Category: Blog

Which aspects of daily life do you want to have access to? Is it important that you be able to have a career and financial independence? Get an education? Shop? Go out to eat? 

For Deaf and hard-of-hearing individuals, effective communication is vital for full participation in professional and social life. While telecommunications relay services (TRS) were a groundbreaking step for communication accessibility, phone calls alone are not enough for full inclusion and job opportunities for Deaf and hard-of-hearing people. 

It’s imperative that businesses and organizations embrace broader accessibility solutions, and innovative technology has made it realistic to implement them in situations where full inclusion seemed implausible even a few years ago. 

Navigating life with hearing loss

Generations of Deaf and hard-of-hearing (DHH) people made their way in the world prior to assistive technologies, but the creation of federally funded telecommunications relay services (TRS) in the early 1990s aimed to spark a fundamental change: to ensure access to tools for millions of Americans with hearing loss to not merely get by, but to thrive.

Interpreting and captioning services remain powerful tools for DHH people to claim their social and financial independence and excel where they learn and work.

• The World Health Organization (WHO) currently counts more than 1.5 billion people worldwide with hearing loss.
• It estimates that by 2050 that number will rise to 2.5 billion.¹

That projection includes more than 700 million people with disabling hearing loss — 10 percent of the world’s population — who will need assistive technology to maintain their independence and fully participate in education, work, and community.

That means interpreting and captioning need to be widely available beyond phone calls. We’re going to discuss how and why businesses and organizations should start adapting their inclusion measures to provide:

• Accessibility in the workplace
• Accessibility in education
• Accessibility in retail and hospitality

The role of federally funded Telecommunications Relay Services (TRS)  

Accessible communications technologies for the Deaf and hard of hearing have come a long way from the early days of teletypewriters (TTY). 

It’s been more than 20 years since Video Relay Service (VRS) first became available in the U.S., with the Federal Communications Commission (FCC) introducing regulations for the service in 2002.  

At the time, it was groundbreaking — for the first time, a way for Deaf and hearing people to talk over the phone, each in their primary language. The response was overwhelming: 

Sorenson, the world’s leading provider of communication solutions for the Deaf and hard of hearing, made its mark in VRS, and that’s still what most people associate with the company.

Federally funded captioned phone service followed in 2007, with IP CTS providing access to real-time text of phone conversations for people with hearing loss who needed captions to use the phone. It made phone calls accessible to hundreds of thousands of Americans who couldn’t hear well enough to understand their conversations otherwise. 

America’s leading captioned phone service, CaptionCall by Sorenson, launched in 2008 and became a lifeline for Deaf and hard-of-hearing individuals and their families, restoring confidence and independence for people who, for years, hadn’t been able to communicate by phone.

Both VRS and IP CTS remain essential tools for DHH individuals to connect on the phone at home, on-the-go, and even in the office. Sorenson routinely provides Lumina videophones and CaptionCall phones for employees at their workplace.  

Employers can also install the CaptionCall Mobile app on company-issued mobile devices so employees who qualify for the service can simply complete the in-app registration process to get captioned work calls. 

However, Americans’ phone use has changed: over the past 20 years, phone calls have declined as people rely more heavily on text messaging, social media, and email to communicate for personal and professional purposes. 

Think about it: how much of your day-to-day interaction happens over phone calls? 

Deaf and hard-of-hearing accessibility in the workplace 

Hiring Deaf and hard-of-hearing employees is a win-win, but both parties can only get the most out of their partnership if the work environment supports teams’ success.  

Expanding opportunities for Deaf, hard-of-hearing, and underserved communities is part of Sorenson’s mission, so we’ve written several in-depth guides to creating accessible and inclusive workplaces: 

• How to Create an Inclusive Workplace
• Guide to Hiring a Deaf Employee
• Representation and Inclusion in the Workplace

Simplified, creating accessibility in your workplace is a two-pronged process:  

1. Offer jobs for Deaf and hard-of-hearing talent. 
2. Provide the logistical and cultural framework to set them up for success. 

Job opportunities for Deaf and hard-of-hearing people 

Integrating accessibility into work culture is the equivalent of a neon sign announcing a company’s commitment to providing Deaf employment opportunities.

You already have hard-of-hearing employees in your workplace, even if you don’t know it. While many people with hearing loss don’t disclose it to their employer or coworkers, 15% of Americans have some level of hearing loss, and the majority of them are in the workforce.

Deaf workers, on the other hand, can’t conceal their disability as much as those with mild to moderate hearing loss, and a lack of accommodations is more likely to impede their ability to thrive in their jobs. 

Wait…is hearing loss a disability under the ADA? 

Yes, the Americans with Disabilities Act (ADA) protects people with hearing loss from discrimination and requires that certain government, businesses, and non-profits provide them the same opportunities as hearing people, including effective communication. 

Despite federal law prohibiting many entities from discrimination in hiring because of hearing loss, Deaf people are unemployed and underemployed at a higher rate than their hearing peers. Results of the U.S. Census Bureau’s 2022 American Community Survey showed 50% of deaf or hard-of-hearing American adults were employed, compared to 71% of hearing adults.

Table 1: Deaf/hard of hearing vs hearing employment data (2022 American Community Survey).

