Guidelines for Local Government. Access Friendly Cities >> Building Bridges for the. Hearing Impaired. & Deaf community

Transcription

1 Guidelines for Local Government Access Friendly Cities >> Building Bridges for the Hearing Impaired & Deaf community

2 Acknowledgements This project has been a joint project between the City of Mitcham and Deaf SA, with funding from the Local Government Research and Development Scheme. This project would not have been possible without the work of the project reference group and all participants in the various stages of consultation. Special thanks must go to Mrs Samantha Jones and Mr Rod McInnes, but without a doubt, it would all have been in vain if not for the amazing work and commitment shown by Ms Kate Fulton. 2

3 Contents Preface 4 Overview of Hearing Loss in Australia 6 Why We Need to Address Hearing Loss 8 About Hearing Loss 10 Definitions 11 Who does it affect? 11 How much does hearing loss cost the Community? 12 How does hearing loss affect people? 12 Personal check-list for hearing loss 13 Why don t people get help? 13 What s preventing communication? 14 Practical Strategies for Local Governments 15 PHASE 1 - Encourage development and ownership of your own strategy 17 PHASE 2 - Audits and technology 18 PHASE 3 - Implementation in partnership 20 PHASE 4 - Sustainability 26 PHASE 5 - Community change 26 Resources and References 29 3

4 >Preface

5 These guidelines aim to provide Local Government with the tools to create better environments for people with hearing loss. The guidelines outline best practice to lead the development and improvements to be a hearing impaired and Deaf friendly community. For the purpose of this report, the term hearing impaired will be used to describe the 3.55 million people who experience hearing loss from anywhere on the spectrum from mild to the complete loss of hearing. Historically, the word deaf is commonly associated with people who are completely Deaf (usually from a young age) and use sign language to communicate. There are approximately 1,000 Deaf people in South Australia, this is a very strong, passionate and self-reliant community. However, the vast majority of the 3.55 million hearing impaired Australians do not consider themselves as Deaf or consider themselves to be part of a unifi ed community and most live their lives without addressing their hearing loss. These guidelines are targeted at addressing the needs of residents with any level of hearing loss, primarily those without a complete loss of hearing. The key to successfully developing a hearing impaired and deafness friendly city is the development of infrastructure and services that empower hearing impaired individuals by facilitating increased participation and satisfaction in their community. The Guidelines outline four key areas for creating a hearing impaired and Deaf Friendly City; 1. Why do we need to address hearing loss 2. About hearing loss 3. What s preventing communication 4. Practical strategies for Local Governments Developed through the deafness friendly city project conducted in 2007 at the City of Mitcham, the guidelines were co-funded by a Grant from the Local Government Association of SA (LGA SA), the City of Mitcham and Deaf SA. The project involved community consultation, site audits, stakeholder consultation, advice and feedback from a local government reference group, the expertise of Deaf SA staff and secondary research. 5

6 > Overview of hearing loss in Australia

7 Hearing loss affects 3.55 million Australians. That s one in every six people, or 22% of the population. It is estimated to be the second most prevalent health condition in Australia. There is a difference between the hearing impaired community and the Deaf community. The Deaf community predominantly uses sign language to communicate, whilst the hearing impaired community relies on technology, such as hearing aids, and lip reading. The hearing impaired community does not participate in the Deaf culture or way of life. They view their hearing loss as a medical condition rather than a culture. For the large number of people who are in denial, their separation from the Deaf community is even greater. This difference in perceptions means the hearing impaired community responds more positively to the term hearing impaired as opposed to deaf. The hearing impaired community is much more reserved about their hearing loss in comparison to the proud nature of the Deaf community. These reservations have encouraged hearing loss to become a hidden and overlooked issue. Thousands of people suffer in silence or choose to ignore their hearing loss and become isolated as a result, thus requiring action from Councils. Local Governments must become civic leaders to encourage acceptance and awareness of hearing loss and benefi t from enhanced participation and integration of all community members. Addressing barriers to isolation among the hearing impaired can also contribute to positive economic outcomes. Addressing hearing loss requires a multi-dimensional approach. Through applied and experiential research, the following key components were identifi ed as constituting a hearing impaired and Deaf friendly city: Developing ownership over the hearing impaired and Deaf friendly strategy by engaging internal and external key stakeholders. Audits can identify a range of opportunities to create positive changes for the hearing impaired and Deaf community. These changes will act as a community model for local businesses, service providers and organisations to follow in their process of becoming more accessible. Audits should be conducted on Council and non-council buildings to enable a community gap analysis of provision for the hearing impaired and Deaf community. There is a range of equipment available in the form of assistive listening devices which are highly useful in improving communication between the hearing impaired individual and the broader community. Council should install appropriate devices within identifi ed areas. User Guides should be provided with all assistive listening devices installed in buildings to encourage wide spread use. Rooms and Offi ces should be set up to encourage effective communication. Many Councils have adopted an open space layout which creates problems with background noise and reverberation. Consideration must be given to furniture arrangement, lighting, noise reduction, assistive listening devices for staff and sound barriers. Conferences and Meetings should be modifi ed to cater for hearing impaired and Deaf staff and attendees. Modifi cations include visual supports, equipment availability (such as Audio Loops), familiarisation with equipment use, staff training on awareness and the importance of modifi cations and the use of interpreters. Staff Training is a critical component in the hearing impaired and Deaf friendly model. Staff training should occur within Council and within local businesses, organisations and service providers. Whilst equipment is highly important in supporting a hearing impaired individual, staff must be trained to encourage usage of equipment and understand its importance. All equipment and services available to the hearing impaired and Deaf community need to be heavily publicised for optimal use. Changing workplace culture by encouraging sustainability of the hearing impaired and Deaf friendly strategy. This involves an examination of current policies, procedures, Disability Action Plans, training and induction programs, and strategies priorities. Hearing loss should be a key component of these directional documents and programs. Improving acceptance of hearing loss is a key challenge in addressing hearing loss. Awareness needs to extend to knowledge about impact on personal, social and working life. Awareness can be improved by publicising personal hearing loss checklist and preventative strategies. Preventative strategies should be communicated to schools through developed partnerships. Free community audiological screening and information sessions are also highly effective. Encouraging improvements amongst Local Businesses, Organisations and Service Providers. Opportunities exist for local businesses and service providers to adopt hearing impaired and Deaf friendly strategies for their customers, members and staff. Councils could coordinate, deliver or advocate for delivery of information sessions. Councils can also provide public recognition of hearing impaired and Deaf friendly sites through their website and publications. Engaging Local Businesses, Organisations and Service Providers. To be a truly hearing impaired and Deaf friendly city, Council must advocate for and lead change across the whole of the community. This means actively engaging acceptance of the goals for the city among individual business and service providers who have competing priorities. Councils can engage local businesses, organisations and service providers by conducting Audits or providing the tools for self audits, providing public recognition of sites that make adaptations, providing a connection point between key industry organisations, such as Hearing Solutions, and community groups, developing a grants scheme for device installation and offering free information seminars. There are numerous strategies for Councils to consider when developing a Hearing Impaired and Deafness friendly city. What must be highlighted is the need for action. Whilst hearing loss is not visible to eye nor widely spoken about, it is a challenging issue for thousands of South Australians. It is having a detrimental affect on the social capital and economic development of communities across the state. Through a coordinated approach, Local Governments can take initiative and fulfi ll their role as community leaders in meeting the needs of specifi c populations. 7

