Jordan Kendall

CaptionCall Captioning Agent (CA)

Q: Please describe your role in the company and why it is important. 

A: I provide captions for people who are hard-of-hearing on their telephone calls, and it’s my job to provide these captions accurately. I make corrections when there are errors in the captions generated through speaking into voice recognition software. I also make the conversation as smooth as possible by adding grammar and context such as background noise that might be taking place. The goal is to do a good enough job that no one realizes I am even there.

Q: What do you bring to your role that adds value to the company?

A: I am reliable. If someone needs to make a call, I’ll be there to caption it for them … as long as it is during my scheduled shift. I try my best to bring good service. I am disappointed in myself when I can’t fix mistakes in time, and pleased when I know a call went perfectly. 

Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing? 

A: The ADA is there to make sure that people with disabilities get the same opportunities that anyone else has. The ADA provides the CaptionCall phone at no cost for anyone who is hard-of-hearing who needs captions to use the telephone. For anyone frustrated that they can’t hear on the telephone, there are lots of CAs like me ready to caption. 

Q: Please describe how regulations (the government rules) impact what we do as a company.

A: There are rules from the Federal Communications Commission (FCC) that we have to follow in order to caption calls. We have to caption everything we hear verbatim, even if a sentence would be viewed as grammatically incorrect or slang terms are used. We are not to change anything in the conversation in any way. We hear a lot of sensitive information and we are prohibited from using it in any way. This is something I take seriously to protect our users’ privacy. 

Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?

A: The greatest challenge of being a CA is getting our captioning profiles accurate. We aren’t typing the words, so we use a voice recognition software and speak what we hear on each call. There is a lot of training involved to get these profiles familiar with our voice, and to get the words to come out as accurately as possible. I have been working for CaptionCall for a few years, and my profile still needs tweaking and I am constantly trying to improve it. 

Q: What is the best part of your work?

A: The best part of being a captioning agent is knowing that every day that I work, I am helping to improve someone else’s quality of life. It’s easy to go through the motions and just caption away and not really think about it. But it is really satisfying.