Hamilton Relay provides traditional Relay service including captioned telephone services in California. For more information go to: https://hamiltonrelay.com/california/index.html.

To ensure best customer service, Relay Service users are encouraged to identify their customer preferences through a Customer Profile.

You can let your Relay Service provider know exactly how you want your calls handled.

Your options include:
• Language
• Modality
• Gender of Communications Assistant (CA)
• Speed Dial of frequently called numbers
• Long Distance Carrier
• Slow Typing
• Customized Greetings/Messages

Please contact Hamilton Relay if you have any questions as to whether your customer preferences are handled correctly, including long distance carrier for toll calls.

If you have a problem with the Communications Assistant (CA) or the services provided by the Relay service provider, call the Customer Service number for your Relay Service provider.

If you are unable to resolve your problem, please contact one of the following numbers:

Contact the DDTP Consumer Affairs Specialist at:
Voice: 1-877-546-7414
TTY: 1-800-867-4323
FAX: 1-510-268-4758
Email: consumeraffairs@ccaf.us

If you are still unable to resolve your problem, you can contact the California Public Utilities Commission (CPUC).

Contact the CPUC Communications Division at:
Tyrone Chin, CPUC Communications Division
Voice: 415-703-5888
Email: ddtp@cpuc.ca.gov

Further appeal may be made to the Federal Communications Commission (FCC) at the FCC website.

Additional contact information:
Phone: 1-888-225-5322
TTY: 1-888-835-5322
ASL Videophone: 1-844-432-2275
FAX: 1-866-418-0232

Address:
Federal Communications Commission
445 12th Street SW
Washington, DC 20554

There is no cost to place or receive calls through the Relay Service. If you make international calls or operator assisted calls, charges may apply.

Please complete a Customer Profile so that we know your preferred carrier for these types of calls by calling 1-877-632-9095 or going to https://hamiltonrelay.com/california/index.html.

As a person who may be Deaf, hard of hearing, or have speech disabilities, you can use the Relay Service to communicate by telephone.

This section explains how.

You can make a Relay call from or to a TTY including Voice Carry Over (VCO) and Hearing Carry Over (HCO), computer, webcam, or videophone.

When you receive a Relay call, the Communications Assistant (CA) (aka Relay Operator) will usually ask, “Have you received a Relay call before?” If you have not, then the CA will give you a brief introduction on what to do during a Relay call.

TTY Relay Service
A TTY is a small telecommunications device with a keyboard for typing and a screen or paper for reading conversations.

Voice Carry Over (VCO) Relay Service
VCO is for people who are Deaf or hard of hearing but who wish to speak directly through the telephone receiver to be heard by the other party. In addition to VCO, there is also Enhanced VCO, or Captioned Telephone Service.

Two-line Voice Carry Over (VCO) Relay (2LVCO)
A two-line VCO is similar to the VCO described above but uses two telephone lines. One is used with a TTY for incoming text from the CA to the VCO user and the other line is used for voice from the VCO user who speaks directly to the other party.

Hearing Carry Over (HCO) Relay Service
HCO is for people who can hear but who have difficulty speaking clearly and wish to directly hear the other party.

Internet Protocol Relay Service (IP Relay)
IP Relay is a Web-based service for text users who are Deaf, hard of hearing, or have speech disabilities. This is a free, federally reimbursed service and not part of the Relay Service.

Video Relay Service (VRS)
VRS is for people who use American Sign Language and use a webcam and the Internet or a videophone and high-speed Internet access. This is a free, federally reimbursed service and not part of the Relay Service.

Emergency Call Handling Procedures
In an emergency, TTY users should directly dial 911. Tap the space bar several times to indicate to the Emergency Call Operator that you are making a TTY call.

Ten-Digit Numbering
As of November 12, 2009, all VRS and IP Relay users are required to register and have a ten­ digit local phone number assigned.

Basics of a Relay Call
When you receive a Relay call, the CA usually will ask, “Have you received a Relay call before?” If not, the CA will give a brief introduction on what to do during a Relay call. This may include the following:

Speak more slowly: The CA has to type everything that the voice caller is saying.

