the same information during subsequent calls. The CA may retain the information only for as long as it takes to complete the subsequent calls. Confidentiality Policies and Procedures As stated previously, the Wisconsin TRS contracts with Sprint Accessibility to oversee all TRS CAs, including CapTel CAs for the State of Wisconsin. In accordance with the FCC regulations, all information provided for the call set-up, including customer database records remain confidential and cannot be used for any other purpose. Once the inbound party disconnects, CAs lose the ability to view or access any information pertaining to that call. No written or taped information regarding the call is kept once the call is released from the Relay position. Billing information is transferred to billing files after the call has been terminated and is no longer available except for billing purposes. The only exception to this policy relates to STS calls. Wisconsin Telecommunications Relay Service STS Relay Agents may retain information from one inbound call for use in a subsequent outbound call, with the caller’s permission. Such information will only be retained for the duration of the inbound call. Wisconsin Telecommunications Relay’s confidentiality expectations are strictly enforced and employees are expected to comply with this policy during and after their period of employment. Sprint Accessibility strictly enforces confidentiality policies in the Center, which include the following: Prospective CAs undergo a thorough background investigation and screening. During initial training, CAs are presented with examples of potential breaches of confidentiality. Stress can be a factor in maintaining confidentiality. CAs receive training on healthy detachment. Breach of confidentiality will result in disciplinary action up to and including termination of employment. CAs perform their work in cubicles that are bordered by high sound-absorption acoustic tiles and wear special noise reducing headsets. All Sprint Accessibility Centers have security key access. Visitors are not allowed in Relay work areas. Supervisors are present in the work area to observe behavior. All Relay Center personnel are required to sign and abide by the Sprint Accessibility Center’s Agreement Regarding Confidential Customer Information. All employees attend annual confidentiality meetings wherein the confidentiality agreement is reviewed and re-signed. Sprint Accessibility Center’s Agreement Regarding Confidential Customer Information requires CAs to: Keep all call information confidential. Not edit or omit any content from the conversation. Not add or interject anything into the content or spirit of the conversation. Assure maximum user control. Continuously improve their skills. Wisconsin Telecommunications Relay CapTel CAs must comply with the same rules that TRS follows regarding confidentiality. The CapTel confidentiality form is similar to TRS. Following is an
the same information during subsequent calls. The CA may retain the information only for as long as it takes to complete the subsequent calls. Confidentiality Policies and Procedures As stated previously, the Wisconsin TRS contracts with Sprint Accessibility to oversee all TRS CAs, including CapTel CAs for the State of Wisconsin. In accordance with the FCC regulations, all information provided for the call set-up, including customer database records remain confidential and cannot be used for any other purpose. Once the inbound party disconnects, CAs lose the ability to view or access any information pertaining to that call. No written or taped information regarding the call is kept once the call is released from the Relay position. Billing information is transferred to billing files after the call has been terminated and is no longer available except for billing purposes. The only exception to this policy relates to STS calls. Wisconsin Telecommunications Relay Service STS Relay Agents may retain information from one inbound call for use in a subsequent outbound call, with the caller’s permission. Such information will only be retained for the duration of the inbound call. Wisconsin Telecommunications Relay’s confidentiality expectations are strictly enforced and employees are expected to comply with this policy during and after their period of employment. Sprint Accessibility strictly enforces confidentiality policies in the Center, which include the following: Prospective CAs undergo a thorough background investigation and screening. During initial training, CAs are presented with examples of potential breaches of confidentiality. Stress can be a factor in maintaining confidentiality. CAs receive training on healthy detachment. Breach of confidentiality will result in disciplinary action up to and including termination of employment. CAs perform their work in cubicles that are bordered by high sound-absorption acoustic tiles and wear special noise reducing headsets. All Sprint Accessibility Centers have security key access. Visitors are not allowed in Relay work areas. Supervisors are present in the work area to observe behavior. All Relay Center personnel are required to sign and abide by the Sprint Accessibility Center’s Agreement Regarding Confidential Customer Information. All employees attend annual confidentiality meetings wherein the confidentiality agreement is reviewed and re-signed. Sprint Accessibility Center’s Agreement Regarding Confidential Customer Information requires CAs to: Keep all call information confidential. Not edit or omit any content from the conversation. Not add or interject anything into the content or spirit of the conversation. Assure maximum user control. Continuously improve their skills. Wisconsin Telecommunications Relay CapTel CAs must comply with the same rules that TRS follows regarding confidentiality. The CapTel confidentiality form is similar to TRS. Following is an
10.10%20Wisconsin_Relay_FCC_Re-Cert_Year_2018.docx