Presentation on theme: "Deaf/Hard of Hearing Sensitivity Training for Personnel"— Presentation transcript:
1 Deaf/Hard of Hearing Sensitivity Training for 9-1-1 Personnel Prepared by the Office for Deaf and Hard of Hearing Services (DHHS)of the Texas Department of Assistive and Rehabilitative Services/Division for Rehabilitation Services, AustinPresented by: Alma Bebee- Deafness Resource Specialist
2 TTY/TDD User Sensitivity Training for 9-1-1 Personnel Why are we here?TTY/TDD User Sensitivity Trainingfor PersonnelIntroductory slide
3 Demographics8.8 per cent of the general population has a hearing loss sufficient enough to need on-going services (not hearing aid only)6.5 of the above are categorized as hard of hearing or late-deafened2.3 of the above number are members of the Deaf or deaf communitythe numbers are greater in rural areas and areas of lower socio-economic resourcesEverything necessary to say is on this slide
4 A D A Americans with Disabilities Act Title II, Section 35.162 telephone emergency services shall provide direct access to individuals who use TTY’s and computer modems ...Why was this done? Due to the extra time involved in making a relay call the ADA mandates that emergency call centers be able to handle these calls directly without having to go through a relay center. Extra time is required due to:Relay agent has to locate the 7-digit number to call as the call might originate in Dallas but the call is being handled by a call center in Austin, Lubbock or during a peak period by an out-of- state “stand-by” center in Wisconsin or New Jersey.orThe PSAP ALI/ANI may not reflect the actual caller’s information if the software is down or the call is coming from a rural area of the state. Therefore, checking the name and address is ALWAYS essential.
5 Parts of the ADA I Employment II State and local government any entity employing 15 or more personsII State and local governmentIII Public AccommodationsIV TelecommunicationsV Miscellaneous1. Disallows employment practices which are discriminatory against persons with a disability.2. This is where our coverage is listed.3. All other agencies, businesses are covered here.4. Mandates that each state have a relay center at no costs to its users.5. Disallows retaliation against persons (with or without a disability) who file a complaint using the ADA
6 Hearing Loss Categories Deaf - note the capital “D,” persons who are involved mainly within the Deaf community/Deaf Culture and are native ASL users.deaf - persons who have little useable residual hearing and depend on visual communication as their main mode for communicationhard of hearing - persons with useable residual hearing which may be assisted with amplificationlate deafened - persons, who as an adult, has lost most of their hearing as a result of an injury, illness or as part of the aging process.Just read/let them read the text
7 Why it might be difficult to learn English, especially if you don’t hear it: The bandage was wound around the wound. The farm was used to produce produce We must polish the Polish furniture Since there is no time like the present; he thought it was time to present the present. A bass was painted on the head of the bass drum. They were too close to the door to close it. The buck does funny things when the does are present. After a number of injections my jaw finally got number. Upon seeing the tear in the painting, I shed a tear. I had to subject the subject to a series of tests. The soldier decided to desert his dessert in the desert.
8 Communication Methods Sign Language: Linguistic research has shown many sign languages, American Sign Language is one, have their own grammatical structures, syntax, rules, etc. like spoken languages.Universality: Sign languages are not universal. Like spoken languages, sign languages around the world are entirely different. ASL is primarily used in America and Canada. However, fluent sign language users do have advantages over spoken languages users. The monolingual signer can communicate with other foreign signers much easier, using gestures, body language and pictorial expressions than monolingual (spoken) persons in a foreign country.American Sign Language (ASL): ASL is not an abbreviated form of English nor is it a simplified version. It is the native language most persons who are Deaf in America uses.Just read
9 Communication Methods (continuation): Home Signs: In some very rural areas, deaf children and their family members use home signs when they are not exposed to any other people who are deaf or the Deaf community.Oral/Aural:Oral is where the child is taught to use their speech and speech- reading abilities. Age of onset, identification/amplification onset, severity of loss all play an important role in the level of success.Speech-reading or lip-reading is an innate ability. A person (deaf or hearing) is either born with the ability to do so or is not born with the ability to do so. You can improve the skill for someone with the innate ability but you cannot teach someone born without.Sign Systems: a combination of signs used in English word order, which sign the word and not the meaning - used mostly in educational settings to help improve English proficiencyJust read
10 Communication Methods (continuation): Oftentimes, many years of trying to teach (improve) the ability passes before it is realized that the child will not succeed with the chosen method. Much information can be lost during these formative years.The most proficient of speech-readers can only catch about 25% of a known topic/conversation. This lessens to about 15% when the topic of conversation is unknown as the context on which to base one’s guesses is lowered. Many English sounds look alike on the lips and many words look alike on the lips. The anatomy of the speaker and the environment influence the “read-ability” - thin lips are difficult to read, as are the lips of someone with a full beard/moustache , it is most difficult to read some who is writing on a blackboard (school settings) and extremely difficult to follow the subject matter on films that has voice-overs (speaker is not presented on the screen) or includes animation.Aural is where the child is taught to use what residual hearing (amplified or not) they may have to their best benefit. Some schools advertise that they “teach deaf children to hear.”Just read
11 Communicating with Individuals who are Hard of Hearing/Oral Deaf Slow down a bitDon’t yell, this distorts your wordsRephrase statement or questionIf you must spell, say: “B” as in baseball, etc.Numbers: 50 and 15 or 50 and 60 sound much alikeSay 50, five/zero or 15, one/five for exampleBe patientJust read
12 Practice fingerspelling your name. The Manual Alphabet -one of the few commonalties in the numerous sign systems in use in AmericaNames of people, places and things and specialized terms must be fingerspelled as there are no signs for them:What you see is what the viewer should be seeing. The “signer” will be seeing the back of the hand in most cases.Practice fingerspelling your name.
