[Federal Register Volume 85, Number 90 (Friday, May 8, 2020)]
[Rules and Regulations]
[Pages 27309-27313]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-08097]


=======================================================================
-----------------------------------------------------------------------

FEDERAL COMMUNICATIONS COMMISSION

47 CFR Part 64

[CG Docket Nos. 03-123, 10-51; FCC 20-7; FRS 16658]


Video Relay Service Call Handling

AGENCY: Federal Communications Commission.

ACTION: Final rule.

-----------------------------------------------------------------------

SUMMARY: In this document, the Federal Communications Commission 
(Commission) authorizes Telecommunications Relay Services (TRS) Fund 
compensation of video relay service (VRS) providers for calls handled 
by communications assistants (CAs) from home workstations, subject to 
safeguards for service quality, call confidentiality, and prevention of 
waste, fraud, and abuse.

DATES: Effective Date: These rules are effective June 8, 2020, except 
for amendments to Sec. Sec.  64.604 and 64.606, which are delayed. The 
Commission will publish a document in the Federal Register announcing 
the effective date.

FOR FURTHER INFORMATION CONTACT: Michael Scott, Consumer and 
Governmental Affairs Bureau, at (202) 418-1264, or email 
[email protected].

SUPPLEMENTARY INFORMATION: This is a summary of the Commission's Report 
and Order, document FCC 20-7, adopted on January 30, 2020, released on 
January 31, 2020, in CG Docket Nos. 10-51 and 03-123. The Commission 
previously sought comment on the issue in a Further Notice of Proposed 
Rulemaking (2019 VRS Program Management FNPRM), published at 84 FR 
26379, June 6, 2019. The full text of document FCC 20-7 will be 
available for public inspection and copying via the Commission's 
Electronic Comment Filing System (ECFS). To request materials in 
accessible formats for people with disabilities (Braille, large print, 
electronic files, audio format), send an email to [email protected], or 
call the Consumer and Governmental Affairs Bureau at (202) 418-0530 
(voice) or (202) 418-0432 (TTY).

Congressional Review Act

    The Commission sent a copy of document FCC 20-7 to Congress and the 
Government Accountability Office pursuant to the Congressional Review 
Act, 5 U.S.C. 801(a)(1)(A).

Final Paperwork Reduction Act of 1995 Analysis

    Document FCC 20-7 contains modified information collection 
requirements, which are not effective until approval is obtained from 
the Office of Management and Budget (OMB). As part of its continuing 
effort to reduce paperwork burdens, the Commission invites the general 
public to comment on the information collection requirements as 
required by the Paperwork Reduction Act of 1995, Public Law 104-13. The 
Commission will publish a separate document in the Federal Register 
announcing approval of the information collection requirements. 
Pursuant to the Small Business Paperwork Relief Act of 2002, Public Law 
107-198, 44 U.S.C. 3506(c)(4), the Commission previously sought comment 
on how the Commission might ``further reduce the information burden for 
small business concerns with fewer than 25 employees.'' 2019 VRS 
Program Management FNPRM.

Synopsis

    1. The Commission authorizes TRS Fund compensation of VRS providers 
for calls handled by CAs from home workstations, converting the 
existing pilot at-home call-handling program to a permanent one. VRS 
enables people with hearing or speech disabilities who use American 
Sign Language (ASL) to employ video equipment to communicate with voice 
telephone users. A video link allows a CA and the VRS user on the video 
side of the call to view and sign with each other, and the CA is also 
connected to a user on the voice side of the call via telephone. The CA 
interprets and relays the conversation back and forth between the two 
parties.
    2. Allowing VRS CAs to work at home under appropriate regulation 
can improve the efficiency and effectiveness of VRS. Adding this 
flexibility enables VRS providers to attract and retain qualified CAs 
for whom working at the companies' call centers is not a practical 
option, and working at home can reduce CA stress and improve 
productivity and performance. Further, at-home call handling can 
improve network reliability and redundancy, and there is potential for 
cost savings. By largely retaining the safeguards established in

