August, 2002

The phone rings on a busy day at a small business and an operator says "A person is calling you through the relay service. Have you taken a relay call before?" To the average worker answering the phone, the initial response might be confusion: Is someone calling collect? Is this a telemarketing call? Actually, it would be a call from someone who is deaf, hard-of-hearing or speech impaired, and the call could represent a paying customer who wants to do business.

Through the 1990 Americans With Disabilities Act, Telecommunications Relay Services (TRS) have been established for residents of every state and for federal government workers to ensure that persons with disabilities have access to telecommunications. An important element of providing the service is making people aware of the relay so they don't hang up on callers and learn to use the relay themselves.

Since formal Telecommunications Relay Services (TRS) began, relay technology has been enhanced to include the use of the Internet and desk top video, but the most widely used form of relay involves an operator or "agent" who types and speaks, serving as an intermediary to the person with a disability.

Here's how the basic relay service works: A deaf person using a text telephone (TTY) dials 711 in any state to reach an agent, and types in the number to call. The agent reads the typed message on a computer screen and makes the call, announcing by voice to a hearing person that a person with a TTY is on the line. The deaf caller types "Hello," and a message, and the agent reads the message aloud to the person being called.

As that person responds verbally, "Good to hear from you," the agent types the words and they appear on the text telephone of the deaf caller. The agent relays the voice and typed words back and forth until the conversation is concluded. The service is free - other than any long distance charges that may apply - and in most states is paid for through a small fee included on monthly local phone bills.

The largest providers of TRS include AT&T, MCI and Sprint according to information provided by the Federal Communications Commission. (links open in a new window) Each state has its own official provider. Here are more links to pages by the FCC and the big three long distance companies with some very good information:

Federal Communications Commission: What You Need To Know About TRS -- includes a list of Speech-To-Speech (STS) numbers by state. STS is a form of Relay Services that provides Communications Assistants (CAs) for people with speech disabilities who have difficulty being understood on the phone. STS CAs are trained individuals familiar with many speech patterns. The CA makes the call and repeats the words exactly. People using STS include those with cerebral palsy, Parkinson’s disease, a laryngectomy, ALS, stuttering, muscular dystrophy, stroke, and other conditions affecting clarity of speech.

FCC Información en español -- Los Servicios de Retransmisión de Telecomunicaciones (TRS, la sigla en inglés) permiten a los usuarios de teléfonos estándar hablar con personas que tienen impedimentos auditivos o del habla.

Use of TTY with digital wireless phones -- an FCC consumer alert about changes beginning July 1, 2002 that allow consumers to use their TTY devices generally to make and receive digital wireless calls.