We all have a responsibility to ensure that the information we provide to the public is available in a range of formats which meet the needs of those we are informing. People with physical, sensory and learning disabilities and those who's first language is not English have a right to be informed in a way they can understand for themselves.
This Guide has been produced by the Adult & Community Services Public Information & Communication Team and the Devon Sensory Team, in consultation with Living Options Devon, to help Devon County Council staff to provide information in as many user-friendly formats as possible. We recognise that scarcity of resources means that in most instances special formats will be made available on demand only, but aim to help staff to meet that demand with the minimum of complications.
As a general rule, the Public Information & Communication Team will pay for a special format or translation of an Adult & Community Services public document, such as one of our leaflets. Translations or special formats of documents for individual clients, such as letters or care plans must be paid for by the relevant locality, service or unit.
For further advice and information about special needs formats, please contact:
To find out more about translations and interpretation, please contact Sarah Avery, as above.
People with visual disabilities can often read documents put into large print and literature aimed at them such as Seeing Sense (Ref. 93) is already produced in large print. The Public Information & Communication Team can put documents into large print in a way which matches the Adult & Community Services corporate image, and will do so for our main literature for the public, usually within ten working days. It is, however, possible to produce your own large print version of documents which you can give out virtually on the spot. Here's how:
Technically, large print is any text above size 13.9 point, the RNIB's minimum acceptable size for large print is 14 point and we (and they) recommend using 16 point (if text is set larger than 18 point it actually becomes harder for most visually impaired people to read, due to the way in which words spread out).
For maximum readability text should be set in the upright bold version of a clear typeface such as Arial or Helvetica, ranged left on the page and not indented - with leader dots linking any tabbed or indented text wherever possible. It should also be printed in black on pale yellow (known as 'primrose') paper, with a matt, non-reflective surface (Seeing Sense (Ref.93) is a good example of a large print document).
The text of word-processed documents can easily be 'wiped' and re-set into large print, and the documents then printed out or photocopied onto pale yellow paper. If a document is available on the internet, then the print size can be increased online and a print-out made onto pale yellow paper.
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These days many people with visual disabilities use audio tapes (rather than Braille). The Public Information & Communication Team can produce copies of Adult & Community Services' literature for the public on tape and hold a stock of tapes of our most popular leaflets. This service is free. If you want a copy of another agency's document put onto tape, then the Public Information & Communication Team can arrange this, but you will have to pay. If you want an individual client document (such as a letter or care plan) put onto tape then contact the Sensory Team for advice.
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Although fewer and fewer visually impaired people use Braille, there is still a small demand for documents in this format, but it is a clumsy and expensive media compared to audio tapes. The Public Information & Communication Team use the RNIB to put Adult & Community Services public documents into Braille on demand, usually within ten working days, and will cover the cost. The team can pass on literature from other agencies for putting into Braille, but you will have to cover the cost of this.
For individual client documents, contact the Sensory Team, who will also arrange transcription into Braille through the RNIB - again locality teams should cover the cost of this.
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3.4 Text files on disk and email
An increasing number of people with visual disabilities are now able to use computers to take text files and blow them up to a readable size or listen to them using a speech synthesizer. The Public Information & Communication Team can supply text files of Adult & Community Services public literature, while any document typed on a word processor will have a text file which can be put on disk or emailed to a service user - just make sure you know what file format the user prefers to have documents saved in.
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There are many deaf and hearing-impaired people who's preferred first language is British Sign Language (BSL) or who prefer to communicate in Sign Supported English (SSE). Certain important documents may need to be produced in these formats. The Sensory Team can arrange to put documents onto video tapes produced in BSL or SSE. The Public Information & Communication Team will pay this to be done for Adult & Community Services literature for the public and Localities will have to pay for individual client statements and literature from other agencies.
Please note that while BSL is the preferred and / or first language for many deaf people, video production is so costly it should only be used where the service user really cannot understand the written document in question. Use of videos also presents significant practical difficulties, e.g. how to secure responses from deaf people.
