Best Practices for Answering Calls from a Relay Service
Introduction
A relay service (aka TRS or telecommunications relay service) allows individuals who are deaf, hard-of-hearing, deaf-blind, or have a speech disability to communicate over the phone. When you receive a call through a relay service, it is important to handle it with care and respect.
Don't mistake relay calls for telemarketers or spammers and hang up--they are legitimate phone calls. Listen for a greeting such as ""Hello. This is the relay service…" when you pick up the phone. This will signal to you that the call is from a person who is deaf, hard-of-hearing, deaf-blind, or has a speech disability.
Here are some best practices to follow.
Best Practices
1. Understand the Role of the Communication Assistant (aka Relay Operator)
- The communication assistant acts as an intermediary between the caller and the recipient.
- They will identify themself by announcing they are with a relay service when you answer the phone.
- They will usually ask if you have received a relay call before, and can provide information as needed--this is your chance to ask questions about the process
- They will relay messages back and forth, ensuring clear communication.
-
Speak directly to the caller rather than the communication assistant after the introductory greeting and exchange of information has been completed.
2. Be Patient and Courteous
- Allow the operator to finish their sentences before responding.
- Speak clearly and at a moderate pace.
- There may be pauses as the relay operator will type or sign everything you say to the caller.
- Avoid interrupting the operator or the caller.
3. Use Easy to Understand Language
- Use straightforward language to avoid misunderstandings.
- Avoid using jargon or overly complex terminology.
- Helpful phrases to know include:
- "Go ahead" or "GA": Signals you have finished what you are saying, and are waiting for a response from the caller
- "Stop keying" or "SK": Signals you are ready to hang up the call
4. Confirm Understanding
- Repeat back important information to ensure accuracy.
- Ask for clarification if something is not clear.
- Confirm the callers phone number in the event you need it, as it may not match caller ID
5. Respect Privacy and Follow Ethical Guidelines
The communication assistant and relay service provider are legally required to maintain confidentiality and cannot keep records of or disclose contents of calls. Nonetheless, follow the guidelines below.
- Treat the conversation with confidentiality and respect.
- Do not disclose personal information unless necessary.
- Ensure that you are following ethical guidelines in your communication.
Video Example: A Hearing Employee Receives a Call from and Places a Call To a Deaf Caller using a Relay Service
Note: This video provides details of South Dakota's TTY Relay Service. For California's, Go to CA 711 - California Connect Relay Services
Place a Call Through a Relay Service
You can also place a call to a relay service as needed to contact someone who is deaf, hard-of-hearing, deaf-blind, or has a speech disability. You can dial 711 to connect to certain forms of relay service anywhere in the United States. For details on California's options, visit California Connect Relay Services or Hamilton Relay's California Relay Service. Service is available in English and Spanish.
From Standard Telephone to TTY or TTY to Standard Telephone
Dial a voice communications assistant (CA) at 711 or call:
1-800-735-2922 (English)
1-800-855-3000 (Spanish)
Conclusion
By following these best practices, you can ensure effective and respectful communication when answering calls from or placing call to a person who is deaf, hard-of-hearing, deaf-blind, or has a speech disability through the a relay service. Remember, patience, clarity, and respect are key to successful interactions.
Resources
This article was written with assistance from Freddy AI. Prompt: Best practices for answering calls from CA Relay Service. AI output modified, new content added, and resources added.