Performance audit, Arizona Council for the Hearing Impaired, the telecommunication device for the device program

              PERFORMANCE AUDIT
ARIZONA COUNCIL FOR
THE HEARING IMPAIRED
THE TELECOMMUNICATION DEVICE FOR
THE DEAF PROGRAM
Report to the Arizona Legislature
By the Auditor General
December 1987
87- 13
DOUGLAS R. NORTON. CPA
AUDITOR GENERAL
STATE OF ARIZONA
OFFICE OF THE
AUDITOR GENERAL
LINDA J. BLESSING, CPA
DEPUTY AUDITOR GENERAL
December 8, 1987
The Honorable John Wettaw, Chairman
Joint Legislative Budget Committee
State Capitol - House Wing
Phoenix, AZ 85007
Dear Mr. Wettaw:
Enclosed is the following report:
A Performance Audit of the Arizona
Council for the Hearing Impaired
This report will be released to the news media and the general public on
December 9, 1987.
Douglas R. Norton
Auditor General
- ri 1
/ Jd t 2. L; . L& 2L% e( ;&
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,+ i*
Linda J. Blessing C
Deputy Auditor General
Enclosure
cc: Senator Jack Taylor
Vice- Chairman, JLBC
2700 NORTH CENTRAL AVE. @ SUITE 700 @ PHOENIX, ARIZONA 85004 O ( 602) 255- 4385
DOUGLAS R. NORTON. CPA
AUDITOR GENERAL
STATE OF ARIZONA
OFFICE OF THE
AUDITOR GENERAL
LINDA J. BLESSING, CPA
DEPUTY AUDITOR GENERAL
December 8, 1987
Members of the Arizona Legislature
The Honorable Evan Mecham, Governor
Ms. Bonnie Tucker, Chairman
Arizona Council for the Hearing lmpaired
Transmitted herewith is a report of the Auditor General, A Performance Audit of the
Arizona Council for the Hearing Impaired conducted in response to a June 2, 1987,
resolution of the Joint Legislative Oversight Com mittee. In addition, the
Telecommunication Device for the Deaf and the Relay Service Program was reviewed
as required by Chapter 35 of the 1985 session laws.
The report focuses on the Telecommunication Device for the Deaf and the Relay
Service Program which is overseen by the Arizona Council for the Hearing Impaired.
We found that this Program meets an important need; however, the current excise
tax will not provide adequate revenue to fund the Program. We also found that
training provided to recipients of telecommunication devices for the deaf should be
improved. Finally, we found that the Arizona Council for the Hearing lmpaired has
not adequately monitored the performance of the contractor providing relay services
for the deaf and hearing impaired.
My staff and I will be pleased to discuss or clarify items in the report.
Respectfully submitted,
D O U ~ RS. Norton
Auditor General
Staff: William Thomson
Mark Fleming
Kim H ildebrand
Linda Manning
Cindy Stark
Enclosure
2700 NORTC- 1 CENTRAL AVE. 6 SUITE 700 @ PliDEI\ IIX, ARIZONA 85004 0 ( 602) 255- 4385
SUMMARY
The Office of the Auditor General has conducted a performance audit of the Arizona
Council for the Hearing Impaired ( A C HI) in response to a June 2, 1987, resolution of
the Joint Legislative Oversight Committee. This performance audit was conducted
as part of the Sunset Review set forth in Arizona Revised Statutes $ 941- 2351 through
41- 2379. In addition, the Telecommunication Device for the Deaf and the Relay
Service Program was reviewed as required by Chapter 35 of the 1985 session laws.
Telecommunication Services
Meet An Important Need ( see pages 11 through 15)
The Telecommunication Device for the Deaf and Relay Service Program provides a
needed service. The program permits hearing and speech impaired individuals to
communicate via the telephone with other individuals who have a telecommunication
device for the deaf ( TDD). The statewide dual party relay system enables TDD users
to communicate with those who do not have a TDD with an operator as an
intermediary. TDD users describe the program as " invaluable" and some say that the
machines are a daily part of their lives.
Need for the relay service is demonstrated by the growing demand for the service.
A l l areas of the service have been expanded since the program began in March 1987,
yet the current relay system cannot handle user demand. The number of calls to the
service continues to increase, and some callers report hold times of up to ten minutes
or more in trying to place calls through the service. This growing demand has
occurred without widespread advertising of the availability of the service. Projected
demand for the service is expected to exceed the maximum capacity of existing
equipment within six months.
The Telecommunications Excise Tax W i l l Not Provide
Adequate Revenue To Fund The Relay Program ( see pages 17 through 20)
The current tax on telephone services will not generate the revenue needed to
provide adequate telecommunications services for Arizona's hearing impaired
citizens. The tax is equal to two- tenths of 1 percent of the monthly phone
line service charge paid by all residential and business customers. This amounts to
approximately $. 02 monthly per line. The tax generates approximately $ 45,000 per
month, while projected monthly expenses for November 1987 are approximately
$ 69,000. ACHl had accrued a balance of funds which enabled it to cover monthly
expenses above monthly revenues. However, at projected service levels the fund
balance will be depleted by June 1988 and ACHl will lack the necessary funds to
maintain the relay service at even minimal levels.
ACHI will need approximately $ 62,000 per month to continue the program into fiscal
year 1989 at current service levels. Raising the tax from 0.2 percent to 0.3 percent
should increase monthly revenues to approximately $ 67,500. However, if service
levels are increased to meet the rising demand for the program, additional funding
may be necessary to cover new equipment, increased operator hours and other related
expenses.
Training In Use Of Telecommunications Devices For The Deaf
Should Be Improved ( see pages 21 through 23)
Training provided to recipients of telecommunications devices for the deaf does not
ensure that all recipients can use the machines. Although all received training, two
of the 22 recipients interviewed by Auditor General staff do not use their TDDs
because they do not know how. Furthermore, the contractor providing the training
says many people return to the distribution centers requesting additional training.
Limiting class sizes and structuring the classes to include persons with similar
degrees of impairment and communication skills would help resolve the problem.
Arizona Council For The Hearing lmpaired
Needs To Monitor Relay Contract ( see pages 25 through 27)
Arizona Council for the Hearing lmpaired has not adequately monitored the
performance of the contractor providing relay services for the deaf and hearing
impaired. Basic relay system services are provided by Valley Center of the Deaf
( VCD). Auditor General staff found that VCD has not complied with several
important provisions of the contract with ACHI. Contrary to the contract, VCD does
not give operators written and practical tests prior to job assignments, the center has
not developed a 40- hour training curriculum for operators, and the center does not
perform timely evaluations of operator skills. These requirements are essential for
assessing operator performance and determining areas where additional training is
needed. Failure to comply with these requirements may contribute to poor quality
service.
