Connecting with an Interpreter in Seconds:
Using New Technology
Dawn Flanigan and
Dano Milunovich
Every person entering the jail is different. As the booking officer begins her shift, she wonders if she will be able to communicate with the various individuals who enter the jail. When escorting new inmates, a corrections officer may be concerned that he has difficulty making his instructions clear to each new inmate.
Never before has communication become such a widespread topic of discussion. And never before have cultural and disability diversities become so apparent and social media so widely used. We don’t want mistakes to be made—not only for our own professional livelihood but also because we have a duty to uphold. This is the daily crossroads of the correctional officer working in the jail. This is also the challenge of the Administration of the Public Safety system. How do we comply with regulations and still keep everyone safe?
Safety and communication are not just issues for officers who are serving in our jails. There are also communication barriers on the street, at the front desk, and in call centers. Communication occurs everywhere; it is inescapable. Those who meet the call to serve our communities will face a communication issue at some point in their career—whether it is a person with a disability, someone with a hearing loss, or an individual who does not speak English or has low English proficiency (LEP). What we choose to do when this situation presents itself is what determines our success. What should we do? What can we do?
Here are some key facts:
• Interpretation is for verbal communication, and translation is for written communication.
• In the U.S., 30 million people have a hearing loss and 5% to 10% of them are profoundly deaf (meaning they are Sign Language users).
• Sign Language is not English in motion.
• Deafness is never the problem in the eyes of the Deaf community. It is society’s lack of awareness of the Deaf and their ways and communication needs that is the obstacle to an efficient interaction.
• Deaf, hard-of-hearing people, and people with LEP do not have a sticker on their license plate. These are “invisible” issues, and we must learn “cues” to recognize persons with Deafness, hearing loss, and LEP issues.
• In the U.S., 25.5 million people have LEP.
• The Americans with Disabilities Act (ADA) covers the Deaf and hard of hearing, and Title VI of the Civil Rights Act covers people with LEP.
When communicating with the Deaf, hard-of-hearing people, or those with LEP, historically there was only one option: an in-person Interpreter. Today, there are technologies that enable facilities to communicate quickly, easily, and inexpensively (compared to the cost of an in-person Interpreter). Over the Phone Interpretation (OPI) and Video Remote Interpretation (VRI) allow effective and efficient interpreting to happen anywhere a smart device can go.
In-Person Interpreting
Using an in-person Interpreter is always an option. With an on-site Interpreter, there may be scheduling issues, hourly minimums, and mileage fees. However, there are times when it is appropriate and necessary for an on-site, face-to-face Interpreter. Complicated or lengthy interviews and court appearances are two examples. One of the key benefits of on-site interpreting is that it works well for nonverbal communication as well as cultural issues.
However, in-person interpreting may not possible when an arrestee first enters the jail—a time when good communication is extremely important. The inmate cannot be left waiting for several hours to be booked while the staff is searching for an Interpreter who can come into the jail. Not only does this not make sense, but it is a waste of time and resources. Also in a jail setting, an Interpreter must go through the security process before the inmate can be brought to them. All of this adds time and money.
What if there was a way to streamline the process by using a phone or computer with an Interpreter on it?
What Is Video Remote Interpretation?
A video device, such as a computer with a webcam, smartphone, or tablet, can remotely connect staff—and the inmate—to an Interpreter within seconds. This service is used with the Deaf, hard-of-hearing, or LEP communities. The smart device or computer is placed in front of the staff member with the person needing the Interpreter beside them. The staff member logs in to a website or app. An appointment is set up, then the staff member requests the language. It’s that simple.
Low English Proficiency
Individuals whose primary language is not English and who may have a limited ability to read, speak, write, or understand English can be low English proficiency or LEP. These individuals may be entitled to language assistance concerning a particular type of service, benefit, or encounter.
How can organizations benefit from VRI?
• Fast response for urgent situations. VRI allows users to provide a fast response for both spoken languages and sign language for Deaf and hard-of-hearing clients. When the need for communication is urgent, VRI provides an interpreter response in seconds.
• On-demand interpreting solution. On-demand support means accessing professional interpreters 24 hours a day, 7 days per week, 365 days a year.
• Enhanced accuracy. The visual support associated with VRI can provide enhanced accuracy for spoken language overusing OPI by allowing the Interpreter to see the body language of the LEP and the LEP to see the Interpreter’s body language. Also, hearing loss crosses all boundaries. Perhaps the LEP has a hearing loss as well and needs to read the lips of the Interpreter to fully understand them.
• Cost-effective. VRI fills the gap between over-the-phone and on-site interpretation services. Conventional on-site interpreting typically requires at least a two-hour minimum charge and possibly mileage and travel charges. VRI services can help optimize your interpretation budget while adding the benefit of visual support. When searching for a VRI provider, be sure to ask if there are hourly minimums associated with the VRI technology. Additionally, some services require you to rent or purchase devices.
What Is Over the Phone Interpretation?
Over-the-phone interpretation (OPI) is accessed by calling a phone number. The LEP and the English-speaking person can be in the same room, using a desk phone or smart device. They also have the option of doing a conference call/3-way call and having all parties in a different location. Call a number, enter the PIN, choose a language, and an Interpreter is available for the call. Very easy.
Why use OPI? OPI tends to be the most accessible and quickest option in many situations. It usually affords the user the option of choosing from a full array of languages. This makes it a viable option for emergency and non-emergency situations. No scheduling is necessary when utilizing it. Therefore, it is ideal in field situations.
OPI is also great for follow-up calls. Because no video screen is needed, it is the most flexible option for ease of use. (Just not for Deaf and hard of hearing, of course.) It can be utilized on any type of phone.
Benefits of VRI and OPI
Benefits of providing video and phone interpreting for your department include:
• Demonstrating your desire to engage and work with disabled and minority communities.
• Protecting your department legally (you complied with laws requiring you to be accessible).
• Increasing your efficiency by better understanding the communities you serve.
• Protecting your cases from being dismissed due to ineffective communication or non-compliance with the ADA or Title VI.
The key features to look for when researching virtual interpreting providers include:
• Certified Interpreters
• Interpreters trained to work in the legal setting
• Tech support
• Wide selection of languages from which to choose
• 24/7 availability
• No special equipment
• No extra monthly or set-up fees
• Experience with law enforcement
Concluding Thought
While face-to-face interpreting will always have its place in law enforcement, video and phone interpreting are excellent tools to speed communication easily and inexpensively. They enable facilities to be compliant with the ADA and Title VI, as well as to protect themselves legally. The technology is available, and citizens are becoming more accustomed to using it every day.
It is time to become fully accessible.
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Dawn Flanigan, CI, CT, NIC is the President and CEO and Dano Milunovich, MS is the Executive Vice President of Global Interpreting Services, LLC. Ms. Flanigan is a nationally certified Sign Language Interpreter with almost 30 years of experience. Mr. Milunovich has over 30 years of experience in operations and logistics. They can be contacted at dawn@myterps.com or dano@myterps.com.