Operations - Accessibility Committee


Richard Ray
ADA Compliance Officer
City of Los Angeles
Department on Disability
Phone: (213) 847-9123
TTY: (213) 847-6560
Direct Voice/Videophone: (213) 905-5100

Vice Chair

Donna Platt
Emergency Education Program
(formerly Washington State 9-1-1/TTY Education Program)
Hearing Speech and Deafness Center
Phone: (206) 323-5770 
TTY: (206) 388-1275
Direct Voice/Videophone: (866) 757-7487 

It is the mission of the National Emergency Number Association’s Accessibility Committee to develop and deliver training and other resources which will promote the professionalism and competency of our membership thereby enhancing our individual and collective ability to protect the lives and property of people with disabilities while adhering to principles of equal access to our governmental services.

TTY Training Resources

The following information is limited to availability at the time of compilation. Other companies may have added TDD/TTY trainers or programs. (Please note that NENA does not endorse any particular vendor or product.)

For In-Person Training

Please note these companies may have stand-alone training materials and/or on-line training available as well.

Off-the-Shelf Products or On-line Training

NENA Operations Standards & Documents
Documents are attached at the bottom of individual standards for download.

Operations - Accessibility

  • 52-001 - TTY Training Standard

    With an estimated 54 million people in the United States who have disabilities, over 28 million have hearing loss or speech impairment and may utilize TTYs for telecommunications. This document is a tool for PSAPs to use in the development of TTY training programs. It outlines the recommended elements to be contained within a training program to assist PSAPs with compliance of Title II of the Americans with Disabilities Act.

    Operations - Accessibility
  • 52-002 - Managers Guide to the ADA

    The Managers Guide to the ADA: Title II, Direct Access standard is a tool designed to assist managers in bringing PSAPs into compliance with the ADA. Utilizing this standard will enhance the quality of service provided to the public, including the estimated 28 million people in the United States who have hearing loss.

    Operations - Accessibility
  • 52-003 - TTY Call Taker Proficiency & Quality Assurance

    The purpose of this document is to provide recommendations toward the  implementation of a comprehensive Quality Assurance Program which includes training of call takers, conducting random, unannounced test calls, completing documentation of training and test calls, and conducting remediation activities to address identified deficiencies and equipment malfunctions.

    Operations - Accessibility
  • 52-501 - TTY Phone Pal Program

    This Operational Information Document (OID) introduces a program that will assist PSAP managers in their efforts to ensure equipment functionality and enhance call taker proficiencies where it concerns utilizing TTYs (also known as TDD – Telecommunications Device for the Deaf). In addition, this document provides the framework and outline format for establishing this type of program.

    Operations - Accessibility
  • 52-502 - Video & IP Relay Service / PSAP Interaction

    This NENA Video Relay Service (VRS) and Internet Protocol Relay Service (IP Relay) PSAP Interaction OID is intended to provide guidelines for PSAPs and recommendations to the FCC for:

    • Emergency calling to 9-1-1 using Video Relay and IP Relay services
    • Relay of such calls to the appropriate Public Safety Answering Point (PSAP)(?)
    • Interaction between the caller, the video relay interpreter (VI) or communications assistant (CA) and telecommunicator
    Operations - Accessibility