TABLE OF CONTENTS
Page
INTRODUCTION AND BACKGROUND . . . . . . . . . . . . . . . . . . 1
SUNSETFACTORS . . . . . . . . . . . . . . . . . . . . . . . . . 7
FINDING I: TELECOMMUNICATIONS SERVICES
MEET AN IMPORTANT NEED . . . . . . . . . . . . . . . . . . 11
Telecommunications Services Are Essential
For Hearing And Speech Impaired Citizens . . . . . . . . . 11
Demand For Relay Services Exceeds Capacity . . . . . . . . 12
Recommendation . . . . . . . . . . . . . . . . . . . . . . 15
F l ND I NG I I : THE TELECOMMUN l CAT l ONS EXC l SE TAX W l LL NOT
PROVIDE SUFFICIENT REVENUE TO FUND THE RELAY PROGRAM . . . 17
Monthly Costs Exceed Revenues . . . . . . . . . . . . . . . 17
Additional Funding Will Be Needed To Continue Program . . . 19
Recommendations . . . . . . . . . . . . . . . . . . . . . . 20
FINDING I l l : TRAINING IN USE OF TELECOMMUNICATIONS DEVICES
FOR THE DEAF SHOULD BE IMPROVED . . . . . . . . . . . . . . 21
Training Problems I d e n t i f i e d . . . . . . . . . . . . . . . 21
New Contract May Not Address Training D e f i c i e n c i e s . . . . 23
Recommendation . . . . . . . . . . . . . . . . . . . . . . 23
F l NDlNG IV: ARl ZONA COUNCl L FOR THE HEAR l NG IMPAIRED
NEEDS TO MONITOR RELAY CONTRACT . . . . . . . . . . . . . . 25
Important Contract Provisions Are Not Met . . . . . . . . . 25
ACHl Should Monitor Performance On Regular Basis . . . . . 26
Recommendations . . . . . . . . . . . . . . . . . . . . . . 27
OTHER PERTINENT lNFORMATlON . . . . . . . . . . . . . . . . . . 29
AREAS FOR FURTHER AUDIT WORK . . . . . . . . . . . . . . . . . . 31
AGENCY RESPONSE . . . . . . . . . . . . . . . . . . . . . . . . 32
L l S T OF TABLES
Page
TABLE 1 ARIZONA COUNCIL FOR THE HEARING IMPAIRED
BUDGET FOR FISCAL YEARS 1985 - 1988 . . . . . . . . . 4
TABLE 2 PROJECTED REVENUES VS. PROJECTED EXPENSES . . . . . . 19
L l S T OF FIGURES
FIGURE 1 TELECOMMUNICATION DEVICE
FOR THE DEAF. . . . . . . . . . . . . . . . . . . . . 2
FIGURE 2 RELAY SERVICE OPERATOR STATION . . . . . . . . . . . 3
FIGURE 3 NUMBER OF RELAY CALLS
MARCH 1987 - SEPTEMBER 1987 . . . . . . . . . . . . . 13
FIGURE 4 NUMBER OF ABANDONED CALLS
COMPARED TO NUMBER OF CALLS HANDLED
MARCH 1987 - SEPTEMBER 1987 . . . . . . . . . . . . . 14
FIGURE 5 TELECOMMUNICATIONS SERVICES FOR THE DEAF
FUND EXPENSES JULY 1986 - SEPTEMBER 1987. . . . . . . 18
INTRODUCTION AND BACKGROUND
The Office of the Auditor General has conducted a performance audit of the
Arizona Council for the Hearing lmpaired in response to a June 2, 1987, resolution
of the Joint Legislative Oversight Committee. This performance audit was
conducted as part of the Sunset Review set forth i n Arizona Revised Statutes
9941- 2351 through 41- 2379. In addition, the Telecommunication Device for the
Deaf and Relay Service Program ( ' I was reviewed as required by Chapter 35 of
the 1985 session laws.
The Arizona Council for the Hearing lmpaired ( ACHI) was established in 1977 and
funded in 1978. The Council is comprised of 13 members and three administrative
staff, including the Executive Secretary who is appointed by the Council.
The Council acts as a statewide information referral center for hearing impaired
individuals. ACHI provides information in several ways, including a weekly
television program, quarterly news bulletins, monthly updates and pamphlets.
ACHI also studies problems that affect the deaf and takes action to resolve them
when possible. The Council was instrumental in the passage of legislation for early
identification of hearing loss in infants. The Council is currently attempting to
establish a statewide certification program for interpreters in legal proceedings, and
has aided the development of an interpreter training program at Phoenix College.
Telecommunication/ Relay Services
ACHI was given responsibility for implementing The Telecommunication Devices for
the Deaf ( TD D) and Relay Service Program in April 1985. Senate Bill 1010, designed
to " make all phases of public telephone service available to persons who are deaf or
Chapter 35 of the 1985 session laws r e f e r s to the program as the Telecommunication
Device f o r the Deaf Program. Because t h i s program e n t a i l s two separate functions,
it i s referred to w i t h i n the audit report as the Telecommunication Device f o r the
Deaf and Re1 ay Service Program.
severely hearing or speech impaired," established the TDD and Relay Service
Program. ACHl has contracted with Catholic Community Services ( ' ) for the
distribution of TDDs and the operation of the Relay Service.
TDD distribution began in July 1986, and as of August 31, 1987, 1,319 TDDs had
been distributed in Arizona. TD Ds attach directly to a telephone and allow deaf and
speech or hearing impaired individuals to communicate with others who also have
TDDs ( Figure 1).
FIGURE 1
TELECOMMUNlCATlON DEVICE FOR THE DEAF
(' 1 Catholic Community Services does business as Valley Center of the Deaf.
The dual party telephone relay service, established in March 1987, enables hearing
and speech impaired persons to crsmmunicate by telephone with hearing persons
( Figure 2). The relay service provides statewide 24-- hour service. Hearing and
speech impaired persons call the relay service using a TD D. The relay service then
calls the hearing person and relays the conversation from impaired person to hearing
person. In addition, hearing persons casl the relay service to contact hearing
impaired persons with TDDs. For example, a doctor can talk to a hearinglspeech
impaired patient through the relay service.
FIGURE 2
RELAY SERVICE OPERATOR STATION
Operators can receive voice or TDD c a l l s . When a deaf person uses a TDD to c a l l the relay
center, the TDD message i s displayed on the operator's monitor. The operator then verbally
relays the message to a hearing person through a headset. The hearing person's response i s
typed back to the TDD user through the computer keyboard.
Dual party relay service is a fairly new concept. According to Joseph Heil, a New
Jersey consultant and retired AT& T Disabled Service and Product Coordinator,
Arizona is one of two major pacesetters in this area. Arizona and California are the
first states to enact legislation that mandates the operation of a statewide 24 hour
relay service.
The Telecommunication Device for the Deaf and Relay Service Program is funded
by an excise tax equal to two- tenths of 1 percent of the monthly phone line service
charge paid by all residential and business customers. This tax is temporary, and
expires on June 30, 1988. One full- time equivalent employee ( FTE), who works
exclusively on the program, is funded by the tax. As of August 1987, almost $ 1.1
million had been collected since the tax became effective on June 38, 1985.
Staffing And Budget
For fiscal year 1986- 87 ACHl had three administrative staff personnel: an
Executive Director, an Administrative Assistant and an Administrative Secretary.
The Council staff and activities are funded by the Legislature from the State's
General Fund, with the exception of The Telecommunication Device for the Deaf
and Relay Service Program. The Council's budget for fiscal years 1984- 85 through
1987- 88 is shown in Table 1.
TABLE 1
FTE
ARIZONA COUNCIL FOR THE HEARING IMPAIRED
BUDGET FOR FISCAL YEARS 1984- 85 THROUGH 1987- 88
( unaudi ted)
Expenditures:
Personal Services
Employee Related
Professional Services
Travel ( I n State)
Travel ( Out o f State)
Other Operating Exp.
Equ i pmen t
TOTAL EXPEND l TURES
Actual
1984- 85
Actual
1985- 86
Actual
1986- 87
Approved
1987- 88
Source: Compi led by Auditor General s t a f f from State of Arizona Appropriations
Report Fiscal Years 1986- 87 and 1987- 88, and ACHl report from
Department of Administration for 1987 expenditures.
