Get to Know the Outreach Team at Pennsylvania Relay

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Pennsylvania Relay

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Posted on

Mar 05, 2024

Pennsylvania (PA) Relay is a free public service that provides telecommunication solutions to citizens who are deaf, hard of hearing, DeafBlind, or who have difficulty speaking. With support from PA Relay, these individuals can place and receive calls through assistive services and technology. PA Relay has a team of outreach coordinators who visit various communities throughout the state to bring more awareness to this valuable service. Outreach coordinators connect with potential PA Relay users, their loved ones, and community members and inform them about the available solutions that could help them, or someone they know, communicate more efficiently and effectively.  

PA Relay’s outreach coordinators Jenny Pearson and Thadeus Graham took some time to answer important questions about the free public service and their roles on the outreach team to help people understand how they can benefit from PA Relay services and the educational opportunities available through the outreach program. Keep reading to get to know your outreach coordinators!


What are the responsibilities of your role as an outreach coordinator?

Jenny: As an outreach coordinator, my main focus is educating Pennsylvania residents and businesses about the services provided by PA Relay and how those services work. It’s my pleasure to travel throughout the state educating people about PA Relay’s services and how businesses and organizations can benefit from using PA Relay to connect with potential clients who use accessible telecommunications to conduct business. To do this, the outreach team exhibits at community events, gives educational presentations to local organizations, and provides training to businesses and organizations.  

 

Thadeus: I educate people about PA Relay as well as assist people in gaining access to the free public service. As an outreach coordinator my role is to both assist our relay users as well as introduce people who could benefit from the service to PA Relay. I answer questions, help with equipment installations, provide a point of contact for our users, host presentations, or attend expos and health fairs to make sure everyone is aware of the services that are available to them.

 

How can PA Relay’s services help people stay connected, and how do you help people learn more about these specific services?

Jenny: In presenting this information at public and private events, the outreach team can inform people on how these services work and why they are important for accessibility and facilitation of communication for people of all abilities.  

 

Thadeus: PA Relay’s services help people stay connected by returning independence and autonomy to our users. It empowers people who are deaf, DeafBlind, hard of hearing, or who have speech differences to connect to standard telephone users directly through their adaptive equipment. I help people learn about these services through a variety of methods.

 

What kind of events do you attend as an outreach coordinator?

Jenny: Some types of events the outreach team attends could be health fairs, senior expos, state and local fairs, church groups, chamber of commerce events, conferences, and virtual presentations.  

 

Thadeus: I will attend any event that will have me and that will have a meaningful impact for my fellow Pennsylvania residents. I attend health fairs, senior expos, and host presentations at local organizations. I also work with community leaders to schedule town hall events or even host awareness nights at local sporting events. I’ve met with PA Relay users in their homes to help them with their adaptive equipment on a more personal level.

 

What has been one of your favorite events that you’ve attended as an outreach coordinator? What made it so memorable?

Jenny: I have been an outreach coordinator for six years and have experienced so many amazing events and interactions. Some of my favorite events involve educating seniors and their caregivers about PA Relay and how we can help maintain connections between those who use traditional telephone services and those who use relay services. Hearing loss is a common experience among those who are aging, and to be able to provide these folks with a solution like Voice Carry-Over or Captioned Telephone is incredibly rewarding, especially when they share their experiences with me. 


Thadeus: My first ever presentation will always be etched into my mind. It was a cold December morning just north of Philadelphia. I had just presented to a group of seniors about PA Relay. After the presentation I helped a few of them download and set up the Hamilton Mobile™️ CapTel® App on their phones. The joy they had calling each other and using their new adaptive technology made me realize how much of a difference this can truly make for people. I was hooked on wanting to help as many people as possible after that day.


Do you offer educational presentations about PA Relay to local organizations?

Jenny: Yes, we do! We provide presentations throughout the state, both in person and virtually. Some of the types of organizations we educate are service providers, health professionals, retirement communities, Deaf and Hard of Hearing support groups and organizations, local businesses and agencies, sporting groups, and church gatherings. All of our presentations are always no cost and can be scheduled at the organizations’ convenience.  

 

Topics discussed during our presentations are general information about PA Relay, types of services provided and how they work, and how to use the service. The topics can certainly be customized based on the organization. For example, a group may be interested in services for those who are living with hearing loss, so we can tailor our presentation to address those specific services.


Thadeus: PA Relay offers a variety of training as well as educational preparations to any interested organization across the Commonwealth. We can also provide training to organizations on how to properly handle relay calls. The Relay Friendly Business Training helps organizations identify relay calls and trains staff on how to properly handle these types of calls.

During these presentations we discuss everything from the history of relay services to the different types of services. We discuss PA Captioned Telephone Relay Service and how to acquire adaptive equipment either through the state’s equipment distribution program, TechOWL, or other means. The topics and timeframe can be customized to meet the needs of the organization.

 

Is there anything else about your role as an outreach coordinator that you’d like people to know?