8 >Why we need to address hearing loss

9 Hearing loss is an issue for Local Governments because it: Is estimated to be the second most prevalent health condition in Australia. Is often untreated and therefore a hidden issue. Is an issue for both community members AND Council staff. Is a key inhibitor of communication and access in the community. Has a detrimental affect on the community s wellbeing owing to its impact on social isolation. Places an economic drain on local communities. As civic leaders, Local Government can encourage acceptance and awareness of hearing loss and benefi t from enhanced participation and integration of all community members. Addressing barriers to isolation among the hearing impaired can also contribute to positive economic outcomes. Deafness friendly social and structural changes across community facilities, businesses and services will enhance access and use and as a consequence enhance the fi nancial viability of businesses, service providers and the community. More specifi cally, there are legal requirements to consider. Section 6 of the Local Government Act, 1999 identifi es the role of Councils in improving the quality of life of the community and ensuring equitable access to services and facilities. Hearing impairment falls within the defi nition of disability under the Disability Discrimination Act (Cwlth) This Act legislates to eliminate discrimination in areas that include (but are not limited to) education, access to premises, clubs and sport and through the provision of goods, facilities and services. These responsibilities involve recognising the needs of the community and responding with innovation and leadership. Additionally, by creating a hearing impaired and Deaf friendly work environment, losses due to work injuries leading to or resulting from hearing impairment will be reduced. Potential for increased employment will also occur and lead to reduced demand on social and economic welfare supports and greater spending potential. 9

10 > About Hearing Loss

11 Hearing loss is a complex issue that impacts on the individual and the broader community in different ways. This section provides a summary of hearing loss and its individual, social and economic impacts. DEFINITIONS There are numerous terms surrounding hearing loss and deafness, which has created much confusion amongst the broader community. These terms must be understood if Local Governments are to effectively communicate with the desired audience. The following table clearly defines commonly used terms: Term Deafness Definition Deafness is a very broad term used to describe the physical condition characterised by lack of sensitivity to sound. Deafness is experienced by the hearing impaired and Deaf community. Hearing Impaired OR Hard of Hearing OR deaf (spelt with a small d) When people use these terms to describe themselves, it indicates that they do not view themselves as part of the Deaf community. Their hearing loss may be as severe as a Deaf person but they do not participate in the Deaf culture and way of life. They will communicate using speech, lip reading and residual hearing that can be amplified by hearing aids. They view their hearing loss as a medical condition. There are various levels of hearing loss, these being; mild, moderate, severe and profound. The hearing impaired community does not have the same cohesive identify as the Deaf community. Approximately 300,000 South Australians are hearing impaired. The HI logo as seen here, refers to hearing impaired individuals. Deaf (spelt with a capital D) This term is used by people who consider themselves part of the Deaf community. Sign Language is their main form of communication. They view themselves as part of a linguistic minority and share many life experiences with other Deaf people. They are influenced strongly by Deaf culture and history. They are proud to be Deaf and do not view themselves as having a loss or being disabled. Therefore, the term hearing loss does not usually apply to the Deaf community. The main difference between hearing impaired and Deaf individuals is in their culture. The Deaf community has a very strong culture and is a tight knit community. In contrast, hearing impaired individuals are not part of an organised community. Often, this is because many hearing impaired individuals do not acknowledge or address their health condition. As a result, all levels of government and businesses are unaware of the 3.55 million hearing impaired people in Australia. Ideally using more than one term when referring to both the hearing impaired and Deaf community, for example The public library has facilities for the hearing impaired and deaf community will assist to draw in members of both communities. The classifi cation of the terms will ensure these guidelines are aimed at the desired target audience, the hearing impaired community. Whilst some strategies will benefi t both communities, they are primarily aimed at improving the quality of life for people who are hearing impaired. WHO DOES IT AFFECT? According to Access Economics 1 : Hearing loss affects 3.55 million Australians, that s one in every six people, or 22% of the population. Because the South Australian population is ageing faster than anywhere else in Australia, we are experiencing a higher prevalence of hearing loss in our communities. 22% 11