Scope And Methodology
Our audit of The Arizona Council for the Hearing Impaired and the
Telecommunication Device for the Deaf and Relay Service Program concentrated on
the distribution of telecommunication devices and the statewide telephone relay
service. The report presents findings in the following areas.
0 Need for the Telecommunication Device for the Deaf and Relay Service
Program
0 Level of funding for the Telecommunication Device for the Deaf and Relay
Service Program
a Training for TDD users
0 Contract Monitoring
A major part of the audit work was a survey of TDD recipients to determine the
adequacy of distributionlrelay services. The sample was limited to 22 individuals,
because of the difficulty of interviewing deaf persons and the potentially low
response rate from a mail survey. Seven TDD recipients from Tucson and 15
recipients from Phoenix were interviewed in person.(') Although the small
sample is not statistically significant, the responses provide a qualitative assessment
of the distributionlrelay program.
Due to time constraints, we were unable to address one potential issue identified
during our preliminary audit work. The section Area for Further Audit Work
describes this potential issue.
The audit was conducted in accordance with generally accepted governmental
auditing standards.
The Auditor General and staff express appreciation to The Arizona Council For The
Hearing Impaired, Director and staff for their cooperation and assistance during the
course of our audit.
I n t e r p r e t e r s assisted i n some interviews.
6
SUNSET FACTORS
In accordance with Arizona Revised Statutes ( A. R. S.) 541- 2354, the Legislature
should consider the following 12 factors in determining whether the Arizona Council
for the Hearing lmpaired ( ACHI) should be continued or terminated.
I. The objective and purpose in establishing the Arizona Council for the Hearing
Impaired
ACHl was established as an advocacy program in response to needs and
concerns expressed by Arizona's deaf residents. A C HI was created in 1977 as
the Arizona Council for the Deaf. Its originating statute, A. R. S. 936- 1943,
requires that the agency " study the handicapping problems afflicting the deaf
and hard of hearing of all ages, review the administration and operation of the
various programs for the deaf and hard of hearing in this state and make
recommendations concerning such problems and programs to the several
agencies and institutions represented on the council as the council deems
necessary and proper." In 1985 the Council was renamed the Arizona Council for
the Hearing lmpaired through Senate Bill 1085. The intent of this legislation
was to expand representation on the Council to hard of hearing persons, and
instruct the Council to address issues and concerns of this group.
2. The effectiveness with which ACHl has met its objective and purpose and the
efficiency with which it has operated
The Council has been effective in meeting its prescribed objectives and
purpose. The Council helped establish a sign language interpreter training
program at Phoenix College, worked to reduce long distance telephone rates for
telecommunication device for the deaf ( TDD) users, and is helping promote
installation of amplification for hearing aid users in public facilities. In
addition, the Council helped design and supported Senate Bill 1334, which
established early identification of hearing loss in neonates and infants.
According to the Director, ACHl has distributed more than 500,000 pieces of
literature to the public through public awareness booths at the State fair,
county fairs, classroom presentations, workshops, conventions, seminars, public
festivals, monthly updates and newsletters.
3. The extent to which the Council has operated within the public interest
The public served by A C HI includes the hearing impaired population throughout
the State of Arizona. ACHl is operating within the public interest by
addressing problems confronting hearing impaired people. For example, ACHl
was an advocate in establishing a mental health program for the hearing
impaired, and oversees the statewide Telecommunication Device for the Deaf
and Relay Service Program. Furthermore, A C HI cosponsors a weekly one- half
hour statewide television program for and about the deaf. Recently, the
Council arranged for the closed captioning of the Pope's visit.
4. The extent to which rules and regulations promulgated by ACHl are consistent
with the legislative mandate
According to the Attorney General's Office, the rules and regulations
promulgated by A C HI are consistent with its legislative mandate.
5. The extent to which ACHl has encouraged input from the public before
promulgating its rules and regulations and the extent to which it has informed
the public as to its actions and their expected impact on the public
Two public hearings were held regarding the Telecommunication Device for the
Deaf Program rules and regulations: one in Tucson and one in Phoenix, with
total attendance of approximately 400 persons. A C HI meetings are conducted
in accordance with State open meeting laws, including proper posting of
meeting notices.
6. The extent to which ACHI has been able to investigate and resolve complaints
that are within its jurisdiction
ACHl's enabling legislation did not establish a formal complaint review
process. However, as set forth in ACHl rules, complaints about the relay
service can be filed with the relay center or the Council. According to ACHl's
Director, the intent of this rule was to address confidentiality or operator
misconduct complaints. However, the majority of complaints involve long hold
times and inability to get through to the relay center. ACHl is currently
working with the relay center to reduce hold times by expanding the number of
operator hours and requiring the center to evaluate operator performance.
7. The extent to which the Attorney General or any other applicable agency of
State government has the authority to prosecute actions under enabling
legislation
ACHl's enabling legislation provides limited authority to prosecute for loss or
damage to a State provided TD D.
8. The extent to which ACHl has addressed deficiencies i n i t s enabling statutes
which prevent it from fulfilling its statutory mandate
According to the Director, ACHl has been involved in legislation to expand the
Council's scope to include the hard of hearing, and is presently reviewing
legislation to continue funding for the Statewide Telecommunication Device for
the Deaf and Relay Service Program.
9. The extent to which changes are necessary in the laws of AC HI to adequately
comply with the factors listed in the Sunset Factors
Funding for the Telecommunication Device for the Deaf and Relay Service
Program will expire June 30, 1988, under A. R. S. 942- 1472. Through this
program telecommunication devices are distributed to the deaf, hearing and
speech impaired at no cost. In addition, the program operates a 24- hour
statewide dual party relay service. The program makes phone communication a
reality for deaf, hearing and speech impaired persons, and appears to provide a
needed service.
Based on our audit work we recommend that the Legislature consider:
I. Continuing the Telecommunication Device for the Deaf and Relay
Program ( see Finding I).
2. Continuing funding for this Program ( see Finding 11).
10. The extent to which the termination of ACHI would significantly harm the
public health, safety or welfare
Terminating the Council could impact the welfare of the hearing impaired
persons which it serves. If ACHI were terminated, the State would lose a
valuable resource. According to ACHl's Director, the Council has been a key
liaison for hearing impaired persons and is the key consultant for the Governor
and State Legislature on issues relating to the hearing impaired. In addition, i f
the Council were terminated another agency would have to oversee the
Telecommunication Device for the Deaf and Relay Service Program or this
program would be discontinued.
11. The extent to which the level of regulation exercised by AC HI is appropriate
and whether less or more stringent levels of regulation would be appropriate
A C HI has some regulatory responsibility involving interpreters used in legal
situations. Under A. R . S. $ 336- 1946 and 12- 242, the Council determines what
constitutes a " qualified" interpreter for legal proceedings involving deaf
persons. Only interpreters with certificates approved by the Council shall be
appointed by the courts. ACHl has approved several certificates that qualify
interpreters for legal proceedings, and this appears to be an appropriate level of
regulation. However, the few interpreters holding approved certificates may be
inadequate to f u l f i l l the intent of the law ( see Other Pertinent Information,
Page 29).
12. The extent to which ACHI has used private contractors in the performance of
its duties and how effective use of private contractors could be accomplished
ACHI currently uses private sector contractors for the Telecommunication
Device for the Deaf and Relay Program. For example, ACHl contracts with
Catholic Community Services to distribute TDDs and signal lights and to
operate the relay center. In addition, ACHI contracts with four private
contractors to supply TDD and signal light equipment. Existing contracts may
exceed $ 600,000 in fiscal year 1987- 88.
