Hearing loop and infrared systems for people managing public services

Hearing loop and infrared systems for people managing public services

Loop and infrared systems for people managing public services This factsheet is part of our Equipment range. You should read it if you manage a public service to find out how to make it more accessible to people with hearing loss. When we say people with hearing loss we mean people with all levels of hearing loss, including people who are profoundly deaf. Read this factsheet to find out: How can hearing loop and infrared systems help people with hearing loss? What sort of public places are suitable for a hearing loop or infrared system? What is a hearing loop? Why should I provide a hearing loop? Is a licence required? Where can hearing loops be used? Where should hearing loops be installed? What does the installer need to consider when fitting a hearing loop? How do I maintain my hearing loop system? What is an infrared system? What sort of public places are suitable for a hearing loop or infrared system? How much do hearing loop and infrared systems cost? How can I help people get the most from the system? Where can I buy products that may help? How else can I support customers with hearing loss? Where can I get further information? If you would like this factsheet in Braille, large print or audio format, please contact our helpline see front page for contact details. How can hearing loop and infrared systems help people with hearing loss? People with hearing loss may find it difficult to hear in many venues because of poor acoustics. The problem is made worse by the distance that sound has to travel to reach the audience, background noise and competing sounds. Hearing loops and infrared systems help overcome these problems. What sort of public places are suitable for a hearing loop or infrared system? Hearing loop or infrared systems are often used in places where face-to-face interaction takes place, such as post offices, banks and other retail environments; public services, like town halls and police Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 2

stations; health settings, such as GPs and hospitals; and at train station ticket offices. They also benefit hearing aid wearers in larger venues like theatres, cinemas, places of worship, meeting rooms, conference halls and lecture rooms. You will also find hearing loops in places you pass through, such as airports, shopping centres and bus and train stations. The size and type of your service, and the type of interaction taking place, will influence the type of system you install. What is a hearing loop? A hearing loop allows a hearing aid wearer to hear more clearly; it transmits sound in the form of a magnetic field that can be picked up directly by hearing aids switched to the hearing loop setting (formerly known as the T setting). Most hearing aids have the capacity to pick up the signal from a hearing loop. The magnetic field is provided by a cable that encloses, or is located close to, the intended listening position. Users may need to adjust their hearing aids for volume. Hearing loops cannot normally be used to convey stereo sound. People who do not wear suitable hearing aids can also benefit from hearing loops by listening through a loop listener, which you can supply. These are available from us: see page 10 for contact details of our shop. Sometimes hearing loops are referred to as loops, induction loops, loop systems or audiofrequency induction loop systems (AFILS). Why should I provide a hearing loop? There are two million hearing aid wearers in the UK, and loops can help them to communicate with your staff and make use of your services. Under The Equality Act 2010, a person whose hearing loss has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities would be defined as a disabled person. Under the Equality Act (the Disability Discrimination Act in Northern Ireland), all service providers in the UK are required to make changes, where needed, to improve and make their service accessible for customers who are disabled. Such changes are known as reasonable adjustments. The provision of hearing loops is one way you can demonstrate you are making a reasonable adjustment to support your customers with disabilities. See our factsheet The Equality Act 2010 your rights when using services. Is a licence required? No, you don t need a licence to operate a hearing loop or infrared system.however, a hearing loop should conform to the current version of the standard BS EN 60118-4 and the installation should meet the current version of the British Standard Code of Practice BS 7594 (see page 6). Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 3

Where can hearing loops be used? Hearing loops can be used for many applications, but three of the most common are room loops, counter loops and portable loops. Room loop If you want to serve an entire audience, the loop cable may be run around the edges of the room. However, sometimes the loop is designed to cover only part of the area. It can also be routed over doors and arches without significantly affecting how it works. Counter loop These are specifically designed to provide hearing loop facilities at retail premises, including shops, bank and post office counters, and transport and entertainment ticket booking offices, especially where there is a glass screen between staff and customers. Make sure that the glass is non-reflective so that customers with hearing loss can also lipread the person who is serving them. Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 4

