Protocols for Working with Walk-in Clients who are Deaf or Hard of Hearing

All staff at TAOs must be prepared to work with walk-in clients who are Deaf or hard of hearing. These protocols are provided to help you serve Deaf or hard of hearing clients who come to the TAO without an auxiliary aid or interpreter service arranged in advance, when:

it is not clear what auxiliary aid the client prefers, or
the client’s preferred auxiliary aid is not immediately available

Note: These protocols do not address every situation. If you are unsure of what to do, you must consult with a Client Assistance Coordinator (CAC), local office manager, or the Director of Disability Access. Remember to enter a detailed narrative to record your interaction with the client and all steps taken.

Auxiliary Aids for Deaf and Hard of Hearing Clients

An auxiliary aid is a device or service that enables effective communication between two people when one of them is Deaf or hard of hearing. An auxiliary aid is a form of reasonable accommodation under the Americans with Disabilities Act.

Types of Interpreter Services and Auxiliary Aids for Deaf and Hard of Hearing Clients

The following services and auxiliary aids may be used by any Deaf or hard of hearing client in any TAO, except for Video Remote Interpreting (VRI). VRI is available only in the five TAOs indicated below.

American Sign Language (ASL)

ASL is form of sign language. ASL interpreters are hearing persons who are fluent in ASL and can interpret to enable a Deaf person to communicate with a hearing person. ASL Translators are arranged through the Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH). Follow instructions in Securing MCDHH Services for Deaf or Hard of Hearing clients.

Certified Deaf Interpreter (CDI) Assistance

The CDI works in conjunction with a hearing ASL interpreter. The Deaf person uses visual-gestural communication to communicate with the CDI. The CDI interprets what the Deaf person is signing in ASL to the hearing ASL interpreter. The hearing ASL interpreter relays the message to the DTA staff person. When the DTA staff person responds, the ASL interpreter interprets the spoken English into ASL and conveys the response to the CDI. The CDI then interprets via visual-gestural communication for the Deaf client to understand. CDI and ASL Translators are arranged through MCDHH. Follow instructions in Securing MCDHH Services for Deaf or Hard of Hearing clients.

Communication Access Realtime Translation (CART)

CART provides instant translation of what is being said into visual text display so that it can be read instead of heard. CART services are arranged through MCDHH. Follow instructions in Securing MCDHH Services for Deaf or Hard of Hearing clients.

Oral Interpreter/Transliterator

An oral interpreter/transliterator provides speechreading (lip reading) translation of hearing persons to persons with hearing impairments. Oral interpreter/transliterator services are arranged through MCDHH. Follow instructions in Securing MCDHH Services for Deaf or Hard of Hearing clients.

Telecommunication Relay Service (TRS)

TRS provides individuals with hearing loss and/or speech disabilities to communicate in English and Spanish through the telephone to relay conversations electronically or verbally to persons who can hear. TRS services are provided by MassRelay. MassRelay is reached by dialing 711. The operator will dial a phone number provided by the client and stay on the line to relay messages electronically or verbally to persons who can hear.

Video Remote Interpreting (VRI)

VRI services provide ASL-proficient individuals with remote ASL interpreter services. Certain TAOs (currently Brockton, Lawrence, Nubian Square, Springfield Center and Worcester) have the capacity to provide ASL interpreter services through VRI. VRI provides immediate ASL interpreter services using an offsite interpreter who is seen on a video screen. VRI requires that the client is proficient in ASL and can see a video screen. See Serving Deaf and Hard of Hearing Walk-in Clients at TAOs Equipped with Video Remote Interpreting.

Note: Clients are not required to go to a TAO equipped with VRI; it is an option for them. If VRI is not available in your TAO and a client indicates a preference for using VRI, provide them with VRI Options for Deaf and Hard of Hearing Clients.

Video Relay Service (VRS)

Deaf or hard of hearing clients can use a video phone and VRS to communicate with hearing persons in real time through a sign language interpreter. The Deaf or hard of hearing client uses an assigned VRS phone number, video phone and high-speed internet to make or receive phone calls with a hearing person. VRS may also be used by Deaf and hard of hearing persons who do not use ASL but rely on other visual-gestural communication cues. By federal law, VRS can only be used when the hearing person and the Deaf or hard of hearing person are in different locations. VRS cannot be used when the client is in a TAO. With a VRS number provided by the client, staff can dial the number for connection with an operator/ASL Interpreter who will interpret via video phone.

