UK Council on Deafness

Video Interpreting

Information for service providers on using a video interpreting service

Customer Charter
When you see this symbol:

1. There is a video interpreting service available between 10am and 4pm unless otherwise indicated.
2. Members of staff are aware of the VI service and know how to operate the system.
3. Members of staff are deaf aware.
4. The VI service will only be offered when appropriate.
5. The customer has the right to refuse the VI service, and request an alternative.
6. The sound and picture are of a high quality.
7. The video interpreter is qualified and registered in the UK.
8. The participants can end the meeting if they feel that it is not effective to continue.
9. The customer will not be charged for using the video interpreting service.
10. An accessible complaints procedure is in place for the customer.

Background

This document describes conditions for remote British Sign Language (BSL)/English video interpreting services provided by means of videophones or computers with video software. This service is of high value as it enables deaf and hearing people to communicate with each other effectively and it helps you to provide services to a group of people that would otherwise be out of your reach.

These standards seek to ensure that you can be confident that you offer a minimum level of access to deaf people who use BSL, whilst they know what they can expect when they see the video interpreting symbol.

The video interpreting symbol
The video interpreting logo was developed in order to enable deaf people who use BSL to identify those organisations who have the facilities to access a video interpreter. RNID commissioned the development work with financial support from The Big Lottery and Bridge House Estates Charitable Trust.

The video interpreting symbol is available to any service provider that commits to maintain the standards described in this document and they may display the symbol or use it on promotional materials.

Video interpreting services
A video interpreting service provider (VISP) delivers the expertise of a BSL/English interpreter via videophone as opposed to in person. You can access the service via a video link, using ISDN or Internet (IP) connection (broadband/ADSL). It is available instantly or at very short notice.

Your VISP will be able to advise you of how to connect to their service. Some will require a booking prior to the interpreting session, some will offer their services instantly.

Depending where your VISP is based they may have to be registered with a professional organisation such as SASLI. They can advise you of the appropriate complaints procedure.

You should also be aware as to what subject matter your VISP feels is not appropriate to deal with video interpreting and what will happen if the interpreter feels the subject matter is not appropriate.

What is British Sign Language?
BSL is the most widely used method of signed communication in the UK. It uses both manual and non-manual components - handshapes and movements, facial expression, and shoulder movement. BSL is structured in a completely different way to English and like any language it has its own grammar.

In March 2003 the UK Government recognised BSL as a language in its own right. There are no accurate statistics as to the number of deaf people in the UK whose first language or preferred language is BSL, but estimates range from 50,000 to 70,000.

What does a BSL/English Interpreter do?
A BSL/English interpreter helps BSL users and hearing people to communicate effectively with each other. In this country, the interpreter translates between English and BSL. BSL/English interpreters also need to learn about deaf culture and the deaf community.

Section 2

Explanation of the Customer Charter to the service provider

1. There is a video interpreting service available during opening hours [or other hours].

The symbol is a practical visual signpost for deaf people.

When you display the symbol it signals that a video interpreting service is available throughout core opening hours, 10am to 4pm. If this is not the case for any reason you must state this clearly on the symbol.

A customer must be able to indicate whether they want to use the video interpreting service.

You can use the symbol in advertisements and documents to show that you offer the service. You can also use it in general accessibility guidance documents.

2. Members of staff are aware of the VI service, and know how to operate the system.

You have to make sure that all frontline staff are aware of the VI service. You should always have a member of staff who knows how to operate the equipment to connect to a VI service. You can achieve this as part of front line staff induction training, deaf awareness training or training delivered by a VISP.

3. Members of staff are deaf aware.

You should take steps to ensure that frontline staff (reception, information services, customer service and so on) are deaf aware. It is your responsibility to ensure that staff within the company/organisation, where the symbol is displayed, can of interact with a deaf customer who uses BSL from the initial greeting through to completion of a video interpreting assignment.

4. The service provider will only use the VI service when appropriate.

Video interpreting is not designed as a replacement for face-to-face communication, nor as a one-stop communication solution for all deaf people. Service providers can use the following checklist to decide if using a VI service will meet their deaf customer's needs.

4.1 Video interpreting is designed for use with deaf people who use British Sign Language (BSL). For deaf people who use English or who have specific needs in relation to BSL it is recommended that you seek other forms of communication support.

4.2 Video interpreting is best suited to one to one meetings such as one deaf person communicating with one hearing person. It is not possible to catch more than one person on the camera, which makes it difficult to manage a situation with more than one deaf person.

4.3 Allow for breaks. Video interpreting is physically and mentally tiring and therefore it is recommended that you make sure the interpreter and the customer has a break every 30 minutes for 10 minutes. Your VISP will advise you what their procedure is for breaks but you should always be aware that the customer might need a break as well.

