1 

 

Volume 2, Issue 2 Spring/Summer 2003 

TABLE OF CONTENTS

Connector 

From the Chief: CGB Notes..................................................2

Hot Topics: Update of Disability Access Rules - 

Accessibility Handbook.......................................................4

Consumer Publications Branch..............................................5

CGB Reaching Out - 

 

 CGB Participates in Utility Expo for District of 

 Columbia Consumers...................................................8 

CGB Participates in Public Service Recognition Week 

 on Mall.....................................................................8

CGB Staff Launches Schools Project with Visit 

 to T.C. Williams H.S. in Alexandria, VA............................8

 

Bureau Chief K. Dane Snowden Launches Series of 

 Quarterly Media Briefings............................................9 

FCC’s Consumer Advisory Committee Holds First Meeting 

Under New Charter............................................................10 

Consumer Tips - 

Keeping in Touch via Personal Radio Service.........................11 

Consumer Publications Branch Staff Photo............................12 . 

Contact Us........................................................................12

Consumer & Governmental Affairs Bureau

The opinions expressed in this document are those of the authors and do not necessarily reflect the views of the 

Consumer & Governmental Affairs Bureau or the Federal Communications Commission, its Chairman or Commissioners, Bureaus, or other Commission staff members. This document has been prepared from various sources 

and it is believed that the information provided is reliable. However, the CGB staff makes no representation as to its 

accuracy or completeness. This document is for FCC informational and public release purposes only. 
2 

 

 From The Chief 

CGB Notes 

 by K. Dane Snowden, Chief, CGB

 In this issue of the Connector, you will see how CGB continues to take on 

added responsibilities and continues to branch out to address new concerns and 

reach new groups. 

 A matter of particular significance recently was the first meeting of the newlychartered Consumer Advisory Committee (CAC). CAC is a Federal Advisory 

Committee that makes recommendations to the Commission regarding consumer 

issues, including access by persons with disabilities. 

 In fact, an important part of CGB’s work is in the area of disability rights. An article in this issue discusses recent activities in this area, including the publication of 

a comprehensive, easy to read “504 Programs and Activities Accessibility Handbook” which provides guidelines, information, and procedures for Commission personnel to ensure that the FCC is accessible to individuals with disabilities. Section 

504 of the Rehabilitation Act of 1973 provides for non-discrimination on the basis 

of disability in the programs and activities. 

 At the same time as the Commission adopted the Handbook, it updated its accessibility rules for people with disabilities. We have posted our Section 504 Programs and Activities Accessibility Handbook, at

www.fcc.gov/cgb/dro/section_504.html. This issue also includes a profile of Helen 

Chang, the FCC’s first Section 504 officer. 

 In addition to the Handbook, you have probably seen other CGB publications, 

like the racks of Consumer Fact Sheets and Consumer Alerts around the Commission, or our brochure explaining ways in which the military can call home inexpensively while protecting our democracy overseas. These and other publications are 

all produced by the Consumer Publications Branch (CPB) of CGB, the group we 

are highlighting in this issue of the Connector.

 
3 

 

 CGB

 Now that we’re in the vacation season, this issue discusses Personal Radio Services, or PRS. PRS offers the means of keeping in touch over short distances without having to use a cell phone, such as during a family outing. 

 Our Reaching Out section includes information on the first of what will be a series 

of media briefings I will be doing to keep the press apprised of our activities, since 

they can be of great help in getting the word out on consumer issues. 

 All in all, I think you’ll find that CGB has been very active this quarter in promoting 

consumer interests. As always, we welcome any questions or ideas you may have 

about our initiatives. I hope you enjoy this issue of the Connector – let us know what 

you think.

 

 For more information about the 

 Consumer & Governmental Affairs Bureau, 

 visit our Web site at: 

 www.fcc.gov/cgb
4 

 

 Update of Disability Access Rules - 

Accessibility Handbook 

 In March the Commission updated its accessibility rules. These 

rules require that all programs and activities be accessible to people with disabilities. The Section 504 Programs and Activites Accessiblity Handbook, which was adopted at the same time, is the 

jewel in the crown of the new 504 rules, providing guidelines, information, and procedures to ensure that the Commission is accessible to individuals with disabilities. It is an excellent resource 

which the FCC is making available to all meeting planners, in and 

outside of government, to help ensure accessibility for their 

events. 

