Ride For Life: 'Relay Service' helps those with speech disorders

Bob Segalman knows the frustrations of not being able to communicate easily on the telephone with colleagues, students, friends and family. Mr. Segalman, who works for the California Department of Rehabilitation, has cerebral palsy that affects his speech.

About 13 years ago he came up with a solution- Speech to Speech. At that time, he chaired the California Relay Service Advisory Committee, which required him to be in contact with many deaf people using the TTY relay system.

''When I called the TTY relay using the voice line, I discovered that most of the operators understood me. People with excellent hearing have a good chance of understanding many speech disabilities,'' said Mr. Segalman, who holds a doctorate and is a professor. ''That gave me the idea that a service which 'revoiced' the utterances of people with speech disabilities would enable them to use the telephone,'' he said.

In the mid-1990s, the professor's idea became a reality when he introduced a telephone relay service in California to assist those with speech disorders.

The idea did not stop there, however. Since March 2001, the Federal Communications Commission has required all state public utilities and service commissions to provide a free telephone assistance program called Speech-to-Speech 24 hours a day, seven days a week.

Speech-to-Speech is provided by the same carriers that offer telephone relay services in each state for people who are deaf or hard of hearing. In Massachusetts, the carrier is Massachusetts Relay Service at (800) 439-0183.
When you call the telephone relay number, you will reach a relay communication assistant who has received special training in understanding hard-to-understand speech. The assistant will identify the relay service and ask you for the number you wish to call. You may provide any other special instructions at that time.

The communication assistant listens to what you say and then repeats it exactly to ensure that the person you are calling understands. At no time does the assistant participate in the conversation.

No special equipment is needed to make or receive an STS call. You may use your own voice or a speech synthesizer.

Massachusetts Relay Service develops profiles of callers with speech disorders. This information helps relay operators to assist the caller more efficiently and accurately.

Mr. Segalman makes five to 10 STS calls each day and said that without the service he could not have accomplished the political lobbying that was necessary for it to become a nationwide mandated program.

At present, about 6,000 STS calls a month are made nationwide. These tend to be callers with such conditions as Parkinson's disease, cerebral palsy, amyotrophic lateral sclerosis (Lou Gehrig's disease), multiple sclerosis, muscular dystrophy, laryngectomy (removal of the voice box) and other conditions.

Mr. Segalman estimates that 1 to 2 percent of the population, or 51/2 million people, could benefit from the service. ''About three-fourths of that 1 to 2 percent lack either the cognitive or social skills or motivation to use STS,'' he continued. This still leaves about 150,000 people nationwide and 38,000 statewide who could use the service.

Mr. Segalman has found that STS is most successful in states where agency or medical staff seek out and teach people how to use the service. The Massachusetts Relay Service Outreach Department is working hard to get the word out about STS. Since early spring, community forums have been held across the state. One such forum is scheduled from 5 to 7 p.m. Oct. 30 at Sullivan Middle School, 140 Apricot St., Worcester.

Voice interpreters are provided at all forums and all sites are handicapped accessible. Requests for CART or FM systems should be made at least three weeks in advance.

A Massachusetts Relay Service spokesperson said individuals or groups may request an outreach worker to explain and demonstrate STS and the other Massachusetts Relay Service services through customer service at (800) 439-0183. If you have any questions about using Speech to Speech, contact the customer service representative with the Massachusetts Relay Service.

Additional information, including the STS numbers for other states, can be obtained through the Web site of the FCC's Disability Rights Office at http://www.fcc.gov/cgb/.

Mr. Segalman is interested in personal experiences with STS and support for more aggressive outreach programs nationwide. To get involved, contact him via e-mail at bsegalma@dor.ca.gov.