Az-fcc re-Certification Application
On-Going Quality Focus Skill Training
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- Bu səhifədəki naviqasiya:
- Jan 2016 Dialing the correct number within 5 seconds Feb 2016
- May 2016 Specific person request announcements, Progress of call/Customer Informed Jun 2016
- Jul 2016 Typing greeting verbatim, Typing message verbatim, Voicing the complete message Aug 2016
- Sept 2016 Dialing efficiency and protocol Oct 2016
- Jan 2017 Dialing the correct number within 5 seconds Feb 2017
- Mar 2017 Following customer note and customer typed Instructions Apr 2017
- May 2017 Specific person announcement procedure Jun 2017
- Ongoing Diversified Culture Awareness Training
- Feb 2016 The History of Deafness Mar 2016
- June 2016 All About CapTel, How it works July 2016
- Oct 2016 Disability is Diversity, Stretches to do at your desk Nov 2016
- Feb 2017 Highlight: Edward Verne Roberts – American Disability Activist Mar 2017
- Customer Service Initiative (CSI) program
- Jan 2016 Use of “Deaf/hard of hearing” and/or “internet service” in announcements. Feb 2016
- April 2016 Sprint IP go ahead, Keeping the caller informed, Facilitate communication May 2016
- Jul 2016 Solicitation for agent process improvement suggestions, Caller control Aug 2016
- Oct 2016 Brief service explanations, Call handling tips from agents Nov 2016
- Dec 2016 System enhancement prioritization Jan 2017
- Mar 2017 Transparency, Caller control Apr 2017
- Appendix C: TRS Pledge of Confidentiality
- Correct Ways to Protect Confidentiality Examples of Breaches of Confidentiality
- CTI Confidentiality Form
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On-Going Quality Focus Skill Training Continuous skill training is the cornerstone of Sprint’s training program. Core relay processing skills are continually reinforced throughout employment and as a part of supplemental training programs. Sprint develops skills training programs and on-going training labs to ensure skills are maintained and remain consistent with basic relay training. Refresher training is provided on correct relay procedures including system navigation, standard procedures, professionalism, and ethics. Depending upon the complexity of the training a decision is made to determine the appropriate delivery. Our on-going skill training program includes: Quality Focus Skill training - monthly Diversified Culture Awareness training - monthly Customer Service Initiative – monthly Check for Understanding – monthly Grammar and Spelling Rules - bi-annual Quality Focus Skill Training topics from 2016/2017:
Ongoing Diversified Culture Awareness Training Training continues to bring focus to serving relay customers and disability awareness. Sprint provides additional training in Diversified Culture in conjunction with each state’s local deaf, hard of hearing, Deafblind, late deafened and speech-disabled communities to identify knowledgeable presenters to promote ongoing training. These resources, in coordination with trainers ensure all materials presented are appropriate to continuing to broaden employees’ understanding and effectiveness. Sprint will utilize live presentations, videos, audio recordings, role-plays, group activities, written materials, and/or discussion groups to deliver ongoing Diversified Culture training. As a part of ongoing Diversified Culture Training, each employee is required annually to review the ethics and confidentiality requirements and sign an agreement of understanding. Diversified Culture Awareness Training topics from 2016/2017:
The following is an example of the monthly Quality Focus Check for Understanding from March 2017. 
Customer Service Initiative (CSI) program: A discussion of support techniques to enhance service for customers and an avenue for sharing relay agent peer to peer suggestions toward accomplishing superior service. 2016/2017 CSI topics are provided in the following table.
The following is an example of our bi-annual Grammar and Spelling Rules from 2016/2017. 
Staff Training Our entire Accessibility team exists for our customers. Training on all aspects of ASL, deaf culture, the needs of hearing, speech and dual sensory impaired users, ethics and confidentiality is vital to our success. These topics and others help us to be able to meet and exceed customer expectations and requirements. All Sprint employees are required to take ethics and confidentiality training. The Sprint Code of Conduct is applicable to Sprint employees and its controlled subsidiaries, the Sprint Board of Directors and anyone we authorize to act on Sprint’s behalf. The Code establishes the basic foundation of Sprint’s ethics by communicating our philosophy and commitment to all of our employees, customers, other stakeholders, and the communities in which we do business. The Sprint Code of Conduct outlines our ethical and legal responsibilities as employees, as well as our interactions with customers, competitors and suppliers. One of our most valuable assets is our reputation for honesty and fairness, and our commitment to uphold this responsibility. The Code is a go-to resource when questions of legal or ethical appropriateness arise. We are bound by the Code and the specific operational policies of Sprint. Annual Code certification is required. Sprint also maintains an Ethics Helpline, a 24-hour resource for employees and other stakeholders to confidentially and safely seek advice or report any suspected violation of the Code of Conduct, such as fraud, sexual harassment, discrimination, or any illegal conduct in the workplace. Sprint staff members are also required set annual corporate training and development goals. Individual performance is measured and tied to compensation. Ongoing Staff Development is also key to overall staff performance. Sprint’s Accessibility Customer Solutions (ACS) group hosts an interactive meeting called the Sprint Accessibility Café. This monthly meeting is an opportunity for the Accessibility Team to share market and industry product updates. Presenters from outside the group and subject matter experts from the Relay industry also provide updates. Appendix C: TRS Pledge of Confidentiality Sprint’s reputation as an ethical company is the key to enabling us to be the preferred communications company – a place that delivers the best experiences for employees, end users, and state customers. Throughout initial and on-going training, communications assistants (CAs)/operators receive information and guidelines on professional conduct with an emphasis on ethics and confidentiality, based on Sprint’s “Relay Center Code of Ethical Conduct” and “Principles of Business Conduct.” CAs/operators are presented with possible situations involving ethical issues and are taught how to apply the conduct guidelines to each situation. All Relay center personnel are required to sign and abide by a pledge of confidentiality that promises not to disclose the identity of any caller or any information learned during the course of relaying calls. In conjunction with signing Sprint’s confidentiality agreement, as a part of training, CAs/operators role-play various scenarios which teach the correct way to ask for assistance from a supervisor without divulging call-specifics. Examples of confidentiality breaches are reviewed and discussed