Note: These questions cover basic principles--if you desire more information, please refer to the references at the end.

l. What is the Telecommunications Relay Service (TRS)?
It is a toll-free national and state-wide service that provides full telephone accessibility to deaf, hard-of-hearing (hh) or speech disabled TTY users and hearing voice phone users. The service facilitates simultaneous phone communication between the parties by using a Communication Assistant (CA) who relays the TTY-to-voice and voice-to-TTY conversation.This valuable communication tool gives all involved parties the opportunity to make personal and business calls. Both TTY and voice phone users may initiate calls through the NYTRS. In order to access this service, TTY users and voice phone users may dial 711. It is fast, easy to use and convenient.On the RIT campus the NYTRS can be accessed from a faculty/staff telephone by dialing 95# for TTY users and dialing 96# for voice phone users. Pressing the # speeds up the call; it is optional.

.2. What is the step by step procedure for inititating a call like this? What are some tips to make this service easier to use? What will the CA assume?
a. The CA will assume the following: you will be keyboarding, message will be in English and voiced as typed (not interpreted from ASL to English) and that it doesn't matter to you whether the CA is male (M) or female (F).

b. Before you make your phone call(s), have all of your information and phone numbers ready. If you will be making a series of calls, list the phone numbers so you can refer to them easily when you finish a call.

c. Dial the NYTRS phone number and give the CA the phone number you wish to call. If you wish to select a particular service such as interpreting your typed ASL messages to voiced English or/and want a male (M) or a female (F) CA, this is the time to tell the CA this. Be aware that there are more F CAs than M CAs so it may be difficult to honor your request, but they will try if they have the available resources.

d. You may ask the CA not to announce your call -- this means the CA will not ask the called party if s/he has ever received a relay call and will not explain the service, thus saving time for those already famliar with the service.

e. Once the call is connected and being relayed, talk directly to the person you are calling, not to the CA. Avoid saying, "tell him/her". The CA is a transparent link in the background. Pretend the CA is not there and you are talking directly to the called person

.f. If you direct a comment to the CA, be aware that s/he will voice or type your comment.g. Say "Go ahead" or "GA" to indicate you are done and ready for a reply

.h. If you are a voice phone user, speak in a slow and clear manner

.i. If leaving a message, you may want to indicate that you've called through the TRS.

3. What is the "User Profile"?
Most TRSs provide the user profile form which is filled out by the relay user to indicate his communication preferences. It's not required, but if the user needs to keyboard or voice information every time s/he calls, it speeds up the relay phone process.Each TRS vary in the kind of information they include in a profile. This information is automatically displayed on the CA's screen when that user calls (from one phone number). The user profile explains whether s/he uses keyboarding, VCO, HCO, speech-to-speech or 2 line VCO; M or F CA preference; English or Spanish; voicing messages as typed or interpreted (a relay user may use ASL grammar when typing messages and wants the CA to interpret it into English spoken messages); and whether your device transmit in Baudet or ASCII code. The information eliminates unnecessary repetition every time the relay user calls.You may request this form when you apply for phone discounts

.4. Is the TRS service free? How is it funded? When is it available? Do all TRSs provide the same services?
Yes, it's free and available 24 hrs. a day, 7 days a week and 365 days a year. The Americans with Disabilities Act (ADA) mandates TRS services across the USA at no additional cost. Each state has an advisory committee that monitors TRS services and influences contracts with various vendors.All TRSs are required to provide minimal services. Other services are "enhancements" and may not be found in all states. You may contact the customer service department to determine services it provides; ie, VCO, HCO, Telebraille, Spanish, etc.In addition to state TRSs, there are nationwide TRSs one may use. For example, AT & T offers TTY, voice, computer, telebraille and Spanish relay numbers. Refer to the reference section and WWW site for state and national TRS numbers.

5. May I use a long-distance (LD) carrier of my choice? Must I use the state's relay service provider if I wish to access the TRS service? For example, NYTRS uses Sprint as its relay service provider. Must I choose Sprint as my LD carrier?
You may use the LD carrrier of your choice. The NYTRS will work from your phone even if you do not use Sprint as your LD carrier. If you want to bill your LD call through your preferred LD co., notify your CA before the call is made

.6. Are there restrictions on the length and number of calls placed?
There are no restrictions on the length or number of placed calls. You may stay as long as you need or want to and place as many phone calls as you wish.