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3.6 Total Communication for people with learning disabilities
Total Communication is a way of enabling people with learning disabilities to understand and express themselves to their full potential. 'Total' means that every form of communication a person is able to use is included as part of the communication process. This includes speech, written word, signs (gestures), symbols (pictures), photographs, objects and body language. Total Communication can aid understanding by giving visual clues to meaning and helps compensate for indistinct speech by giving all 'listeners' additional guides to meaning.
Total Communication has been developed in partnership with Health and Plymouth and Torbay Councils, and one aspect of the project has been to illustrate literature for the public with 'Widgit' symbols. The Public Information & Communication Team can use these symbols to illustrate versions of documents and will cover the cost of producing Adult & Community Services' literature, while you will have to pay for individual client documents and those from other agencies. Please note, however, that Total Communication is not a means of doing a straight translation or illustration of a document but a tool to aid individual communication with a service user by the relevant professional who knows exactly how to use these symbols.
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A textphone is an electronic keyboard onto which you can place an ordinary telephone handset. This enables the user to type messages which are sent over the phone. Textphones are used by people with hearing disabilities and those with speech disorders. At present the Sensory Team have textphones and they are being purchased for all Locality offices.
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Text Direct, formerly known as 'Typetalk' is a free national verbal textphone relay service run by the RNID. It enables an ordinary phone user to call a textphone user through an operator, but is a poor second to using a textphone because there is a delay between the two users and it is obviously not confidential. The Sensory Team have subscribed to this service and are happy for all Devon County Council staff to use their account.
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4.3 Use of fax machines by deaf people
Is it worth noting that many deaf and hearing-impaired people use fax machines to communicate instead of phones.
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4.4 Sign language interpretation
There is a list of British Sign Language (BSL) interpreters (see item 3.5 above) who can enable deaf people to participate in meetings. The cost of an interpreter attending a two hour meeting is around £46, excluding their travelling expenses - costs must be met by the service requiring the interpretation, not the Deaf person.
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Many deaf or hearing-impaired people do not use sign language but instead rely on 'visual English'. This phrase covers a number of activities, including use of note-takers, lip-speakers and Speed Text (Palentype) which projects the written word onto a screen.
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Hearing aid wearers often find listening at meeting or in public places very difficult due to the amplification of environmental sounds, especially where there are a lot of people or 'metallic' noises. Most hearing aids have a 'T' position on the on/off switch, which cuts out the integral microphone, but enables the wearer to hear a speaker through a microphone and loop system.
An induction loop is a wire or cable which encircles the audience area. The cable is fed from a loop amplifier. This, in turn, gets its signal from a microphone placed in front of the person speaking. The resulting electric current in the loop produces an induction signal (magnetic field) corresponding to the speaker's voice. The induction signal is then picked up by anyone with a hearing aid switched to the 'T' position.
A growing number of public buildings are installing loop systems, such as theatres, reception areas, etc. Adult & Community Services offices are required to install induction loops on reception counters and to have portable loops available for staff to take to meetings. Induction loops should, of course, be available at public consultation meetings.
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4.7 Signed Videos - a note of caution
Please note that whilst BSL is the preferred an/or first language of many Deaf people and sign language videos can be commissioned to get message across, careful thought must be given to how you expect the service users to respond to the message on the video.
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4.8 Foreign language translation and interpretation
Social Services subscribes to the Language Line translation and interpretation service. The subscription is centrally funded by the Public Information & Communication Team and there are separate accounts for the Adult & Community Services Localities, the Asylum Seekers Support Team, our Emergency Duty Team, Emergency Boxes and Care Direct.
Language Line offers telephone interpretation, text to speech and text translation services.
Generally, teams or individuals must cover the cost of the service they receive.
To use Language Line, get in touch with your local contact below or use the Easy guide to using Language Line. Otherwise, contact Sarah Avery on 01392 382332, email: sarah.avery@devon.gov.uk
To use Language Line do so through your local contact:
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Please direct feedback on this Guide to:
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