Relay Services Factsheet
Linking People Who are Deaf and Hard of Hearing to the Workforce
In the United States, approximately 28 million individuals are deaf or hard of hearing. The degree of hearing loss ranges from hard of hearing to profoundly deaf. Because of these varied hearing losses, different communication methods are utilized. Some individuals communicate entirely through American Sign Language. Others are able to speak for themselves and lip-read the other person’s speaking. It is extremely important to keep in mind that no two individuals who are deaf or hard-of-hearing are the same in any aspect: the degree of hearing loss, the preferred communication method, and the use of assistive technology varies from person to person.
This fact sheet explains a variety of communication methods that can be used to foster effective communication among all of the involved parties. The purpose of this guide is to provide a better understanding of the variety of methods other than interpreting that can be used to communicate effectively with persons who are deaf or hard of hearing and with other speech and communication challenges.
Free relay services include:
Relay methods include:
- Video Relay Service (VRS)
- CapTel
- Communication Access Real-time Translation (CART)
- Relay Conference Captioning (RCC)
- Video Remote Interpreting
- Speech-to-Speech (STS) Relay Services
Telecommunications Relay Services (TRS)
What is it? Telecommunications Relay Services (TRS) is a service for people who are deaf or hard of hearing to allow them equal access to telecommunications. With TRS, populations who are deaf/hard of hearing are able to make and receive phone calls just like any hearing person would.
How to use it: A third party is involved in TRS—the Communication Assistant (CA). While extremely valuable, a CA merely serves as a messenger between the two parties. CAs are held to a strict code of ethics and confidentiality. They may not repeat or disclose any parts of a phone conversation outside of that exchange. The consumer who is deaf or hard of hearing uses his/her text telephone (TTY) to type his/her message which is transmitted to the CA’s TTY. The CA reads what the person who is deaf or hard of hearing types on the text telephone (TTY) to the hearing person. The CA then types back what the hearing person says on his/her TTY which is transmitted back to the TTY of the person who is deaf or hard of hearing.
Relay services are currently available in both English and Spanish.
When to use it: Relay services are intended to be as accessible as telecommunications would be for the individual with a non-communications limitation. They are available 24 hours a day, 7 days a week, and 365 days a year.
The nationwide telephone information number for the relay service is 711. Each state also has its own access numbers. View a list of state access numbers.
View more information on Telecommunications Relay Service (TRS)
Federal Relay Services
FRS is a federal government service which allows federal employees who are deaf, hard-of-hearing, deaf/blind, and or have speech disabilities to have equal communication access.
View more information on Federal Relay Service (FRS)
Video Relay Service (VRS)
What is it? Video Relay Service is another telecommunications relay service that is available to individuals who are deaf and hard of hearing. The VRS user communicates to a video interpreter either by Webcam and a computer monitor or a videophone that can be connected to a television along with a high-speed Internet connection. This service allows for real-time communication: the sign language user signs directly to the video interpreter, who will then voice what he/she is saying to the other party.
How to use it: The computer/Webcam user will need to have videoconferencing software. The videophone user will need to purchase videophone equipment to hook it up to his/her television through a high-speed Internet connection.
VRS can also be used by Voice Carry Over (VCO) users who are able to speak for themselves and see what the other party is saying through the video interpreter, as well as hear the other party’s speech simultaneously. Individuals who are deaf/hard of hearing can verbalize for themselves for the other party to hear. The CA then transcribes/signs what the other party is saying back to the VCO user who is deaf/hard of hearing, depending on the type of assistive technology that is being used.
When to use it: VRS can be used for incoming and outgoing calls from One-Stop Career Centers. Consumers who are deaf/hard of hearing can use VRS to contact employers. See a directory of video relay service providers.
View more information on Video Relay Service.
CapTel
What is it? CapTel is a new technology that allows people to receive word-for-word captions of their telephone conversations. It is similar to Captioned Television, where spoken words appear as written text for viewers to read.