FINDING I
TELECOMMUNICATIONS SERVICES MEET AN IMPORTANT NEED
The Telecommunication Device for the Deaf ( TDD) and Relay Service Program
provides a needed service. The telecommunications services provided by the
Arizona Council for the Hearing Impaired ( ACHI) allow hearing and speech impaired
persons to communicate more readily with others. The need for the services is
indicated by the fact that demand exceeds the relay service's a b i l i t y to provide
adequate, quality service.
Telecorn rnunications Services A re Essential
For Hearing and Speech l rnpaired Citizens
The Telecommunications Device for the Deaf and Relay Service Program has made
telephone communication a r e a l i t y f o r hearing and speech impaired persons. TDDs
allow them to communicate via the telephone with other individuals who have a
TDD, and the statewide dual party relay system permits communication with those
who do not have a TDD.
TDD users describe the distributionlrelay services as invaluable. Interviews with
some recipients of the state issued TDDs revealed that these machines are a daily
part o f most of their lives. Fifteen of 22 TDD owners(') interviewed use their
TDDs daily. Nine said they use their TDDs more than three times a day. Some TDD
recipients expressed strong appreciation for the TD DIRelay Program.
" I think TDDs are v i t a l to allow deaf [ persons] to communicate with others
and would hate to see program discontinued."
"[ I] love it, got one TDD for my daughter so we could talk.
Wish we got them long, long ago."
A u d i t o r General s t a f f interviewed 22 TDD r e c i p i e n t s t o o b t a i n i n f o r m a t i o n about the
TDD/ Relay program ( see methodology section on page 5 of I n t r o d u c t i o n and
Background).
"[ Wle, the hearing impairedldeaf people really need it very deeply and badly.
It helps us stand on our feet to be able to make calls ourselves.
" Before [ we were] unable to communicate with people other than face to face,
couldn't use the phone. Now [ it is] wonderful, [ there is a] changed atmosphere
in house. [ I1 can do without everything except the phone. [ I can1 remain in
contact with rest of the world. One of greatest inventions of [ my] lifetime."
" Now we can call the doctor, can call work, look for work, call work i f sick.
[ it] really helps us to be independent."
These statements convey the importance of the TDDIRelay Program to these hearing
and speech impaired. Without it, many hearing and speech impaired persons would
face increased isolation from the outside world.
Demand for Relay Services Exceeds Capacity
The need for the Relay Service Program is clearly demonstrated by the growing
demand for its services. Current relay capacity cannot handle user demand, as
evidenced by the increasing volume of calls, time on hold and the high number of
abandoned calls. In addition, projected demand is expected to exceed the maximum
capacity of existing equipment within six months.
Although the exact number of people served by this program could not be determined,
demand for the statewide dual party relay system has increased steadily since the
service was started in March 1987. The number of incoming calls handled each month
increased from 7,100 to more than 11,200 in the program's first five full months of
operation ( Figure 3). The number of calls from TDD users increased by 43 percent
between April and September. Further, the increased use is not limited to the
hearing impaired. During the same time period, the number of voice calls "'
handled per month almost doubled from 1,136 to 2,251. The total number of outgoing
calls handled by the relay center actually exceeds the incoming call volume because
the relay service permits callers to make an unlimited number of calls out each time
they call in. Thus, for the 10,817 calls into the relay center in September,
approximately 20,500 outgoing calls were made by the center.
( ' 1 A voice c a l l i s made t o the r e l a y center by a h e a r i n g person t o c o n t a c t a TDD user.
12
FIGURE 3
NUSBER OF RELAY CALLS (" I
March 1987 - September 1987
35000 T Total Calls
/ - ....................
/ ..-.-.. ................-_-_ __----_-- __-.-_.-*_.-_ I.-.----- - --/ ---- ---- .*..-, ..--.- ------ ---- A* TDD Calls
,. +,-- -- / Voice Calls
............... ................................................................ ............................ .........................
0
Mar Apr May Jun Jul
Month
Abandoned calls not included.
Source: Auditor General staff analysis of relay center call data obtained from
Valley Center of the Deaf.
The relay service has expanded its capacity to address increased demand. The
system began with eight phone lines, seven operator stations and 2,000 operator
hours per month. Within six months the the relay center was using 23 phone lines,
ten operator stations and authorized 4,000 operator hours per month.
Despite these increases, user demand still exceeds relay capacity. The length of
time persons remain on hold appears high. According to the relay contractor, the
majority of complaints regarding relay service refer to accessibility and long hold
times. Although A CHI set a goal of 30 second hold time, some users have waited
over ten minutes for an operator. Eleven of the 13 relay users interviewed
have had to wait longer than the 30 second target set by ACHI. In fact, eight of
these 13 respondents said they usually wait for an operator from a minimum of three
minutes to more than ten minutes.
The fact that many callers hang up without completing their calls also indicates long
hold times. Abandoned calls (" have accounted for over one- third of incoming
calls, and currently account for almost 20 percent of incoming calls. The fact that
at least one of every six incoming callers hang up indicates the relay service cannot
currently handle the demand. Figure 4 presents the number of abandoned calls
recorded in relation to the number of incoming calls handled.
FIGURE 4
NUMBER OF ABANDONED CALLS
COMPARED TO NUMBER OF CALLS HANDLED
March 1987 - September 1987
Mar Apr Moy Jun Jul krg s. P
Month
All incoming calls are automatically put on hold unless an operator i s available.
When a caller hangs up before an operator answers it is recorded as an abandoned
call.
In addition, demand for the relay service is expected to increase beyond current
equipment capacity. According to one consultant ( " the volume on the relay
system is increasing by approximately 1.7 percent each week. The consultant
predicts that demand will exceed system capacity within the next six months. In
fact, the consultant estimates that during the busiest hour of the day, more than 50
percent of the attempted calls on the toll free lines and about 38 percent of the
attempted calls on the local lines will receive a busy signal. Furthermore,
advertising the relay service will most likely increase the number of calls to the
center, causing an even greater strain to the current equipment. However,
current funding will not cover further expansion of the relay service. ( See Finding
II, page 17)
RECOMMENDATION
The legislature should consider continuing the Telecommunications Device for the
Deaf and Relay Service Program. ( See Finding II, page 20 for funding
recommendations)
The f i r m of McGladrey, Hendrickson, and Pullen were h i r e d by ACHI and Catholic
Community Services t o analyze the usage and capacity o f t h e c u r r e n t relay system.
( 2) The r e l a y s e r v i c e has had 1 imi t e d a d v e r t i s i n g ; however, Mountain B e l l recent1 y
published the relay phone number and a b r i e f explanation about i t i n the Customer
Service pages of the phone book. I n a d d i t i o n , ACHI plans t o issue a statewide
b u l l e t i n about t h e s e r v i c e soon.
FINDING II
THE TELECOMMUNICATIONS EXCISE TAX WILL NOT
PROVIDE SUFFICIENT REVENUE TO FUND THE RELAY SERVICE PROGRAM
The current tax on telephone services will not generate the revenue needed to provide
adequate telecommunications services for Arizona's deaf and hearing impaired
citizens. Monthly program costs now exceed the monthly tax revenue. A t the current
tax rate the program will run out of money by June 1988.
The telecommunication services excise tax funds the Telecommunication Device for
the Deaf and Relay Service Program. The tax is equal to two- tenths of 1 percent of
the monthly phone line service charge paid by all residential and business customers.
This amounts to approximately $. 02 monthly per line and generates revenues of
approximately $ 45,000 a month. Almost $ 11 million has been collected since
the tax became effective June 30, 1985.
