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Maryland Relay: STS (Speech-to-Speech)

Maryland Relay: STS (Speech-to-Speech)

Speech-to-Speech (STS) is especially useful for people who have difficulty speaking or being understood on the telephone. STS involves specially trained Operator (OPR) who are familiar with the speech patterns of a wide variety of individuals who have difficulty being understood.

Placing Calls

  1. Dial 711 or the toll-free STS number for your state.
  2. Provide the STS OPR the number you wish to call, plus any special instructions.
  3. The OPR will ask the person you are calling if he/she is familiar with STS. If the person is not, the OPR will explain how STS works before the conversation begins.
  4. The OPR will repeat your part of the conversation, in short phrases, unless you request otherwise. The OPR will work closely with you to ensure your entire conversation is understood.
  5. Say “Go Ahead” or “GA” each time you are finished speaking and are ready for a response. The conversation will proceed in this manner until the call is complete.
  6. To end your call, say “GA to SK” or simply say “Goodbye.”

Placing Calls with Visually Assisted Speech-to-Speech (VA STS)

Visually Assisted Speech-to-Speech (VA STS) involves the use of a live video connection between the OPR and the VA STS user. Utilizing a webcam and computer with Skype™, the OPR is able to see the VA STS user’s mouth movements, facial expressions and gestures as they are speaking. The OPR uses these visual cues to assist in better understanding the VA STS user’s side of the conversation.

  1. Dial the toll-free Speech-to-Speech number for your state.
  2. Using Skype, the OPR establishes a video connection with the VA STS user.
  3. The VA STS user gives the OPR the number to dial, and any specific call handling instructions.
  4. The OPR dials the requested number and facilitates the conversation.

Helpful Tips

  • Establish a Customer Profile to store helpful information about your calls. This will allow the OPR to process your calls more efficiently.
  • Give the OPR as much information as possible about your call prior to the OPR dialing. For example, if you know you are calling an automated system that requires you to select from a number of options, let the OPR know which options you want before the call is placed.
  • If you reach an answering machine, the OPR will request and verify your full message and then call back to leave that message.
  • It is helpful if you pause while the OPR repeats your part of the conversation.
  • You or the person you are calling may request that the OPR remain in the background. If you need the OPR to assist at any time during the call, you must request the OPR to do so. This is especially helpful when calling family, friends or others who are familiar with your speech.
  • There is no time limit and you may make as many consecutive calls as you want. You should not be concerned with the length of time a call may take.
  • You may request a male or female OPR and as long as one is available, your request will be honored.

Live Chat is available during the following hours:

Monday – Friday:
8:30 AM to 12:30 AM Eastern

Saturday, Sunday:
11:00 AM to 6:30 PM Eastern