contact me at

Friday, June 8, 2012

don't hang up the phone!

Blurb: When you receive a call from the Ohio Relay Service, don't
hang up!

When talking to people who are deaf or deaf-blind, I hear it
again and again. We all have horror stories to tell about trying
to call a business only to have them hang up on us. It is such a
frustrating feeling, the kind the makes you feel so small.

I don't think people mean to be so rude. My guess is that they
just don't understand. They should. There's been so much
awareness about ADA and the needs of people who are deaf. Still,
the message hasn't gotten through. Here are some examples:

I tried calling Guys Pizza in Kent. The man who answered the
phone hung up before I could speak. I called back. This time he
said, "We sell pizza here. Are you sure you have the right

I told him I was calling to order pizza. After that, everything
went fine. That's not always the case.

A year ago I was craving Chinese food. I can't drive, so delivery
is my only option. I could find just one Chinese restaurant in
Kent that delivers. So, I used the relay service to call China

It was Saturday evening. A woman answered the phone.
First time: "We're busy. Call tomorrow."
Second time: "I just talked to you. Call later."
Third time: She just hung up.

I called again about two hours later. She said, "We're busy. Call

Now I was getting mad. I still wanted Chinese food. More than
that, I wanted to set her straight about relay calls and
customers who are deaf. But this ignorant woman kept hanging up
before I could speak.

I tried again for lunch on Sunday. The same woman answered.
First time: "We're busy. Call later."
Second time: "I told you to call later."
Third time: she just hung up.

I am nothing if not stubborn. When I want something, and I'm not
able to get it due to discrimination, I do not give up. I was
prepared to call China City every day until they took me call.

I tried again that night. This time I got a man. He was obviously
nervous. He kept stuttering and saying "ummmm...." or "uhhhh..."
He also laughed at inappropriate times.

It took awhile, but I was finally able to place my order. I told
him about the woman who kept hanging up on me. He just laughed
and said, We don't get you guys much."

"You guys??" I assume he was referring to people who are deaf. I
took offense at his remark. I have never ordered from China City

I had another experience just last week. I called the Natatorium
in Cuyahoga Falls. I had a few questions about open swim hours
and cost. I called three times on Tuesday. The woman who answered
kept hanging up on me. I called three times on Wednesday. More
hang ups. I called again on Thursday. She hung up the first time.
She finally took the call on my second try. She told me what I
needed to know, but she was quite rude and impatient.

A phone call from a relay service or video phone relay service is
not a scam, prank or telemarketer. It is a legitimate call from a
person who is hard-of-hearing, deaf or deaf-blind. The relay
service simply acts as a link to allow for accessible
communication. Most people who are deaf receive the relayed
messages as text on a computer or TTY. They then type their
response for the relay operator to say aloud.

These days many deaf people prefer to use video phone, which
allows them to sign to the operator and vice versa. American Sign
Language is not a written language. Video phone allows people who
are deaf to communicate in their native language.

As for me, I use a device call the Deaf-Blind Communicator. Among
other features, it includes a braille TTY. I read in braille what
the operator types. It's amazing what technology can now offer.
It's meaningless if the person on the other end does not

When you receive a relay call, you will hear something like,
"Ohio Relay Service Operator 2456f with a relay call." The
operator will then explain what this means and how to use the
relay service. If you are unsure of what to do, ask the operator.
They are very helpful people. It's part of their job.

When the call begins, the relay service will say exactly what the
person types or signs. They will be speaking in first person. You
should do the same. Saying things like "tell her I said..." or
"he needs to..." is considered rude. Talk directly to the

There are a few rules that might seem weird or awkward. When you
are finished speaking, you need to say "GA." This means "go
ahead." In other words, you are telling the person it's their
turn to talk. Turn taking on a TTY is essential. The reason is
that a TTY can't receive in-coming messages and send out-going
messages at the same time. The two will get mixed up and become
garbled. People still interrupt the relay operator, which is
viewed as impolite.

Another term to know is "SK." This is used at the end of the call
and means "stop keying." Once both parties have said SK, you can
hang up the phone. Some people say "GA to SK." They are
indicating they're ready to end the call, but you can say more if
you want.

Here's another hint. You may not realize this, but the relay
operator will describe everything she/he hears. This includes:
phones ring, typing sounds, people talk in the background,
coughing and nervous sounds the person makes. If you say
"ummmm...," the relay service will type it.

So many times I call a business and the employee tells me to hold
on. Then he'll yell, "It's another one of those deaf calls.
Someone else take it!"

Or the employee might mutter under her breath, "I hate these

Be warned - the operator will relay these comments. They also
gives clues about the person's attitude. Examples include: sounds
nervous, sounds helpful, sounds professional, talking too fast,
inpatient and rude.

Now I beg you... If you get a call from a relay services, don't
hang up the phone! It's a customer who just happens to be deaf.
His or her money is worth just as much as anyone else's. Why
throw that away? Learn to use the relay service and be respectful
to everyone. After all, That's what ADA is about.

1 comment:

  1. I would just like to say thank you for posting this! I recently started a new call center job a few months ago and today I had my first relay call. I was completely clueless as to the etiquette of such a call. I kept saying, "Let him know.." and "He can.." to the operator. Obviously, the gentleman corrected me. And I can only hope the operator adv. the apologetic sound my voice went to immediately after. I was embarrassed and I felt rude. Although I did not purposely say those things to upset him. I just didn't know better. So it urged me to research. And believe it or not, there really is not a whole lot of "relay etiquette" out there. They have the basic description of what it is, but not how to politely speak in a relay call. This has helped me a great deal! Thank you very much!!