2025-2026
AUXILIARY AIDS PLAN FOR Persons with Disabilities
and Limited-English Proficiency Plan
This Auxiliary Aids and Services Plan has been developed in accordance with the requirements of the Florida Department of Children and Families Civil Rights policy and applicable federal laws, including the Americans with Disabilities Act and Section 504 of the Rehabilitation Act. This Auxiliary Aids and Services Plan is posted and accessible on the House of Hope website. This plan will be reviewed annually and updated as needed to ensure compliance with federal and state requirements. The purpose of this plan is to provide guidelines for the provision of auxiliary aids, ensuring accessibility to all programs, benefits, and services to persons with disabilities, including persons who are deaf, hard of hearing, or blind, or who have other sensory or manual impairments, and foreign-language interpreters for persons with Limited-English Proficiency (LEP). All personnel at House of Hope/Stepping Stones (HOH/SS) are to be trained within 60 days of hire and annually thereafter on the organization’s commitment to providing auxiliary aids. All staff will receive annual training on assisting clients and companions who are persons with disabilities or have Limited English Proficiency. This training is mandatory and will be tracked. Training will include:
- Procedures for serving clients and companions who are hearing impaired, sight impaired, mobility impaired, and Limited English Proficient.
- Communication options available and how to use the auxiliary aid equipment available at the agency.
- How to provide reasonable accommodations for certified customers and potential customers, i.e, how to access or purchase auxiliary aids, interpreter services, and physical modifications.
- Awareness of the Auxiliary Aids and Service Plan, including how to access the plan for reference.
HOH/SS provides notice of the availability of and the procedure for requesting auxiliary aids and services by posting this Plan on our website (houseofhope.org) and by notices posted in areas frequented by visitors and persons served.
This Auxiliary Aids and Services Plan will be made available upon request in alternative formats, including large print, electronic format, translated versions, and other accessible formats, to ensure individuals with disabilities or Limited English Proficiency can access the information.
Signs will be posted in intake areas and other entry points to notify individuals of the availability of language assistance. When language assistance is needed to ensure meaningful access to information and services, notices will be provided in the appropriate language so that LEP persons can learn how to access assistance.
HOH / SS will provide appropriate auxiliary aids, including qualified/certified American Sign Language interpreters, to persons with disabilities and qualified foreign-language interpreters to persons with Limited-English Proficiency where necessary to afford such persons an equal opportunity to participate in or benefit from our programs and services. Auxiliary aids include, but are not limited to, Braille and taped materials, qualified interpreters, readers, assistive listening devices and systems, television decoders, visual fire alarms using strobe lights, captioned films, and other assistive devices.
This includes reasonable accommodations to ensure that programs and services are equally accessible to and equally effective for otherwise qualified persons with disabilities who have hearing, vision, or mobility impairments.
HOH/SS will take reasonable steps to provide services and information in appropriate languages other than English to ensure that Limited-English Proficient persons are effectively informed and can participate in and benefit from its programs, services, and activities.
Auxiliary aids or language interpreters will be available for use by residents and potential residents with impaired sensory, manual, or speaking skills in each phase of the service delivery process (e.g., telephone inquiries, requests, intake interviews, service delivery, counseling, complaints, testing, treatment, and training, etc.).
References:
a.Title VI of the Civil Rights Act of 1964, as amended, 42 United States Code (USC) 2000d etseq; 45 Code of Federal Regulations (CFR), Part 80.
b.Section 504, Title V of the Rehabilitation Act of 1973, as amended, 230 USC 1681 etseq; 45 CFR, Part 80, 84 and 28 CFR Part 41of the Civil Rights Restoration Act of 1987.
c.Section 508 of the Rehabilitation Act of 1973, as amended.
d.The Omnibus Budget Reconciliation Act of 1981, as amended, 42 USC 9849 and Civil Rights Restoration Act of 1987, Public Law 100-259.
e.The Americans with Disabilities Act of 1990, Titles I and II, as amended.
