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ADA Resource List for the City of Fresno

Americans with Disabilities Act (ADA)

Resource List for the City of Fresno
Last revised: August 5, 2011

I. Introduction
II. How can I be welcoming and respectful to people with disabilities?
     Disability Etiquette
     Interacting with People with Disabilities
     Using Words with Dignity
III. Does my department have to change its policy or programs to accommodate people with disabilities?
IV. What resources can I use to communicate effectively with people with disabilities?
     A. Oral/Aural Communication
          1. Qualified Interpreters.
          2. Qualified Note Takers
          3. Assistive Listening Systems
          4. Computer Aided Real Time Captioning (CART)
          5. Text Telephones (TTY) or Telecommunications Devices for the Deaf (TTD)
          6. California Relay Service
          7. Videophone Relay Services
     B. Written Communication
          1. Braille
          2. Large Print
          3. Audiotape
          4. Simplified Documents
V. What are the things I should consider when planning a meeting?
VI. What if a member of the public wants to file a grievance?
VII. Where can I find more information?
     Local Agencies Serving People with Disabilities
     Other Informational Sources

I. Introduction

This resource list is intended to help the City of Fresno (COF) provide excellent customer service to people with disabilities. 2005 Census' figures estimated that 16% (120,515) of the urban population of Fresno over the age of five had a disability, and 50% (35,287) of seniors over age 65 in our community are disabled. This list includes information to help you meet, communicate and serve people with disabilities in the course of your work with the COF.

The COF is subject to Title II of the Americans with Disabilities Act of 1990 as a "public entity," and must not discriminate against qualified individuals with disabilities on the basis of disability in its services, programs, or activities. If you want to learn more about the City's obligations under Title II of the Americans with Disabilities Act you can contact, Shannon M. Simonelli, ADA Coordinator, at 621-8716 or You can also visit the US Department of Justice's ADA information site:

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II. How can I be welcoming and respectful to people with disabilities?

Disability Etiquette

You don't have to feel awkward when dealing with a person who has a disability. This page provides some basic tips for you to follow. And if you are ever unsure about what to do or say with a person who has a disability, just ask!

Be Yourself
As in any new situation, everyone will feel more comfortable if you relax.

Meeting Someone
People who use wheelchairs may have a variety of disabilities. Some have use of their arms and some do not. When you meet someone, extend your hand to shake if that is what you normally do. A person who cannot shake hands will let you know. He or she will appreciate being treated in a normal way. If you are meeting a blind person, identify yourself. If you have met before, remind him of the context; he won't have the visual clues to jog his memory.

Do not automatically give assistance; ask first if the person wants help. Follow the person's cues, and ask if you are not sure. Be the assistant, not the director; let a blind person hold you arm and follow you. And don't be offended if someone refuses your offer of assistance. It's his or her choice to be as independent as they can be. Talk directly to the person, not to an aide, friend, or interpreter. If the person has a speech impairment, listen carefully and patiently. Ask him to repeat if you don't understand. If the person doesn't understand you when you speak, try again. Don't let him think your communication with him is not worthwhile to you. If the person is deaf or hard of hearing, follow his or her lead; use gestures or write. If the person uses a wheelchair, sit and converse at his level.

Do not leave a person with a disability out of a conversation or activity because you feel uncomfortable or fear that he/she will feel uncomfortable. Include him or her as you would anyone else. He or she knows what they can do and want to do; let it be their decision whether or not to participate.

Treat the person as an individual. Don't assume that the person's disability is all he can talk about or is interested in. Find a topic of small talk, the way you would with anyone. Don't treat the person as a disability.

Be sensitive about the setting. A noisy or dark environment, or people talking simultaneously, might make it difficult for people with a vision, speech, or hearing disability to participate in a conversation. Be aware of clear paths of travel for people who use wheelchairs or are blind. Describe going-on and surroundings (especially obstacles) to blind person. A person with chemical sensitivity may have a reaction to smoke, perfume, cleaning products, or other forms of toxins in the environment.

Do not pet guide dogs, and do not touch a person with a disability unless there is a good reason (such as shaking hands in greeting or if the person has requested assistance). However, you may gently touch a deaf person to get his attention. Never push a person's wheelchair without his or her permission. Please do not recoil if you meet a person with AIDS; shake his hand as you would anyone. You can't get AIDS by touching. And your acceptance means a lot.

