Deaf and Hard of Hearing Policy

Hanley Foundation Deaf and Hard of Hearing Policy revised 2/2/2016


The purpose of this policy is to establish guidelines for ensuring the provision of services to the deaf and hard-of-hearing customers/consumers who participate in our Substance Abuse Prevention,  Level 1 services.



It is the policy of Hanley Center Foundation (HCF) staff to comply with the deaf and hard-of-hearing requirements as defined in the master contract and meet requirements pursuant to Section 504 of the Rehabilitation Act, the Americans with Disabilities Act (ADA) and CFOP 60-10, Ch. 4, “Auxiliary Aids and Services for the Deaf or Hard-of-Hearing.”



Procedures in servicing Deaf and Hard-of-Hearing:

When dealing with a consumer or companion who is Deaf or Hard-of-Hearing, Hanley Center Foundation (HCF) staff shall comply with guidelines set forth in Section 504, ADA and CFOP 60-10 Ch. 4 in regards to making support available to those in need to Auxiliary Aid/Service.


Responsibilities of Hanley Center Foundation:

All Deaf or Hard-of-Hearing customers/companions in need of Auxiliary Aids will be offered these Services at no additional cost as per Federal Law and contractual agreement. Hanley Center Foundation has assigned a Single-Point-of-Contact (SPOC), who is essentially responsible for maintaining files that document the required information for the Deaf and Hard-of-Hearing. The Single Point of Contact (SPOC), for Hanley Center Foundation (HCF) is Jan Cairnes, the back-up SPOC for the agency is Susan Wheeler.


Duties of the Single Point of Contact for Hanley Center Foundation:

Single Point-of-Contact duties will include but not be limited to:

·         The SPOC will ensure effective communication withdeaf or hard- of- hearing consumers and companions, as well as consumers with limited Englishproficiency.

·          HCF will ensure that their employees are aware ofthe requirements, roles, responsibilities, and receivethe required training upon hire. HCF will ensure a yearly refresher training on serving deaf or hard-of-hearing consumers and a civil rights training.

·         The SPOC will ensure that their auxiliary aids and services plan and auxiliary aids monitoring plan isupdated as needed, with any updates received.


Assessing for Communication Needs:

·         At the initial point of contact, the SPOC or SPOC backup will be notified immediately. An assessmentof communication needs will be conducted for allindividuals or companions who are deaf orhard?of?hearing? using the required Florida Department of Children and Families documents. The required documents will be completed at eachinteraction/service to the client or companion. Thepurpose of these tools is to facilitate thecollection and coordination of auxiliary aids andservices to meet the needs of Consumers or Companions who are deaf or hard?of?hearing.  

·         HCF will at all times recognize that the Consumer orCompanion’s preference is the primary consideration indetermining what auxiliary aids or services to provide. Ifcommunication through a specific aid or service isdeemed to be ineffective, the HCF SPOC will assist theconsumer or companion in determining a more effectiveaid or service for communication. Documentation shallbe made in the consumer’s file regarding the attempt toimprove 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.  Additionally, if staff are unsure of how to proceed they are to immediately contact the SPOC at 561-596-3421.

·         Staff shall provide interpreters for Consumers andCompanions who are deaf or hard-of-hearing in a timely manner in accordance with the followingstandards:

o   For unscheduled emergency appointments, staff shall make aninterpreter available as soon aspossible, but in no case later thantwo (2) hours from the time thecustomer or companion or staffrequests an interpreter, whicheveris earlier. If the situation is not anemergency, staff shall offer toschedule an appointment andprovide an interpreter for effectivecommunication at the convenienceof the Consumer or Companion, orat least by the next business day.

o   For scheduled events, staff shallmake a qualified interpreteravailable at the time of thescheduled appointment. If aninterpreter fails to appear for thescheduled appointment, staff shalltake whatever additional actionsare necessary to make a qualifiedinterpreter available to theConsumer or Companion who isdeaf or hard-of-hearing as soon aspossible, but in no case later thantwo (2) hours after the scheduledappointment. The SPOC shall be notified immediately, in the event a scheduled interpreter fails to appear.  


Auxiliary Aids Documentation:

·         Staff shall document the Consumer orCompanion’s preferred method ofcommunication and any requested servicesprovided in the Consumer’s record. Documentsand forms evidencing when and how the staffprovided aids and services to Consumers orCompanions shall be retained in the Consumer’s record for seven years. Forms included but arenot limited:

·         Consumer or Companion Assessment andAssessment Aid and Service Record

·         Consumer or Companion Request for FreeCommunication Assistance or Waiver

·         Consumer or Companion Feedback Form

·         Consumer Plan (for providing auxiliary aids or services on an ongoing/continuous basis) 

·         Documentation will be kept for record keepingwith the SPOC, and in the Consumer’s record.