Although tax collection began in July 1985, monies were not expended until June
1986. This delay allowed ACHl to accrue a balance of $ 411,000, which was used to
purchase telecommunication devices for the deaf ( TDD) and relay equipment, and to
cover monthly expenses in excess of monthly revenues.
Monthly Costs Exceed Revenues
The cost of the Telecommunication Device for the Deaf and Relay Service Program
exceeds the revenue generated by tRe telephone tax. As of August 1987, monthly
costs exceeded revenues by more than $ 12,000. The increasing costs for the program
result from the growing demand for relay services.
The telecommunications services program is comprised of two main components: TDD
distribution and the relay service. TDD distribution expenses experienced a sharp
initial peak and then decreased. However, the decrease in distribution expenses has
been offset by the increase in relay expenses, which have more than doubled since the
program began in March 1987. A l l areas of the relay service have expanded. Current
monthly relay expenses are approximately $ 43,000, while TDD distribution expenses
are approximately $ 14,000. ( ' I Thus, the total monthly cost of the
telecommunication services program is $ 57,000, more than $ 12,000 above the
monthly revenue of $ 45,000. Further, this difference is expected to increase to
$ 24,000 by November 1987 as fixed costs increase and additional operator hours are
added to the relay service.
Total monthly expenses for both the relay service and the TDD distribution are shown
in Figure 5. As the figure illustrates, TDD distribution has decreased greatly since
the first few months of the program. ( 2' However, relay service expenses are
steadily increasing. In addition, demand for the service shows no signs of having
peaked. ( 3'
FIGURE 5
TELECOUWN l CAT l ONS SERV l CES FOR THE DEAF
FUND EXPENSES JULY 1986 - SEPTELBER 1987
Legend
TDD
Relay
Month
Source: Auditor General staff analy'sis of TD OIRelay expenses from A CHI
( ' 1 As of August. 1987.
( 2) As Figure 4 shows, TDD expenses were abnormally low i n September 1987. This i s
because TDO d i s t r i b u t i o n v i r t u a l l y stopped while extension of the d i s t r i b u t i o n
contract was approved. Expenses are expected t o increase i n October.
( 3) According to McGladrey, Hendrickson, and Pullen, a consulting firm hired by ACHI and
Cathol i c Cotmnuni t y Services to analyze the usage and capabi 1 i ti es of the current
re1 ay system.
18
Additional Funding W i l l Be Needed To Continue Proqram
Continued operation of the Telecommunication Device for the Deaf and Relay
Service Program will require additional funding. Although the Council has an existing
balance that currently pays for expenses in excess of revenues, the balance will be
depleted by June 1988. Auditor General projections indicate that additional funding
will be needed by June 1988 to maintain and expand current service levels.
A t projected service levels, the program will run out of money during the last quarter
of fiscal year 1987- 88 ( see Table 2). As of September 30, 1987, the fund had a
balance of $ 207,000. According to Auditor General projections, the funds will be
depleted in June 1988. ACHl will need approximately $ 61,000 per month to meet its
projected TDD distribution and relay expenses for fiscal year 1988- 89. Therefore,
the current funding of $ 45,000 a month will not be adequate to finance the programs.
TABLE 2
PROJECTED REVENUES VS . PROJECTED EXPENSES
Projected Projected
October
November
December
January
February
March
Apr i I
May
June
Revenues ( a) ~ xpenses
( a ) Excluding interest.
( b) Balance i n fund as of September 30, 1987
( c ) Relay expenses a t projected level of 3,800 operator hours
( d ) Relay expenses a t projected l e v e l o f 4,000 operator hours
Ba l ance
$ 207,000 ( b)
Source: Auditor General analysis of A CHI revenue and expenditure data.
19
Raising the tax from 0.2 percent to 0.3 percent would increase the monthly revenues
from $ 45,000 to approximately $ 67,500, i f all factors remain constant. This
additional revenue would cover projected expenses at current service levels.
However, current service levels appear to be inadequate ( see Finding I).
Furthermore, the consultants report that the current relay equipment may have
reached its capacity. The report states that although additional phone lines and
operator stations can be physically attached to the system, it may not be able to
handle the increased call volume that would be generated. It is possible to extend the
life of the current system with a rental backup system at a cost of approximately
$ 1,280 per month. However, this would only be effective for a maximum of four
months. ' ) The consultants recommend that ACHl not use a backup system, but
immediately begin replacing the current relay equipment, at an estimated expense of
$ 40,000 to $ 45,000. ( 2 )
Expenses for equipment and service level increases have not been calculated in
Auditor General staff predictions of future expenses. Therefore, a monthly revenue
of $ 67,500 may not be sufficient to cover the future expenses for the
Telecommunication Device for the Deaf and Relay Service Program. Purchase of
new equipment and expansion of the relay service to reduce hold times and handle an
increased call volume would require raising the tax above the 0.3 percent rate.
RECOMMENDATIONS
1. The Legislature should consider increasing the funding for the
Telecommunication Device for the Deaf and Relay Service Program.
2. ACHI should provide the Legislature with cost estimates for projected relay
service levels. The estimates should include fixed and variable monthly costs,
and costs to purchase needed equipment.
( ' ) As of October 1987.
( 2 ) At current funding l e v e l s ACHI w i l l not have the funds t o cover the expense of
additional equipment .
FINDING Ill
TRAINING IN USE OF TELECOMMUNICATIONS DEVICES FOR THE DEAF
SHOULD BE IMPROVED
Training provided to recipients of telecommunication devices for the deaf ( TD D) does
not ensure that all recipients can use the machines. User comments and Auditor
General observations indicate that the training program does not meet the needs of
all users. ACHl recently negotiated a new contract for TDD distribution and
training, but the contract does not specifically address identified training problems.
TDDs are the center of the Telecommunication Device for the Deaf and Relay
Service Program. TDDs give the hearing impaired consumer the ability to
communicate via the telephone with other individuals who have a TDD. In addition,
TDDs enable hearing impaired individuals to communicate with those who do not have
a TDD using the relay service where an operator conveys messages between the TD D
user and the hearing person. In order to utilize the TDD to its potential and to
benefit from the relay service, recipients need a working understanding of the TDD.
Thus, TDD training specifications are outlined in the distribution contract which was
awarded to Catholic Community Services. Before applicants can be issued a TDD
they must receive training from one of the Catholic Community Services distribution
centers, and demonstrate that they can send and receive messages.
Training Problems Identified
Interviews with TDD users and observation of training revealed deficiencies in
training provided some persons who receive TDDs. Eleven of the 22 recipients
interviewed '" felt that training was inadequate. Although class size is limited
to 30 people, several people commented that the class was too large and some felt
they did not receive the individual attention that they needed in order to properly
learn to use the TDD. In addition, some of those interviewed noted that people of
Auditor General s t a f f interviewed 22 TDD r e c i p i e n t s t o obtain information about the
TDD/ Relay program. ( See methodology section on page 5 o f I n t r o d u c t i o n and
Background).
different ages and varying degrees of impairment were taught in the same class.
Thus, the wide range of needs and large class size limited instructors ability to
provide needed assistance to some recipients.
Auditor General staff attended a TDD training session and observed these problems,
and others.
a The instructor was unable to assist all members of the class. Seventeen people
were at the session with one instructor and no aides. Although the instructor
provided personal assistance in response to some questions, some recipients were
assisted by others in the class and a few persons received no assistance.
a Instruction did not appear to meet the needs of a diverse group. Ages ranged
from approximately 5 to 65. Some were deaf, some hearing impaired. Some
used sign language, others read lips, and still others used verbal communication.