12 Hearing loss is more prevalent amongst men than women. 60% of Australian adults with hearing loss are male and the gender difference is attributed to differing workplace exposure. Hearing loss is more prevalent among Indigenous Australians. Aboriginal and Torres Strait Islander children are more susceptible to middle ear infection with a lower chance of diagnosis and correction than non-indigenous children. 5% of Indigenous children aged between 0-14 yrs experience partial or total hearing loss, this is compared to only 1% of Non- Indigenous children in the same age bracket (ABS, 2006). Risk of hearing loss increases with age, rising from less than 1% for people aged younger than 15 years to three in every four people aged over 70 years. 1 - Access Economics Study This important work regularly referenced during these guidelines refers to a study into the Economic Impact of Hearing Loss in Australia released in February It was commissioned by Cooperative Research Centre for Cochlear Implant and Hearing and Innovation and the Victorian Deaf Society, with the work undertaken by Access Economics, it can be found at HOW MUCH DOES HEARING LOSS COST THE COMMUNITY? Access Economics (2006) identifi ed the economic costs to the community associated with hearing loss in Australia to be very high. In 2005, the fi nancial cost of hearing loss in Australia was estimated at $11.75 Billion. This fi gure represents, on average, $578 per annum for every Australian. Productivity loss is the greatest area of cost to the community with over 57% of all fi nancial costs in this area ($6.7 billion). This arises because almost 50% of people with hearing loss are of working age (15-64 years). Hearing loss can impact on a person s capacity to work. In 2005, there were an estimated 158,876 persons not employed due to hearing loss. Consequently these people have lower relative income compared to people without hearing loss, particularly as age increases. Since fewer people with hearing loss are working, they are paying less tax and spending less which means the Government forfeits both income and consumption taxes. In 2005, this was worth $1.3 billion. A further $1.3 billion is required by Governments to fi nance the welfare payments for people with hearing loss. Costs associated with assistance provided by informal carers are the second highest area of costs at 27% of the total ($3.2 billion). A range of additional costs have been identifi ed including provision of education and support services and direct health care costs. The net cost of loss of wellbeing (disease burden) associated with hearing loss, is estimated at a further $11.3 billion. HOW DOES HEARING LOSS AFFECT PEOPLE? Hearing loss affects each individual differently. For some, hearing loss has a small impact of their day to day life. For others, the impacts are severe. 17% of people with hearing loss have a level of impairment that is likely to cause some speech discrimination diffi culty (Access Economics, 2006). This can affect their social life, working life and health by reducing the quality of communication and affecting their ability to access services. These impacts are unlikely to exist in isolation but will have effects in all three areas of work, social life and health. Negative reactions to a person with hearing loss can strain communication. People commonly mistake a person with hearing loss as being rude or ignorant. Often this leads to aggressive or agitated behaviour directed towards the hearing impaired person in certain circumstances and as a result they may avoid communication. Among children hearing loss may be incorrectly labelled as behavioural problems. Decreased and ineffective communication can lead to a range of physical and psychological health effects including depression, loneliness, anxiety, paranoia, exhaustion, insecurity, loss of group affi liation, loss of intimacy and anger. Increased exposure to risk of injury can result. Hearing Loss and related health issues can negatively impact on: Use of local services, such as shops, cinemas, restaurants and hotels. Use of sporting and recreation facilities. Participation in community services and programs. Individuals reaching their full potential, people with hearing loss can experience fewer positive education and job experiences or opportunities. Seeking assistance with diffi culties including emergencies and medical help. Hearing Loss is also associated with an increased risk of conditions such as: Diabetes. Strokes. Elevated Blood Pressure. Heart Attacks. Psychiatric Disorder. Affective Mood Disorders. Because many people choose to hide their hearing loss, or remain in denial, the above problems can easily become more severe. 12

13 PERSONAL CHECK-LIST FOR HEARING LOSS The personal check-list below presents items that have been reported to occur by people who have developed hearing loss or their family and friends. Experiencing some or all of these diffi culties does not always mean an individual has a hearing impairment however it should provide the motivation to seek a hearing test with an audiologist. Later in the guidelines a range of strategies and tools are highlighted that may assist in reducing the effects of hearing loss and maintain an individual s involvement in their social and work lives. Personal check-list for Hearing loss Regularly asking people to repeat themselves Dislike of loud sounds Listening to the TV loudly or regularly having people tell you the TV is too loud Speaking too loudly or too softly Regularly tuning out of conversations and presentations Reducing or avoiding mixing with groups and attending public places including sports and recreation places, restaurants, hotels, theatres and family get-togethers Avoiding meetings in the work-place Avoiding telephone communication in the workplace WHY DON T PEOPLE GET HELP? Costs associated with hearing loss are impacted by undiagnosed hearing loss and a failure to seek or access assistance. Access Economics (2006) highlighted that the majority of people (85%) with a hearing impairment do not use hearing aids or cochlear implants. There are a number of reasons why people don t seek help. These include: The most common reason why people do not seek help is that they know at some level that they have a hearing impairment but do not admit it or think is it bad enough to ask for help. They might look for other reasons why they have hearing diffi culties, e.g. People mumble these days and they may be embarrassed about their hearing loss. A number of people don t know that they have a hearing impairment. One reason for this is because hearing loss can be gradual and diffi cult to detect. People know they have hearing impairment, but do not think that anything can be done about it. Perceptions can be that hearing loss is just part of growing old. Hearing aids and cochlear implants can be costly to purchase if Government Assistance is not available. Some people do not treat their hearing loss as a high priority. It may be that other health problems are viewed as more important or family and work issues take priority. In addition to this: There may be a lack of transport services in the local area or diffi culties in arranging transport to medical appointments. Some people avoid seeking help because they see it as failing. Hearing aids and cochlear implants do not replicate hearing. Whilst hearing aids and cochlear implants may improve communication, some people can have negative experiences with them. They may amplify sounds to an aggravating level and create over stimulation in the ear, or feel uncomfortable. Additionally, changing batteries or general maintenance can be diffi cult. This can deter people from wearing their hearing aids and/or recommending them to other people. Health assessment and medical services may be diffi cult to access for geographic, social or cultural reasons. Not maintaining work or educational ability Ringing in the ears Noticeable reduction in hearing ability Having minor accidents because didn t hear a warning or signal 13