7. How does TRS affect the billing system?
It has no effect on your bills. You make your calls and pay for those calls as if they were made directly without the use of the TRS service.

8. Do TTY users qualify for a discount on local and LD calls?
Yes, contact your local and LD phone companies to get additional information and application forms. A licensed physician or audiologist has to certify that you need to use a TTY on the form (deaf, hh or speech disabled). The form is sent in and discounts are applied to your phone calls. Some phone companies distribute a special calling card with a number which must be given to the operator for the discount to apply.
In the Rochester area, call Frontier at 777-5777 Voice or 325-7692 TTY to get an application form for TTY users. Contact your LD carrier's customer service phone number to ask for an application form for TTY users so you can get discounts on LD calls as well. If you use Sprint, call 1-800-676-3777 TTY/voice or 1-800-877-3291 Fax

.9. As a voice phone user, a call through TRS would be longer. Doesn't this affect my bill?
It should not affect your bill very much. It might take a few minutes longer to use the TRS service than a direct voice-to-voice or TTY-to-TTY call. When you need to make a phone call, TRS is easy and convenient to use

.10. May I use collect or third party calls and credit or calling cards when I use TRS?
Yes, tell the CA the billing method you wish to use.

11. May I use TRS to call anywhere in the USA?
Yes, TRS lets you place and receive calls from anywhere in the USA. In NY, dial the NYTRS relay numbers.

12. May I use TRS to call anywhere in the world?
Yes, you may place an international call from the USA. In NY, use the NYTRS relay numbers. You need to provide the following information: country code, city code and the phone number you wish to call. Ex: from NY to Frankfurt, Germany: 011 + 49 + xxx-xxxx.If you are in another country and wish to access the NYTRS, dial 605-224-1837. Toll-free NYTRS numbers are not accessible from foreign locations.

13. Would you please explain the CA's role? What should I expect from the CA?
The CA is like an operator-interpreter who facilitates communication between the TTY and voice phone users by typing what is spoken and vocalizing what is typed.The CA is trained to be as unobtrusive as possible (act as a transparent link in the background), to complete all requested calls and to relay the conversation exactly as it's spoken or typed.The CA must be willing to relay whatever they are asked to relay, regardless of content, which may include swearing and illegal and unethical messages. CAs cannot edit or interfere with the caller's right to communicate however s/he wishes to.All CAs are required to perform their role in a respectful manner. CAs' calls are randomly monitored by supervisors to insure quality services

.14. What are the CA's qualifications for this job?
When the CA interviews for this job, s/he is tested for good typing and spelling skills. Certain personality traits are desirable, such as patience, a desire in providing fair, impartial and consistent services, the ability to keep information confidential, and a willingness to work with a diverse group of differently-abled persons and will be assessed during the interview.After accepting the position, the CA undergoes intensive training and supervised practice in relaying calls. They may take ASL classes to better understand ASL grammar and how it differs from English grammar which will help the CA in accurately relaying messages from ASL users.CAs receive ongoing workshops and simulation exercises about the various groups they work with. In addition, CAs often work with other employees who are deaf, hard of hearing, deaf-blind and/or speech impaired.

15. Are calls confidential? What happens when there is a call involving illegal issues, for example, buying and selling drugs?
All calls are kept private and no records of any conversations are maintained. CAs follow strict confidentiality policies and they are trained not to share any information regarding the contents of any relay call to anyone, including their family, friends, the police and legal system.If CAs fail to comply with these policies, they may be held liable with severe job and legal consequences.This policy is necessary in order to ensure equivalent services available to voice phone users. Other phone users who access the phone may discuss illegal or unethical issues without interference.

16. Does NYTRS provide training and workshops free of charge
?Yes, they will send you a kit which has materials (brochures, pens, key rings, etc.) and you may call the Outreach and Education numbers:TTY: 1-800-927-0282; Voice: 1-716-235-3640; Fax: 1-716-235-392717.