·         If Consumers or Companions are referred toother agencies, the attending staff and/or SPOCmust ensure that the receiving agency is notified of the Consumer or Companion’spreferred method of communication and anyauxiliary aid for service needs. In order toaccommodate this effectively, the attending staff and/or SPOC will ensure that the referralis approved by the participant and that he or shesigns a Release of Information for each referral being made. These actions will be recorded and maintained in the Consumer’s record.


FL DCF Customer Feedback Form:

·         The attending staff shall distribute the required Florida DCF Consumer/Companion Feedbackform to Consumers or Companions that are deaf or hard- of- hearing and provide assistance incompleting the forms if requested by theConsumer or Companion. Consumers and Companions shall be instructed to mail theoriginal feedback form to DCF, Office of CivilRights, 1317 Winewood Boulevard, Building 1,Room 110, Tallahassee, FL 32399-0700, or ifrequested by the Consumer or Companion; by theSEFBHN SPOC. A copy of theConsumer/Companion Feedback Form shall notbe kept in the Consumer record/file.


Limited English Proficiency Consumers:

·         Staff will provide foreign language interpretation for any Consumer who requests such assistance. HCF also has an account with

· for foreign language interpretation. 

  • Utilize Global Translations and Interpretations of West Palm Beach for interpreters of foreign languages: 800-352-0717561-641-3973


Documentation/Record Retention:

·         Records relating to auxiliary aids andservices provided shall be retained by theSPOC for at least 7 years.



·         The SPOC will ensure that conspicuous noticeswhich provide information about the availabilityof appropriate auxiliary aids and services at no-cost to the deaf or hard-of-hearing Consumers orCompanions are posted near Consumer/Companion entrances, and locations where Consumers and Companions receive services. The SPOC’s name and contactinformation will be available on the Deaf andHard of Hearing Poster as well the name andcontact information for the FL DCF Regional Civil Rights Officer/ ADA 504 Coordinator.

·                 Approved Notices can be downloaded from The Department’s website.

·         The SPOC shall ensure submission of the monthly HHS Report, no later than: The 5the ofeach month, for the previous month. Submission will be made to HCF’s Contract Manager and to the Regional Civil Rights Officer/ADA 504 Coordinator.


Event Accommodations:

·         HCF shall ensure accessibility to meetings,conferences and seminars to persons withdisabilities, limited English proficiency, and those who are deaf or hard- of- hearing. HCF will notify the public by placing the following statement onall notices and advertisements prior to the event:

  • HCF will provide accommodations, includingAmerican Sign Language interpreters,assistive listening devices, alternative formatsof printed materials and real-time captioningupon requests for persons who are deaf, hard ofhearing or are living with disabilities. Toensure accommodations, please make yourrequest within 7 days prior to the event


Staff Training:

·                 Staff members shall receive the Florida DCF approved training Service Delivery for the Deaf or Hard-of-Hearing, and a general Civil Rights Training within 60 days of commencingemployment. Staff members shall receive anannual refresher training on both, and providedongoing training as needed on how to use videorelay services. Training documentation shall bemaintained in each employee’s file.


Auxiliary Aid Services for Deaf and Hard of Hearing Consumers:


·         Maintain information on Pocket Talkers and Personal Listening Devices in the office of the SPOC.

·         HCF does not have access to TDD/TTY equipment, but can accept phone calls from individuals who use these items to communicate.

·         Ensuring that individuals are aware of and know how to use the Federal Video Remote Interpreting (VRI) and Video Relay Interpreting (also known as the Federal Video Relay service, or VRS) services. The Video Remote Interpreting software can be downloaded at, the phone number is (877) 689-7775, the service is available Monday through Friday from 7am to 11pm EST and English to Spanish Translation is available with 24 hours notice. The Video Relay Interpreting software can be downloaded at, and the service is also available in Spanish. Hanley Center Foundation does not currently have access to the equipment needed for Video Remote/Relay Interpreting, but can accept phone calls from those individuals who use these items to communicate.


