Hawk Relay (Text Version)

Hawk Relay has submitted a proposal to the Federal Communications Commission to establish a DeafBlind Relay Service. This will allow DeafBlind people to make telephone calls either from their home or office, or at one of 10 DeafBlind Relay Service Centers across the nation, using Communication Facilitators (CFs).

Please click on the links below to learn more about Hawk Relay DeafBlind Relay Service.

Hawk Relay has a petition before the FCC requesting they allow reimbursement of relay services geared towards DeafBlind people. DeafBlind people are left out of access to telecommunications--even with the presence of Telecommunications Relay Services and Video Relay Services. This new service would allow DeafBlind people to join mainstream America in enjoying the ease and convenience of telecommunications.

Sioux Falls, SD (PRWEB) May 18, 2007 -- Hawk Relay today submitted a proposal to the Federal Communications Commission for a new DeafBlind Relay Service which would effectively plug in the final gap in the continuum of relay services that is required by the Americans with Disabilities Act of 1990.

To date, deaf and hard of hearing people have enjoyed access to the telephone network via Telecommunications Relay Services utilizing text telephones and then, more recently, via Internet-based TRS and also via Video Relay Services. These enhancements have served to empower a large percentage of the deaf and hard of hearing community--except those who are deaf and blind. As Sam Hawk, President of Hawk Relay, states, "Many DeafBlind people communicate most effectively through either tactile or up-close sign communication. Obviously, both these options are not available with traditional TRS or VRS. Therefore, we at Hawk Relay felt we needed to develop an innovative solution which enables DeafBlind people to join the telecommunications mainstream."

Jamie Pope, the Executive Director of the American Association of the DeafBlind, adds, "As a national voice for Americans with dual hearing and vision loss, the AADB gives two 'thumbs up' for Hawk Relay's effort to open the doors to full telephone access by DeafBlind individuals. It is time that no DeafBlind be left behind in the wonderful world of telecommunications."

Hawk Relay's DBRS will work by utilizing Communication Facilitators who are physically present with the DeafBlind user and act as the go-between for the DeafBlind person and the hearing person they are conversing with on the telephone. Communication Facilitators will be housed at ten different regional DBRS Centers across the nation, as well as will be dispatched to the DeafBlind user's location--be it office, home, library, or other place.

"We at Hawk Relay hope the FCC moves expeditiously with this proposal," Hawk continues. "We are ready to almost immediately begin providing this service, pending FCC approval. After all, we are talking about upwards of 60 or 70 thousand DeafBlind people who are not able to effectively utilize the telephone network--even more than 15 years after ADA-mandated TRS services began to be established."

Hawk Relay was established in 2006 and provides VRS and internet-based TRS services. Its mission is to provide deaf and hard of hearing people with the necessary tools to achieve full and equal telecommunications access.

Hawk Relay is soliciting proposals from interested deaf and DeafBlind service organizations to provide personnel and facilities for its 10 DBRS Centers. Please click on the link to download a copy.

POSITION PURPOSE:
Has the ultimate responsibility for the DBRS program—ensuring highest quality of service in the most efficient manner. Provides direction to the program, interfacing with consumer groups to continually improve the service and to come up with enhancements. Serves as Has budgetary authority for the entire program and reports to Hawk Relay’s President.

DUTIES AND RESPONSIBILITIES:

1. Direct all aspects of the DBRS program, including but not limited to personnel, budgeting, technology, scheduling, vendor relations, strategic planning.

2. Interface with consumer groups and ambassadors to continually improve the DBRS services.

3. Develops and administers fiscal budget for the service.

4. To facilitate service wide meetings for the purpose of consistent communications.

5. Directly supervises immediate managerial staff to ensure that all company goals and missions are on target.

6. Ensures compliance with DBRS contract.

Bachelor's Degree or equivalent in disability service related field.
Must have 3-5 years of experience in a management capacity and the ability to supervise large groups of people.
Must have proven experience in the provision of services to disability groups, preferably for those who are DeafBlind.
Must have ability to communicate with DeafBlind consumers.
Must have experience in contract management and administration.

POSITION PURPOSE:
Responsible for the overall technical performance of the DBRS, including Center equipment, CF equipment, and reporting equipment. Develops and generates system reports covering usage trends, minutes of usage, etc. Works with the Affiliates operating the Centers to ensure proper use and maintenance of equipment.

DUTIES AND RESPONSIBILITIES:

1. Provides complex technical support for DBRS projects; provides development and support of computer servers and systems, including servers in support of backups and disk imaging, web, application, database and file servers.

