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Comprehensive Overview of Relay Services for Individuals with Disabilities

This guide provides an in-depth look at relay services, including the history, functionality, and features available to individuals with hearing and speech disabilities. It covers various modes of communication such as TTY, VCO, and HCO, and details the roles of communication assistants in ensuring seamless interaction. Additionally, we explore equipment programs available to assist users, ADA compliance, and the support offered through customer service. Learn how these services promote independence and enhance communication access for all.

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Comprehensive Overview of Relay Services for Individuals with Disabilities

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  1. In partnership with Provided by

  2. Overview • History of Relay • Hands-on TTY • Live Relay Call • Features/Equipment • Speech to Speech / Spanish Relay • Internet/Video Relay • Equipment Voucher Program • Customer Service

  3. History of Relay • Message Center • Number of days limited • Hours limited • Number of calls limited • Length of call limited

  4. History of Relay • Americans With Disabilities Act (ADA) • Passed in 1990 • Requires full access for people with disabilities - Functional Equivalency

  5. Telecommunications Relay System • Open 24 hours • 7 days/365 days • Unlimited number of calls • Unlimited length of call • Goal: Independent, not rely on others for phone calls

  6. Teletypewriter (TTY) • Old Model • New Model

  7. TTY’s of all sizes • TTY • Compact TTY • PocketComm • Pager/Smart Phone • Pay Phone

  8. TTY Abbreviations • GA = Go Ahead • Q, QQ = Use instead of a ? • SK = Stop Keying • XXX = Crossing out an error

  9. Voice To TTY TTY to Voice • 711 • 1-800-947-3529 TTY • 1-800-947-6644 Voice CA Voice user TTY user

  10. Role of Communication Assistant • Function: Relays calls between TTY users and non-TTY users • Follows a strict Code of Ethics. • Keeps all information confidential • Cannot record or keep information from calls

  11. Role of Communication Assistant • Relays calls verbatim • If you type in ASL, CA will voice in ASL • ASL: Store me go. English: I will go to the store. • You can ask for ASL Translator to assist if necessary • Types exactly what they hear from voice user • Vocal inflection of voice user will be relayed • (Sounds impatient) (Sounds pleasant)

  12. Role of Communication Assistant • Follows TTY user’s instructions during call • TTY user must type their requests in parenthesis • (Sound angry) (Smile) (Sympathetic) • Types background sounds • Types the sounds in parenthesis • (Dog Barking) (Baby Crying)

  13. Role of Communication Assistant • Gives status of the call to both callers • To the Voice user: “Still typing. . .” • To the TTY user: (Holding) or (Explaining relay) • Do not engage in conversation with the CA. Speak directly to the TTY users. • Do not say “Tell her I said. . .” (The CA will type exactly what they hear.)

  14. Making or Receiving a Relay Call • WTRS CA 1234 M or F NBR PLS GA • When a hearing person receives a relay call, the CA will say: • “Hello, this is WI Relay CA 1234 with a relay call from someone who may be deaf or hard of hearing. Have you received a relay call before?” • If “yes,” then the call will proceed. • If “no,” then the CA will explain how to use relay before processing the call.

  15. Making or Receiving a Relay Call • Voice Person calling to TTY person: • Wisconsin Relay CA 1234 area code and number to dial please • WTRS CA 1234 M or F with a relay call ga

  16. Voice Carry Over (VCO) VCO user Voice user CA

  17. VCO Equipment • AmeriPhone • Looks like regular phone • TTY & Telephone • 2 equipment • 2 Line VCO • UniPhone • Voicing ability • Typing ability • PocketVCO

  18. Hearing Carry Over (HCO) HCO user Voice user CA

  19. HCO Equipment • TTY & Phone • 2 equipment • 2 Line HCO • UniPhone • Hearing ability • Reading ability • PocketCom

  20. Speech to Speech • For people with speech disabilities • Dr. Bob Segalman • 1-800-833-7637 Spanish Relay • Spanish to Spanish • TTY, Voice, VCO, HCO • English and Spanish Translation • 1-800-833-7813

  21. Wisconsin Voucher Programs • Telecommunications Equipment Purchase Program (TEPP) • Assists people with disabilities buy equipment they need for telephone services • Hard of Hearing $200 • Deaf $800 • Speech Disabled $1,600 • Deaf & Blind $7,200 • Pays $100 co-payment • Sponsored by WI Universal Service Fund

  22. Wisconsin Voucher Programs • Telecommunication Assistance Program (TAP) • Pays $100 TEPP co-payment for low-income household • Contact local Office for the Deaf and Hard of Hearing (ODHH) or local Independent Living Centers

  23. Customer Service • Available 24 hours, 7 days per week • Presentations • Exhibit Booth • Home Visit • Contact Information • 1-800-395-9877 Voice • 1-800-283-9877 TTY • 1-866-744-7471 Spanish Voice/TTY • 608-827-0402 Fax • wirelay@hamiltonrelay.com • http://www.hamiltonrelay.com/wi/

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