TTY 711 – How to Use the Relay Service Number

The number TTY 711 is one of the most important accessibility tools in American telecommunications. By dialing 711 from any phone, Deaf, hard-of-hearing, and speech-disabled individuals can connect to a telecommunications relay service that enables them to communicate with hearing callers through a trained operator. Understanding how TTY 711 works is essential for anyone involved in accessibility, customer service, or Deaf community support.

What Is TTY 711

TTY 711 is a nationwide three-digit number that connects callers to telecommunications relay services. The Federal Communications Commission mandated 711 access in 2001 under the Telecommunications Act of 1996, ensuring that every telephone user in the United States could reach relay services by dialing a single, easy-to-remember number. Before 711 was implemented, relay service access required dialing different toll-free numbers depending on the state, which created confusion and barriers.

When you dial 711, your call is routed to the relay service provider for your state or region. A communication assistant, also called a relay operator, answers the call and facilitates communication between the TTY user and the hearing party. The service is free, confidential, and available 24 hours a day, seven days a week.

The 711 system works from any telephone, including landlines, cell phones, and payphones. This universal accessibility is by design — the FCC wanted to ensure that Deaf and hard-of-hearing individuals could access relay services from anywhere, at any time, without needing to look up special numbers or carry contact information for their state’s relay provider.

How to Dial 711 for Relay Services

Using TTY 711 is straightforward, whether you are a TTY user or a hearing person initiating a call. If you are a TTY user, simply dial 711 on your TTY device. When the relay operator answers, type the number you want to call and any specific instructions, such as your preferred communication method. The operator will then place the call to the hearing party and relay the conversation between you.

If you are a hearing person who needs to contact a TTY user, you can also dial 711. When the operator answers, explain that you want to reach a TTY user and provide the phone number. The operator will connect the call using TTY and relay the conversation, voicing the TTY user’s typed messages to you and typing your spoken words back to the TTY user.

During a relay call, the operator follows strict protocols. They relay everything that is said or typed, word for word, without editing, censoring, or adding their own commentary. Calls are completely confidential, and operators are prohibited from disclosing any information about the content of relay calls. This ensures that TTY 711 users have the same privacy protections as any other phone caller.

A few practical tips can make relay calls smoother. Speak at a moderate pace, since the operator needs time to type your words. Avoid talking over the other person. Say “go ahead” when you finish speaking, so the operator knows to switch. And be patient — relay calls naturally take longer than direct voice calls, but the communication is just as valid and complete.

Types of Relay Services Available Through 711

Dialing 711 can connect you to several different types of relay services, depending on your communication needs and preferences. Traditional TTY relay is the most established format, using text-based communication between the caller and the operator. This is the original form of relay and remains available for anyone with a TTY device.

Voice Carry Over allows individuals who can speak but cannot hear to use their own voice during the call. The caller speaks directly to the hearing party, and the operator types the hearing party’s responses back to the caller on their TTY display. This is useful for people with progressive hearing loss who retain their speaking ability.

Hearing Carry Over is the reverse — it serves individuals who can hear but have difficulty speaking. The caller types their messages, which the operator voices to the other party, and the caller listens directly to the other party’s spoken responses. This service supports people with speech disabilities.

Speech-to-Speech relay assists callers who have speech that may be difficult for others to understand. A specially trained operator listens to the caller and revoices their words more clearly to the other party. This service helps individuals with conditions like cerebral palsy, stroke, or traumatic brain injury.

Through 711, you can also request connection to Video Relay Service or Internet Protocol Relay if those services are available from your provider. VRS allows Deaf individuals who use ASL to communicate through a sign language interpreter via video, while IP Relay uses internet-based text communication instead of traditional TTY signals. These newer services offer faster, more flexible communication options.

Tips for Hearing Callers Using 711

If you are a hearing person who needs to make or receive a relay call, there are several things you can do to make the experience smooth and respectful. First, do not hang up if you receive a relay call. Many hearing people mistake relay calls for telemarketing or scam calls when they hear the operator’s introduction. Listen for the operator to explain that they are facilitating a relay call.

Speak directly to the person you are calling, not to the operator. Say “How are you today?” not “Tell her I said how is she doing.” The operator is a communication conduit, not a participant in the conversation. Using direct language keeps the interaction natural and respects the Deaf caller’s autonomy. Think of it as learning to talk through a different medium.

Keep your sentences clear and reasonably short. Complex, run-on sentences can be difficult for the operator to type quickly and accurately. Pausing between thoughts gives the operator time to keep up and ensures the conversation flows well.

Finally, be aware that businesses are legally required to accept relay calls under the ADA. Refusing a relay call or providing inferior service to a relay caller is a violation of federal law. Training your staff on how relay calls work and ensuring they treat relay callers with the same courtesy as any other customer is both a legal obligation and a matter of basic respect.

TTY 711 and Modern Communication

While TTY 711 remains a vital accessibility resource, the telecommunications landscape has evolved considerably since the service was first mandated. Many Deaf individuals now prefer Video Relay Service, which allows them to communicate in ASL rather than typing on a TTY device. VRS calls feel more natural and are significantly faster than text-based relay.

Real-time text, or RTT, is an emerging technology that allows users to send text messages during a phone call in real time, character by character, rather than typing complete messages before sending. RTT is being integrated into mobile phone standards and may eventually replace traditional TTY technology as the primary text-based communication method for relay services.

Despite these advances, TTY 711 continues to serve an important role. It provides a reliable fallback for situations where internet-based services are unavailable, and it remains the standard for emergency help access through 911 call centers. The FCC continues to require 711 access as a baseline telecommunications right, ensuring that even as technology evolves, no one is left without a means of telephone communication.

For businesses, government agencies, and service providers, maintaining awareness of TTY 711 is essential. Including TTY and relay information on your website, business cards, and public-facing materials signals that you are committed to accessibility and welcome Deaf and hard-of-hearing customers. This small step can make a significant difference in how accessible your organization is perceived and experienced by the Deaf community.

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