ACCESSIBILITY PLAN (CLAS)

ACCESSIBILITY PLAN

CULTURALLY & LINGUISTICALLY
APPROPRIATE SERVICES (CLAS) PLAN

AUXILIARY AIDS PLAN

Updated June 2025

Table of Contents
Section 1: Introduction

● Recovery Oriented Language
● Solicitation of Input by Staff, Clients, and Stakeholders (Person Centered Philosophy)
● Staff Training
● Record Retention
Section 2: Facility Accessibility

● Inpatient & Residential Location
● Outpatient Center Location
● Housing Location 1
● Housing Location 2
● Administrative Offices
Section 3: Access to Care Barriers

● Client Services and Referrals Barriers
● Architectural Barriers
● Environmental Barriers
● Communication Barriers
● Limited English Proficiency – Translators and Interpreters
● Deaf/ Hard of Hearing Barriers

● Visual Disability Barriers
● Community Integration Barriers
● Technology Barriers
● Cultural and Language Barriers
● Gender Barriers
● Transportation Barriers
● Financial Barriers
● Attitudinal Barriers
● Employment Barriers
● Equal Employment Opportunity Barriers
● Affirmative Action Barriers
● All Other Barriers

Section 4: Reasonable Accommodations Auxiliary Aids/ Other Devices Plan

● Status Reports, Action Plans, and Timelines
● Client/ Companion Feedback
Section 5: Accessibility Plan Monitoring
● Monitoring Requirements
● Frequency of Monitoring
● Position Description
● Review of Client Records
● Review of Personnel Files
● Review of Client Feedback
● Grievance Form
● Monthly Summary Reports
● Record Retention
● Notifications
● Inspection of Equipment
● Facility Inspections
● Staff Interviews
● Deficiencies
● Monitoring Tools
Section 6: Ensuring Accessibility Plans

● For Persons Who need Auxiliary Aids
● For Persons Who have Low Vision or Blind (Except those that are Deaf or Hard of
Hearing)
● Translation of Written Materials
● Provision of Interpreters in Timely Manner
● Other Means of Communication
● Identification of Ineffective Auxiliary Aids
● Denial of Auxiliary Aids and Services

SECTION 1 INTRODUCTION
Introduction:
The Accessibility Plan was developed in an effort to unify agency/community mechanisms and methods
into one integrated plan and to describe the processes that are involved for the organization, consumers,
and other stakeholders (i.e., families, referral sources, etc.) when attempting to identify and eliminate
barriers to treatment services. In addition, this plan addresses architectural, environmental, attitudinal,
financial, employment, communication, transportation and other agency “identified” barriers to the
person served. Through the agency’s performance improvement and annual strategic planning
processes/initiatives, the organization’s leadership has a working knowledge of what must be done to
promote an accessible setting. The agency is dedicated to accomplishing this goal, continues to monitor
all aspects of the items set forth in this plan to ensure that it is maintained and that there is action taken
with follow through with those barriers identified. As a direct result of this process, the agency identifies
key goals and objectives to monitor. These goals and objectives are reviewed by leadership,
mid-management, relevant committees, and program staff in order to sustain achieved goals and to
prepare for the future. This plan is reviewed at least annually and updated as needed.
It is the intention of the agency to eliminate all barriers, actual or perceived, when the consumer is trying
to access services. This not only includes architectural barriers, but also those barriers that can present
when a client is trying to access the service itself. Barriers are defined as obstacles that keep people apart
or hinder communication. If this should occur, client progress or success will not occur. The easy
accessibility of services to our clients and their families is of the utmost importance. Evolutions
Treatment Center is committed to doing everything in its power to ensure that every program offers
expedient delivery of service(s), or will immediately assist the client and family in finding a service that
best meets their needs. It is critical to meet these demands during times of crisis and high stress and
afford the client/family the opportunity to seek services that will help bring a balance in all life areas that
can restore the family and all of its values. No Evolutions Treatment Center client, on the basis of race,
color, religion, national origin, ethnic background, citizenship status, sex, gender, sexual orientation,
gender expression, gender identity, pregnancy status, HIV/AIDS status, Sickle Cell trait, genetic
information, marital status, age or disability is excluded from the opportunity to participate in our
services. Evolutions treatment center will acknowledge and respect the social strengths (such as
support networks), family ties, spiritual beliefs, holidays, and alternative healing modalities of the
cultural groups being served.
In 1978, Congress passed the Rehabilitation Act of 1978 which specifically states in Section 504 that “no
otherwise qualified handicapped individual in the United States...shall solely by reason of its handicap,
be excluded from the participation in, be denied the benefits of, or be subjected to discrimination under
any program or activity.” In 1990, President Bush signed the Americans with Disabilities Act (ADA), which
guaranteed federal civil right protection to 43 million disabled Americans. This law made not only
programs, but also physical location accessible to the disabled. According to the ADA, discrimination of
programs and services provided by the state and local governments, goods and services provided by
private companies and in commercial facilities is prohibited. Integration of individuals with disabilities
into the mainstream of society is fundamental to the purpose of the Americans with Disabilities Act.
While the ADA has five separate titles, Title II is the section specifically applicable to “public entities”
(state and local governments) and the programs, services, and activities they deliver. Title II of the

Americans with Disabilities Act provides comprehensive civil rights protections for "qualified individuals
with disabilities." An "individual with a disability" is a person who has a physical or mental impairment
that substantially limits a "major life activity", or has a record of such an impairment, or is regarded as
having such an impairment. Evolutions Treatment Center recognizes these standards and runs its
business accordingly.
Recovery Oriented Language:
Our language represents the meanings we have constructed from experience, prompts attitudes,
expectations, and actions, and should always reflect unconditional positive regard for people. We may be
unaware of the impact our words have on our attitudes as well as upon those around us. The words we
choose reflect our attitudes; that we do truly value people, believe in and genuinely respect them. None
of us should be defined by our difficulties or diagnoses, or by any single aspect of who we are; we are
people first and foremost. Our language needs to be respectful, non-judgmental, clear, and
understandable, free of jargon, confusing data, and speculation, and carrying a sense of commitment,
hope and presenting the potential for opportunity. We need to give thought to how our language is
read/heard by the person to whom we are referring and could positively contribute to their health and
wellbeing (or otherwise), and what meanings we present to people to live by.
Recovery Oriented Language Outdated Language
Eric does not have an illness/ disability Eric is normal
Emily lives with/ has a mental illness
Eric is having a rough time

Emily is schizophrenic
Eric is decompensating

Emily is having a difficult time with
her recommended medication

Emily is resistant/ non-compliant with
her medication
Eric is really trying to get his needs met Eris is manipulative
Emily is choosing not to... Emily is non-compliant
Eric is really good at... Eric is high functioning
Emily has a tough time taking care of herself Emily is low functioning
Eric is experiencing co-occurring mental
health and substance use problems
Emily has experienced depression for
many years

Eric is dually diagnosed/ addict

Emily is chronic

It is challenging for me to work with Eric Eric is very difficult/ won’t engage in services Solicitation of

Input by Staff, Clients, and Stakeholders (Person Centered Philosophy):

It is essential to gain continuous input from the person served, personnel and other stakeholders in
order to determine if services and sites are easily accessible and to assist the agency in the identification
of any other barrier. Evolutions Treatment Center makes every effort to respect the client’s and/or
companion’s preference in selecting the appropriate auxiliary device or service. However, issues such as
cost and timely availability of resources may result in the client’s and/or companion’s first choice of aid
or service not being fulfilled. The agency obtains such information from client questionnaires,
satisfaction and follow up surveys, suggestion boxes, etc. and reviews all on a monthly basis at the
Consumer Care/Satisfaction Committee Meetings. These mechanisms provide all a way to inform the
agency of what problems/barriers, if any, they may have encountered while trying to access our services
or throughout the course of treatment. This, in turn, allows the agency to make necessary changes to
policies and procedure and provide the client with the best possible care.