2. Conducts hardware and software analysis and contributes to applications and systems administration and monitoring software development and support. Develops, modifies, tests and supports web and application servers, PHP, ASP, CGI and Java programs and web page content. Develops new skills and knowledge in support of departmental needs. Develops and maintains access control and authentication systems.

3.Interface with outside technical agencies that provide support for DBRS technologies.

4. Supports all DBRS locations for technological purposes to maintain current equipment.

5. To develop and generate system reports to portray pertinent DBRS data, such as call volume, ASA, minutes of usage, billing reports.

6. To support the design of the call center platform to ensure smooth call processing and flow of data throughout the system.

7. Ensures compliance with DBRS contract.

Bachelor’s degree or equivalent in the field of computer science and/or information systems or related field.
Demonstrated knowledge of computer systems analysis and debugging methods, and current techniques for troubleshooting applications and systems problems.
Demonstrated knowledge of systems administration and software installation and maintenance of microcomputer desktops and server (insert specific languages here).
Skill at clearly and concisely communicating detailed information over the phone, in writing and in person. Ability to communicate well with both individuals and groups, including experience in the presentation of technical material to both expert and general audiences.

POSITION PURPOSE:
Responsible for the arrangement of information about the DBRS in an attractive medium—whether it is electronic or print. Develops material with the audience (i.e.: DeafBlind consumers) in mind. Familiarity with specific needs of DeafBlind audience required. Works with the Outreach Coordinator for timely development and release of various media.

DUTIES AND RESPONSIBILITIES:

1. Develops materials for outreach with extensive input from the DBRS Ambassador team. Develops materials using relevant media for DeafBlind consumers.

2. Ensures that programs reach out to relevant DBRS consumers while staying within budget for outreach.

3. Interfaces with the appropriate technical professionals to ensure that internet strategy may be employed for this group using tools that DeafBlind clients are familiar with.

4. Ensure successful dissemination of all media to client groups. Ensure that all interfaces are used for various levels of comfort with different media options.

5. Ensures compliance with DBRS contract.

EDUCATION AND WORK EXPERIENCE:

Must have experience in the development of materials for DeafBlind individuals including existing technology targeted to this specific group.
Proven ability to communicate with those who are DeafBlind.
Must have knowledge of the nuances and issues of the DeafBlind community

COMMUNICATION FACILITATORS- Click here to apply
Reports to On Location Coordinator

POSITION PURPOSE:
Communication Facilitators s are the front-line personnel that most consumers of the DBRS will deal with on a daily basis. They provide telephone access services to DeafBlind clients.

Facilitate confidential telecommunications for DeafBlind consumers using video equipment through existing relay service providers.
Set up calls for DeafBlind consumers who walk in to use the service. Assist with billing and connecting calls to the relay service provider.
Provide tactile or close interpreting through American Sign Language.
Relay call between the DeafBlind client and the hearing consumer.
Wrap-up calls and help with the usage of equipment.
May provide relay services at the DeafBlind person’s residence or place of employment as needed.

EDUCATION AND WORK EXPERIENCE:

1. Certification, or ability to obtain certification, in sign language interpreting

Proven ability to communicate with DeafBlind people. Experience preferred.
Pleasant demeanor.
Fluency in American Sign Language.
Provide tactile interpreting.
Provide close interpreting.
Maintain a transparent role during calls.
Maintain confidentiality of all call content at all times.

POSITION PURPOSE:
Hawk Relay intends to commission ten DeafBlind people as ambassadors. They will be responsible for maximizing knowledge about the DBRS among their respective DeafBlind communities. They will disseminate the outreach materials developed by Hawk Relay, along with any additional information pertinent to the local community. They will also serve as the conduits between the centers and the community in matters relating to the FCC.
Ambassadors will also work with the state Telephone Access Program (or its equivalent) to promote issuance of telecommunications equipment and service that is necessary for a DeafBlind person to be able to make a request for DBRS usage from their home or office.

DUTIES AND RESPONSIBILITIES:

1. Analyze client base within assigned region and create outreach plan for the region.

2. Disseminate pertinent information regarding DBRS to potential clients. Answer questions regarding program and contact appropriate DBRS personnel to ensure delivery of services for specific clients.

3. Ensures that programs reach out to relevant DBRS consumers while staying within budget for outreach.

4. To collect customer feedback within assigned region for quality assurance. Serve as an starting source for interfacing with customers.

6. Generate marketing outreach reports for DBRS and evaluate outreach efforts to ensure maximum exposure to services.

7. Ensures compliance with DBRS contract.

Proven ability to communicate with those who are DeafBlind.
A member of the DeafBlind community strongly preferred.
Must have knowledge of the nuances and issues of the DeafBlind community.
Must have ability to independently use transportation for outreach activities.

