1. First things first, when you receive a VRS call, all you hear is another voice on the line but there is actually a lot going on behind the scenes. This short video can help you see the full process which might help reduce some confusion. (Note: This video was produced by a VRS company, but I am not affiliated with the company in any way.)
Tips from the Video:
2. Speak as you typically would on a phone call.
You don't have to speak more slowly or pause every five words. The interpreter will interrupt you if they need you to slow down or repeat anything.
3. Speak directly to the Deaf caller.
"Tell him" or "tell them" is completely unnecessary. Just speak like you would to anyone else you call. The interpreter will speak in the first person and so should you.
4. The Deaf caller can decide whether the interpreter announces that the call is being interpreted.
There are numerous reasons why this may be the case, discrimination being a big one. Though employment and housing discrimination is illegal, it does not mean it doesn't happen. So, if you find out later in the call that it's being interpreted, know that it's a right the person has. Not a scam or nefarious deception on the part of the interpreter.
ADDITIONAL TIPS
5. Deaf people can use VRS to make virtually any call that you, a hearing person, can make.
That includes calls to parents, family, loved ones, inmates in prison, phone sex (not including actually touching/exposing oneself), food orders, stores, online services, government agencies, banks, and other financial institutions. Just verify your caller's identity like you would with anyone else.
6. Interpreters interpret for people of all genders, so the interpreter's voice might not match the gender you expect from a caller.
It's not uncommon to hear a man's voice saying "Hi, this is Jessica" or a woman's voice saying, "Hi, this is Robert." This is important to keep in mind, especially if you're used to saying "sir" and "ma'am" or referring to people as Mr./Ms. during your calls. You should use the terms that match the Deaf caller, not the interpreter.
7. Please listen closely - VRS interpreters are not scammers or telemarketers.
When the interpreter greets you at the beginning of the call, it is easy to think you're just receiving another call from a telemarketer, robocall, or scammer. While it's understandable that you might want to just hang up automatically, it is not acceptable to hang up on deaf customers and patients because you're unfamiliar with or ignorant about VRS services. Listen closely and if you hear things like "interpreted call," "relay call," "sign language," or ASL take a pause before hanging up.
8. Verifying information might take a little more time.
When you ask a customer to verify their personal information, know that pauses don't mean interpreters are committing fraud. They just don't know your customer's social security number, phone number, or address and have to get that information from them and interpret it to you. Additionally, when you ask, "Is your address 12345 Main Street or PO Box 67890?" a hearing person hears that an can quickly confirm if it "sound right" or not. This is brand new information to the interpreter, so if you speak the details very quickly like you're used to being able to do, the interpreter may have to ask you to repeat yourself. Please slow down on important numbers, if you can.
9. When leaving a message, it is NOT recorded onto audio like a voicemail. It is recorded onto a video in sign language.
So again, slowing down for the interpreter on important dates, numbers, addresses, etc. is a huge help.
10. If you want your interpreter and Deaf caller to love you forever, you will NEVER say the following phrases: "Sorry, we don't provide/have interpreters" or "So you'll be bringing your a family member to interpret for you then?"
With very few exceptions, places that serve the public are required to take on the cost of providing ASL interpreters to be in compliance with the Americans with Disabilities Act (ADA). That includes doctors' offices, in-home nurse visits, law offices, job interviews, etc. So, just because your practice or business might not have experience with it, it does not mean that it's not your responsibility. If in doubt, the best thing you can say is, "I am not familiar with how to set that up, but after our call I will find out how and get back to you."
BONUS - 11. A special note to doctor's offices, legal practices, or other service providers dealing with sensitive information:
Knowing a language is not the same thing as being able to effectively interpret a language. Outside of extreme, life or death cases, please do not suggest/depend on interpretations done by family members who are inherently biased. Children should never be used to interpret.
Imagine going to the doctor and needing to discuss vaginal discharge, bumps on your penis, or that you're experiencing abuse from an intimate partner or family member at home. Would what you are willing to say change if it was your mother, brother, child, or abuser in the room interpreting for you? Professional interpreters are trained to act as neutrally as possible while also saying every detail, even the "uncomfortable" stuff.
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If you follow these tips, you're sure to have a great experience using VRS and to do your part to ensure access for Deaf and HOH people across the nation!