Hearing & Speech Impairment Services

I. POLICY:

Whenever Detroit Behavioral Institute (DBI) is unable to provide services to a resident, family member or caller due to a hearing impairment, DBI will utilize TDD/TTY equipment to effectively communicate with the caller.
The goal at DBI is to make services available to all residents, family members and callers and to be as “barrier-free” as possible. DBI will utilize adaptive technologies in order to ensure service availability to those who would otherwise be unable to access services.

II. PURPOSE:

To ensure availability of services to all callers that may have a hearing impairment.

III. APPLICATION:

This policy applies to all DBI Staff as needed.

IV. DEFINITIONS:

Telecommunication Device for the Deaf/Text Telephone (TDD/TTY): is an electronic device for text communication via a telephone line, used when one or more of the parties has hearing or speech difficulties.

V. PROCEDURE:

1. Answering calls via the TDD/TTY machine:
a. When deaf or speech-disabled callers need to contact DBI to access enrollment/eligibility determination information they may dial 1-866-870-8599. This 24-hour/7-day service provides confidential “translation” between the caller utilizing a TDD/TTY machine and a Customer Service Specialist.
b. All TDD/TTY calls shall be recorded in a separate document labeled “TDD/TTY Log”.
c. The Customer Service Specialist(s) shall test the TDD/TTY equipment on a monthly basis to ensure proper functioning. The results of the testing shall be recorded for quality assurance.
i. If and when a malfunction is discovered, an oral and written request for immediate repair shall be submitted to the most available key staff person(s).
ii. The Michigan Relay Service via AT&T at 711 is also available to ensure provision of and continuity of services through DBI.
2. Answering calls via the AT&T Relay System:
a. Calls received from the Michigan Relay Service via AT&T shall be processed as any regular call.
b. An AT&T representative reads the TDD/TTY transmissions to the party using a regular phone, and types responses from that party into a TDD/TTY machine so that the caller can read them.
c. The direct line for the AT&T Telecommunications Relay Center is 711.
d. If a resident or family members calls seeking contact using the Michigan Relay Service the call will be handled as other callers To DBI.
3. Sign Language Services
a. Translation line services may be used in conjunction with SKYPE as needed or requested by the resident or family member to provide video based sign language services. (see policy on Translation Line services for contact information and procedure)

VI. QUALITY ASSURANCE:

The Detroit Behavioral Institute – Capstone Academy Quality Improvement Committee shall monitor adherence to the policy and procedures as one element of its overall quality assurance processes. The Detroit Behavioral Institute – Capstone Academy Policy and Procedure Manual is reviewed annually by the Detroit Behavioral Institute – Capstone Academy Quality Improvement Committee and is approved annually by the Board of Managers.

VII. COMPLIANCE WITH ALL APPLICABLE LAWS:

The Detroit Behavioral Institute – Capstone Academy is bound by all applicable federal, state and county laws, standards, provisions, rules, regulations, policies, and guidelines. These laws, standards, provisions, rules, regulations, policies, and guidelines include but not limited to all applicable Council On Accreditation (COA) Standards, State of Michigan Department of Human Service Bureau of Children & Adult Licensing Provisions, Juvenile Justice Service Standards and all United States Federal Regulations.

VIII. REFERENCES:

Title VI of Civil Rights Act of 1964, Section 504 of Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Regulations of the US Department of Health and Human services issued pursuant to the Acts, Title 45 Code of Federal Regulations part 80,84, and 91.

IX. EXHIBITS:

TDD/TTY User Guide