United States of America v. HRB Tax Group, Inc., H&R Block Tax Services LLC and HRB Advance LLC - Settlement Agreement

ATTACHMENT A

  H&R BLOCK
POLICY REGARDING EFFECTIVE COMMUNICATION
FOR INDIVIDUALS WHO ARE DEAF OR HARD OF HEARING

Clients who are deaf or hard of hearing, or with other communication disabilities, are to be informed that H&R Block, H&R Block Tax Services, or its franchisees will arrange for appropriate auxiliary aids and services necessary for effective communication when requested by the client or on the client's behalf.  H&R Block, H&R Block Tax Services, and its franchisees agree to provide all appropriate auxiliary aids and services, including qualified sign language interpreters, required under the Americans with Disabilities Act of 1990 free of charge to their clients.

General Assessment Criteria. The determination of which appropriate auxiliary aids and services are necessary, and the timing, duration and frequency with which they will be provided, will be made by H&R Block, H&R Block Tax Services, or its franchisees personnel who are otherwise primarily responsible for coordinating and/or providing client services, in consultation with the client where possible.  The assessment will take into account all relevant facts and circumstances, including without limitation the following:

            (a)        The nature, length and importance of the communication at issue;

            (b)       The individual's communication skills and knowledge;

            (c)        The individual's request or statement of need for an interpreter;

            (d)       The availability at the required times of appropriate auxiliary aids and services, including qualified sign language interpreters.

Time for Assessment. The determination of which appropriate auxiliary aids and services are necessary must be made at the time H&R Block, H&R Block Tax Services, or its franchisees services are requested or an appointment is scheduled, whichever occurs first.  H&R Block, H&R Block Tax Services, or its franchisees personnel will perform and document in the customer's file a communication assessment as part of each initial assessment.  H&R Block, H&R Block Tax Services, or its franchisees personnel shall reassess which appropriate auxiliary aids and services are necessary, in consultation with the client where possible, in the event that communication is not effective.