Language is the foundation of connection. It is how we share ideas, build relationships, and advocate for ourselves. But what happens when communication is inaccessible? What if the way we exchange information isn’t designed for everyone? As a leader, ensuring language access isn’t just a courtesy—it’s a responsibility.
At Gateway, we are deeply aware of what happens when communication barriers exist. Every day, we work to break down those barriers for the Deaf and Hard of Hearing community, for individuals with communication disorders, and for those who need language support. But this isn’t just a challenge in our field—it’s something every leader, in every industry, must consider.
So, what does it mean to lead with language access in mind? What should leaders be doing to make sure that their teams, their customers, and their communities can all engage fully?
Understanding the Landscape of Language Access
First, let’s acknowledge the reality: language access is about equity. When communication is not accessible, entire groups of people are excluded from opportunities, decisions, and even basic services.
This can take many forms:
- A Deaf employee in a meeting without an interpreter.
- A client trying to access healthcare without a language-competent provider.
- A team member struggling to understand workplace policies written in language they don’t fully grasp.
Leaders set the tone for inclusion. If we don’t prioritize language access, it doesn’t happen.
What Leaders Must Do to Ensure Communication for All
1. Start with Awareness: Who Is Being Left Out?
The first step is recognizing who might be facing barriers. Leaders must ask:
- Who needs language access in our organization?
- Are Deaf or Hard of Hearing employees and clients accommodated?
- Do we serve people who speak languages other than English?
- Are our digital and printed materials accessible (captioned videos, clear language, visual alternatives)?
An organization cannot be truly inclusive if communication is limited to only one group. A workplace that isn’t designed for all voices isn’t using all of its potential.
2. Make Accommodations Non-Negotiable
Accessibility should not be an afterthought—it should be baked into policies, budgets, and daily practices. Leaders must:
- Provide ASL Interpreters & Captioning – Ensure meetings, events, and trainings include sign language interpreters and real-time captioning.
- Use Plain Language – Avoid jargon and complex wording in official communications.
- Train Teams on Inclusive Communication – Help staff recognize and address language barriers.
- Offer Language Support for Customers & Employees – Whether through translation services, bilingual staff, or adaptive technologies, accessibility must be built into interactions.
Many organizations see accommodations as “extra” when, in reality, they are the bare minimum for full participation.
3. Leverage Technology for Greater Access
Technology is a game-changer for language access, but only if used correctly. Video Relay Services (VRS), speech-to-text software, and multilingual chat tools are great—if they are prioritized. If leaders do not budget for these tools, they won’t be available when needed.
Additionally, websites, social media, and internal communication systems should be designed with accessibility in mind:
- Are videos captioned?
- Are there text-based alternatives to audio content?
- Can users navigate content in multiple languages?
Leaders must ask: Is our communication accessible or only accessible to some?
4. Foster a Culture of Inclusion, Not Just Compliance
It’s not enough to just “check the box” on language access. A truly inclusive workplace actively invites feedback and continuously improves. Leaders can:
- Ask employees what they need – Surveys, focus groups, and one-on-one conversations can reveal communication gaps.
- Model inclusive communication – If leadership doesn’t use accessible practices, the rest of the organization won’t either.
- Hold decision-makers accountable – Make language access a leadership priority, not just an HR responsibility.
The Risks of Overlooking Language Access
When language access is ignored, the consequences are serious. Employees may feel undervalued and disengaged. Customers may take their business elsewhere. A lack of accommodations can even lead to legal challenges or reputational harm.
Most importantly, a lack of access means that entire communities are shut out from opportunities they deserve. Leaders must decide: Do we want to build a workplace and society that includes everyone, or just the people for whom communication has always been easy?
Gateway’s Commitment to Language Access
We don’t just talk about language access—we make it happen. Whether it’s through ASL interpreting services, speech and occupational therapy, or sign language classes, our goal is to create a world where everyone can understand and be understood.
But we can’t do this work alone. Every organization, every industry, and every leader has a role to play in making communication accessible.
If you’re ready to take action, start by asking:
– Who in my organization needs language support?
– What barriers currently exist in how we communicate?
– What steps can I take today to make communication more inclusive?
Change starts at the top. Language access is not just a service—it’s a leadership responsibility. Let’s make sure no one is left out of the conversation.
By Emilie Aguilar
Learn More About Gateway
Gateway gives hope, changes lives, and builds connections for Marylanders. Gateway connects people to their worlds and aids individuals in their ability to understand and to be understood. Gateway has grown into an organization that serves more than 4,000 children and adults every year, helping them communicate more effectively. With programming both on our Baltimore campus and through community-based programming, we provide education, access, and medical support to anyone who needs it.
We envision a society where everyone can understand and be understood and where everyone is treated with integrity, compassion, and equity.
