Hearing Impaired Procedure
On occasion, you may need to assist a hearing-impaired customer. Hearing impaired customers are able to contact a relay service in order to get assistance with making phone calls.
When you receive a call from a translator representing a customer with a hearing impairment, it is important that you accept the call and follow the documented procedures. The translator will provide us with information on the customer's behalf.
Incoming Calls
After you answer the phone, a translator will make the below announcement:
"This is a translated call for the hearing impaired from the State of ______. Have you completed this type of call before for your customers?"
- If YES, proceed with the customer's inquiry
- If NO, the translator will explain the process to you and proceed with translating the customer's inquiry
Outbound/Follow Up Calls
If a follow up call to a hearing-impaired customer is necessary, you can dial 7-1-1 and a translator will assist you with relaying information to the customer.
Email Correspondence
Hearing impaired customers may want to request assistance via email. If this occurs, please advise them to email us at information@cinchhs.com.
If a hearing-impaired customer sends you an email, please forward it to information@cinchhs.com so that we can send them further correspondence on their claim.
It is imperative that we follow these procedures in order to ensure that our customers receive assistance. If you have any questions, please contact your supervisor or member of management.
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