f.CFOP 60-16, Civil Rights, Methods of Administration: Equal Opportunity in Service Delivery.
g.CFOP 60-10, American with Disabilities Act (ADA) Accommodation Procedures for Applicants/Employees/General Public.
h.Department of Health and Human Services, Office of Civil Rights, Policy Guidance – Title VI Prohibition Against National Origin Discrimination As It Affects Persons with Limited-English Proficiency.
i. Section 110.201(3), Florida Statutes, requires each state agency to comply
with all federal regulations necessary to receive federal funds.
j. DCF CFOP 60-10 Chapter 4 entitled Auxiliary Aids and Services for the Deaf or Hard-of-Hearing
Definitions:
Assistive Listening Devices and Systems (ALDS). This is an amplification system to improve hearing ability in large areas and in interpersonal communications systems. These systems deliver the desired signal directly to the listener’s ears or hearing aids, thereby overcoming the negative effects of noise, distance, and echo. Four main types are available: hardwire, loop, infrared, and FM.
Auxiliary Aids and Services. The wide range of services (e.g., sign language interpreters, captioning, Braille, note-taking) and devices (e.g., assistive listening systems, page magnifiers, TTYs/TDDs, voice-output computer hardware/software, communication boards, speech synthesizers) are used to ensure equal access to services and benefits.
Blind. See Visual Impairment:
Captioning (Closed). This refers to converting the spoken word into text displayed in visual media (videos, television, etc.) so that it is available only to individuals whose televisions are equipped with captioning decoders.
Captioning (Open). This refers to converting spoken work into text displayed in visual media (videos, television, etc.) so that it is seen by everyone who watches the film (i.e., it cannot be turned off).
Captioning (Real Time). This is when simultaneous conversion of spoken words to text, through computer-assisted transcription or court reporting, is displayed on a video screen. This communication service is beneficial to individuals with hearing impairments who do not use sign language or for whom assistive listening devices and systems are ineffective.
Communication Disabilities. A comprehensive term which includes hearing impairment, speech impairment (for aural, oral communication), visual impairment, or other disabilities that present an impairment to reading (for written, visual communication).
Deaf. A term used to describe a person having a permanent hearing impairment and being unable to discriminate speech sounds in verbal communication, with or without the assistance of amplification devices.
Disability. A condition that substantially limits a major life activity, such as caring for oneself, performing manual tasks, walking, seeing, hearing, speaking, breathing, learning, lifting, sleeping, and working.
Dual Sensory Impairment. A term used to describe a person having both a visual impairment and a hearing impairment. The term includes all ranges of loss, which would necessitate the use of auxiliary aids and services for communication.
Employee. This includes all persons working for the Department.
Florida Relay Service. The Florida Relay Service is offered to all persons in the state and enables a hearing person to communicate with a person who is hearing or speech-impaired who must use a TDD/TTY, through a specially trained operator called a communications assistant.
Food and Nutrition Services. Food and Nutrition Services increases food security and reduces hunger in partnership with cooperating organizations by providing children and low-income people access to food, a healthful diet, and nutrition education in a manner that supports American agriculture and inspires public confidence.
Hard of Hearing. A term used to describe a person having a permanent hearing impairment, which is severe enough to necessitate the use of auxiliary aids or services to discriminate speech sounds in verbal communication.
Health and Human Services. The Department of Health and Human Services, through the U.S. Office of Civil Rights, promotes and ensures that people have equal access to and opportunity to participate in and receive services in all Health and Human Services programs without facing unlawful discrimination.
Health Insurance Portability and Accountability Act (HIPAA). This Federal law protects individuals’ medical records and other personal health information.
Hearing Impairment. This is an all-inclusive term to describe any hearing loss. A person with a hearing impairment could be either deaf or hard of hearing.
Interpreter. An individual who is qualified to convert one spoken language into another—or, in the case of sign-language interpreters, between spoken communication and sign language.
Manual Disability Impairment. A term used to describe a condition that limits or prevents the use of a person’s upper extremities (arms, hands).