Hidden Disabilities
Not all disabilities are apparent. A person may have trouble following a conversation, may not respond when you call or wave, may make a request that seems strange to you, or may say or do something that seems inappropriate. The person may have a hidden disability, such as low vision, a hearing or learning disability, traumatic brain injury, mental retardation, or mental illness. Don't make assumptions about the person or his or her disability. Be open-minded.

Learning More
Lack of knowledge or misinformation may lead you to shy away from interacting with persons with certain disabilities. Preconceptions about mental illness, AIDS, cerebral palsy, Tourettes Syndrome and other disabilities often lead to a lack of acceptance by those around the person. Remember that we are all complex human beings; a disability is just one aspect of a person. Learning more about the disability may alleviate your fears and pave the way for you to see the person for whom he or she is.

Disability Etiquette Copyright 1993 Judy Cohen, Executive Director
ACCESS RESOURCES, 351 West 24th Street, Suite 9F New York, NY 10011-1517
(212) 741-3758 (Voice/TTY)
Reproduced with Permission

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Interacting with People with Disabilities

Overall attitude and approach to persons with disabilities
As you meet people with various physical disabilities, you will likely find that you are apprehensive about how you should behave towards that individual. Every person is different and some will find it easy to work with such individuals, whereas others will find it difficult adjusting to working with people with physical disabilities. Always remember that a person with a disability is a person. He or she is like anyone else, except for the special limitations of their disability.

The most important thing is to be honest
If you do not understand someone because they have difficulty with their speech, or they use some form of communication aid, please do not assume that they do not understand. If you have difficulty understanding them, then admit it, and try to get someone to translate for you. People in such situations will not get upset if you are honest, and in time, you will learn to understand what they are saying to you.

How to help

  • Introduce yourself and offer assistance if it seems appropriate.
  • Don't be offended if your help is not needed.
  • Ask how you can help and listen for instructions.
  • Be courteous, but NOT condescending.
  • Assist disabled persons when necessary or requested, but do not discourage their active participation.
  • Allow a person to do what he or she wants to do for him or herself.
  • Things to remember

Treat people as you would like to be treated yourself.

  • People with disabilities are NOT alike and have a wide variety of skills and personalities. We are all individuals.
  • Most disabled people are not sick, incompetent, dependent, unintelligent or contagious.
  • The wheelchair is part of the user's personal space. It is not a leaning post.

When you meet a person who does not use speech

  • Some people prefer to write their communications down on paper, some use sign-language and some use a sign board. These methods can be slow and require patience and concentration. You may have to handle much of the conversation yourself
  • Try to keep in mind that communication is the important thing
  • You might try using more yes/no questions
  • If possible, fill in the gaps when you can so the non-vocal person will need to expend less energy getting the message across

Suggestions for communicating with people using communication aides

  • Expect non-verbal people to communicate
  • Ask the person to show how they indicate "yes". Once you have noted this, ask them how they indicate "no".
  • Find out if they:
  • feel like talking to you, and
  • have the time to talk with you
  • If there are instructions visible for communicating with this person, take a moment to read them
  • Make sure the person's communication system is within their reach
  • Find out how the person "points" (with their finger, eyes, fist, etc.)
  • Ask one question at a time
  • Ask open-ended, rather than yes/no questions, whenever appropriate
  • Wait for a response

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Using Words with Dignity

Basic Guidelines: Make reference to the person first, then the disability, i.e., "a person with a disability" rather than a "disabled person." However, the latter is acceptable in the interest of conserving print space or saving announcing time. Use an adjective as a description, not a category or priority, i.e., "the architect in the wheelchair" rather than "the wheelchair architect."


The following words have strong negative connotations:

Do Not Use:
The following words are more affirmative and reflect a more positive attitude:

Words with Dignity:
  • handicap
  • the handicapped
  • crippled with
  • victim
  • spastic
  • patient (except in hospital)
  • invalid
  • paralytic
  • stricken with
  • physically disabled
  • person with a disability
  • person who has multiple sclerosis
  • person who has muscular dystrophy
  • paraplegic (person with limited or no use of lower limbs)
  • quadriplegic (person with limited or no use of all four limbs)
  •  person who has cerebral palsy
  • person who had polio
  • person with an intellectual disability
  • person who is blind
  • person who has a speech impairment
  • person with a learning disability
  • birth defect
  • inflicted
  • afflicted/afflicted by
  • deformed/deformed by
  • incapacitated
  • poor
  • unfortunate
  • caused by "_____"
  • disabled since birth
  • born with "_____"
  • deaf and dumb
  • deaf mute
  • deaf person
  • pre-lingually (deaf at birth) deaf
  • post-lingually (deaf after birth) deaf
  • deaf/profoundly deaf (no hearing capability)
  • hard of hearing (some ability to hear)
  • confined to a wheelchair
  • restricted to a wheelchair
  • wheelchair bound
  • person in a wheelchair
  • person who uses a wheelchair
  • person who walks with crutches