Speak directly to the other person: The CA is on the line to relay the call, but not involved in the conversation. Speak as if the CA is not there and directly address the other party.

Use “go ahead” (GA) to indicate you are finished speaking: To let the other person on the call know that it his or her turn to speak, say or type “go ahead” or “GA.”

Use “stop keying” (SK) to indicate you would like to end the call: The conversation continues back and forth until both parties conclude the call. Both parties can signal that they are ready to hang up by saying or typing “stop keying” or “SK.”

TTY Relay Service
A TTY is a small telecommunications device with a keyboard for typing and a screen or paper for reading conversations. A TTY is often used by people who are Deaf, hard of hearing, or speech-disabled.

Voice Carry Over (VCO) Relay

VCO is for people who are Deaf or hard of hearing but who wish to speak through the telephone receiver directly to and be heard by the other party. It requires a combination of a TTY and a standard telephone or a special VCO phone that has both keys and a receiver.

Two-line Voice Carry Over (VCO) Relay (2LVCO)

A two-line VCO is similar to the VCO described above but uses two telephone lines. One is used with a TTY for incoming text from the CA to the VCO user and the other line is used for voice from the VCO user who speaks directly to the other party. The line used for voice requires conferencing or three-way calling capability from your phone service provider.

Hearing Carry Over Relay (HCO)

HCO is for people who can hear but have difficulty speaking clearly and who wish to directly hear the other party. It requires a combination of a TTY and a standard telephone or a special phone that has both keys and a receiver.

Internet Protocol Relay Service (IP Relay)

IP Relay Service is a Web-based service for text users who are Deaf, hard of hearing, or have speech disabilities. This is a free, federally reimbursed service and not part of the Relay Service. Text users who are Deaf, hard of hearing, or speech-disabled can initiate a relay call using a computer or wireless phone with Internet access.

Video Relay Service (VRS)

VRS uses a webcam and the Internet or a videophone and high-speed Internet access. A Video Interpreter (VI) who is fluent in sign language can see and be seen by the calling party. This is a free, federally reimbursed service and not part of the Relay Service. VRS is often preferred by people who wish to use sign language or lip read what the Video Interpreter is saying. The Video Interpreter Relays conversations back and forth between VRS users and people who use standard telephones.

Emergency Call Handling Procedures

In an emergency, TTY users should directly dial 911. Tap the space bar several times to indicate to the Emergency Call Operator that you are making a TTY call.

Calls made directly and immediately to 911 can save valuable time in emergency situations.

Emergency services (911) can be accessed through the Relay Service; however, directly dialing 911 is faster.

Please take a look at this FCC Video about Text to 911.

Ten-Digit Numbering

As of November 12, 2009, all VRS and IP Relay users are required to register and have a ten-digit local phone number assigned. With that number, a hearing caller can directly dial a VRS or IP Relay user. Another benefit of the registration is that the user’s address is on file in case of an emergency.

For more information visit the FCC Website.

When you dial 711, your call is automatically routed to the Relay Service provider and answered in English as a voice call. When appropriate, the call will be switched to the appropriate modality and language. But you can do more.

Establishing a Customer Profile gives you more control over how your calls are handled.

Please note: As of December 2, 2015, “711 Choice” is no longer available. Hamilton Relay has converted all 711 Choice information into Customer Profiles. This ensures that your call is answered in the language and modality (e.g. TTY, VCO, HCO) of your choice.

Set up a Customer Profile
When you set up a Customer Profile, all calls to the Relay Service from your registered telephone number will be handled automatically according to your preference(s).

Your options include:

Captioned Telephone Service (CapTel)
California is currently providing captioned telephone (CapTel) service to eligible persons who are California Connect certified and have completed a California CapTel agreement. CapTel serves hard of hearing persons and other persons who can benefit from word-for-word captions of everything said by the other party in a telephone conversation. These word-for-word captions are generated by a CapTelCommunications Assistant (CA) using the latest voice-recognition technology. At the same time, the other caller’s voice can be heard via an amplified handset. Users with intelligible speech who are Deaf or hard of hearing speak directly to the other party. The call flows like a regular telephone conversation with the added benefit of having captions. The captions appear on the bright display screen a few seconds after the other party has spoken.

