Why This Measure Matters​

Will help all constituents and customers experience positive, satisfying, interactions with County government.

What’s the Story?​

1. Establish Clear Accessibility Policies & Standards

· Adopt formal accessibility policies (ADA, Section 504, Section 508, WCAG 2.1 AA).

· Require all departments to include accessibility in planning, budgeting, and performance metrics.

· Create service-level agreements (SLAs) that define response times for accessibility requests.

 2. Improve Digital Accessibility

· Ensure all county websites, mobile apps, forms, and PDFs meet WCAG 2.1 AA.

· Provide multiple formats for information (HTML, PDF, audio, large print).

· Use plain language and multilingual content.

3. Enhance Physical Accessibility

· Conduct regular audits of buildings, signage, paths of travel, counters, restrooms, and parking.

· Provide accessible seating, induction hearing loops, tactile signage, ADA-compliant desks/counters.

· Ensure service animals are accommodated.

4. Expand Communication Accessibility

· Offer multiple communication methods: phone, email, SMS, relay services, chat, in-person, video.

· Provide interpretation/translation services for non-English speakers.

· Provide accessible communication options for Deaf, hard-of-hearing, blind, low-vision, or neurodivergent individuals.

5. Provide Accessible Public Engagement

· Ensure public meetings, hearings, and community events include interpretation, captioning, and accessible materials.

· Offer hybrid/virtual options to reduce barriers.

· Provide transportation assistance when feasible.

6. Train County Staff Regularly

· Provide mandatory accessibility training for customer service, front-line staff, IT, emergency management, and leadership.

· Include topics such as ADA basics, assistive technologies, accessible communication, and sensitivity training.

 7. Implement Feedback and Continuous Improvement

· Encourage public feedback on accessibility of services.

· Track complaints, service delays, or access barriers in a centralized system.

· Conduct annual accessibility reviews of programs and services.

· Public dashboards for transparency (ClearPoint)

8. Support Assistive Technologies

· Ensure public-facing computers, kiosks, and service counters support assistive technologies.

· Provide adaptive equipment in customer service areas.

Target

Phase 1: Assessment

·       Complete digital + physical accessibility audits

·       Identify barriers and gaps

·       Establish priorities and timelines

Phase 2: Standardization

·       Create accessibility policy

·       Train staff

·       Deploy tools for scanning and monitoring

Phase 3: Improvement

·       Remediate websites, forms, and facilities

·       Implement alternative communication channels

·       Update customer service scripts and procedures

Phase 4: Oversight

·       Launch feedback loops (5.2.a)

·       Annual reviews and continuous improvement

Reporting Frequency​

Annually