Accessibility Policy

1. Purpose and Scope

This Accessibility Policy establishes the framework by which Resilience Mental Health & Men's Wellness LLC ("the Practice") ensures equitable access to its mental health and wellness services for all individuals, including those with physical, sensory, cognitive, psychiatric, and communication-related disabilities.

This policy applies to: all in-person clinical and administrative services at Practice locations in Delaware and Texas; all telehealth and virtual care services; the Practice website, patient portal, and all digital platforms; all written and electronic communications; hiring, employment, and contractor engagement; and staff training programs.

2. Legal Framework

Federal Law: Americans with Disabilities Act of 1990 (ADA), as amended; Section 504 of the Rehabilitation Act of 1973; Section 508 of the Rehabilitation Act; Section 1557 of the Affordable Care Act; Web Content Accessibility Guidelines (WCAG) 2.1, Level AA.

Delaware State Law: Delaware Persons with Disabilities Employment Protections Act, 19 Del. C. § 720 et seq.; Delaware Equal Accommodations Law, 6 Del. C. § 4500 et seq.; Delaware Architectural Accessibility Board regulations.

Texas State Law: Texas Human Resources Code, Chapter 121 , Rights of Persons with Disabilities; Texas Government Code, Chapter 469 , Architectural Barriers Act; Texas Labor Code, Chapter 21; Texas Health & Safety Code patient rights provisions.

3. Definitions

Disability: As defined under the ADA, a physical or mental impairment that substantially limits one or more major life activities, a record of such impairment, or being regarded as having such an impairment.

Reasonable Accommodation: Any modification or adjustment to a policy, practice, or environment that enables a qualified individual with a disability to participate fully in the Practice's services, unless doing so would impose an undue hardship.

Auxiliary Aid or Service: Tools or services that enable effective communication, including qualified interpreters, captioning services, screen readers, Braille materials, and assistive listening devices.

Digital Accessibility: The design of websites, mobile applications, electronic documents, and digital tools enabling individuals with disabilities to perceive, understand, navigate, and interact effectively.

4. Physical Accessibility of Facilities

All Practice locations in Delaware and Texas are designed, maintained, and operated to meet or exceed ADA accessibility standards. The Practice commits to maintaining accessible entrances, parking spaces, waiting rooms, examination rooms, and restrooms; providing accessible signage including Braille where required; ensuring clinical equipment is accessible or that alternative assessment methods are available; and promptly addressing any identified physical barriers.

Telehealth Access: Telehealth services are offered as a fully supported alternative to in-person care, using platforms compatible with screen readers, closed captioning, keyboard-only navigation, and assistive technologies. Patients who require telehealth due to mobility or health-related barriers are accommodated without clinical penalty.

5. Communication Accessibility

5.1 Auxiliary Aids and Services

The Practice will provide, at no additional cost to the patient, appropriate auxiliary aids and services including: qualified sign language interpreters (ASL and other languages); real-time captioning (CART); written materials in large print, Braille, or electronic text; Video Remote Interpreting (VRI); assistive listening devices; and TTY/TDD services. Primary consideration is given to the patient's preferred method of communication.

5.2 Language Access for Limited English Proficiency

Patients with limited English proficiency receive language assistance services at no cost, including qualified medical interpreters and translated essential documents. The Practice does not require LEP patients to use family members or minor children as interpreters for clinical communications.

5.3 Written and Electronic Communications

All communications use plain language at appropriate reading levels, with electronic documents formatted for screen reader compatibility. Printed materials are available upon request for patients unable to access digital content.

6. Digital and Website Accessibility

The Practice's website and patient-facing platforms are maintained according to WCAG 2.1 Level AA guidelines, ensuring content is perceivable, operable, understandable, and robust. The Practice conducts accessibility audits annually or after significant redesigns, maintains a visible accessibility feedback mechanism, and provides telephone alternatives for any scheduling process that is not yet fully accessible.

7. Reasonable Accommodations

Any patient or caregiver who requires an accommodation is encouraged to contact the Practice as early as possible. Requests may be made by phone, email, in person, or through the website contact form , no specific legal language is required. Upon receipt of a request, the Practice will engage in a good-faith interactive process to identify, select, and implement an appropriate accommodation in a timely manner. In the rare event that a specific accommodation would impose an undue hardship, the Practice will work with the individual to identify an alternative solution.

All accommodation requests are treated as confidential and maintained separately from the clinical record unless disclosure is authorized or required by law.

8. Accessible and Disability-Affirming Clinical Care

The Practice recognizes that individuals with disabilities may face unique barriers to receiving care that is affirming and informed by their lived experience. We commit to individualizing clinical assessments, avoiding diagnostic overshadowing, providing ongoing staff training on disability-affirming care and ableism awareness, and offering flexible appointment lengths for patients whose disability affects engagement within a standard session structure.

9. Staff Training and Competency

All staff, providers, and contractors complete accessibility training covering ADA fundamentals, effective communication with individuals who are Deaf, blind, or have speech disabilities, proper use of auxiliary aids, web and document accessibility basics, disability-affirming clinical practices, and the process for receiving accommodation requests. Training is completed during onboarding and refreshed annually.

10. Accessibility Feedback and Complaint Process

Feedback regarding accessibility barriers may be submitted by phone, email, website form, or in person. Formal complaints are acknowledged within five business days, investigated promptly and confidentially, and resolved with a written response and proposed corrective action within thirty days where feasible. Retaliation against any individual submitting an accessibility complaint or request in good faith is strictly prohibited.

11. Accessibility Coordinator

12. Policy Review and Continuous Improvement

This Accessibility Policy will be reviewed at least annually, incorporating facility and digital audit findings, patient and staff feedback, changes in accessibility law, and advances in assistive technology. Updated versions will be posted on the website and made available in accessible formats upon request.