[[Page 27310]]

the 2017 VRS Improvements Order, published at 82 FR 17754, April 13, 
2017, the Commission can permit at-home VRS call handling without 
increasing the risk of waste, fraud, and abuse or endangering the 
confidentiality, reliability, and quality of VRS. In adopting these 
safeguards as minimum TRS standards, the Commission also simplifies the 
organization and wording of the rules to provide a clearer and more 
concise statement of provider obligations.
    3. Maximum percentage of at-home minutes. The Commission raises the 
percentage cap on a provider's at-home call-handling to 50% of the 
provider's monthly VRS minutes, continuing the pilot-program approach 
whereby at-home workstations for VRS CAs complement rather than replace 
the functions performed at call centers.
    4. Personnel safeguards. The Commission adopts a few substantive 
changes to these safeguards. First, rather than requiring CAs working 
from home to have three years of VRS call center experience, the 
Commission requires three years of full-time or equivalent part-time 
experience in professional ASL interpreting, whether in a community, 
business, VRS, or other context.
    5. Second, the Commission retains the pilot program requirement for 
at-home CAs to receive training on compliance with at-home safeguards 
and the provider's specific protocols for handling calls at home. 
However, because the Commission's rules already require a detailed plan 
describing how the VRS provider will ensure compliance, the Commission 
deletes as redundant the specific requirement that VRS providers 
establish at-home protocols.
    6. Third, while continuing to require that a CA be removed from at-
home call handling if the CA violates the at-home safeguards or other 
Commission rules, the Commission deletes the specific requirements that 
VRS providers establish and provide to CAs in writing the specific 
grounds and process for terminating a CA's permission to work at home 
and to have at-home CAs sign written certifications as to their 
understanding of and commitment to comply with the Commission's rules. 
VRS providers are required to effectively train and supervise at-home 
CAs and are responsible for their CAs' compliance with the minimum TRS 
standards.
    7. Technical and environmental safeguards. The Commission adopts 
the pilot program's technical and environmental safeguards without 
substantial changes. VRS providers must ensure that home workstations 
enable the provision of confidential and uninterrupted service to the 
same extent as the provider's call centers, and that calls handled by 
at-home CAs are seamlessly integrated into the provider's call-routing, 
distribution, tracking, and support systems. The VRS provider must 
ensure that each home workstation resides in a separate, secure 
location within the home, with restricted access; allows the CA to use 
all call-handling technology to the same extent as call-center CAs; is 
capable of supporting VRS in compliance with the Commission's mandatory 
minimum standards to the same degree as at call centers; is equipped 
with effective means to prevent eavesdropping and outside 
interruptions; and connects to the provider's network over a secure 
connection to ensure caller privacy. These performance-based standards 
allow providers flexibility in deciding how to achieve technical and 
environmental parity with call-center workstations, enabling the 
specific implementations to adapt and improve as technology changes.
    8. The Commission provides the following clarifications to help VRS 
providers understand their compliance options. It is the VRS provider's 
responsibility to ensure that its CAs comply with the security-related 
safeguards for home workstations, which are intended to protect the 
confidentiality of user information and call content in accordance with 
longstanding TRS rules. Measures to ensure that home workstations have 
security equivalent to that of a call center may include, for example, 
password protection for equipment, a lock on the door to the CA's 
workspace, a virtual private network connection to the VRS provider's 
network, VRS call encryption, soundproofing material, and sound-
dampening installations, such as a white noise machine. Although the 
VRS provider is responsible for ensuring secure communications between 
the home workstation and the provider's network, the rules do not 
require subscription to a separate broadband internet access line 
dedicated solely to that purpose.
    9. Similarly, a VRS provider must ensure the overall redundancy of 
its communications system, which must be functionally equivalent to the 
redundancy achieved by telephone networks, and the inclusion of at-home 
interpreting may be part of a provider's plan. The Commission's rules 
do not require VRS providers to duplicate each element of redundancy, 
such as back-up power and business-grade internet access service, at 
each home workstation.
    10. The Commission also clarifies that ``home workstation'' 
includes any work site that is used by a single CA or by multiple CAs 
working different shifts. If a home (other than a shared residence) or 
other work site is used simultaneously by more than one CA, that 
location will be deemed a VRS call center subject to the applicable 
Commission rules. This clarification ensures that the Commission is 
aware of the location and responsible supervisor for each such work 
site housing multiple CAs. However, if two or more CAs share a 
residence, it will not be deemed a ``call center'' even if they work 
there simultaneously.
    11. Emergency call handling. The Commission retains the requirement 
that home workstations support the handling of emergency calls. The 
Commission does not allow the transfer of an emergency 911 call from an 
at-home CA to a call center CA, which would introduce delay. However, 
the Commission clarifies that, if the CAs available to immediately 
answer a 911 call include both call-center and at-home CAs, a VRS 
provider's call-routing algorithm may give preference to having the 
call answered at a call center, provided that such routing is 
consistent with the priority treatment required by the Commission's 
rules and does not delay answering the 911 call. The Commission will 
continue to assess the performance of at-home CAs in emergencies and 
will revisit this issue if the evidence warrants.
    12. Authorization to participate. The Commission does not require 
currently certified VRS providers--each of whom was previously approved 
to participate in the pilot program--to seek further authorization for 
at-home call handling. A new applicant for VRS certification desiring 
to use at-home call handling must request such authorization as part of 
its application. As under the pilot program, such authorization 
requests must include a detailed description of how the applicant will 
comply with the at-home call-handling safeguards and the monitoring and 
oversight requirements. All VRS providers authorized for at-home call 
handling, including currently authorized providers, must inform the 
Commission in their annual VRS compliance reports of any substantive 
changes to their previously filed compliance plans. Because the at-home 
call-handling safeguards and requirements are part of the Commission's 
mandatory minimum standards, noncompliance with such standards, or 
failure to adhere to a filed at-home compliance plan, may be

