Using the Federal Information Relay Service (FIRS)
(800) 877-8339
A Telecommunications Device for the Deaf (TDD/TTY) performs the same function as a telephone except that conversations are transmitted and received as text instead of as sound. When a TDD/TTY user and a telephone user want to communicate with each other, they need to go through an intermediary, a Telecommunications Relay Service.
The FIRS is a Telecommunications Relay Service that translates conversations between TDD/TTY users and telephone users, to conduct U.S. Federal Government business.
Using FIRS
- A Description of FIRS.
- When to Use FIRS.
- Hours of Operation.
- Calling Instructions to Access the FIRS.
- Confidentiality.
- Communications Options; Unannounced Calling and VCO/HCO.
- Sample Dialog and Caller Tips, for TDD/TTY and Telephone users.
- Using a Computer as a TDD/TTY.
- U.S. Federal Government TDD/TTY Directory; On-Line version.
- Abbreviations used in TDD/TTY Conversations.
- Relay Information, Comments and Brochures.
A Description of FIRS
The Federal Information Relay Service (FIRS) acts as an intermediary between individuals who hear and speak, and individuals who are deaf, hard of hearing and/or have speech disabilities, for nationwide communications with and within the U.S. Federal Government. The FIRS relays calls to and from members of the speech- and hearing-impaired communities and is accessible nationwide (50 states as well as Puerto Rico, the U.S. Virgin Islands, Guam and the District of Columbia). It enables U.S. Federal employees to conduct official duties and for the general public to conduct business with the U.S. Federal Government and its agencies. The FIRS broadens employment and advances opportunities for individuals who are deaf, hard-of-hearing, or have speech disabilities by ensuring accessibility to the U.S. Federal Telecommunications System. There are no restrictions on the length or number of calls placed.
When to Use FIRS
To the extend possible use your State telecommunications relay service, especially if you are placing a local call.
FIRS can be used when:
- A caller requires a Communications Assistant to relay a conversation between a TDD/TTY and a telephone; and
- The call is used to conduct U.S. Federal Government business, either between two U.S. Federal Government employees or between a U.S. Federal Government employee and a member of the general public; and
- The call is long distance ("intercity").
In all other cases, please use your State telecommunications relay service.
Hours of Operation
FIRS is available from 8:00 a.m. through 8:00 p.m., Eastern Time, Monday through Friday, except for U.S. Federal Government holidays.
Calling Instructions to Access the FIRS
Calling the FIRS is easy. Both TDD/TTY and telephone users can initiate calls through the FIRS by dialing: 1-800-877-8339. Once you reach a Communications Assistant, you can make as many calls as you like, for as long as you like.
Confidentiality
FIRS calls are strictly confidential. All calls are private and records of conversations are never maintained. FIRS requires all Communications Assistants to follow a strict code of confidentiality.
You will be asked for the U.S. Federal Government agency you are calling from and/or to, but this information is gathered for statistical purposes only. It is not used to identify individual callers.
Communications Options
The FIRS provides optional ways to handle your call. When communicating with the FIRS Communications Assistant, you may request the following:
- Unannounced Calling.
- The Communications Assistant will not initially ask the called party if he or she has ever received a relay call and will not explain the service.
- "Voice or Hearing Carry-Over" (VCO/HCO).
- The choice of using VCO or HCO is available upon request, giving callers greater flexibility and speed in processing their calls. VCO allows deaf or hard-of-hearing relay users who can speak to use their own voice to speak directly to the party they are calling. HCO allows individuals who are speech-impaired but who can hear, to listen to the person they are calling.
Sample Calling Patterns and Dialogues
TDD/TTY Users - Sample Call
User types and dials 1-800-877-8339 and provides the name of the U.S. Federal Government agency she is calling from and/or to. (typed conversation) Agent: FEDERAL INFORMATION RELAY SERVICE, CA #1 GA. Caller: HELLO. PLS CALL JOHN SMITH 303-555-2222 GA. Agent: THANK U PLS HD. I AM DIALING NOW. RING 1..2..3.. HELLO, JOHN SMITH GA. Caller: HI JOHN THIS IS SARAH. GA. (conversation proceeds until call is completed)
TDD/TTY Users - Calling Tips
Please have the phone number ready that you wish to call. When the agent answers, give him or her the area code and number. Direct your conversation to the telephone user as if the agent were absent. The agent will relay everything that is typed. Please do not direct comments to the agent during your conversation, because these phrases will be relayed as well. When you leave a message, you may also want to indicate that you have called through the FIRS.