The disparity in employment rates for DHH and hearing talent isn’t a matter of interest; the same survey found a higher percentage of the Deaf and hard-of-hearing community actively seeking work than their hearing counterparts.

It’s also not an issue of education or qualifications. DHH college enrollment and degree attainment has shot up over the past generation, with many focusing their studies on in-demand fields like healthcare and education. We’ll get into more detail about DHH education trends below.

Deaf and hard-of-hearing employment over the years 

The striking difference in employment among hearing and DHH adults hasn’t always been the case. 50 years ago, Deaf and hard-of-hearing Americans were working at same rate as hearing people. Data from 1974 showed DHH men’s workforce participation was 83 percent (compared to 80% for men as a whole) and 49% of DHH women in the workforce (compared to 44% of women as a whole).²

So what happened? Largely, a change in the job market: fewer of the manufacturing jobs that presented opportunities for workers with hearing loss and a surge of service industries — including retail and hospitality that largely do not have the accessibility measures to fully embrace DHH customers or employees.

Jump to accessibility in retail and hospitality

The lag in workplace accessibility for DHH talent to match the transition of job opportunities is no doubt a factor in the large percentage of that community absent from the workforce altogether. The 2022 American Community Survey found 44% of Deaf and hard-of-hearing American adults were not in the labor force, nearly double the rate of hearing adults (23%).

How to make the workplace more deaf inclusive  

It’s easier than you might imagine to create an inclusive workplace for Deaf, hard-of-hearing, and hearing colleagues to effectively collaborate and succeed.  

Providing the tools to support any employee to excel benefits entire teams and promotes job satisfaction for greater productivity and lower turnover. Those tools may range from simple team training to assistive technologies.

• Communication training: Brief teams on communication best practices that will benefit DHH employees and hearing employees alike:
  • Making eye contact while speaking
  • Taking turns rather than talking over each other 
  • Providing written meeting agendas and summary notes for the whole team 
  • Putting key communication in writing via email or messaging software 
  • Enabling captions in virtual meetings 

• Assistive-listening systems: Also known as assistive-listening devices, these amplify sound through a receiver — typically a hearing aid or cochlear implant, but also work with headsets. 
• Captioning services: Both real-time and post-production captions can provide clarity and greater comprehension for employees of all hearing levels, particularly those working outside of their primary language. 
• Phone call captioning: Federally funded IP CTS is available at no cost to individuals who need captions for their phone calls because of hearing loss. Eligible users can get a CaptionCall phone for their desk and use the CaptionCall Mobile app on the go to read every word of their phone calls and voicemail.
• Real-time captioning: Providing live captions for meetings, presentations, and training sessions may be an essential consideration for DHH employees, but it can enhance comprehension for hearing employees as well. Particularly in distracting situations with background noise, both hearing and DHH employees may rely on captioning to follow along and maintain focus. 
• Post-production captioning: Add captions to recorded video and audio content to make training videos, recorded events, and announcements accessible to Deaf and hard-of-hearing employees along with the majority of people who prefer captioned content. 
• American Sign Language (ASL) interpreting services: Sign language interpreting is an invaluable service for communication between Deaf employees who use sign language and their hearing coworkers, allowing both to use their primary language. Skilled interpreters are able to convey the content and context of statements in signed and spoken languages for full understanding. You have several interpreting options, including:
  • Scheduled video remote interpreting (VRI)
  • On-demand video remote interpreting
  • On-site interpreting 

Which interpreting service to choose? That depends on your specific situation and needs. We created a guide specifically to help make decisions about interpreting services: American Sign Language Interpreting Options.

Sorenson also offers complimentary consultation with accessibility experts on selecting the right services for your particular needs: 

Request more information about services

• Video Relay Service: Deaf individuals who use ASL may also use federally funded video relay service (VRS) for phone calls with hearing people. Those individuals may already have a VRS account for personal use, and with their employer’s authorization they can get a separate account for work use along with a videophone for their desk.As the leading VRS provider in the U.S., Sorenson provides service and videophones at work for thousands of Deaf employees, including its own.  
• Employee involvement: A critical element of workplace inclusion is including the perspectives of Deaf and hard-of-hearing employees, especially in accessibility considerations. No two DHH individuals have identical experiences or preferences; ask employees about what arrangements will best support them to excel in their work.

  You may want to include DHH employees in a conversation with Sorenson’s design consultants to better understand how different solutions would suit your workplace.

You can reach out to start that conversation here

Accessibility in education

In many ways, educators are ahead of the curve in accessibility, broadly providing interpreting and captioning services for hard-of-hearing and Deaf education for decades. They’ve had to be; since 1990, with the enactment of the ADA, many public educational institutions have been under federal mandate to provide reasonable accommodations to ensure equal access for students with disabilities.

The impact of giving DHH students accessible educational opportunities? They’re seizing them.

• Between the mid 1970s and 2010, the rate of DHH students attending college increased 360% (compared to a 37% increase for all students who finished high school).³
• While college enrollment among students with disabilities has grown by more than double the pace of enrollment among students of all abilities since the ADA took effect (19% vs 9% from 1990 to 2005), students with hearing loss experienced the most significant boost in participation of any disability category.⁴

Deaf and hard-of-hearing students in higher education 

While Deaf and hard-of-hearing students are increasingly pursuing education beyond high school, their paths do not exactly mirror those of their hearing peers.  