[[Page 27311]]

considered in determining whether to grant or deny renewal of, or 
whether to suspend or revoke, a certification to provide VRS. Because 
it is redundant with existing rules relating generally to TRS 
providers, the Commission deletes the separate provision stating that 
VRS providers may also be subject to withholding, forfeitures, and 
penalties for noncompliant minutes handled by home workstations.
    13. Monitoring, oversight, auditing, and inspection requirements. 
The Commission adopts without substantive change the pilot program's 
monitoring, oversight, auditing, and inspection requirements. These 
rules require VRS providers to inspect and approve each home 
workstation before it is used; equip each home workstation with 
monitoring technology sufficient to ensure that CA performance is 
supervised to the same extent as CAs in a call center; regularly 
analyze any data collected to address possible waste, fraud, and abuse; 
conduct random, unannounced inspections of at least 5% of home 
workstations per year; keep all records pertaining to home workstations 
for a minimum of five years; and allow review, audit, and inspection of 
home workstations and workstation records by the Commission and the TRS 
Fund administrator. The Commission clarifies that the rule requiring a 
VRS provider to conduct initial and periodic inspections of each home 
workstation does not specify how the inspections are conducted, 
provided that such inspections are consistent with the provider's at-
home compliance plan and are effective in determining whether the CA's 
home workstation and workspace are in compliance with the at-home 
safeguards.
    14. The Commission retains the pilot program's five-year retention 
period for at-home call-handling data, which will provide greater 
assurance that relevant information is available and can be reviewed, 
if necessary, in deciding whether renewal of a VRS provider's 
certification is warranted. This is consistent with the retention 
periods for other VRS provider records, such as the data supporting 
cost reports and claims for payment from the TRS Fund.
    15. Call detail reports and call center information. The Commission 
adopts without substantive change the pilot program rules requiring 
monthly requests for compensation to include, for each at-home CA, a 
home workstation identification number (ID), street address, and CA ID; 
and the call center ID, location, and supervisor name for the call 
center supervising that CA. Collecting such data ensures that the TRS 
Fund administrator and the Commission are able to review, audit, and, 
if necessary, investigate the handling of calls at home workstations to 
the same extent as at call centers.
    16. Annual reports. In lieu of the semi-annual report required 
under the pilot program, the Commission requires VRS providers to 
include at-home call-handling data in their annual VRS compliance 
reports. These reports must include the same information that has 
proved useful in evaluating call-handling performance under the pilot 
program: The total number of CAs who have worked at home during the 
reporting period; the total number of 911 calls handled during the 
reporting period; and the total number of complaints, if any, submitted 
to the provider regarding its at-home call-handling program or calls 
handled by at-home CAs.
    17. The Commission deletes the specific pilot-program requirements 
for the submission of detailed information about the at-home CA 
screening process, at-home CA training materials and call-handling 
protocols, CA surveys and self-evaluations, CAs terminated from the 
program, inspections of home workstations, oversight of CAs working at 
home, tracking software reports, and costs of at-home call handling. In 
lieu of these voluminous reports, the Commission requires VRS providers 
to describe in their annual reports any substantive changes in the 
information previously submitted in the provider's at-home compliance 
plan.

