Speech-to-Speech Relay Service Gets Enhancements in Report and Order
Speech-impaired individuals will be able to communicate more effectively using the Speech-to-Speech (STS) Relay Service, FCC officials said, as commissioners voted unanimously to adopt an order and FNPRM adopting several enhancements to the program. The changes are designed to enhance “functional equivalency” for its users, an official said. Acting Chairwoman Mignon Clyburn called the item “another step toward fulfilling the promise of Title IV of the [Americans with Disabilities Act].”
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The new rules increase to 20 minutes the amount of time a Communications Assistant (CA) must stay with an STS call that goes for 20 minutes or longer; the previous limit was 15 minutes. The longer time will give CAs the ability to establish more “effective communication” with a user, said Gregory Hlibok, chief of the Disabilities Rights Office at the FCC, speaking via sign language.
Users will also get the option of having their voices muted during a call, so the called party only hears the CA. Some users are “uncomfortable with having their voices heard,” Hlibock explained. The order also requires that for calls initiated by 711, STS users have the “same ease” reaching a CA as do any other users of the 711 system.
The further notice seeks comment on whether to centralize outreach efforts on STS at a single nationwide entity. “We believe STS has been underutilized” since first approved as form of compensable relay service in 2000, Hlibok said. Centralizing outreach may more effectively reach a bigger portion of Americans who could benefit from the service, he said. Clyburn said she was “particularly” concerned that despite considerable outreach, potential STS users who could benefit from the service remain unaware of it. The further notice will also examine the idea of STS caller profiles, so CAs will have information about users in advance of calls.
To demonstrate the difficulties faced by speech-impaired users on a daily basis, the bureau played a video showing someone with speech impairments attempting to order a pizza. His solo attempt was unsuccessful; with the help of a CA, he was able to order his spinach and sausage pizza.
For millions of Americans with hearing and speech impairments, functional equivalency gives them “the right and ability to pick up the phone, reach out and connect, and participate more fully in the world,” said Commissioner Jessica Rosenworcel. “The net result” of the improvements “should be more dignity for users, more clarity for communications assistants, and more effective calls.” The reforms may appear “incremental,” but they can be “monumental” for those in need, said Commissioner Ajit Pai, “whether it’s extra cheese, or extra help in an emergency.”