What is the NYTRS Customer Service?
This service provides assistance in setting up necessary equipment at a person's home or business so they may use NYTRS. Complaints and suggestions are also handled by Customer Service. Call TTY or Voice: 1-800-676-3777; Voice: 1-800-644-6349; TTY: 1-800-835-5515 or send e-mail: Sprint.TRSCustServ@mail.sprint.com

18. Can you give me an example of a relay call initiated by a TTY user
.A TTY user calls 1-800-662-1220. The relay service answers: NYTRS CA1287 F NBR CALLING PLS GA pls call 1-800-478-3598 pizza house ga DIALING CALL RINGING 1, 2, 3, 4 HELLO (M) PIZZA HOUSE MAY I HELP U GA i would like to order a large pizza with pepperoni and extra cheese to be delivered to 28 main st what is the cost ga THAT WILL BE $12.50 (PHONE RINGING) AND IT WILL BE THERE IN 20 MINS MAY I HAVE UR PHONE NBR PLS GA 874-3882 tty go through relay 1-800-421-1220 if you need to make a call ga OK THX FOR CALLING SEE U SOON BYE GA bye bye ga to sk BYE NOW SKSK (HUNG UP) NYTRS CA 1287 F ANOTHER CALL Q GA no thanks bye now ga to sk BYE BYE SKSK sksk.

19. Please explain the Voice Carryover Service or VCO
.a. This allows a deaf or hh person who can utilize his/her speech and prefers to use his/her speech when communicating on the phone to speak directly to the voice call user and read the response on the TTY which is typed by the CA.
b. Call 1-800-662-1220 or 1-877-826-6977. In order to use this service, you need to tell the CA you want to use VCO. When the CA tells you that the voice phone user is on the line, pick up the phone handset to speak and then put it on the TTY when ready to receive the TTY reply. Both parties need to use the term "GA" to indicate turn-taking in talking and replying
c. There is a combined TTY-telephone and handset which removes the need to pick up the handset throughout the conversation. Check out the various assistive device companies that sell this.

20. What is the 2 line VCO? What's the procedure?
a. The relay service will not be identified nor explained by the CA. The hearing person cannot hear the CA typing on the TTY. You will speak directly to the hearing person and do not need to use the "GA" to indicate turn-taking. The hearing person may have no idea the call is being made through TRS unless he is specifically told by the caller.
b. This service requires the use of 2 separate phone lines and a 3 way calling capacity. One of the 2 lines must be dedicated for the TTY or ASCII and the other line is for the voice phone. Contact your phone company if you wish to purchase this plan.
c. Call 1-800-662-1220 or 1-877-826-6977. Inform the CA you will be using 2 line VCO. Provide the phone number of the 2nd phone line for the CA to call back on. Answer the phone on the 2nd line and place the CA on "standby" (press phone switch hook once). When you get a dial tone, dial the hearing person's phone number. When the hearing person's phone rings, press the phone switch hook to reconnect to the CA. The CA will then be able to hear everything on phone line #2 and type to you on phone line #1.

21. What is Hearing Carry-Over or HCO?
a. This service allows a speech-disabled person to hear voice call users and type TTY messages (voiced by the CA)
.b. Call 1-800-662-1220 and inform the CA you will be using HCO. Provide the number you wish to call. When the other party is on the line, begin typing on the TTY (CA will voice your typed message). When the voice user responds, pick up the handset and listen. Reply by typing on the TTY. Both parties must say or type "GA" to indicate turn-taking in the conversation.
c. There is a combined TTY-telephone handset that removes the need to pick up the handset throughout the conversation. Some people like to use a Speaker Phone to hear messages

.22. What is the Tele-Braille service?This service enables a Tele-Braille user (Braille TTY that a Deaf-Blind (DB) person uses to communicate on the phone lines) to make relay calls like other TTY users. The Tele-Braille user would receive Braille messages and type on a TTY keyboard to send printed or brailled messages. In NY, call 1-800-662-1220.23. What is the ASCII computer call processing procedure?Computer users may access the NYTRS by dialing 1-800-584-2849. When using speeds from 300-2400, the communications software should be set at 8 bits, no parity, 1 stop bit and full duplex (set "time out" 100 sec.). If calling at rate of 300 or below, follow the above settings using half duplex.

24. What new technologies are being used to improve this service?
Sprint and Ultratec are experimenting with voice recognition technology such as Fastran (Fast Transcription) specifically for relay use. The CA will be able to transcribe conversations faster with little or no typing required. This will speed up relay calls.