14 WHAT S PREVENTING COMMUNICATION? There are numerous reasons preventing businesses, organisations and clubs from actively addressing hearing loss, including: People seldom speak out about their hearing loss, thus there is a general lack of awareness amongst the community about the prevalence and severity of the problem. There is a general lack of acknowledgement among the community that hearing loss is prevalent in our society. For those premises that have installed assistive devices, many employees, customers and clients are unaware that they are available and how they work. Businesses are yet to recognise the financial benefits to be gained by winning the patronage of customers with hearing loss. The cost to make physical changes and install assistive hearing devices can be a deterrent. The diversity and inconsistency in the information on access and provision can confuse business owners and managers, and make the decision process diffi cult. Lack of understanding of access legalities as outlined in the Disability Discrimination Act. Hearing loss is yet to become a high priority issue in the workplace. Opportunities exist to include hearing tests as part of corporate health programs, address hearing loss in staff training sessions and induction procedures, and making its prevention and employee support part of Occupational Health and Safety approaches. 14

15 >Practical Strategies for Local Governments

16 Creating a hearing impaired and Deaf friendly city requires Councils to set a benchmark in the community for services for people with a hearing impairment. As community leader s, Councils can model and foster change amongst community organisations, businesses and service providers. The following diagram provides a guide for implementing proposed strategies: PHASE 1 Encourage the development and ownership over your strategy KEY TASKS Establish reference groups with internal and external stakeholders PHASE 2 Audits and technological enhancements KEY TASKS Conduct audits on status of your council PHASE 3 Implement improvements in partnership with staff departments KEY TASKS Training and awareness activities, equipment installation PHASE 4 Ensure sustainability of the strategy and continual improvement KEY TASKS Adapt Council policies and procedures, training programs and strategic priorities PHASE 5 Encourage change in the community through leadership KEY TASKS Provide training opportunities and resources to businesses, organisations and service providers Within each stage, strategies will need to be adapted to suit each Council environment and available resources. It would be useful to apply at least one strategy from each area because addressing the complexities surrounding hearing loss requires a multidimensional approach. 16

17 PHASE 1 - ENCOURAGE DEVELOPMENT AND OWNERSHIP OF YOUR OWN STRATEGY Hearing impaired and Deaf friendly adaptations affect Council staff across all departments, and their support and attention is needed if adaptations are to be effective and sustainable. Staff awareness of the proposed activities and their understanding of the relevance to the Council and the community will assist to progress your program. Additionally, key stakeholders are a valuable resource in the early stages of the program as they will provide support and lead change across the community. Ensuring all staff are aware and support the proposed Hearing Impaired and Deaf friendly developments is imperative to program initiation and progress. This can be achieved through the following activities: Steps for developing a hearing impaired and Deaf friendly organisational culture Reference Group Information Engagement Create a Reference Group consisting of representatives from various departments of the Council, e.g. Customer Service, Community Services, Assets and Planning. Use internal communication, e.g. intranet, and memos to communicate the strategy. Hold information sessions for all Council staff or tap into other meetings to introduce them to the program and how it relates to them. Development of relationships with key stakeholders will also assist in fostering change amongst the community. This can be achieved by: Check-list for engaging key stakeholders Identify key stakeholders Communication Collaboration Key stakeholders should include hearing impaired and deaf individuals, business enterprise centres, audiologist clinics, education institutions, retailers, shopping centre management, sporting and recreation providers, community organisations and allied and community health services. It is recommended that key organisations are involved initially, and this group is diversified as the program progresses. Develop and maintain an effective communication strategy, for example via , phone, letters or one-on-one meetings. Stakeholder awareness of changes about how Council delivers its services and what it envisages more broadly is useful to progress the program. One-on-one meetings may be more suitable if previous relationships with stakeholders do not already exist. Develop a public website detailing the proposed strategy. Develop reference groups or a Disability Access Review Committee to seek feedback and ideas on program activities pre and post implementation will assist development and understanding of the activities and a gauge their success. Collaboration with health providers in at-risk communities is highly advisable if hearing loss is to become a high priority in the community. 17

18 PHASE 2 - AUDITS AND TECHNOLOGY Baseline Assessments A baseline assessment of the hearing impaired and Deaf friendly status of your Council is important. This will assist to identify the current level of services and facilities as well as necessary improvements. These changes will act as a community model for local businesses, service providers and organisations to follow in their process of becoming more accessible. Conducting an audit using a checklist is a simple and effective means of achieving this. Audits assist to: Identify opportunities for new devices or training. Evaluate the success of current devices. Identify staff awareness and acceptance of products. Audits can be undertaken using the example checklist provided in the guidelines. Alternatively, a third party can be engaged to undertake the audit. A third party may be an access consultant, or Deaf SA. Communication Inform relevant staff within Council about the audits and engage appropriate partners in the audit process. The Council Planning department should be actively involved in the audit process for infrastructure and building adaptations. tip Developing partnerships with the Planning department will ensure decision makers are fully aware of all the issues surrounding hearing loss, including the need for improved access and provision. Site Identifi cation Examine a listing of Council buildings and identify and prioritise buildings most appropriate to audit. These should at the very least include: Community centres. Council offi ces, including meeting and conference rooms. Libraries. Depots. Identify Gaps Within buildings it is important to assess all rooms including commonly ignored areas such as toilets, kitchens and store rooms. These areas can often be isolated from standard alarms and have increased risks for both visitors and staff. This risk assessment will assist to prioritise activities. The Human Rights and Equal Opportunity Commission has a number of resources available that provide information and guidance to designers, builders, planners and access consultants about access to buildings and services for people with disabilities. These references will assist buildings and services in complying with the Disability Discrimination Act (DDA). Resources include: Access to buildings and Services. disability_rights/buildings/guidelines.htm The good, the bad and the ugly: Design and construction for access. good.htm These references are particularly useful for Local Governments and are available free of charge. It is highly recommended that Local Governments heavily publicise this information to local businesses and development applicants as a continuing education program. The Department for Administrative and Information Services also has a resource guide on access and design. Design Standards and Guidelines, Disability Access Guide The Human Rights and Equal Opportunity Commission is working with many industry, community and government bodies, as well as the Australian Building Codes Board (ABCB) to develop a DDA Disability Standard on Access to Premises (Premises Standard). When completed, this premises standard, and corresponding changes to the Building Code Australia, will provide designers, builders and certifi ers with design specifi cations deemed to meet both the DDA and BCA requirements. Until then, the above resources are a guide to providing good access. Action Plan Results from the audits need to be compiled and distributed to relevant staff within Council for action, particularly the Planning department. Action Plans can be lodged with the Human Rights and Equal Opportunity Commission. The following audit checklist was developed by the Deaf SA hi deafness friendly program and used during the project; however, there is a diverse range of access information and checklists available from various organisations, such as Access Audits Australia, City of Melbourne, Better Health Victoria and the Human Rights Equal Opportunity Commission. 18