When working with a Deaf or hard of hearing client to determine what form of auxiliary aid they require, remember:

if a client needs an auxiliary aid to communicate, DTA must provide the requested aid to facilitate communication
the client’s preference should determine what auxiliary aid is used. DTA staff must make every effort to arrange for the individual’s preferred auxiliary aid
American Sign Language (ASL) is a visual language with its own grammar and syntax. It is not English converted into signs. For some people ASL is their native language and they may have difficulty reading and writing English because it is not their native language
ASL is not the only form of sign language.
some people who are Deaf or hard of hearing do not use any formal sign language and instead may depend on visual-gestural or written communication; and
there is a shortage of certified sign language interpreters in Massachusetts. It typically takes two to three weeks to schedule an appointment with an ASL interpreter through MCDHH. Because of the interpreter shortage, DTA may need to extend deadlines for interviews with persons who are Deaf or hard of hearing and/or issue retro benefits

Procedures for Assisting Deaf or Hard of Hearing Clients for Unscheduled TAO Visits

If a client visits a TAO with an adult ASL interpreter, assist the client as you would any other client
If BEACON shows that there is a specific auxiliary aid requested or approved and the auxiliary aid can be provided immediately, you must provide the auxiliary aid and assist the client
If the client requests VRI in a VRI-equipped office, you must contact the CAC, Reception Coordinator (RC) or TAO manager of the nearest office with VRI equipment. See Serving Deaf and Hard of Hearing Walk-in Clients at TAOs Equipped with Video Remote Interpreting
If a client visits a TAO and it is not clear what auxiliary aid is needed or the reason for their visit, you must use the How Can We Help You? visual communication board to help determine client needs and preferences
You must always look at and communicate directly with the Deaf or hard of hearing individual
You must use the Registration page to look up the client in BEACON. Check the Accommodation workflow and case narrative for any information about auxiliary aids. BEACON may have information from the client’s previous case, even if the client’s case is not active
You must enter the requested auxiliary aid in the Accommodation workflow if a specific accommodation(s) for auxiliary aid is not already entered. Do this even if the auxiliary aid cannot be provided immediately
If the requested auxiliary aid cannot be provided immediately or you cannot determine what auxiliary aid the client prefers, you must contact a CAC to assist the client. Provide the CAC with a summary of actions taken
If the client indicates a preference for VRI, you must give the client VRI Options for Deaf and Hard of Hearing Clients so that they can go to one of the TAOs that provide the service they prefer. If the client indicates that they plan to go to a certain VRI-equipped TAO, email that TAO’s CAC(s) and manager with “SECURE” in the email title and the client information in the body of the email

Applications

If the requested auxiliary aid can be provided immediately, you must assist the client with the application as you would any other client
If client wants to apply for cash or SNAP benefits, you must guide the client to the kiosks to apply online, or have the client sign a Request for Assistance or accept a written statement saying that they wish to apply for benefits
If a client is applying for SNAP and/ or cash, you must screen for Expedited Benefits and Immediate Needs if possible. If this cannot be done, you must ensure that the client is screened within the required timeframe
If the client’s needs cannot be fully determined and/or addressed, or you cannot fully communicate with the client regarding the steps taken, you must schedule a follow-up appointment with the appropriate auxiliary aid
You must enter a detailed narrative explaining the actions taken. In addition, ensure that you have recorded any requested auxiliary aid in the BEACON Accommodation workflow, whether or not it was provided immediately

Case Maintenance Activities

If the requested auxiliary aid cannot be provided immediately, you must schedule a timely appointment with the requested auxiliary aid
If the requested auxiliary aid can be provided immediately, you must complete any pending or necessary case maintenance activities. Enter any verifications and/or case maintenance updates provided by the client into BEACON
You must review any recent adverse actions in the case and process any unprocessed documents
If there is an adverse action pending, and the client indicates their disability was the direct cause of the adverse action, follow the procedures described in Accommodation Request as a Result of A Closing Reduction or Denial Notice, and either recalculate the benefit reduction or open the case retroactively, whichever is appropriate. If there is a TAFDC work program sanction pending, and the client indicates their disability was the direct cause of the sanction, remove the sanction using administrative/system error as the reason. See Removing Sanctions. If necessary, schedule an appointment with the client to use the appropriate auxiliary aid to address the underlying issue
If the client’s cash and/or SNAP case closed within the last 30 days and there is no documentation that DTA already provided an auxiliary aid to enable the client to address the issue that caused the case to close, you must reinstate the case and arrange for a future appointment with the client to use the appropriate auxiliary aids to address the issue(s)
You must enter a detailed Narrative explaining the actions taken. In addition, ensure that you have recorded any requested auxiliary aid in the BEACON Accommodation workflow and whether or not it was provided immediately