What a captioned telephone does

A captioned telephone is a phone that displays the words the other person says on a screen in real time, so you can read what they're saying instead of (or along with) hearing it. The phone connects to a relay service — a company that employs operators to listen and type — and those operators transcribe the conversation as it happens. You speak normally into the phone, the operator types what you hear, and you read the text on your screen.

The other person on the call doesn't need any special equipment. They use a regular phone and talk normally. From their end, they hear you speaking directly — they don't hear the operator or know that captions are being created. The captioning happens silently on your end only.

Captioned phones work over your existing home phone line or internet connection, depending on the model. Some are cordless handsets, some are desktop devices that look like a small computer monitor, and some work through an app on a tablet or smartphone.

Key Takeaways

  • Captioned telephones display what the other person says as text on a screen, with an operator transcribing the conversation in real time through a relay service.
  • The other person on the call uses a regular phone and hears you speaking directly — they don't know captions are being created.
  • Many captioned phones are free or low-cost through the Deaf and Hard of Hearing program in your state, funded by the telephone relay service fund.
  • You can request a captioned phone by contacting your state's relay service or a device distributor they work with.
  • Setup usually takes a few minutes once the phone arrives — you plug it in, register with the relay service, and make a test call.

How the relay service operator works

When you make a call on a captioned phone, the relay service answers and connects you to the person you're calling. The operator listens to both sides of the conversation and types what the other person says. You see their words appear on your screen almost when ready — usually within a second or two. You speak out loud, so the other person hears your voice directly.

The operator is there to transcribe, not to participate. They don't speak to the other person unless you ask them to relay something specific. Most of the time, the other person has no idea an operator is involved. The call feels normal to them.

Different relay services have different typing speeds and accuracy levels. Some use trained stenographers who can keep up with fast speech. Others use speech-to-text software that's faster but sometimes makes mistakes. You can usually choose which relay service to use, or your state may have a default option.

Getting a captioned phone through your state program

Most states run a Deaf and Hard of Hearing program that distributes captioned phones at no cost or very low cost. The program is funded by a small fee that telephone companies pay into a relay service fund — it's not a government benefit program, and you don't need to meet income requirements or go through a lengthy process.

To request a phone, contact your state's relay service directly or look for a device distributor they partner with. You'll need to provide basic information: your name, address, phone number, and confirmation that you have a hearing loss. Some states ask for a brief statement from you or a letter from a doctor, but many don't require any documentation at all.

Once your request is approved, the phone ships to your home. Setup is straightforward: you unbox it, plug it into a phone jack or internet connection (depending on the model), and register with the relay service. You'll make a test call to make sure the captions are working, and then you're ready to use it.

Types of captioned phones and what they cost

Captioned phones come in several forms. Landline captioned phones plug into a standard phone jack in your home and look like a regular phone or a small desktop device with a screen. Internet-based captioned phones use your broadband connection instead of a phone line — these are often smaller and can be portable. Mobile captioned phones are apps you read on a smartphone or tablet, so you can make captioned calls from anywhere you have internet.

If you get a phone through your state's Deaf and Hard of Hearing program, the cost is usually free. Some states charge a small one-time fee (typically under $50) or a small monthly fee, but most cover the full cost. If you buy a captioned phone on your own without going through a state program, prices range widely — from around $100 for a basic device to $500 or more for advanced models with larger screens or extra features.

The relay service itself is always free to use. You don't pay per call or per minute. The relay service is funded by the telephone relay fund, which comes from telephone company fees, not from user charges.

Finding your state's relay service and device program

Every state has a relay service, and most have a device program attached to it. The fastest way to find yours is to search "[your state] relay service captioned phone" or "[your state] Deaf and Hard of Hearing program." You can also call the national relay service at 711 and ask them to connect you to your state's device program — they can transfer you or give you the phone number.

When you contact your state program, have your phone number and address ready. Ask whether they have captioned phones in stock, how long shipping usually takes, and what documentation they need from you. Some programs have a waiting list if demand is high, so it's worth asking about timing upfront.

If your state's program is full or closed temporarily, ask whether they can recommend a private vendor or a nonprofit that distributes captioned phones. Some organizations like the Hearing Loss Association of America also maintain lists of where to get devices in your area.

Setting up and using your captioned phone

Once your phone arrives, unpack it and read the quick-start guide. Most captioned phones need only a power cord and a phone line (or internet connection). Plug in the power, connect the phone line or WiFi, and turn it on. The screen should light up and show a menu.

You'll need to register with the relay service. This usually means entering your phone number, name, and relay service account information into the phone's settings. The relay service will send you instructions on how to do this — it takes about five minutes. Some phones do this automatically when you first turn them on.

Make a test call to a friend or family member to check that captions are appearing correctly. Ask them to speak at a normal pace and let you know if you can read along. If captions are delayed or missing, restart the phone or contact the relay service — there may be a connection issue they can fix quickly.

After that, use the phone like any other. Pick up the handset or press the call button, dial the number, and the relay service will connect you. Read the captions as they appear on the screen. If you need the operator to repeat something, most phones have a button to request a repeat.

What to know about caption accuracy and speed

Captions are usually very accurate, but not perfect. Operators are trained to transcribe quickly and correctly, but background noise, accents, or very fast speech can cause mistakes. If you miss something or the caption doesn't make sense, you can ask the other person to repeat it — just speak normally, and the operator will type the repeat.

Caption speed varies. Most captions appear within one to two seconds of the other person speaking. This is fast enough for natural conversation, though there's a slight delay compared to hearing in real time. If you're used to hearing, this delay takes a little getting used to, but most people adjust quickly.

Some relay services use human operators for all calls, while others use speech-to-text software that's faster but sometimes less accurate. You may be able to choose which relay service to use, or your state may have a default. If you're unhappy with the accuracy or speed of your current relay service, ask your state program whether you can switch.

Frequently Asked Questions

Can the person I'm calling hear the relay operator?

No. The operator listens and types on their end, but they don't speak to the other person. The other person hears only your voice. They won't know an operator is involved unless you tell them.

Do I need to pay for the relay service each month?

No. The relay service is free. You don't pay per call or per minute. The service is funded by telephone company fees, not by users. You may pay a small monthly fee for the phone itself if you buy it privately, but the relay service itself costs nothing.

What if I want to make a call on my cell phone instead of my home phone?

You can use a captioned phone app on your smartphone or tablet. These apps work the same way as a home captioned phone — you dial, the relay service connects you, and captions appear on your screen. Some apps are free, and some charge a small monthly fee. Ask your state's relay service whether they recommend an app.

Can I use a captioned phone for video calls or text messages?

Captioned phones are designed for voice calls only. For video calls, you would use video relay service (VRS), which is a different service where an interpreter signs on video. For text messages, you would use text messaging on your phone normally — no relay service needed. Ask your state's relay service about VRS if you're interested in video calls.

What happens if my captioned phone breaks?

If you got the phone through your state's Deaf and Hard of Hearing program, contact the program to report the problem. They usually repair or replace devices at no cost. If you bought the phone privately, check the warranty that came with it — most devices have a one-year warranty covering defects.