 The Handbook includes information topics such as: 

• Disability awareness and etiquette 

• Disability rights legislation 

• FCC accessibility procedures 

• Commission points of contact for disability issues 

• Boilerplate language for release of documents and public 

notices 

• Processes for assuring that meetings are accessible. 

 It is posted on the FCC website at: 

http://www.fcc.gov/cgb/dro/section_504.html and is available in a 

variety of formats. 

 In addition to the Handbook, the Commission also: 

• Updated language used in FCC rules to match lan- 

 guage used in current statutes; 

• Addressed filing and signature formats for documents 

 submitted by people with disabilities using alternative 

 formats, for example, braille, sign language, and audio 

 files; 

• Added the Section 504 Programs and Activities Acces- 

 sibility Handbook to the rule as a guide for Commis- 

 sion staff implementing Section 504 responsibilities; 

• Required a self-evaluation to be conducted every three 

 years, including an opportunity for public comment on 

 the accessibility of our programs and activities 

 as required by Section 504; and 

• Noted that requests for accommodations can best be 

 filled if requested at least five days in advance. 

 For sign language interpreters, CART, and other reasonable 

accommodations, call 202-418-0530 (voice), 202-418-0432 (tty) 

or send an e-mal to fcc504@fcc.gov. For accessible format materials (Braille, large print, electronic files, and audio format) call 

202-418-0531 (voice), 202-418-7365 (tty). 

 

 Hot Topics 

Helen Chang 

FCC 504 Officer 

Helen joined the FCC in 2001 as 

the Commission’s first Section 

504 Officer. In that position, she 

coordinates efforts to ensure that 

people with disabilities can access 

all programs and activities of the 

Commission. She also serves as 

one of the FCC’s staff interpreters. Prior to accepting her position with the FCC, Helen was the 

sole proprietor of an interpreting 

business providing sign language 

interpreting services in the DC 

area for more than 11 years. In 

total, she has been involved with 

the disability community for about 

20 years, including five years as 

the head of the Public Service Department at Gallaudet University 

Library. (Gallaudet is a leading 

university for students who are 

deaf and hard of hearing.) Her 

current focus on disability access 

is a “third career,” melding her 

previous work in library and information services with her interpreting/disability background. 

Helen grew up in West Chester, 

Pa., a college town about 45 minutes outside Philadelphia. She 

attended Penn State University 

where she majored in English and 

played for Penn State’s women’s 

field hockey and lacrosse teams. 

She went on to earn a master’s 

degree in Library Science from 

the University of Michigan and 

then continued her academic pursuits at the University of North 

Carolina at Chapel Hill where she 

completed all but the dissertation 

for a Ph.D. in Library Science. 

 
5 

 

Consumer Publications Branch

Marlene Jackson is a 19-year 

employee with the Federal 

Communications Commission. 

She began her career with the 

FCC in 1984 as a Public 

Service Specialist in the 

Denver Field Office. She later 

transferred to the Baltimore 

Field Office. 

Presently Marlene serves as 

the Consumer Publications 

Branch’s principal graphic designer. In this capacity, she 

graphically designs electronic 

slide presentations, newsletters, fact sheets, alerts, 

pamphlets, brochures, books, 

logos, flyers, posters, displays, 

and a variety of other consumer outreach materials, including the Connector. 

Marlene is recent graduate 

from University of Baltimore, 

where she received her Master 

of Arts degrees in Graphics 

Design. 

As an Adjunct Faculty Instrucor at The Community College of 

Baltimore County, Marlene instructs graphics design courses 

for students seeking an AA degree in Computer Graphics. 

 

 

 Marlene Jackson 

Graphics Designer 

 Have you ever wondered what office produces all 

of the Fact Sheets, Consumer Alerts and information 

brochures and booklets that you see in distribution 

racks in various places around the Commission? It’s 

the Consumer Publications Branch (CPB) of the 

Consumer & Governmental Affairs Bureau. 

 CPB currently manages close to 100 Consumer 

Fact Sheets, Consumer Alerts, brochures and booklets on topics ranging from the Amber Alert to unintentional calls to 911, from wireless phones to how 

the military can call home inexpensively while deployed overseas. 

 The Fact Sheets inform and educate consumers on 

many different telecommunications issues. The 

Consumer Alerts provide information on current “hot” 

topics, like scams of which consumers should be 

aware. The brochures and booklets are often used 

as outreach tools to specific consumer groups, for 

instance low income consumers who can benefit 

from specific programs (The Get Connected Brochure) and military families (The Military Calling 

Home Brochure). 