Data from the 2020 National Center for Education Statistics survey shows DHH students are more likely to enroll in associate’s degree programs than hearing students. (41% vs 37%) and are more likely to take online courses for some or all of their program, even prior to the COVID-19 pandemic

Table 2: Online learning among Deaf/hard-of-hearing and hearing undergraduate students in the U.S. (National Center for Education Statistics).

The pandemic escalated the trend of online learning that was already presenting a challenge to a cornerstone of traditional accommodations for DHH students: onsite interpreting alone will not cut it in the age of virtual classrooms.

With remote learning models seemingly here to stay, educational institutions must embrace a diversity of accessibility tools. Assistive technology for Deaf and hard-of-hearing students makes it easier to adapt to evolving educational environments:

• Closed captions and real-time captioning services compatible with video conferencing platforms is essential for DHH students and a valuable tool for hearing students as well.

While video editing software and video conferencing apps may have their own integrated captioning, the technology that auto-generates those captions doesn’t offer high enough accuracy for educational use, particularly for names, jargon, and speakers with accents.

• Video remote interpreting (VRI) is a flexible resource for virtual learning, streaming events and presentations, group discussions, or student-faculty conversations outside of classes.
• Scheduled VRI can accommodate nearly any video conferencing software, allows for interpreter selection and preparation for background and subject matter, and is appropriate for needs ranging from less than an hour to all-day events.
• On-demand VRI is a new option in the communication accessibility realm, capable of filling many of the gaps between anticipated interpreting needs.

Sorenson Express on-demand interpreting is available on a tablet or integrations with Zoom and Microsoft Teams for fast access to ASL interpreters in impromptu meetings, conversations outside regular class times, or quick questions on campus when an onsite interpreter isn’t around.

Despite significant progress following accessibility mandates, DHH students continue to lag behind hearing peers in both high school and college graduation rates. Expanding measures to provide educational equity is critical to closing the gap, particularly with the increase in these students attending mainstream schools.

Educational settings for Deaf and hard-of-hearing students 

There are roughly 50 residential schools for Deaf children across the U.S. and two dozen day schools that provide instruction in ASL so DHH students who sign can learn in their primary language alongside peers with similar educational needs and experiences. 

However, parents of children with disabilities have steadily been shifting them in growing numbers into mainstream schools for decades. While DHH students are still enrolled in specialty schools at a higher rate than children with disabilities as a whole, that number is also on the decline. 

Between 1989 and 2018, data from the National Center for Education Statistics tracked enrollment of students with disabilities collectively — not by specific type of disability — and shows enrollment in residential schools dropped by 80% while the number of students getting the majority of their educational instruction in a mainstream classroom more than doubled.

Table 3: Learning environments of U.S. students with any type of disability (National Center for Education Statistics).

Among Deaf and hard-of-hearing students specifically, numbers from the 2019 – 2021 academic years paints a less dramatic picture of the same trend of residential school enrollment dropping off as full-time education in mainstream classrooms grows. 

It’s worth noting that the rate of DHH enrollment in separate, non-residential schools for students with disabilities increased for the 2020 and 2021 academic years, coinciding with the pandemic when many mainstream schools transitioned to remote learning. Those virtual learning scenarios demand innovative approaches to accessibility.  

Table 4: Learning environments of Deaf and hard-of-hearing U.S. students (National Center for Education Statistics). 

While mainstream schools do, by federal mandate, provide interpreters and/or captioning solutions for DHH students, greater numbers of Deaf students in the classroom is driving up demand for accessibility solutions at the same time that remote and hybrid learning models necessitate new approaches to providing equitable experiences. 

Educators raise the bar on an innovative attitude toward inclusion, blending a variety of tools to provide accommodation for Deaf and hard-of-hearing students, using on-site ASL interpreters, captioning services, and adaptive teaching techniques like Visual Phonics for Deaf students to present the curriculum accessibly. For many schools, VRI is a missing piece of assistive technology for Deaf students. 

VRI as an asset for inclusive education 

For DHH students in traditional classrooms who use sign language, on-site interpreting remains an invaluable tool. But the teams who manage accessibility accommodations at schools across the country are experiencing the strain every day of coordinating daily onsite interpreting for an expanding DHH student body: 

• Varying availability of interpreters across the country, particularly in rural areas 
• Covering for interpreter absences 
• Maintaining state certification requirements 
• Rise of remote learning/working 

In addition to the challenges of meeting interpreting needs for students and staff during school hours, schools trying to provide student support after hours, special events, and communication with DHH family and community members can stretch their resources with video remote interpreting. 

• Scheduled VRI  is an ideal option for virtual learning, remote parent-teacher conferences and meetings, and after hours events. VRI also offers the flexibility to cover for interpreter absences or staffing shortages. 
• On-demand VRI provides a quick, convenient solution for unplanned interpreting needs. Sorenson Express is perfect for a tablet or mobile device for impromptu conversations with DHH students or family in administrative offices, in the hallways, or on the bus.  

Sorenson’s education team specializes in helping schools support students, faculty, and staff with effective accessibility solutions and interpreter training.

