Using Video Interpreting
in the Workplace
Richard Schatzberg
Executive Chairman and Founder,
Aequus Technologies
Jeff Rosen
General Counsel and VP of Governmental Affairs, Snap!VRS
Melinda Evans
Global Diversity and Compliance Programs Director, CSC
June 25, 2009
DBTAC National Network of ADA Centers
1-800-949-4232 [voice/tty]
adata.org
Discussion Topics: An Overview
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Interpreting Methods: In-person versus Video Interpreting
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Definitions of Video Relay Services & Video Remote Interpreting
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Network Security
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Costs
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Federal, State Regulations and Guidelines
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Making Decisions to Use VRS and/or VRI
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Examples of How VRS & VRI Can Be Used in the Workplace
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What Snap!VRS Provides
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Questions & Open Discussion
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Interpreting Methods
Definitions & Requirements
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Interpreting Methods
Advantages
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Interpreting Methods
Disadvantages
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Video Relay Services (VRS)
Video Relay Services &
Video Remote Interpreting
Determining Which to use is a Matter of Geography
Video Remote Interpreting (VRI)
Network Security
Creating Accessibility While Maintaining Network Security & Managing Costs – A Range of network security setups exist form simple to complex
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Costs
What Do the Employer & Employee Pay For?
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Costs
What Do the Employer & Employee Pay For?
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Costs
What Do the Employer & Employee Pay For?
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Key Federal Regulations for VRS
What is the Law?
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Confidentiality. Interpreters are prohibited from disclosing the content of any relayed calls regardless of content and from keeping any information relating to the call beyond the duration of the call.
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Non-Preferential treatment. VRS providers must handle calls in the order in which they are received. They cannot selectively answer calls from certain consumers or certain locations.
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Call Content. Interpreters are prohibited from intentionally altering a relayed conversation and must relay all of the conversation unless the relay user specifically requests summarization. All calls must be conducted in real time.
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Key Federal Regulations for VRS
What is the Law?
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Competence. A “qualified interpreter” is able to interpret effectively, accurately and impartially, both receptively and expressively, using any necessary specialized vocabulary.
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24/7 Operation. Call centers must operate 24 hours a day, 7 days a week. VRS providers must have redundancy features in their networks and call centers functionally equivalent to the equipment in normal telecommunications offices, including uninterruptible power.
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Key Federal Regulations for VRS
What is the Law?
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911. For emergency calls (for example, calling the fire or police department), a VRS CA may not be able to automatically direct the call to the appropriate emergency service provider or know the caller’s location. Emergency calls should be placed by dialing 911 directly on a TTY using the regular telephone network.
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Telecommunications. VRS may not be used to interpret for people in the same room, which should be handled through the use of an in-person interpreter or through video remote interpreting (VRI). VRS is intended to allow persons who are deaf and heard of hearing to have access to communications services that are functionally equivalent to the services available to hearing individuals using a telephone.
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Making Decisions to use VRS/VRI
What are the Benefits?
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How many deaf employees does your company have?
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What are their interpreting needs?
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Do your deaf employees communicate with internal colleagues or external vendors, customers, or agents?
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Would they prefer to communicate using ASL (versus text/email) if available?
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Would access to video interpreting increase their productivity and job satisfaction?
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Is there a burden placed on your staff to schedule on-site interpreters? Is it cost prohibitive?
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Is access to and the lead-time to find on-site interpreters a problem for you? Are on-site interpreters in short supply?
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Would video interpreting solutions provide greater inclusion in the workplace for your deaf and hard of hearing employees?
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Workplace Case Studies
How are VRS/VRI Being Used in Corporations Today?
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Computer Sciences Corporation
What Factors Made CSC a Successful Implementation?
CSC recognizes:
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While voice systems such as the telephone revolutionized both public and private communications it presented a barrier to hearing impaired individuals.
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In the workplace the telephone becomes useless for the hearing impaired;
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While there are alternatives communication methods that CSC provides, this technology solution gives the hearing impaired employees the opportunity to participate in many more activities.
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Computer Sciences Corporation
What Factors Made CSC a Successful Implementation?
CSC believes:
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Breaking down barriers means finding ways to support employees who may have a disability;
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While cost may be a concern it is important to explore all avenues in finding a solution;
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Most employees need some type of tool to be successful, whether a PC, blackberry, etc.;
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All employees should, where feasible, be provided with the tools necessary that allows them to reach their full potential.
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Computer Sciences Corporation
What Factors Made CSC a Successful Implementation?
CSC knows:
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Our program to promote and provide Video Phones benefits the company as much as the employee;
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Non-hearing impaired employees will feel more comfortable communicating with the hearing impaired employee as the program progresses;
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The real success is when the Video Phone becomes just another tool in the workplace.
