Technology has improved accessibility for people who are deaf, deafblind and hard of hearing in many ways. One improvement is the availability of video relay services. Since the first video relay center opened in Minnesota 20 years ago, video relay services have become the primary phone communication tool for people who use sign language to communicate.

How do video relay services work?

A person who is deaf, deafblind or hard of hearing uses a computer, smartphone or tablet with a camera and a high-speed internet connection. When they want to place or answer a call, they connect with a video relay service provider through an app. The interpreter connects the call and interprets the conversation.

For a person who doesn't sign there is nothing different about connecting to a caller using video relay services! You do not need special equipment. Just call the number the person has provided you, or answer their call and talk to them as you would anyone else.

If you've never had a video relay call before...

You might notice moments of silence or longer pauses. Be patient when these happen. Don't keep asking if the caller is there, and don't hang up. The interpreter needs time to interpret, and the other party needs time to respond.

If the voice you hear doesn't match your expectations — such as if you are expecting a deep voice, and the voice you hear is higher pitched, or if the voice has an accent you did not expect — it is because you are hearing an interpreter's voice. For people who are deaf, deafblind or hard of hearing who use their voices, video relay service has the option for them to speak for themselves, but they might still choose to have the interpreter voice for them.

Is it secure?

Video relay services are regulated by the Federal Communications Commission. Interpreters are also bound by the national certifying agency's code of ethics. Conversations through a video relay service are secure. You cannot refuse a call because the caller is using video relay service.

If you have questions about video relay services, please contact us!