with the CAs/operators. Sprint strictly enforces confidentiality policies in the center, which includes the following: Prospective employees are screened during the interview process on issues regarding ethics and confidentiality. On day one of training, employees must sign a Pledge of Confidentiality Agreement Form. During initial training, employees are presented with examples of potential breaches of confidentiality. Stress can be a factor in maintaining confidentiality. CAs receive three hours of training on healthy detachment. After graduation from initial training, employees are reviewed yearly on the Pledge of Confidentiality and are required to re-sign promises not to disclose the identity of any caller or any information learned during the course of relaying calls. Breach of confidentiality may result in termination of employment. All Sprint Accessibility Centers have security key access. Visitors are not allowed in work areas. Sprint Code of Conduct The Sprint Code of Conduct describes the ethical and legal responsibilities of employees of Sprint and anyone we authorize to act on Sprint's behalf. Sprint and all TRS employees (including Communication Service for the Deaf [CSD] staff) are required to annually certify that they understand and will comply with the established code of conduct. The certification tool and process requires employees to affirm their understanding and compliance of Code of Conduct expectations regarding Ethics, Inclusion and Diversity, Information Security, Insider Trading, Privacy, Records Management, Safety and Preparedness, and Time Reporting. The section on Ethics includes a Helpline for employee resources allowing them to confidentially and safely seek advice or report compliance violations. The Sprint Code of Conduct covers all the serious concerns of a whistleblower policy, which is intended to encourage and enable employees and others to raise questions/concerns and seek resolution. It is explicitly stated in the Sprint Code of Conduct all employees and others are obligated to report violations or suspected violations. Additionally, Sprint has an explicit retaliation policy in which an employee who retaliates against someone who has reported in good faith or assists in an investigation may be subject to corrective action up to and including termination. This information is contained within Sprint’s Code of Conduct all employees are required to complete annually. There is a TRS whistleblower protection notification posted at Sprint TRS call centers in accordance with FCC rules. CSD also obtains a signed acknowledgement of the receipt of the Whistleblower Policy from all employees upon hire, and annually thereafter. Training on Ethics Sprint Relay employees receive training on the appropriate protocol to protect relay users’ privacy and how to prevent the unintentional disclosure of relay communications. When trainees observe calls and ask questions once back in the training room, trainers lead a discussion on the appropriate method to seek clarifications without divulging confidential information. CAs/operators may also role-play various scenarios which demonstrate the correct way to request assistance from a supervisor without divulging call-specifics. Examples of ethical issues and challenging circumstances are reviewed and discussed with CAs/operators. During initial training, CAs/operators are required to pass a series of written and skills-demonstration tests, which include their understanding of the Relay Center Code of Ethics and how to apply the Code to hypothetical situations. Trainees who do not pass these tests are not utilized as CAs/operators. Sprint’s high-performance culture focuses on accountability, first and foremost, along with open communication and innovation. Within these traits, integrity and ethics are critical success factors. Amidst unprecedented change and technological advancement, acting with integrity is not just the right thing to do; it is the unwavering foundation for Sprint.
Sprint believes measures to ensure confidentiality are crucial to the success of TRS operations and has implemented procedural and environmental measures to safeguard customer and call information. Sprint has policies in place to protect users’ confidentiality. These policies establish high standards for ethical behavior and employees are subject to disciplinary action, including termination of employment, for violating ethical and confidentiality standards. Sprint employees receive training on confidentiality and ethics. Employees are trained to understand why confidentiality is important, how to protect confidentiality, the appropriate protocol to protect relay users’ privacy, how to prevent the unintentional disclosure of relay communications and the consequences of not following all confidentiality requirements. CAs/operators are taught using various scenarios which demonstrate the correct way to request assistance from a supervisor without divulging call-specifics. Annually, all TRS call center staff receives re-training which includes items such as confidentiality, ethics, and inclusion and diversity. All CAs/operators annually sign a confidentiality agreement to maintain confidentiality. Confidentiality is reinforced through our CAs’/operators’ participation in an interactive training program focusing on scenarios that they are likely to encounter when relaying calls.
All relay center personnel are required to sign and abide by the Sprint Relay policy for confidentiality. These confidentiality expectations are strictly enforced and employees are expected to comply with this policy during and after their period of employment. The relay center Code of Ethics requires the following: Keep all TRS call-related information strictly confidential. Keep no records of customer information or content of any TRS call. Refrain from editing or omitting anything from the content of the conversation or the spirit of the speaker. Refrain from adding or injecting into the content of the conversation or the spirit of the speaker. Assure maximum customer control. Strive to further skills and knowledge through training, workshops, and reading literature available in the field. In accordance with the FCC, all information utilized for call set up, including customer database and preferred call type information remains confidential and cannot be used for anything but the call. Once the inbound party disconnects, all information pertaining to that call disappears from the CA’s/operator’s terminal. The required confidentiality and security of the customer preference data is covered during training of all employees and reinforced throughout employment. Sprint takes the following steps to ensure Customer Profile information remains secure: Sprint does not modify a customer’s record based on experience. All Customer Profile database entries contain time and date stamps and note the identification number of the CA/operator who processed the request. Relay users register a username and password/PIN. Sprint also asks customers to register a security question and answer only known to them in case the username and password is lost or forgotten. Sprint’s Customer Profile information is encrypted and protected from outside access by firewalls.
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