19 AUDIT CHECKLIST EXAMPLE Deaf SA hi deafness friendly program Customer Report This Checklist will help you to assess your situation and improve services to the 22 percent of your customers that are Hearing Impaired and Deaf. Organisation: Address: Name of Auditorium/Room: Contact Name: Phone: Fax: Room Dimensions: Item: Personal Hearing System Counter Hearing System Public FM Unit Audio Loops TTY telephone TTY payphone Interpreter service- contact details Erasable message board Mobile phone for text messaging hi deafness friendly signage or other signage to publicise the equipment Visual and sound warning Alarms Television w/captions (hospitals and training videos) Telephone with volume control for staff Staff awareness and information sessions Noise reduction features Stickers/fi le notes indicating access needs Comments: Have ( / )? Should Have? 19

20 PHASE 3 IMPLEMENTATION IN PARTNERSHIP Implement Improvements Step 3 involves a range of actions that will assist Council in becoming hearing impaired and Deaf friendly. Actions could include: Staff training and induction. Promoting communication tips. Becoming aware of and using services for the hearing impaired community. Equipment installation. Publicising equipment. Developing user friendly systems for equipment. Adapting the physical arrangement of a room. Modifying conferences and meetings. tip Staff training and equipment installation can occur simultaneously, however staff training will need to be an on-going strategy to cater for staff changeover and re-fresher sessions. Staff Training and Induction Opportunities exist to train staff in hearing loss awareness. Enhancing staff capacity in the following areas will reduce stress on them and assist to minimise customer complaints. Effective strategies for meeting the needs of hearing impaired customers and clients. Dealing with hearing impaired colleagues. Developing the ability to recognise your own hearing loss. Using equipment and assistive hearing devices. Where to fi nd information and resources about hearing loss. Emergency evacuation procedures for hearing impaired/deaf staff, written and verbal. Catering for the hearing impaired community in meetings and events. Training sessions are offered through Deaf SA and other service providers, such as Hearing Solutions. People who are hearing impaired or Deaf could be actively involved in training people. Alternatively, hearing loss awareness sessions may be built into already existing staff training sessions. Specifi c scenarios relating to hearing loss could be used in these training sessions. Local Councils can also investigate subsidised AUSLAN (Australian Sign Language) training for their staff. AUSLAN courses are offered through Deaf SA and other organisations, like TAFE SA. Opportunities also exist to incorporate hearing tests into corporate health programs. This could lead to improved organisational supports for staff with hearing loss. These improvements will need to be implemented in partnership with relevant Council departments, such as; Planning and Assets; Communications; Customer Service; and Human Resources. Again, it is critical to highlight that the aim of the following strategies is to improve communication and service for the hearing impaired community. Whilst the Deaf community will benefi t from many of these actions, the primary intended audience is those who experience varying levels of hearing loss. User Guides Staff that are comfortable and confi dent in operating assistive devices are more likely to use them and encourage customers and other staff to use them. Manuals for equipment usage are an effective strategy for getting all staff familiar with the equipment. Manuals should include: Step by step guide to using devices. When and how to encourage use of the devices. Troubleshooting information. Maintenance. It is important that the manuals remain with the equipment to make them easily accessible to all staff. New staff should be shown the manuals during induction. 20

21 Available Services There is a range of services available to improve communication for an individual with hearing loss. The following services should be highlighted during staff training sessions, and could also appear on the Useful Tips sheet to improve communication (see next section). Services available in the broader community include: Audiology services Lip Reading classes 24/7 Deaf Interpreting service Sign language classes National Relay Services Available for individuals and aged care service providers. This is highly useful for a hearing impaired person to learn how to lip read. AUSLAN interpreters fluent in English and AUSLAN can be used for effective communication between the Deaf community and the hearing world. Interpreters should be booked well in advance through Deaf SA as they are in short supply. AUSLAN classes enable people to learn Australian Sign Language. AUSLAN classes are offered through Deaf SA and other organisations such as Tafe SA. The National Relay Service is an Australia-wide telephone access service available to everyone at no additional charge. If you use a TTY (teletypewriter) or a computer with a modem, you can access anyone in the wider telephone network through Australian Communication Exchange s National Relay Service. Easing Communication Communication is a major challenge for the hearing impaired and Deaf individual. The following tips should be highlighted during staff training sessions and developed into a Useful Tips sheet for staff to have on hand at all times. Communication is particularly challenging because of the variety and extent of effects of hearing loss. Seeking input about what type of communication is relevant to the individual is important. Preparation for contact will enable the best communication technique and tools in the setting. This includes having tools such as the communication board, counter hearing systems, personal hearing systems, staff trained in Auslan and strategies to fl ag personal hearing needs in place as part of Council s normal business routine. The following tips have been identifi ed by various organisations, including Hearing Solutions and Better Health Victoria, as improving communication. Face the person Keep the lip clear Ensure good lighting Avoid background noise Speak clearly and a little slower Get to the point Rephrase instead of repeating Use natural gestures Write it down Be patient Gain their attention before you speak and maintain direct line of sight. It is important to be aware that many people with hearing loss are able to fully or partially lip read. Keep hands away from face. Ensure the speakers face is well lit. Shut door or windows, turn off radios, fans or air conditioner if possible. Be careful not to shout or use exaggerated lip movements! Use simple language and be concise. If you are not understood in the first instance it is useful to redirect the question rather than repeat it verbatim. Check that you have been understood. Pointing and gesturing may aid understanding. Often the written word can be useful in clarifying issues and is particularly useful under stressful situations or with complex inquiries. Remember that the hearing impaired individual may need you to repeat the question or explain information. Be patient and understanding of their needs. 21