4.4 Subject matter likely to impact directly on the welfare of the deaf person is not appropriate to video interpreting. This includes police & criminal proceedings, employment & welfare-related tribunals and serious medical settings. All parties are obliged to consider the content of the assignment, and each has the right to withdraw should it be evident at the beginning, or during the assignment, that the content is inappropriate.

4.5 If either the deaf customer or interpreter finds that the video interpreter may have a potential conflict of interest, then the service provider should terminate the session until another interpreter is available. Conflict of interest may include interpreters who have a personal or professional relationship with the deaf customer.

5. The customer has the right to refuse the VI service, and request an alternative. The service provider must make this adjustment, if it is reasonable for them to do so.

For further guidance on the Disability Discrimination Act 1995 and the reasonable adjustments that a service provider can make, see the additional information section at the end of this document.

6. The picture and sound are of a high quality.

For any brand of videophone, transmission of the picture will be better if there is a clear, plain background, ideally in a quiet space with minimal disturbance.

7. The video interpreter is qualified and registered in the UK.

You should be confident that your video interpreting service provider uses qualified and registered BSL/English interpreters.

In England Wales and Northern Ireland, an interpreter should be a Member of the Register of Sign Language Interpreters (MRSLI) and registered with CACDP by the Independent Registration Panel (IRP). These interpreters have completed recognised training courses, and meet the nationally recognised standards in interpreting. They are full members of the interpreting profession.

In Scotland, an interpreter should be registered with the Scottish Association of Sign Language Interpreters (SASLI), as a Registered Interpreter the equivalent of MRSLI.

The service provider should be able to expect from the VISP that the interpreter has received additional training to work through the medium of videophone.

8. The participants can terminate the meeting if they feel that it is not effective to continue.

There may be circumstances where communication between the deaf person and interpreter is not satisfactorily understood or competent, for example, because the deaf customer uses a regional variation of BSL that the interpreter cannot understand. Should this be the case the service provider will terminate the session after the circumstances have been explained to all parties.

If technical difficulties are interfering with the quality of the communication between participants, and this cannot be instantly resolved, the service provider should terminate the VI call. If the technical difficulty is unlikely to occur again in the next call, the service provider should try to attempt re-connection until a satisfactory communication level is achieved.

9. The customer will not be charged for using the video interpreting service.

Under the Disability Discrimination Act 1995 (DDA), service providers cannot pass the cost of providing BSL/English interpreters as a reasonable adjustment on to deaf people. Such costs will be part of the service provider's general expenses/running costs.

10. An accessible complaints procedure is in place for the customer.

A service provider must offer the standard route of comment or complaint to deaf customers.

These routes must be accessible to BSL using customers and should include comment on access measures such as the video interpreter service provision.

Service providers are responsible for providing a good quality of service. They must deal with complaints and other feedback that deaf customers may have. To help them, the service providers should include within their contract with the VISP a mechanism to deal with complaints effectively and to incorporate feedback from deaf customers in improving the standards of service.

Section 3

Practical guidelines

Setting up a videophone

It is important that you think carefully about where to position a videophone, and how to arrange the area.

• Privacy - the videophone should be in a place that allows private conversation, to ensure calls remain confidential. If your organisation does not have a small room, you could put a screen around the videophone. If you keep details of video interpreting assignments for statistical purposes, you must maintain them in accordance with the Data Protection Act.

  Recording, by any party, of part or whole of a video interpreting assignment is forbidden without the express, and recorded, consent of all parties. The presence of non-participatory observers during a video interpreting assignment, for example for training purposes, must be openly declared and the express consent sought of all parties.

• Quiet - avoid setting up in an area where there is likely to be a lot of background noise or activity, or where you may be interrupted. A busy environment affects concentration (and means the call may not be confidential). It can make the conversation very difficult for hearing people.

• Good lighting - the video BSL/English interpreter should be able to see the customer clearly; otherwise communication or information may be not come across. Check that person using the phone at your end is well lit from the front and above.

• Only the deaf person needs to be in front of the camera - make sure there is enough space in front of the videophone camera one or two metres from the screen. The camera must catch the deaf person from top of their head to their waist.

Using the video phone and a video interpreting service

You could put this down as 'steps' :

1. Positioning
2. The service provider makes the connection
3. The interpreter comes on screen - performs 'identity' check and quality check
4. The service provider starts
5. ….
6. The service provider closes the meeting and hangs up.

• Positioning - only the deaf person need be in front of the videophone camera. The hearing person should sit where they are able to maintain eye contact with the deaf person and hear the interpreter clearly. The deaf customer may not be familiar with your videophone or videophones in general. Be certain therefore that you have explained the procedure to the deaf customer. We have produced a separate leaflet for the deaf customer.

• Connection time - be prepared to wait for a few two seconds to allow the videophone to call and establish a connection.

• Etiquette - interpreted conversation takes longer than non-interpreted and sometimes it can be confusing knowing when it is your time to speak. Look at your deaf customer for clues like eye contact and listen to the interpreter who will help signal whose turn it is to communicate. This becomes easier with practice.

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