VIDEO REMOTE INTERPRETING BEST PRACTICES

VRI Essentials $ In order to effectively provide VRI services you will need a robust VRI Platform with the ability to accept calls across a network of Video Interpreters. Platform must be hosted on dedicated servers that are directly connected to the Call Center servers providing the following features: VRI Queues ○Route calls to the appropriate interpreters. Call Routing ○Enable calls to be routed based on specific skill/professional requirements, time of day, type of client, etc. Call Transfer Allows ability to transfer calls between interpreters VCO (Voice Carry Over) Support Enable clients to voice themselves Reporting ○Tracks individual calls and duration by client

VRI Provider Equipment/Expertise Needed $ Technical expertise needed to build center infrastructure and provide client support High quality video connection using secured ports Reporting capability Redundancy Ability to accept and transfer multiple calls

Benefits of VRI Better serve immediate and extended interpreting needs Provides an accessible workplace for employers Removes communication barriers Instant access to highly qualified interpreters No travel costs, mileage or wait-time Reasonable per-minute vs. per-hour rates Clear video and audio quality Highly Customizable solutions

Client Equipment Needed Laptop or Tablet equipped with HD webcam and VRI software and access to high speed or 4G internet connections

How VRI works The video call signal is transmitted from the clients internal server to the VRI media server, encrypted across the internet. Client places a call to VRI company using a standard Video Phone, Computer, or Tablet with the company’s VRI software installed. The VRI media server sends the information through a secure network tunnel that is directly connected to the VRI company’s call center servers Once the interpreter answers the VRI call, the Video Interpreter is directly connected to the client and is able to provide Video Remote Interpreting services.

Agency VRI Provider Pros: Cons: High quality video connection Reporting capability Redundancy Ability to accept multiple calls Secure video centers ensuring oversight and protection of PII Agency screened and approved personnel Interpreting support/teaming available on-site Ability to transfer calls between agents/centers Ability to roll over-flow calls to agency/business partner centers Ability to staff appropriately to provide both scheduled and on demand services Commitment to best practices and CPC Cons: Initial expense to implement and operate Technical expertise needed to build center infrastructure and provide client support

Independent VRI Provider Pros: Inexpensive to operate Easily implemented Cons: No redundancy No reporting features No call tracking or data capture tools Uncertain security/PII Protection Questionable business ethics Unable to accept more than one call at a time Lack of appropriate support staff/team

Best Practices $ First rule of VRI: VRI is NOT effective in all settings; Second rule of VRI: See First rule of VRI; The benefit of VRI is that it can provide interpreters on demand, but should not be considered a “discount” service or temporary solution to immediate or extended interpreting needs; VRI providers must have a sound business plan which incorporates overhead/utilization-underutilization/technology needs and quality of service considerations; VRI providers must be prepared to reject opportunities if they do not lend themselves to appropriate service provision; Every situation is unique so providers and customers must work together to customize solutions--customer education is crucial; Once partnership between provider and customer is defined, protocols must be created for interpreter training/preparation; All criteria used in vetting community interpreters should be applied when choosing VRI staff; Providers must be aware of licensing requirements of individual states and potential that personnel must be licensed in home- state as well as remote service locations;

Best Practices Attention to details such as appropriate lighting, interpreter dress and background; Technological solutions to allow for live (and in some instances, virtual) teaming/support Comprehensive scheduling/forecasting Constant status/feedback from interpreting personnel as well as customers