22 Much of the communication perceived by the individual is influenced by a few words and their context. The previously listed tips could be developed into a simple guide for distribution to staff who regularly communicate with customers and the public. Room/Offi ce Set Up The physical arrangement of a room or area can have an impact on a person s ability to hear and see others. People who experience hearing loss can experience diffi culties in hearing others if the voice is coming from behind. Many Councils have adopted an open space layout of the offi ce which creates problems with background noise and reverberation. The following list outlines strategies to improve communication in a room/offi ce: Strategies for effective small room/office set-up Furniture placement Noise reduction Lighting Assistive hearing devices Arranging office desks so they face the entry of a room. This way, staff who experience hearing loss can see people entering the room. Creating a quiet room for one-on-one consultation or communication. Fitting sound absorbing furniture and fittings, such as sound absorbing curtains in rooms heavily used for meetings and events. Upholstered furniture and carpets help to minimise background noise. Ensuring offices are well lit; this ensures effective lip reading and AUSLAN (Australian Sign Language). Providing phones with variable volume will assist to overcome difficulties with background noise. Equipment Assistive listening devices are a critical component of the hearing impaired and Deaf friendly strategy. They enable educated staff to further improve the environment. A range of assistive listening devices are available which are suited to Council buildings. By making physical changes, Councils can infl uence communities that value access and communication through the implementation of assistive hearing supports in community places. A range of Assistive Listening Devices are available from various organisations, such as: Deaf SA ( Hearing Solutions ( Australian Hearing ( Word of Mouth Technology ( Printacall ( Sonic Innovations ( Telstra ( Local Audio Clinics. 22

23 These technologies can assist to help bridge the gap between the hearing and hearing impaired. Devices include: Technology Counter hearing systems Public hearing systems Personal hearing system Telephone systems Flashing alarm systems Sound and Visual Alarms Home based infrared systems Vibrating alert devices Whiteboard Medical Hearing System Public pay-phones with TTY capability. Use For reception / customer service counters. This system allows customer and clients to pick up the handset and listen to the staff s voice at an amplified level. It is suitable for both hearing aid wearers and people who don t wear these devices. Most suited to halls, churches, theatres and clubs, Audio Loop systems are used with the T switch on a hearing aid. The loop defines a designated area and is hooked to an amplifier. The area within the loop receives clear, distortion free sound. Designed for individuals, FM systems consist of a transmitter worn by speaker and a personal receiver worn by the hearing impaired listener. They assist in situations such as small discussion groups, dinner parties and lectures. For both individual and community access. Phones with volume controls assist hearing by providing a portable telephone coupler when used with the T switch on a hearing aid which enables the listener to hear what is said on the telephone. Assist the hearing impaired to hear visitors at the door, alarms and phone calls. These alarms should appear in isolated areas, e.g. toilets where closed doors may obscure vision. For individual use. A transmitter is attached to a television, radio or CD player and a small receiver worn by the person. For telephones/doorbells. These devices can also be used to indicate when a machine is in operation. This piece of equipment allows for instant and easy communication messaging. They can be fixed in a convenient location, or left portable. Medical Hearing Systems are designed for Hospitals, and are currently being used by the Royal Adelaide Hospital and the Repatriation Hospital. This is a portable amplifying system that allows patients to hear the voices of doctors and nurses clearly and confidentially. Assist the young and elderly or low income who are less likely to have mobile phones. More suitable than GSM mobile phones which can interfere with hearing aids. Many devices are portable, and could be used in varying buildings or situations when needed. A hearing impaired and Deaf friendly portable kit could be developed and comprise of a range of assistive hearing devices, such as a whiteboard and personal hearing system. This kit could be booked out to staff or public users of a building when there is an event, such as a HACC social program or meeting. 23

24 Publicise Equipment and Provision To ensure equipment is fully utilised, it must be publicised to all staff and the general public. This can be done by: Strategies Publicising availability of hearing supports World Wide Web Signage Guidelines for use Publicise services Promote broader access in the community Identify linkages to other support services Creating a webpage listing of all available equipment and services. Explain who these services will benefit and how customers, clients, or staff can access this equipment or service. Displaying signage on doors, counters and other public areas will highlight the equipment and services available. The hi deafness friendly signage is provided by Deaf SA. Venues may also investigate opportunities to display the international symbol of access for deafness as shown in the picture on the left. Guidelines for use of either or both of these signs exist. As outlined by Deafness Forum, while primarily intended to identify the existence of assistive listening systems, (induction loops, FM and infrared), the international symbol for deafness also may be used to identify the existence of other forms of hearing access. Wherever possible the symbol is to be accompanied by an explanatory caption, indicating the location of hearing augmentation. The symbol may not be used by commercial enterprises as an advertising logo or in any way to promote or identify commercially available goods or services. Further information about the appropriate usage of both signs can be found at and Publicising services on all hard-copy and online information about Council venues and buildings. For example, an information leaflet about a highly used community centre could have a small section highlighting the equipment available to users of the centre, such as personal hearing systems. Promoting other business and service providers who are accredited as hearing impaired or Deaf friendly on Council s web-site. Providing linkages from Council s website to Deaf SA and other suitable service providers, such as Hearing Solutions. 24