Staff Training:
Evolutions Treatment Center strongly believes that a trained staff is a productive staff. Therefore, the
training plan below mirrors that of the training requirements of the Florida Department of Children and
Families. New employee orientation will include training on CFOP 60-10 (Auxiliary Aids and Services for
People Who are Deaf or Hard of Hearing), Chapters 1, 3 and 4, Title II of the Americans with Disabilities
Act of 1990, CFOP 60-16 (Methods of Administration: Equal Opportunity in Service Delivery), and Section
504 of the Rehabilitation Act of 1973. This is done primarily through the DCF online training modules.
Annually, all staff will receive training on how to provide assistance to persons with disabilities and
persons who are Limited English Proficient. Documentation is maintained in the Litmos platform or the
human resources file. At a minimum, this training will consist of:

● Procedures for serving customers and companions who are deaf, hard of hearing, low
vision, blind, and person who have mobility limitations.
● Procedures for serving clients who are Limited English Proficient.
● Awareness of deaf or hard of hearing; speech limitations; low vision and blindness;
reading limitations and dyslexia; and mobility limitations.
● Available communication options.
● How to provide reasonable accommodations for customers and potential customers, i.e.,
how to access or purchase auxiliary aids, interpreter services and physical modifications. ●
Requirements for making meetings, conferences, and services accessible.
● Awareness of the Auxiliary Aids and Service Plan, including how to access the Plan.

Record Retention:
Records relating to the auxiliary aids and services provided shall be retained by the Single Point of
Contact and the original document shall be retained in the client’s file. All files are kept for a minimum of
seven years prior to document destruction.
SECTION 2 FACILITY ACCESSIBILITY
ASSESSMENT: INPATIENT/ RESIDENTIAL, OUTPATIENT OFFICE, HOUSING,
ADMINISTRATIVE
Inpatient, Detox, SA RTC, MH RTC:
16565 NE 4

thAve Miami, FL 33162 The building structure lends itself to an environment that allows easy
access to persons with disabilities. Handicap parking spaces are allotted near doorways and the entry
ways are equipped with required ramps into the interior of the facility allowing easy access if the
client/staff member is in a wheelchair/mobility aid. The route of travel does not require the use of stairs
and is stable, firm, and slip-resistant. However, an elevator is available in the lobby of the building. The
interior of the facility is free from clutter and/or protruding objects that would prohibit the passage of a
client/family/staff member using a mobility aid. Waiting rooms are large, hallways, counselor offices, and
bottom floor client dorms are wide enough to accommodate the person served to move about
comfortably without restriction. The dining areas in the residential facilities are SECTION II:
ADMINISTRATIVE, OUTPATIENT & RESIDENTIAL ASSESSMENT 8 accessible. The Facility has fastened tables
and chairs, however, the end of the dining table allows for enough space to adequately accommodate
the individual during meals. The restrooms located in the bottom floor client dorms are handicap
accessible with at least one restroom dedicated for persons with disabilities. The restrooms are large
with the appropriate grab bars for transfer from the client’s mobility aid, if necessary. The program has
two passenger vans. These vans do not have lift equipment to accommodate individuals with
wheelchairs/mobility aids. Evolutions Treatment Center will arrange transportation for individuals
needing lift equipment. Facility grounds are equipped with sidewalks for easy mobility.

Outpatient (PHP, IOP, OP) Center:
2901 W Cypress Creek Rd #123 Fort Lauderdale, FL 33309 The building structure at the outpatient facility
lends itself to an environment that allows easy access to persons with disabilities. Handicap parking
spaces are allotted near doorways and the entry ways are equipped with required ramps into the interior
of the facility allowing easy access if the client/staff member is in a wheelchair/mobility aid. The route of
travel does not require the use of stairs and is stable, firm, and slip-resistant. The interior of the facility is
free from clutter and/or protruding objects that would prohibit the passage of a client/family/staff
member using a mobility aid. Waiting rooms are large, and hallways and counselor offices are wide
enough to accommodate the person served to move about comfortably without restriction. The
restrooms located in the outpatient facility are utilized for clients and staff and are handicap accessible
with at least one restroom dedicated for persons with disabilities. The restrooms are large with the
appropriate grab bars for transfer from mobility aid, if necessary. Sinks and soap dispensers are at
appropriate heights to accommodate persons with disabilities.

Housing 1:
465 SW 20
thAve Fort Lauderdale, FL 33312 This location is the residence for clients participating in the
Partial Hospitalization (PHP) program with the Day and Night with Community Housing (DNHC)
accommodation. Handicap parking spaces are not necessary at this location as all clients are transported
via Evolutions Treatment Center agency vehicles to and from this residence and the outpatient location.
These agency vehicles do not have lift equipment to accommodate individuals with wheelchairs/mobility
aids. Evolutions Treatment Center will arrange transportation for individuals needing lift equipment.
Facility grounds are equipped with sidewalks for easy mobility. The route of travel does not require the
use of stairs, on the bottom floor, is stable, and firm. The interior of the residence is free from clutter
and/or protruding objects that would prohibit the passage of a client/family/staff member using a
mobility aid. Designated bottom floor client dorms are handicap accessible with at least one restroom
dedicated for persons with disabilities. The restrooms are large with the appropriate grab bars for
transfer from mobility aid, if necessary. Sinks and soap dispensers are at appropriate heights to
accommodate persons with disabilities.

Housing 2:
4653 N Ocean Dr Lauderdale By The Sea, FL 33308 This location is the recovery residence for clients
participating in either the Partial Hospitalization (PHP) program or the Intensive Outpatient (IOP)
program. Handicap parking spaces are not necessary at this location as all clients are transported via
Evolutions Treatment Center agency vehicles to and from this residence and the outpatient location.
These agency vehicles do not have lift equipment to accommodate individuals with wheelchairs/mobility
aids. Evolutions Treatment Center will arrange transportation for individuals needing lift equipment.
Facility grounds are equipped with sidewalks for easy mobility. The route of travel does not require the
use of stairs, on the bottom floor, is stable, and firm. The interior of the residence is free from clutter
and/or protruding objects that would prohibit the passage of a client/family/staff member using a
mobility aid. Designated bottom floor client dorms are handicap accessible with at least one restroom
dedicated for persons with disabilities. The restrooms are large with the appropriate grab bars for
transfer from mobility aid, if necessary. Sinks and soap dispensers are at appropriate heights to
accommodate persons with disabilities.

Administrative Offices:
2950 W Cypress Creek Rd #109 Fort Lauderdale, FL 33309 The building structure at Evolutions Treatment
Center Administrative Offices lends itself to an environment that allows easy access to persons with
disabilities. Handicap parking spaces are allotted near doorways and the entry ways are equipped with
required ramps into the interior of the building allowing easy access if the person served, personnel, or
other stakeholder is in a wheelchair/mobility aid. The route of travel does not require the use of stairs.
However, an elevator is available in the lobby of the building. In addition, the route of travel is stable,
firm, and slip-resistant. The interior of the facility is free from clutter and/or protruding objects that
would prohibit the passage of an individual using a mobility aid. Waiting rooms are large and hallways
and offices are wide enough to accommodate the disabled to move about comfortably without

restriction. There are some restrooms located in the building that are handicap accessible. Restrooms
are large with the appropriate grab bars for transfer from mobility aid, if necessary. Sinks and soap
dispensers are at appropriate heights to accommodate persons with disabilities.

