Library staff member assisting a person to use a photocopier.

Communication accessible services

What is communication accessibility?

Some people with intellectual disabilities have difficulties communicating. This includes difficulty understanding what other people say. Or difficulty putting their own thoughts into words. The level of difficulty varies from person to person.

Just as physical ramps make services physically accessible for wheelchair users, there are ways to make services ‘communication accessible’ for people with intellectual disabilities.

A communication accessible service is one where everyone can get their message across.

Communicating effectively requires active listening. Active listening means paying close attention to diverse forms of communication. These include verbal and non-verbal expressions. It also means actively showing genuine interest in what the person is saying.

There are many communication aids available. For example, see Scope Australia’s range of communication resources aids and services.

Communicating effectively

You can follow a few simple principles to make your communication as accessible as possible:

Don't rush

Be direct

Eye contact

Avoid abstracts

Short sentences

Body language

Don’t rush! Some people need more time to express themselves and to understand you.
Make sure you have the person’s attention before you start talking. Try using their name or making eye contact.
Keep your sentences short, simple and easy to understand.
Remember that your body language is important because people with an intellectual disability often rely on visual cues.
Try to use more than one form of communication. For example, use pictures, signs or gestures as well as words.
Be specific and direct.
Avoid talking using jargon, abstracts, acronyms, metaphors or puns.

If a service user is accompanied by a carer or support worker, they may be able to help with communication. They should know the person well and can help as interpreters. But it is important to engage directly with the person wherever possible, as a sign of respect for their autonomy.

In this video, people with intellectual disabilities explain what a communication accessible service means to them.

Additional resources

If you want to learn more about communication accessibility and how to make your service more communication accessible see these additional resources:

Inclusive services are communication accessible. That means everyone can get their message across.
The key to communication accessibility is active listening. This means paying close attention to diverse forms of verbal and non-verbal expressions.
Take it slow, allow time for communication.
Use communication aids, and the assistance of carers or support workers if they are needed and available.

Key takeaway messages

START MODULE 5