Az-fcc re-Certification Application

Training

Communications Assistant (CA)/Operator Training

Sprint knows a well-trained CA/operator has the skills and tools to provide the best customer experience. The education and continued development of all CAs/operators is an investment. Sprint’s training has evolved over 26 years in the relay industry, however, Sprint’s commitment to quality service has never wavered. Sprint’s reputation as a TRS provider within the deaf, hard of hearing, DeafBlind, speech-disabled communities, and the general public comes from our CAs’/operators’ commitment to providing quality service.

Training has been developed in coordination and cooperation with the relay user communities. CA/operator trainees must complete a series of scenario-based assessments, culminating in an on-the-job final assessment before graduating from initial training and handling relay calls. Training does not stop after the initial push. Employees continue to receive regular ongoing training to improve their skills and knowledge. Ongoing training and Quality Assurance programs are used as incentives to encourage competition between individual CAs/operators and call centers and encourage continued industry-leading quality.

Sprint listens to customers’ feedback and takes proactive steps to implement changes to address suggestions and feedback. Sprint does not develop training and consumer education programs for the TRS in isolation. Sprint Accessibility contracts with members of the deaf, hard of hearing, and DeafBlind communities and individuals with a speech disability to jointly develop and present training for TRS. This is an important Sprint advantage. Sprint provides ongoing training to our CAs/operators on state-specific information including the names of local organizations, cities, and other common terms specific to the State. Sprint welcomes feedback from the State and its end-users.

During initial training, CAs/operators are trained and evaluated on how to accurately reflect the TTY user’s intent and the CA’s/operator’s role in the Relay process. Training is provided on various levels of English/Spanish/ASL during initial training and throughout employment. In order to successfully complete initial training, the CA/operator must demonstrate competent skills to translate calls as requested. When training is complete, a CA/operator continues to be evaluated on translation skills through individualized monthly surveys.

Relay trainees are required to pass a valid and unbiased written test to demonstrate that they can correctly interpret typewritten ASL phrases. Trainees must achieve a score of 80 percent or better before being allowed to complete training and process Relay calls.
Sprint incorporates various instructional methods to enhance the trainee’s ability to learn:

Lectures

Visual graphics

Flow charts

Videos

Role-play scenarios

Simulated on-line call handling

Observation of live-call handling

Our policies and standards manual has been developed over the past 26 years. Sprint stresses the importance of all Relay policies and procedures at the interview/selection process and continues through initial and ongoing training and is currently being utilized and available for the Sate to review. An outline of these expectations is provided in the following table. This list is not meant to be a complete source and is subject to change.