Mental Disability Impairment. The Americans with Disabilities Act (ADA) defines this term to include mental or psychological disorders such as intellectual disability, organic brain syndrome, emotional or mental illness, and specific learning disabilities.
Mobility Impairment. For the purpose of this procedure, this term is used to describe a condition that substantially limits a person’s upper or lower body mobility. It includes persons with limited use of arms or shoulders, those in wheelchairs or on crutches, people of short stature, those who cannot perform certain hand movements or have difficulty controlling movement, and people with breathing difficulties or stamina limitations. It also includes people with visual impairments.
Physical Disability. This is a broad term that includes physiological disorders or conditions, cosmetic disfigurement, and anatomical loss. It includes orthopedic, visual, speech, and hearing impairments, cerebral palsy, epilepsy, muscular dystrophy, multiple sclerosis, cancer, heart disease, diabetes, HIV disease (symptomatic or asymptomatic), tuberculosis, drug addiction, and alcoholism.
Print Impairment. An organic condition or disability that leads to an inability to use traditional printed material (10-12-point print). This term includes persons with visual impairments, physical disabilities that result in an inability to hold or turn book pages (e.g., arthritis, cerebral palsy, muscular dystrophy, multiple sclerosis, stroke, paralysis, amputation), and learning disabilities (e.g., dyslexia).
Program accessibility. An American with Disabilities Act (ADA) standard, which means a public entity’s programs, services, or activities, when viewed in their entirety, must be readily accessible to and usable by individuals with disabilities. The concept of program accessibility is intended to ensure that the contents of the program, service, or activity are equally available to persons with disabilities without requiring excessive facility renovations. [See also: “Undue Burden”.]
Qualified Interpreter. The Americans with Disabilities Act defines a qualified interpreter as a person who is able to interpret effectively, accurately, and impartially both receptively (i.e., can understand what both persons in the conversation are signing and saying) and expressively (i.e., can then sign or say to the other person what is being said or signed), using any necessary specialized vocabulary.
Sensory Impairment. This is a general term that is used to describe impairment of vision or hearing. For the purpose of this document, it also includes impairment of speech.
Translator. Individuals qualified to convert written materials from one language into another.
TTD/TTY/TT. Terms used to designate a text telephone: a typewriter-like device used to transmit conversations across telephone lines. In this document, this device will be referred to as a TDD/TTY.
Undue Burden. This term, used in conjunction with programs and services (ADA Title II), means an unreasonably high financial cost or administrative inconvenience in making alterations to buildings or facilities in which programs, services, or activities are conducted, in order to ensure equal benefit to persons with disabilities.
NOTE: Program access requirements of ADA Title II should enable individuals with disabilities to participate in and benefit from the programs, services, and activities of public entities in all but the most unusual cases. The determination of undue burden can be made only by the CEO, Sue Glasscock, after considering all available resources for the funding and operation of the program.
Visual Impairment. A generic term used to describe any loss of vision.
Staff Assistance and Guidance
Dissemination. Copies of the plans are kept by the Chief Operating Officer and distributed upon request.
The Auxiliary Aids Plan and Limited-English Proficiency Plan will be updated as needed, at least annually, with copies of all changes submitted to the Office of Civil Rights by March 31 of each year.
Ensuring Accessibility. The following procedures are to be followed by employees to ensure accessibility of programs and services to customers or potential customers with disabilities or Limited-English Proficiency:
House of Hope / Stepping Stones will give primary consideration to the client’s or companion’s expressed preference when determining which auxiliary aid or service will be provided. If the requested auxiliary aid cannot be provided, staff must document the reason and provide an alternative aid or service that ensures effective communication.
a. Assess customer needs concerning his or her preferred communication mode and/or language, and if applicable, with assigned caseworkers, counselors, parents, family members, guardians, or other representatives.
Procedure for Requesting Auxiliary Aids and Services
Staff must follow the steps below when a client or companion requires an auxiliary aid or language assistance:
- Identify the need for an auxiliary aid or service during intake, assessment, or service delivery.
