What Is TTY 711? Telecom Relay Service Explained
The short answer: 711 is the nationwide, three-digit dialing code for the Telecommunications Relay Service (TRS), a free service that lets people who are deaf, hard of hearing, deafblind, or have a speech disability place and receive phone calls through a trained relay operator. The FCC mandates 711 dialing nationwide, and its TRS rules live at 47 CFR Part 64 Subpart F. "TTY" refers to the teletypewriter, the original text-based device relay users typed on, which is why the service is often called "TTY 711" even though most relay traffic today runs over newer technologies.
If your organization serves the public (a government agency, a clinic, a school district, a nonprofit hotline), you will encounter relay calls, and callers may ask whether you accept them. This guide explains what 711 is, how a relay call actually works, how TTY compares to modern relay options, and why text messaging has become an essential complement to relay for accessible communication.
What Is the Telecommunications Relay Service?
The Telecommunications Relay Service is a system of communication assistants (relay operators) who sit in the middle of a phone call and translate between voice and text, or between voice and sign language. Congress required relay services in Title IV of the Americans with Disabilities Act, and the FCC implements and oversees the program through its TRS rules at 47 CFR Part 64 Subpart F. The FCC ordered nationwide 711 dialing so that anyone, anywhere in the United States, can reach a relay operator without memorizing a state-specific access number.
Key facts about TRS:
- It is free to use. Relay services are funded through the Interstate TRS Fund, which is supported by contributions from telecommunications providers. Callers pay only their normal phone charges, if any.
- It works in both directions. A deaf person can place a call to a hearing person, and a hearing person can dial 711 to reach someone who uses a TTY or other relay technology.
- Calls are confidential. FCC rules prohibit relay operators from disclosing call content and, with narrow exceptions, from keeping records of conversations beyond the call itself.
- It is available around the clock. TRS operates every day, at all hours, in all states and territories.
How a 711 Relay Call Works, Step by Step
Here is the classic TTY relay flow, which remains the mental model for all relay types:
- The caller dials 711 (or a direct relay number) and is connected to a communication assistant.
- The caller provides the number they want to reach. A TTY user types this; a voice caller says it.
- The operator places the call and announces it as a relay call to the answering party, typically explaining briefly how the call will work if the recipient is unfamiliar.
- The operator relays the conversation. When the hearing party speaks, the operator types the words to the TTY user. When the TTY user types, the operator reads the text aloud to the hearing party.
- Turn-taking is signaled explicitly. TTY users type "GA" (go ahead) to hand over the conversation, and "SK" (stop keying) to signal the call is ending.
The most important etiquette rule for organizations: when you answer a call and hear "this is a relay call," do not hang up. Treat the call exactly as you would any other caller, speak directly to the person (say "you," not "tell them"), and allow extra time for typing.
TTY vs Modern Relay: The Full Family of TRS Options
The teletypewriter dates to the 1960s, and while TTY relay is still supported, the FCC's TRS rules now cover several newer forms of relay that most users prefer. Understanding the landscape helps you recognize the calls your organization receives.
| Relay Type | How It Works | Who Typically Uses It |
|---|---|---|
| TTY-based TRS | User types on a teletypewriter over a standard phone line; operator voices the text | Long-time TTY users; settings without internet access |
| IP Relay | Text relay carried over the internet via an app or website instead of a TTY device | Users who prefer typing on a computer or smartphone |
| Video Relay Service (VRS) | User signs to an interpreter over video; the interpreter voices the conversation | Deaf users whose primary language is American Sign Language |
| Captioned Telephone (CTS/IP CTS) | User speaks for themselves and reads near-real-time captions of the other party's words | Hard-of-hearing users who can speak but have difficulty hearing |
| Speech-to-Speech (STS) | A trained operator revoices for a caller with a speech disability | People whose speech is difficult for others to understand |
Dialing 711 reaches traditional TTY-based relay and captioned telephone access; internet-based services like VRS and IP Relay are reached through their providers' apps, with users registered and assigned ten-digit numbers under FCC rules. Emergency calling is a special case: relay users are encouraged to dial 911 directly where possible, and our guide to how text-to-911 works covers the text pathway to emergency services in detail.
