The Americans with Disabilities Act requires many businesses and organizations to provide effective communication for people who are Deaf or hard of hearing. The ADA’s effective communication guidance explains the standard, but turning it into daily practice is where many businesses struggle. This checklist can help you get started. It is general information, not legal advice, so check with an attorney for questions about your specific obligations.
1. Have a Written Policy
Create a simple, written policy on how your business responds to requests for interpreters. Staff should know who to contact and what to do, so a request never gets lost at the front desk.
2. Know When an Interpreter Is Needed
The right aid depends on the length, complexity, and importance of the communication. Routine exchanges may be handled with written notes, while detailed or high-stakes conversations generally call for a qualified interpreter. Our post on how to request an ASL interpreter walks through the process.
3. Use Qualified Interpreters
A qualified interpreter can interpret accurately, impartially, and with the necessary vocabulary. Avoid relying on family members or friends except in narrow circumstances. See our post on certified vs. non-certified interpreters for more.
4. Defer to the Person’s Preference
Ask the individual what form of communication works best for them. Their choice should be given significant weight. Our post on ASL, SEE, and PSE explains why preferences vary.
5. Plan for Both Scheduled and Urgent Needs
Line up an agency partnership so you can arrange scheduled on-site interpreters and fast video remote interpreting. Our post on VRI vs. on-site interpreting can help you decide what fits.
6. Train Your Staff
A short training on etiquette, how to request an interpreter, and how to use VRI equipment prevents most problems. Our tips for working with an interpreter are a good starting point.
7. Don’t Charge the Individual
Generally, businesses cannot pass the cost of providing effective communication on to the person who needs it.
8. Document and Review
Keep a record of requests and how they were handled, and review your process regularly.
Start Small, Stay Consistent
You don’t need a perfect system on day one. A clear policy, a trusted agency partner, and trained staff cover most of what matters.
Need help setting up interpreter access in Los Angeles, San Diego, Sacramento, Las Vegas, or Washington D.C.? Contact our team to get started.