 The CPB staff is always eager to hear from folks 

throughout the agency with ideas about issues the 

Commission should bring to the attention of the public through Consumer Alerts, Consumer Fact Sheets 

or another kind of publication. They also are happy 

to receive feedback about their publications. Next 

time you pass by one of these racks, pick up a few 

and let them know what you think! 

 The publications are all available on the CGB Web 

site at www.fcc.gov/cgb/information_directory.html. 

 

A list of all CGB’s consumer fact sheets and alerts is 

included as an insert in this issue. 

 
6 

 

FACT SHEETS

CABLE

• Cable Signal Leakage 

• Record Retention & Subscriber Privacy 

• Subscriber Signal Quality Standards 

• How To Prevent Viewing 

 Objectionable TV Programs 

INTERNET

• Children’s Internet Protection Act 

• IP Relay Service

• High Speed Internet Access - “Broadband” 

RADIO

• Radio Call In or “Open Mike” Programs 

• Low Power FM Radio (LPFM) 

SATELLITE DISHES

• Satellite Home Viewer Improvement Act 

of 1999 

• Consumer-Owned Satellite Dishes and 

 Other Antennas 

TELEPHONES

• Cramming 

• Pre-Paid Phone Cards 

• Inmate Telephone Service 

• Calls Made From Payphones 

• Section 255–Telecommunications 

Access for People with Disabilities 

• Telecommunications Relay Services 

• Telephone Interference 

• Understanding Your Phone Bill – 

Charges, Changes and Contacts 

• Get Connected: Promoting Telephone 

Subscribership In Indian Country 

• The FCC’s Universal Service Program 

for Low-Income Consumers 

• The FCC’s Universal Service Program 

for Rural Health Care Providers 

• The FCC’s Universal Service Program 

for Schools and Libraries 

• The FCC’s Universal Service Support 

Mechanisms 

• Universal Service Fund Increases: 

What Every Consumer Should Know 

 

 

 

• When Your Telephone Is Switched 

Without Your Permission-”Slamming” 

• Your New Relationship with Your 

 Phone Company – “Detariffing” 

 Keeping Your Phone Number When 

 You Change Your Service 

• Unwanted Faxes: What You Can Do 

• Hearing Aid Compatibility Compliance 

 for Telephone Equipment 

• Charges On Your Phone Bill 

• 900 Number Pay-Per 

 Call and Other Information Services 

• Access Charge Reform 

• Hang Up On High Public/Pay Phone 

 Rates 

• Unwanted Telephone Marketing Calls 

• Call and Other Information Services 

• What Is A Toll-Free Number and 

 How Does It Work? 

• Caller ID 

• Get Connected: Afford-A-Phone FAQs 

• Payphone Relay Service 

• 2-1-1 Directs Consumers Through the 

 Health and Human Services Maze 

 

TELEVISION

• Complaints About Broadcast Journalism 

• Cancellation, Rescheduling or Refusal 

of TV Programs 

• Accessibility of Emergency Video 

Programming to Persons with Hearing 

and Visual Disabilities

• Closed Captioning 

• Complaints about Broadcast Advertising

• Video Description 

• The V-Chip 

• Public Television in the Digital Age 

• The FCC and Freedom of Speech

• Children’s Educational Television

• Digital Television (DTV) 

 

 For a copy of 

 CGB’s consumer fact sheets, alerts, 

 and other consumer publications, 

 visit our Web site at: 

 www.fcc.gov/cgb/ 

 information_directory

 Consumer Publications Branch
7 

 

 

FACT SHEETS (Cont)

WIRELESS

• Human Exposure to Radiofrequency 

Fields From Mobile (Vehicle-Mounted) 

Antennas 

• Human Exposure to Radiofrequency 

Fields-Guidelines for Cellular & PCS 

Cell Sites 

• Interference

• Mobile Phones and Health Concerns 

• Wireless 911 Services 

MISCELLANEOUS

• Religious Broadcasting Rumor Denied 

• The Emergency Alert System 

• Obscene and Indecent Broadcasts 

• About The FCC 

• Communicating During Emergencies 

• Broadcasting Contests, Lotteries and 

Solicitation of Funds 

• Got A Gripe? Filing a Complaint with 

the FCC is Easy 

• Broadcast and Cable EEO Rules and 

Policies 

• Broadcast Ownership En Banc 

Hearing (Backgrounder) 

