Georgia Relay Partner Training

Turn Georgia Relay Users into Lifelong Customers

What is Georgia Relay?

A free public service that allows Georgia residents who are deaf, hard of hearing,

deaf-blind or have difficulty speaking to communicate by phone.

Administered by the Georgia Public Service CommissionService provided by Hamilton Relay

How A Georgia Relay Call Works

The Relay caller places a call through

Georgia Relay, typically through the use of an assistive

communication device.

A Communication Assistant (CA)

speaks and/or types what is

said between you and the Relay caller.

Speak as you normally would, just

a little slower. Say “Go Ahead”

when you are ready for a response.

Secure, Confidential Calls

• All calls are kept strictly confidential by law

• No records of calls are kept• CAs must type everything you say exactly

as you say it• CAs must remain impartial, and cannot get

involved in the conversation

Relay Calls Are Good For Business

By learning how to handle Relay calls you have the opportunity to:

•Convert callers into customers•Increase sales•Build customer loyalty•Get word-of-mouth referrals from satisfied Georgia Relay users

Types of Relay Calls

• Traditional TTY Relay: Users type and read their phone conversations on a text telephone (TTY).

• VCO (Voice Carry-Over): Users speak directly to you, then read your response.

• HCO (Hearing Carry-Over): Users listen directly to you, then type their response.

• STS (Speech-To-Speech): Users with difficulty speaking listen and speak directly to you with the assistance of an STS-trained CA.

Types of Relay Calls

• Internet Relay: Users connect to Georgia Relay via a computer, web or wireless device.

• Captioned Telephone (CapTel®): Hard of hearing users talk directly with you, while also viewing your words as text captions on a CapTel phone.

• VRS (Video Relay Service): Users communicate with sign language using a videophone or webcam.

• Spanish Relay: Users can request Spanish-to-Spanish and Spanish-to-English service.

Answering a Relay Call

Step 1. When you answer a Relay call, the

Communication Assistant (CA) will identify the call and give their CA number –

“Hello, Georgia Relay CA 2643.”

Answering a Relay Call

Step 2. If you you are unfamiliar with Relay, the CA will explain how Georgia Relay works.

Answering a Relay Call

Step 3. The call will proceed with the CA voicing everything to you that the Relay user types or signs.

Answering a Relay Call

Step 4. When the CA says “Go Ahead,”

it’s your turn to respond.

Speak slowly and directly to the caller, not the CA.

Answering a Relay Call

Step 5. When you are finished speaking, say

“Go Ahead.”

The CA will then type or sign everything you said back to the customer.

Answering a Relay Call

Step 6. The CA will continue relaying the messages

back and forth until both you and the customer are finished with the conversation.

Making a Relay Call

Step 1.Dial 7-1-1 to reach Georgia Relay.

Calling from out of state? Dial 1-800-255-0135.

Making a Relay Call

Step 2.Give the CA the telephone number of the customer you wish to call.

Making a Relay Call

Step 3. Once the CA has connected you, your conversation will proceed as a normal Relay call.

Making a Video Relay Service (VRS) Call

1. Dial the VRS customer’s area code and phone number, just like a traditional phone call.

2. The call will automatically connect through a VRS provider’s center.

3. Once connected, a CA will relay your conversation back and forth as normal.

Making and Receiving CapTel® Calls

With all Captioned Telephone (CapTel) calls, there’s no need to wait for cues from a CA.

The customer listens while reading captions and responds directly to you.

Making and Receiving CapTel® Calls

Be sure to ask your customer how best to reach him/her in the event you need to call back. You must either:

Dial the customer’s phone number directly-or-

First dial the captioning center (1-877-243-2823), then enter the

customer’s phone number.

Calling Tips

Don’t hang up. There will be a short pause when you pick up, similar to a telemarketing or solicitation call. However, a CA will quickly identify themselves to you.

Calling Tips

Speak slowly and clearly so that the CA can capture everything you say. It is not necessary to speak loudly.

Speak directly to your customer, not the CA. The CA will not acknowledge you if you try to speak to him or her.

Calling Tips

Say “Go Ahead” after each thought. This signals that you are finished speaking and it is the Relay user’s turn to respond.

Be aware that the CA will type everything that is heard—including background noises and voice intonations—to ensure equal access.

Calling Tips

Be patient. Georgia Relay calls take a few minutes longer than regular calls.

Know your customers’ Relay preferences. Before getting off the call, ask your customers which type of Relay service they prefer you use when contacting them.

Calling Tips

Ask for help if you have trouble understanding a conversation. Typed messages from TTY users who use American Sign Language (ASL) may not translate well into spoken English. If you have trouble, ask the CA for an ASL translator.

Relay Call Fraud: Protect Your Business

Criminals can pose as Relay callers to conceal their identity and place orders with stolen/fake credit card numbers and cashier’s checks.

Fraud Warning Signs

Beware of callers who:•Refuse to provide a name or phone number•Order unusually large quantities•Don’t ask common questions •Have no concern for price •Want order shipped immediately through a third party and/or to an overseas location

More Fraud Warning Signs

Beware of callers who:•Use multiple credit cards, sometimes with numbers that are close together•Can’t provide a 3-digit credit card verification code•Wish to pay with a certified check•Refuse to wire money directly to you•Pressure you to “act now” on the sale

Preventing Call Fraud

For All Transactions: Always confirm the buyer’s full name, address and telephone number.

For Credit Card Payments: Ensure that the credit card is valid and the user is authorized before ending the call if possible.

Preventing Call Fraud

For Check Payments: Ask for a check drawn at a local bank or local branch. Never accept a check for more than your selling price.

For Wire Transfers: End the transaction immediately if the buyer insists that you wire back funds.

Report All Suspicious Calls To:

Federal Trade CommissionFTC.gov

1-877-FTC-HELP

Georgia Relay Customer Service1-866-694-5824 (Voice/TTY)

GARelay@HamiltonRelay.com

Employee Support

Questions: 1-866-694-5824 (Voice/TTY)

Learn more: GeorgiaRelay.org