Final Regulatory Flexibility Analysis

    18. As required by the Regulatory Flexibility Act of 1980 as 
amended (RFA) the Commission incorporated an Initial Regulatory 
Flexibility Analysis (IRFA) into the Further Notice of Proposed 
Rulemaking. The Commission sought written public comment on the 
proposals in the 2019 VRS Program Management FNPRM, including comment 
on the IRFA.

Need For, and Objectives of, the Rules

    19. Document FCC 20-7 makes permanent, with some modifications, a 
pilot program that permits CAs to handle VRS calls at home, subject to 
safeguards designed to maintain service quality, protect call 
confidentiality, and prevent waste, fraud, and abuse. Adopting 
permanent rules for at-home call handling will expand the available 
pool of qualified sign-language interpreters who can work as VRS CAs 
and enable VRS providers to improve service quality and reliability.

Summary of Significant Issues Raised by Public Comments in Response to 
the IRFA

    20. No comments were filed in response to the IRFA.

Response to Comments by the Chief Counsel for Advocacy of the Small 
Business Administration

    21. The Chief Counsel did not file any comments in response to the 
proposed rules in this proceeding.

Small Entities Impacted

    22. The rules adopted in document FCC 20-7 will affect obligations 
of VRS providers. These services can be included within the broad 
economic category of All Other Telecommunications.

Description of Projected Reporting, Recordkeeping, and Other Compliance 
Requirements

    23. In allowing VRS CAs to handle VRS calls at-home on a permanent 
basis, the Commission retains some of the reporting, recordkeeping, and 
other compliance requirements previously applicable to VRS providers 
under the pilot program, while eliminating others.
    24. A VRS provider or applicant for VRS certification may request 
authorization to provide at-home VRS call handling in conjunction with 
an application for certification to provide VRS or for renewal of such 
certification, or at any other time. As under the existing pilot 
program rules, the application must include a detailed description of 
how the applicant will comply with the at-home call handling safeguards 
and monitoring and oversight requirements.
    25. To work at home, a CA must: Be a qualified interpreter with at 
least three years of professional interpreting experience, have the 
experience, skills, and knowledge necessary to effectively interpret 
VRS calls without in-person supervision, have learned the provider's 
protocols for at-home call handling, and understand and follow the TRS 
mandatory minimum standards. A VRS provider must provide on-the-job 
support equivalent to that provided to CAs working from call centers, 
including team interpreting and readily available supervisors to 
resolve problems that may arise during a relay call.
    26. Requirements for at-home CA workstations remain substantially 
the same as under the pilot program. They must be placed in a separate 
location within the home, with restricted access and effective means to 
minimize the impact of outside noise and prevent eavesdropping; 
configured to enable the