Reach out to discuss how to tailor services for your institution

Accessibility in retail and hospitality 

As federal mandates jump-started accessibility measures in government, education, and health care over the past 30 years, retail and hospitality have been slower to adopt inclusive communication solutions.  

This is due, at least in part, to the spontaneous nature of most interactions in these settings: customers don’t pre-arrange their fast food restaurant trips, making on-site or even scheduled VRI impractical for those situations. Instead, when there’s a need to communicate in retail and hospitality settings, many times DHH customers and staff make do with gesturing or writing notes back and forth. It suffices, but it’s hardly ideal for either party. 

We dive into the demand, benefits, and options for retailers to up their game in another post about Deaf inclusion in retail you can read here. 

Looking for a quick summary? We’ve got you covered. 

How do I make my business more deaf accessible? 

One of the big takeaways of our article on how we can be more inclusive to the Deaf and hard-of-hearing community is that customers — Deaf and hearing alike — are more willing to patronize businesses that make an effort to provide an inclusive experience. If you don’t provide one, they’ll find a competitor that does. 

The good news is that technology is making it feasible to provide accessible communication anytime, anywhere. On-demand video remote interpreting, specifically, addresses the most common challenge to providing Deaf and hard-of-hearing accessibility in retail and hospitality: it’s a mobile solution available on an as-needed basis. 

Sorenson Express on-demand VRI: 

• With the press of a button, get on-demand interpreting for ASL-English or ASL-Spanish. 
• Use on a tablet (Android and iOS) for an accessible communication solution staff can carry with them. 
• Subscription-based service customizable to the interpreting demands of a single small business up to a national chain with hundreds of locations. 
• Integrations for Zoom and Microsoft Teams for Deaf customer service for ecommerce and internal meetings with Deaf employees. 

Want to test drive on-demand interpreting to see if it’s right for your business? You can get a one-month trial of Sorenson Express to see the impact for your customers. 

Why invest in accessibility for Deaf and hard-of-hearing

It’s easier to maintain the status quo than to rethink the way we do things. So why change now? Because the status quo isn’t cutting it.

Deaf and hard-of-hearing people want and need full access to every aspect of society, and we need their participation. People with hearing loss make up 15% of the U.S. population, and that percentage is rising. Neglecting accessibility for the Deaf and hard-of-hearing means hobbling our workforce, undercutting academic potential, and overlooking a consumer base with upwards of $9 billion in spending power.⁵

Creating inclusive, accessible environments for the DHH community to thrive in everyday life is the path forward. Sorenson’s accessibility consultants can help businesses and organizations get started.

Take the first steps in improving accessibility by requesting information

Sources

1. Deafness and hearing loss
2. The Effect of Education on the Occupational Status of Deaf and Hard-of-Hearing 26-64 Year Olds
3. The Effect of Education on the Occupational Status of Deaf and Hard-of-Hearing 26-64 Year Olds
4. Comparisons Across Time of the Outcomes of Youth With Disabilities up to 4 Years After High School
5. A Hidden Market: The Purchasing Power of Working-Age Adults With Disabilities

Providers of sign language interpreting may offer several different solutions, all with different use cases, each with their own benefits. When considering which interpreting solution to choose, it is important to consider these uses and benefits. The major solutions are:

• On-Site interpreting
• Video Remote Interpreting (VRI)
  • Scheduled VRI
  • On-demand VRI
• Specialized Interpreting
• Video Relay Service (VRS)

Common interpreting needs

This is a different categorization than the types of interpreting need — such as education, legal, healthcare, retail, governmental, financial, or enterprise.

All interpreting requires fluency in the sign language and spoken language of the Deaf and hearing participants in the conversation. In the United States, this is American Sign Language (ASL) and usually spoken English, but there’s increasing demand for spoken Spanish.

Interpreting vs. translation

Interpreting solutions are different from translation. Many people use “interpreter” and “translator” interchangeably, but they are distinct roles. An interpreter works with the spoken word, converting speech from a source language into a target language. A translator works with the written word, converting text from the source language to the target language. This includes translating from the written word to a signed language.

Both interpreting and translating consider the style and tone of the message content as well as taking into account differences in culture, dialect, and setting. With few exceptions, translators typically work only in one direction at a time while interpreters usually work in both directions.¹

On-site interpreting

On-Site interpreting (also called in-person interpreting or face-to-face interpreting) means that the Deaf person, hearing person, and interpreter are all at the same location. One example of when this is the best choice is when all three parties are moving around, such as a new employee tour or a healthcare facility where patients need interpreting in multiple locations (reception, triage, exam room, etc.).

Other examples are:

• Academic or conference-type environments where multiple people may be speaking.
• Legal situations, such as court or contract signings.
• A team dinner at a restaurant.
• Job interviews where all parties are local.

You may also choose on-site interpreting when your location does not have an internet connection or video conferencing equipment for VRI.

Questions that often come up regarding on-site interpreting

Why do agencies charge for a required minimum time (generally two hours) or some sort of appearance fee for on-site interpreting?

On-site interpreters generally have appointments throughout the day for different people at different locations. They may start with a 9:00 appointment at one location then have subsequent appointments at multiple different locations.

The interpreter must travel to each location so they can’t follow that first 9:00 appointment with one immediately afterwards at 9:30 — that is logistically impossible. As a result, their scheduling must allow for travel as well as their time and service.