“Words with Dignity” distributed by: Commission of Persons with Disabilities, A Division of the Department of Human Rights, Capitol Complex, Des Moines IA 50319

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III. Does my department have to change its policy or programs to accommodate people with disabilities?

The City of Fresno will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its programs, services, and activities. For example, individuals with service animals are welcomed in the City's offices, even where pets are generally prohibited.

The City does not have to make any modifications that would change the nature of the program, or be an undue administrative or financial burden.

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IV. What resources can I use to communicate effectively with people with disabilities?

There are many resources to help you communicate effectively with people with disabilities. Sometimes these resources are called “auxiliary aids and services." Title II of the ADA requires government entities to make appropriate auxiliary aids and services available to ensure effective communication. You also must make information about the location of accessible services, activities, and facilities available in a format that is accessible to people who are deaf or hard of hearing and those who are blind or have low vision.

Generally, the requirement to provide an auxiliary aid or service is triggered when a person with a disability requests it. The City must give primary consideration to the type of aid or service requested. Every disability is unique. The best way to determine which aid or service is appropriate an individual is to ask him or her.

Speaking, listening, reading, and writing are all common ways of communicating. When these communications involve a person with a disability, an auxiliary aid or service may be required for communication to be effective. The type of aid or service necessary depends on the length and complexity of the communication as well as the format.

  • For brief or simple face-to-face exchanges, very basic aids are usually appropriate. For example, exchanging written notes may be effective when a deaf person asks for a copy of a form at a service desk.
  • For more complex or lengthy exchanges, more advanced aids and services are required. Consider how important the communication is, how many people are involved, the length of the communication anticipated, and the context.

Examples of instances where more advanced aids and services are necessary include meetings, hearings, interviews, training and counseling sessions, and court proceedings. In these types of situations where someone involved has a disability that affects communication, auxiliary aids and services such as qualified interpreters, computer-aided real-time transcription (CART), open and closed captioning, video relay, assistive listening devices, and computer terminals may be required. Written transcripts also may be appropriate in pre-scripted situations such as speeches.

Below is a list of some resources to help City departments can better communicate and serve people with disabilities. It is a living document. Inclusion in this resource list does not constitute endorsement by the City of Fresno, nor does omission imply non-endorsement. Our goal is to provide you with information on some key resources available. Please let the ADA Coordinator’s Office know if you’re aware of a useful resource missing from this list, or need help in finding other services.

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A. Oral/Aural Communication

1. Qualified Interpreters.

There is currently a shortage of qualified sign language interpreters, so it is best of you schedule your interpreter as soon as possible. One local resource for interpreting services, including American Sign Language, oral interpreters and cued speech is the Deaf and Hard of Hearing Service Center. Below you will find their policies for requesting interpreters and fees as of April 2007.

Interpreting Services of Central California
5340 N. Fresno Street
Fresno, CA 93710
Main Office: (559) 225-3323 Voice (559) 225-0415 TTY
Interpreting Services of Central California (ISCC): (559) 225-3382 (V)
(559) 334-5001 (TTY)
Fax: (559) 221-8224 Email:
After Hours Emergency: 559-375-0902

Requests for interpreting services should be directed to Interpreting Services of Central California one to two weeks prior to the assignment, if possible. Please be prepared to provide the following information.

  • Time, date, and location of the assignment
  • Names of the persons involved both deaf and hearing
  • Name and phone number of a contact person
  • Nature of the assignment (legal, medical, interview, etc.)
  • Name and address of the agency/person responsible for payment
  • PO#, Medical Record #, Cost Center #, or other contract information

For assignments lasting two hours or more, two interpreters may be scheduled depending on the situation.

“NO-SHOWs” (appointment changed or cancelled or consumer does not ‘show up’) are billed as completed assignments unless DHHSC is notified of cancellation/changes 24 hours in advance regardless of who is responsible for payment.