Why Text Messaging Complements Relay Services
Relay is essential, but it is built for live phone conversations. A large share of what organizations communicate (appointment reminders, closure notices, application status updates, event details) does not need a live call at all. That is where SMS fits, and why accessibility-minded organizations pair relay readiness with a texting program:
- Text is direct. An SMS goes straight from your organization to the person, with no operator in the middle. For deaf and hard-of-hearing recipients, a text is a first-class message, not an accommodation layered onto a voice system.
- Text is asynchronous. Recipients read and reply on their own schedule, which removes the time pressure of a relayed live call.
- Two-way texting handles most routine questions. Confirmations, reschedules, and simple questions resolve over SMS without anyone placing a call.
- Text creates a record. The recipient keeps the details in writing, which reduces repeat calls and misunderstandings.
Relay and SMS are not competitors; they cover different jobs. Publish your phone number with a note that you accept relay calls, and offer SMS for the routine communications that never needed a phone call in the first place. Government agencies can see how this works in practice on our government solutions page, and providers can do the same on our healthcare solutions page.
One more planning note: relay calls take longer than ordinary calls because every exchange passes through an operator, and TTY typing in particular moves at typing speed. Build that time into staffing expectations for phone lines, and never rush or talk over a relay caller. Organizations that route routine questions to text often find that their remaining relay calls are the ones that genuinely need a live conversation, which makes those calls easier to serve well.
What Organizations Should Do About 711
- Train front-line staff. Everyone who answers phones should recognize a relay announcement, stay on the line, and speak directly to the caller.
- Publish accessibility options. List your voice number, note that relay calls are welcome, and publish your text line if you have one.
- Never treat relay calls as suspicious by default. Some fraud has historically abused relay channels, so verify sensitive requests the same way you would on any call, but hanging up on relay callers denies service to legitimate users and, for covered entities, can create legal exposure under disability rights laws.
- Offer text as a parallel channel. For deaf and hard-of-hearing community members, the ability to text your organization is often the single most useful accessibility improvement you can make.
Frequently Asked Questions
What happens when you dial 711?
Dialing 711 connects you to a Telecommunications Relay Service operator. You give the operator the number you want to call, and the operator relays the conversation between you and the other party, converting between text and voice as needed. The service is free and available at all hours.
Is TTY 711 still used?
Yes, though usage has shifted. Traditional TTY relay remains available and FCC-supported, but many users have moved to internet-based options such as Video Relay Service, IP Relay, and captioned telephone service. The 711 code remains the universal entry point for traditional relay calling.
Can hearing people use 711?
Yes. A hearing person can dial 711 to place a call to someone who uses a TTY or another relay technology. The operator will connect the call and relay the conversation in both directions.
Is 711 the same as text-to-911?
No. 711 reaches the Telecommunications Relay Service for everyday calls. Text-to-911 is a separate capability that lets people send an SMS directly to emergency dispatch centers where it is supported. In an emergency, the FCC advises contacting 911 directly rather than routing through relay when possible.
Does SMS replace the need for relay services?
No. Relay services exist for live telephone conversations, which some situations still require, and they are mandated under Title IV of the ADA. SMS complements relay by handling routine, asynchronous communication (reminders, notices, quick questions) in a format that is directly accessible to deaf and hard-of-hearing recipients.
Make Your Communications Accessible by Default
FRANSiS gives organizations a two-way texting channel that deaf and hard-of-hearing community members can use directly, with no relay operator required, and its AI Powered Helper drafts clear, plain-language messages and handles routine replies automatically. Contact us to add an accessible text channel alongside your phone lines.
