Introduction
Video Relay Service (VRS) is a critical communication tool for the Deaf community, enabling them to make and receive phone calls through the use of live sign language interpreters. By bridging the gap between ASL and spoken language, VRS ensures that Deaf individuals have equal access to communication, whether for personal, professional, or emergency purposes.
In this blog post we share insider insights that VRS interpreters typically keep to themselves. These behind-the-scenes perspectives will shed light on the unique challenges and experiences that VRS interpreters face daily, highlighting the dedication and professionalism required to perform their crucial role effectively.
1. The Emotional Toll on VRS Interpreters
Description
Interpreting emotionally charged or sensitive conversations can be draining. VRS interpreters often handle calls involving personal, medical, or legal issues that can be emotionally taxing. These calls may include delivering difficult news, discussing intimate personal matters, or navigating high-stakes legal conversations. The nature of these interactions requires interpreters to maintain a high level of professionalism and emotional control, even as they internalize the stress and emotional weight of the content.
Insight
Despite their professional demeanor, interpreters may need time to disconnect and decompress after difficult calls. The emotional toll can accumulate, making it essential for interpreters to have effective coping strategies and support systems in place. Taking breaks, seeking peer support, and engaging in self-care activities are crucial for maintaining their mental health and well-being.
Understanding this hidden aspect of their role helps to understand the dedication and resilience required to perform their job effectively.
2. Dealing with Rude or Difficult Callers
Description
VRS Interpreters occasionally face individuals who are disrespectful, impatient, or uncooperative. These interactions are most challenging for interpreters when the disrespectful behavior is aimed directly at them. The stress of these situations is compounded by the fact that VRS interpreters are generally not allowed to disconnect from their Deaf callers.
Insight
VRS interpreters need specific training in this area in order to have the tools that will inform the judgment needed to navigate the situation. It is critical that VRS interpreters always handle these situations with calmness and professionalism to prevent the situation from further escalating. When a caller’s behavior is sufficiently egregious the interpreter should utilize their reporting channels to inform their management and seek support regarding the situation. Despite the challenges disrespectful callers present, the VRS interpreters’ goal is always to facilitate clear, accurate communication to ensure that the individual can conduct their business over the telephone.
Understanding this aspect of VRS interpreting gives insight as to what may impact an interpreter’s demeanor for the next call.
3. The Diversity of Calls
Description
VRS Interpreters handle a wide variety of call types daily.From business meetings to personal conversations, the range of topics is vast and unpredictable. VRS interpreters may switch from interpreting a medical consultation to a legal discussion, followed by a casual family chat, all within a single shift. This broad spectrum of subjects means they must be prepared for anything, requiring a diverse knowledge base and the ability to quickly adjust to different contexts. In addition, because calls come in from all over the country, each call presents its own unique accents, vocabulary, and nuance. This requires that VRS interpreters are always learning to better understand the various signing styles and vocabulary choices Deaf people employ to communicate their ideas.
Insight
The diversity of calls requires VRS interpreters to be exceptionally adaptable and knowledgeable across multiple subjects. They must continually expand their understanding of different terminologies and context-specific language to effectively interpret various types of conversations. This constant learning process helps interpreters to stay proficient in handling the nuances of different signing styles and regional variations. Moreover, their ability to swiftly adjust to different contexts ensures that the communication remains clear and effective, regardless of the topic.
Understanding this adaptability of VRS interpreting helps one appreciate the depth of the interpreter’s skills and their commitment to providing high quality service regardless of the situation.
4. Navigating Flirtatious or Inappropriate Behavior
Description
Female VRS interpreters (and from time to time male VRS interpreters) occasionally have to handle flirtatious or inappropriate behavior from callers. Generally the inappropriate behavior doesn’t exceed flirtatious compliments such as “you look pretty today” or “wow you’re beautiful! This flirtatious behavior can create uncomfortable situations for the interpreter and distract from the main purpose of the call. VRS interpreters are professionals who simply want to connect the call while providing top notch services.
Insight
VRS interpreters often employ a number of different tactics to help ensure that professional boundaries are maintained. Some of these tactics include not wearing makeup to work, not engaging with the caller, and simply being polite to move the conversation along. If the behavior ever crosses into sexual assault territory (the caller revealing themselves to the VRS Interpreter), the VRS interpreter is permitted to disconnect the call and immediately report the interaction to their management. It is also recommended that VRS interpreters who encounter this behavior disconnect from the system and seek the support they need. The vast majority of calls do not result in this but the behavior does happen.
Understanding the inappropriate behavior that VRS interpreters occasionally encounter highlights an aspect of interpreting that is rarely discussed.
5. The Importance of Confidentiality
Description
VRS interpreters are bound to confidentiality by the FCC (Federal Communications Commission) and the RID Code of Professional Conduct. Every call VRS interpreters handle involves private and potentially sensitive information, whether it's a personal conversation, medical consultation, or legal matter. The VRS interpreters are trained to maintain the highest levels of discretion, ensuring that no details of the conversations they interpret are disclosed to unauthorized parties. One important distinction is that this does not apply to content that is outside the scope of the call. For example, when connected to a VRS interpreter, confidentiality does not apply until the call has been connected. Content that is communicated to the interpreter prior to the call being connected is not protected by confidentiality under the FCC.
Insight
VRS interpreters cannot share details of any call, ensuring privacy and trust for all parties involved. This commitment to confidentiality is fundamental to the trust between interpreters and their clients. It allows Deaf and hearing individuals to communicate openly, knowing that their information will be handled with the utmost care and respect. By upholding these standards, interpreters provide a safe and secure communication channel for all users.
Understanding this commitment to confidentiality reinforces confidence that the VRS interpreter will not share private consumer information, thus providing a safe communication environment.
Conclusion
In this blog post, we've explored five key insights that VRS interpreters typically keep to themselves: the emotional toll of interpreting, dealing with rude or difficult callers, handling the diversity of calls, navigating flirtatious or inappropriate behavior, and the importance of confidentiality. These insights highlight the multifaceted challenges and the high level of professionalism required in the role of a VRS interpreter.
The dedication and expertise of VRS interpreters are essential in bridging communication gaps and ensuring that Deaf and hard of hearing individuals have equal access to communication. Their ability to manage a wide range of situations with calm and professionalism underscores their vital role in the community.
What Are Your Thoughts or Questions About The Behind-The-Scenes of VRS Interpreting?
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