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MassRelay and MassEDP
for Massachusetts residents with disabilities
NOTE: Glossary words are highlighted. Click on any glossary word to see its definition.
What is MassRelay?
MassRelay is a free service that allows people who use text-based TTY phones to have phone conversations with people who use standard phones. MassRelay provides relay operators who read TTY typed words aloud so standard phone users can hear them, and who type spoken words so TTY users can read them. MassRelay also allows people with speech disabilities to communicate by phone.
The Americans with Disabilities Act requires all states to offer a free relay service.
What types of calls can I make with MassRelay?
MassRelay allows many different types of relay calls:
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Voice to TTY: A hearing individual using a standard phone can call a TTY (text telephone) user. The relay operator types the caller's spoken words. The TTY user reads the typed words and types a response. The relay operator reads the typed words back to the caller.
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TTY to Voice: A text telephone user can call a standard telephone user. The relay operator reads the typed words to the hearing person. The hearing person speaks a response. The relay operator types the words for the TTY caller to read.
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Hearing Carry Over (HCO): A person who can hear, but has a speech disability, can use a TTY phone to call a standard telephone user. The relay operator reads the caller's typed words to the standard phone user. The standard phone user speaks back directly to the HCO caller.
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Voice Carry Over (VCO): A TTY caller who is deaf or hard-of-hearing can speak to a standard telephone user and get text responses. The TTY caller speaks directly to the standard phone user. The relay operator types the standard phone user's responses for the TTY user to read.
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Speech-to-Speech (STS): A person with a speech disability who can speak, but has trouble being understood on the phone, can call a standard telephone user. A specially trained relay operator listens to the words and repeats them clearly to the other party. STS can be used by people who have a digital voice synthesizer, an electronic larynx, or other speech device.
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Other types of calls can also be arranged. Call MassRelay Customer Service at 1-800-720-3479 (Voice) or 1-800-720-3480 (TTY) for assistance.
MassRelay is available in English or Spanish.
How does MassRelay work?
To use MassRelay:
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Dial 711 (nationwide) to reach a MassRelay operator. Massachusetts TTY users can also dial 1-800-439-2370. Massachusetts standard phone users can also dial 1-800-439-0183.
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When the operator answers, type or say the number you want to call.
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The operator will dial the number, and the relay begins.
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The operator will type spoken words so the TTY user can read them, and speak the TTY text words so the standard telephone user can hear them.
Some things to remember:
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Anyone can use MassRelay. It is a free service with no eligibility requirements.
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If you or the person you are calling has not used a relay service before, the operator will explain how it works.
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If you use MassRelay often, you can set up Relay Preferences that are linked to your phone number. For example, you can specify a male or female operator, English or Spanish, or type of relay call.
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Everything you say during a MassRelay conversation is kept private. MassRelay operators do not keep any record of your calls and may not discuss anything they hear during a call.
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A doctor and patient can discuss medical information using MassRelay. MassRelay operators sign a legal agreement to protect your privacy. Anything you discuss during a relay call remains confidential.
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MassRelay Customer Service is available 24 hours a day, every day. The MassRelay Customer Service numbers are 1-800-720-3480 (TTY) and 1-800-720-3479 (Voice).
If you have a permanent disability that affects your use of the telephone, you may be eligible for free TTY or other specialized telephone equipment from MassEDP. See What is MassEDP? and Am I eligible for free telephone equipment?
How much does MassRelay cost?
MassRelay is a free service. You do not have to pay anything extra to make a call using MassRelay. Anyone can use the service. When you make a MassRelay call, you only pay your standard local or long-distance telephone charges.
What is MassEDP?
MassEDP (Massachusetts Equipment Distribution Program) is a service for Massachusetts residents with permanent disabilities who need specialized telephone equipment. MassEDP provides special telephones for free or at reduced cost, depending on income.
MassEDP is run by Verizon and is funded by a surcharge on all voice telephone and data lines. The program was developed by government disability offices, the Department of Telecommunications and Energy, and community representatives.
Am I eligible for free telephone equipment?
To be eligible for MassEDP, you must:
- be a resident of Massachusetts
- have a permanent disability that affects your use of the telephone
- have access to residential telephone service (landline, not cell phone)
To get free equipment:
- if you have no dependents, your annual household income must be less than $50,000
- if you have dependents, add $15,000 per dependent to the $50,000 income limit. For example, if you have 1 dependent, the income limit is $65,000; if you have 2 dependents, the income limit is $80,000.
If you do not qualify for free equipment, you will pay:
- full cost for equipment under $100
- 1/3 of the cost for equipment from $101 to $1000
- $333 for equipment over $1000
How do I apply for free telephone equipment?
To apply for MassEDP free or reduced price telephone equipment:
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You must fill out the MassEDP application. You can get an application by calling Verizon at 1-800-300-5658 (Voice/TTY), or you can download the application from the MassEDP web site: MassEDP Application.
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You must have a medical professional sign the application, certifying that you have a permanent disability that requires specialized telephone equipment.
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You must send the application to the appropriate disability office to be certified: Massachusetts Commission for the Deaf and Hard of Hearing, Massachusetts Commission for the Blind, or the Massachusetts Rehabilitation Commission. The addresses are listed on the application.
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After the disability office certifies your disability, MassEDP will send you an approval letter with instructions on how to get your equipment. If you are blind, cognitive, or motion impaired, MassEDP will deliver your equipment to your home and install it for you. Otherwise, you can pick up your equipment at a MassEDP location, or have the equipment shipped to your home.
Once you are approved for MassEDP, you do not have to reapply. If your disability changes and you need different equipment, your doctor must sign a disability change form. Equipment repairs are free.
Useful links
These links are external links to web sites that are not part of MassResources.org. When you click on these links, you will leave our site. Click "Back" on your browser to return.
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MassRelay Services Overview
Detailed information about the MassRelay service, including:
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MassEDP
Detailed information about the MassEDP Equipment Distribution Service, including:
MassRelay and MassEDP section last updated on 9/11/09
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