Telecommunications Relay Services let people who are deaf, hard of hearing, deafblind, or who have speech disabilities communicate by telephone. FCC rules require interstate and intrastate TRS to be available 24 hours a day, seven days a week. A business still controls its own opening hours, but it should not treat the presence of a communications assistant as proof of fraud.
What changes during a relay call
The relay assistant conveys the parties' words according to the service type. The business representative should speak to the caller, not about the caller; use ordinary pace and direct questions; and allow the relay process time. Interrupting or repeatedly restarting can make an otherwise routine appointment significantly harder.
Some relay channels support different interaction patterns, including video relay for sign-language users and IP relay for text-based communication. Staff need a general protocol rather than assumptions about one device.
Security without discriminatory screening
FTC warnings show that scammers can misuse relay services, just as they misuse voice, email, and text. The response is a channel-neutral verification policy. Apply the same risk-based checks to the same transaction regardless of disability or relay use.
For example, an ordinary request for operating hours needs little verification. A payment change or disclosure of protected information requires the business's standard independent authentication. Do not demand extra identity documents solely because the person uses relay.
A measurable quality review
Conduct approved accessibility test calls and record:
| Measure | Unit |
|---|---|
| Relay acceptance | accepted test calls / relay test calls |
| Transfer completion | correct destinations / accepted tests |
| Extra verification disparity | relay vs comparable voice transactions |
| Completion time | median and 90th-percentile minutes |
| Script defects | count by tested scenario |
The sample should include appointment booking, message taking, a transfer, and a sensitive request that properly triggers the ordinary verification process. Small test samples reveal defects but do not estimate the experience of all disabled callers.
Build multiple access paths
DOJ effective-communication guidance emphasizes appropriate auxiliary aids and services according to context. Phone access should coexist with an accessible web or text path where appropriate. WCAG 2.2 is relevant to the digital path, not a substitute for staff training on relay calls.
Connect this protocol to the multilocation call-routing framework, and review AnsweringServiceStaff services when planning staffed intake.
FAQ
Is every relay call legitimate?
No channel is risk-free. Apply the same transaction-based safeguards used for comparable non-relay calls.
Should staff speak to the communications assistant?
Address the caller directly. The assistant is facilitating the communication.
Does passing one test prove ADA compliance?
No. It confirms only the tested path at that time. Legal obligations depend on the organization and context; obtain qualified advice for compliance decisions.