How do I apply for a Captioned Telephone?
If you are interested in participating, you must mail, fax, or bring your completed California Connect application to a nearby Service Center for an in-person CapTel assessment.

Trained staff will demonstrate the Captioned Telephone and ensure it is the best telephone for you; if you are unable to go to a Service Center, please call the California Connect Contact Center, at one of the phone numbers listed for further assistance.

Both the captioned telephone equipment and services are available at no cost to those who qualify.

How do I make a Captioned Telephone call?
When captioned telephone users place an outgoing call, they are automatically connected to the Captioning Call Center. When people call a captioned telephone user, they first have to dial the number of the desired captioning service:

Please Note: The Spanish captioned telephone service currently does not operate 24 hours a day. Currently, the hours of the Spanish service are: 5AM to 9PM.

Using speech-to-text software, a specially-trained Communications Assistant (CA) repeats everything the caller says. A computer converts this to text which is sent to the CapTel user’s screen at the same time the caller’s voiced conversation is heard via the handset by the CapTel user. The CapTel user responds using his or her voice, which is heard in real-time by the other caller, just as in a traditional phone call.

Two-line Captioned Telephone Calls:
With a two-line captioned telephone, hearing users directly dial the CapTel user’s telephone number. They don’t have to call the captioning service first or remember a separate toll free number to reach CapTel telephone users. With two-lines, captioned telephone users will see captions on any call at any time.

Two-line captioned telephone service can work on all captioned telephones. However, the captioned telephone user needs a second telephone line with its own telephone number (not just an extension line).

Updates to California Captioned Telephone Service (CapTel)

Extended CapTel Customer Service Hours and Profiles
As of June 2010, California CapTel Customer Service is available in English and Spanish 24 hours a day. A new California CapTel Profile Form will allow California CapTel users to choose calling preferences, activate call blocking, and register their preferred long distance provider. California CapTel users can dial the following numbers 24 hours a day for assistance:

California CapTel Customer Service in English 1-888-402-4018

California CapTel Customer Service in Spanish 1-877-330-0156

Making all callers aware of the presence of a third party
A California Captioned Telephone user is legally responsible to inform all parties on the Captioned Telephone call that there is an operator present on the call. This is to comply with California privacy law, which prohibits unidentified persons, such as a captionist, from listening to a telephone call without the knowledge of all parties on the call. There is a text reminder at the beginning of each call reminding you that “California law requires that you inform the other parties that there is an operator on the call.” The people you call will not hear this message.

You may use your own words to inform the people you call. Some examples of words you might use are:

• An operator/captionist is on this call.
• An operator/captionist is assisting me with this call.
• A communication assistant is listening on this call.
• A communication assistant is captioning this call for me.

Long Distance Charges
There is no cost to place or receive calls through California Relay Service. If you make international calls or operator assisted calls, charges may apply. Please complete a Customer Profile so that we know your preferred carrier for these types of calls. To identify your carrier of choice for billing purposes, please contact California CapTel Customer Service: English 1-888-402-4018, Spanish 1-877-330-0156

New Service Provider
On June 2, 2010, Hamilton CapTel became California’s new provider of captioned telephone (CapTel) service. This change does not require you to do anything different. Please continue using the service as you do now.

Contact Information
With questions, please get in touch with the Contact Center or visit a Service Center.

To purchase a second captioned telephone you can send an email to consumeraffairs@ccaf.us or call toll free:

Voice: 1-877-546-7414

TTY: 1-800-867-4323

FAX: 1-510-268-4758

For more information about captioned telephone (CapTel) service or making a call please visit the CapTel website or contact:

California CapTel Customer Service in English 1-888-402-4018 (available 24/7/365)

California CapTel Customer Service in Spanish 1-877-330-0156 (available 24/7/365)

National CapTel Customer Service 888-269-7477 (available 24/7 excluding holidays)

What is STS?
The California STS service enables people whose speech is difficult for others to understand to communicate by telephone. With this service, you can make calls by yourself, independent of the availability of your assistant or caregiver. When you make a call using STS, a specially-trained STS Communications Assistant (CA) will be on the line with you to assist you during your call. The CA can repeat what you are saying for the person on the other end. You and the person on the phone with you can decide how much of your speech will be repeated: only particularly difficult words or every word you say. No special equipment is needed. You may use your own voice or a Speech Generating Device (SGD). People can also make a call to you through the STS Relay Service. There is no charge to use this STS service; you pay only for the cost of the call from your phone service provider, if any. The California STS service is part of the Relay Service, a program of the California Public Utilities Commission (CPUC).