• FCC’s Review of the Broadcast 

Ownership Rules 

• How to Comment 

• Broadcasting False Information 

• Program Background Noise & Loud 

Commercials 

• Homeland Security Council Contacts 

• Homeland Security Emergency 

Communications 

• Homeland Security Enhanced 911 

• Homeland Security Media Security 

• Homeland Security Network Reliability 

• Homeland Partnerships 

• Homeland Policy Council Overview 

• Homeland Security Spectrum Issues 

ALERTS

INTERNET

• Unauthorized Equipment Sold 

 on Internet and in Publications

• Internet Modem Switch Scam 

RADIO

• Beware of Low Power FM Radio Scams 

TELEPHONE

• Don’t Fall for the 90# Telephone Scam 

• 809 Phone Scam–Beware 

• Five Things Consumers Should Know 

about Detariffing 

• Mexico Collect Call Scam 

• New “Single Bill” Fees on Phone Bills 

• Predictive Dialing: Silence on the Other 

End of the Line 

• What Your Telephone Company Knows 

About You (And Controlling 

How They Use It) 

• Careless Dialing Could Cost You Money 

(“Fat Finger Dialing”) 

• Beware of Telemarketing Scam

• When Your Wireline Telephone Company Files for Bankruptcy 

• Call Splashing 

• FCC Establishes National Do-Not-Call 

Registry (TCPA) 

WIRELESS

• Cell Phone Fraud 

• Use of TTY Devices with Digital 

 Wireless Phones 

• Surcharges for International Calls to 

 Wireless Phones 

• Accidental 9-1-1 Calls from Wireless 

 Phones Pose Risk to Public Safety 

• FCC Acts to Promote Accessibility 

 of Digital Wireless Phones to 

 Individuals with Hearing Disabilities 

MISCELLANEOUS

• The Amber Plan 

• FCC Takes Action Against 

“Whipsawing” in the Philippines 

 Consumer Fact Sheets and Alerts
8 

 

 CGB Participates inUtility Expo For 

District of Columbia Consumers 

CGB Participates in 

Public Service Recognition Week on Mall 

 From May 2 through 5 the FCC joined dozens of other government agencies, and the military, in celebrating Public Service Recognition Week (PSRW). PSRW honors the men and 

women who serve America in federal, state and local government agencies. PSRW also demonstrates the personal rewards of public service to young people and showcases career opportunities in government. The FCC’s booth, staffed by CGB, provided information to help 

consumers make informed choices in telecom goods and services. It has been observed on 

the first Monday through Sunday in May since 1985. 

CGB Staff Launches School’s Project With Visit To 

T.C. Williams H.S. 

in Alexandria, VA 

 Recognizing that young people are consumers 

too, CGB on April 29, launched its Schools Project 

with a visit to T.C. Williams High School in Alexandria, VA. CGB staff instructed students in two advanced place-ment government classes about the 

purpose of the FCC and how rules are made. Students were shown a video clip of a Commission 

meeting so that they could see how Commission 

meetings are conducted. The students then conducted their own “Commission meeting” with students playing the part of the Chairman and Commissioners. CGB staff will be visiting various high 

schools around the region on an on-going basis in 

 a continuing effort to educate young people 

about the FCC. 

 CGB Reaching Out 

CGB staffers Kelly Jones and Dan 

Rumelt run mock FCC meeting. 

Jones, etc 

On Thursday, April 24, CGB staff participated in a 

Utility Expo sponsored by the DC Office of the People’s Counsel. The Expo was held on the Kellogg 

Center located on the campus of Gallaudet University in the District. CGB staff provided information 

to District of Columbia consumers about wireline 

and wireless telephone issues
9 

 

 

 CGB Reaching Out 

 Bureau Chief K. Dane Snowden Launches 

Series of Quarterly Media Briefings 

 In March, Bureau Chief Dane Snowden held the first of what will be a series of 

media briefings to meet informally with members of the press to discuss the various 

issues before the bureau. Reporters attending represented daily newspapers, wire 

services and trade publications. 

 Dane gave an explanation the role of CGB within the FCC, what CGB does, and 

some of the major issues before CGB, including telemarketing issues, slamming and 

Indian affairs. He highlighted the fact that the number of slamming complaints resolved by CGB increased 750% from 2001 to 2002. 

