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About Video Relay Service InterpretingVideo relay service (VRS) is a free telephone relay service using video technology to allow deaf andhard of hearing persons to make and receive phone calls using American Sign Language (ASL). VRS,as an industry, has grown exponentially since its inception in 2000 as an offshoot of traditionalTelecommunications Relay Service (TRS) or text-based relay services. It is estimated that more than4,000 sign language interpreters have worked in this setting. VRS companies provide millions ofminutes of interpreting services per month, and given its current rate of growth, VRS will continue tobe a viable employment setting for sign language interpreters into the future.The basic requirements for using VRS are a monitor, a video camera device and a broadband(high-speed) internet connection.i Each VRS company has its own particular system that is required tobe interoperable, allowing consumers to access any company’s service no matter what equipmentthey have. There are likely to be additional applications, such as enhanced services for customers whoare deaf-blind. Because technology is ever changing and rapidly improving, RID anticipates increasesin the volume and desire for the service.VRS services are regulated by the Federal Communications Commission (FCC)ii. The FCC isresponsible for managing reimbursement rates from the Interstate TRS Fund, which is funded by interstatetelephone companies throughout the United States. The FCC is responsible for setting standardsthat VRS companies and their interpreters must follow when handling calls. These regulations help toensure that VRS calls are handled efficiently, appropriately and ethically. VRS providers must complywith the rules set forth by the FCC in order to be reimbursed for the calls they relay. The goal of TRS,and thus VRS, is to provide telecommunications access for deaf, hard of hearing and speech disabledindividuals in a manner functionally equivalent to traditional voice telephone users.The FCC puts forth the following provisions for VRS providersiii:•General VRS telephone communication access 24 hours a day, 7 days a week is mandated;iv•Speed of Answer Rule – by January 1, 2007, VRS providers must answer 80 percent of all VRScalls within 120 seconds, measured on a monthly basis;v•The ability to place calls to 911 services. Currently, access to 911 is waived for VRS providersuntil 1/1/2008;vi•If Spanish to ASL services are offered, they must be accessible 24 hours a day, 7 days aweek;vii•Video mail services, which are services similar to voice mail but in sign, are reimbursable.Video mail is not mandated by the FCC.viiiThe FCC also limits use of this free system to phone calls and does not intend the service to beused to replace on-site interpreting for meetings.ix As such the FCC requires that all deaf and hearingparticipants be in separate locations.xSTANDARD PRACTICE PAPERThe Role of the InterpreterVRS cannot function without skilled, capable interpreters. RID plays a leading role in establishing anational standard of quality for interpreters by providing education and certification through theNational Testing System. The process of becoming a highly qualified interpreter starts with attaining credentialsthrough certifications offered by RID and maintaining qualifications through continued skilldevelopment. RID believes that national certification must be the minimum standard for qualification ofVRS interpreters. RID also encourages the use of Certified Deaf Interpreters (CDI) as team interpreters toassist with the demanding nature of the work involved with VRS interpreting.Each VRS company employs sign language interpreters through direct employment as employees orindependent contractors or through agreements with sign language interpreting agencies. VRS interpretersare currently working full time or part time shifts to assure VRS services are available 24 hours aday, 7 days a week.VRS has attracted many interpreters who previously worked in community settings. While the adventof VRS interpreting has opened up new telecommunication options for the Deaf community, it has doneso at some loss of adequate availability of interpreters in community settings. Recruitment of VRS interpretershas led to a supply-and-demand phenomenon that has meant higher salaries for not only videointerpreters; the entire field has had to adjust to the rise in salary ranges to retain interpreters in communityand educational settings. RID remains steadfast in its commitment to the needs of the communityand to promoting a balanced approached to the provision of interpreting services in all arenas.Furthermore, RID remains committed to those practices and standards that will promote career longevityfor interpreters so that the valued resources of qualified interpreters for this highly specialized arena willnot be prematurely or unnecessarily depleted.Never before, in the history of the interpreting profession, have interpreters worked in settings wherethe federal government and large corporations have played such an important role in the provision ofinterpreting services. The FCC has defined VRS interpreters as ‘communication assistants’ (CA), usinglanguage from TRS regulations. In accordance with the Americans with Disabilities Act (ADA) and laterFCC regulations, interpreters working in the VRS setting must be “qualified.” The FCC states that VRSinterpreters must be able to “interpret effectively, accurately, and impartially, both receptively andexpressively, using any necessary specialized vocabulary.”xi The interpreter as a professional has theresponsibility to assess the communication needs of consumers and render the message using the interpretingservice model and interpreting techniques that are most appropriate for the communicationneeds of the consumers. In addition, interpreters working in the VRS arena must be readily prepared forworking in an environment with diverse cultural groups including deaf and hearing people of