California Relay Services (CRS)

CRS may be used by anyone who has limitations hearing or speaking and to communicate with someone who has these limitations. A specially-trained Communications Assistant (CA) relays telephone conversations for all of the calls. 

When you receive a Relay call, the CA (aka Relay Operator) will usually ask, “Have you received a Relay call before?” If you have not, then the CA will give you a brief introduction on what to do during a Relay call.

When reaching out to a client identified as having hearing or speaking limitations:

• Dial 711
• Provide the CA the client’s 10 digit phone number (including area code) 
• When the client answers, identify yourself and read from the CRS phone script below

CRS Phone Script

The following script must be read to clients prior to any CRS conversation.

“This call was initiated using the California Telephonic Relay Service. The relay service is a third-party that is participating in this conversation with Santa Clara County Department of Employment and Benefit Services. If you would prefer to speak without the presence of the relay service operator you may end this call or arrange for you and me to have our conversation some other way.”

Confidentiality

Federal regulations specify very strict confidentiality requirements for CAs of all Relay services. No part of the conversation that takes place between callers is revealed or recorded in written, verbal, or any other form. CRS CAs do not participate in the conversation and acquire no benefit from information relayed.

Related Topics

Introduction

Telephone Answering Policy

Telephone Technique

Telephone Answering Procedure

Telephone Answering Guidelines

California Relay Services (CRS)

Personal Telephone Calls

Department of Employment and Benefit Services Collect Calls

Threatening Calls/Bomb Threat Procedures

Confidentiality