Scheduling in larger blocks of time also allows for the interpreter to be available for communication outside the actual appointment. While it may seem easy to calculate how long to schedule an interpreter for a medical appointment, for example, people frequently only consider the actual appointment itself. It is easy to forget to account for things like the interpreter and the client meeting prior to the appointment, the check-in with reception, staff calling the patient in and checking health history and preliminary testing, plus other necessary tests (bloodwork or x-rays for example) outside of the actual doctor/patient meeting.

Additionally, there are often unexpected delays which could happen at any stage of the visit. In this way, a simple 20 minutes appointment actually requires the interpreter for much longer.

Why do agencies sometimes send more than one interpreter?

Sign language interpreting is a mentally and physically taxing job. No matter how expert the interpreter is, after a long period of continuous interpreting, they will become mentally exhausted and unable to fully focus on the work of interpreting cultural and linguistic information between two languages. As a general rule, interpreters should have regular breaks of half the time they are present.² As such, the agency schedules two or more interpreters if the situation calls for continuous interpreting for a long period of time.

Video Remote Interpreting

Video Remote Interpreting (VRI) is a flexible solution for in-person or virtual conversations with an interpreter over video, which makes it appropriate for a range of use cases.

Just like on-site interpreting, one of the users — usually a business or organization — has a contract or account with a VRI provider for scheduled VRI, on-demand VRI, or both.

Scheduled VRI

Scheduled VRI is ideal for a pre-scheduled meeting — either online via any of the videoconferencing platforms such as Zoom or Google Meet with both the Deaf and hearing people in the same location and the interpreter in a remote location.

Some examples of pre-scheduled meetings are:

• Interviews
• Meetings with employees
• Parent-teacher conferences
• Doctor’s appointments

The interpreting agency assigns either an individual interpreter or a team of interpreters, depending on the length and complexity of the meeting. A significant benefit of scheduled VRI is the ability to consider the subject matter of the meeting when selecting interpreters and provide background information to prepare for the appointment. The user may even have a list of preferred interpreters the provider will attempt to assign when possible. This ensures the meeting has the appropriate interpreters for the users’ needs and, when possible, preferences.

On-demand VRI

On-demand VRI is the best solution when there is an unscheduled need, such as an emergency meeting or impromptu conversations. The VRI provider gives the user a contact number or app for a tablet, mobile device, or computer with a camera. In some situations, the VRI provider loans the user the equipment itself.

Some examples of use cases for on-demand VRI include:

• Unscheduled interviews, employee meetings, doctor’s appointments
• Walk-in visits to retail and hospitality businesses
• Pharmacies
• Utility offices
• Government services such as police, fire, and EMS as well as the DMV or Department of Workforce Services

On-demand VRI is generally first-come, first-serve. The user may get an interpreter immediately or there may be a waiting time until one is available. Either way, they get the interpreter that is next up from the pool of available interpreters.

This method of getting an interpreter quickly is sufficient for most situations. However, this has some limitations. On-demand VRI is best for quick conversations. If a meeting goes long, the interpreter may need to take a break and get another interpreter to take over; if the subject is complicated or has a lot of context dependencies, the new interpreter may take a few moments to get necessary context.

In addition, not every interpreter has the same experience level with the specialized language of law, medicine, or technical fields. The option of having a smaller pool of interpreters with this specialized experience to answer the calls from a particular user may be something the interpreting agency can arrange. But consider whether the need is great enough to accept the tradeoff of possible longer wait times to get an interpreter from that smaller pool.

Specialized interpreting

Some situations require specific training and education and may require additional certifications. These situations highlight an advantage of using an established industry leader like Sorenson. With the largest private interpreting workforce in the world, Sorenson employs qualified interpreters for the full range of specialized needs.

Legal interpreting

Legal interpreting requires knowledge of law, protocol, and training in interpreting strategies unique to legal situations. These include court and law enforcement proceedings where matters involving high-risk and personal freedoms are often the focus.³

States may require either a specific level of certification⁴ or have a process for qualifying, or both.⁵ When talking to interpreting agencies, ask them if they have sufficient numbers of interpreters who already meet those criteria to cover the need.

This type of interpreting is in high demand due to the breadth of the legal field. It includes law enforcement investigations, interviews and interrogations, client-attorney interactions, and a wide range of court and legal proceedings.³

Medical interpreting

Medical interpreters must be familiar with various medical interpreting requirements.

These include:

• When they may or may not be in the room with the patient
• Where they must stand to preserve the patient’s physical privacy (in the case of an ob-gyn exam, for example)
• Any legal requirements (HIPAA, ADA, etc.)
• Any special considerations for mental health situations⁶

In some situations they also may need to have specific immunizations or wear clothing similar to medical professionals to maintain sterile conditions, such as in an operating room.

When discussing your needs with the interpreting agency, think about if your practice or facility would expose interpreters to any such situations. If so, tell the interpreting agency up-front so they can make sure their interpreters prepare with any additional immunizations and necessary training.

Interpreting for government

While interpreting for government agencies may not often require specialized knowledge, these agencies often deal with highly confidential information and may require interpreters to pass the agencies’ own background and security checks. This can be a long process that sometimes repeats at regular intervals for renewal. Interpreting agencies such as Sorenson that frequently contract to interpret for government agencies maintain a pool of interpreters who have passed these checks.

