Division:  Relay

Reports to: Relay Supervisor

Position Summary: Relay TT and voice telephone calls.

Essential functions:

• Conveys messages of all types to TT users from voice users and vice versa.
• Enters and reads type written text on a standard computer monitor and keyboard.
• Adheres to strict confidentiality rules and standards.Must be 18 years of age or older.
• Stresses quality in all work situations.Works a variety of shifts.
• Types accurately, keep pace with the voice pary and uses proper Relay procedures.
• Adheres to and uses written procedural language.Relays calls in a conversational manner using voice infection, speech patterns, tone of voice, and user intent.Relays correct phrasing by waiting for the TT user to type complete sentences before voicing.
• Sees situations from the relay user point of view.Acts in a pleasant and patient manner at all times when dealing with relay users.Understands directions and information given by the relay user.
• Uses common sense approaches to handling situations.Gives concise and accurate information to the relay user.
• Understands all concepts, techniques and requirements of the job.Uses “down time” to review procedures and languages, and to construct tools to help understand and reference procedures and languages.
• Offers solutions and options when presenting problems or concerns to supervisors.
• Displays a willingness to make necessary adjustments as we change or add services to relay.
• Handles crisis and emotional upset in a professional manner.Resolves conflict directly, quickly and completely and discuss unpleasant issues with courtesy and tact.

Other Responsibilities:

• Arrives on time to all scheduled shifts.
• Works well without constant supervision.
• Volunteers for extra hours when needed.
• Actively participates in training events including: CA meetings and seminars offered by the company.
• Works well as a team member.
• Performs similar work related duties as assigned.

Preferred Education, experience and skills:

• Minimum 60 wpm
• Minimum requirement of GED or Equivalency
• Ability to read and interpret information on a standard computer monitor
• Proficiency with computer keyboards and terminals and a basic understanding of computer terminology
• Strong communications skills, including verbal, written and interpersonal skills
• Ability to read, write, speak and understand English and Spanish well.