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Department Responsibilities

For Compliance with the following policy and laws:

The spirit of the ADA is to provide equal access to individuals with disabilities. For example, if you provide a service that allows forms to be filled in on the internet 24/7, then that same process must be equally accessed by all – just as easily, and ideally in the exact same manner (accessible form). The laws also provide for reasonable accommodation or equal facilitation.

For example, it may be reasonable to not make a very large complex document (EIR) 100% accessible, but you can agree to provide a staff person to assist with interpretation, or to produce segments in an alternate format. A good faith interaction with the individual requesting the accommodation should include soliciting their ideas on what can be provided.

Reduce your Exposure

Top 3 Things You Can Do

  1. Focus on customer service and what accommodations clients need to access your services, identify the road blocks and plan to mitigate. Are your most popular services in your most vulnerable facilities?
  2. Ensure your web page is 100% ADA Compliant and that access is part of the design element – your commitment to access is easily identified (there is a prominent tag on the screen that guides the user and directs them to Webmaster and tells them how to request an accommodation.)
  3. Work with CAO & Architect’s Office to prioritize ADA projects (those not triggered by remodel or new capital projects) and keep track of money spent on ADA compliance.

Responsibilities by Key Program Areas


  1. Become familiar with the ADA Self-Evaluation and Transition Plan Update (SETP) and compliance issues
  2. Identify access concerns: parking, path of travel, point of service delivery
  3. Scrutinize public areas: Do displays, kiosks, public library provide equal access?
  4. Eliminate routine barriers: Do garbage cans or tables block restroom access?
  5. Inform the Architect´s Office and Human Resources of access complaints

Programs and Services

  1. Train staff on customer service expectations and disability etiquette
  2. Provide training on resources (TTY, CA Relay) in resolving access complaints — see Telephone Services for the Deaf or Hearing Impaired
  3. Review program delivery with staff – can we reduce our potential exposure by delivering services at a different location or in a different way

Web Services

  1. Provide equal access to information and services - Internet implies 24/7 service delivery
  2. Manage web content: assess inventory & posting guidelines (does it need to be there?)
  3. Train the Document Creator – compliance fixes are easiest at document origination - develop ADA compliant templates for basic documents, use accessibility checks recommended by ISD when finalizing documents and publishing PDFs
  4. Use ISD resources: Web page tutorials and videos; Web Advisory Committee and Technical Advisory Committee and the many resources available on Web Standards and Guidelines
  5. Monitor contracted services to ensure compliance goals are met and contractor is responsible for making document accessible or remediation work

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