ADMINISTRATIVE ASSISTANT- Click here to apply
Reports to Program Director

POSITION PURPOSE:
Supports the Program Director in daily operations of the DBRS. Compiles various reports of a narrative and budgetary nature. Coordinates and plans events and Program Director’s travel. Supports other DBRS administrative staff as needed.

DUTIES AND RESPONSIBILITIES:

1. Provides administrative and clerical support for the DBRS program.

2. Ensures correspondence flows between the Program offices and its outside vendors, personnel, and all other relevant people.

3. Plan and coordinate DBRS events and other program activities.

4. Plans travel for Program Director and other managerial staff.

5. Supervises other DBRS clerical staff if needed.

6. Ensures compliance with DBRS contract.

EDUCATION AND WORK EXPERIENCE:

3-5 years of experience in an administrative capacity.
Proven ability to organize large volume of paperwork and contractual documentation.
Must have skills in using MS Word, Excel and other PC- based software.
Ability to communicate with consumer base is preferred (DeafBlind)

DBRS CENTER COORDINATOR- Click here to apply
Reports to Program Director

POSITION PURPOSE:
Responsible for working with the 10 affiliates to ensure uniform delivery of services at each center. Trains affiliate-designated personnel on various service aspects. Serves as primary liaison between the affiliates and Hawk Relay.

DUTIES AND RESPONSIBILITIES:

1. Communicate with all ten affiliate agency point of contacts to plan for delivery of services at each center.

2. Work with the point of contacts for scheduling of communication facilitators to ensure ongoing coverage of services. Creates and maintains spreadsheet for all locations to ensure coverage during peak and non-peak times.

3. Serves as the primary liaison between the affiliates and Hawk Relay.

4. To provide training for affiliate designees on various service related aspects.

5. To provide on-going training updates to the affiliate agencies.

6. Provide and support an on-going quality assurance monitoring system for all the affiliate offices. Collect and compile quality assurance reports.

7. Ensures compliance with DBRS contract.

Bachelor degree or equivalent in the field of service management or similar field.
3 years of experience of management of service to disabled consumers.
Experience in coordinating workflow across several office locations.
Must have demonstrated ability to communicate with remote locations.

ON LOCATION COORDINATOR- Click here to apply
Reports to DBRS Center Coordinator

POSITION PURPOSE:
Handles requests for on-location (i.e.: at consumer’s home or office) provision of DBRS. Contacts Communication Facilitators in the vicinity of the requestor and dispatches the first responder to the consumer’s location. May perform Communication Facilitator duties if needed.

Process request for services from client for on location provision of DBRS.
Interface with Communication Facilitators to ensure delivery of services.
Dispatches Communication Facilitators and ensures appropriate coverage needed for client.
If needed, facilitate confidential telecommunications for DeafBlind consumers using video equipment through existing relay service providers.

Ability to coordinate services for clients.
Excellent organizational skills.
Excellent communication skills.
Pleasant demeanor.
Must have the skills and background to be a Communication Facilitator.

POSITION PURPOSE:
Responsible for education and outreach efforts as they relate to DBRS. Responsible for coordinating the Ambassador program. Recruits, hires, and trains ambassadors. Assigns regions to each ambassador—ensuring that every corner of the U.S. is served by an ambassador. Develops and disseminates a uniform message about DBRS. Works with the multimedia specialist for timely development of education and outreach material.

DUTIES AND RESPONSIBILITIES:

1. Coordinate all outreach efforts for the DBRS contract.

2. Recruit, train and supervise the DBRS ambassador employees. Responsible for coordinating efforts for the DBRS ambassador program. Responsible for on going performance management of the ambassador team and ensure ongoing communication with all team members.

3. Ensures that programs reach out to relevant DBRS consumers while staying within budget for outreach.

4. Work with Program Director to create a marketing strategy for DBRS. Develop and create marketing plan materials for DBRS.

5. To collect customer feedback for quality assurance. Serve as an escalation source for interfacing with customers.

6. Generate marketing outreach reports for DBRS and evaluate outreach efforts to ensure maximum exposure to services.

7. Ensures compliance with DBRS contract.

3-5 years of experience in marketing and outreach efforts, preferably for a disability related organization
Proven ability to communicate with those who are DeafBlind.
Bachelor degree or equivalent (relevant experience may be substituted for educational requirement.
Must have excellent written communications for the purpose of compiling reports, letters, marketing materials.