Pursuant to the Americans with Disabilities Act (ADA) of 1990, all public and private agencies are responsible for the providing effective communication, which includes interpreting services, in order to ensure equal participation for their clients. It is the responsibility of the public or private agency and the consumer/s involved to arrange for payment of interpreting services prior to the assignment date. Billing information should be provided at the time request is made to the interpreter coordinator.

Billing and payment may be managed through the mail. Invoices will be mailed on a regular basis and are due and payable on the date received. Please include the invoice number with your payment.

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2. Qualified Note Takers

Individuals with a variety of disabilities may need someone to take notes for them in order to have access to information disseminated orally. You may wish to have one of your administrative staff members take notes, as long as s/he has the requisite understanding and skills to take effective notes (e.g. if you are using technical language, the note taker must be qualified to understand and record that content).

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3. Assistive Listening Systems

Three COF facilities have assistive listening systems that could assist participants in meetings or trainings better hear the presentations.

City Hall Room 4017 This is the largest conference room in City Hall. It seats 50 people and has an “induction loop” that can be set up in advance to help people with hearing loss counter the effects of background noise. Hearing aide users who have “T” or telephone coils can switch them on and receive signals directly to their hearing aide. Those without “T” coil equipped hearing aides can use a receiver. The induction loop and accompanying microphones must be set up in advance with the Communications Department.

City Council Chambers The City Council Chambers have an FM assistive listening system. FM Systems work like a miniature radio station. The transmitter has a microphone and sends FM waves to a receiver. The public address system must be on for the system to work. The FM receivers are available in the City Clerk’s office.

Saroyan Theater The Saroyan Theater has an infrared system. This system uses invisible beams of light (this is the same technology used by your remote control). Infrared light waves are transmitted by an array of LED’s (light emitting diodes) that are located on a panel. The receivers have a detector that senses the infrared light and converts the signal to sound. The receivers are available from ushers at events.

In addition, the ADA Coordinator’s Office has a portable FM Assistive Listening system. This system can be requested for use in City activities, including small meetings. For more information about this, please contact the ADA Coordinator’s Office at 621-8716 or 621-8656.

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4. Computer Aided Real Time Captioning (CART)

Many people who are deaf or hard of hearing are not trained in either sign language or lip reading. CART is a service in which an operator types what is said into a computer that displays the typed words on a screen. Usually the operator is a court reporter. Below is one vendor we have identified that provides this service. Please contact them directly for price quotes.

Esquire Solutions
155 East Shaw Avenue, Suite 201, Fresno, California 93710
Phone 559.222.9922 / Fax 559.222.7922

For additional providers outside the area, contact the ADA Coordinator's Office

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5. Text Telephones (TTY) or Telecommunications Devices for the Deaf

TTY machines are devices used by deaf or hard of hearing individuals to communicate over the telephone by typing messages. The City of Fresno has three TTY machines. They are located in the ADA Coordinator’s Office, the FAX office at the Manchester Transit Center and the Fresno Police Department headquarters. Because of the prevalence of email and relay services, TTYs are being used less often. If you receive a large number of calls from people with disabilities, or need to communicate quickly or in emergency situations, you may need to obtain a TTY. If your department requires a TTY machine, a 10C request must be submitted to Communications Services to have the TTY line installed and a request for a TTY machine must be submitted to Purchasing.

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6. California Relay Service

California Relay Service (CRS) provides specially-trained operators to relay telephone conversations back and forth between people who are deaf, hard of hearing, or speech-disabled and all those they wish to communicate with by telephone. Both TTY and voice callers may make and/or receive calls through CRS. CRS callers can communicate in the following languages:

  • English to English
  • Spanish to Spanish
  • American Sign Language (ASL) to English

A TTY is a small telecommunications device with a keyboard for typing and a screen for reading conversations. A TTY is often used by people who are deaf, hard of hearing, or speech-disabled.

To make TTY call:

Dial 711 to reach a voice relay operator.

Give the relay operator the area code and TTY number you wish to call. If you are calling long distance, specify that you want your long distance billed through AT&T.

The operator will voice what the TTY user says to you and type to the other party what you say. The conversation can go back and forth as long as you wish. You will need to talk slower than usual because everything you say is being typed. There are no charges for using the relay service. Usual charges for long distance calls will apply.

VOICE CARRY OVER Relay (VCO) is for people who are deaf or hard of hearing but who wish to speak through the telephone receiver directly to and be heard by the other party. The relay operator types what is said by the other party and the VCO user reads it on his or her TTY. The conversation continues back and forth this way until both parties conclude the call.