25 Modifi cation to Conferences and Meetings The prevalence of hearing loss suggests that it is likely to be an issue for at least one person in any meeting with at least six people. The following strategies can be adopted to assist the hearing impaired individual get the most out of the event or meeting whether it has a few or many participants: Strategies for preparing for a Hearing Impaired and Deaf friendly meeting or conference Preparation Visual supports Audio supports Equipment availability Equipment use Training Interpreters Ensure all notes and agendas are provided in hardcopy before or at the meetings or event. Aim to have videos subtitled/captioned. Ensure the speakers face is well-lit for effective lip reading. Provide a microphone for speakers a roving microphone will enable all participants to be heard. Ensure technologies are tested and working. Promote availability of assistive hearing devices available on invitations, agendas and correspondence relevant to the event and on Council website, via communications and within the meeting room. Encourage guests to contact the organiser if they require any assistance. Encourage all staff at Council to automatically activate assistive equipment such as audio loops prior to the event to avoid people having to ask for any assistance in a public environment. Hold on-going training sessions for staff that regularly organise meetings and events to reiterate the above points and build the practice into common procedures. Engage a professionally qualified AUSLAN interpreter where there are meetings with Deaf of hearing impaired. When advertising an activity, ask participants to state whether they require interpreting service. Lip-reading, receiving and transmitting AUSLAN and reading captions on visual displays can be tiring. Regular breaks from proceedings should be scheduled. 25

26 PHASE 4 - SUSTAINABILITY Ensuring Sustainability and Improvement of the Strategy Hearing loss needs to be a priority across Council if strategies are to be sustainable and improvement is to be on-going. This can be achieved by: Strategies for workplace and community change Communication policies and guides Disability Action Plan Training and induction Strategic priorities Review communication policies to ensure information is provided in various formats to cater for different audiences. Reviewing the Disability Action Plan, and ensure hearing loss is highlighted as a key focus area. Reviewing and adapt training and induction sessions. New and current staff should be aware of the equipment available to them and the public. Strategies for preventing and coping with hearing loss should also be. Include hearing loss as a community health priority particularly among children and seniors. PHASE 5 COMMUNITY CHANGE Encouraging Change in the Community As identifi ed earlier, a key challenge is developing individual and community awareness of the prevalence and adverse impacts of hearing loss. This awareness needs to extend to knowledge about impact on personal, social and working life. The following list offers guidance to an approach to build awareness and acceptance. Strategies to improve awareness and acceptance of hearing loss include: Prompting People to Seek Assistance and Check their Hearing Presented earlier in the guidelines is a personal check list that is an important tool to encourage knowledge and action by individuals about their level and quality of hearing. The checklist can be provided on the Council s website to encourage people to assess their hearing. Links to organisations and clinics that can assist people with hearing loss should also appear on the website, for example, local audio clinics where people can get their hearing tested. It could also be used to entice people and staff to attend free hearing screenings or hearing awareness session/workshops hosted by the Council. Preventative Strategies Early intervention in hearing loss may serve to avert diffi culties and/or minimise their impact. Prevention is a key factor in reducing the number of people with hearing loss, along with the adverse impact hearing loss has on individuals and society. Simple strategies can be adopted to encourage residents to think about their hearing and protect it. Consider partnering with Deaf SA and other disability organisations to conduct disability awareness and training amongst schools in the area. Provide links between schools and disability organisations via information sharing and stakeholder relationships. Schools that have undertaken the disability awareness programs could be publicly recognised in Council publications or awards ceremonies. Media or online publications on the prevalence and effects of hearing loss could encourage people to consider the issue and adopt strategies to avoid it. Information should be made relevant to the audience. For example, one could mention the impact MP3 players have on a person s hearing when targeting younger age groups. Hold public information display in a highly visited area such as a shopping centre, library or public venue. Consider linking activities with hearing awareness week Providing Free Hearing Screenings In partnership with a local audiological clinic, Local Government can offer opportunities for a free hearing screening. During the deafness friendly city project respondents revealed they are more likely to respond to these tests if they are offered by a trusted source, such as their local Council. To coordinate screenings, Councils could: Identify an audiological/hearing loss clinic willing to provide an audiologist free of charge to conduct the screenings. Decide on the number of days or screening sessions to be made available. It is advised that a least one full day be given to conduct the screenings, as each screening takes approximately 20 minutes. One full day would allow 22 community members to get their hearing screened. Decide on the most appropriate venue for the screenings. It is highly recommended that at least one day of the screenings be held at the Council s main offi ce, as this proved to be the most suitable venue for residents during the project. Council needs to provide a room that is easily accessible and has minimal background noise. 26