Portable loop Portable loops provide very limited coverage and are designed for one-to-one conversation for people with hearing aids in small, quiet rooms, where the talker and listener are within 1.5 m of each other. Make sure that staff members know how to position the unit so that their speech is clearly picked-up by its microphone and that it is close enough to the hearing aid user. Also make sure that the unit is switched off after use and kept fully charged. A portable loop should not be used to replace a fixed loop in areas such as counters, customer service and information points. Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 5

Where should hearing loops be installed? The answer to this question depends on the service you provide. Ask your installer for advice on the most suitable location and quantity of hearing loops in the premises. Retailers, such as shops, banks, post offices or pharmacies, should consider installing a minimum of one hearing loop for any group of counters. You should install additional hearing loops for busier settings with a larger number of customer-facing points, such as supermarkets or banks. The position of hearing loop should be clearly signposted, and it s important that least one of your looped counters is always open for customer use. You should also consider installing a loop at all reception or information points. Within an office or similar environment, we recommend that you put hearing loops in all reception areas, a quarter of all meeting rooms, and half of all booths or interview rooms. What does the installer need to consider when fitting a hearing loop? Loop systems should be installed by a professional installer who is competent in designing and installing hearing loop systems and/or infrared systems. Their work should conform to the current versions of BS EN 60118-4 standard and BS 7594 code of practice for hearing loops. Technical and structural factors influence how well a hearing loop works. For room loops and counter loops, your installer should fit a temporary loop first as a test. If this works correctly, the installer can then install the permanent loop with confidence. The three potential issues are overspill, interference and metal in buildings. Finding a good hearing loop installer The Institute of Sound and Communication Engineers (ISCE) has a register of members that are professional hearing loop installers. They have either passed (not just attended) an ISCE hearing loop training course, or have evidence of recent successful hearing loop installations, and confirmation of client satisfaction. Some members are participants of the ISCE loop assessment scheme. For more information visit www.isce.org.uk and click on the Hearing loop scheme at the top of the page. Overspill Hearing loops are designed for users close to or within the looped space, but there is nearly always some overspill, as walls, ceilings and floors do not block magnetic fields. This means hearing aid users outside the intended listening space may be able to overhear conversations if their aids are switched to the loop setting. You should think carefully about this if you want to fit more than one hearing loop or want to use the loop for confidential meetings. This is especially important if you provide advice on sensitive personal issues, such as medical or legal consultations, or in court and Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 6

tribunal rooms. If this is a potential problem, low-overspill loop designs could help or you could consider an infrared system instead (see page 8). Interference In some circumstances, a hearing loop may cause interference in other parts of a sound system. This can happen if the loop cable runs close to other audio cables and microphone cables, and certain types of musical instrument pickups that are especially vulnerable to this kind of interference. Carefully routing the cables normally prevents this problem. You should also be aware that a hearing aid user on the loop setting may hear interference from other electrical wiring or systems. This is not a fault with the loop system, but the installer should take care to minimise the risk of this happening and should check if the noise is due to an electrical installation fault, as this could indicate a dangerous situation needing urgent attention. Metal in buildings This can have an unpredictable effect on hearing loop systems. The loop may produce a weaker magnetic signal and more muffled sound than expected if metalwork in the vicinity of the loop is substantial, and the signal strength may vary from place to place within the listening space. A qualified loop installer may be able to predict this and suggest solutions, but installation is likely to involve some trial and error. British Standard Code of Practice Hearing loops should be installed to the current version of British Standard Code of Practice for Audio Frequency Induction Loop Systems BS 7594. Your installer should confirm that the work is to this standard, and this will mean that your hearing loop is designed and installed to professional standards, works properly, and meets regulations. The loop itself should also conform to the current version of BS EN 60118-4. Monitoring You may also want to consider the inclusion of a monitoring facility to show staff and hearing aid users when the hearing loop is in operation, as specified in the current version of BS7594. Use and adjustment If the hearing loop has been set up in accordance with the code, it should generate the correct level of magnetic signal for hearing aid users. You should ask the installer to demonstrate this to you. Once the system has been set up, its controls should be locked to stop unauthorised people from changing them. However, the true test of the system is whether or not it benefits your customers with hearing aids, and it may sometimes be necessary to contact your installer to ask them to readjust the settings following feedback from your customers. Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 7