For calls to a VCO user dial 711
Ask the Relay Operator for VCO Relay.
Give the Relay Operator the area code and phone number you wish to call.

HEARING CARRY OVER Relay (HCO) is for people who can hear but who have difficulty speaking clearly but wish to hear the other party directly. The HCO user types on a TTY what he or she wishes to say and this is spoken by the relay operator to the other party. The conversation continues back and forth this way until both parties conclude the call.

For calls to an HCO-user dial 711
Ask the Relay Operator for an HCO call.
Give the area code and phone number you wish to call.

SPEECH TO SPEECH RELAY service makes it possible for people who can hear but who have a speech disability to carry on a telephone conversation with anyone they might wish to communicate. Some STS users communicate with a voice synthesizer or voice enhancer device. As needed, a specially trained STS Relay Operator re-voices what is being said by the STS user. The STS user hears the other party's voice directly. The conversation continues back and forth this way until both parties conclude the call. No special telephone equipment is required.

For Speech to Speech Relay Service dial 711
Give the Relay Operator the area code and phone number you wish to call.
Either party can tell the Relay Operator how active to be in re-voicing.

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7. Videophone Relay Services

Video Relay Service (VRS), like the telecommunications relay services, allows persons who are deaf or hard-of-hearing to communicate through the telephone system with hearing persons. The Video Relay Service caller, using a television or a computer with a video camera device and a broadband (high speed) Internet connection, contacts a VRS Communications Assistant (CA), who is a qualified sign language interpreter. They communicate with each other in sign language through a video link. The VRS interpreter then places a telephone call to the party the VRS user wishes to call. The interpreter relays the conversation back and forth between the parties -- in sign language with the VRS user, and by voice with the called party. No typing or text is involved. A voice telephone user can also initiate a VRS call by calling a VRS center, usually through a toll-free number. VRS is free to the caller. Video Relay Service providers are compensated for their costs from the Interstate Telecommunication Relay Service Fund, which the Federal Communications Commission (FCC) oversees.

Benefits of Video Relay Service

  • Video Relay Service allows those persons whose primary language is American Sign Language (ASL) to communicate in ASL, instead of having to type what they want to say.
  • Because consumers using Video Relay Service communicate in sign language, they are able to more fully express themselves through facial expressions and body language, which cannot be expressed in text.
  • A Video Relay Service call flows back and forth just like a telephone conversation between two hearing persons. For example, the parties can interrupt each other, which they cannot do with a California Relay Service call using a teletypewriter (TTY) (where the parties have to take turns communicating with the communications assistant).
  • Because the conversation flows more naturally back and forth between the parties, the conversation can take place much more quickly than with text-based relay services. As a result, the same conversation is much shorter through Video Relay Service than it would be through other forms of text-based telecommunications relay services.
  • Video Relay Service calls may be made between ASL users and hearing persons speaking either English or Spanish.

If you need to make a VRS call, you can use one of the following vendors:

Hands On Video Relay Service
Hearing callers: 877-467-4877 English or 877-467-4875 Español

Sorenson Video Relay
Using a standard telephone, simply call the toll free number 1-866-FAST-VRS or 1-866-327-8877. Have the contact information of the deaf or hard-of-hearing individual (i.e. name, videophone number or IP address) ready. You must remain on hold until the call is answered by the next available interpreter.

Sprint VRS Directions

For Hearing Callers: 877-709-5776

Step 1 - After you select the language, select one of the menu options:

  • Press one for English
  • Press two for Spanish

Step 2 - After you select the language, select one of the menu options:

  • Press one if you know the 10-digit number of the person you are calling
  • Press two for an explanation of how to use the service

Step 3 - Give the Video Interpreter (VI) one of the following for the person you are calling:

  • IP address
  • ISDN Number
  • 10-digit number

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B. Written Communication

1. Braille

The largest and main resource for transcribing documents to Braille in California is the Braille Institute located in Los Angeles. The following is their contact information and the process to follow when requesting transcription:

The Braille Institute Universal Media Services
Telephone: 323 906-3148,
Fax (323) 663-2332;

E-mail an electronic file (preferably a word.doc) of the document to be transcribed to Carol Jimenez, the Transcribing Coordinator, at the e-mail address above.
Include a contact person, telephone number and mailing address from your department.