27 Promote the screening opportunity within Council publications and to Council staff via and the intranet. It is also suggested that Council send a personalised invitation to the screenings to all Home and Community Care (HACC) clients on their database. The prevalence rates of hearing loss suggest that many HACC clients are likely to experience hearing loss and benefi t from the screening service. Information Sessions for People with Hearing Loss Free information sessions support learning about hearing loss and where to seek help. Successful information sessions are characterised by: Partnering with Deaf SA or Hearing Solutions to run the information sessions. Organisations can provide information on assistive devices and where to seek assistance. Using the self-diagnosis tool to get people to recognise that the session may be relevant to them. The test could feature on all promotional material for the information sessions. Promote the sessions in Council publications, local newspapers and online. Possible topics to cover during the session include:» What is hearing loss and reducing the risk of developing hearing loss.» Who does it affect.» How does it affect people.» What can be done about it and speaking up.» The self-check tool and where to seek help. Encouraging Improvements Amongst Local Businesses, Organisations and Service Providers To be a truly hearing impaired and Deaf friendly city, Council must advocate for, and lead change across the whole of the community. This means actively engaging acceptance of the goals for the City among individual business and service providers who have competing priorities. Opportunities exist for local businesses and service providers to adopt hearing impaired and Deaf friendly strategies for their customers, members and staff. Below are some useful strategies to engage local stakeholders: Information Sessions Councils could coordinate, deliver or advocate for delivery of information sessions encouraging business and service providers to focus on: The likelihood of an employee or member having hearing loss and its impacts in the workplace. Hearing impaired and Deaf friendly Audits. Access friendly building requirements and infrastructure (to be conducted in partnership with Council Planning department). Share the developments and improvements that have been made within Council buildings and discuss the process that was taken. Improving the work environment for the employee. Enhancing customer service by adapting and responding to hearing loss. Reducing the risk of developing hearing loss employer and employee responsibilities. Promoting the business or service as hearing impaired and Deaf friendly. The social and economic benefi ts of becoming hearing impaired and Deaf friendly. Deaf SA provides free on-site hearing loss awareness sessions for businesses and organisations. Other organisations, such as the Royal Society for the Blind could be engaged to diversify the education program. In partnering with these organisations, Council can host hearing loss awareness sessions for the community, and actively promote the availability of these training opportunities via Council website and community publications. tip Generally, businesses and service providers are more responsive to training opportunities if they are held at their own premises at a suitable time. Large opportunities exist for Councils to link organisations such as Deaf SA with community businesses. tip Encouraging Self-Audits Self-audits can be encouraged by providing local businesses, service providers and organisations with access to a downloadable on-line audit sheet through the Council s website. It is important to ensure that Deaf SA s contact details are provided on the checklist so organisations know where to get advice on improvements. The term Audit commonly indicates a very formal, investigative process which may be unappealing for many businesses, and discourage them from participating. Therefore, Councils may wish to simply use the term Assessment. Audits Audits are highly useful in identifying current provision and areas in need of improvement. Councils can actively encourage other sites/organisations/businesses in the community to undertake a formal Audit in partnership with Deaf SA or an access consultant. munit 27

28 Councils can identify key sites/organisations/businesses in the community to become hearing impaired and Deaf friendly. Direct contact with these stakeholders is needed to engage businesses and organisations in the audit process. Key sites should include: Sport Club Facilities. Shopping Centres. Medical Centres, Health Services. Churches and Theatres. Schools. Provide audited sites with resources and information on good access. Refer them to the resources provided by the Human Rights and Equal Opportunity Commission, and the Government of South Australia, Department for Administrative and Information Services. Information Access Develop a webpage that suggests improvements for businesses, community organisations and service providers to implement. Improvements can include those undertaken by Council, such as staff training and the installation of assistive hearing equipment. It may also be effective to specify improvements for specifi c environments, such as sporting clubs, or pharmacies. For example: Adaptations for pharmacies or doctor surgeries Consider installing LCD screens for call-ups to avoid reliance on verbal call-ups which can often not be heard by someone experiencing hearing loss. Adaptations for cafés or restaurants Consider creating a quiet area with minimal background noise. Consider sound absorbing furniture, ceiling and walls. A list of resources should also be provided on this webpage to encourage businesses, organisations and service providers to seek additional information. Possible references include: Human Rights Equal Opportunity Commission. Access Audits Australia. Open Road Disability Awareness Kit. Overcoming the Cost Barriers Associated with Adaptations Cost can be a major barrier for Not-for-Profi t, small organisations or businesses in implementing changes. To overcome this, the following suggestions should be considered: Develop a Grants Scheme to allow Not-for-Profi t organisations, and clubs, to apply to the Council for grants to install assistive hearing devices in their premises and/or undertake hearing loss awareness training sessions. There are opportunities to investigate a sponsorship arrangement for the scheme, similar to the Good Sports Program sponsored by the RAA. The scheme could also be budgeted for, or alternatively, built into already existing community development grants. Recognition of Hearing Impaired and Deafness Friendly Sites Public recognition is an important motivator. Deaf SA provides an opportunity for deafness friendly business and service providers to be promoted on their web-site. This can be viewed at: Councils can also develop their own listing of hearing impaired and Deaf friendly locations as this further provides public recognition of those places that have made positive changes. It should be highlighted that Deaf SA is currently reviewing the deafness friendly webpage, and will soon be able to provide a listing of deafness friendly locations within each Council area. In addition to online recognition, awards ceremonies for access friendly locations, with certifi cation could occur. 28

29 >Resources and References

30 RESOURCES 1. Information about Hearing Loss Deaf SA, Aussie Deaf Kids, 2007, Better Health Victoria, 2007, Canadian Hard of Hearing Association, Newfoundland and Labrador, (2007) Deafness Forum, 2007, Hearing Solutions, Open Road (2007), Disability Awareness Kit, Hearing Impairment, Disability Online, pages/hearing_loss_communicating_at_work?opendocument Australian Hearing, REFERENCES Making Sense of Sensory Loss Hearing loss: causes of hearing problems (August 2007). Retrieved from the World Wide Web: Information on why people don t seek help for hearing loss from the World Wide Web: AIHW (2006), Aboriginal and Torres Strait Islander Health Performance Framework 2006 Report: Detailed analyses. Retrieved 16 July 2007 from the World Wide Web: Trewin, D & Madden, R, (2005), The Health and Welfare of Australia s Aboriginal and Torres Strait Islander Peoples, Australian Bureau of Statistics & Australian Institute of Health and Welfare. 2. Information on Building Access Government of South Australia, 2004, Design Standards and Guidelines, Disability Access Guide pdf Human Rights and Equal Opportunity Commission premises.html Access Consultants, 3. National Relay Service National Relay Service, Access Friendly Cities: Building Bridges for the Hearing Impaired and Deaf community 30

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