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NoMoreRedail
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(Date Posted:11/10/2006 12:40 PM)

I'm brand new to the place.. so Hello.

I've been doing the relay thing for about half a year now and I actually like my job quite a bit. I think that puts me in a rather large minority, but I can dig that.

I just recently (as of yesterday, as a matter of fact) got my mother set up to make and receive relay calls through her computer. She hasn't spoken on the phone in years because her hearing has been failing her and she's too embarrassed to let anyone she calls know she's hard of hearing.

That's all kind of beside the point.

Just today I had a caller making multiple legitimate (at least as far as I could tell) calls inquiring about a product at many local (to them) stores and probably 20% - 25% of them hung up as soon as relay was introduced.

Even beyond the fact that it's something that will directly impact my mother at some point, it bothers me that the deaf community as a whole has to deal with this situation. I'm not sure how to go about making a difference in this area, though.. who to contact.. who would even care.

This isn't so much a search for help or answers as it is more of a venting.. although I do hope to get some progress made in this area.
smoothloperator
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(Date Posted:11/10/2006 12:52 PM)

The problem is the Nigerian Scammers bottom line.  So many businesses get calls and are told they're potentially fraud, that only ones that have face-to-face dealt with Deaf customers won't hang up right away.  There is a TON of negative publicity out there about IP relays, as well  as having shock-jocks encourage stupid kids to abuse the system.


 


Businesses need to be educated, but you probably won't find many of the tele-coms willing to do that.  Maybe there are some local Deaf groups you could try to contact about it...that might help on a local level.


 


But most businesses don't deal with relay calls or deaf/HOH people on a daily basis or even a weekly basis, so for many who don't have a clue about relay (I mean hell only I think 1 person in my training class of 15 knew what it was when we started), it's going to sound like a solicitation and most employees aren't discouraged from just hanging up on them. 


 


If you're really worried about your mom being treated "fairly", why not look into getting her set up with State Relay or a different relay service that doesn't have the "stigma" of IP anonymous relay.

--------------------------------------------------------------
Verizon = Devil

Relay needs REFORM NOW!

speedial 1
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(Date Posted:11/10/2006 4:42 PM)

It has been suggested to me that RO speak  more slowly and clearly when giving their intro., Apparently, the relay novice may take heed when it becomes clear that the speaker is a---------state relay operator and handling a call for a deaf person. 


For some reason , if the id number is given right after the state or name of the phone company the person on the phone gets confused and hangs up- because they don't know why someone is giving them a number. I don't know if there may be a better word order- or give ID number last. 


In any case, some people hang up because they really don't know what relay is as it is out of their frame of refererce, as smoothoperator suggested. Many hearing people seem to get really flustered, and find hanging up solves the problem. I also suspect some places know the  will take more time then the average and on a busy switchboard system it may be eaiser to just hang up.


I guess some of these things "go with the territory", for deaf and oprs.. Education will help but it's hard to reach everyone who may have to use relay.

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(Date Posted:11/11/2006 5:10 AM)

I think it also depends on what relay service youre from; some services are able to lock scammers out, so they have better reputations among businesses as being operators who have real, legitimate callers on the line instead of just scammers. This is the case where I work to the point that I've had people ask me to repeat what service I'm from so they can make sure its one they trust.

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- Stephen Colbert

speedial 1
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(Date Posted:11/11/2006 6:22 AM)

Reply to : NoMoreRedail

Welcome NoMoreRedail !  Just thought I might add my two cents to you mother's situation. Some things which may be helpful to your mother:


1. She may be embarrassed to tell anyone she is hard of hearing. You may tell her for me---- they already know! You can't "fake" for too long. She probably has been really quiet and maybe even withdrawn at times because she didn't know what was going on. She probably makes "mistakes" and asks or answers questions in strange ways, because she misunderstood what people were saying. She probably either talks too loudly, softly or maybe even a lot if she's brave (if you are talking you don't have to listen.) People are probably repeating themselves, talking louder or she's getting the "it's not important" or "nevermind" etc. People know.


2. She may be embarrassed because she thinks people will think she's getting old. Well, kids are HOH, and anyway time flys and a lot of her friends may join her- or already have hearing aids. Her friends and family willl appreciate it if she can tolereate the aids. I personally have a love hate relationship with them and anyway, they don't do me a heck of a lot of good- but they may be ust the ticket for her--she'll have to give herself plenty of time to adjust to them- it's not like putting on glasses. Nowadays there are the in the ear and in the canal aids so she won't be stuck with the old harness and wires I had as a kid. Even the behind the ear aids can be unobtrusive ( mine are large and have a boot jack which adds to the weight and size- but I prefer it ---then people know why I haven't responded and they don't think I'm rude.


