Video Remote Interpreter (VRI) Overview
To comply with federal law, and as part of the Department’s commitment to ensuring language access for clients, interpreter services must be provided to all clients whose primary language is not English. All staff must offer interpreter services when communicating with clients with Limited English Proficiency (LEP) or who communicate using American Sign Language (ASL) when conducting DTA business.
Clients who communicate in ASL, use lip reading, or otherwise require visual contact with an interpreter, have the option to use video interpreter services offered through the Department’s contracted interpreter services vendor, Lionbridge. They do not need an accommodation in order to receive these services.
Video Remote Interpreter (VRI) Services
This technology is known as Video Remote Interpreter (VRI) services and was formerly only available in a few TAOs. Now, VRI is available on-demand at all TAOs in specifically designated interview rooms. All staff can use this system.
Because this technology can be accessed from an internet browser, workers can access this service on demand from their work laptops and other internet-ready devices. To streamline this process, the Department has configured a special VRI interview room where clients who communicate in ASL or require visual cues for communicating in a language that is not offered by an HSA or on-site bilingual case manager.
When to Use Video Remote Interpreting
Clients who use ASL, like clients with LEP, must never be turned away and told to return with an interpreter. If no HSAs or on-site case managers that is certified to communicate in ASL are available, the VRI system must be used.
Some clients may require visual contact to communicate even if they are hearing; some common reasons are the need to read lips or facial expressions to fully understand verbal language, however clients do not need a reason to request visual communication. If a client with LEP requests a video interpreter, or clearly requires one, staff must escort them to the VRI room and connect them to a video interpreter in their preferred language.
Related Topics
Using Video Interpreter Services
Video Remote Interpreting Rooms
Guidelines for Providing Interpreter Services
Interpreter Services Policy and Procedures
Last Update: August 3, 2023