7. Training Call Takers to Respond Effectively to TTY Calls
PSAPs should train their call takers to effectively recognize and process TTY calls. Providing appropriate equipment is only as effective as your staff training.
The ADA does not specify how call takers should be trained. But the Department of Justice believes that the following are essential for proper training:
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Training should be mandatory for all personnel who may have contact with individuals from the public who have hearing or speech disabilities.
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PSAPs should require or offer a refresher training at least as often as they require or offer training for voice calls, but at a minimum, every six months.
The checklist included with this chapter has additional information about what should be included in a comprehensive training program. You should use this checklist to assess your current training program for emergency call services, policies and procedures, and testing program.
Some Helpful TTY Abbreviations
| GA: | go ahead,your turn to talk |
| GA or SK: | go ahead, or goodbye, or stop keying |
| SKSK: | stop keying, end of conversation |
| U: | you |
| UR: | your |
| R: | are |
| TMW: | tomorrow |
| XXXX: | error, erase |
| ASAP: | as soon as possible |
| CD or CLD: | could |
| SHD: | should |
| HD or HLD: | hold, please |
| MSG: | message |
| NBR or NU: | number |
| PLS: | please |
| Q or QQ: | question mark |
| VCO: | (voice carryover) TTY user will use his/her voice during call |
| HCO: | (hearing carryover) TTY user will use his/her hearing during call |
| TTY: | teletypewriter |
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