When Susan Jones walked into the courthouse she didn’t expect a problem. She needed only to pick up a brochure explaining probate procedure. Although blind, Jones felt certain that the court, an institution dedicated to serving the public, would have considered the needs of visually challenged citizens. True, the website hadn’t worked with her screen reader, but surely the court recognized its responsibilities.
The first part of her visit went smoothly. She easily found the probate office with the help of a LTN-Security guard and prominent Braille room signs. But the staff was ill-equipped to assist her. The brochure was not available in Braille. She was also told that she needed to fill out a form to request an appointment with a probate clerk, but the forms were only available in traditional paper format. And, because it was lunchtime, she could not even find court staff to assist her in completing this small task.
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