Include a deadline date upon which you need the transcribed material returned. (Note: the turn-around time depends on the length of the job and work schedule at the time. (They can rush documents upon request.)

Include the number of transcribed copies of the document needed.

The Braille Institute will contact you with a quote on the cost of the transcribing job and approximate turnaround time.

Other Braille venders include:

Lighthouse for the Blind and Visually Impaired
214 Van Ness Avenue
San Francisco, CA 94102
Access to Information (AI)

Valley Center for the Blind
2491 W. Shaw Ave Suite 124
Fresno, CA 93711
Telephone: (559) 222-4447
Fax: (559) 222-4844

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2. Large Print

The standard font size for large print is 14 point. The best fonts to use for large print are Arial and Tahoma. Documents requested in large print can be reformatted using 14-point font. Occasionally a low-vision person may request a font size of 16 or larger. Central Printing can enlarge documents if, for whatever reason, your department cannot accommodate this request internally; however, enlarged documents should not be on paper any larger than ledger size.

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3. Audiotape

There are two options if a request is made for a document to be transferred onto audiotape. The first option is to have a qualified staff member (one who speaks slowly and possesses clear diction) record the document on a quality tape recorder. This is the simplest and least expensive method for accommodating this request.

If your department does not have the means to record the audiotape, or if the recording has been requested on a CD, Maximus Media Inc., a local recording studio, will provide the service.

Maximus Media Inc.
2727 N Grove Industrial Drive
Fresno, CA 93727
Attention: Jeff Hall


Studio time is $100 per hour, charged in quarter hour increments, with a half hour minimum. Voice Talent cost is negotiated for each job.

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4. Simplified Documents

Persons with cognitive impairments or learning disabilities may request documents in simplified language.

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V. What are the things I should consider when planning a meeting?

Public meetings must be accessible to people with disabilities. All conference rooms located within City Hall are accessible and can be reserved through GroupWise. As noted above, room 4017 and the City Council Chambers have assistive listening systems that can be made available upon request. The assistive listening system in room 4017 and accompanying microphones must be set up in advance with the Communications Department.

If a department located outside of City Hall is holding a meeting that is open to the public, the meeting space should be evaluated for the following standards of accessibility:

  • Accessible parking located on-site
  • Facility located along a transit route
  • Clear path of travel (accessible from the sidewalk and the nearest transit route)
  • Accessible/unobstructed entranceway
  • Accessible restroom facility
  • Accessible drinking fountain

Each department located outside of City Hall should develop and maintain a list of accessible meeting spaces.

All public notices announcing meetings and events need to identify a department or person designated to respond to requests for accommodation, along with the telephone number to call. The notices must also include information on the accessibility of the meeting location and the availability of auxiliary aids and services. An example of a public notice is provided below:

[Site] is accessible to persons using wheelchairs and others with disabilities. Materials in large print, other alternative formats, qualified sign language interpreters and other accommodations will be made available upon request. Please contact [Name, Phone, Email]. Providing five days advanced notice will help to help ensure availability.

In order to assist the City’s efforts to accommodate persons with severe allergies, environmental illness, multiple chemical sensitivity or related disabilities, attendees at public meetings are reminded that other attendees may be sensitive to various chemical based scented products. Please help the City to accommodate these individuals.

There are symbols that can help you advertise your available alternative formats. You are encouraged to place these symbols next to the relevant information in your publications such as program brochures, application forms, event flyers, public meeting or hearing notices, etc. for which you have large print or Braille versions available. Symbols should be 18 point+.

Here are symbols that show the availability of materials in alternative formats:

Large print version available Brailled version available

[Positive and negative tiff files of this and other disability access symbols are available for copying or downloading at ]

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VI. What if a member of the public wants to file a grievance?

Grievances should be directed to the ADA Coordinator’s office. The following grievance procedure is current as of October 21, 2013.

This Grievance Procedure is established to meet the requirements of the Americans with Disabilities Act of 1990. It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, programs, or benefits by the City of Fresno. The City of Fresno’s Personnel Policy governs employment-related complaints of disability discrimination.

The complaint should be in writing and contain information about the alleged discrimination such as name, address, phone number of complainant and location, date, and description of the problem. Alternative means of filing complaints, such as personal interviews or a tape recording of the complaint, will be made available for persons with disabilities upon request.