Despite this diversity, the class was taught in sign language and limited verbal
communication. For the deaf people who sign, this was adequate. I t was not
adequate for those who read lips or use verbal communication.
In addition, recipients were not tested to ensure that they could use the TDD, ( 1 )
they were not told who to contact i f their TDD needed repair work, and they were
given outdated information about the relay service.
Our review indicates that even after the training, some users lack the knowledge to
use their TDDs. Although all received training, two of the 22 recipients interviewed
do not use their TDDs because they do not know how. Furthermore, the contractor
reports that many people return to the distribution centers requesting additional
training. Distribution center management realize that training problems exist and
plan to implement procedures to correct them.
( 1 ) According t o the ACHI relay coordinator, TDD r e c i p i e n t s are normal1 y tested a t the
end of each class t o determine t h e i r a b i l i t y t o use the machines.
New Contract May Not Address Training Deficiencies
ACHI and Catholic Community Services revised the distribution contract when it was
extended in July 1987. The revised contract reflects changes in some of the problem
areas identified, but specific steps to correct problems are not addressed. Contract
changes address class size and scheduling of classes. The contract no longer specifies
a minimum class size, but neither does i t establish a maximum limit. To address the
problem of varying ages and impairments within a class, the distribution centers now
are responsible for scheduling classes rather than ACHI. ( ' I However the
contract does not specifically state that people of similar ages and abilities should be
taught together.
RECOMMENDATION
ACHI should amend the distribution contract to require the contractor to: 1)
establish a maximum size for TDD distribution classes, and 2) schedule training for
persons of similar ages and ability.
( ' 1 The d i s t r i b u t i o n center established a p o l i c y on November 18, 1987, t h a t l i m i t s
classes to ten persons and d i r e c t s i t s s t a f f to consider age, communication s k i l l s
and i n s t r u c t i o n time needed to provide successful t r a i n i n g when scheduling classes.
FINDING IV
ARIZONA COUNCIL FOR THE HEARING IMPAIRED
NEEDS TO MONITOR RELAY CONTRACT
Arizona Council for the Hearing Impaired ( ACHI) has not adequately monitored the
performance of the contractor providing relay services for the deaf and hearing
impaired. The contractor has not complied with several important requirements.
To ensure the quality of relay services, A C HI should periodically review contractor
performance in critical areas.
ACHI contracts with Catholic Community Services to provide dual party telephone
relay service. The amount of this contract is expected to exceed $ 450,000 in fiscal
year 1987- 88, which is almost 75 percent of ACHl's total projected contract
expenditure of approximately $ 610,000 for that same period.
Important Contract Provisions Are Not Met
Although Valley Center of the Deaf ( VCD) provides basic relay system services, i t
has not complied with several important provisions of the contract with ACHI.
Auditor General staff found that VCD has not met contract requirements to ensure
the competence of relay operators. Failure to comply with these requirements may
contribute to poor quality service.
Auditor General staff found that VCD has not met contract requirements in testing,
training and evaluating operator personnel. These requirements are essential for
assessing operator performance and determining areas where additional training is
needed. The following examples illustrate the contractor's lack of compliance in
these areas.
0 Operators Not Tested - The contract states that all operators will be given
written and practical tests prior to job assignments. However, no tests were
given until August although operators were hired in March. As of September 5,
1987, only 21 of the 38 operators have been given typing tests. Four operators
scored below standard of 35 words per minute.(') Typing speed is
important because slow typing speed increases the time needed to complete
calls and reduces the capacity of the service. ACHl has received complaints
from deaf consumers regarding the speed and efficiency of the service.
a No Training Curriculum - The relay contract mandates that a 40- hour
curriculum for training operators be developed and submitted to ACHl for
review. However, after six months of relay service operation, no formal
training curriculum had been developed. According to the director of the relay
service, training is critical due to the lack of experienced help for this unique
program. A relay operator needs not only typing and spelling abilities, but an
awareness of deaf culture, client confidentiality, and policies and procedures to
successfully relay deaf/ hearing impaired calls.
a Evaluations Not Timely - According to contract provisions, the relay director
shall evaluate operators performance during their third month of employment
and thereafter semiannually. However, Auditor General staff found that eight
of the 18 operators due for evaluation have not received one. The 10 completed
evaluations were all 30 to 60 days late. Due to the lack of an established work
force, timely evaluations are vital for determining i f performance is adequate.
For example, an operator hired six months ago recently tested at a typing speed
of 30 words per minute.
The relay director states that he has been reacting to crises, and has been unable to
address many contract issues. The relay center has experienced constant growth
and technological problems. Within six months, operator hours have been doubled to
handle increased demand. The relay director states that the technological problems
have subsided and he will be able to address critical operational problems such as
employee performance.
A C HI Should Monitor Performance On Regular Basis
ACHI should monitor contractor performance to ensure that it provides high quality
services. Although ACHl is now taking action to resolve compliance problems, it
should consider asking State Purchasing for assistance in developing contract
monitoring procedures for both the current and future contracts.
( ' 1 Typing requirements were increased to 45 words per minute on September 4, 1987.
Thirteen of the 21 operators tested scored below 45 words per minute.
ACHI staff did not verify VCD's compliance with the relay contract, but has now
begun to resolve the compliance problems. During the initial phases of the relay
operation, A C HI staff believed that VC D was administering typing tests and training
to operator personnel. Since learning that VCD had not met these requirements, the
Council staff requested documentation from the contractor regarding typing tests,
evaluation forms and hiring criteria. In addition, Council and cantractor staff have
discussed noncompliance issues, and the Council is beginning to check for other
areas of noncompliance. However, according to the Director, additional staff time
for monitoring must come at the expense of other ACHI projects.
ACHI staff have no prior experience in handling contracts. Because of A CHI'S lack
of knowledge regarding the procedures and importance of contract monitoring,
training seems appropriate. According to State Purchasing, one of its roles is to
provide agencies with information regarding contract monitoring and its importance,
because problems in handling new contracts are not unusual.
RECOMMENDATIONS
1. ACHI should obtain training from State Purchasing on contract monitoring.
2. A C H I should develop and implement contract monitoring procedures.
OTHER PERTINENT INFORMATION
During our audit we developed pertinent information regarding legal interpreters,
and the rationale behind providing telecommunication devices for the deaf ( TDD)
free of charge.
Legal Interpreters for the Deaf
Under Arizona Revised Statutes 912- 242. A courts are required to appoint a
" qualified interpreter'' to interpret legal proceedings whenever a deaf person is
involved in the action."' Since 1982 the Arizona Council for the Hearing
impaired ( A C H i j has been responsible for approving certificates of competency for
interpreters of legal proceedings. In 1983 the Council drafted and submitted
interpreter rules and regulations which addressed screening, examining, and
certifying individuals to provide interpretation services to deaf persons in legal
proceedings. However, the rules were never adopted because of confusion over
ACHl's authority to promulgate these rules and regulations. Therefore, in 1984
ACHl informed all courts and law enforcement agencies by letter of the interpreter
statute and outlined four certificates of competency. ( 2 ) These four
certificates had ACHl's approval and indicated an interpreter was qualified for legal
proceedings.
Although A C Hl's action complies with statutory responsibility, the intent of the
statute may not be adequately met. Only ten persons in the state of Arizona have
these certificates and are approved to act as interpreters in legal cases. As a
result, deaf persons may lack adequate interpretation. The limited number of
qualified interpreters may deprive deaf persons of their rights under the law.
