Author: Silke Brendel-Evan

Enabling consumers with speech and other disabilities to make phone calls
David Weiss & Andie Squires
Deaf and Disabled Telecommunications Program (DDTP), www.ddtp.org

What is a Relay Call?
A relay phone call uses an intermediary operator, called a Communications Assistant (CA) to facilitate telephone calls. This FREE service is specifically designed to assist disabled customers.

Hearing Carry Over (HCO)

What is Hearing Carry Over (HCO)?
Hearing Carry Over (HCO) is for people who can hear but whose speech is not easily understood by others. The user types on a TTY device and listens to the response from the person on the other end through a telephone receiver.

Caller with a speech disability

Communications Assistant (CA)

Caller without a speech disability

What do you need to make an HCO call?
A TTY and a telephone, or
A TTY with a receiver
Make an HCO call:
Dial 7-1-1 or 1-800-735-2929 and request HCO
You will be connected to a CA and be asked for the number you want to call
You type and listen; the CA will read what the HCO user types for the person on the other end; the person you call will speak directly to you.

Speech-to-Speech (STS)

What is Speech-to-Speech (STS)?
Speech-to-Speech (STS) is one form of relay. STS enables persons with a speech disability to make telephone calls using their own voice (or Speech Generating Device). STS CAs are specially trained in understanding a variety of speech disorders, which enables them to repeat what the caller says in a manner that makes the caller’s words clear and understandable to the called party.

What do you need to make an STS call?
A telephone (landline or cell phone)
No special equipment is needed; you can use your own voice or a Speech Generating Device (SGD)

Make an STS call:
Dial 7-1-1 and ask for STS or dial 1-800-854-7784
You will be connected to a CA and be asked for the number you want to call
The CA will re-voice your conversation with the person on the other end.

Caller with a speech disability

Communications Assistant (CA)

Caller without a speech disability

Visually Assisted Speech-to-Speech (VA STS)

What is Visually Assisted Speech-to-Speech?
Making a VA STS call is very similar to making an STS call, but in addition to the phone connection it also uses a visual component to assist with the communication between the caller and the CA. It enables the CA to see the caller’s mouth movements, facial expressions, and gestures.

Caller with a speech disability

Communications Assistant (CA)

Caller without a speech disability

What do you need to make a VA STS call?
A telephone (landline or cell phone)
A computer with Web cam
Access to high-speed Internet
Make a VA STS call:
Have your computer and Web cam ready
Dial 7-1-1 and ask for VA STS or dial the VA STS access number of one of our relay providers
The CA will connect the video (Please note: CA can see caller, but not vice versa)
Provide the number you want to call
The CA will re-voice your conversation with the person on the other end; your visual cues received through the video help the CA to understand and re-voice better.

Customize your calls!
Customize your greeting
Relay calls are often mistaken for telemarketing calls. To resolve that, tell the CA exactly how you would like them to announce the call! Example: “Hi this is Angela, I’m calling through relay and the operator on the line is assisting me with this call.”
Let the CA know how to handle your call
Do you have numbers you dial regularly? Would you prefer to have a female CA? How much do you want the CA to repeat for you? Store information in a customer profile that the CA can access whenever you are on a call.

The Program
The Deaf and Disabled Telecommunications Program (DDTP) is a state-mandated program of the California Public Utilities Commission (CPUC), providing Californians who are deaf, hard of hearing, speech-disabled, or have another disability with specialized telephone equipment through the California Telephone Access Program (CTAP) and relay services through the California Relay Service (CRS).

Examples of equipment available through CTAP:

Remote control speakerphone

Cordless speakerphone

Corded speakerphone with outgoing voice amplifier

Artificial Larynx Device (ALD)

There is no charge to use CRS. You pay only for the cost of the call from your phone service provider, if any.

Anyone can initiate a relay call, not just those who have difficulty speaking. Friends, family, and business contacts can initiate relay calls too by simply dialing 7-1-1 and telling the operator the number you wish to call.