SECTION 3 ACCESS TO CARE BARRIERS

Client Services and Referrals Barriers:
Clients are able to access initial services through the agency’s residential program every day of the week
24/7. The residential program screens all potential clients that are requesting treatment services. If they
are found appropriate, attempts are made to offer assessment services within 24 hours of the client’s
first contact to the agency. Clients found to be inappropriate for our services and not meeting admission
criteria will be assisted through the agency’s referral process to a suitable provider. If the client is in need
of inpatient services, they will immediately be scheduled to meet with the treatment team/designee and
if the client meets admission criteria, they will be placed as soon as possible. If residential therapist
caseloads are maximized and/or residential beds are unavailable, client waiting lists may be utilized. If
the client is in immediate crisis, or wait lists are exorbitant, the agency will assist the client/family with an
appropriate referral immediately.
Evolutions Treatment Center will extend every effort possible to accommodate those individuals with
disabilities who meet the agency’s admission criteria for services. Requests can be made to the agency’s
Single Point of Contact (Director of Human Resources) via the Customer or Companion Communication
Assessment and Auxiliary Aid and Service Record Form. This form identifies the need(s) of the
client/family or personnel for accessing reasonable accommodations while accessing our services/or
while employed. A reasonable accommodation is defined as a modification or adjustment that would
assist the person served or personnel to access benefits and privileges that are equal to those enjoyed by
others. When possible, accommodations will be made. However, in the event that we are unable to
provide services to an individual, the agency will assist the client in every way possible and link them to
an appropriate provider that could best meet their needs. Such providers include: 988 Suicide and Crisis
Hotline; 211 Broward; Broward County Crisis Intervention & Support Division; Broward County Sheriff’s

Office; Memorial Healthcare System; Broward Health; Henderson Behavioral Health Inc.; Fort Lauderdale
Behavioral Health Center; Citrus Health Network Inc.; Broward Addiction and Recovery Center; Banyan
Health Systems; Village South Inc.; The Chrysalis Center Inc.; Broward House Inc.; Fellowship House;
Fellowship Recovery Community Organization Inc.; South Florida Wellness Network; Broward Housing
Solutions; Broward Partnership for the Homeless Inc.; NAMI Broward.

Architectural Barriers:
Evolutions Treatment Center offers a wide range of services including residential and outpatient
programs. These services are offered to the client throughout Broward County and Miami-Dade County.
Architectural or “physical” barriers are generally easy to identify. Individuals with disabilities must be
able to enter an Evolutions agency vehicle, if picked up, or self-present on the site. Individuals must be
able to approach the building and enter as freely as everyone else. Providing physical access to a facility
from parking lots and sidewalks is basic to making goods and services available to people with
disabilities. Having architectural barriers to your facility will prevent people from returning for that
service. Evolutions Treatment Center continually assesses all sites and their surroundings to ensure that
we eliminate as many architectural barriers as possible. The following areas have been thoroughly
assessed at each of Evolutions Treatment Center’s locations.

● Parking: Self-parking is provided at all facilities. According to the ADA Standard, total space
versus accessible spaces required, each of Evolution’s facility parking allowances is
adequate to meet this standard. In addition, parking allows for van accessibility for those
who use lift-equipped vans or need room to transfer from vehicle to mobility aid
(wheelchairs, walkers, crutches). All parking spaces are located on level ground, closest
to the lobby entrance and are clearly marked with the appropriate signage.
● Entryways/ Walkways: All facilities have easy access for persons who use mobility aids.
Facility grounds are neat and clean. Parking lots, walkways and entryways are
consistently maintained and are clear and free from cracks, chips, potholes, and debris
at all locations. If grounds become cluttered or need repair, (i.e., debris as a result of a
severe storm/hurricane), the program director immediately notifies Chief Executive
Officer and has the items SECTION III: ACCESS TO CARE BARRIERS 10 cleared and/or
repaired. Client’s route of travel does not require the use of steps/stairs and is stable,
firm, and slip-resistant. In addition, all facilities have easy access within facility locations
(those areas that are not ADA compliant are outlined below).
● Light Alarms & Braille: Some of our sites are equipped with light alarms to assist the
hearing impaired. Some of our facilities have Braille on signage, but it is very limited. ●
Additional Access: When amenities such as drinking fountains are provided, they are
accessible to people with disabilities. There is at least one fountain with clear floor
space. In addition, cup dispensers are available if needed.

Environmental Barriers:
Environmental barriers can be interpreted as any location or characteristic of the setting that

compromises, hinders, or impedes service delivery and the benefits to be gained. When assessing
environmental barriers at each location, consistent client and staff interviews are conducted in order to
obtain such information. In addition, environmental barriers are assessed through ongoing facility
inspections by the Safety/Risk Facility Management Committee. No trends were identified at any of our
sites, however, occasionally information was obtained regarding the type of furnishings or décor, office
size/utilization of space, etc. that may impact the comfort level of the person served and personnel.
Significant work has been accomplished in this area during the last few years. Our goal is to continue in
this general direction. Improvements have included new furnishings for various programs. Resources are
also continuously assessed in order to best meet each of the facility’s needs. We are committed to this
goal and feel that it is essential to keep the environment healthy, clean, up-to-date and respectful in
order to promote a sense of well-being for our clients and staff. This, in turn, creates an accommodating,
home-like environment that all are comfortable in and proud of.

Communication Barriers:
Communication barriers can arise for a number of reasons. The agency may be unable to accommodate
a specific population because they do not have on-site access to certain assistive devices (i.e., TDD), they
do not have staff members to accommodate those clients whose first language is not English, etc.
Evolutions Treatment Center has established a single point of contact, (Director of Human Resources)
responsible for arranging these services when needed. Program directors and supervisors are required to
submit the customer or companion waiver for free interpreter service form to Evolution’s single point of
contact once the client/companion has completed the form. As previously mentioned, Evolutions
Treatment Center does not exclude any individual or their family treatment services solely based on their
disability, culture, etc. Evolutions will afford every person served the opportunity to receive treatment
services and will make every effort to assist the client and/or family to receive additional services that
may benefit them while they are in treatment. Additionally, the agency will assist all clients with
continuity of care services while attempting to integrate them back into their community. Program
directors/designees will link clients to the most appropriate provider/services to assist them with this
process. If the agency, however, is not able to meet the needs of a particular population or the needs of a
client are beyond the scope of our programs, the agency will follow written policy and procedure
regarding referral. One such referral source is the Center for Independent Living of Broward
(888-722-6400). This program assists the client in a community-based, nonresidential center for
independent living designed to maximize the quality of life for all people with disabilities. The agency
provides a focal point to which all persons, agencies, and support groups can turn for such services as
adaptive technology, outreach, ADA consulting, advocacy, information and referral, peer counseling,
support groups and independent living skills training.
Expressive and receptive communication with or without the use of auxiliary aids provides clients and
staff an equal opportunity to participate in or benefit from agency programs, services, and/or activities.
As a part of this plan, how to access these devices is conveyed effectively and accurately. As a BBHC
contracted provider, Evolutions Treatment Center will ensure that clients, applicants and employees who
are deaf, hard of hearing, disabled and/or who are limited in English proficiency are notified of their right
to submit a request for an accommodation for auxiliary aid(s) to ensure equal opportunity while involved

in our services. In addition, in accordance with DCF Equal Opportunity in Service Delivery Amendment,
any meeting, conference, workshop, hearing, training, session, seminar, or other similar functions
sponsored by the department must be scheduled in an accessible facility. This includes any training done
through contracts.

