711 is a nationally available three-digit telephone number designed to facilitate communication for people with hearing or speech disabilities across the United States. This abbreviated dialing code provides simplified access to the Telecommunications Relay Service (TRS), a system that connects specialized communication devices with standard voice telephones. It is important to recognize that 711 is not an emergency number like 911, which should be dialed for police, fire, or medical emergencies. Similarly, it is distinct from the information service traditionally associated with 411.
The Telecommunications Relay Service
The core function of the 711 dialing code is to serve as the universal access number for the Telecommunications Relay Service (TRS). This service allows individuals who are deaf, hard of hearing, deaf-blind, or who have speech disabilities to communicate effectively with people who use a standard telephone. The TRS utilizes trained professionals known as Communication Assistants (CAs) to bridge the gap between different communication methods.
The provision of TRS is federally mandated under Title IV of the Americans with Disabilities Act (ADA) of 1990. This ensures that all telephone companies operating in the U.S. and its territories must provide this service. The Federal Communications Commission (FCC) regulates the quality and availability of the service, ensuring functional equivalence in telephone communication for people with disabilities.
The service must be available for both local and long-distance calls, ensuring comprehensive coverage. Using the simple 711 number eliminates the need for users to remember and dial a complex ten-digit access number for the relay center. The system automatically routes the call to the appropriate TRS provider serving the user’s location.
How Relay Calls Function
A standard relay call begins when a user, often utilizing a Text Telephone (TTY) or Telecommunications Device for the Deaf (TDD), dials 711 to connect with the relay center. The TTY user types their message on the device’s keyboard, which is then transmitted to the Communication Assistant.
The CA then reads the text message aloud to the hearing party using a standard voice telephone line. When the hearing party speaks their response, the CA listens and swiftly transcribes the spoken words back into text. This typed text is then sent back to the TTY user’s device display in near real-time, allowing the conversation to flow back and forth.
The CAs are trained to relay the conversation verbatim, including any grammatical errors, to maintain the integrity of the dialogue. They are required to be completely neutral and cannot disclose the content of any conversation to anyone outside of the call.
The CA acts as an unobtrusive conduit for the conversation, ensuring that the two parties can communicate as naturally as possible despite the technological intermediary. This mechanism works equally well in the reverse direction, where a voice user can dial 711 and request the CA to connect them with a TTY user, initiating the same relay process.
Specialized Relay Methods
The Telecommunications Relay Service framework includes specialized methods to address diverse communication needs. One method is the Speech-to-Speech (STS) relay, designed for individuals who have difficulty speaking clearly or being understood over the phone.
In an STS call, the user dials 711 and connects with a specially trained CA familiar with various speech patterns and disorders. The CA re-voices the user’s spoken words in a clear and understandable manner to the called party. This service allows the user to speak for themselves while ensuring their message is accurately conveyed without requiring them to type.
Captioned Telephone Service (CapTel) benefits individuals with residual hearing. This service uses a specialized telephone handset with a built-in text screen. As the CapTel user listens to the other party, a CA or automated system generates captions of the conversation in real-time, which appear on the display.
This method allows the user to simultaneously hear and read the conversation. Video Relay Service (VRS), while not typically accessed by dialing 711 directly, is an Internet-based service within the TRS system that connects deaf users who sign with a video interpreter.
Accessibility and Cost
The 711 dialing code ensures that Telecommunications Relay Service is widely and consistently accessible across the country. The service is available twenty-four hours a day, seven days a week, and three hundred sixty-five days a year throughout the entire United States, including its territories.
The TRS is provided at no cost to the end user. The expenses associated with operating the relay centers and employing the Communication Assistants are covered through federal and state funding mechanisms, often collected via a small monthly surcharge on telephone lines administered through Universal Service Funds.
While the service itself is free for both local and long-distance calls, certain specialized equipment, such as a CapTel phone or a TTY device, may require an initial purchase. This equipment may also be available through state-run distribution programs.