Recently a Maricopa County Superior Court judge ruled that a confession from a
deaf man accused of murder could not be used to prosecute him because he did not
understand his rights. The judge's decision was based on the fact that the Maricopa
County Sheriff's Office did not use a '! qualified1' sign- language interpreter to
interpret the suspect's Miranda rights.
State law defines a " qua1 i f i e d i n t e r p r e t e r " as a person having a c e r t i f i c a t e of
competency authorized by the Arizona Council f o r the Hearing Impaired.
( 2) These four c e r t i f i c a t e s represent d i f f e r e n t ski 11 l e v e l s .
ACHI is aware of the limited number of qualified interpreters, and is currently
working with the Arizona Court Interpreter's Association ( ACIA) to establish
qualifications of judiciary interpreters for Arizona courts. Currently, there are no
legal interpreter programs offered in Arizona, however, an interpreter test is being
developed by A C I A and ACHI in order to provide an avenue for persons to qualify as
legal interpreters.
T D Ds Provided Free of Charge
ACHI provides TDDs at no charge to all Arizonans meeting the criteria for hearing
or speech impairments, regardless of their income. The Director of ACHI
gave two reasons why TDDs are issued without charge. First, deaf people cannot
use a phone without a TDD. Therefore, a TDD merely gives the deaf person the
same ability that a hearing person has to use the phone. The director feels requiring
a deaf person to pay for this ability would be unfair. Second, evaluating applicants
on the basis of income level would require an additional staff person ( at an average
cost of approximately $ 23,000) to review and verify the financial data.
Because ACHI does not determine eligibility based on income, it has no
documentation on the financial status of the Arizona TDD recipients. However, the
most recent national study of the deaf population conducted in 1974 revealed that
deaf people earn 28 percent less than hearing people. ( 2 )
Auditor General staff contacted ten other states with operational TDD programs. In
addition to Arizona, four of those states provide free TDDs to all qualified
applicants regardless of income. Of the other six states, three provide free TDDs to
applicants whose income is below a certain level, and three have a sliding fee scale
based on income.
( ' 1 ACHI contracts w i t h Krown Research, I n c . f o r TDDis a t a cost o f $ 322 each.
( 2) According t o The Deaf Population by Schein and Del k, 1974.
30
AREA FOR FURTHER AUDIT WORK
Our audit work focused on the Telecommunication Device for the Deaf Program,
since this program has received over $ 1 million since its inception in 1985.
However, during the course of our audit we identified one potential area for further
audit work, which due to time and staffing constraints, we were unable to review.
a Is A CHI'S General Fund appropriation adequate?
According to the Director, lack of funds has caused the Council to give slight
attention to many areas of concern to the hearing impaired. He says the
Council's current budget of $ 123,800 does not enable it to adequately address
other issues affecting the hearing impaired such as mental health care, legal
rights, senior citizen services and prisoner rights. Many Council members agree
with the Director, as do other Arizona organizations associated with the
hearing i rnpaired.
Further audit work is needed to determine utilization and efficiency of current staff
and funds, and the need for the Arizona Council for the Hearing Impaired to expand
activities.
Evan Mecham
GOVERNOR
COUNCIL MEMBERS
@ Bonnie Tucker
CHAIR WOMAN
Gina Anderson
Ron Barber
Virginia Clark
Eileen Colleran
J. Ja, v Farman
Dolores Kordek
Sam Landers
Annerre Long
Tom Posedly
Michael Schaller
Max Werri. M. D.
ARIZONA COUNCIL FOR THE HEARING IMPAIRED
1300 West Washington, Phoenix, Arizona 85007
Telephone ( 602) 255- 3323 Voice & TDD
Stuart R. Brackney
DIRECTOR
December 4 , 1987
Douglas R. Norton
A u d i t o r General
2700 North C e n t r a l
p h o e n i x , Arizona 85004
Oear ; I r . Norton:
The Arizona Councll f o r t h e Eiearing Iranaired ( ACIII) has
r e v i e w d t h e d r a f t r e p o r t of t h e ? erformance a u d i t of
t h e ACiiI anG t h e Telecommunication Device f o r t h e Deaf
i? rograrn. : Je have e n j o y e d worlcinq w i t h your auclit team
and f e e l t h a t yoGr r e p o r t r e f l e c t s an enormous amount
of work. Ts! e a l s o a a p r e c i a t e t h e o p p o r t u n i t y to r e s ~ o n d
t o t h i s r e g o r t , f o r t h e purpose of c l a r i f y i n g a few
~ o i n t s , w hich we w i l l a d 2 r c s s i n 6 i v i d u a l l y .
1. F i n d i n g s I and I1 of your r e p o r t i n d i c a t e t h a t t h e
TDD D i s t r i b u t i o n i3rogran and Relay S e r v i c e are q r e a t l y
needed, ancl reconnen6 t h a t t h e l e g i s l a t u r e c o n t i n u e
b o t h p r o j e c t s . Your thorough f i n a n c i a l review shows
t h a t t h e Relay S e r v i c e cannot. meet e x i s t i n g c a l l volune
demands due t o l i n i t e d a v a i l a b l e fun2s. You a l s o n o i n t
o u t t h a t t h e e x i s t i n g c a l l management equipment a t t h e
r e l a y c e n t e r needs t o he r e p l a c e d a s it c a n n o t h a n d l e
t h e h i g h c a l l volume. I n o r d e r t o c o n t i n u e t h i s unic: ue
p r o q r a ~ n and i n c r e a s e c a l l volune c a p a c i t y , a d r a f t b i l l
has been p r e ? a r e d f o r i n t r o d u c t i o n i n t o t h e upcox: ing
l e g i s l a t i v e s e s s i o n . T h i s b i l l F r o p o s e s t o i n c r e a s e t h e
p r e s e n t l e v e l of revenue i n o r d e r t o a d d r e s s t h e above
problems.
2. F i n d i n g I11 a d d r e s s e s t h e TDD D i s t r i b u t i o n nrosraix
and some t r a i n i n q d e f i c i e n c i e s obs- rved. The new
c o n t r a c t c a l l s f o r t h e vendor t o p r o v i d e any f o l l o w un
t r a i n i n g t o TDD r e c i p i e n t s who r e q u e s t such t r a i n i n q .
A s your r e p o r t n o t e s , t h e new c o n t r a c t c a l l s f o r t h e
s c h e d u l i n g of t r a i n i n 7 c l a s s e s by t h e v e n d o r , and it has
bezn n o t e d t h a t t h e s e c l a s s e s w i l l be much smaller i n
s i z e , t h u s a f f o r d i n g c l o s e r a t t e n t i o n t o t i e r ~ a r t i c u l a r
n e e d s o f t h e r e c i p i e n t . The vendor w i l l a l s o he c o n t n c t l n q
r e c i p i e n t s p r i o r t o t h e i r t r a i n i n g c l a s s t o d e t e r a i n c t h e i r
main node of comnunication ( i . e . s i g n language o r sveecn
r 9 a d i n q ) t o e n a b l e i n d i v i d u a l s t o be ? l a c e d i n c l a s s e s
w i t h o t h e r s who u s e t h e same mode of communication.
IN ARIZONA ONLY CALL TOLL FREE 1- 800- 352- 8161 Volce 8 TDD
Douglas ? lorton
December 4 , 1987
:? age Two
3. F i n d i n g I V of your r e p o r t c a l l s f o r t h e Council to
p r o v i d e c l o s e r n o n i t o r i n g of t h e r e l a y c o n t r a c t . It
shoulcl be n o t e d t h a t t h e d i r e c t o r s of AClII and V a l l e y
C e n t e r of the Deaf have cxpendcd hundreds of h o u r s on
1i. .1l- , e i n i t - i a l i n s t a l l a t i o n of t h e r e l a y eguiprnent and i n
a d d r z s s i n q t? qui~ r;., ent f a i l u r e s a s tiley were i d e n t i f i e d .