Limited English Proficiency – Translators and Interpreters:
It is agency policy to take reasonable steps to provide meaningful access to limited English proficient
(LEP) individuals who may become clients in any of the agency programs. The policy is to ensure that
language will not prevent staff from communicating effectively with LEP clients or their families and that
limited English proficiency will not prevent them from accessing important programs and information.
LEP individuals do not speak English as their primary language and have a limited ability to read, write,
speak, or understand English. Many LEP persons are in the process of learning English and may read,
write, speak, and/or understand some English, but not proficiently. LEP status may be context-specific.
For example, an individual may have sufficient English language skills to communicate basic information
(name, address etc.) but may not have sufficient skills to communicate detailed information (e.g.,
medical information, eyewitness accounts, information elicited in an interrogation, etc.) in English.
Our client population is predominantly English speaking; however, we may encounter a client or family

member whose sole language is Haitian Creole or Spanish. We have had to utilize interpretative services
in these instances and have called upon Evolutions Treatment Center staff to assist in special situations.
Some of our forms are translated into Spanish.

Deaf/Hard of Hearing Barriers:
Any client who may be seeking treatment services and who may be deaf and/or hard of hearing will be
assisted any way possible to meet their needs while receiving treatment services and post discharge. All
families are assisted by the program director/designee and will contact the agency’s Single Point of
Contact (Director of Human Resources), who will submit a request to the Department of Children and
Families for communication assistance. Families needing services are also referred to Florida
Coordinating Council for the Deaf and Hard of Hearing (FCCDHH), telephone (850.558.9645). The
Coordinating Council is a resource for deaf and hard of hearing Floridians who need assistance with
everyday needs including employment, education and access to services.
In approved circumstances, Evolutions Treatment Center will be able to provide a sign language
interpreter for a client or companion who is deaf or hard of hearing. This must be arranged by the Single
Point of Contact. Auxiliary aids, such as Ease of Access software installed on all agency computers, are
available to ensure effective communications for individuals with visual and/or hearing impairments.
This includes equipment that is necessary to make information available to individuals with hearing,
speech, or visual impairments and cognitive disabilities. One providers that can help assist us with these
resources is Florida Telecommunications Relay, Inc. This agency provides resources for TDD/TTY
equipment (Telecommunication Devices for the Deaf), FAX, and amplified telephones. For eligible
hearing-impaired individuals, sign language interpreters, flash cards, lip-reading, written notes,
supplementary hearing devices, charts, or a combination of these, can be provided. Application and
distribution by appointment are available through this provider. TTYs and closed-caption television
decoders are available for a short-term loan at a nominal fee to individuals or groups. These auxiliary
aids are provided to individuals with impaired skills when necessary to afford such persons with an equal
opportunity to participate in or benefit from our programs and services. Needs are assessed through
consulting with the client and/or family to determine their preferred communication mode. The client’s
requested method of communication should be sought and considered first. Staff will notify the Single
Point of Contact should they be unfamiliar with a requested auxiliary aid or service.
An additional service that can be utilized is the Florida Relay Service 711 (FRS). They can be contacted by
dialing 711. The following numbers for FRS may also be of assistance:

● 800-955-8771 (TTY)
● 800-955-8770 (Voice)
● 800-955-1339 (ASCII/ Computer)
● 877-955-8260 (Voice Carry Over VCO)
● 877-955-5334 (Speech to Speech STS)
● 877-955-5334 (Video Assisted STS)
● 877-955-8773 (Spanish to Spanish Translation)
● 844-463-9710 (Spanish to English Translation)

This service provides a dual-party relay system which is an accessible telephone communication relay
system that allows the deaf to talk to those with no hearing or speech problems and vice versa.
Employers and service providers are able to telephone a job applicant or client who is hearing impaired;
and applicants or clients who are hearing impaired are able to call and speak to Human Resource Officers

or their counselors.

Visual Disability Barriers:
Consumers who may be visually impaired are assisted to receive necessary services that would benefit
them while in treatment and post-discharge, if applicable. Training is provided by the Lighthouse of
Broward, telephone (954.463.4217). This provider offers individual training in daily living skills.
Instructional areas include personal and home management, communication skills, counseling, and
orientation to mobility techniques. Training in use of computers, technological and/or adaptive
equipment for the blind/visually impaired is also available through this provider. Home instruction is
provided when appropriate to assure proper use of skills and for individuals unable to attend classes.
Services to family members, such as counseling, support, and training, are also available.

Community Integration Barriers:
Barriers to community integration include any barrier that would keep the person served from returning
to full participation in their community. The most likely community integration barrier experienced by
Evolutions Treatment Center clients is returning to their homes which are frequently in neighborhoods
with elevated risk factors. Therefore, clients are encouraged to participate in self-help groups, peer
support services, or aftercare programs to maintain resilience in their recovery.

Technology Barriers:
Technology barriers could include the evolving technology, the upkeep of equipment, assistive
technology and issues more specific to the populations served. In order to address this barrier,
Evolutions Treatment Center encourages clients to report when they are having issues with the use of
technology such that a resolution can be collaboratively developed.

Cultural and Language Barriers:
Evolutions Treatment Center acknowledges the high degree of cultural and ethnic diversity in its
employee and client base, which includes a myriad of customs, beliefs, languages, knowledge and values.
The goal of Evolutions Treatment Center is to promote and support behavioral change to clients, to
facilitate responsible behaviors and life styles that benefit the community and society as a whole.
Evolutions Treatment Center exemplifies those high ideals which are supportive of an environment
focused on cooperation, teamwork, respect and mutual understanding among all of its clients and staff.
Evolutions Treatment Center client base primarily includes: Caucasian, African American, and Hispanic
Cultures. The agency strives to recruit employees who make up these cultures. It is our belief that having
a multi cultured staff composition helps to assist the client/family and staff with specific
cultural/language barrier issues. By doing so, Evolutions recognizes individual differences and is sensitive

to these specific cultural differences. It is Evolutions Treatment Center’s practice to maintain a list of
employees who are bilingual so that they may be utilized if situations are presented, and their services
are needed throughout the agency. The Director of Human Resources maintains all such lists. In addition,
no client is turned away from any Evolutions Service solely based on their cultural background. Instead,
the agency would strive to find all resources available, including utilization of current staff members, to
assist them through the treatment process.
In addition, to the above identified language barriers/resources, Evolutions Treatment Center makes
every attempt to communicate agency documents in people first languages and in a language that is age
appropriate and understood by the client/family. When possible, we also attempt to obtain materials,
surveys, signage, etc. that is communicated in multiple languages in order to meet the population base
we serve.

Gender Barriers:
Evolutions Treatment Center recognizes that often the person served may have specific issues that would
be more appropriate for a specific therapist (i.e., female client to female therapist). Also, it is recognized
that clients may specifically request the same sex therapist because of situations they have experienced.
Evolutions makes every attempt to make the client and therapist relationship as compatible as possible.

