• Find out if the person wants to use their speech, smart phone, tablet, communication device or assistance from someone they know when communicating with you over the telephone.
  • Offer other options such as email, social media, internet video call, message relay services, or other text-based communications.
  • Depending on the nature of your services, you may need policies and safeguards in place to ensure that the individual with a communication disability has authorized the assistant and that you are speaking to that person over the phone.
  • If answering a phone call, do not assume the person is drunk, if their speech is unclear.
  • Politely tell the person if you do not understand.  They will say it again or communicate it in another way.

Video: Krystine


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Audience: Business Services
Runtime: 1:22 mins
Focus: Steve Wells on using a communication assistant over the phone.