ADA Best Practices Tool Kit for State and Local Governments

D. Beyond TTYs: Providing 9-1-1 and Emergency Services Via New Communication Technologies

Some people who have hearing disabilities do not have access to TTYs. This is becoming more and more the case as people who are deaf, just like people in general, communicate using the internet and other relatively new technologies. Because of these advances in communication technology, some deaf people and people with speech disabilities no longer have TTYs in their homes and rely instead on instant messaging, text messaging, email, or the video communication features of computers.

State and local governments are responsible under Title II of the ADA for providing effective communication and equal access to 9-1-1 and other emergency services.⁵ To achieve effective communication, access to 9-1-1 services should be made available, when feasible, to people with hearing and speech disabilities who use communication technologies other than standard telephones or TTYs, such as personal digital assistants (PDAs) or other wireless technologies.

Stay informed about emerging communication technologies as well as the technical abilities of telecommunications equipment and service providers. Meet with members of your community who are deaf, hard-of-hearing, or who have speech disabilities to learn what technologies are available in their homes and elsewhere when emergency assistance is needed. Find out about strategies that other emergency communications services are using to provide effective communications to people with hearing and speech disabilities who do not have TTYs. Train PSAP personnel frequently (at least every six months) and update the training as necessary. Finally, use the checklist included in this chapter to determine if your emergency communications service is providing effective communication as required by Title II of the ADA.