Auxiliary Aids Plan

Auxiliary Aids Plan For Persons With Disabilities
And Limited-English Proficiency Plan

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 for the provision of auxiliary aids. HOH/SS has appointed Donnalia Deliazar, the Chief Operating Officer as the ADA/504 Coordinator and Single-Point-of-Contact.

All staff will receive training annually on how to provide assistance to persons with disabilities and who are limited English Proficient clients and Companions in obtaining assisting devices and/or aids, or other reasonable accommodations. This training is mandatory and will be tracked. Training will include:
1- Procedures for serving clients and companions who are hearing impaired, sight impaired, mobility impaired, and Limited English Proficient.
2- Communication options available and how to use the auxiliary aid equipment available at the agency.
3- 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.
4- Awareness of the Auxiliary Aids and Service Plan, including how to access the plan for reference.
5- HOH/SS provides notice of the availability of and procedure for requesting auxiliary aids and services through posting this Plan on our website (, and through notices posted in areas frequented by visitors and person served.
Posting signs in intake areas and other entry points. When language assistance is needed to ensure meaningful access to information and services. it is to provide notice in the appropriate language in intake areas or initial points of contact so that LEP person can learn how to access those languages. The signs should be translated in the most common language encountered.

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 effectively 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.).


a. Title VI of the Civil Rights Act of 1964, as amended, 42 United States Code (USC) 2000d et seq; 45 Code of Federal Regulations (CFR), Part 80.

b. Section 504, Title V of the Rehabilitation Act of 1973, as amended, 230 USC 1681 et seq; 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, Title 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


Assistive Listening Devices and Systems (ALDS). This is amplification systems to improve hearing ability in large areas and in interpersonal communications systems. These systems deliver the desired signal directly to the ears or hearing aids of the listener, thus 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) used to ensure equal access to services and benefits.

Blind. See Visual Impairment.

Captioning (Closed). This refers to converting the spoken word to text displayed in the visual media (videos, television, etc.) in a way that it is available only to individuals whose televisions are equipped with captioning decoders.

Captioning (Open). Refers to converting the spoken work to text displayed in the 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, and displaying that text on a video screen. This communication service is beneficial to individuals with hearing impairments that 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 one’s self, 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 a service offered to all persons in the state which enables a hearing person to communicate with a person who is hearing or speech impaired and 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 individual’s 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, which 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 mental retardation, 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 those persons who have limited use of arms, shoulders; persons who are 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 person with visual impairments.

Physical Disability. This is a broad term, which 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 addition 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 results in an inability to hold or turn pages of a book (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 make the contents of the program, service or activity equally available and accessible to persons with disabilities without excessive renovations of facilities. [See also: “Undue Burden”.]

Qualified Interpreter. The Americans with Disabilities Act defines 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 it is being said or signed), using any necessary specialized vocabulary.

Sensory Impairment. This is a general term, which 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 excessive financial cost or administrative inconvenience in making alterations to building 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. Determination of undue burden can be made only by the CEO, Sue Glasscock, after considering all resources available for use in the funding and operation of the program.

Visual Impairment. A generic term used to describe any loss of vision.

The Chief Operating Officer is responsible for the implementation of the Auxiliary Aids and Limited English Proficiency Plan. The Chief Operating Officer is the designated Title VI, Title II ADA and Section 504 Coordinator, and is responsible for coordination, development and implementation of HOH/SS procedures ensuring the nondiscriminatory delivery of equally effective and equally accessible quality services. All employees are responsible for ensuring equal accessibility and equally beneficial services to all residents.

Dissemination. Copies of plans are kept by the Chief Operating Officer, and copies are distributed upon request.

Revisions. The Auxiliary Aids Plan and Limited-English Proficiency Plan will be updated as needed, but at least annually, with a copy 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 and to ensure accessibility of programs and services to customers or potential customers with disabilities or Limited-English Proficiency:

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.

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 not effective or if the nature of the communication significantly after the initial communication assessment, House of Hope /Stepping Stones staff shall re-assess which appropriate auxiliary aids and services are necessary for effective communication. This shall be achieved where possible in consultation with the person seeking the auxiliary aids or services.

c. The Chief Operating Officer has the responsibility for approving the request and obtaining the appropriate auxiliary aid or interpreter.

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 be documented to indicate if an auxiliary aid or interpreter is needed, and subsequent referrals will be notified in advance of resident’s needs.

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.

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 that can communicate directly with customers in their preferred language.

(2) When bilingual staff is not available, the next preference is face-to-face interpretation provided by 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 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:

a. Identifying the non-English languages that are likely to be encountered in our programs and estimating the numbers of LEP persons eligible for services that are likely to be affected. This can be done by reviewing census data, resident utilization data, and 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,

c. Identifying the points of contact in the program or activity where language assistance is likely to be needed; and

d. Identifying resources needed, location and availability of these resources.

e. 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 are to be available in regularly encountered languages other than English.

Resources for Hearing and Visual Impairment, Limited English Proficiency (LEP) and Other Disability Assistance



Language Interpretation
Link Translations & Interpretation
Contact: Gwendoln Clark-Babler
Pembroke Pines, Florida


Hearing Impairment
Sunrise Division
7771 W Oakland Park, Blvd suite 185
Sunrise, Fl 33351
954-746-1770 – 954-746-1777 Fax
Tavi Mays – 772-240-8655
Michael Mays – 772-240-8665
Nationally Certified
Sign Language Interpreter
(Broward & Miami)

Other Disability Assistance
ADA Help, Inc. (Broward)
Contact: Bill Norkuras, Pres/CEO
6103 Umbrella Tree Lane
Fort Lauderdale, FL 33319

League for the Hard of Hearing
Representative – Stephanie Gutierrez
2800 W. Oakland Park Blvd. Suite 306
Oakland Park, Florida 33311
954-578-3081 M-F 8:00a-5:00p
954-731-7200/Voice/TTY/after 5:00pm

Accessible Communication for the Deaf
Contact: Lisa Gauntlett
19451 Sheridan St. Suite 340
Pembroke Pines, FL 33332 954-578-3081 954-241-5033/Fax

Department of Children and Families
TDD/TTY: 711 or 1800-955-8771

American Foundation for Visual Rehabilitation
5333 North Dixie, Suite 101-A
Fort Lauderdale, FL 33334
954-776-5223 Fax 954-491-0027

Center for Independent Living of Broward
8857 W. McNab Road Tamarac, FL 33321
954-722-6400 Fax 954-722-9801

Florida Council of the Blind
7106 NW 75th St.
Tamarac, FL 333321

Lighthouse for the Blind of Broward
650 North Andrews Avenue
Ft. Lauderdale, FL 33311
954-463-4217 Fax 954-764-3825

Florida Division of Blind Services