color,hearing consumers with varying cultures and accents as well as colloquial differences found in differentregions of the United States.RID urges VRS providers and interpreters to work together to ensure quality interpreting services, professionalstandards and practices and a safe and healthy work environment. The following issues shouldbe addressed when discussing best practices for working in the VRS setting:Interpreter preparation: Industry standards and best practices suggest that interpreters are mostsuccessful when they are able to obtain information about the subject of an interpreted conversationin advance because interpreters exercise professional judgment and make decisions based, inpart, on this information. While the FCC does not prohibit the gathering of such information by aVRS interpreter prior to placing a call, this is not a common policy among VRS providers.xii RIDsupports the practice of interpreters obtaining necessary information in order to process callsappropriately.Teaming: The RID Standard Practice Paper on Team Interpreting explains factors involved in determiningthe need for a team interpreter. These factors include the length of the assignment, thecomplexity of the interpreted content, the dynamics of the setting and possible unique needs of thepersons receiving the interpreting services.xiii In VRS settings, there are times when it is necessary torequest a team interpreter for assistance. Additionally, RID supports the use of Certified DeafInterpreters (CDIs) within call centers as another resource to ensure functional equivalency.xiv2 Video Relay Service InterpretingVideo Relay Service Interpreting 3 STANDARD PRACTICE PAPERWorking Conditions: In VRS call centers, the following workplace concerns have been identified:repetitive movement injuries, eye strain, muscle strain, weight gain and physical and mentalfatigue. Additionally, the intimate nature of VRS work can lead to emotional strain or vicarioustrauma. RID recommends established policies for breaks in order to prevent or minimize the negativeeffects of the physical, mental and emotional demands of the VRS environment.Training: Because of the complex and dynamic nature of VRS, ongoing training related to thetechnology as well as interpreting skill sets specific to the VRS setting is needed.Cultural Competency: VRS interpreters work with consumers from different geographical and culturalbackgrounds. Because culture is inextricably tied to language, interpreters must develop culturalcompetency as well as understanding of language variations for both signed and spokenlanguages. Variations can be seen in word meaning, accents and speed of production. Managingthese differences skillfully can be challenging for interpreters.The Role of RIDRID is the national professional organization for sign language interpreters in the United States and,as such, advocates for its members by promoting the profession and advocating for increased quality,qualification and quantity of interpreters through a triad of services.xv National Testing System (NTS) strives to maintain strict adherence to nationally recognizedtesting industry standards of validity, reliability, equity and legal defensibility. Certification Maintenance Program (CMP) is the avenue through which the continued skilldevelopment of certified interpreters/transliterators is monitored. Ethical Practices System (EPS) and NAD-RID Code of Professional Conduct (CPC) are twovehicles that provide guidance and enforcement of professionalism and conduct. The EPSprovides an opportunity for consumers and colleagues to address concerns or file complaintsregarding the quality of interpreter/transliterator services, and the CPC sets the standardsto which all individuals holding RID certification are expected to adhere.RID serves as a liaison between the interpreting community and stakeholders in VRS. Working in partnershipwith Deaf organizations, advisory groups and the FCC, issues relating to the provision of VRSservices are addressed at the national level. RID’s membership makes up the largest pool of interpretersworking in the industry, and its members serve as the experts in the field in terms of working conditions,self-care and self-advocacy.RID views the interpreters who work in the VRS setting as professionals with the rights and responsibilitiesnecessary to assist in helping to steer the future course of video relay service provision. In addition,RID makes the following recommendations to those involved in the field of VRS interpreting.Recommendations:The primary recommendation is that VRS providers hire RID certified interpreters.xvi High levels ofskill, experience and professionalism are necessary for the volume of work and the wide variety andunpredictable nature of call content. RID certification is a measure of qualifications of sign languageinterpreters. RID recommends that VRS providers develop hiring practices that ensure the highest qualityinterpreting services.4 Video Relay Service Interpreting STANDARD PRACTICE PAPEROther recommendations are as follows:Ergonomics: VRS providers should assure that all steps are taken to provide a safe andhealthy environment for interpreters, especially considering the physical and mentaldemands of VRS work.Breaks: Frequent breaks during a shift should be encouraged to ensure quality of interpretingservices. Research on spoken language interpreters has shown that an interpreter’s performancedeclines after 15 minutes in video-based settings.xvii Because the mental processesfor spoken and signed language interpreting is parallel, this research has implications forinterpreting in VRS settings.Teaming opportunities: A team should be available for support when deemed necessary bythe interpreter.CDIs: Certified Deaf Interpreters/qualified Deaf interpreters should be available for neededteaming and/or assistance with idiosyncratic language.Diversity: VRS providers should promote the hiring of a diverse body of interpreters toaccommodate the variety of consumer cultures and