3. She may want to consider joining what used to be called SHHH (shelf help for HOH, now called Hearing Loss Association of America - she can find a local chapter, most likely http://www.shhh.org/.  A really large cross section of HOH join- some with mild hearing loss some by audiometric standards deaf. Many have CI's. A lot of chapters have both day and evening meetings with speakers and discussions and socializing. It may help her to meet some people who have lost or in the process of losing their hearing. Most of these groups, I understand are not sad sack crying in your beer people but folks learning to cope and who have full lives.


4. If her hearing is really lousy she may want to join a late deafened group, if there is one near her.  http://www.alda.org/


5.Let her know (if she is deaf rather then HOH) that deaf people do not define themselves by how much they hear- so she doesn't have to worry about "fitting in" (she probably with not have to deal with militane Deaf) . It doesn't really matter what your audiogram looks like. It is what ever you consider yourself- pretty handy. As far as communication it's whatever works. Speech, ASL, pidgin signed English (PSE), SEE (signed Exact English, cued speech,gestures, writing  etc.. Deaf people will work with her in whatever way is most comfortable.


Maybe she's doing some of these things already. Depression comes with the hearing loss, so she can consider herself normal if she's feeling depressed and isolated. She will feel a lot better as her anxiety decreases and she "comes clean" with people- as I say they will be thrilled to hear she's taking some action- it will make it eaisier for everyone! It's a process and a drag but tell her to persevere.


Lastly tell her that there are some fantastic helpful  CA's out there (I'm sure she'll smile) who will be more then happy to help her with her calls!






I'm brand new to the place.. so Hello.I've been doing the relay thing for about half a year now and I actually like my job quite a bit. I think that puts me in a rather large minority, but I can dig that.I just recently (as of yesterday, as a matter of fact) got my mother set up to make and receive relay calls through her computer. She hasn't spoken on the phone in years because her hearing has been failing her and she's too embarrassed to let anyone she calls know she's hard of hearing.That's all kind of beside the point.Just today I had a caller making multiple legitimate (at least as far as I could tell) calls inquiring about a product at many local (to them) stores and probably 20% - 25% of them hung up as soon as relay was introduced.Even beyond the fact that it's something that will directly impact my mother at some point, it both





NoMoreRedail
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(Date Posted:11/11/2006 8:11 AM)

Wow, lots of great responses.. thank you all. I'm just going to reply in one comment..



smoothloperator: I agree, the Nigerian scammers are the biggest problem.

Maybe there are some local Deaf groups you could try to contact about it...that might help on a local level.

That's sort of what I was thinking. You'd think they'd be interested in getting the word out there that not all relay calls are scams. Sure, some are.. and and businesses certainly should be aware and careful of them, but there are also many legit calls that they're turning away.



speedial 1: In any case, some people hang up because they really don't know what relay is as it is out of their frame of refererce, as smoothoperator suggested.

I agree.. that's what I'd like to try to change, if possible. (I know it's a rather large goal, but aim high, huh?)



I've emailed your second response directly to my mother and I'll be checking out the sites you suggested. Thank you very much for all the great info.
smoothloperator
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(Date Posted:11/11/2006 12:23 PM)

One thing I always wondered was do small businesses HAVE to take Relay calls?   A few years ago I worked for a small business and I know that as far as the Employment laws go, there are many a small business doesn't have to adhere to or ones that apply differently.   Like so many Oriental food places are usually small family businesses so they're under different regulations as far as breaks, who they hire, stuff like that.   Like where I worked, I didn't have breaks.  It was ok to bring lunch and have it when it was slow or quiet, but it wasn't like a scheduled break and legally for a small business they're not  under the same laws a big corporation is.  I've always wondered if the same applied with the ADA laws also.


Also if a business catagorically doesn't accept relay calls how is that viewed?  What about businesses that only will accept State relay calls (a growing trend with all the fraud out there)?   I wonder too how much could be cleared up by the person actually just going to the store in person and explaining it that way to a store manager.  Yes it could be an inconvenience, but usually a face to face encounter would get a manager to talk to their employees who answer the phones and explain how relay works or even educate themselves.


I've worked in a variety of businesses since I was old enough to work and encoutered ONE Deaf person in 12+ years of employment in various retail and service jobs.  So if someone would have called on relay I would have thought it was a sales call and thought nothing of hanging up on it.   I never even knew what relay was till I had my interview....so there's really not a whole lot being done to educate anyone about it.   Which is a failure by relay companies and local deaf communities.

--------------------------------------------------------------
Verizon = Devil

Relay needs REFORM NOW!

speedial 1
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