Transportation Barriers:

● Inpatient and Residential Services: Evolutions Treatment Center employees are able to
transport clients in agency vehicles only, provided the employees possess a valid Florida
driver’s license for the class of vehicle (s) they are operating. Agency vehicles are not for
personal use and use must follow agency policy and procedure. These vehicles are only
to be used on behalf of our clients (i.e., client admission pick-ups, client outside medical
appointments, Court hearings, Probation Office appointments, Social Security Office
appointments, DMV appointments, client outings, client discharge drop-offs). All
employees driving agency vehicles must submit a copy of their driver’s license to the
Director of Human Resources prior to driving any agency vehicle. The Director of Human
Resources verifies driving records on an annual basis. In the event Evolutions Treatment
Center transportation services are ever not available or if the client requires a special
transportation vehicle, case manager or intake staff will assist with setting up suitable
non-emergency medical transport, or public transit options (i.e., - Palm Tran, Tri-Rail,
local taxi services, Uber/Lyft, etc.).
● Outpatient & Housing Services: Evolutions Treatment Center employees are able to
transport clients in agency vehicles only, provided the employees possess a valid Florida
driver’s license for the class of vehicle (s) they are operating. Agency vehicles are not for
personal use and use must follow agency policy and procedure. These vehicles are only

to be used on behalf of our clients (i.e., transportation to and from the outpatient offices
and residences, client admission pick-ups, client outside medical appointments, Court
hearings, Probation Office appointments, Social Security Office appointments, DMV
appointments, client outings, client discharge drop-offs). All employees driving agency
vehicles must submit a copy of their driver’s license to the Director of Human Resources
prior to driving any agency vehicle. The Director of Human Resources verifies driving
records on an annual basis. In the event Evolutions Treatment Center transportation
services are ever not available or if the client requires a special transportation vehicle,
case manager or intake staff will assist with setting up suitable non-emergency medical
transport, or public transit options (i.e., - Palm Tran, Tri-Rail, local taxi services,
Uber/Lyft, etc.).

Financial Barriers:
As a private organization, it is our intention to provide high quality/cost effective substance use and
mental health treatment. The cost of ALL services, as appropriate, are either covered through Private
insurance, Medicaid, SSI/ Disability, grants, special funding source contracts, or sliding fee scale. As a
payor of last resort, pending financial screening/ assessment, client treatment services may be funded
through Broward Behavioral Health Coalition. No one is ever turned away due strictly to the inability to
pay for services. In the event a client does not qualify for any of the above funding sources, an
appropriate referral to another local community-based agency will be made.

Attitudinal Barriers:
Evolutions Treatment Center has developed a range of treatment services that are designed to address
the client as an integral part of his/her family and community. Evolutions does not exclude treatment
services to any individual or their family solely based on race, color, religion, national origin, ethnic
background, citizenship status, sex, gender, sexual orientation, gender identify, gender expression,
pregnancy status, HIV/AIDS status, Sickle Cell trait, genetic information, marital status, age or disability,
as well as other classifications protected by applicable state or local laws. In addition, services are
provided in an age and culturally appropriate setting.

● Staff Barriers: Attitudinal barriers consist of staff or others who show disregard or
prejudice(s) against those persons with disabilities, cultural differences, etc. Evolutions
Treatment Center is devoted to providing ongoing staff competency training and feels
that it is necessary to provide ongoing communication, education, and training to create
awareness and understanding of these sensitive issues. In some instances, training may
be centered on areas such as cultural barriers, disability awareness/education, and/or
situational training. Evolutions Treatment Center recognizes that individuals come from a
wide variety of backgrounds. As a result, some employees are often unaware of certain

customs and rituals that take place in that setting. It is imperative to consistently educate
staff so that they become aware of these differences and become culturally sensitive to
the clients we serve. Evolutions provides our employees with ongoing education in this
area to benefit our consumers and their careers. All employees are required to undergo
mandatory cultural competency training on an annual basis. In addition, all clinical staff
are required to meet with their supervisor on a regular basis to staff clients for
appropriateness and/or to identify problematic treatment areas. This gives the employee
an opportunity to discuss specific situations with their immediate supervisor and allows
for ongoing feedback with difficult or unfamiliar situations. In addition, if a clinical
situation arises and falls beyond the scope of the employee, they are required to
immediately address this with their supervisor and obtain consultation to decide
treatment direction and to provide treatment referrals as appropriate.
● Community of Choice/Client Stigma Barriers: Attitudinal barriers can also consist of the
general public being prejudice against the mentally ill and substance abusing population. It is
imperative that mental health and substance use providers get out into their communities
and educate the public. Our agency is committed to accomplish this goal and provides
ongoing public interaction and positive relations within the communities
we serve (i.e., community service projects, outreach projects, task force meetings,
provider network meetings, behavioral health conferences, trainings, tours, and
seminars). In addition, our residential facilities may allow clients to attend these
activities with staff if permission is approved. This exposure serves two purposes: (1)
allowing the client to participate in positive community activities, and (2) allowing the
community to view this population in a favorable light despite their mental illness or
substance abuse. A community relations scrapbook is maintained in each district of all
such activities.

It is our commitment to evaluate our accessibility plan(s) consistently and focus on integrating the
persons served into their communities of choice whenever possible. This strongly correlates with the
mission of the agency in that we are committed to provide programs which foster the skills necessary for
individuals to be responsible, productive members of their communities. A sense of community
investment is essential for all persons because it creates purpose, responsibility, and ownership for that
individual in the areas where they live, work and play.

Employment Barriers:
Evolutions Treatment Center maintains an environment that is challenging based on freedom from
discrimination and absence of cultural barriers. Evolutions Treatment Center fairly and equitably
provides its entire staff with the opportunity to develop, participate, contribute and to exercise their full
creativity and expertise directed toward Evolution’s goals. Evolution’s leadership team and management
staff work together to cultivate an environment which values differences and individuality and
encourages the full development of all professional potentials. Evolutions Treatment Center promotes

and encourages trust, enhances communication, encourages cooperation and teamwork and nurtures
respect and concern for the welfare of Evolutions staff and clients. Evolutions feels that it best
accomplishes this policy statement by its employee base. The organization’s employees, including the
leadership team, reflect the community it serves.
● Goals:
o Encourage an environment and opportunity for all employees to develop and contribute
to the agency by equitable distribution of resources and responsibilities.
o Encourage career enhancement with all employees consistent with the individual’s
abilities, interest and the requirements of the agency.
o Cultivate an attitude toward multiculturalism that will pervade all policies, processes,
procedures, and practices where such an attitude is applicable.
o The agency will nurture all employees and clients to have a clear understanding of
diversity and multiculturalism.

● Evolutions Treatment Center Work Environment (Awareness and Sensitivity): o All
employees are trained in diversity and the concepts surrounding multiculturalism. Such
training occurs as part of a new employee’s orientation and annually thereafter.
o Employees and supervisors are encouraged to become skilled in cultural competency and
to use this knowledge in matching clients and employees, as well as, in interpersonal
relationships.
● Individual Involvement:
o Evolutions Treatment Center leadership and staff work to cultivate an environment
which values differences and individuality, and encourages the full development of
professional potentials and talents.
o Evolutions Treatment Center management has the responsibility to promote trust,
enhance communication, encourage cooperation and constructive criticism, and nurture
respect and concern for the welfare of all employees and clients.
o All employees are encouraged to exercise their full creativity and expertise toward
achieving their full potential.
o Encourage membership in organizations and attendance at meetings and workshops
that have as their focus a better understanding of diversity and multiculturalism. o Seek
out, identify and remove barriers that inhibit the full utilization and inclusion of all
employees.
● Management Accountability:
o Evolution’s management is expected to proactively foster any endeavors that enhance
the cultural climate of the workplace. This includes assuring that employees feel valued,
are allowed to participate fully and are provided the opportunity to develop his or her
maximum potential.
o In part, the above is accomplished by demonstrating a management style that accepts

and appreciates the uniqueness of individuals.
o Evolution’s management identifies and eliminates barriers that are perceived as
prohibiting employees from participating fully in the organization.
o Evolution’s management fosters open communication that builds trust between
management and employees.
o Evolution’s management includes employees in communication and deliberation
processes, so that employees’ views are heard without fear of retribution.
o Evolution’s management encourages employees to treat co-workers, as individual’s (not
based on stereotypes) in day-to-day interactions and vigorously pursues any allegations
that actions based on cultural differences are interfering with any employee or their
ability to do their job. Any such allegations that are founded are dealt with through
disciplinary processes.