DeafBlind and low-vision

Some Deaf people are also either Blind (DeafBlind) or legally blind or close to it (low-vision). Those situations call for interpreters with training in signing for people with limited vision or other ways of conveying information.

A DeafBlind client, for example, rests their hands on the interpreter’s hands to “see” the signs so the interpreter needs to know how to adjust their signing. This may include signing “smaller” — not moving their hands too far away from their body. The interpreter also needs to know the appropriate way to show the emotion of the message without using facial expressions.

A client who is not DeafBlind but is low-vision may need the interpreter to sit or stand close and sign smaller so the signs do not go out of their range of vision.

Certified deaf interpreting

Education opportunities and early language access remain a challenge for many Deaf individuals.  Because of this, there likely are Deaf people who, through no fault of the hearing interpreter, do not have the ASL vocabulary level or world experience context to understand the interpreted message. In that situation, a Certified Deaf Interpreter (CDI) is a great option.  The CDI is a communication specialist, working with their hearing team to use their native language abilities and in-depth understanding of Deaf communication dynamics to tailor the message so the Deaf person will best understand the message.

How does this work? The CDI typically briefly meets with the Deaf client just prior to the appointment (15 minutes before) to assess their communication needs. During the appointment, the hearing interpreter and the CDI work together to adjust the message and make it specific to the Deaf client. During the appointment the CDI will utilize different strategies to maximize the Deaf client’s understanding of and full participation.

Common CDI needs

An example that many may be familiar with is government update broadcasts, increasingly seen with interpreters, such as emergency updates such as those during the COVID-19 pandemic. Those interpreters are usually CDIs, working to ensure the message can be understood by most Deaf people while off-camera, there is a hearing interpreter team “feeding” them the news verbatim for them to adapt and present directly to the camera.

CDIs are especially in demand for medical or legal situations where it is critical for the Deaf client to have full, unequivocal understanding of information/choices and full participation in decision making.

Trilingual interpreting

Some situations call for interpreters who know multiple languages. In the United States, the most common need is for those who are fluent in English, Spanish, and ASL due to the large number of immigrants from Latin America. Like CDIs, these interpreters are in demand for general, legal, medical, and government situations.

Video Relay Service

Video Relay Service (VRS) is a no-cost, subscriber-based service for Deaf people who use ASL. It provides interpreting services via videophone calls using ASL and spoken English or Spanish. VRS rules require that the Deaf person, hearing person, and interpreter all must be at different locations. It’s part of the Telecommunications Relay Service (TRS) program as a provision under the Americans with Disabilities Act (ADA) of 1990.

You can find more information on VRS and how it works in our “What is Video Relay Service (VRS)?” post.

Who can be an ASL interpreter?

To work professionally as an ASL interpreter, the interpreter learns not only American Sign Language but also Deaf culture. They learn how to correctly relay signed and spoken information back and forth between the Deaf and hearing people in the conversation, including how to account for dialects, settings, and more.

Naturally the question then arises, can someone hearing or Deaf be an ASL interpreter. The answer is both can be interpreters. Deaf interpreters are their own category — Certified Deaf Interpreter (CDI). CDIs specialize in communication with Deaf individuals who need enhanced access to participate fully.

Choosing an interpreter with the right qualifications

For most people searching for interpreting services, many agencies remove the burden of verifying an interpreter’s credentials by checking those credentials themselves. When contracting with an interpreting agency, you should ask them if they do this.

Continuing education is critical to the profession and ensures that interpreters develop in-demand skills.

• The RID provides further professional development courses through Continued Education Units (CEUs) so interpreters can maintain their certification or qualify for advanced certification as well as stay up to date on industry trends or changes such as signs for new terms in different industries.
• Sorenson Communications not only provides CEU training to the ASL interpreting community but also provides the most comprehensive interpreting training and development program in the world to upskill interpreters for all types of interpreting scenarios through its in-house training department.

Which type of interpreting to choose?

So, you need at least one of these services but aren’t sure which? It can be an overwhelming decision, whether your company is searching for accessibility services for employees, clients, or customers, or if you are a Deaf person trying to help others contract for these services.

Simply contacting a local interpreting agency does not always get the direction you need. Many agencies specialize in one type of interpreting, usually on-site interpreting. Sorenson not only offers a full range of types of interpreting, it also offers Design Consultants. These are people with in-depth knowledge of the Deaf community, ASL interpreting, and accessibility who can guide you in identifying the most appropriate services for your needs.

Sources

1. Translator vs. Interpreter — American Translators Association (ATA)
2. One Interpreter Or Two? — Language Scientific
3. Legal
4. Functional Descriptions of Interpreter Levels | Deaf and Hard of Hearing
5. American Sign Language Interpreters
6. ASL/English Medical Interpreter Domains and Competencies 

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Part of building a successful business is creating an environment where employees can thrive. By embracing inclusion and accessibility, employees can do their best work and the entire company benefits. Studies reveal that companies who champion disability-inclusion have 28% higher revenue and twice the net income. In addition to higher profits, readily available technology and resources make it easy to support your employees with accessible communication. Any business can provide inclusive communication for the estimated 38K Deaf individuals in the American workforce.

