PA Telecom Workers Help Disabled Callers Make Connections

May 14, 2009

For decades, AT&T has urged its customers to “reach out and touch someone.” But making such connections can be challenging for people who are deaf, have partial hearing loss or speech disorders.

Nearly 150 Philadelphia Local 1944 members assist people with hearing or speech challenges make calls to family, friends and businesses at the AT&T National Relay Center in New Castle, Pa. It is the largest of four call centers nationally, with others in Michigan, Georgia and Virginia.

“We’re very dedicated to our customer base and are proud of the high-quality service that we provide,” said Shane Thompson, Local 1944 member and shop steward at the relay center.

The members use a combination of instant messaging, teletype technology and live transcriptions to relay verbatim written and spoken messages between parties. It’s challenging work that demands precision, stamina and a respect for privacy – but it can also yield some touching rewards.

“When you can work on a day like Mother’s Day and help someone speak with their mom for an hour, that definitely gives you a good feeling about your job,” Thompson said.

As the IBEW prepares to go into negotiations with AT&T management May 18, labor leaders stress that jobs like these only yield successful results with well-trained, dedicated union employees. “IBEW members are the best to do this kind of work,” said John Amodeo, an International Representative who services Local 1944. “Union members have a work ethic that is second to none. We also have a lot of empathy for one another, which translates well in job settings like these.”

Thompson agrees. “This isn’t a job that could be done without a union, because companies would try to get it done at the lowest dollar amount possible,” he said. “That would cause a huge drop in quality. Part of the reason our center gets good results is that we’ve got people who have been here for 20 years who know their craft. They stay because of what the union does for them, and that improves service to the customer.

In the age of Blackberries, texting and instant messaging, people with hearing or speech disorders are finding it easier to communicate without third-party intervention. But Thompson doesn’t see these new technologies as eclipsing the importance of the New Castle center’s work.

“There’s a certain human aspect to what we provide,” Thompson said. “We can do things that a computer can’t – there’s always someone to interact with when using our services. And we’re constantly told by the deaf community that AT&T provides the best service. That makes us feel pretty good.”

In the wake of hits that the telecom industry has taken recently – AT&T announced last December that it will shed 12,000 jobs by the end of this year – IBEW leaders understand the urgency of the upcoming negotiations.

“The hardworking men and women of Local 1944 exemplify excellence in the field and a strong spirit of unity,” said IBEW International President Edwin D. Hill. “We have to ensure that they get a fair contract so they can continue to provide such a vital service to people in need.”