Evolution’s staff are encouraged to fully participate in agency activities that contribute to positive change
and which foster communication among all levels of management. Examples include participation on
agency Management/Performance Improvement Committees. This process has proven to be a unique
opportunity for employees to fully participate in agency functions and development and for individuals
to openly communicate, evaluate and develop processes for implementation, and build trust between
management and program components.
Equal Employment Opportunity Barriers:
Evolutions Treatment Center maintains a strong policy of equal employment opportunity for all
employees and applicants for employment. We hire, train, promote, and compensate employees on the
basis of personal competence and potential for advancement without regard for race, color, religion, sex,
sexual orientation, gender expression, gender identify, national origin, age, marital status, disability or
citizenship, as well as, other classifications protected by applicable state or local laws. Our equal
employment opportunity philosophy applies to all aspects of employment with Evolutions Treatment
Center including recruiting, hiring, training, transfer, promotion, job benefits, pay, dismissal, and social
and recreational activities. No person will be retaliated against, harassed, intimidated, threatened,
coerced, or discriminated against for making a charge, testifying, assisting or participating in any manner
in an investigation, proceeding, or hearing or for opposing alleged unlawful discriminatory practices
prohibited by the following federal laws:
o Titles VI and VII of Civil Rights Act of 1964, as amended.
o Titles IX of the Education Amendments of 1972, as amended.
o Section 504 of the Rehabilitation Act of 1973, as amended.
o Omnibus Budget reconciliation Act 1981.
o Age Discrimination Act of 1975, as amended.
o Age Discrimination in Employment Act of 1967, as amended.

Affirmative Action Barriers:

Evolutions Treatment Center recognizes the importance of eliminating employment barriers by
establishing a nondiscriminatory policy for its employees and applicants for employment. It has been and
will continue to be, the policy of Evolutions to be an equal employment opportunity employer. In keeping
with this policy, the agency will continue to:
o Recruit, hire and train.
o Establish rates of pay in terms, conditions or privileges of employment.
o Promote, upgrade and transfer into all job levels the most qualifies persons, without regard to
race, color, religion, sex, sexual orientation, gender identity, gender expression, natural origin,
age, veteran status, or qualifies individuals with disabilities. It is equally the practice and policy
of this agency to comply with all applicable federal, state, and local labor laws.

An applicant or employee who feels that he or she has been discriminated against because of race, color,
religion, national origin, ethnic background, citizenship status, sex, gender, sexual orientation, gender
identify, gender expression, pregnancy status, HIV/AIDS status, Sickle Cell trait, genetic information,
marital status, age or disability, or because due process has been denied them, may file a complaint with
the Director of Human Resources. Any such complaint must be filed in writing thirty (30) calendar days of
the alleged incident of discrimination. The procedure is as follows:
1. The Director of Human resources will be responsible for conducting a fair and impartial
investigation and making a finding of fact to all interested parties.
2. Should a complainant so request in writing, an appeal in the form of a hearing before the Chief
Executive Officer will be granted.
3. This request must be made within ten (10) calendar days of receipt of the Director of Human
Resource’s written decision.
4. If the complainant is dissatisfied, a request may be made to the Personnel Committee for review
of the grievance. This request must be made within ten (10) calendar days of receipt of the Chief
Executive Officer’s written decision.
5. Decisions of the Personnel Committee will be submitted to Evolution’s leadership team for
ratification.
6. Grievances against the Chief Executive Officer will be submitted to the Personnel Committee.

All Other Barriers:
Evolutions Treatment Center strongly encourages clients to report any barriers to accessing or
maintaining treatment services, or barriers that they anticipate may affect their sobriety
post-discharge. In addition, staff, clients, and stakeholders should notify Evolution’s Single Point of
Contact or any member of management should a barrier be identified such that it can be addressed
appropriately.

SECTION 4 REASONABLE ACCOMMODATION AUXILIARY AIDS/ OTHER DEVICES PLAN
A reasonable accommodation is a modification or adjustment that would assist the persons served or
personnel to access benefits and privileges that are equal to those enjoyed by others. If at any time a
client and/or personnel makes a request for a reasonable accommodation to be made, this is
documented via the “Customer or Companion Communication Assessment and Auxiliary Aid and Service
Record” form. This service is available to both our clients and personnel. All are oriented to this process
upon admission/hire, as appropriate. In addition, the procedure for accessing this service is addressed in
the client handbook and personnel practices manual, as appropriate. Clients requesting this service may
obtain the form from the program director. Personnel may access these forms through the Human
Resources Department.
The individual making the request is to list the identified need(s), services requested, equipment
requested, etc. in the appropriate space on the form. The form is then submitted to the Agency’s Single
Point of Contact (Director of Human Resources). Because a request is made for a reasonable
accommodation does not automatically require that the organization meet the request. We may be
unable to do so because resources are not available at that time. If the organization is unable to fulfill a
request, the agency is committed to assist each individual who may have a request and will follow
written policy and procedure regarding referral for the use of other resources that are accessible in order
to meet their needs.

Status Reports, Action Plans, and Timelines:
When a barrier is identified, an “accessibility” status report/action plan is developed by the Risk
Management/Safety Committee or designee that address the identified barrier(s), goal(s), an action plan
to remove the barrier and realistic timelines for the removal of the barrier(s). A status report is
completed by the Risk Management Committee and presented to the CEO addressing the progress or
lack of progress made in the removal of the identified barrier and any area that needs improvement. In
addition, this information may be communicated to the governance authority so that they are aware of
what needs to be accomplished in order to promote an accessible setting. This information is
communicated by the Chief Executive Officer. All reports are maintained in committee manuals and as an
attachment to the current plan.

Client/Companion Feedback:
All clients and companions are provided the DCF Customer/Companion Feedback Form for completion
following the initial assessment and all services thereafter. Included in this form is an opportunity for
clients/companions to provide feedback on whether or not they felt the service (i.e. interpretive,
auxiliary aid, etc.) was effective. If the client/companion was not satisfied with the quality of the service,
other options for services are reviewed (i.e. a different translator, a different auxiliary aid device, etc.). As
previously indicated, all attempts are made to honor the client/companion request, but cannot be
guaranteed.

SECTION 5 ACCESSIBILITY PLAN MONITORING
The Accessibility Plan was developed in an effort to unify agency/community mechanisms and methods
into one integrated plan and to describe the processes that are involved for the organization, consumers,
and other stakeholders (i.e., families, referral sources, etc.) when attempting to identify and eliminate
barriers to treatment services. This plan addresses architectural, environmental, attitudinal, financial,
employment, communication, transportation and other agency “identified” barriers to the person
served. Through the agency’s performance improvement and annual strategic planning
processes/initiatives, the organization’s leadership has a working knowledge of what must be done to
promote an accessible setting. The agency is dedicated to accomplishing this goal, continues to monitor
all aspects of the items set forth in this plan to ensure that it is maintained and that there is action taken
with follow through with those barriers identified. As a direct result of this process, the agency identifies
key goals and objectives to monitor. These goals and objectives are reviewed by leadership,
mid-management, relevant committees, and program staff in order to sustain achieved goals and to
prepare for the future. This plan is reviewed at least annually and updated as needed. The CLAS Plan will
be reviewed and updated annually by the CLAS Implementation Workgroup in collaboration with senior
leadership, with findings presented to the board of directors and integrated into organizational strategic
planning and quality reports.