 The reporters asked about a variety of issues including slamming, telemarketing, 

the complaints process, and wireless telephony on Indian lands. 

 In response to reporters’ questions, Dane also discussed the differences between 

the jurisdictions of the FTC and FCC in telemarketing matters and the law requiring 

the FTC and FCC to work together to craft a national do-not-call list. 

 

 

Chief of Staff June Taylor, Chief K. Dane Snowden, Deputy Bureau Chiefs, Thomas 

Wyatt and Margaret Egler brief reporters at first quarterly media session. 
10 

 

FCC’s Consumer Advisory Committee Held First 

Meeting Under New Charter

Hot Programs

 On April 25, 2003, the FCC’s Consumer Advisory Committee (CAC) held the first meeting under its new Charter. Consisting of 35 representatives from many constituencies, 

the CAC makes recommendations to the Commission regarding consumer issues within 

the Commission’s jurisdiction. The CAC facilitates the participation of consumers including persons with disabilities, those living in underserved areas, and Native Americans, in 

proceedings before the Commission. 

 The meeting addressed issues currently before the Commission. These issues included: consumer protection and education, access by persons with disabilities, impact 

on consumers of new and emerging technologies, and the implementation of Commission rules and consumer participation in the rulemaking process. The CAC also discussed the establishment of working groups and subcommittees that will facilitate its 

work during its two year term. 

 

Consumer Advisory Committee

 For more information about the 

 Consumer & Governmental Affairs Bureau, 

 visit our Web site at: 

 www.fcc.gov/cgb
11 

 

Hot Programs Consumer Tips

Keeping in Touch via Personal Radio Service 

 

Are you planning to go camping this summer, or hiking in the woods? Or maybe you’re 

just going shopping at the mall and your teenager wants to hang-out at the arcade while 

you shop for shoes at a store. No matter where you go, you may still want to keep in 

touch with family and friends. No, we’re not talking about using your cell phone to communicate. We’re talking about keeping in touch by using one of the Personal Radio Services. These services provide short-range, low power radio for personal communications, radio signaling, and business communications not provided in other wireless services. Two such services are the Family Radio Service (FRS) and the General Mobile 

Radio Service (GMRS). 

Family Radio Service (FRS) 

 The FRS has a range of one mile and may be used by families and friends to communicate within a neighborhood or on group outings. 

 The FRS can be operated anywhere in the United States and the Caribbean and Pacific 

Insular areas. No license is required for this service. You may operate a FRS unit wherever the FCC regulates radio communications, as long as you use only an unmodified 

FCC certified FRS unit. Such units have an identifying label placed on them by the 

manufacturer. There are no age or citizenship requirements to operate a FRS unit. 

General Mobil Radio Service (GMRS)

 The GMRS is a land-mobile radio service used for short-distance two-way communications among family members. Family members may communicate among themselves 

within their residence or during recreational outings such as camping or hiking. An FCC 

license is required for GMRS systems. The license is renewable every five years. Licensees are responsible for the proper operations of the GMRS system at all times. 

 To learn more about FRS and GMRS, or other Personal Radio Services, contact the 

FCC’s Consumer Center at 1-888-CALL-FCC; TTY: 1-888-TELL-FCC; or e-mail us at 

fccinfo@fcc.gov.
12 

 

 CONTACT US Consumer Publications Branch Staff 

From Left to Right: 

Stacey Mesa, 

Wynnie Anderson, 

Sharlene Lofty 

and Marlene Jackson 

 All can be reached at 418-1400 

K. Dane Snowden 

 Bureau Chief 

June Taylor 

 Chief of Staff 

Margaret Egler 

 Deputy Bureau Chief, Policy 

Thomas Wyatt 

Deputy Bureau Chief 

Inquiries & Complaints 

Kris Monteith 

Deputy Bureau Chief 

Consumer Outreach & 

Intergovernmental Affairs 

Stephen Gorey

Chief 

Systems Support Office 

Patricia Green

Associate Bureau Chief 

 Administration and Management 

 

 Telephone: 

 1-888-CALL-FCC 

 (1-888-225-5322) voice 

 1-888-TELL-FCC 

 (1-888-835-5322) TTY E-mail:

 FCCInfo@fcc.gov 

 Federal 

 Communications 

 Commission 

 Consumer & 

 Governmental Affairs Bureau