How do I maintain my hearing loop system? Check the loop regularly, preferably weekly, but how often will depend on your venue. A loop listener can be used with headphones to check the equipment routinely. This could be done at the same time as you test the building s fire alarm system. The checks should be done by a trained person and the results recorded for audit purposes. In addition, the loop should be thoroughly tested by your installer at least every 12 months. The installer should keep a record of maintenance and repairs. Addressing day-to-day problems Hearing aid wearers sometimes experience problems with hearing loop provision in services. We find that if staff have not been trained in how to use the system, the hearing loop can become unplugged, the microphone moved, or the portable loop might go missing or be left uncharged. You should ensure that hearing aid wearers are able to locate your hearing loop at all times by regularly checking that it is correctly signposted. If, during a routine check, you find that your hearing loop isn t working properly, you should contact your hearing loop installer. What is an infrared system? Infrared systems transmit sound as invisible infrared light to wearable receivers. They are fairly easy to install, can provide high-quality sound and are available in stereo versions. You may need one or more infrared transmitters, depending on the size of the venue. Contact an installer for advice about the sort of system that would best meets the needs of your customers. In a venue such as a theatre, your infrared system should ideally be connected to the same audio source as your public address system. Infrared systems should be checked regularly, ideally at the same time as maintenance of the PA system, if possible. Make sure headsets are always charged up, alternative receivers are offered for hearing aid wearers and the volume is loud enough for the user. Many of these problems can be avoided if your infrared system is installed correctly and staff members have received training. Providing infrared receivers You are responsible for buying, providing and maintaining the receivers that allow people with hearing loss to use your system. There are two types of receiver available, and you will need to stock both types to make sure your service is accessible to people with different levels of hearing loss. You will also need to keep the batteries in the receivers fully charged, and ensure that receivers are cleaned after use. Infrared stetoclip headsets, used without hearing aids, should be provided for people with mild to moderate hearing loss. Infrared neckloop receivers should be provided for hearing aid wearers. They will need to select the loop programme on their hearing aid to hear via this receiver. Note: if the Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 8

infrared system has been installed because background magnetic noise prevents the use of a hearing loop system, hearing aid users will still experience the background noise when using infrared neckloop receivers. Using receivers Anyone using a receiver can sit anywhere in the space covered by the transmitters. The infrared light usually reflects off walls and surfaces in and around the coverage area. So sound should be received anywhere in the covered area, but some wall coverings absorb infrared light, meaning that the receivers will only work when they are pointed towards the transmitters. This can be a problem, as users may lose sound if they turn away from the direction of the radiator. Your installer should be able to advise you how to make sure that coverage is adequate in these circumstances. Interference Infrared systems are not usually prone to interference unless the receivers are in direct sunlight. The transmitters do not transmit outside the room they are used in, so several systems can be used at the same time in rooms next to each other. For this reason, they are also suitable for confidential meetings. How much do hearing loop and infrared systems cost? A small loop for a meeting room or counter may cost a few hundred pounds. A professionally installed loop in a big venue can cost several thousand pounds. Infrared systems tend to be more expensive than hearing loops because you need a stock of receivers. How can I help people get the most from the system? Advertise the system to customers and staff Equipment suppliers and installers usually provide signs (for example, see left) that you can place at suitable locations in your building and in your marketing material to show you have a system in place. These signs should be set apart from other signage, so they are clearly visible. It s crucial that hearing aid wearers know that a hearing loop or infrared system is installed and where it is. In the case of a reception area, for example, the sign should be positioned where the hearing loop is effective. In a meeting room, a sign should be placed inside the room with clear signage to show where and how the hearing loop can be switched on. If the whole room or auditorium has a hearing loop fitted, there should be a sign at the entrance too. Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 9