- Complete the Customer/Companion Communication Assessment form.
- Notify the ADA/Section 504 Coordinator or designee immediately.
- Document the request in the resident’s record.
- The ADA/Section 504 Coordinator will arrange the appropriate auxiliary aid or interpreter service.
- Staff must document the provision of the auxiliary aid or service in the resident’s chart.
Requests for auxiliary aids must be addressed promptly to ensure effective communication and equal access to services.
House of Hope / Stepping Stones maintains access to interpreter services within 4 hours of a request to ensure effective communication in urgent, non-emergency situations. Staff should contact the ADA/504 Coordinator or utilize approved interpreter service providers to arrange services. Requests and the provision of the auxiliary aid or interpreter must be documented in the resident’s record.
b. The communication options for hearing impaired persons may include but not be limited to the Florida Relay Service, TDDs (Telecommunication Devices for the Deaf), FAX (Telephone Facsimile Transmittal), phone amplifiers, qualified/certified sign language interpreters, flash cards, lip-reading, written notes, supplementary hearing devices, charts, signs or a combination of these, as appropriate.
In the event that communication is ineffective or the nature of the communication significantly changes after the initial communication assessment, House of Hope/Stepping Stones staff shall reassess which auxiliary aids and services are necessary for effective communication. This shall be achieved, where possible, in consultation with the person seeking auxiliary aids or services.
c. The Chief Operating Officer has the responsibility for approving the request and obtaining the appropriate auxiliary aid or interpreter.
Denial of Requested Auxiliary Aid or Service
In rare circumstances where a requested auxiliary aid or service cannot be provided due to undue burden or fundamental alteration of services:
- Only the Chief Executive Officer or ADA/Section 504 Coordinator may deny the request.
- The reason for denial must be documented in writing.
- The client or companion must be informed of the decision.
- An alternative auxiliary aid or service that ensures effective communication must be provided.
- Documentation of the denial and alternative aid must be maintained in the resident’s record.
All denials will be reviewed to ensure compliance with civil rights requirements.
d. Auxiliary aids or interpreters will be provided within 24 hours of request or as otherwise required. Delaying services is not always practical or appropriate; therefore, provision will be made when advance notice for an auxiliary aid or interpreter is not given. Resident charts will document whether an auxiliary aid or interpreter is needed, and subsequent referrals will be notified in advance of the resident’s needs.
24-Hour Access to Interpreter Services
House of Hope / Stepping Stones maintains access to interpreter services 24 hours a day to ensure effective communication in urgent or emergency situations. Staff may contact the ADA/Section 504 Coordinator or utilize approved interpreter service providers to obtain assistance outside of normal business hours.
Records relating to the Auxiliary Aids and Service Plan, such as the Customer/Companion Communication Assessment and Auxiliary Aid/Service Record form, and the Customer Feedback form, shall be forwarded to the ADA/Section 504 coordinator assigned to the Region /Institution.
Record Retention
All documentation related to auxiliary aid requests, communication assessments, interpreter services, and related forms will be maintained in accordance with agency record retention policies and contract requirements. Records will be securely maintained and available for review during monitoring or audits.
e. The use of auxiliary aids, qualified sign-language interpreters, translators, or foreign-language interpreters will be at no cost to the resident or applicant for services. Auxiliary aids or interpreter services will normally be obtained within the HOH/SS current resources, including the use of certified/qualified staff, volunteers, and volunteer organizations. However, if an auxiliary aid or an interpreter is required, and services must be purchased, payment will be made from the appropriate program operating budget.
(1)Language services include, as a first preference, the availability of qualified bilingual staff who can communicate directly with customers in their preferred language. All sign language interpreters utilized by House of Hope / Stepping Stones must be certified or otherwise qualified to provide interpretation services. Staff must verify interpreter credentials whenever possible prior to the provision of services.
(2)When bilingual staff is not available, the next preference is face-to-face interpretation provided by a qualified contract or volunteer language interpreter.