Monitoring Requirements:
Evolutions Treatment Center Single Point of Contact (SPOC) is the agency’s primary staff member
responsible for ensuring that all policies and procedures regarding the use of auxiliary aids is up to date
with local, state, and federal requirements and is being adhered to by staff. The Chief Executive Officer
assists the SPOC with this process when possible.

Frequency of Monitoring:
The SPOC or designee is responsible for reviewing and updating the Accessibility Plan and Accessibility
Monitoring Plan at least annually or more frequently should improvements be needed.

Position Description:

The Chief Executive Officer or designee is responsible for reviewing the position description of the SPOC
at least annually to ensure compliance with local, state, and federal requirements.

Review of Client Records:
The Chief Compliance Officer is responsible for reviewing the records of all clients who have been
administered a Customer/Companion Communication Assessment within 30 days of notification. They
are responsible for ensuring the following documentation is completed accurately and within the
required time limitations:

o Customer/Companion Communication Assessment and Auxiliary Aid Service Record;
o Customer/Companion Request for free Communication Assistance or Waiver of Free
Communication Assistance;
o Entry in the client file about distribution of Customer/Companion Feedback Form (NOTE:
The original is to be mailed by the client to Tallahassee);
o File entry about the auxiliary aid services provided; and
o Verification of the interpreter’s certification.

Review of Personnel Files:
The Director of Human Resources and/or Chief Compliance Officer will review a minimum of five (5)
human resources files at least annually to ensure compliance with the following:

o Attestation of “Support to the Deaf and Hard-of-Hearing Form” is completed at time of
hire;
o Certificate of Auxiliary Aids training within 60 days of hire; and
o Annual Auxiliary aids refresher training has been completed.

Review of Client Feedback:
The SPOC is responsible for reviewing all complaints/grievances regarding the provision of auxiliary aids
in a manner consistent with the agency’s Grievance Policy and Procedures. This review and response
shall be documented in an attached narrative to the complaint/grievance.

Grievance Form:
The Grievance Form must contain the following contact information: Florida Department of Children and
Families Office of Civil Rights, United States Department of Health and Human Services (HHS), and the
United States Department of Justice (USDOJ).

Monthly Summary Reports:
The Director of Human Resources or designee must review documentation that monthly summary
reports were submitted on a monthly basis consistent with the timeframes determined by DCF. This
review is to be completed at least annually

Record Retention:
All auxiliary aid documentation shall be kept a minimum of 10 years. The SPOC shall ensure that this
requirement is included in the Auxiliary Aids Plan
Notifications:
The SPOC shall ensure that all notifications, brochures, announcements, handbooks, etc. shall include a
statement, with contact information, regarding accommodations for individuals with disabilities are
made.

Inspection of Equipment:
The SPOC or designee shall inspect all auxiliary aid equipment at least annually to ensure they are in
proper working order. If he/she identifies a problem, working equipment must be obtained promptly to
ensure no disruption in services.

Facility Inspections:
At least annually, the SPOC or designee shall ensure that all facilities have the following signage or
information:

o Interpreter Services for the Hearing Impaired Poster;
o Department of Children and Families Non-Discrimination Poster; and
o Limited English Proficiency Poster;

In addition, the SPOC or designee must ensure that the agency’s Accessibility Plan is posted on the
agency’s website.

Staff Interviews:
The SPOC or designee shall complete at least two staff interviews annually to determine competence
with the Accessibility Plan requirements.

Deficiencies:

If any deficiencies are noted in the annual monitoring reviews or random reviews, the SPOC and Chief
Compliance Officer shall be notified, in writing, immediately so that corrections can be made. The SPOC
shall maintain a file with all documented deficiencies and a detailed description of the corrections that
were made to address the deficiencies.
Monitoring Tools:
Appropriate Evolutions Treatment Center staff shall utilize the following monitoring tools:

o Auxiliary Aids Plan Review;
o Auxiliary Aids Monitoring Plan Review;
o Auxiliary Aids File Review; and
o Auxiliary Aids Staff Interview.

SECTION 6 ENSURING ACCESSIBILITY PLANS
For Persons who need Auxiliary Aids:
1. Evolutions Treatment Center staff will conduct an assessment, prior to services, to determine the
customer or companion’s preferred method of communication. If necessary, staff may use the
approved Language Identification Flashcard. Staff shall consult with the customer to determine
his or her preferred communication method, and if applicable, with assigned caseworkers,
counselors, parents, family members, guardians or other representative. Staff shall accomplish
this by first completing the Customer Companion Communication Assessment Form and the
Request for or Waiver of Free Communication Assistance Form.
2. Staff will notify Evolution’s Single Point of Contact of the request for interpretive services. Staff
will provide a copy of the completed Customer Companion Communication Assessment Form and
the Waiver of Free Communication Assistance Form to the Single Point of Contact.
a) The SPOC will determine, based on the documents submitted and a conversation with
the referral sources (supervisor and/or staff) if (1) it is an emergency situation, and (2) if
the auxiliary aid is essential.
b) If the auxiliary aid is deemed essential, the SPOC will inquiry specifically what is being
requested by the client (attempting to secure the client’s preference), and what
appointment times will be convenient to the client.
c) The SPOC will then contact the ADA/Section 504 Coordinator for consultation if needed.
d) The SPOC may also contact Florida Relay (711).
3. The communication options for persons who are deaf or hard of hearing may include but not
limited to the Florida Relay Service, TDDs (Telecommunication Devices for the Deaf), FAX
(Telephone Facsimile Transmittal), phone amplifiers, qualified or certified sign language
interpreters, flash cards, lip-reading, written notes, supplementary hearing devices, charts, signs
or a combination of these, as appropriate.
4. If an interpreter is needed, the Single Point of Contact shall contact a certified interpreter from
their listing of interpreter services. The Single Point of Contact shall obtain verification of the
interpreter’s certification.

5. Evolution’s Chief Executive Officer (or designee) with budget approval has the responsibility for
approving the request and obtaining the appropriate auxiliary aid and service.
6. The use of auxiliary aids, certified sign language interpreters, or translators will be at no cost to
the customer or companion.
7. Documentation of Customer Companion Communication Assessment form shall be recorded in
the case file or record. An initial communication assessment form must be completed and
maintained for every deaf or hard of hearing customer even if the customer or companion
completes the waiver form.
8. Each customer or companion who are deaf or hard of hearing shall be provided a Customer
Companion Feedback form by the Single Point of Contact, or designee, following their visit. The
Customer Companion Feedback form is provided to the customer or companion to determine
the effectiveness and appropriateness of the auxiliary aid or service provided and the
performance of the interpreter provided. Staff shall document in the case notes indicating the
form was provided. Staff will provide assistance, if requested, in completing the form.

9. Department supervisors are to submit a completed Auxiliary Aid Service Record Monthly
Summary Report to the Single Point of Contact by the 5th of every month detailing the
use/non-use of any auxiliary aid services.

For Persons who have Low Vision or Blind (Except those that are deaf or Hard of Hearing):
o It is a common perception among the public that persons who are blind read Braille. However,
most persons who are legally blind do not use Braille as a reading medium. Among legally blind
students registered as such by the American Printing House for the Blind, only 10 percent use
Braille as their primary reading medium. It is estimated that 8 percent of all legally blind adults
are able to use Braille.
o It is important that the client determines the best method of communication. While Braille may
be offered as an alternative, always communicate with the customer to determine the best
method of providing services to them in an equitable and effective manner.
o Staff shall document in the client’s file the type of auxiliary aid and service provided during their
contact with the client.