Jenny: As an outreach coordinator, the most important thing I do is connect people to resources they can use to make life a bit easier. Often, I present information to people who do not need PA Relay’s services, but they know someone who does. When this happens, it’s so rewarding to hear how they will share what they’ve learned from me with those who really need assistance making and receiving calls. This ensures that connections remain strong, and people are able to live life as independently as possible.   

Thadeus: The biggest thing I would like people to know is just how life-changing these services are. Even if you’re not someone who could use PA Relay, it’s likely that someone you know could greatly benefit from the service.

 

How can an interested individual or organization reach you?

Jenny: To learn more about PA Relay, feel free to email me at [email protected] or call 610-737-7205! 

Thadeus: The best way to get in touch would be by emailing [email protected], or I am available by phone at 412-944-7424.

 

FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. Advanced speech recognition software is used to process calls, and, in certain circumstances, a live communications assistant may be included on the call. There is a cost for each minute of captions generated, paid from a federally administered fund. To learn more, visit fcc.gov. Third-party charges may apply: the Hamilton CapTel phone requires high-speed internet access (Wi-Fi capable) and in some cases, may require telephone service. When using Hamilton CapTel on a smartphone or tablet and not on Wi-Fi, a data plan is required. Hamilton CapTel may be used to make 911 calls but may not function the same as traditional 911 services. For more information about the benefits and limitations of Hamilton CapTel and Emergency 911 calling, visit HamiltonCapTel.com/911. Third-party trademarks mentioned are the property of their respective owners.

