I realized that I should put together a patient handout for speech-to-speech (STS) relay after trying to describe the service to one of my patients last week. My patient said that it was confusing after listening to the description the first time. I tried again, using rough visuals, and that really helped. I want to be better prepared for next time, and I thought others might find a guide to STS relay useful too.
Free DIRECT download: An easy guide to speech-to-speech relay (cheat sheet). (Email subscribers get free access to all the resources in the Free Subscription Library.)
Outline:
- Do you have to repeat yourself on the phone?
- Suggestions to try before using STS relay.
- Still have to repeat yourself on the phone? Try STS relay.
Do you have to repeat yourself on the phone?
Do you have to repeat yourself on the phone often enough that it is distracting or annoying? If so, then STS relay may be an option, but first let’s see if some quick fixes will solve the problem.
Suggestions to try before using STS relay
While you can always use STS relay, you may wish to try other possible solutions first. Although using STS relay can be time-consuming, there are ways to speed up the process.
Are you talking to someone who is hard-of-hearing?
If so, then try these tips:
- Speak louder than you normally would.
- Dramatically articulate your words to make them as clear as possible.
- Pause a little longer at natural breaks (where you would have a comma or period if you were writing).
- Make sure to turn off any background noise or go to a quiet place.
- Ask the other person on the call to turn off the TV or go to a quiet place.
If you only have to repeat yourself when talking to someone who is hard of hearing, then using some or all of the above strategies may solve your problem. If not, then there are telephone services for people who are hard of hearing.
I’ve written about traditional telephone relay services for people who have a hearing impairment. Soon, I’ll post about internet-based telephone relay services, as well as other internet-based options for people who have a speech or language impairment.
Do you have a speech or voice impairment?
If this is the case, here are some tips to try:
- Speak a little louder than you normally would.
- Dramatically articulate your words to make them as clear as possible.
- Let the other person know when you change the topic of conversation.
- Use meaningful names and words rather than using too many generic words such as “he/him”, “they”, or “there.”
- Pay attention to other person’s reactions. As listeners, we often make noises or say quick things to let the speaker know if we understand or don’t understand.
- Ask questions or repeat important information to make sure the other person understands. In general, people often pretend to understand out of politeness.
- Use any other tips your speech-language pathologist may have suggested. (Or ask your doctor for a speech evaluation if you haven’t had one.)
Still have to repeat yourself on the phone? Try STS relay.
First, I’ll share how STS relay works. Next, I’ll share some basic facts about STS relay. And finally, I’ll share some time-saving tips.
How STS relay works
STS relay involves 3 people: you, the person you want to talk to, and a specially-trained operator. Here’s how it works.
- You call 711 and ask for STS relay (your state may offer a direct number to STS relay).
- You tell the operator the number you want to dial and give any special instructions.
- The operator dials the person/business you are calling and follow any special instructions.
- The operator lets you know the person is on the line by telling you to “go ahead.”
- You take your turn in the conversation and say “go ahead” at the end.
- The operator repeats what you say to make sure the other person understands.
- The other person takes their turn in the conversation and says “go ahead” at the end.
- You hear this directly, so you take your turn in the conversation and say “go ahead” at the end.
- The call continues in this way.
This video tells some history of STS relay and shows you how it works.
Basic facts about STS Relay
- Confidential and free. No special equipment is required.
- You may call anyone just about anywhere in the world, 24 hours a day, 7 days a week. Long-distance charges may apply, depending on your personal phone plan.
- Anyone in the USA can call you via STS relay.
- You may produce speech in the way you normally do: with your voice, a voice synthesizer, or other assistive device.
- You chose whether to mute your voice to the person you are talking to. The operator, of course, will be able to hear what you say.
- You chose whether the operator will repeat all of your words or just the parts that are hard to understand.
- Some states offer interpretation between languages.
- Some states offer visually assisted STS relay via Skype, which allows you to be seen as well as heard. This can improve speech clarity.
Two ways you can save time when using STS relay
First, create a customer profile to be automatically connected with an STS relay operator. You can also save your instructions:
- Whether you prefer a male or female operator.
- Which language you want to use for your call (depending on your state).
- Whether you want the other person to hear you.
- Whether you want to use Skype (depending on your state).
- Save a standard message in case your call goes to voice mail.
- Select your long distance phone company to avoid unnecessary charges.
- Save frequently called numbers.
Second, set up your STS relay call in advance.
Sprint now offers an email set up option that can speed up your STS relay call. After registering for the service, you can set up your STS relay call from 2 to 24 hours before you make your call by completing this online form.
Then when you call STS relay, you simply tell the operator to use the My Email Call Set-up form. The operator will read the form to dial the number you wish to call, speak your preferred announcement, and follow any special instructions.
Try STS relay
If you have to repeat yourself on the phone, or know someone who does, give STS relay a try. Some states offer training so that you can practice before actually using the service. If you try STS relay, I’d really love to hear how it went and any tips you might have.
If you have a moderate or severe voice or speech problem, there are other options that may allow you to communicate via the phone.
Free DIRECT download: An easy guide to speech-to-speech relay (cheat sheet). (Email subscribers get free access to all the resources in the Free Subscription Library.)
Lisa earned her M.A. in Speech-Language Pathology from the University of Maryland, College Park and her M.A. in Linguistics from the University of California, San Diego.
She participated in research studies with the National Institute on Deafness and other Communication Disorders (NIDCD) and the University of Maryland in the areas of aphasia, Parkinson’s Disease, epilepsy, and fluency disorders.
Lisa has been working as a medical speech-language pathologist since 2008. She has a strong passion for evidence-based assessment and therapy, having earned five ASHA Awards for Professional Participation in Continuing Education.
She launched EatSpeakThink.com in June 2018 to help other clinicians be more successful working in home health, as well as to provide strategies and resources to people living with problems eating, speaking, or thinking.
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