Translation of Written Materials:
Translating documents to ensure effective communication will depend upon the customer or
companions preferred method. Staff may be required to translate written documents in Braille, taped
recordings or large print to ensure equal access to services offered by Evolutions Treatment Center.

Provision of Interpreters in a Timely Manner:
Staff shall provide interpreters for customers and companions who are deaf or hard of hearing in a
timely manner in accordance to the following standards:
o If it is a scheduled appointment, you must have a certified interpreter at the time of the
scheduled appointment. If the interpreter fails to appear, staff shall take whatever additional
actions are necessary to make a certified interpreter available to the customer or companion as
soon as possible, but in no case later than two (2) hours after the scheduled appointment, or as
convenient to the customer or companion.
o If it is a non-scheduled appointment or non-emergency situation, you must provide a certified
interpreter within two (2) hours of the request, or at least by the next business day. In
emergency situations an interpreter shall be made available as soon as possible, but in no case
later than two (2) hours from the time the customer or companion requests an interpreter,
whichever is earlier.
o Non-Scheduled Interpreter Requests. If the situation is not an emergency, staff shall offer to
schedule an appointment (and provide an interpreter where necessary for effective
communication) as convenient to the customer or companion, but at least by the next business
day.
o Scheduled Interpreter Requests. For scheduled events, staff shall make a certified interpreter
available at the time of the scheduled appointment. If an interpreter fails to appear for the
scheduled appointment, staff shall take whatever additional actions are necessary to make a
certified interpreter available to the customer or companion who is deaf or hard of hearing as
soon as possible, but in no case later than two (2) hours after the scheduled appointment.

Other Means of Communication:
Staff shall continue to try to communicate with the customer or companion who is deaf or hard of
hearing insofar as the customer or companion seeks to communicate, between the time an interpreter is
requested and the time an interpreter arrives.
o Sign language interpreters must be nationally certified.
o The use of assistive devices (vibratory alarms) will be incorporated with relevant services (tactile
communication) for persons with multiple disabilities such as deafness and blindness. o If the
individual declines the use of the sign language interpreter, or other auxiliary aids, the client’s file
must be noted, utilizing the Customer or Companion Request for Free Communication Assistance or
Waiver of Free Communication Assistance form. The use of this form does not waive Evolution’s
responsibility to ensure effective 23 communication; meaning the client’s right to waive services
does not void Evolutions Treatment Center from obtaining an interpreter to ensure effective
communication is occurring.
o Minor children should never be used as interpreters.
o Avoid using family members, children, friends, and untrained volunteers as interpreters because
it is difficult to ensure that they interpret accurately and lack ethical conflicts.

Identification of Ineffective Auxiliary Aids:
If the client determines that the auxiliary aid originally agreed upon is ineffective, staff must notify the
SPOC immediately. Staff should also work with the client to identify alternatives that may be better to
assist in communication.

Denial of Auxiliary Aids and Services:
Only the Single Point of Contact and/or the President/CEO can approve denying auxiliary aids and
services.
If Evolutions Treatment Center staff determines after conducting the communications assessment that
the communication situation is not Aid Essential and does not warrant provision of the auxiliary aid or
service requested by the customer or companion, he/she must immediately seek consultation with their
supervisor.
o The supervisor and the staff member will contact the Single Point of Contact within 24 hours to
discuss the case.
o The Single Point of Contact will be responsible for consulting the 504/ADA Coordinator prior to
issuing a decision to the client. This consultation shall be documented by the Single Point of
Contact, with a copy provided to the staff member for dissemination to the client.
o If it is been determined that the client has been denied these requested services, the staff
member shall advise the client of the denial of the requested service and shall document the
date and time of the denial, the name and title of the staff member who made the
determination, and the basis for the determination. Evolutions Treatment Center Staff staff shall
provide the customer (and companion, if applicable) with a copy of the denial.
o Staff shall record the denial of the requested auxiliary aid or service on the Customer or
Companion Communication Assessment and Auxiliary Aid/Service Record.
o Staff shall also record the denial of requested service in the client’s chart.
o Notwithstanding the denial, Evolution’s staff shall nonetheless ensure effective communication
with the Customer or Companion by providing an alternate aid or service which must be
documented and recorded in the client’s file.
All the interpreters below have been verified and require certification

AMERICAN SIGN LANGUAGE (ASL) INTERPRETERS
1. Accessible Communication for the Deaf (ACD) 954-578-3081; videophone: 954-519-2975
www.acdasl.com
2. Birnbaum Interpreting Services, 800-471-6441, www.bisworld.com
3. CODA Link, Inc. 954-423-6893; 24-Hour Emergency Service: 954-557-5166 www.codalinkinc.com

4. Deaf Communications Specialists, 888-332-3266, www.deafcom.us
5. Deaf Services Unlimited, 800-930-2580 www.deafservicesunlimited.com
6. Interpreters Unlimited 800-726-9891 www.interpretersunlimited.com (apps avail)
7. Nationwide Interpreter Resource (NIR) 561-362-0594, 888-NIR-9788
www.nationwideinterpreterresource.com
8. Registry of Interpreters for the Deaf (RID), 703-838-0030, www.rid.org
9. SignOn , 206-632-7100, VP: 206-445-7434, www.signonasl.com 10. Tavia Mays 772-240-8655
taviamays@gmail.com 11. Translations USA 772-223-2101 www.trans-usa.org 12. TransPerfect
Connect www.transperfectconnect.com
FOREIGN LANGUAGE
1. Gateway Languages 877-393-2424 www.gatewaylanguages.com
2. Language Line 800-752-6096, www.languageline.com
3. Link Translations & Typesetting, Inc. 877-272-5465 www.linktranslations.com
4. Optimal Phone Interpreters 877-746-4674 www.callopi.com
5. Pacific Interpreters, 800-311-1232, www.pacificinterpreters.com
6. Translations USA 772-223-2101 www.trans-usa.org
7. TransPerfect Connect www.transperfectconnect.com

Community Health Needs and Assets Assessment
Objective:
Ensure services reflect the cultural and linguistic diversity and needs of the communities served by
regularly assessing local health conditions, gaps, and strengths.
Action Steps:
● Conduct a Community Health Needs Assessment (CHNA) every 3 years and update interim
findings annually.
● Include data collection on race, ethnicity, language, socioeconomic status, social determinants of
health, and behavioral health trends.
● Engage local partners, community organizations, and clients from underrepresented populations
during the assessment process.
● Use findings to tailor service design, outreach strategies, staffing plans, and program
development.
● Share assessment results with staff, leadership, and the community to promote transparency and
accountability.
Responsible Parties:
Strategic Planning Team, Community Engagement Coordinator, Program Development Leads
Timeline:
Full CHNA every 3 years; Interim updates annually

Communication and Transparency
Objective:
Ensure transparency and accountability by communicating CLAS implementation progress to stakeholders
and the public.
Actions:
● Publish an annual CLAS progress report summarizing key outcomes, improvements, and goals.
● Share updates in stakeholder meetings, community forums, and on the agency’s website.
● Include community voices in communication strategies through advisory boards and client
testimonials.
● Disseminate key performance data in accessible formats and languages.
Responsible Parties:
Communications Manager, Executive Leadership, Community Engagement Team
Timeline:
Annual report publication; Ongoing updates