[[Page 27312]]

CA to use all call-handling technology to the same extent as other CAs; 
capable of supporting VRS in compliance with the Commission's mandatory 
minimum standards; and connected to the provider's network over a 
secure connection to ensure caller privacy.
    27. As under the pilot program, VRS providers must appropriately 
monitor and oversee the provision of at-home call handling. They must 
approve each at-home CA workstation and its home environment before 
activation; equip workstations with monitoring technology sufficient to 
ensure that off-site supervision approximates the level of supervision 
at the provider's call center; conduct random, unannounced inspections 
of at least 5% of all at-home workstations annually; and keep all 
records pertaining to at-home workstations for a minimum of five years.
    28. As under the pilot program, for calls handled through at-home 
workstations, VRS providers must submit to the TRS Fund administrator 
in their monthly requests for compensation, in addition to the data 
otherwise required to receive payment for handling calls: A unique 
workstation ID, street address, and CA ID for each CA working at home; 
and the location and call center IDs of call centers providing 
supervision for at-home workstations, and the names of persons at such 
call centers responsible for oversight of these workstations.
    29. VRS providers that provide at-home call handling must submit 
some but not all of the information previously required in 
implementation reports. The amended rule requires the submission of the 
total number of CAs handling VRS calls from home workstations over the 
preceding year; the number of 911 calls handled by the provider's home 
workstations; the total number of complaints, if any, submitted to the 
provider regarding its at-home call handling program or calls handled 
by at-home CAs; and a description of any substantive changes in the VRS 
provider's currently effective at-home call-handling compliance plan. 
Instead of being submitted every six months, as under the pilot 
program, these reports must only be filed annually, as part of the 
annual filings already required to demonstrate VRS providers' overall 
compliance with the Commission's VRS rules.

Steps Taken To Minimize Significant Impact on Small Entities, and 
Significant Alternatives Considered

    30. The rule amendments adopted by the Commission do not increase 
VRS providers' compliance burden compared with the existing rules 
applicable under the pilot at-home call-handling program. Providing at-
home call handling remains optional for any small entities certified to 
provide VRS. Maintaining most of the existing safeguards as conditions 
for permitting VRS providers to let CAs work at home will help prevent 
waste, fraud, and abuse; assure that mandatory minimum standards are 
met; and ensure the confidentiality, reliability, and quality of VRS. 
The requirements apply equally to all VRS providers. To the extent 
there are differences in operating costs resulting from economies of 
scale, those costs are reflected in the different rate structures 
applicable to large and small VRS providers.
    31. To eliminate counterproductive effects and unnecessary 
compliance burdens, the Commission relaxes or eliminates some of the 
regulations applicable to VRS providers that choose to allow CAs to 
work at home. Instead of requiring at-home CAs to have a minimum of 
three years of VRS call center experience, as under the pilot program, 
the Commission only requires three years of full-time professional sign 
language interpreting, whether in community interpreting or VRS call 
handling. This modification will allow VRS providers to hire 
interpreters who have not previously been able to work in VRS. The 
Commission also eliminates the specific requirements for VRS providers 
to adopt written dismissal policies for at-home CAs and require such 
CAs to sign written compliance certifications, as VRS providers have 
sufficient incentives to ensure at-home CAs comply with the 
Commission's rules without adopting paperwork rules on these matters. 
Lastly, the Commission increases the limit on the percentage of minutes 
that may be handled by at-home CAs from 30% to 50%, increasing the 
flexibility of VRS providers, including small businesses, in hiring 
CAs.
    32. The Commission authorizes each currently certified VRS provider 
to continue providing at-home call handling under the new rules, 
without additional filings. Only new applicants for VRS certification 
are required to include a request for authorization in their 
applications, if they wish to employ at-home CAs. Incorporating at-home 
call handling requirements into the recertification requirement 
streamlines the application process and aligns with existing, more 
general filing requirements. Similarly, the Commission eases the burden 
imposed by required reports on at-home call-handling compliance by 
reducing their frequency, eliminating most of the required information, 
including the detailed cost and workstation-monitoring data required 
under the pilot program, and consolidating the at-home call-handling 
compliance report with the more comprehensive annual filing already 
required to demonstrate a VRS provider's overall compliance with 
Commission's VRS rules.