Telephone Users - Sample Call
User calls 1-800-877-8339 and provides the name of the U.S. Federal Government agency she is calling from and/or to. (voice conversation) Agent: Federal Information Relay Service, Communications Assistant #1. Caller: Hello. Would you please call John Smith at 303-555-2222? Agent: Thank you. Please hold while I connect your call... Hi, John Smith here. Go Ahead. Caller: Hi John, this is Sarah. Go ahead. (conversation proceeds until call is completed)
Telephone Users - Calling Tips
Please have the phone number ready that you wish to call. When the agent answers, give him or her the area code and number. Speak in a slow and clear manner. Direct your conversation to the TDD/TTY user as if the agent were absent. The agent will then relay all of your message. Please do not direct comments to the agent during your conversation because the phrases will be relayed as well. When you leave a message, you may also want to indicate that you have called through the FIRS.
Using a Computer as a TDD/TTY
Callers can reach the FIRS through a computer instead of a TDD/TTY. The dial-in number is the same; 1-800-877-8339. Users should set their communications software as follows, for speeds ranging from 300 to 2400 BPS.
- 8 bit
- No Parity
- 1 Stop Bit
- Full Duplex
When calling at a rate of 300 BPS or below, follow the above settings using Half Duplex. (Note: It may be helpful to set your "time out" to 100 seconds). Consult your communications software manual for additional information.
On-Line Directory Access
The FIRS maintains an on-line directory of U.S. Federal Government TDD/TTY numbers. To access the directory, dial 1-800-877-8845 (TDD/TTY and ASCII users only).
The on-line directory is updated whenever the FIRS Staff becomes aware of a change. It contains more recent information than other versions of the directory.
Abbreviations used in TDD/TTY Conversations
People who frequently use TDD/TTY machines develop abbreviations to reduce keystrokes, speed-up conversations and complete responses or conversations. Some abbreviations are more common than others. Those which are universal are marked with an asterisk.
Conversation Signals
ABBREVIATION TRANSLATION ____________ ___________ * GA "Go Ahead" (your turn to type or respond). * GA TO SK Completing all messages and getting ready to hang up. Q "Question" - used instead of a question mark "?" * SK "Stop Keying" (end of conversation). * SKSK Hanging Up (acknowledges SK). XXX Erasing a typing error (type this instead of using the backspace key).
Truncated Words
ABBREVIATION TRANSLATION ____________ ___________ ABT "About" ANS "Answer" CTR "Center" CUL "See You Later" CUZ "Because" CD, CLD or CUD "Could" HD or HLD "Hold." HMMM "Pause (I'm Thinking)" MSG "Message" MTG "Meeting" NBR "Number" OIC "Oh, I see" OK "All right" OPR "Operator" PLS "Please." R "Are" SHUD "Should" THO "Although" THX "Thanks" or "Thank You" TMR "Tomorrow" U "You" UR "You Are," "Your" or "Yours" WUD "Would"
Communications Equipment
ABBREVIATION TRANSLATION ____________ ___________ * TDD Telecommunications Device for the Deaf (this term is beginning to fall out of favor). * TTY Teletypewriter. TT Text Telephone.
Telecommunications Relay Terms
ABBREVIATION TRANSLATION ____________ ___________ CA Communications Assistant. TRS Telecommunications Relay Service. * = Universal Terms.
The FIRS Staff would like to add more abbreviations to this list. Please e-mail universal or common terms to the individual responsible for web page maintenance.
Relay Information/Comments/Brochures
- If you would like free copies of the FIRS brochure, or more information on relay communications please call:
- 1-800-877-0996 (TDD/TTY & Telephone).
- The brochure contains much of the information found here, but in a convenient one-page paper format.
- If you would like free copies of the 1997 U.S. Government TDD/TTY Directory, please write:
- Consumer Information Center
- Department TDD/TTY
- Pueblo, CO 81009
- FIRS welcomes customer comments. Please write:
- FIRS
- 6000 Metro Drive
- Baltimore, MD 21215
- To make suggestions regarding this page, please contact:
- web page maintenance.