POLICY AND PROCEDURE TOPICS
Orientation	Welcome and Introductions Introduction to Each Other Sprint (or Vendor Company) Sprint Values Sprint Corp Overview History of Sprint Corporation Local Telecommunications Wireless	Internet Services Product Distribution The Sprint Campus (if applicable) Telecommunications Relay Service What is Relay? Relay Agent Training Relay - Connect to Your Future Video Observation Guidelines How a Call Reaches Sprint Relay
Connecting to Relay	The Role of a Relay Agent Connecting to Relay 711 Dedicated Toll-Free Numbers Equipment TTY TTY Basics TTY Etiquette Closing a Conversation Agent Responsibility Call Set Up Call Closing TTY to Voice Closing a Conversation Operator Role Closure Operator Close Protocol Guide: Disallowed Calls Glossary of Abbreviations & Terms TTY Practice Session Auto-Corrected Abbreviations Standard Abbreviations Typing Variations Internet Characters Non-Baudot Supported Characters Verbatim - Style Contraction Spelling Punctuation Agent/Operator Role SKSK Background Noises while TTY user is Typing Typing Monetary Units 711 TTY Garble During Typing XXX to Correct Typing Error Other Communication Devices Data Transmission Speed Turbo Code Turbo Code Interrupt Enhanced Turbo Dial Thru - (ETurbo) Disable Turbo Code Mode American Standard Code Information Interchange (ASCII) ASCII Interrupts Sprint IP - Internet Relay Sprint IP call processing Internet Relay variations ‘GA’ is optional Sprint IP Standard Svc Explanation Text Flow Interruptions without garble Conversational flow ASL Emoticons – Text Message Abbreviations IP Acronyms Sprint IP Variations	Sprint IP user connects to Agent but wants Customer Service Sprint IP Two Line VCO Fed IP Relay Fed IP Relay call processing Fed IP Relay Reporting Fed IP Relay variations Sprint/Fed IP Relay International Calling Sprint/Fed IP Variations Sprint/Fed IP Fast Busy Sprint/Fed IP 2-Line VCO Sprint/Fed IP Conversation Lag Time Sprint/Fed IP Interrupts Voice Mail Greeting Cellular & Wireless Phones Video Relay Service Devices & Pagers TTY Public Payphone Sprint National Relay Sprint International Inbound international calling Sprint International Variations Non-Standard TTY Outbound International calling Transfer Menu Reseller call processing CapTel Relay-CapTel CapTel-Relay CapTel Transfers Dedicated State CapTel Transfer Alternate Languages Spanish Language Customer Service Relay Caller ID True Caller ID Per Call Block Per Line Block Permanent Call Blocking Caller ID Blocking - True Caller ID Connecting Variations Misdialed Relay Phrase Dialed 711 Instead of 911 711 Spanish Request for Relay Numbers Cellular/Wireless problem reaching 711 611/811 (LEC Service Access) 700 900 Numbers & Call Processing Correctional Facility/Prison Calls Use of Relay through Correctional Facilities: Correctional Facility Call Processing, Relay Abuse Spanish & French Language Service International calling restrictions Info Digit list 911 Emergency Calls
Overview of System & Equipment	System Overview Login/Logout Agent Profile Clicking the Mouse Dragging/Dropping Copy/Paste Drop Down Boxes Lists Radio Button Scroll Bars Sliders Tables Accessing a Program Screen Displays Call Handling Screen Title Bar Banner Conversation Area Disconnect Message Status Color Scheme Agent Text Transmission Cancel Key Information Bar Profile Help Call Type	Dial Window Scratch Pad Transfer Panel Headset Panel Status Bar Record Feature Function Keys Block Ctrl-Switch Switch The Keyboard Alpha Keys Call Handling Keys Numeric Keys Cursor Movement Keys Arrow Keys Backspace Error Correction Function Single Word Edit Function Word Substitution Feature Macros Table Ctrl-Function Keys Glossary of Telephony Terms Background Noises Voice Tones/Descriptive Words Standard Abbreviations
Phone Image (Tone of Voice)	Professional Phone Image How phone image is created Provide warm & friendly greeting Conversational Tone Voice Inflection Audibility & breath control Pitch Quality Operator Role Relay Role Relay Skills Conversational Flow Staying focused Listening skills Customer service skill Coping skills Phrases Background Noises Voice Tones/Descriptive Words	Voice Person Speaking in Third Person Pacing the Voice Customer Brief pacing phrases Repeating information Voice Customer does not say "GA” Handling Interruptions Voice Tone How Phone Image is Created Why Conversational Tone? Transparency, Caller Control & Confidentiality Rudeness Create an Exceptional Customer Experience Announce Closing Suggested Redirect Phrases Transparency & Caller Control
TTY-Voice & Voice-TTY	TTY to Voice Introduction Connecting to outbound customer Announcement Explanation of service Deaf or Hard-of-Hearing Explanation International Announcement TTY-Voice Procedures TTY-Voice Specific Person Request Variations Specific Person Request TTY-Voice Answered TTY Voice Person Not Available TTY-TTY Call Release TTY-Voice Answer TTY (TTY-TTY) TTY-TTY Specific Person Request TTY-Voice No Answer Types of Busy Signals Redialing	TTY-Voice Busy Signals Regional 800 Voice-TTY Voice-TTY Introduction Connecting to the outbound customer Voice Greeting Voice call progress Announcement Voice-TTY call (Hearing Person Answer) Explanation of service Voice-TTY Procedures Voice-TTY Specific Person Request Voice-TTY Answered Voice Voice-TTY No Answer Voice-TTY Busy Signal
