Serving Customers with Hearing Loss

General Guidelines

*American Sign Language (ASL) is an entirely different language from English, with a syntax all its own. Speech reading (lip reading) is difficult for people who are Deaf if their first language is ASL because the majority of sounds in English are formed inside the mouth, and it’s hard to speech read a second language.

*People who are hard of hearing , however, communicate in English. They use some hearing but may rely on amplification and/or seeing the speaker’s lips to communicate effectively.

Specific Tips

• Before speaking to a person who is Deaf or hard of hearing, make sure that you get their attention. Depending on the situation, you can wave your hand, stomp your foot, tap them on the shoulder or flicker the lights.
• When talking, face the person. Speak clearly. Avoid chewing gum, smoking, or obscuring your mouth with your hand while speaking.
• There is no need to shout at a person who is Deaf or hard of hearing.
• Follow the person’s cues to find out if she prefers sign language, gesturing, writing or speaking.
• If you have trouble understanding the speech of a person who is Deaf or hard of hearing, let them know. Rephrase, rather than repeat, sentences that the person doesn’t understand.
• When the exchange of information is complex, like job interviews or doctor’s visits, the most effective way to communicate with a person who is deaf is through a qualified sign-language interpreter. For simple interactions, writing back and forth is usually okay.

 Resources:

ADA Technical Assistance: (866) 790-8686 or visit their website at www.dbtacnorthwest.org

Oregon Relay Service: (800) 735-1232

Free relay services

Federally funded

Hands-On Video Relay Services

www.hovrs.com

State funded

www.Sprintip.com

both programs provide a variety of free relay services including by phone, Internet and video. Check out their websites for more details.

Oregon's Deaf and Hard of Hearing Services

State agency that assists public and private service providers to serve customers with hearing loss or deafness.

Public Utilities Commission

Oregon Telephone Access Program, Oregon Telecommunication Devices Access Program, Oregon CapTel and Oregon Telecommunication Relay Ssystem for speech or hearing difficulties

National Association of the Deaf

Advocacy and support group

For more resources visit www.chemeketa.edu/wso/deaf.html.

Updated September, 2009 by Cassy Polen, Disability Program Navigator.