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How often should I schedule follow-up appointments? When should I contact my doctor if my symptoms change? Do not hesitate to ask your physician to explain something again if you do not understand it. You deserve to have your questions answered and to understand the recommendations being made about your health.It can also be helpful to request written instructions or reliable educational resources that you can review after your appointment.Coordinate Care Among Multiple SpecialistsMany people with chronic illnesses receive care from several different medical specialists.For example, someone with diabetes and heart disease may see an endocrinologist, cardiologist, primary care physician, and nutrition specialist. 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Never stop or change a prescribed medication without discussing it with the appropriate medical professional.Medication reminders, pill organizers, and pharmacy refill services can also help make medication management easier.Prepare for Medical AppointmentsWhen living with a chronic illness, medical appointments may become a regular part of your routine. Preparing ahead of time can help you make the most of each visit.Patients sometimes forget important questions or struggle to remember changes in their symptoms when speaking with their doctors.Before an appointment, consider writing down: Any new or worsening symptoms. Changes in pain, energy levels, or mobility. Questions about medications or treatment recommendations. Concerns about side effects. Results from recent testing. Changes in your daily activities or quality of life. If you monitor certain health measurements at home, such as blood pressure or blood glucose, bring relevant records to your appointment.You may also want to bring a trusted family member or friend who can help take notes, remember instructions, and provide additional support.Being prepared can help you communicate more effectively and ensure that important concerns are addressed.Learn How to Advocate for YourselfSelf-advocacy is an important part of managing a chronic illness. It means taking an active role in your healthcare by asking questions, expressing concerns, and making sure your needs are understood.Patients sometimes hesitate to speak up because they do not want to question their physician or appear difficult. However, asking questions and requesting clarification are important parts of receiving appropriate care.If something does not seem right, or if you do not understand a treatment recommendation, it is reasonable to ask for more information.Effective self-advocacy may include: Speaking up when symptoms change or become worse. Asking for clarification when medical instructions are confusing. Discussing treatment options and personal preferences. Requesting copies of medical records and test results. Asking how different treatments may affect daily life. Seeking another medical opinion when appropriate. Remember that you are an important member of your healthcare team. Your experiences, concerns, and treatment goals deserve to be heard.Consider Getting a Second Medical OpinionA chronic illness may require ongoing treatment and long-term medical decisions. In some situations, patients may benefit from receiving another professional opinion about their diagnosis or treatment plan.A second opinion can provide additional information, confirm an existing diagnosis, or help patients better understand alternative treatment options.This may be particularly helpful when: You have received a complicated or unexpected diagnosis. Your current treatment is not producing the expected results. You are considering a major medical procedure. You are experiencing significant side effects. You want to explore additional treatment approaches. You feel uncertain about the recommendations you have received. Seeking a second opinion does not mean you distrust your current physician. It is simply another opportunity to become informed and feel confident about your healthcare decisions.A healthcare advocate may also help patients understand the process of obtaining another opinion and organizing the medical records needed for a consultation.Use Technology to Manage Your HealthcareTechnology has made it easier for many patients to access medical information and stay connected with their healthcare providers.Patient portals, mobile applications, and telehealth services can help individuals manage some of the everyday responsibilities associated with chronic illness.Depending on the healthcare provider and available services, technology may allow patients to: Review laboratory results and medical records. Request prescription refills. Schedule appointments. Send secure messages to healthcare providers. Participate in virtual medical visits. Track health measurements and symptoms. Receive appointment reminders. Some patients also use mobile applications to monitor blood pressure, blood glucose, physical activity, medication schedules, or other health information.These tools can help patients stay organized and provide useful information to share with their medical team.However, technology should complement, not replace, communication with healthcare professionals. Patients should discuss concerning symptoms and unexpected changes with their providers rather than relying solely on information from an application.Understand Your Health Insurance and Healthcare CostsManaging a chronic illness can involve significant financial responsibilities. Regular appointments, specialist visits, medications, laboratory testing, medical equipment, and treatment procedures can add up over time.Understanding your health insurance coverage can help you avoid unexpected expenses and make more informed decisions about your care.Important things to review include: Your insurance plan's coverage for specialist visits. Prescription medication coverage and pharmacy requirements. Deductibles, copayments, and out-of-pocket maximums. Whether referrals are required to see specialists. Coverage for physical therapy and other supportive services. Available financial assistance programs. If you are unsure about coverage, contact your insurance company or healthcare provider's billing department for clarification.Hospital and clinic social workers may also be able to connect patients with financial assistance programs, medication resources, and community organizations.Understanding your options can help reduce financial stress while ensuring you have access to the services you need.The Role of a Healthcare Advocate in Managing Chronic IllnessNavigating the healthcare system can be especially challenging when managing a long-term medical condition. Patients may spend considerable time coordinating appointments, communicating with specialists, understanding treatment recommendations, and organizing medical information.For individuals who feel overwhelmed by these responsibilities, working with a healthcare advocate may provide valuable support.A healthcare advocate helps patients understand and navigate the healthcare system while keeping their needs and preferences at the center of the process.Depending on the services offered, a healthcare advocate may help with:Understanding Medical Information: Helping patients organize information about their diagnosis, treatment recommendations, and healthcare options so they can have more informed conversations with their physicians.Coordinating Appointments: Assisting with scheduling and organizing appointments with multiple specialists and healthcare providers.Preparing for Doctor Visits: Helping patients identify questions, organize medical records, and prepare for important healthcare discussions.Improving Communication: Helping patients communicate concerns and understand instructions from their medical team.Exploring Additional Resources: Identifying support services, community programs, and other resources that may help patients manage their condition.Supporting Informed Decisions: Helping patients understand the information available so they can discuss treatment choices and personal preferences with their healthcare providers.A healthcare advocate does not replace a physician, diagnose medical conditions, or make treatment decisions. Instead, they provide guidance and support to help patients become more confident and informed participants in their healthcare journey.For patients managing multiple medical conditions or working with several specialists, having someone help organize the process can make a meaningful difference.Build a Support System to Help Manage Your ConditionLiving with a chronic illness can sometimes feel isolating, particularly when symptoms interfere with everyday activities or require ongoing lifestyle changes.Having a reliable support system can make managing a long-term condition easier.Family members and friends may be able to provide transportation, help with household responsibilities, attend medical appointments, or offer emotional encouragement.Patients may also benefit from connecting with support groups and organizations focused on their specific medical condition.For example, individuals living with diabetes, lupus, heart disease, or multiple sclerosis may find educational resources and support communities through national health organizations and local programs.In addition, counselors, social workers, registered dietitians, and other healthcare professionals may provide specialized assistance depending on individual needs.Having people who understand your challenges and are willing to help can reduce stress and make it easier to stay engaged in your healthcare.Take an Active Role in Your Long-Term HealthLiving with a chronic illness requires ongoing attention, patience, and commitment. While some days may be more challenging than others, taking small steps to stay organized and informed can make a significant difference.Understanding your diagnosis, maintaining communication with your healthcare providers, keeping track of medications, and coordinating appointments can help you feel more in control of your medical care.It is also important to remember that you do not have to manage every aspect of your healthcare alone. Family members, medical professionals, support organizations, and healthcare advocates can all play valuable roles in helping you navigate the process.You Don't Have to Navigate Chronic Illness AloneManaging a chronic illness involves much more than attending medical appointments and taking prescribed medications. It requires ongoing coordination, communication, decision-making, and adjustments to everyday life.For patients living with conditions such as diabetes, lupus, heart disease, multiple sclerosis, and other long-term illnesses, the healthcare system can sometimes feel complicated and overwhelming.Having the right support can help make the journey easier.A knowledgeable healthcare advocate can help patients understand medical information, prepare for appointments, coordinate care, and identify resources that may improve their healthcare experience.Vital Voice Healthcare Navigation understands that managing a chronic illness can be challenging. Having someone to help you navigate the healthcare system, communicate with medical professionals, and better understand your healthcare options can make a meaningful difference. You deserve to feel informed, supported, and confident as you take an active role in managing your long-term health.

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Pennsylvania Relay

Hearing Services & Resources PO Box 3265, Harrisburg, Pennsylvania, 17105

Hamilton Relay provides telecommunications relay services for Pennsylvania including TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish and CapTel.When you connect with Pennsylvania Relay, a Communication Assistant (CA) will connect on the phone with you. Simply give the CA the number you wish to call and your call will be processed promptly, professionally and accurately.Hamilton Relay offers a variety of service options. Visit their website to learn of every service option at www.PARelay.net.