Make sure your staff know how to use the hearing loop Tell your staff what the hearing loop does and how to check that it s working. Check the hearing loop is always turned on during opening hours. Test that the volume of your hearing loop is set correctly. Make sure your hearing loop is regularly inspected. If customers cannot use the system because members of staff have not been trained to use it, then you could be in breach of The Equality Act 2010. See our factsheet The Equality Act 2010 a guide for service users. Microphone technique A better quality signal is produced when someone speaks directly into a microphone. The further the sound has to travel to reach the microphone, the poorer the sound quality, particularly if you have poor room acoustics or background noise. Place the microphone as close as possible to the person speaking, ideally within 30cm (1 foot) but no closer than 15cm (6 inches). If speakers will be sat in different positions or moving around, you will need to carefully choose the correct type and location of microphone. Operating the system You can leave some infrared or induction loop systems on all the time. Others may need to be switched on before use. In venues with lots of microphones, or other audio sources, it is standard practice to use a mixing desk so that the volume level of each microphone and audio source can be adjusted. The output from the mixing desk will be fed to the sound system, and should also be fed to the hearing loop or infrared system, so that people listening through the hearing loop or infrared system hear the same mix and audio quality as those listening through the sound system. Keeping the system running and customer care Make sure that at least one named person is responsible for keeping the system up and running. With an infrared system, designated staff should be responsible for looking after the receivers, making sure they are charged up, and giving them out to users. In major performance venues, it is good practice for users to be able to contact at least one member of staff if there is a problem during performances. All staff who are in contact with customers should know about the system. Both infrared and hearing loops should be serviced regularly. Find out what your customers think of your system Ask your customers to tell you how useful they find your system. A short questionnaire is a good way to get feedback from a large number of people. You could also set up a small panel of people to give more detailed, regular feedback. Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 10

Where can I buy products that may help? We sell a range of equipment for people with hearing loss and tinnitus, including loop systems and loop listeners. Visit our shop to buy products online or you can request a copy of our catalogue by contacting us directly. 1 Haddonbrook Business Centre, Orton Southgate, Peterborough PE2 6YX Telephone 01733 361199 Textphone 01733 238020 Fax 01733 361161 solutions@hearingloss.org.uk www.actiononhearingloss.org.uk/shop How else can I support customers with hearing loss? As well as offering equipment to support your customers, your staff should be aware of how to communicate with someone with hearing loss. You can order our card of communication tips for if you have hearing loss (on one side) or are speaking to someone with hearing loss (on the other side) from our helpline. We also urge you to provide deaf awareness training to all frontline staff contact our Access Solutions team for more details: Telephone 0161 276 2312 Textphone 0161 276 2316 access.solutions@hearingloss.org.uk Our Louder than Words charter is a great way to demonstrate that you provide the best possible service to customers and staff with hearing loss. Telephone 0161 276 2308 Textphone 0161 276 2316 louderthanwords@hearingloss.org.uk Where can I get further information? British Standards Institution (BSI) Produces the British Standard Code of Practice for Audio Frequency Induction Loop Systems, the essential reference for anyone installing or operating an induction loop system in a public place. 389 Chiswick High Road, London W4 4AL. Telephone 020 8996 9001 Fax 020 8996 7001 cservices@bsi-group.com www.bsigroup.co.uk Further information from Action on Hearing Loss Our helpline offers a wide range of information on many aspects of hearing loss. You can contact us for further copies of this factsheet and our full range of factsheets and leaflets see the cover page for contact details. Action on Hearing Loss Information, November 2012 The Royal National Institute for Deaf People. Registered Office: 19-23 Featherstone Street, London EC1Y 8SL. A company limited by guarantee registered in England and Wales No. 454169, Registered Charity Numbers 207720 (England and Wales) and SC038926 (Scotland). Hearing loop and infrared systems for people managing public services, Action on Hearing Loss, November 2012 11