative that will provide effective communication for the given situation.

Tips for Consumers Requesting Alternative Communication Access

Request alternative communication access with as much lead time as possible prior to the event. It frequently takes a substantial amount of work to make arrangements for materials to be brailled, a sign language interpreter to be located, etc. Sometimes the cost for services is more when the request is short-notice or considered to be an emergency.
Be specific in your request for alternative communication access. Do not request an " assistive listening system " and assume it will have a neck loop that is compatible with your hearing aid or request " large print " materials and assume they will be in 24 point rather than typical 18 point font. Be specific enough in your request to assure that the provider will deliver the right communication alternative. If you have any question about whether or not the alternative you requested will be delivered, follow-up with the provider so there is no confusion.
Make sure you understand your legal rights for the alternative communication requested. Remember that some entities, such as churches, are not ADA covered and the alternative communication access can be provided at the discretion of the entity. In addition, for entities that are ADA covered, their legal requirement is to provide effective communication access. They are required to consider consumer preferences but may offer other alternatives that provide effective communication. If the alternative they offer will not provide effective communication for you, be prepared to explain the difference between their offer and the alternative you requested and why their option will not provide effective communication for you in this situation.

Tips for Providers of Alternative Communication Access

Solicit specific information about the need for alternative communication access to provide you with the direction you need to secure the needed service. Follow-up with the consumer if you have any questions or are not clear on the specifics of their needs.
Solicit information regarding the need for alternative communication access with a published deadline to allow time to secure and deliver the alternative requested.
Build-in costs for providing alternative communications into your budget so that when you get requests you will have the funds available to provide needed services.
Become familiar with the resources for delivery of alternative communication access in your area. If there is not a resource locally for delivery of a particular type of alternative, identify other options for provision of the service. (The resource lists in this document should be helpful.)
Work with providers to supply any specialized information or equipment needed. For example, real-time captioners who are providing access to multiple individuals may need equipment to enlarge the display of captions beyond what is available on their computer screens; proper names may need to be provided for interpreters and real-time captioners; pronunciation of less common words may need to be provided for an individual recording technical information; and so on.
Notify the consumer if you wish to offer them an option for effective communication that was not the alternative they requested. As discussed previously, the ADA requires covered entities to consider consumer preferences for alternative communication access but allows a provider to offer other options so long as they provide effective communication. If you plan to deliver an alternative other than that requested, notify the consumer and be prepared to explain why you think your option will provide effective communication in this situation.