A d t i i t i 0 n a 1 l . y ~ t ; l e s t a f f t i m e d e v o t e d t o t h e r e l a y
serviec-? by t:?;? ACIfI ' TDD P r o j e c t Coorc? inator was t o such
n iliqh $. eqree, because t h e ?. esiqn an6 i mplernentation of
tl2i. s n r o q r a n was an o r i g i n a l p r o j e c t , t h a t s h e was
s e l d o n s e e n a t h e r own c f f i c e . The n r o g r a n h a s re-q
u i r c c . e n o r z o u s e x p e n ? i t u r e s of t i m e and e f f o r t on t h e
p a r t of all involved.
Tile s h o r t f a l l s of c o n t r a c t compliance noted. i n your
r e p o r t a r e ! heinq, ?. nd have 5een f o r some time, a d d r e s s e d
by t - h i s o f f i c e , t o t h e e x t e n t t h a t a key s t a f f 2 e r s o n of
t h e rela:{ c e n t e r :; as d i s m i s s e d a t t h e r e q u e s t of t h i s
z3ency. A new r e l a y a d n i n i s t r a t o r as been h i r e d and
is i n t h e p r o c e s s o f d e v e l o p i n g a thorouqh t r a i n i n g c u r -
r i c u l u ~ ! f~ o r o o e r a t o r s , f. i. na. lizi n g a t e s t i n g ~ r o t o c o l
for z11 a ; ~ ? l i c a n t s a76 i a p l e n e n t i n a a s c h e d u l e o f f o l l o w
un s k i l l e v a l u a t i o n s .
4 . T,:' e coi? cllr b; it!~ y our r e v i e w of t h e i s s u e r e l a t i n q t o
econi: inic need when d i s t r i b u t i n g ' TDDs i n Arizona. The
cost. t o the state to c o n d u c t s u c h a review c o u l d n o t he
j u s t i f i e d , t h e r e f o r e we recommend t h a t the e s i s t i n q
: ~ r o c e d u r e sa nd ~ p i 3 l i c ~ t i ocnr i t e r i a r e x a i n t h e s a x e .
5 . iLJnrier " Xrea For l ? u r t : ~ ~ Aru dit LJork, '* \ JC w e r e so;'? e-
: r'?, it s u r p r l s c c ' t h a t the z x t c n s i v e a u d i t ~ e r f o r ~ ~ bcyc l
your t e z n wa? r e s t r i c t e d t o t h e TDD D i s t ~ r i S u t i o n
nroqra1; i an? Relay S e r v i c e . This aqency h a s , a s you
7 o l n t o u t , be? n ~ n v o l v c d i n nany p r o j e c t s and s e r v l c e s
to af:. c~ ress ti?? needs of the ; l e a r i n g i n n a i r e c t r) eonle of
A r l z o n a . ? 7e a r e of t h e s t r o i i q 0' 2inlon t h a t ; t r 2 t u r n
v i y i t t o o u r aqcncy by your teal2 is n e c e s s a r y to review
t h e work t h a t Tat? have ( oxe and a l s o t l l 3 work t l l a t we
c a n n o t do becau; e o f v e r y l i , ? i t e c ? f u n z s and s t a f f . I: I
o u r e a r l i e r r z o o r t t o vou 2nd- r S u n s e t F a c t - o r s , wte
point(?<? o u t t h a t - t h e : irizona Council - f o r - t : ~ e H earinq I m n a l r e d - is - t i e lowest. funded st- ate aqency I n t h e - C- g n i t e d S t a t e s - f o r - t h e - cieaf- a n i- h a r- d of h c a r l n s .
6 . ! I<? ilope and t - r u s t t- hat your r e c o n n e n d a t i o n f o r ". . . f u r t h e r a u c l l t work 1s nee? ed to d - e t e r n l n e
u t l l l z a t i o n an? e f f i c i e n c y ~ f c u r r e n t s t a f f and EunGs,
end t n e need f o r t h e Arrzona Councll f o r tile I i e a r l n g
Douqlas Norton
aecember 4 , 1987
Page Three
I m u a i r e d t o exoan2 a c t i v i t i e s " w i l l he implemented a t
your e a r l i e s t c o n v e n i e n c e .
SU?. I: IARY: Your a u d i t t e a n h a s worlted ell . i , i r i t ! l u s an?,
nas e n a s l e ? us t o q a i n soifie keen i n s i c ; i i t as t o how we
can b e t t e r nanaqe t h e TDD nrograms. :, lost i n p o r t a n t l y
your r e p o r t i n d i c a t e s t h a t t h i s snal. 1 agericy hiis Seen
a b l e t o e s t a b l i s h a s t a t e w i d e program of TDD d i s t r i h u -
t i o n and a s t a t e w i d e r c l a y s e r v i c e t o a s s i s t t- housands
of 2caf and h e a r i n g r e s i d e n t s of Arizona. Your r e p o r t
a l s o c l e a r l y r e c o q n i z e s t h a t t:! 2is unique p r o j e c t is
worthy of cont:. i nuanc- and must 5e awarded a 2 d i t i o n a l
icu nc! s i f 3. c7ualit. y s e r v i c e is t o bz p r o v i d e d t o Relay
C e n t e r u s e r s . U n f o r t u n a t e l y , however, your a u d i t has
Focused on o n l y one i s s u e t h a t is of concern to A r i z o n a ' s
h e a r in? i i : ~ p a i r e ? , c i t i z e n s a. nd ACHI. The Arizona Council
f o r t h e :-? earinq I r ~ p a i r e d , to t h e c o n t r a r y , is n o t a
II s l' n g l ? i s s u e " agency. R a t h e r , it is t h e ~ o u n z ' sre -
s p o n s i h i l i t v to a d d r e s s a m u l t i t u d e of problems and
c o n c e r n s f a c i n ~ A r i z o n a ' s h e a r i n g im? aired p o p u l a t i o n .
The Council is a t t e m p t i n g t o a z d r e s s a s many of t h e s e
c o n c e r n s as n o s s i b l e . S i g n i f i c a n t i3roblems and c o n c e r n s
r e r i z i n unad6ressed., ilowever, due to t h e g r o s s i n s u f f i-c
i e n c y of f u n d s a l l o t t e d to t h i s agency by t h e Arizona
1 e q i s l a . t u r e . F u r t h e r a u d i t i n q is d e s p e r a t e l y needed to
6 e t : e r x i n e t h e e x t e n t t o which a d ? . i t i o n a l func3. s w i l l
a l l e v i a t e t h e s e r i o u s o b s t a c l e s t h a t c o n t i n u e t o f a c e
A r i z o n a ' s deaf c i t i - z e n s ( s u c h a s t h e almost t o t a l l a c k
of i n t e r ~ ~ r e t i nsge r v i c e s p r o v i d e d to deaf pt3ople w i t h i n
o u r c r i m i n a l j u s t i c e s y s t e m ) .
Aqain we wish to t h a n k you f o r t h e o ~ o o r t u n i t yt o r e s ~ o n d
to your r c n o r t and t r u s t t h a t your f i n a l r e p o r t w i l l be
t h o r o u g h l y reviewed by t h e Arizona l e g i s l a t u r e and
e x e c u t i v e o f f i c e .
S i n c e r e l y ,
Bonnie T u c k e r
ACHI C h a i r p e r s o n
D i r e c t o r w
BT: SRB : ].: n