Understanding Speech-to-Speech Services
Speech to Speech (STS) is a form of Telecommunications Relay Service (TRS) that enables persons with a speech disability to make telephone calls using their own voice (or an assistive voice device). The service uses specially trained Communication Assistants (CAs) who understand various speech patterns and can repeat unclear words for better comprehension.
The VA-STS Enhancement
VA-STS takes traditional STS to the next level by adding video technology. Relay Video-Assisted Speech-to-Speech allows a person who has a speech disability to use both a telephone and a video device to make Relay calls.
How Visual Cues Help: This one-way video connection allows the CA to see the STS user as they are speaking. Seeing the STS caller's mouth movements, facial expressions, and gestures, and possibly even cue cards (e.g., yes, no, etc.) or alpha cards can enable the CA to better understand and re-voice for the caller.
Who Benefits from VA-STS?
People with various conditions can benefit from VA-STS:
- People with cerebral palsy, multiple sclerosis, muscular dystrophy, Parkinson's disease and those who are coping with limitations from a stroke or traumatic brain injury may have speech disabilities
- Users of Augmentative and Alternative Communication (AAC) devices
- Individuals with temporary speech impairments
Equipment Requirements for California VA-STS
To use VA-STS in California, users need:
- A computer (PC or Apple®) with a webcam or comparable equipment to access the video service
- A telephone or a device with a speakerphone (is recommended), placed close to the video device for a voice connection to the VA STS CA
- Access to high-speed Internet with a minimum bandwidth of 256k upload/download speed
- See the Jami™ Web site for specific system requirements and bandwidth requirements to make Jami™ video calls
- The ability to operate the equipment independently or with the assistance of a caregiver
Making a VA-STS Call in California
The process is straightforward:
- Initiate the Call: Simply dial 711 or call the California Relay STS toll-free number at 1-800-855-7300. Inform the STS CA that you would like to make a VA-STS call
- Join Video Connection: The STS caller must use a webcam or videophone with Jami™ in addition to the basic phone call to the Relay service, to connect with the Communications Assistant (CA) at the relay call center
- Video Setup: This is a one-way video connection – the STS CA will see you but you will not see the CA
- Place Your Call: Provide the number you wish to call and any special instructions
Service Customization
VA-STS offers several customization options:
- Customer Profiles: Once you set up a customer profile you can personalize your communication preferences so that Communication Assistants will have it on file and your calls can be made more efficiently
- Personal Preferences: Gender preference for CAs, frequently called numbers, and standard messages
- Re-voicing Control: The Communications Assistant (CA) repeats the STS user's spoken words, but how much is re-voiced is up to the STS user; all of the conversation or only what's not understood
Training and Support in California
The California Relay Service offers comprehensive support:
- STS User Training Line: Hamilton Relay's Speech-to-Speech (STS) User Training Line is available by dialing 711 and requesting the STS Training Line, or calling 1-877-632-9095
- Customer Profile Setup: Once you set up a customer profile you can personalize your communication preferences so that Communication Assistants will have it on file and your calls can be made more efficiently
- Professional Support: Training is available for proper etiquette and standard procedures of using STS
Service Availability
California Relay Service provides:
- 24/7 availability
- No time limits on calls
- Male or female CA preference (when available)
- Background CA option for familiar callers
- Multiple consecutive calls allowed
California-Specific Resources
California DDTP (Deaf and Disabled Telecommunications Program):
- Provides funding and support for speech generating devices (SGD)
- Part of the California Public Utilities Commission (CPUC)
- Voice Options pilot program administered by California Department of Rehabilitation
- Offers equipment assistance for telecommunications access
Contact Information:
- Email: ddtp@cpuc.ca.gov
- Website: California Connect | Communicate Your Way (caconnect.org)
- Hours: Monday-Friday (excluding holidays), 8:00 AM to 6:00 PM
Privacy and Confidentiality
Like all TRS services, VA-STS maintains strict confidentiality standards:
- CAs are bound by confidentiality agreements
- Call content is not recorded or stored
- Personal information is protected
California Relay Service Numbers
For VA-STS in California:
- General Relay: Dial 711
- STS Direct: 1-800-855-7300
- VA-STS Direct: 1-800-855-7400
- Customer Service: 1-877-632-9095
- STS Training Line: 1-877-632-9095 (ask for STS UTL)
Spanish services are also available with dedicated numbers.
Technology Integration
Modern VA-STS services integrate with:
- Zoom and other video platforms
- AAC devices through screen sharing
- Mobile devices and tablets
- Various assistive technologies
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