TRS (Telecommunications Relay Service)

TRS (Telecommunications Relay Service) is a federally mandated service that supports communication between people with hearing or speech disabilities and those who use standard voice telephones. It helps bridge communication gaps by using a trained communications assistant (CA) to relay messages between the two parties. The CA acts as an intermediary, converting spoken words into text or sign language and vice versa, depending on the type of service used.

There are several types of TRS, each designed to support different communication needs. TTY (Text Telephone) allows users to type messages that are read aloud by the CA. IP Relay uses internet-based text messaging to connect users with a CA who communicates with the voice caller. VRS (Video Relay Service) supports American Sign Language users through video calls, with the CA interpreting sign language into spoken English. Speech-to-Speech Relay is designed for people with speech disabilities, enabling clearer voice communication through a CA trained in understanding speech patterns.

TRS is available nationwide, 24/7, and comes at no additional cost beyond standard telephone service. It is regulated by the Federal Communications Commission (FCC) to ensure equal access to telecommunications for all individuals. Callers can initiate a TRS call by dialing 711 or by using designated internet platforms.

How TRS Works

Telecommunications Relay Service (TRS) works by connecting a person with a hearing or speech disability to a voice telephone user through a live communications assistant (CA). The CA sits in the middle of the conversation and translates messages between the two parties, depending on the type of TRS being used.

For example, in a traditional TTY-based TRS call, the person with a hearing disability types a message on their device. The CA reads this message aloud to the hearing person on the other end of the call. When the hearing person responds, the CA types their spoken words back to the TTY user. This process continues back and forth for the duration of the call.

In a Video Relay Service (VRS) call, the process uses video conferencing technology. The deaf or hard-of-hearing person signs their message in American Sign Language (ASL) to the CA via video. The CA then speaks that message to the hearing person. When the hearing person responds, the CA signs their message back to the deaf caller in ASL.

Internet-based relay services like IP Relay follow a similar format, but all communication is conducted through a web interface or mobile app instead of a traditional telephone line. Speech-to-Speech Relay Services are tailored for users with speech disabilities and involve specially trained CAs who are experienced in understanding speech that may be difficult for others to interpret.

Regardless of the method, all TRS calls are confidential, and CAs are required by law to relay conversations word-for-word without changing or altering the message. The entire goal of TRS is to provide equal and independent telephone access for people with disabilities.

Types of TRS/h2>

Telecommunications Relay Service (TRS) includes several formats to support different communication needs. Each type is designed to make phone conversations more accessible for individuals with hearing or speech disabilities.

• TTY-Based TRS: This is the original form of TRS, using a TTY (text telephone) device. The caller types messages, and a communications assistant (CA) reads them aloud to the hearing person. The CA then types the response back to the TTY user.
• Voice Carry Over (VCO): VCO is for people who can speak clearly but have difficulty hearing. The user speaks directly to the other party, and a CA types the responses back for the caller to read.
• Hearing Carry Over (HCO): HCO is for individuals who can hear but have difficulty speaking. The user listens to the other party and types responses, which the CA reads aloud.
• IP Relay: IP Relay uses a computer, tablet, or smartphone connected to the internet. The caller types a message, which is then relayed by a CA to the voice caller. The response is typed back in real-time.
• Video Relay Service (VRS): VRS is designed for American Sign Language (ASL) users. It uses video conferencing so the caller can sign to a CA, who then interprets the message into spoken English. The process is reversed for responses.
• Speech-to-Speech (STS) Relay: STS is built for individuals with speech disabilities. A specially trained CA listens carefully and repeats or rephrases the caller’s words to make them clearer to the person on the other end.
• Captioned Telephone Service (CTS): CTS allows users to speak and listen during the call, while reading captions of what the other person is saying. A CA generates real-time captions that appear on a special phone or app.

Each of these services is designed to meet specific communication challenges and can be accessed 24/7, usually by dialing 711 or through internet-based platforms.

Limitations & Considerations

While Telecommunications Relay Service (TRS) provides essential access to voice communication, there are several limitations and practical considerations to keep in mind.

• Speed of Conversation: TRS calls often take longer than typical voice calls. The back-and-forth process—especially with typed or interpreted communication—adds time to each exchange. This can affect the natural flow of conversation, particularly in fast-paced or time-sensitive discussions.
• Accuracy and Clarity: Although communications assistants are trained professionals, there is still potential for miscommunication. Background noise, unclear speech, or rapid speaking may lead to misunderstandings, especially in Speech-to-Speech or VRS calls. Users may need to repeat or clarify messages.
• Confidentiality Concerns: CAs are bound by strict confidentiality rules, but the presence of a third party in every conversation may still raise privacy concerns. Sensitive or personal topics might feel uncomfortable for some users to discuss in the presence of a relay assistant.
• Availability of Specific Services: Not all types of TRS are equally accessible across all areas. For example, reliable high-speed internet is necessary for Video Relay Service and IP Relay. In rural or underserved regions, access to these services may be limited.
• Equipment Requirements: Some TRS options require specific devices or technology. For instance, TTY devices, captioned phones, or video-capable equipment may be needed. This can present a barrier for users who don’t already own the required hardware.
• Caller Identification and Call Quality: Some receiving parties may be unfamiliar with TRS, causing confusion or even hang-ups when they hear a CA speaking on the line. Call quality may also vary depending on the technology and network used, particularly with internet-based services.

Understanding these limitations helps set realistic expectations for users and businesses that rely on TRS. Despite the challenges, TRS remains a valuable tool for accessible communication across a wide range of situations.