Ordering Clauses

    33. Pursuant to sections 1, 2, and 225 of the Communications Act of 
1934, as amended, 47 U.S.C. 151, 152, 225, document FCC 20-7 is 
adopted, and part 64 of title 47 is amended.

List of Subjects in 47 CFR Part 64

    Individuals with disabilities, Telecommunications, 
Telecommunications relay services.

Federal Communications Commission.
Cecilia Sigmund,
Federal Register Liaison Officer, Office of the Secretary.

Final Rules

    For the reasons discussed in the preamble, the Federal 
Communications Commission amends 47 part 64 as follows:

PART 64--MISCELLANEOUS RULES RELATING TO COMMON CARRIERS

0
1. The authority citation for part 64 continues to read as follows:

    Authority:  47 U.S.C. 154, 201, 202, 217, 218, 220, 222, 225, 
226, 227, 228, 251(a), 251(e), 254(k), 262, 403(b)(2)(B), (c), 616, 
620, 1401-1473, unless otherwise noted; sec. 503, Pub. L. 115-141, 
132 Stat. 348.


0
2. Amend Sec.  64.601 by redesignating paragraphs (a)(5) through (16) 
and (17) through (51) as paragraphs (a)(7) through (18) and (20) 
through (54) and adding new paragraphs (a)(5), (6), and (19) and 
paragraph (b) to read as follows:


Sec.  64.601   Definitions and provisions of general applicability.

    (a) * * *
    (5) At-home CA. A communications assistant (CA) that a video relay 
service (VRS) provider authorizes to handle VRS calls at a home 
workstation.
    (6) At-home VRS call handling. The handling of VRS calls by a CA at 
a home workstation.
* * * * *
    (19) Home workstation or home CA workstation. A VRS CA's 
workstation in the CA's home or in any location where two or more CAs 
do not simultaneously handle VRS calls.
* * * * *
    (b) For purposes of this subpart, all regulations and requirements 
applicable

[[Page 27313]]

to common carriers shall also be applicable to providers of 
interconnected VoIP service.

0
3. Amend Sec.  64.604 by revising paragraphs (b)(4)(iii), (b)(8), and 
(c)(5)(iii)(D)(2)(ix) to read as follows:


Sec.  64.604   Mandatory minimum standards.