How to use it: Individuals who are deaf or hard of hearing can verbalize for themselves and speak directly to the other party using the CapTel telephone. A user who is deaf or hard of hearing will also be able to hear the other party speaking to him/her. However, a third party person transcribes what the other party is saying to the person who is deaf or hard of hearing. This transcription is word-for-word and is displayed on a tiny screen on the CapTel. Often the other party may not even know that some sort of assistive technology is being used.
When to use it: CapTel can be used for incoming or outgoing phone calls.
View more information on CapTel
Communication Access Real-time Translation (CART)
What is it? CART is the instantaneous translation of the spoken word into English text using a stenotype machine, notebook computer, and Real-Time software. The text appears on a computer monitor or other display. This technology is primarily used by people who have hearing limitations or who are learning English as a second language. The Americans with Disabilities Act (ADA) specifically recognized CART as an assistive technology which affords "effective communication access." It is very similar to captioning.
How to use it: A trained stenographer transcribes all spoken information which is then converted into written English on a laptop computer for a person who is deaf or hard of hearing to read. This communication method is optimal for those who are not able to obtain all information auditorally, but do not benefit from American Sign Language. At large presentations, the words typed on the laptop computer can be projected onto a large screen for viewing by not only attendees who are deaf or hard of hearing, but by all the participants.
When to use it: CART is optimal for presentations, workshops, as well as training courses. It can also be used for one-on-one meetings with those who do not use sign language.
The National Court Reporters Association provides a national CART Provider Directory containing contact information for qualified providers in each state and a CART brochure.
Relay Conference Captioning (RCC)
What is it? This service allows consumers who are deaf/hard of hearing to participate in teleconference calls through relay captioning. It is similar to the concept of CART; however, the stenographer transcribes the dialogue from a remote location.
How to use it: RCC is an Internet-based technology for anyone who has access to the Internet and a Web browser.
When to use it: RCC can be used for conference meetings, conference calls, and any sort of situation where a CART stenographer cannot be physically present. Unlike other TRS services, RCC is only available during working hours, Monday through Friday, 8 am to 5 pm. Furthermore, two-days’ notice must be given when requesting this service.
Video Remote Interpreting (VRI)
What is it? Video Remote Interpreting (VRI) is a service that is very similar to VRS. They both utilize the same equipment of a videophone/television or Webcam/computer with a high-speed Internet connection. However, VRI is meant to serve as an interpreting service for the times that an interpreter cannot be physically present to facilitate communication between the person who is deaf or hard of hearing and the hearing individual.
How to use it: Both the hearing person and the person who is deaf or hard of hearing are in the same location, while the Video Interpreter is present via the Internet. The VRI interpreter can hear and see the conversation and the persons meeting can hear and see the VRI interpreter.
When to use it? VRI is useful for all of the situations that would otherwise require an on-site sign language interpreter. VRI is especially helpful for rural sites and situations where there is an instant need for an interpreter. These include walk-in appointments, meetings, presentations, and workshops.
VRI is provided by several interpreting agencies. More information on VRI can be provided by one’s local interpreting agency.
Speech-to-Speech (STS) Relay Services
What is it? Speech-to-Speech (STS) is a form of relay service for people who have disabilities that cause difficulty in being understood on the phone by others. Individuals who might use STS include those with cerebral palsy, Parkinson’s disease, a laryngectomy, Amyotrophic Lateral Sclerosis (ALS), stuttering, muscular dystrophy, stroke, and other conditions affecting clarity of speech.
How to use it: STS uses Communication Assistants (CAs) who are trained to understand and be familiar with many different speech patterns and language recognition skills. The CA makes the call and repeats the words the person with the speech limitations is speaking to the other person on the phone. The other person on the phone can speak without the CA repeating his/her words.
When to use it: A person with any type of speech limitation can use the STS State Directory that provides toll-free numbers to contact anyone at any phone number in the United States. A business or other entity may also use this service if they need to call a person with a speech limitation.
