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Hamilton Relay/CapTel COVID-19 Operational Update, October 22, 2020

We continue to see high demand for our essential services and remain uninterrupted and available 24/7, allowing our customers to stay connected over the telephone. We've maintained compliance with FCC requirements and work to support our employees across the organization to ensure we're doing all we can for our customers. Agents continue to work safely and securely from their homes.

Hamilton Relay State Outreach Coordinators and National Field team members are working from home as well and have made great efforts in delivering virtual outreach. We have implemented new tools in order to conduct webinars and participate in virtual events. Through this challenging time, we are still committed and available to connect with others throughout the communities we serve to educate and provide support.

As the majority of our staff continues to work from home, we've provided PPE packages that include masks, sanitizer and other disinfecting supplies to all employees. We are always monitoring CDC guidelines and keep our employees up-to-date through frequent, ongoing communications.

If you would like to schedule a virtual outreach event or other outreach opportunity or have any questions regarding our services, please contact our Customer Care team at: 800-618-4781 or

Notice Regarding COVID-19, April 24, 2020

Over the course of the last several months, we have seen unprecedented demand for our services. We have been focused on ensuring the essential services we provide remain uninterrupted, allowing our customers to stay connected with family, friends, healthcare professionals and businesses. Through the incredible dedication of our call center agents and other employees across our organization, we have been able to process Relay and Captioned Telephone calls throughout the COVID-19 pandemic 24/7 and will continue to do so. We are grateful to be able to serve our many customers across the United States during these trying times.

The top priority in accomplishing our goal of uninterrupted service throughout the pandemic has and will continue to be the safety and health of our employees, and our commitment to them has never wavered. To date, in addition to following CDC guidance, we have taken several steps to mitigate COVID-19-related risk to our team, including:

  • Re-engineered our call centers to provide safe physical distances between agent workstations
  • Modified policies and procedures to support physical distancing and employee needs
  • Increased communications on mask usage and hygiene in our call centers
  • Restricted meetings to limit the opportunity for people to congregate as much as possible
  • Increased virtual communications and meetings to support social distancing
  • Restricted and reduced the number of people in our buildings in order to reduce any risk of transmission
  • Built out our IT infrastructure to allow agents to work safely and securely from their homes
  • Increased disinfecting building sweeps
  • Provided hand sanitizer and disinfecting supplies for all employees
  • Installed foot-openers for bathroom doors and made other changes to limit the need to touch timeclocks and other high-traffic surfaces

…And more. We are deeply proud of the commitment our call center agents bring to their work on a daily basis, and it’s our honor to do everything we can to keep them healthy and safe while performing their duties.

Notice Regarding COVID-19, March 18, 2020

With the current global effect of coronavirus (COVID-19), Hamilton recognizes the importance of staying connected with family, friends, colleagues and businesses - now, more than ever. Given the widespread recommendation of social distancing, the ability to communicate over the telephone is critical. We continue to provide relay and captioned telephone services to our customers with our call processing continuing to be fully operable and available 24/7.

If you should experience a delay, please stay on the line. Your call will be routed to a Communication Assistant (CA) as soon as one becomes available. As the current situation continues to evolve, we will keep you updated and informed of any changes - please know that our Customer Care reps are also available to answer questions you may have.

We appreciate your patience and understanding, and we are incredibly grateful for your support. We extend positive thoughts for health and safety to you and yours.

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Monday – Friday:
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Saturday, Sunday:
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