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Accessibility Committee


The TDD/TTY AccessibilityChecklist can be used as a tool in the self evaluation processrequired of all agencies. Developed originally to assist agenciesin Texas, this document incorporates requirements found withinthe ADA and common areas found within settlement agreements. Onceyou have completed the checklist, you will have a better idea ofareas that may need further attention. Established operatingprocedures and a comprehensive training program are key to asuccessful emergency response system. It also reflects theagency’? commitment to the protection of lives and propertyin the community it serves. It is recommended that you maintaindocumentation of your evaluation process. And if, at some time,your agency is contacted by Justice, you will have answersreadily available.

HOW TO USE THIS DOCUMENT:The following is provided as a sample of questions that should beasked in a self analysis of your 9-1-1 system and services. Themore questions that are answered “yes”, the more likelythe department will provide meaningful telephone emergencyresponse service to those using TDD/TTY?s. If”no”, you may want to consider taking action anddocumenting a timeline.


Have the current services,policies, and practices, and the effects thereof, that do not ormay not meet the requirements, been evaluated and the extentmodification of any such services, policies, and practices isrequired, made necessary modification?

Has the opportunity been providedto interested persons, including individuals with disabilities ororganizations representing individuals with disabilitiesparticipated in the self-evaluation process by submittingcomments?

Has the public entity madeavailable to applicants, participants, beneficiaries, and otherinterested persons information regarding the provisions of thispart and its applicability to the services, programs, oractivities of the public entity, and made such informationavailable to them in such a manner as the head of the entityfinds necessary to apprise such persons of the protectionsagainst discrimination assured to them by the ADA?

Does the entity that employs 50 ormore persons have a published grievance procedure providing forprompt and equitable resolution of complaints alleging any actionthat would be prohibited by the ADA.


Does the telephone emergencyresponse system provide the same level of service, i.e. AutomaticNumber Identification (ANI) and Automatic Location Identification(ALI), to all citizens, including those who call with a TDD/TTY?

In the event of individual line orsystem failure, is an alternative method of receiving emergencycalls accessible to TDD/TTY callers?

Are all consoles that areavailable for receiving emergency calls equipped with TDD/TTYaccessible equipment?

Is redundancy in the 9-1-1equipment provided for? If the answer to the previous question isyes, are TDD/TTY accessible equipment included in the redundancyplan?

Does the equipment and method usedto transfer emergency calls to other emergency services providefor accessibility with TDD/TTYs?

If your system utilizes automaticcall distribution and includes an automatic recording to thecitizen who may be put into a queue until there is an availabletelecommunicator, does the recording include a TDD/TTY recordedmessage?

Do equipment upgrade or expansionplans include TDD/TTY accessibility?

Does the recording equipment(which records incoming emergency lines) include recording thepoint of answer for TDD/TTY?s?

Are the TDD/TTY?s locatedwhere the call taker can switch from voice mode of communicationto TDD/TTY without causing delay in answer time?

Can VCO (voice carry-over) and HCO(hearing carry-over) calls be handled with the current system?

If the TDD/TTY equipment haspreprogrammed messages, have persons with hearing impairment beenconsulted regarding the appropriate language for TDD/TTY users?

Has the center explored thefeasibility of or have TDD/TTY detection equipment installed?

Does the communications systemhave the capability to provide TDD/TTY access to alternativenon-emergency numbers?

Can the call taker make a callback using a TDD/TTY?

Do you have a maintenance plan forthe TDD/TTY equipment and procedures (including documentation)for such?


Has your agency developed andimplemented Standard Operating Procedures(SOPs) for responding toTDD/TTY calls?

Have SOPs been written for TDD/TTYcall handling and disseminated to call-taking personnel?

Do secondary PSAPs have thecapability to answer TDD/TTY calls?

Is the standard time for answeringvoice calls comparable to that for TDD/TTY calls?

Do the call-back proceduresinclude contingencies for reaching a citizen who uses a TDD/TTY?

Does the center keep entries orstatistics of TDD/TTY calls?

Are there procedures for handlingTelecommunication Relay Services (TRS) calls?

Has the agency developed andincorporated effective methods for transferring TDD/TTY calls tothe fire department or EMS? (note: only applicable if voice callsare handled this way.)

Has the agency developed andimplemented SOPs for processing silent open-line calls? Does thecall taker interrogate the line for a possible TDD/TTY call? (seeTitle II Technical Assistance Manual)

Is there a program in place totest the TDD/TTY with the overall system?


Are there minimum TDD/TTY trainingrequirements for telecommunicators?

Does the agency provide acomprehensive TDD/TTY training program for all call takers?(note: this includes???????.)

Are refresher classes provided ata minimum of every 6 months?

Is someone assigned to followtechnological development through the various public safetyassociations and add these innovations into the trainingregiment?


Have members of the disabilitycommunity been consulted in the self-evaluation process,including the creation of standard operating procedures and thedevelopment of training.

Has a public awareness programbeen developed and implemented, to notify citizens using TDD/TTYsof the department?s accessibility and services?

Does the local telephone directoryindicate direct access to telephone emergency services forTDD/TTY users? (DOJ has provided approved language)

* the Americans with DisabilitiesAct: P.L.101-336, Title II, Section 35.162

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