Branding	Inbound Answer Type Branding Database Branding	Branding procedures
Recordings, Answering Machines, Pagers, & Answering Machine Retrieval (AMR)	Introduction Recording Feature Information Line Recording (TTY/ Voice) Touch Tone Dialing Using Touch Tones (TTY/Voice) Audio text interaction Variations for Recordings Record Feature Tips TTY-Voice Recordings TTY-Voice Recording Information TTY-Voice Answering Machine Variations: Answering Machine/ Recording/Pagers Voice Mail Retrieval	AMR TTY-Voice Pager/Beeper (known) TTY-Voice Pager/Beeper (unknown) Voice-TTY Pager Voice-TTY Answering Machine Other Recording Variations Voice Mail System Privacy Manager/Call Intercept Automatic Redial System Recordings Switchboards Redialing Voicemail through Switchboard TTY-Voice Asking for Specific Person Live person On Answering Machine Redial
VCO (Voice Carry-Over)	VCO Introduction VCO Announcement VCO Service Explanation VCO Equipment Non-Branded VCO Branded VCO VCO No Answer VCO Busy VCO Privacy VCO Answering Machine Voice-VCO Answered TTY Voice-VCO Answered VCO Two-Line VCO (2LVCO) Intro	Reverse 2LVCO Intro Reverse 2LVCO Procedure VCO Variations VCO comes in Voice Line 2LVCO Conference Calls VCO Requests Relay to give Relay # VCO Privacy while leaving message VCO Voice Mail Retrieval 2LVCO Voice Mail Retrieval VCO Types and Voices Inbound Customer Requests VCO/HCO VCO Requests CA gives name in notes 2LVCO Procedure
Billing	Introduction Local call description Paid by Inbound Toll Free Calls Calls that Cannot Be Processed Specific Person Request	Inbound tells wrong # Agent dials wrong # Marine Roaming Feature Restricted Roaming Unrestricted Roaming
HCO (Hearing Carry-Over)	HCO Intro HCO Announcement HCO Service Explanation People with speech disabilities “S” Non-Branded HCO Branded HCO HCO with Privacy HCO No Answer HCO Busy HCO-Voice Answering Machine	Voice-HCO Answered Voice-HCO Answered TTY (1) (2) Voice-HCO recorded message answers 2LHCO Intro Two-Line HCO Procedure Reverse Two-Line HCO HCO Variations Inbound requests VCO/HCO HCO User Requests to Speak
Customer Database	Enhanced Customer Database Profile Household Profile Edit Household Profile Navigating Customer Database Household Profile Panels Frequently Dialed Numbers Preferences Restrictions Blocked Emergency Numbers STS STS Messages	Customer Profile Introduction Use/Edit/New/Delete Customer Profile Verify Customer Password for Agent Verify Customer Password – CSR Only Customer Profile Panels Personal Information Notes Frequently Dialed #s Emergency #s STS STS Messages Database Profile Macros
Directory Assistance (DA)	DA Intro Interstate DA Intrastate DA Automated DA DA City & State Given; Area Code Unknown DA Variations International Transfer Menu Call Processing -- Calling Intl	Call Processing -- Calling from International Number Sprint International Variations Non-Standard TTY Answered Foreign Language Transfer Menu 900 # Call Processing 211/311/511 Requests
Device-to-Device Calls	Device to Device Intro Function Keys & Banner Messages VCO-TTY & TTY-VCO VCO-VCO TTY-HCO & HCO-TTY	VCO-HCO & HCO-VCO HCO-HCO Device to Device Variations Alternate Call Type reaches recording
Call Processing Variations	CA information Area Code Only In From Number Conversational Flow Static or Poor Connection Profanity towards Agent Redialing Young Children Inbound Does Not Connect Inbound ASCII Tone Judgments Repeating Information Restricted Calls Two calling from numbers LEC Service Office 611/811 Double Letters Call Waiting Feature Conference Calls Party Line Calls Three-Way Calling Hard of hearing customer Answers TTY Line Spanish Calls to Spanish Speaking Agents Request for Alternate Language Caller Types in Alternate Language Voice Customer Hangs Up During Call Variable Time Stamp Customer Misdialed Phrase TTY Customer Hangs Up During Call Non Standard TTY Capability Relaying Internet Characters TTY User Does Not Type GA Dispatch Calls – Pizza, Taxi, etc. Customer Referral Guidelines V-T Calls answered by Fax Customer Requests Holding for Inbound prior to out dial Request for Company Information Request for M/F Agent Request Specific Agent Agent Knows Customer Request for Relay Number Customer Requests to Call Relay Service Request for Calling From Number Request Telephone Number Referral Request for Date/Time User Requests Agent to Modify Call	Request for Length of Call T-V Call & V Requests Supervisor Call Backs for TTYs Multiple Calls Sensitive Topics Suicide Abuse Illegal Calls Answering Machines Hangs Up Before Message Left Do Not Type Recorded Messages Answering Machine Full Change Answering Machine Message VCO Requests Leave Message 1st out dial Leaving a Message V-TTY Ans V Retrieving Messages from TTY V Answering Machine TTY Screener Request to Leave TTY Message on Answering Machine Recordings Regional 800 TTY Requests “Dial That Number” Recording with Relay Option Alternate Call Recording Reached English/Spanish Pound Touch Tone Phone Advertisements Do Not Type Recordings Get Live Person/Rep Conversation Being Recorded Dial Number from Recorded Announcement VCO Conference Calls Leave Relay Number Voice Mail Retrieval VCO Types & Voices Prompting Data Transmission Box Prompting VCO on Hold Requests VCO/HCO HCO Requests VCO/HCO Alternate Call Type Recording Bridge Left Open
