Willie Draughon

Senior Center Director

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

A: My role is to help direct the day-to-day business of a captioning center where a group of captioning agents provide live captioning to our customers who are using a CaptionCall phone or device. I believe my role is important so we can ensure all captioning provided to our customers meets our mission statement and our core values that we strive to live every day when we come to work. 

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

A: I feel that I bring dedication to my work every day. Dedication is one of our six core values. I have worked for the company for more than 12 years now. I love the work we do for our customers. I have worked in other companies before. I worked in a sales type role and never really felt fulfilled at the end of the day. Providing captioning for our customers is so fulfilling because I know I am making a difference every day in the lives of our customers. 

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

A: The ADA is an amazing law we are fortunate to have in our wonderful country. It enables our customers to have access to functionally-equivalent services, such as captioned telephones. Our captioned telephone service opens our customers up to more independence as they can take back control of their own telephone conversations, thus leading them to stay socially connected for longer, happier, and healthier lives. I feel so blessed that we at CaptionCall have the ability work with the Federal Communications Commission (FCC) by way of the ADA and make such a difference for our customers. 

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

A: Regulations are such an important part of how we operate at CaptionCall. Customer confidentiality ties directly into our core value of integrity. In my role as a center director, I frequently discuss the importance of following FCC guidelines with our agents and supervisors to ensure our customers have the best verbatim captioning possible. We as a company take pride knowing that we value our customers’ privacy and communication needs. 

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

A: I feel the greatest challenge I have overcome as a center director has been to help our captioning agents get to know our customers. Our job as captioning agents is unique and different from many other jobs. We do not get to see our customers face to face when we are helping them. We do not even get to talk to them over the phone when we are helping them. So sometimes it is hard for us to make the customer connection. We have worked hard to really make sure that we share customer compliments and have even gone as far as inviting customers to come talk to us about the importance of the CaptionCall service. Being able to see our customers face to face and hear from them was definitely one of the highlights of my work so far. 

Q: What is the best part of your work?

A: For me the best part of my work – hands down – is knowing that every day I work I know that I am helping our customers stay socially connected, which allows them the richness of relationships. The work we do at CaptionCall is so meaningful and it makes coming to work so rewarding. Many times, when I ask our tenured employees why they have stayed with us for so long – without fail, they respond that they love helping and serving our customers. They say they know the work they do makes a difference. It has been an absolute pleasure and honor for me to serve our customers!