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TTY/TDD question

By Sherry Taylor posted 07-09-2012 16:46

  
Our agency does have a QA program, but we do not include TTY calls (we don't receive many).  Also, should our personnel policies have written disciplinary procedures for call takers who do not perform TTY call-taking consistent with the training and procedures?
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https://www.psconnect.org/blogs/sherry-taylor/2012/07/09/ttytdd-question

Comments

Domela Finnessey
07-16-2012 19:22

The first agency I worked with 16 years ago required each operator to test the TTY machine at the beginning of each shift. It was a good habit for us to be in. With the agency I work at now, we don't have a policy for consistent testing or QA, but we get exposure by testing all "non-voice" open-line 911 calls to ensure we don't have a hearing impaired caller on the line.

Brandie Ball
07-12-2012 11:49

Each of our calltakers is required to complete a TTY call on a quarterly basis. If they don't receive one from a citizen, we contact another local agency and have them contact us with one for practice. These are logged and monitored by the operations supervisors. Given the limited number we recieve, TTY calls are not currently included in our QA program. That will probably change as it is updated in the future.

Crystal Lawrence
07-12-2012 10:34

Does anyone have any QA for TTY policies / program ideas they can share?

Toni Dunne
07-10-2012 16:03

The fact that your agency does not get many TTY calls is probably one of the best reasons to develop a method to insure a quality level of service is provided for when the TTY call does occur.
DOJ believes that frequent testing is essential to ensure direct, equal access. Testing call takers and their equipment is also the one of the most effective ways to ensure compliance with the ADA requirement that accessibility features are maintained in operable working condition. The ADA does not specify how testing is to be conducted but requires PSAPs to have a testing program in which they conduct random tests using baudot tones and silence for all call taker and each position.