13 Cultural Behaviors - Deaf/Hearing * Getting Attention * Flickering of lights orstomping on woodenfloor vs calling, “Hey”* Party * Staying in the kitchenwhere there is morelighting vs the living room* Introductions * Long introductions withquestions vs “Nice to meet you* Pointing * Considered necessary vs considered rudeDeaf will also throw something light to get someone’s attentionIt is easier to sign if you are signing so deaf tend to stand in the kitchen and talk instead of sitting in the living room to chatAn introduction with deaf people includes whether they had deaf parents and siblings , what schools for the deaf they attended….Pointing is part of their daily communication and is considered essential and not rude
14 TTY/VP Users Persons who are culturally Deaf Persons who are deaf Persons who are hard of hearingPersons who are late-deafenedPersons who are speech impairedOthers?????The last group are any hearing person who wants/needs to communicate with a person from the first 5 groups
15 TTY /VP Related Words/Definitions Relay service - telephone relay service allowing persons who have a TTY to call persons who do not and vice-versaDirect access- the ability to directly receive a call without third party servicesBaudot - code used by TTYsASCII - American Standard Code for Information Interchange: code used by computers and facsimile machinesJust read
16 Devices used by persons who are deaf/hard of hearing: Telephones:TTYAmplified phonePay Phone with TTYPay Phone w/amplifierVideo Phone● Hearing aids, cochlear implants, digital hearing aids, assistive listening devicesMany of the ways that technology helps deaf/hard of hearing people stay in the mainstreamPagerDigitalTextWireless 2-way
17 Types of TTYs Acoustic (telephone receiver must rest in TTY coupler) Direct Connect (telephone line plugs into TTY and separate phone implement is not necessary – “dial” from the keyboard)Acoustic/Direct Connect - some have either/or capabilitiesNo other information needed
18 Types of TTY Calls Traditional VCO (Voice Carry Over) HCO (Hearing Carry Over)TTY via relay serviceVCO via relay serviceHCO via relay service(Each is discussed on other slides)
19 Types of TTY Calls VCO (Voice Carry Over) User has intelligible speech and prefers to speak instead of type to you.faster than traditional TTY call;popular with persons who are late-deafened and hard of hearing - typing speed is slow due to age/arthritis and/or never using a keyboard previously.Nothing extra
20 Is this call a TTY/TDD call? Electronic tonesdo not sound like a fax but is often confused and hung-up on or transferred to fax machineSilence (open line)older machines and older users do not “key-in” to alert you the call is from a TTY/TDDSynthesized voice announcementmany newer machines have this option (will not be recognized by your PSAP - TDD Challenge button)Relay agentno need to activate the TDD Challenge or get your TTY/TDDNothing extra
21 TTY Abbreviations MSG - message GA - go ahead CUD - could B4 - beforeU - youPls - pleaseNUM - numberR - areMany, many othersGA - go aheadSK - stop keyingGA to SK - I’m ready to hang up, are you?SKSK - hanging upQ - Question markxxx - errorCUL - see you laterJust a few of the abbreviations used;This use to be pretty unique to TTY users but with the advent of IM…….these are many others are commonplace today!
22 Relay TexasRelay service mandated by ADA under Title IV, however, Relay Texas opened prior to ADA mandateEnables person with TTY to call person/business who does not and vice-versaFree service that is available 24 hours a day, 365 days a year7-1-1Nothing extra
23 New technology/Culture Changes Video PhonesVOIPVideo Relay ServicesInternet Relay Services
24 Technology and Relay Updates IP Relay Service10 digit number- need to register with Online Relay ProviderInternet based, so therefore no ANI/ALI, providers are nationwide and your relay agent may be several states away and unfamiliar with regional/slang termsVideo Relay Service10 digit number-need to register with VRS providerAlthough communication is much smoother and quicker because the person is using their primary language with which to communicate, the same problems as above are presentCapTel Relay ServiceThis phone/service uses voice recognition software. When the caller dials a number, the phone automatically routes the call first through a CapTel transcription center. There, everything you say is restated since software must learn to understand the speaker) which in turn becomes text for the caller. HOWEVER, when a CapTel phone dials 9-1-1, it automatically becomes a VCO phone and bypasses the CapTel transcription center. You will handle this as a VCO call.
26 Relay ProtocolImmediately verify address and phone number with the callerSpeak in “first-party” languageDon’t solicit opinion or comment from the agent, operator or communication assistantDo handle the call just as you would any other but add a ‘GA’ or ‘SK’Nothing extra
27 Thank you Questions Feedbacks Contact information:V/TTYToll FreeVideo phone