preferences.Training: Adequate training opportunities should be available for interpreters to keepabreast of best practices regarding interpreting through video, current trends in the industryand any technical issues for which they are responsible.Technology: VRS providers must delineate what they are responsible for in regards to technologymaintenance and what technical competencies interpreters are required to have.Interpreters are not technicians and need support in this area.Call information: Whenever possible, the interpreter should be encouraged to receive anyrelevant information prior to the call in order to better assist them to interpret the content.Additionally, confidentiality is emphasized in the VRS setting as it is in all settings, in accordancewith the first tenet of the NAD-RID Code of Professional Conduct.xix Interpreters arerequired to hold in strict confidence any content seen or heard during calls.Cultural Competency: VRS providers should make available information and training regardingthe multicultural dimensions and language variations of consumers. Strategies for workingacross cultures will improve services provided by interpreters in the VRS setting.ConclusionVRS has revolutionized communication access for deaf people and has had a profound effect on theinterpreting profession. RID will continue to work as a resource to consumer groups and the FCC as itrepresents the interests of the interpreters who serve as the heart of this remarkable service. For moreinformation, please visit the RID website at www.rid.org or contact the RID national office.STANDARD PRACTICE PAPER Video Relay Service Interpreting 5REFERENCES:i Federal Communications Commission. (2007). Video Relay Service: FCC Consumer Facts. Retrieved March 13,2007,from http://www.fcc.gov/cgb/consumerfacts/videorelay.htmlii Federal Communications Commission. (2007). Video Relay Service: FCC Consumer Facts.iii Federal Communications Commission. (2007). Summary and Citations of TRS Items. Retrieved March 13,2007,from http://www.fcc.gov/cgb/dro/trs_history_docket.html#2005iv Federal Communications Commission. In the Matter of Telecommunications Relay Services and Speech-to-SpeechServices for Individuals with Hearing and Speech Disabilities, Report and Order, FCC 05-140, CG Docket No. 03-123, released July 19, 2005.v Federal Communications Commission. In the Matter of Telecommunications Relay Services and Speech-to-SpeechServices for Individuals with Hearing and Speech Disabilities, Order on Reconsideration,, FCC 05-139, CG DocketNo. 03-123, released July 19, 2005.vi Federal Communications Commission. In the Matter of Telecommunications Relay Services and Speech-to-SpeechServices for Individuals with Hearing and Speech Disabilities, Order, CG Docket No. 03-123, DA 06-2532, releasedDecember 15, 2006.vii Federal Communications Commission. In the Matter of Telecommunications Relay Services and Speech-to-SpeechServices for Individuals with Hearing and Speech Disabilities, Report and Order, FCC 05-140, CG Docket No. 03-123, released July 19, 2005.viii Federal Communications Commission. In the Matter of Telecommunications Relay Services and Speech-to-Speech Services for Individuals with Hearing and Speech Disabilities, Report and Order, FCC 05-140, CG DocketNo. 03-123, released July 19, 2005.ix Federal Communications Commission. Reminder that Video Relay Service (VRS) Provides Access to the TelephoneSystem Only and Cannot be Used as a Substitute for “In-person” Interpreting Services or Video Remote Interpreting(VRI), Public Notice, released September 7, 2005.x Video Relay Service Interpreting (VRS) is a free service for telephone communication regulated by the FederalCommunication Commission (FCC).The deaf and hearing participants must be in separate locations.Video Remote Interpreting (VRI) is a fee-based interpreting situation where at least one person is at a distance.Often, the deaf participant and hearing participant are in the same room with the interpreter working remotely andconnected through a high-speed Internet connection. VRI is an unregulated form of interpreting service. Definitionsadopted from: Close Encounters of the 2-D Kind, Mary Henry Lightfoot, RID VIEWS, Vol. 22, Issue 6, June 2005.xi Federal Communications Commission. Report and Order and Further Notice of Proposed Rulemaking releasedMarch 6, 2000, CC Docket 98-67, FCC No. 00-56, 15 FCC Rcd 5140 (2000), 65 FR 40093.xii Federal Communications Commission. In the Matter of Telecommunications Relay Services and Speech-to-Speech Services for Individuals with Hearing and Speech Disabilities, Order, CG Docket No.03-123, FCC 06-81,released June 16, 2006.xiii Registry of Interpreters for the Deaf. Team Interpreting Standard Practice Paper, Retrieved March 13,2007, fromhttp://rid.org/xiv Registry of Interpreters for the Deaf. Use of a Certified Deaf Interpreter Standard Practice Paper, Retrieved March20, 2007, from http://rid.org/xv Registry of Interpreters for the Deaf. About RID Overview. Retrieved June2, 2007, fromhttp://rid.org/aboutRID/index.cfmxvi Registry of Interpreters for the Deaf. Certification and Certificates, Retrieved June 2, 2007 fromhttp://rid.org/education/edu_certification/index.cfm. “RID certificates indicate that an interpreter was assessed andawarded certification by RID. This includes the NAD-RID National Interpreter Certification (NIC). However, RID alsorecognizes other certificates assessed and awarded certification by an organization outside of RID.” i.e. NAD certificationxvii Moser-Mercer, B. (2003). Remote Interpreting: Assessment of Human Factors and Performance Parameter.International Association of Conference Interpreters. Retrieved March 13,2007, fromhttp://www.aiic.net/community/print/default.cfm/page1125xviii Registry of Interpreters for the Deaf. Team Interpreting Standard Practice Paper, Retrieved March 13,2007, fromhttp://rid.orgxix Registry of Interpreters for the Deaf. NAD-RID Professional Code of Professional Conduct. Retrieved June 2,2007, from http://rid.org/ethics/code/index.cfm