Listed below are the most frequently posed questions about Virginia Relay
and the features we offer. If you would like to submit a question for possible
inclusion on our list, please call Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY)
• Who administers Virginia Relay?
Virginia Relay is administered by the Virginia Department for the Deaf and Hard of Hearing (VDDHH). The VDDHH staff works year-round, in partnership with AT&T Relay Service (Virginia Relay’s telecommunications provider), to offer support and technical assistance to Virginia Relay users. To contact VDDHH with any questions, comments or concerns you may have, just call 1-800-552-7917 (Voice/TTY), e-mail ddhhinfo@ddhh.state.va.us, or send a fax to 1-804-662-9718.
• Can I designate a specific carrier for my long-distance Relay calls?
Absolutely! The best way to designate—and update, if necessary—your preferred long-distance carrier is by completing a Relay Choice Profile. For more information about Relay Choice Profiles, visit the “Features” section of this Web site and click on the words “Relay Choice Profile” in the yellow bar. Please note that if you do not designate a preferred carrier, the call will be billed by Virginia Relay’s long-distance provider at a discounted rate.
• Why does Virginia Relay recommend completing a Relay Choice Profile? Can I submit a profile for my entire household and/or place of business?
A Relay Choice Profile is not only convenient, but also a valuable time-saver. With this feature, Virginia Relay users can establish a personal profile that will let the Communications Assistant automatically know the communication preference they prefer, whether TTY, VCO, HCO or Voice. All information you provide in your profile is kept confidential, and a password is required to access and/or edit your profile.
For multiple users calling from the same business or home location, Virginia Relay recommends a Multi-User Relay Choice Profile (MURCP). You can find out more information about MURCPs by visiting the “Features” section of this Web site and clicking on the words “Relay Choice Profile” in the yellow bar.
• Does Virginia Relay cost money to use?
There is no charge to use Virginia Relay within the local calling area, and there are no set-up fees, even for calls made from public and TTY pay phones.
• Will my conversations be kept confidential?
You can always depend on the security and confidentiality of your Virginia
Relay calls. By law, our Communications Assistants are required to maintain
absolute confidentiality about all conversations.
• Several of my friends have been making Relay calls over the Internet. What is this feature called and how can I learn more?
Through a feature called Internet Relay, people can make Relay calls using
their computer, Web phone, personal digital assistant (PDA) or any other Internet-capable
device. To access this feature, you must have an Internet Service Provider
(ISP). For more information, visit the “Features” section of this
Web site and click on the words “Internet Relay” in the yellow
bar.
• I saw a link to CapTel™ on the Virginia
Relay home page. What is this feature?
A specialized technology developed by Ultratec®, CapTel allows people
who are hard of hearing to read a captioned version of their conversations
on the text screen of their phones and listen to the voice of the person they
are calling at the same time. For more information, visit the home page of
this Web site and click on the CapTel icon, located in the lower right-hand
corner of the Web page.
• Are there any features specifically designed for sign language users?
Video Relay Service (VRS), one of our newest features, makes it possible
for sign language users to communicate in their native language using a special
video device. For more information, visit the “Features” section
of this Web site and click on the letters “VRS” in the yellow
bar.
• What about features for Spanish speakers?
Virginia Relay offers many features for Spanish users, including STS (Speech-To-Speech)
and pay-per-calls. To access Spanish-to-English or English-to-Spanish translation
services, dial 7-1-1 and tell the CA which type of translation you need.
• What if I need help using my relay equipment, or if I have a question?
Just contact Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY), and we will connect to one of our relay equipment experts. He or she will be able to assist you over the phone or in person.
• What if my relay equipment breaks or is stolen or destroyed?
Just because something unexpected happens to your relay equipment, doesn’t mean you have to learn to live without it. VDDHH’s Technology Assistance Loan Program (TAP-LOAN) allows individuals to borrow the relay equipment they need for a period of 30 days. To find out more, call Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY), and ask for the name and phone number of the TAP-LOAN site nearest you.
• Is there a place where I can test relay equipment that I am interested in purchasing? What if I am housebound but still want to test relay equipment?
At VDDHH’s Assistive Technology Demonstration Centers—located across Virginia—individuals can test relay equipment they are interested in purchasing. Each Center features knowledgeable staff members who can explain and demonstrate the various types of relay equipment we offer.
For those who are housebound, staff members are available to provide in-home equipment demonstrations. For the Assistive Technology Demonstration Center located nearest you, or to request a home visit, please call Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY).
• I have a three-year-old child who is deaf. Is relay equipment designed for all ages, or do I need to purchase age-specific equipment?
Certain types of relay equipment are designed specifically for children who are deaf, hard of hearing, DeafBlind or speech disabled. To learn more about the kinds of equipment available for your child, call Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY), and ask for the Assistive Technology Demonstration Center nearest you. Each Center features experienced staff members ready and willing to assist you and your child.
• How can I arrange a Relay training session for my business or organization?
VDDHH’s Outreach Provider network sponsors training sessions to help all Virginians—including business professionals—learn more about hearing loss and ways to communicate with individuals who are deaf or hard of hearing. To schedule a training session for your group or organization, call Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY), and ask for the Outreach Provider nearest you.
• Does Virginia Relay offer sign language courses?
Sign language courses are offered at several of our Outreach Provider locations. For specific course information, call Virginia Relay Customer Service at 1-800-552-7917(Voice/TTY), and ask for the Outreach Provider nearest you.
• How can I get on the Virginia Relay mailing list?
Joining our mailing list is the best way to stay up-to-date and informed on all the latest Virginia Relay news and happenings. Plus, you’ll also receive our bi-annual newsletter, The Commonwealth Caller. To join, send your name, address, phone number, e-mail address and method in which you prefer to receive our newsletter (either a hard copy through the mail or a .pdf version to your e-mail account) to:
Virginia Relay
Radcliffe Building
Suite 203
1602 Rolling Hills Drive
Richmond, VA 23229-5012
Please indicate in your correspondence that you would like to be added to Virginia Relay’s mailing list.