Who can use STS?
The STS service can be used by anyone whose speech is difficult for others to understand on the phone and would like to have assistance during their call. This service may be especially beneficial for people who have had a stroke, a laryngectomy, who stutter, have Parkinson’s disease, Lou Gehrig’s, Multiple Sclerosis, Cerebral Palsy, brain injury, or any other condition that causes others to have difficulty understanding the user’s speech on the phone. People can also make a call to you through the STS service, e.g., family members, friends, medical professionals or businesses.

How to personalize your STS calls
Let the Relay Service Providers know in advance how you want your STS call handled:
You can let the Relay Service Provider know exactly how you want your calls handled by setting up a Customer Profile. That includes, but is not limited to:

• Conversation related information (e.g. a customized explanation of STS service to be provided to the persons you call or a standard message from you that can be left on answering machines)
  
  
• Call setup-related information (e.g., your selected provider for toll calls; a list of most frequently called names and numbers; when and where you can be reached if someone tries to contact you through STS Relay)

Even if you don’t have a Customer Profile, you can give the CA instructions before (s)he places your call. For example:

• You can ask the STS CA to re-voice everything you say, to only re-voice when the person you are talking to doesn’t understand, or not to re-voice anything unless you ask for assistance.
  
  
• Before the actual call is placed, you can dictate a message to the CA to be used during the conversation.
  
  
• You can ask the CA to retain parts or all of a message for use in future phone calls.

Want more information about STS?
Want to find out more about how a STS call works? How exactly can a STS CA assist you? What are your options to personalize your STS call?

Relay service, including Speech-to-Speech, is provided in California by Hamilton Relay. See Hamilton Relay’s website for extensive Speech-to-Speech information and training materials. Visit: Hamilton Relay.

You can also download or request Relay Service printed materials:

STS flyer – How to personalize your STS call
STS information card
STS call-me card
STS Starter Kit

To receive a print copy, please call 1-866-409-0178 and provide your name, address, and which documents you would like to receive.

You can also contact the STS Training Line to discuss your questions with a live operator. Call Customer Service and request the STS Training Line.

California Relay Service (Hamilton Relay) (available 24/7):
1-877-632-9095 (English),
1-877-419-8440 (Spanish)

DDTP first in Nation to provide Visually Assisted Speech-to-Speech (VA STS)
The Relay Service is offering a new service that can enhance the Relay experience of individuals with a speech disability: Visually Assisted Speech-to-Speech (VA STS).

The Relay Service is offering a service that can enhance the Relay experience of individuals with a speech disability: Visually Assisted Speech-to-Speech (VA STS) This service came into effect May 1, 2012.

What is VA STS?
VA STS is an enhancement to the traditional Speech-to- Speech (STS) service. With a VA STS call, in addition to a basic phone call to the Relay service, the STS caller is also using a webcam or videophone with SkypeTM to connect with the Communications Assistant (CA) at the Relay call center. (The equipment and Internet service to access the video service are required to make a VA STS call but are not provided by the Relay Service.) This one-way video connection allows the CA to see the STS user as they are speaking. Seeing the STS caller’s mouth movements, facial expressions, and gestures, and possibly even cue cards (e.g., yes, no, etc.) or alpha cards can enable the CA to better understand and re-voice for the caller. Users of Augmentative and Alternative Communication (AAC) devices can also share the information they are typing via SkypeTM using computer emulation.

This new service is currently available in English only. Individuals with a speech disability using the service can place and receive calls using VA STS. VA STS is offered by the Relay Service provider, Hamilton Relay. See table below for details about the different VA STS features that are offered.

