REQUESTS, GRIEVANCES, AND COMPLAINTS

In order to provide the greatest opportunity to persons with disabilities to have their needs met, several actions may be initiated by persons with disabilities.  By following the established procedures and completing the identified forms, individuals will have specific issues or concerns addressed in a timely manner.

There are three main stages/forms for use by persons with disabilities and are the following:

1.   Request – The Policy for Individuals with Disabilities was established to enable individuals who need a modification or accommodation to a program, service, or activity of the City’s to file a written Request for Accomodation or Barrier Removal with either the ADA Department Liaison with the particular department or with the City’s ADA Title II Coordinator.  In addition to requesting modifications or accommodations, individuals should use the same form to request the removal of a physical barrier.

2.   Grievance – Any individual who faced an accessibility issue with a City of Vacaville program, service, or activity or who is not satisfied with the response given to a request for accommodation may file a written grievance.  The Grievance Form may be submitted to the ADA Departmental Liaison in the department where the situation occurred or to the ADA Title II Coordinator.

3.   Complaint – A formal complaint (Complaint Form) may be filed with the City Manager or designee when satisfaction has not occurred through the Requests or Grievance processes.  For more information, refer to the Grievance and Complaint Procedure. 

ADA AUXILIARY AIDS AND SERVICES

A variety of auxiliary aids and services are available to persons with disabilities.  An individual needing an auxiliary aid and/or service is encouraged to complete a Request for Accommodation form in advance of the expected date needed.  In some cases, such as needed an assistive listening device while attending a performance at the Vacaville Performing Arts Theater, no advance notice is necessary; as such devices are made available to theatergoers. 

For individuals who are blind or visually impaired:

• Audio Recordings – Materials that are available on audio cassette or CD
• Computer Diskettes/CDs – Print material stored on computer diskettes/CDs
• Large Print Materials – Materials using a computer or photocopier to enlarge standard text to a size of 18-point, double-spaced and printed on a high-contrast background
• Transcription Services – Transcription services make information accessible by transcribing printed material into Braille, large print, audiotape and/or computer disk.

For individuals who are deaf or hearing impaired:

• Assistive Listening Devices – Special receivers used with assistive listening systems
• Assistive Listening Systems – Assistive listening systems enhance the sound of a meeting room, auditorium, or theater for people who are hearing impaired.
• Telecommunication Relay Service – Telecommunication relay service enables an individual using a TDD to communicate with someone using a voice telephone.  Operators at the relay service act as a communication bridge between hearing people and people who have hearing or speech impairments.
• Telephone Handset Amplifiers – Amplification devices on telephone handsets
• Transcription Services – Transcription services make information accessible by transcribing printed material into Braille, large print, audiotape and/or computer disk.
• Written Materials – Written transcripts, brochures, booklets, and other similar material can provide effective communication for individuals who are deaf or hard of hearing.

For individuals with cognitive disabilities:

People with cognitive disabilities require the provision of clear information which is easy to understand.  Readers, communication assistants, repetition, pictograms, graphic symbols and other supplements to the meaning of information are helpful accommodations.