* * * * *
    (b) * * *
    (4) * * *
    (iii) A VRS provider shall not allow its CAs to handle VRS calls 
from a home workstation unless so authorized by the Commission.
* * * * *
    (8) At-home VRS call handling--(i) Limit on minutes handled. In any 
calendar month, a VRS provider authorized by the Commission to employ 
at-home CAs may be compensated for minutes handled from home 
workstations up to a maximum of the greater of:
    (A) Fifty percent (50%) of a VRS provider's total minutes for which 
compensation is paid in that month; or
    (B) Fifty percent (50%) of the provider's average projected monthly 
conversation minutes for the calendar year, according to the 
projections most recently filed with the TRS Fund administrator.
    (ii) Personnel safeguards. A VRS provider shall:
    (A) Allow a CA to work at home only if the CA is a qualified 
interpreter with at least three years of professional interpreting 
experience, has the experience, skills, and knowledge necessary to 
effectively interpret VRS calls without in-person supervision, has 
learned the provider's protocols for at-home call handling, and 
understands and follows the TRS mandatory minimum standards set out in 
this section; and
    (B) Provide at-home CAs equivalent support to that provided to CAs 
working from call centers, including, where appropriate, the 
opportunity to team-interpret and consult with supervisors, and ensure 
that supervisors are readily available to resolve problems that may 
arise during a relay call.
    (iii) Technical and environmental safeguards. A VRS provider shall 
ensure that each home workstation enables the provision of confidential 
and uninterrupted service to the same extent as the provider's call 
centers and is seamlessly integrated into the provider's call routing, 
distribution, tracking, and support systems. Each home workstation 
shall:
    (A) Reside in a separate, secure workspace where access during 
working hours is restricted solely to the CA;
    (B) Allow a CA to use all call-handling technology to the same 
extent as call-center CAs;
    (C) Be capable of supporting VRS in compliance with the applicable 
mandatory minimum standards set out in this section to the same degree 
as at call centers;
    (D) Be equipped with an effective means to prevent eavesdropping 
and outside interruptions; and
    (E) Be connected to the provider's network over a secure connection 
to ensure caller privacy.
    (iv) Monitoring and oversight obligations. A VRS provider shall:
    (A) Inspect each home workstation and its home environment to 
confirm their compliance with paragraph (b)(8)(iii) of this section 
before activating the workstation for use;
    (B) Assign a unique workstation identification number to each VRS 
home workstation;
    (C) Equip each home workstation with monitoring technology 
sufficient to ensure that off-site supervision approximates the level 
of supervision at the provider's call center and regularly analyze the 
records and data produced by such monitoring to proactively address 
possible waste, fraud, and abuse;
    (D) Keep all records pertaining to home workstations, except 
records of the content of interpreted conversations, for a minimum of 
five years; and
    (E) Conduct random and unannounced inspections of at least five 
percent (5%) of all home workstations, including their home 
environments, in each 12-month period.
    (v) Commission audits and inspections. Home workstations and 
workstation records shall be subject to review, audit, and inspection 
by the Commission and the TRS Fund administrator and unannounced on-
site inspections by the Commission to the same extent as call centers 
and call center records subject to the rules in this chapter.
    (vi) Monthly reports. With its monthly requests for compensation, a 
VRS provider employing at-home CAs shall report the following 
information to the TRS Fund administrator for each home workstation:
    (A) The home workstation identification number and full street 
address (number, street, city, state, and zip code);
    (B) The CA identification number of each individual handling VRS 
calls from that home workstation; and
    (C) The call center identification number, street address, and name 
of supervisor of the call center responsible for oversight of that 
workstation.
    (c) * * *
    (5) * * *
    (iii) * * *
    (D) * * *
    (2) * * *
    (ix) The call center (by assigned center ID number) or home 
workstation (by assigned home workstation identification number) that 
handled the call; and
* * * * *

0
4. Amend Sec.  64.606 by adding paragraphs (a)(4) and (g)(5) to read as 
follows:


Sec.  64.606   Internet-based TRS provider and TRS program 
certification.

    (a) * * *
    (4) At-home VRS call handling. An applicant for initial VRS 
certification that desires to provide at-home VRS call handling shall 
include a detailed plan describing how the VRS provider will ensure 
compliance with the requirements of Sec.  64.604(b)(8).
* * * * *
    (g) * * *
    (5) If a VRS provider is authorized to provide at-home call 
handling, its annual compliance report shall include the following 
information:
    (i) The total number of CAs handling VRS calls from home 
workstations over the preceding year;
    (ii) The number of 911 calls handled by the provider's home 
workstations;
    (iii) The total number of complaints, if any, submitted to the 
provider regarding its at-home call handling program or calls handled 
by at-home CAs; and
    (iv) A description of any substantive changes in the VRS provider's 
currently effective at-home call-handling compliance plan.
* * * * *
[FR Doc. 2020-08097 Filed 5-7-20; 8:45 am]
 BILLING CODE 6712-01-P