Telephone Services

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








Things to consider:

  • Decide how you want to communicate over the phone with familiar and unfamiliar people.
  • If you choose to use a communication device,  be prepared to state up front that you are using a device to communicate and ask the person to be patient and to stay on the line as it may take some time for you to type and speak out your messages.
  • If you choose to use your own speech, ask the person to tell you if they don’t understand what you are saying and that you will repeat your message.
  • If you prefer to use ways other than the telephone, tell the organization what works best for you. For example, text, email, message relay service or a communication assistant.
  • If you choose to use an assistant when communicating over the phone with organizations about sensitive or confidential matters (e.g. healthcare, banking, credit card or taxes), you should negotiate a process with the organization so that they know you authorize the person to assist you. That may involve meeting with the organization and signing a document with the name(s) of our assistants, negotiating a personal identification code or password they can use to identify themselves and a process which can be used to ensure that you are present and directing your communication assistant over the phone (e.g. video / audio / messaging / internet).

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