What CaptionCall Centers Do

CaptionCall Centers are physical locations where you can use a CaptionCall phone — a device that displays real-time captions of what the other person is saying during a call. You don't have to own the phone yourself. Instead, you visit a center, use their equipment, and make calls with captions displayed on a screen in front of you. The service is free for people with hearing loss who meet basic requirements.

The centers exist because not everyone has a CaptionCall phone at home, and not everyone wants to buy one. Some people use them occasionally when they need to make an important call — to a doctor, a government office, a business — and want the confidence that comes from seeing every word. Others visit regularly because they don't have reliable phone service at home or prefer the setup at a center.

CaptionCall Centers are run by local organizations, hearing aid providers, senior centers, libraries, and disability service agencies. The phone itself is made by Sorenson Communications, but the centers that house them are independent. That means the hours, location, and how you reserve time can vary from place to place.

Key Takeaways

  • CaptionCall Centers let you use a captioning phone for free without owning one, making calls where every word appears on screen as the other person speaks.
  • Centers are run by local organizations — hearing aid offices, senior centers, libraries, and disability agencies — so you find them through your city or county, not through a national phone line.
  • You typically need to be 18 or older and have hearing loss, but the exact requirements depend on which center you visit.
  • Most centers ask you to call or visit ahead to reserve time, especially if you need more than 15 or 20 minutes.
  • The captions are generated by a live operator who listens to the other person and types what they hear, so there is a small delay between when they speak and when you see the words.

How to Find a CaptionCall Center Near You

Start by calling your local Area Agency on Aging or your city's disability services office. Both keep lists of centers in your area and can tell you which ones are closest to you and what their hours are. If you don't know the number, call 211 — it's a free referral service that connects you to local resources, including hearing-related services.

You can also contact Sorenson Communications directly at 1-866-738-9975 and ask them for centers in your zip code. They maintain a directory, though the information is sometimes incomplete because new centers open and some close. A phone call to Sorenson will usually get you a faster answer than searching online.

Senior centers, public libraries, and hearing aid offices in your area may also have a CaptionCall phone available. Call ahead and ask — many don't advertise it, but they have the equipment and let people use it during business hours.

What Happens When You Visit a Center

When you arrive, staff will ask you basic questions: your name, whether you have hearing loss, and what number you want to call. Some centers ask you to show an ID or proof of hearing loss, though many don't. The requirements vary by center.

You sit at the phone, which looks like a large tablet or small monitor mounted on a desk or stand. You dial the number or tell staff the number you want to reach. The call connects, and as the other person speaks, captions appear on the screen in real time. You speak normally into the phone's microphone — the other person hears you as they would on any call.

The captions are typed by a live operator who is listening to the conversation. There is usually a delay of two to three seconds between when the other person finishes speaking and when you see the words on screen. This is normal and something you adjust to quickly.

Most centers limit each call to 15 or 20 minutes during busy times, though you can usually make multiple calls if you need to. If you need a longer call, ask the staff when you arrive — they may be able to give you more time if the center is not busy.

Who Can Use CaptionCall Centers

You must be 18 or older and have hearing loss. "Hearing loss" is broad — it includes people who are deaf, hard of hearing, or have any degree of difficulty hearing on the phone. You don't need a hearing aid, a diagnosis, or paperwork. Most centers take your word for it.

Some centers serve only seniors (usually 55 or older), while others serve anyone with hearing loss. A few centers have restrictions based on income or residency, though most don't. Call the center directly and ask — they will tell you whether you can use their phone.

There is no cost to use the phone at a center. The service is funded through a combination of federal grants, state programs, and the organizations that run the centers. You don't pay per call or per minute.

When CaptionCall Centers Make Sense

Use a center when you need to make an important call and want captions but don't have a CaptionCall phone at home. Common situations include calling a doctor's office to discuss test results, calling a government agency about benefits, or calling a business to resolve a billing problem. The captions let you catch details you might miss on a regular phone.

Centers are also useful if you're trying out captioned calling for the first time and want to see how it works before deciding whether to get a phone for home. Staff at centers are used to first-time users and can walk you through the process.

If you make calls frequently or at odd hours, owning a CaptionCall phone at home is usually more practical. But if you make captioned calls once a month or less, a center is a good option.

Alternatives to CaptionCall Centers

If you own a CaptionCall phone, you can use it at home, at work, or anywhere you have an internet connection. Sorenson rents the phones for about $0 to $50 per month depending on your state and income — some states cover the cost entirely through Medicaid or state hearing loss programs.

Other captioning services exist, including CapTel (made by Ultratec) and ZVRS (a video relay service). Both work differently from CaptionCall — CapTel displays captions on a separate device, and ZVRS connects you to a sign language interpreter on video. Some people prefer one over the other depending on how they communicate.

If you have a smartphone, apps like Otter.ai and Google Live Transcribe can caption phone calls, though they work best in quiet environments and may not catch every word. They're free or low-cost and worth trying if you want to see how captioning feels before visiting a center.

What to Bring and How to Prepare

Bring a photo ID if the center requires it — call ahead to ask. Have the phone number you want to call ready, or write it down so you don't forget it. If you're calling a business or government office, it helps to have any account numbers or reference numbers nearby so you can provide them if asked.

Arrive a few minutes early, especially if it's your first visit. Staff will explain how the phone works and answer questions. If you're nervous about using it, say so — centers expect first-time users and take time to make sure you're comfortable.

If you use a hearing aid, you can wear it during the call. The captions on screen are the main way you'll follow the conversation, so the hearing aid is optional — use it if it helps you, and skip it if you prefer to rely on the captions alone.

Frequently Asked Questions

Can I use a CaptionCall Center if I don't have a hearing loss diagnosis?

Most centers don't require a formal diagnosis. They accept your statement that you have hearing loss or difficulty hearing on the phone. If a center does ask for proof, they usually accept a letter from a doctor or audiologist, or even a hearing aid prescription. Call the center and ask what they need.

What if the captions are wrong or miss what the person said?

Captions are typed by a live operator, so occasional mistakes happen — especially with names, technical terms, or accents. If you miss something, ask the other person to repeat it. You can also ask them to spell out a word or number. Most people understand that captions aren't perfect and are willing to help.

Can I make a call longer than 20 minutes at a center?

It depends on how busy the center is. Call ahead and ask if you need more time. Many centers will give you 30 or 45 minutes if they're not busy or if you explain why you need the longer call. Some centers have no time limit at all.

Do I need to make an appointment, or can I just walk in?

Most centers ask you to call ahead and reserve time, especially if you need more than a quick call. Some allow walk-ins during slow hours. Call the center directly and ask about their policy — they'll tell you whether you can drop in or need to schedule.

Is the conversation private, or does the operator hear everything?

The operator hears everything you and the other person say — that's how they create the captions. The operator is bound by confidentiality rules and is not allowed to share what they hear. If you're discussing sensitive information, you can ask the operator to sign a confidentiality agreement before the call, though most centers don't require this.