Moreover, implementing technology to advance inclusive communication can decrease the number of deaf people who are unemployed or not in the labor force. According to NDC (National Deaf Center) in 2019 42.9% of deaf individuals were not in the labor force. This includes parents, caretakers, and retired people but also students who may have been looking to enter the workforce. In contrast to the 3.4% of hearing individuals who were unemployed, there was an additional 3.8% of deaf people who were considered unemployed and actively seeking work. These are people who could be contributing employees of companies. Through technology, accessibility practices can be improved and benefit both these individuals and businesses alike.

Using VRS for sign language interpreting in video meetings

When taking a look at how you can empower employees in their job functions, videoconference meetings are an area where you can make a great impact.

Historically, many deaf meeting participants have used video relay service (VRS) to get interpreting for meetings with hearing individuals when an interpreter isn’t available to them. VRS is a no-cost interpreting service for deaf people who use American Sign Language (ASL) to communicate through video calls on videophones, smart phones, tablets, or computers. Using their VRS videophone or app, a deaf person would call the meeting’s dial-in number so the interpreter could connect as a third-party.

Unfortunately, using VRS as a workaround this way only connects an interpreter to the audio of the meeting. Visual and emotional cues are essential to sign language. Without access to video in the meeting, the interpreter and deaf participant can’t get the full context of the conversation. Moreover, deaf participants have to look back and forth between the window with the interpreter and the separate meeting window. This not only contributes to meeting fatigue but can also cause participants to miss words, expressions, or information that colleagues presented during screen sharing. If you hadn’t thought about meeting fatigue before, add these obstacles for deaf employees and you may have a real hindrance on your team’s happiness and productivity.

Accessibility and on-demand interpreting in Microsoft Teams

Whether you have remote employees or use video meetings to bridge the gap between multiple offices, you can take advantage of a range of Microsoft Teams features to make your videoconferencing more inclusive. Since its launch in March 2017, the communication platform has introduced ways to improve accessibility and help users get the most out of the platform. Features such as Closed Captions, High Contrast Mode, and Screen Reader support have helped workplace inclusion. However, deaf employees who use ASL needed more interpreting solutions.  

In 2022, Microsoft Teams launched Sign Language View. This is a personal feature that allows an individual to keep an interpreter’s video visible in one location no matter who is speaking and still spotlight other participants. Sign Language view is an excellent option for companies that have an interpreter on staff. If your company doesn’t employ full-time interpreters, there is another tech-enabled solution that can bring language parity to your team with ASL interpreting service as you need it. 

Providing sign language interpreting in video meetings

In 2024, Sorenson released a better way to get sign language interpreting in Microsoft Teams meetings. Instead of the cumbersome process of having an interpreter dial in separately, Microsoft Teams users can now request an interpreter in just a couple clicks with the Sorenson app integration called Sorenson Express. By subscribing to Sorenson Express, businesses can use the integration to enable an interpreter to appear on screen within moments and see and hear all meeting content.  

By pulling an interpreter directly into your Microsoft Teams meeting as a participant, you give both deaf and hearing meeting attendees a more convenient and immersive experience in a multilingual conversation. Since hearing participants also see the interpreter, they can allow time for interpreters to sign and see when a deaf participant has something to add. Overall, the increased visibility and awareness your team can experience while using Sorenson Express during Microsoft Teams meetings will help build connection and bridge communication gaps between all participants. 

How does Sorenson Express provide sign language in Microsoft Teams for businesses?

Sorenson’s VRI is an interpreting solution with a remote interpreter for both your virtual and in-person meetings. Scheduled VRI is ideal for scenarios when you know you’ll need an interpreter ahead of time because it allows for an assigned interpreter to meet specific needs. However, it doesn’t allow for impromptu conversations.  

Sorenson Express introduces a flexible, on-demand VRI experience that gives businesses access to videoconferencing app integrations for unplanned communications. You can request an interpreter directly in Microsoft Teams or via the Sorenson web app for flexibility on your desktop, tablet, or other mobile device.  

Businesses that are set up with a Sorenson Express account can quickly access interpreting through the Microsoft Teams integration for virtual meetings as well as on a tablet for in-person conversations. Expanding communication access even further, Sorenson Express offers on-demand interpreting services in ASL-to-English or ASL-to-Spanish.  

When should you choose the Microsoft Teams integration vs the Sorenson web app?

Your situation and preferences will determine when you’ll want to invite an interpreter into Microsoft Teams from the integration or the web-based Sorenson app.   

You can use the web app:  

• If you are the Microsoft Teams meeting presenter or an attendee (i.e., when you are participating from a different tenant, not your own company);  
• If you have a Sorenson Express subscription; or 
• Without downloading the Sorenson app from the Microsoft AppSource.  

You can use the integration in the Microsoft Teams app if you:  

• Have a Microsoft Teams presenter role (which is typically the default role for Teams meetings); 
• Are subscribed to Sorenson Express; or
• Have permission to download and install Microsoft Teams apps.  

Why use Sorenson Express?

