The ADA and City Governments: Common Problems

Issue: 9-1-1 Systems

Common Problem:

City governments do not provide direct and equal access to 9‒1‒1 systems, or similar emergency response systems, for individuals who are deaf or hard of hearing and use TTY’s (TDD’s or text telephones) or computer modems.

Result:

People who are deaf or hard of hearing, or those who have speech impairments, and use TTY’s or computer modems for telephone communication are unable to access emergency services (police, fire and ambulance) that are necessary for health and safety. When direct emergency services are not available, emergency calls for individuals with disabilities are not responded to appropriately, or in a timely manner, and in some instances, not at all.

Requirement:

City governments that provide emergency telephone services must provide direct access to TTY calls. This means that emergency telephone services can directly receive calls from TTY’s and computer modem users without relying on state relay services or third parties. A TTY must be located at each individual operator station. City governments must ensure that emergency operators are trained to use the TTY not only when they recognize the tones of a TTY at the other end of the line, but also when they receive a “silent call.” 28 C.F.R. §§ 35.161, 35.162. (See Access for 9‒1‒1 and Telephone Emergency Services).