(3)Telephone interpreter services should be used as a supplemental system when an interpreter is not available, or when services are needed for an unusual or infrequently encountered language.
(4)Sign language interpreters must be certified or, at a minimum, “qualified”.
f. Minor children should never be used as an interpreter or be allowed to interpret for a parent.
g. The use of assistive devices (vibratory alarms) will be incorporated with relevant services (tactile communication) for persons with multiple disabilities, such as deafness and blindness.
h. If the individual declines the use of the free foreign language or sign language interpreter, or other auxiliary aids, the resident’s chart must be noted and the declination documented.
Identifying language trends. To ensure meaningful access to all HOH/SS programs and services, we will identify language trends by:
Accessibility at Meetings, Conferences, and Public Events
House of Hope / Stepping Stones will ensure that meetings, trainings, conferences, and public events are accessible to persons with disabilities and individuals with Limited English Proficiency.
Upon request, the organization will provide:
- Qualified sign language interpreters
- Language interpretation services
- Assistive listening devices
- Auxiliary aids are necessary to ensure effective communication.
Requests for accommodations should be directed to the ADA/Section 504 Coordinator as early as possible to allow sufficient time to arrange services.
a. Identifying the non-English languages that are likely to be encountered in our programs and estimating the number of LEP persons eligible for services that are likely to be affected. This can be done by reviewing census data, resident utilization data, and the community’s organizations. The estimate should be used as a guide for employee recruitment.
(1) Informing residents of the purpose for collecting data on race, ethnicity, and language,
(2) Emphasizing that such data is confidential and will not be used for discriminatory purposes,
(3) A resident does not have to provide the information if he or she chooses not to provide such information, unless required by law,
b. Identifying the points of contact in the program or activity where language assistance is likely to be needed; and
c. Identifying resources needed, location, and availability of these resources.
d. Reporting the identified language needs to the Chief Operating Officer.
Translation of Written Materials. Written material (vital documents) routinely provided in English to residents and the public is to be available in regularly encountered languages other than English.
Resources for Hearing and Visual Impairment, Limited English Proficiency (LEP), and Other Disability Assistance
HOH / SS & CIRCUIT 17
BROWARD COUNTY
Language Interpretation Hearing Impairment
Link Translations & Interpretation Sunrise Division
Contact: Gwendoln Clark-Babler
7771 W Oakland Park Blvd, Suite 185 Pembroke Pines, Florida, Sunrise, FL 33351
954-746-1770 Fax 954-746-1777
Tavi Mays – 772-240-8655
Michael Mays – 772-240-8665
Nationally Certified
Sign Language Interpreter
(Broward & Miami)
League for the Hard of Hearing
Other Disability Assistance
Representative – Stephanie Gutierrez
ADA Help, Inc. (Broward)2800 W. Oakland Park Blvd. Suite 306
Contact: Bill Norkuras, Pres/CEO, Oakland Park, Florida 33311
954-731-7200/Voice/TTY/after 5:00pm 954-871-9733 954-485-6336
Fax 954-484-7149
Accessible Communication for the Deaf
Contact: Lisa Gauntlett
19451 Sheridan St. Suite 340
Pembroke Pines, FL 33332
954-578-3081 Fax 954-241-5033
Department of Children and Families
Blind TDD/TTY: 711 or 1800-955-8771
American Foundation for Visual Rehabilitation
5333 North Dixie, Suite 101-A
Fort Lauderdale, FL 33334
Center for Independent Living of Broward
8857 W. McNab Road Tamarac, FL 33321
954-776-5223 Fax 954-491-0027
Florida Council of the Blind
7106 NW 75th St. Tamarac, FL 333321
954-722-6400 Fax 954-722-9801
Lighthouse for the Blind of Broward
650 North Andrews Avenue Ft Lauderdale, FL 33311
Florida Division of Blind Services
954-463-4217 Fax 954-764-3825
www.state.fl.us/dbs/