What do I need to use VA STS?

• A computer (PC or Apple®) with a webcam or comparable equipment to access the video service;
•  A telephone near the video device for the voice connection to the VA STS CA (A device with a speakerphone is recommended);
• Access to high-speed Internet with a minimum bandwidth of 256k upload/download speed. See the SkypeTM Web site for specific system requirements and bandwidth requirements to make SkypeTM video calls;
• The ability to operate the equipment (independently or with the assistance of a caregiver).

Users are strongly encouraged to set up a Customer Profile that identify the user’s needs and call preferences. This will help the CA to set up and facilitate your call more smoothly.

How to get started?
If you are curious about this new service, contact the Relay Service provider to find out more information and for help getting started:

Relay Service (Hamilton Relay):
1-877-632-9095 and ask for the STS Training Line (available 24/7)

How to make a VA STS call?
From a regular phone you call the Relay service provider VA STS access numbers (see below) and indicate you would like to make a VA STS call.

• The CA will call you back via video.
• This is a one-way video connection, which means the CA can see you, but you cannot see the CA.

The CA will ask if you have any special instructions, e.g.,

• Should the CA re-voice all that is being said or only the parts that are not
  understood by the person on the other end;
• Should the CA tell the person you call who is calling them;
• Should the CA ask for a specific person or department at the number you call?

Give the CA the phone number for the person you want to call.
The CA places the call and, if needed, explains the VA STS service.
After that, you can talk with the person on the other end of the call as long as you wish, and the CA is available to assist as much or as little as is needed.

VA STS Access:

Hamilton Relay

Hours of Operation: 24/7

For questions about VA STS, and to sign up for VA STS call 1-877-632-9095 (24/7).

To make a VA STS call dial 1-800-855-7400

Provider VA STS SkypeTM ID: Hamilton.VASTS.01, Hamilton.VASTS.02, etc.

Using SkypeTM Instant Message or Screen Share: Available

For VA STS troubleshooting call 1-877-632-9095

For VA STS resources, visit ca-relay.https://hamiltonrelay.com/california/index.html

Download the flyer with basic VA STS information (PDF).

To view pdf forms, download the most recent version of Acrobat Reader.

Skype™ is a trade mark of Skype, and the California Public Utilities Commission and the Deaf and Disabled Telecommunications Program are not affiliated, sponsored, authorized or otherwise associated with the Skype group of companies.

Remote Conference Captioning (RCC)
Remote Conference Captioning (RCC) offers real-time captioning through the use of Communication Access Realtime Translation (CART) service, allowing individuals who have difficulty hearing what’s being said over the phone during conference calls to read text of what all participants are saying. This service provides a clear understanding of what’s said and allows the individual with hearing loss to participate in conference calls in a more effective manner.

How RCC Works

• The RCC user will receive a link in order to view text. A computer or mobile device along with an Internet connection is required.
• The captioner will need access to the audio portion of the call through either an audio conference line or other method.
• Once the call is connected, the captioner listens to the conversation and produces real-time streaming text, which is sent over the Internet. The text shows up just seconds after someone has spoken.
• At any time, the RCC user can scroll up to review text.
• The RCC user will receive a raw unedited transcript from the captioner within one full business day.

Technical Requirements to use RCC

• Audio conference line or virtual connection access for the captioner so they may listen to the audio portion of the call.
• A computer, tablet or smartphone with access to the Internet.

There is no software to download in order to use RCC and access to RCC services will be available via link provided.

Scheduling Request Form
You must be a resident of the state of California to use this service. To request the RCC services, please complete the RCC Scheduling Request Form. After submitting the form, you can expect an email confirmation within one business day indicating that your request was received. If you require assistance with RCC, please email Customer Care at info@hamiltonrelay.com.

RCC service is available from 8am – 5pm PST Monday through Friday.

The California Deaf and Disabled Telecommunications Program still has a financial responsibility for meetings not cancelled within one full business day of the scheduled request. Failure to cancel could potentially result in suspension of RCC privileges for the participant.

To cancel an RCC event or for more information, please email carelayrcc@hamiltonrelay.com or call 877-632-9095.