Relay Operators

Hamilton Relay is hiring part time Relay Operators. We are looking to fill evening positions mainly, but there are a few day time positions open as well.
At Hamilton Relay we process phone calls for the Deaf, hard of hearing, and speech disabled. We spend a great deal of time educating our staff about the Deaf and hard of hearing communities in order to help us in assisting them with their conversations. This is a great position for a student who may be looking for part time work and is also in a Human Services major.

Position title: Relay Operator

Department: Massachusetts Relay

Reports to: Relay Supervisor

Position summary: Relay TTY and Voice telephone calls.

Essential functions:

• Conveys messages of all types to TTY users from voice users and vice versa.

• Enters and reads type written text on a standard computer monitor and keyboard.

• Adheres to strict confidentiality rules and standards.

• Must be 18 years of age or older.

• Stresses quality in all work situations.

• Works a variety of shifts.

• Types accurately, keep pace with the voice party and uses proper Relay procedures.

• Adheres to and uses written procedural language.

• Relays calls in a conversational manner using voice inflection, speech patterns, tone of voice, and user intent.

• Relays correct phrasing by waiting for the TTY user to type complete sentences before voicing.

• Sees situations from the relay user point of view.

• Acts in a pleasant and patient manner at all times when dealing with relay users.

• Understands directions and information given by the relay user.

• Uses common sense approaches to handling situations.

• Gives concise and accurate information to the relay user.

• Understands all concepts, techniques and requirements of the job.

• Uses “down time” to review procedures and languages, and to construct tools to help understand and reference procedures and languages.

• Offers solutions and options when presenting problems or concerns to supervisors.

• Displays a willingness to make necessary adjustments as we change or add services to relay.

• Handles crisis and emotional upset in a professional manner.

• Resolves conflict directly, quickly and completely and discuss unpleasant issues with courtesy and tact.

Other responsibilities:

• Arrives on time to all scheduled shifts.

• Works well without constant supervision.

• Volunteers for extra hours when needed.
• Actively participates in training events including Relay Operator meetings and seminars offered by the company.

• Works well as a team member.

• Performs similar work related duties as assigned.

Education, experience and skills:

• Minimum 60 words per minute typing speed with 95% accuracy.

• Minimum requirement of a GED or Equivalency.

• Ability to read, write, speak, hear and understand English well.

• Ability to read and interpret information on a standard computer monitor.

• Proficiency with computer keyboards and terminals and a basic understanding of computer terminology.

• Strong communications skills, including verbal, written and interpersonal skills.

Cindy Roughley | Massachusetts Relay Human Resources | Hamilton Telecommunications
O: 413.395.0830 | Fax: 413.395.0836
cindy.roughley@hamiltonrelay.com