Q: Please describe your role in the company and why it is important.
A: I am a trainer, which means I work where the rubber meets the road. I go into people’s homes to install the CaptionCall phone and train them to use our CaptionCall service.
Q: What do you bring to your role that adds value to the company?
A: A positive attitude, patience, and a willingness to listen. Every customer is different and needs a “custom” installation. Every install is different, whether it is technical in nature or finding a customized way of explaining the service. The bottom line is I want to help customers feel comfortable with the service so it will meet their calling needs.
Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?
A: The portion of the ADA that applies to CaptionCall aims to level the playing field by providing technologies that assist people who are hard-of-hearing with their calling. In our particular case, we provide captioning services on various platforms that allow individuals to communicate more effectively on a daily basis.
Q: Please describe how regulations (the government rules) impact what we do as a company.
A: As with any government program, there are regulations created to help protect everyone involved. As a participant, CaptionCall takes this responsibility seriously. We design our procedures and processes with this in mind and constantly monitor and adjust them as necessary to be sure we are well within current regulatory rules.
Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?
A: The captioning technology we use is cutting edge. Therefore, it can be a challenge to effectively communicate the workings of the technology to a generation that is unfamiliar with that technology. As trainers, we spend a lot of time creating training seniors can relate to.
Q: What is the best part of your work?
A: My answer any time I’m asked this question is: The stories our customers share with me. All of our customers have had full and fascinating lives which they love to tell people about – and I love to hear about. Many of our customers are war veterans, scientists, engineers, artists, authors, and adventurers. I get to experience firsthand what I call “human history,” which is personal stories about recent historical events. I just can’t get enough of them!