Sorenson Express offers a flexible and seamless experience in requesting the highest quality professional sign language interpreting, on-demand in Microsoft Teams. Sorenson has the largest team of private interpreters in the world and a trusted reputation a global language services provider with more than 20 years in the industry. More importantly, when you implement an innovative accessibility service like Sorenson Express for your business, you’re showing your teams, partners, and customers your commitment to increased connection and understanding as well as excellent service. On-demand interpreting with Sorenson Express removes the worry of potential barriers when scheduling Microsoft Teams meetings so everyone can focus on creating, problem-solving, building connections, and doing the work they love. 

Beyond sign language interpreting in Microsoft Teams

Technology that makes inclusive communication in the workplace possible is more accessible than ever. As the worldwide leader in technology that connects deaf and hearing individuals, Sorenson makes it easy for your business to start strengthening relationships between deaf and hearing employees, clients, and customers. From Fortune 500 companies to small businesses, seamless language solutions from Sorenson, including Sorenson Express, are helping businesses everywhere to create meaningful connections through technology.  

To start removing communication barriers in your business, explore Sorenson’s range of accessible communication services. One of our Accessibility Consultants can talk you through all that we offer and help you decide which services might be a good fit based on your needs. 

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Inclusion in retail has gained more attention in recent years, thanks to increased focus on customer experience. More consumers than ever are shopping based on their personal beliefs and values.
A recent Accenture study showed that 29 percent of all shoppers are likely to switch to a retailer that embraces inclusion. But are we doing enough to include Deaf customers?

Melissa Greenlee, a Deaf woman, went into a women’s clothing store recently, prepared to dole out a couple of hundred dollars on new athletic clothes.

When a clerk approached her, Ms. Greenlee signed that she was Deaf. The clerk looked at her, said, “Sorry,” and then disappeared. Ms. Greenlee said the clerk completely dismissed her, but she quickly bought one item and left the store.

Ms. Greenlee is the CEO and co-founder of Deaffriendly.com, a retail review site where Deaf and hard-of-hearing people leave reviews for stores they visit. The goal is to shine a light on Deaf-friendly retailers and to educate businesses on how they can be Deaf friendly. Ms. Greenlee believes businesses can do better.

“I literally had money burning a hole in my pocket,” Ms. Greenlee said. “Luckily, there was a competitor next door, and because my experience was more positive there, I spent my money there.”

Shopping is typically fun, but inclusion in retail is lacking for Deaf customers. The loud noises (especially for Deaf and hard-of-hearing customers who wear hearing aids) and crowds alone can be off-putting, but even worse is if the retail staff has a dismissive attitude and general lack of awareness of the Deaf customer’s needs.

According to the National Deaf Center (NDC), about 11 million Deaf people live in the U.S. alone. That’s a lot of potential customers who can benefit from a Deaf-centric retail experience.

This blog post explores the critical topic of inclusion in retail for Deaf customers. Deaf people face many obstacles when navigating the retail environment, both in-store and online. We explain the shortcomings of the typical retail environment and provide strategies to help you create an inclusive shopping experience for Deaf and hard-of-hearing customers, from enhancing the store layout to implementing Deaf-friendly online features. Let’s dive into how we can make the shopping space a better experience for the Deaf community.

Impact of accessibility on brand image and customer retention

The accessibility laws passed 50 years ago mandated equal access for how disabled people live and work. Many corporations have followed these laws, legally and because it’s the right thing to do. But in the last seven to eight years, companies started realizing that accessibility isn’t just a moral imperative but also a business advantage. They see their brand reputations, consumer and employee experiences, and financial strategies getting a boost because of their commitment to accessibility.

Deaf consumers represent $9B in discretionary income in the U.S. alone (American Institutes for Research). And their networks — your value-based shoppers — equal a whole lot more. In fact, two out of three Americans say their social values now dictate their shopping choices (McKinsey)​.

When Deaf customers can express their needs in the store and are understood, that creates a positive feeling that encourages them to return to the store repeatedly. If this is missing, frustration sets in, and the customer — Deaf or hearing — will simply go to another accommodating store, which Ms. Greenlee did.

Whenever a Deaf customer has a notably good or bad experience in a retail store, they talk about it with other Deaf people, friends, and family. Word spreads fast, and a store’s reputation can soar or suffer.

Molly, a Deaf advocate, describes some of her difficulties when shopping at Walmart.

“Most are supercenters with a large layout to navigate,” Molly says. “It’s their store policy that if someone asks an employee where something is, they should walk them to that aisle and show the location. But [in my experience] they never do.”

Current state of accessibility for deaf customers

The current state of accessibility in retail globally can seem dim, judging by a UK survey of customers with disabilities. But with some large, well-known retailers (e.g., Google and Target) leading the way for inclusive customer service, this can serve as a call to other retailers that it’s time to embrace language equity for Deaf customers.

One Starbucks store, near Gallaudet University in Washington, D.C., is remarkably accessible to the Deaf population, but customers in all areas want that level of service.

Accessibility is paramount to creating a seamless retail shopping experience.

Conclusion

Everyone deserves an enjoyable shopping experience. Making your store inclusive of the Deaf customer shows that you value their engagement and loyalty.

By optimizing your retail environment to be Deaf-friendly, you’re making a powerful statement about your commitment to inclusivity and respect for every customer, regardless of (dis)ability.

So, are you ready to make your retail space accessible? Sorenson’s experts can help you evaluate how you can start integrating scalable accessibility solutions to support Deaf and hearing customers and staff.