Using a telephone (or call centre equipment)

Many jobs require people to use telephones for a large part of their work. Telephones can be difficult for many people to manage, particularly if they have difficulties with fine hand use. 

Using a telephone (or call centre equipment) may include answering calls, dialing numbers, playing back messages, and undertaking simultaneous use of the telephone with another task, such as writing or keying messages or notes.

Reduced fine hand use may affect the worker's ability to pick up and/ or hold the handpiece, or their ability to press the keypad and other buttons. Underlying causes of these restrictions may include pain or weakness in the arms and hands, upper limb amputation, quadriplegia or neuromuscular diseases such as multiple sclerosis.

Workplace solutions and adjustments

There are a number of solutions available to assist with telephone use for workers with reduced fine motor skills:

• Telephone holders—gooseneck
• Telephone shoulder rests
• Telephone headsets—monaural with earpiece

Additional to the workplace solutions identified above, people with fine motor impairments may also need to incorporate on the job strategies to assist them to complete telephone tasks such as:

• communicating with a caller that additional time may be required to write notes or to use an alternative input device
• using assistive technology whilst using the telephone such as:
• Adapted pens
• pen grips or holders
• speech recognition software

Some telecommunications carriers provide a range of equipment and services related to increasing accessibility of telephone communications for individuals with a disability.  A range of equipment services are available that can assist in overcoming barriers such as hearing or vision impairments, memory or cognitive impairment or reduced fine motor skills.  Contact individual telecommunications providers to discuss the availability and individual eligibility for these products and services.

Other solutions to overcome difficulties with fine hand use can be found at these links:

• Keyboarding and using a mouse
• Writing by hand
• Writing, reporting and documenting

References

Would you like more information?

• Hearing