The complaint should be submitted by the grievant and/or his/her designee as soon as possible but no later than sixty (60) calendar days after the alleged violation to:

Shannon M. Simonelli
ADA Coordinator
Department of Public Works
2600 Fresno Street 4th Floor
Fresno, California 93721
Phone: 559- 621-8716
Fax: 559-488-1045

Within fifteen (15) calendar days after receipt of the complaint, the ADA Coordinator or his/her designee will meet with the complainant to discuss the complaint and the possible resolutions. Within fifteen (15) calendar days of the meeting, the ADA Coordinator or his/her designee will respond in writing, and where appropriate, in format accessible to the complainant, such as large print, Braille, or audio tape. The response will explain the position of the City of Fresno and offer options for substantive resolution of the complaint.

If the response by the ADA Coordinator or his/her designee does not satisfactorily resolve the issue, the complainant and/or his/her designee may appeal the decision within fifteen (15) calendar days after receipt of the response to the City Manager or his/her designee.

Bruce Rudd
City Manager
Fresno City Hall
2600 Fresno Street Second Floor
Fresno, CA 93721
Phone: 559-621-7770
Fax: 559-621-7776

Within fifteen (15) calendar days after receipt of the appeal, the City Manager or his/her designee will meet with the complainant to discuss the complaint and possible resolutions. Within fifteen (15) calendar days after the meeting, the City Manager or his/her designee will respond in writing, and, where appropriate, in a format accessible to the complainant, with a final resolution of the complaint.

All written complaints received by the ADA Coordinator or his/her designee, appeals to the City Manager or his/her designee, and responses from these two offices will be retained by the City of Fresno for at least (3) years.

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VII. Where can I find more information?

If you have a question about the COF responsibilities under Title II of the ADA, please contact the City ADA Coordinator:

Shannon M. Simonelli, ADA Coordinator
Fresno City Hall
2600 Fresno Street Second Floor
Fresno, CA 93721-3600
559-621-8716 telephone
559-448-1045 fax

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Local Agencies Serving People with Disabilities:

City of Fresno, Disability Advisory Commission
c/o Office of the ADA Coordinator
Department of Public Works, Room 4011
2600 Fresno Street
Fresno, California 93721
(559) 621-8716 phone
(559) 448-1045 fax
(559) 621-8721 TTY

Resources for Independence, Central Valley
(Formerly Center for Independent Living - Fresno)
Executive Director, Bob Hand
3008 N. Fresno St.
Fresno, CA 93703
(559) 221-2330
(Fax) 221-2340

Executive Director, Robert Riddick
4615 N. Marty Avenue
Fresno, CA 93722
(559) 276-4300
(Fax) 276-4360

Michele May
Public Works and Planning
County of Fresno
2220 Tulare Street, 6th Floor
Fresno, CA 93721
(559) 262-4371

Interpreting Services of Central California
5340 N. Fresno Street
Fresno, CA 93710
Main Office: (559) 225-3323 Voice (559) 225-0415 TTY
Interpreting Services of Central California (ISCC): (559) 225-3382 (V)
(559) 334-5001 (TTY)
Fax: (559) 221-8224 Email:
After Hours Emergency: 559-375-0902

Executive Director, Jean Robinson
3837 N. Clark Street
Fresno, CA 93726
(559) 453-4405
(Fax) 453-5111

2491 W. Shaw Ave Suite 124
Fresno, CA 93711
(559) 222-4447
(Fax) 222-4844

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Other Informational Sources

U.S. Department of Justice
Disability Rights Section
950 Pennsylvania Ave. NW
Washington, DC 20530
(800) 514-0301
(800) 514-0383 TTY
(202) 307-1198 FAX

Pacific ADA Center
555 12th Street, Suite 1030
Oakland, CA 94607-4046
Voice & TTY: 1.800.949.4232
Voice & TTY: 510.285.5600
Fax: 510.285.5614
Toll-Free Technical Assistance Hotline: 1-800-949-4232 (Voice/TTY)

The Federal Access Board
1331 F Street NW, Suite 1000
Washington, DC 20004-1111
(800) 872-2253
(800) 993-2822 TTY
(202) 272-0081 FAX

Division of the State Architect
Universal Design Program
1102 Q Street, Suite 5100
Sacramento, CA 95814 (916) 445-8100 (Voice/TTY)

The Disability Access Section, California Department of Rehabilitation
The Section serves as a centralized resource for providing public information, training, and technical assistance on disability laws to state entities, agencies, and One-Stop service delivery systems serving persons with disabilities and employers.
916-263-8674 Voice
916-263-8672 TTY

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