Auxiliary Aid Resources:

  • Florida Relay – 7-1-1

·         Through the Florida Relay Service, people whouse specialized telephone equipment cancommunicate with people who use standardtelephone equipment. To call Florida Relay, dial7-1-1, or use the appropriate toll free numbersbelow:

o   Dial 7-1-1 (or the Florida Relay toll-free number appropriate for you specific call listed below)

o   A specially trained Florida Relay Operator will answer and identify themselves by their Operator number.

o   Give the Operator the phone number of the person you are calling.

o   The operator will connect you with the person you are calling and will assist you with communication.

  • NOTE: If the phone from which you are calling does not accept 7-1-1, we have a list of dedicated toll free numbers for each call-type that you can utilize for the same great service!

o   1-800-955-8771 (TTY)

o   1-800-955-8770 (Voice)

o   1-800-955-3771 (ASCII)

o   1-877-955-8260 (VCO-Direct)

o   1-800-955-5334 (STS)

o   1-877-955-8773 (Spanish)

o   1-877-955-8707 (French Creole)


Captioning Real Time Resources:

·         Captioning (Real Time). This is thesimultaneous conversion of spoken words totext, through computer-assisted transcriptionor court reporting, and displaying that text ona view screen. This communication service isbeneficial to individuals who are deaf or hard-of-hearing that do not use sign language or forwhom assistive listening devices and systemsare ineffective.

·         Ensuring that individuals are aware of and know how to use the Captioning in Real Time (CART) Services. CART providers can be found online at A list of CART providers in Florida is maintained in the office of the SPOC.

·         Caption Crew 

o   Florida Realtime Reporting Services 954-767-0450

110 Broward Blvd # 1850, Fort Lauderdale, FL 33301

o   Glenda M. Powers, CRR, RPR, FPR
Powers Certified Realtime Reporting, Inc.
13050 S.W. 6th Court 
Davie, Florida 33325 954.829.1758

Consumer Complaints:

·         If you believe you were wrongfully deniedaccess to services or discriminated against:

o   Ask to speak to the HCF Compliance Officer or Single Point of Contact immediately.

o   You may submit yourcomplaint/grievance in writing andmail it to:

§  Hanley Center Foundation, Compliance Officer,

900 54th Street, West Palm Beach, FL 33407

·         Complaints/grievances can also be sent viaemail to:, include the following information in yourcomplaint/grievance:

o   What service were you denied?

o   What were you told was the reason youwere denied service?

o   What person denied you services?

o   What was the date and time you weredenied service?

·         Discrimination complaints may also be filedexternally with the state and federalgovernment:

o   Assistant Staff Director for Civil Rights

1317 Winewood Boulevard, Building1, Room 110

Tallahassee, FL 32399-0700


o   Executive Director, FloridaCommission on Human Relations

2009 Apalachee Parkway, Suite 100

Tallahassee, FL 32301-4857


o   Disability Rights Florida

2473 Care Drive #200, Tallahassee, FL 32308
(800) 342-0823

o   US Department of Health & HumanServices Office for Civil Rights

Atlanta Federal Center, Suite 3B70 61Forsyth Street, SW

Atlanta, GA 30303-8909



Non-Discrimination Policy:

o    No person shall, on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, or gender identity, be excluded from participation in, be denied the benefits of, or be subjected to unlawful discrimination under any program or activity receiving or benefiting from federal financial assistance and administered by HCF.



Hanley Center Foundation’s office hours are from 8am to 5pm EST; there is no 24-hour site available.


If a HCF employee is assisting a deaf or Hard-of-hearing customer/companion and is unfamiliar with an auxiliary aid or service requested, the employee may contact the SPOC (or designee), or if the SPOC (or designee) is unavailable, the employee can go to the website or phone number referenced above.


If Hanley Center Foundation holds a grant funded public meeting, conference, or seminar, an addendum to the documents advertising the events will be added, stating: “Pursuant to the provisions of the Americans with Disabilities Act, any person requiring special accommodations to participate in these meetings is asked to advise the agency at least 48 hours before the meeting by contracting SPOC Jan Cairnes at 561-841-1122.  If you are hearing or speech impaired, please contact the agency using the Florida Relay Service, (800) 955-8771 (TDD) or (800) 955-8770 (Voice).”


A copy of this Policy and Procedure will be posted on Hanley Center Foundation’s website to be made available to the public for informational purposes for both individuals and organizations. Printed documents (including this Policy and Procedure) may be made available in alternate formats upon request to assist in ensuring effective communication and will depend upon the customer or companion’s preferred method. HCF staff may be required to translate written documents in Braille, taped recording or large print.




Contact Us

Hanley Foundation, Inc.

900 54th Street
West Palm Beach, Florida 33407