Call Take Over Procedures	FCC Rule Protocol & process flow TTY-Voice and Voice-TTY ASCII	VCO VCO-VCO HCO VCO-TTY & TTY-VCO
Customer Service	Functions Language Services	Procedures
Transparency	Non-Emergency Calls Emergency Center Evacuation	Network Failure
Emergency Call Procedures	Emergency Calls Intro Emergency Services FCC Requirements Emergency Call Processing Emergency Reporting TTY-Emergency	TTY-Emergency TTY Call Release Internet-Emergency Instant Messenger (IM) Emergency Emergency Call Processing Variations Emergency Form Voice-Emergency
Federal Relay Service	FedRelay Intro FedRelay Announcement FedRelay Service Explanation FedRelay Procedures FedRelay call types	FedRelay Confidentiality Policy FedRelay Customer Information Requests FedRelay Customer Contacts FedRelay Reporting
STS (Speech-to-Speech)	STS Introduction & History STS Description Disabilities Characteristics of STS users Stereotypes Clarifying Phrases Phrases to Avoid STS Phone Image STS Agent Tools Consistency Patience Ask Yes/No Questions No Personal Conversation Phrases STS Alphabet Transparency/Call Control/ Confidentiality	Ways to Reduce/Streamline Notes Standard Abbreviations (STS) STS-Voice Voice-STS STS VCO-Voice Voice-STS VCO (TTY answer) Voice-STS VCO (VCO answer) STS VCO -- 2 Line VCO TTY-STS STS-TTY Non-branded HCO-STS STS-HCO STS Hold Message STS Call Takeover Confidentiality & Transparency Personal Conversations requests STS Variations
Healthy Detachment	Healthy Detachment Intro Objectives Survival Skills Relay Traps	Perception Ways to Reduce Stress Hospitality Phrases
Healthy Relay	Introduction Objectives Ergonomics Stretching Exercises Agent Reinforcement Ergonomic Review	Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation
Adult Learner	Understanding the Needs of the Adult Learner The Learning Continuum Use of Different Modalities Edgar Dale’s Cone of Experience Elements of Lesson Design Focus Objective & Purpose Input Trust in Management	Modeling Checking For Understanding Guided Practice Independent Practice Summary Evaluation How to Give Effective Instruction Questioning Guidelines Feedback - Training & Coaching Technique
Assessing Performance	The Assessment Process in Training Assessment - What is involved? Practice Time Spelling Test Written tests Side by side evaluations Typing	Acceptable Time Frame Acceptable Is Relative Ways to “Coach” Feedback Maintain Self-esteem & Motivate Pass/Fail Guidelines Introduce Assessment Form Form Set-Up
Introduction to Diversified Culture	Introduction to Diversified Culture Diversification Who Uses Relay Understanding Our Customer Special Communication Needs Pathological vs. Cultural View of Deafness	Why is there Deaf Culture? What Do You Know About Deafness Myths About Deafness Two Views of Deafness Loudness Levels Characteristics of Deafness The Deaf Community
Deaf Heritage	History in Europe History in North America Alexander Graham Bell	Edward Miner Gallaudet Oral/Combined Debate Timeline of Deaf History
The Deaf Community	Introduction to the Deaf Community National Association of the Deaf Contributions to Society Mainstreamed Schools Sign Language Interpreters Different Communication Systems Exposure to English DEAF President Now Attitude Changes toward the Deaf Community	American Athletic Association of the Deaf National Theatre of the Deaf Assistive Devices Gaining Acceptance in the Deaf Community Changes in the Deaf Community Working with a Sign Language Interpreter Interpreting Standards Equal Access Cochlear Implant Controversy
American Sign Language (ASL) Pt. 1	What is ASL? History of ASL ASL Recognized as Language	Rules of ASL Five Parameters of ASL English vs. ASL Idioms
American Sign Language (ASL) Pt. 2	Evolution of ASL ASL Syntax	Translate ASL to English and Vice Versa
TTY Phone & TTY Courtesy	First Teletypewriter Evolution & History of the TTY Telecom Laws of Accessibility	TTY Courtesy Development of Relay Service Market
Deaf Customers	Statistics from NIDCD	Relaying for Deaf Customers
Hard of hearing & Late-Deafened Customers	Characteristics of Deaf Customers Assistive Devices for Deaf Customers Establishment of Assoc. of Late-Deafened Adults	Establishment of Hearing Loss Association of America Deaf Seniors Military Veterans Relaying for Late-Deafened Customers
DeafBlind Customers	What Does DeafBlind Mean Assistive Devices for the DeafBlind Relaying for the DeafBlind	DeafBlind Pacing – Allows the CA to slow down the transmission to the Braille machine
Relaying for Speech/ Cognitively Disabled Customers	Speech-Challenged Customers Assistive Devices Physically &/or Cognitively Challenged Customers	Traumatic Brain Injury Stroke Communication Related Effects
Relaying for Hearing Customers	Statistics
Ethics & Confidentiality	Interpreting Standards ADA & FCC regulations for the Provision of TRS Regulations pertaining to call content	TRS Rules – Operator Standards Relay Center Agreement Regarding Confidential Customer Info