CSC and Snap!VRS engineers partnered to ensure:
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The network configuration provided security from intrusion;
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The end users have the tools necessary to effectively use the equipment.
Superior Form Factor
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Convenient stand-alone desktop appliance does not require a PC or television.
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Easier network integration and installation enabled by use of SIP protocol.
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Greater portability for use within the office; travel with Ojo.
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Ergonomic and stylish design creates visual appeal.
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What Does SNAP!VRS Provide
Ojo™ Video Phone
accessaphone™
Total Conversation
“Higher Quality Call Experience”
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Interpreters are bound by Agreement to ensure customer privacy and confidentiality of video communications.
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Nationally certified interpreters; receive world-class training.
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Positive work environment enables customers to benefit from cheerful interpreters; employer of choice for interpreters.
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Customers receive a fast speed to answer when placing VRS calls.
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What Does SNAP!VRS Provide
New Advance Features
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Ojo built-in video mail enables customers to never miss a call.
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High quality video format (SIP) creates a true-to-life call experience.
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10-digit & IP-address dialing feature.
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1-way Voice-Carry-Over (VCO); audio pass-through for hearing caller.
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accessaphone Total Conversation (ATC) - integrated text with audio/video (pending).
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What Does SNAP!VRS Provide
Engineering Services
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On-site live demonstration of the solutions for the lead customer contact, potential end-users, and network engineers.
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Demo units shipped to network engineers prior to testing.
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Network testing performed in cooperation with corporate network engineers designed to identify a compatible, secure, and reliable networking solution.
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Network consulting and server development, configuration and installation support services for Session Border Controllers (SBCs), RTP Relay, or other network solutions.
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What Does SNAP!VRS Provide
Installation Support
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10-digit phone number offering and phone provisioning handled through Snap!VRS data centers.
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On-site installation services, including one-time install and service call.
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Annual on-site maintenance program offered as an option to enterprises.
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Remote technical and customer support offered through video, email, or text.
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What Does SNAP!VRS Provide
Training & Education
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Formalized orientation & functionality training, including “train-the-trainer”, available on-site or remotely via Snap!VRS technical team.
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ASL videos and text-based tutorials available online for both end-users and HR and IT professionals.
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Diversity training for hearing individuals & managers.
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On-going training of new employees.
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What Does SNAP!VRS Provide
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Open Discussion
&
Questions
THANK YOU!
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Contact Information
Jill Houghton
DBTAC: Southeast ADA Center
(954)461-4726 [voice]
Jeff Rosen
VP & General Counsel Snap!VRS
(845)652-7107 [voice]
Melinda Evans
Global Diversity & Compliance Program Director
Computer Sciences Corp.
(301)429-8541[voice]
Richard Schatzberg
Executive Chairman Snap!VRS
(845)652-7101 [voice]
Please Feel Free to Reach Out to Us at Your Discretion
DBTAC: Southeast ADA Center
Toll-free: 1-800-949-4232 [voice/tty]
Fax: (404) 541-9002
Web:
Email:
Education Credits
CEU Credit (.1)
Approved by the University College at Syracuse University
To earn .1 CEU credit, you must meet the following requirements:
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Participate in the 1.5 hour webinar on June 25, 2009.
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DEADLINE July 1, 2009, submit Participant List and CEU Form to the DBTAC: Southeast ADA Center by fax (404) 541-9002.
NOTES:
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The Participant List must still be submitted to verify attendance, even if you are the only participant.
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If more than one participant, on the day of the webinar, provide the Participant List as a sign-in for participants and distribute the CEU form to each participant that is seeking CEU credit.
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Participant List and CEU Form available at: =503
Disclaimer
The DBTAC: Southeast ADA Center (Southeast DBTAC) is authorized by the National Institute on Disability and Rehabilitation Research (NIDRR) to provide information, materials, and technical assistance to individuals and entities that are covered by the Americans with Disabilities Act and its Amendments (ADA) under Grant No. H133A060094. However, you should be aware that NIDRR is not responsible for enforcement of the ADA. For more information or assistance, please contact your regional DBTAC via the National Network of ADA Centers' web site at or by calling 1-800-949-4232 [voice/tty].
The information, materials, and/or technical assistance are intended solely as informal guidance, and are neither a determination of your legal rights or responsibilities under the Act, nor binding on any agency with enforcement responsibility under the ADA. The Burton Blatt Institute at Syracuse University (BBI) does not warrant the accuracy of any information contained herein. Any links to non-BBI information are provided as a courtesy. They are not intended to nor do they constitute an endorsement by the BBI of the linked materials.
Copyright Information
This work is the property of the
DBTAC: Southeast ADA Center
Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.