UK Council on Deafness

Video Interpreting

Guidelines for video interpreting service providers

Customer Charter
When you see this symbol:

1. A video interpreting service is available between 10am and 4pm unless otherwise indicated.
2. Members of staff are aware of the video interpreting service and know how to operate the system.
3. Members of staff are deaf aware.
4. The service provider will only use the VI service when appropriate.
5. The customer has the right to refuse the VI service, and request an alternative.
6. The picture and sound 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 service provider will not charge the customer for the video interpreting service.
10. An accessible complaints procedure is in place for the customer.

Section 2

What does the Customer Charter mean for video interpreting service providers (VISP).

The charter is relevant for those organisations providing a video interpreting service-also known as VRI video remote interpreting. A VRI service is where the deaf and hearing customers are at the same venue and the interpreter is in another location.

As a VISP, you should:

• Advise the service provider of how to connect to your service, whether it will require a booking prior to the interpreting session, or if you will offer your services instantly.

• Tell the service provider what subject matter you as a VISP feel is not appropriate to deal with using video interpreting and what will happen if your interpreter feels the subject matter is not appropriate.

• Inform the service provider of your procedures:

  when a service provider makes the call, the interpreter performs the 'identity' and 'quality' check, and you have guidelines in place about what to do when something goes wrong - including who is responsible.
  For example, what do you do if the interpreter finds that the subject matter is not suitable for the VI service? The interpreter should be taken on their word, but this should be made clear prior to the call.

Depending on where your VISP is based, they may have to be registered with a professional organisation such as SASLI, in Scotland, which will be able to advise you of the appropriate complaints procedure.

1. There is a video interpreting service available during opening hours [or other hours].
The symbol is a practical visual signpost for deaf people. You as a video interpreting service provider (VISP) and the service provider have to agree in their terms and conditions what the hours of availability are.

2. Members of staff are aware of the VI service, and know how to operate the system.
It is expected that members of the service provider's staff are aware of the video interpreting service and know how to operate the system. As a VISP you may support the service provider by offering training and guidance on how to connect to your service.

3. Members of staff are deaf aware.
It is expected that members of the service provider's staff are deaf aware.

4. The video interpreting service will only be offered 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. A video interpreting service provider should only promote their services for circumstances where it is appropriate.

4.1 Video interpreting is designed for deaf people whom use British Sign Language (BSL).

4.2 Video interpreting is best suited to one to one meetings such as one deaf person communicating with one hearing person. More people participating becomes difficult for the interpreter to manage and will impact on the quality of service.

4.3 Video interpreting is physically and mentally tiring and therefore you should give the interpreter and the customer a break every 30 minutes for 10 minutes. Either party has the right to determine shorter or longer periods of assignment.

4.4 Subject matter likely to impact directly on the welfare of the deaf person is not appropriate to video interpreting. This would include 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) find that there is a potential conflict of interest with using the interpreter at the VI service, then the session should be terminated until another interpreter is available. Conflict of interest may include interpreters who have a personal or professional relationship with the deaf customer.

4.6 If the interpreter finds that the subject matter is not suitable for the VI service, the session may be terminated. The interpreter should be taken on their word, but there should be clear guidelines as to what may be inappropriate for the service. The service provider should be made aware of the type of issues that are not appropriate.

5. The deaf customer has the right to refuse the VI service, and request an alternative.
It is accepted that a video interpreting service is no substitute for having a face-to-face interpreter. Therefore a deaf person has the right to refuse the VI service if they feel the subject matter is not appropriate to be dealt with via videophone, or they are not comfortable using a VI service.

6. The sound and picture are of a high quality.
Video interpreting service providers undertake to ensure that their technical equipment is of an appropriate standard.

7. The video interpreter is qualified and registered in the UK.
A video interpreting service provider should only staff the service with 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 the CACDP by the Independent Registration Panel (IRP).
In Scotland an interpreter should be registered with SASLI as a Registered Interpreter-the equivalent of MRSLI

These interpreters have completed recognised training courses, and met the nationally recognised standards in interpreting. They are full members of the interpreting profession.

It is reasonable that a VISP would provide additional training opportunities for interpreters before they start work using the videophone.

8. The participants can terminate the meeting if they feel that it is not effective to continue.
Due to a gap in BSL fluency, regional variations, or lack of visual resolution due to environmental matters, there may be circumstances where communication between the deaf person and interpreter is not satisfactorily understood or competent. Should this be the case, the session will be terminated after the circumstances have been explained to all parties.

If technical difficulties are interfering with the quality of the communication between participants, they have the right to terminate the VI call and attempt re-connection until a satisfactory communication level is achieved.

9. The deaf customer will not be charged for using the video interpreting service.
Under the Disability Discrimination Act 1995 (DDA) - Reasonableness, the cost of providing BSL/English interpreters as part of a service is not to be passed 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 customers and should include comment on access measures such as the video interpreter service provision.

A service provider and a video interpreting service provider should include within their contract a mechanism to engage with deaf complainants and incorporate deaf customer input.

Section 3

Practical guidelines

• Privacy - the interpreter's work area is private and all calls remain confidential. If you keep details of video interpreting assignments for statistical purposes, you must maintain the details 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.

• Good lighting - it is important to light the interpreter workspace effectively to eliminate shadow and ensure hand and facial movement are clear.

• Background - a plain background with a matt finish will reduce glare and contribute to the quality of the visual signal. Blue or green have been identified as the most appropriate colours to provide contrast with skin colour.

• Clothes - worn when making a videophone call should be in a contrasting colour to the hands and should be of plain material.

[Back to Video Remote Interpreting for BSL users]

UK Council on Deafness, Registered Charity Number 1038448

Your use of this site is in accordance with our Privacy Statement

© UK Council on Deafness, 2003-5.