The Fine Art of Requesting an Interpreter

There's an art to requesting an interpreter.  The larger societal macro-issue is that businesses should--both morally and legally--be providing interpreters.  However, the actual request is handled at the micro-level.  It's placed in the hands of individuals; usually a Deaf caller and a receptionist.  The process can be loaded with emotion and anxiety and too often goes awry before it ever comes to fruition.

If we lived a society that was familiar with interpreters, accommodations, and Deaf people's rights, it would be as easy as "Please schedule me an interpreter."  The response would be "Ok, sure!"  Unfortunately, the more common responses are, "We don't pay for that,"  "You have to bring your own,"  "Nobody in the office does that," or "Will your insurance cover that?"

We--the interpreter and Deaf communities--can predict with relative certainty that if we don't get a "Ok, sure!" that we will probably get one of the standard responses above.  So what do we do?  Often, we get angry... how can this be happening AGAIN??  Now, the negotiation has reached a breaking point, and often goes south.  The requesting party then demands an interpreter and will use language such as, "it's my right," "ADA!," "You are responsible" and so on.

Right or not, law or not, requesting an interpreter is entering into a business transaction.  One is asking for an accommodation (that we know the law says Deaf people are entitled to) but that costs money.  When anyone in America pays money for something, we know they want something in return.  They often perceive that they are losing money by hiring an interpreter. 

At this point, there is great potential for a standoff:  both parties are defensive, and one natural human reaction is, "I am going to win this one.  You aren't going to tell me what to do.  I know my job, and I've never heard of this before, so you must be mistaken."  The receptionist or scheduler is the customer service person that deals with the public and mostly routine matters.  They filter only top-level concerns to the doctor or business owner.  As one who filters, it is their job to say no--to make things easier for the higher-ups.

If we know the "please schedule me an interpreter" doesn't always work, and we know the ways in which it doesn't work, we must strategize to our advantage.  If we say "ADA!  My right!" they can, and often will say "No!" without any immediate recourse.  Sure, they are in violation of ADA, but very few individuals take legal action against ADA violations.  So at this point-like it or not--the customer/patient needs to become a savvy business person.  Here are some suggested ways to steer the conversation:

"This is a medical procedure that is very important to me and my family.  I would hate for there to be any misunderstandings down the road that could become a liability for your office."

"I understand that this is extra work for you.  I appreciate you meeting my communication needs.  Please let me know if there is anything I can do to help set this up."

"I really need to be able to fully participate in the communication that goes on during our session."

"Is this your first time taking an interpreter request?  Don't worry.. it's easy!  I can provide you with resources."

"Interpreters are a public accommodation for people with disabilities, like wheelchair ramp.  It's my right under the law.  Would you like more information?"

More and more, businesses and medical facilities are providing sign language interpreters to Deaf customers and patients.  This is due in part to grassroots advocacy efforts, in part to education and outreach, and in part to legal action.  The Deaf community has been "vocal" in their demands for equal access under the law, and in part the business community is listening.  But here is where the old adage comes in, "You can catch more flies with honey than with vinegar."

This isn't just a Deaf problem--it's an interpreter problem, and a society problem.  Unfortunately, many Deaf people do not know how to effectively ask for an interpreter.  Likewise, most Hearing people don't know how to effectively respond to the request for an interpreter.  The stage is set for a no-win situation, and a lifetime of frustration for Deaf people and their loved ones. 

Interpreters rely on Deaf people to request our services--a service that we both very much need.   We career interpreters can not turn a blind eye to this and go about our merry way; this is a community problem and we must be a part of the solution. 

Supporting Deaf Businesses

One great way to give back to the Deaf community is to support Deaf owned-businesses.  The sad dichotomy of our profession is that interpreters usually earn more than the Deaf clients for whom we are interpreting.  This is further amplified by the fact that Deaf people in general face huge barriers to employment. 

I recently purchased a painting from Deaf artist Nancy Rourke.  The subject of the painting is interpreters!  The price of the painting was about that of a 2-hr gig, and it is amazing.  I can't believe it was still available after 2 years!  I have also used a Deaf artist to design my company logo (which I LOVE).  I know several interpreters who use a Deaf contractor for all of their home renovation projects.  Many interpreters buy their professional liability insurance from Gary Meyer at DHH.

The Deaf community has shared their language with us, and that language supports our careers.  Should we feel guilty?  No.  The hard work and the dedication is "all us."  But from a cultural perspective, we are still outsiders.  Giving back is the right thing to do, and it brings both parties joy and prosperity.

So use a Deaf financial advisor, get your taxes done by a Deaf CPA.  In a capitalist society, the best way to exercise your individual power and to direct change is to be selective about where you spend your dollars.

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Will Hearing people ever get used to VRS?

There's been a lot of discussion about the stress on interpreters working in the VRS environment. You may have heard the term "vicarious trauma" that refers to the experience of interpreting conversations that deal with traumatic issues, and how it takes its toll on the interpreter.  You also may have read about the "hostile interdependence" that refers to the tension that arises out of the fact that Deaf people and interpreters need each other, and the friction that can result from that relationship.

The bigger cause of stress and concern as I see it is the fact that Hearing people still don't seem to understand what Deaf means, what sign language is, and what the relay service is.  True, relay interpreters introduce themselves at the beginning of each call, and after running through this script call after call, hour after hour, day after day, we are guilty of rushing through this "intro."  Sometimes we (or the callers) are just eager to get down to business and don't want to waste time on explaining what a relay call is and how it works.

However, it's still astounding to me that in this day and age, so many people just don't get it.  TTY Relay calls have been around for years.  If you don't see Deaf people in your daily life, you have surely seen a Deaf person on TV, or have learned about Deaf people in school?  Sadly, when it's time to take the call (maybe because it's unexpected or because it's being explained over the phone without a visual) Hearing people have a really hard time wrapping their heads around the concept of a relay call.

I'm obviously preaching to choir, but Deaf people are American with rights: fellow humans--brothers, sisters, mothers, fathers, sons, and daughters--who deserve dignity and respect.  There is such a huge dichotomy between how much the world has opened up to VP users (now with the freedom to conduct all kind of business) and the ignorance (ie, lack of understanding) toward what a relay calls is: a human being trying to conduct business through a non-English language.  It's a sad reflection of our culture's intolerance and lack of value of diversity, and respect for people with disabilities.

We Are a Collective

Many interpreters work as "islands:" little self-contained practitioners, floating about the community, either following the CPC (or not), empowering the Deaf community (or not), maintaining professional boundaries (or not), with little if any oversight, and little if any accountability. 

We are not entirely at fault.  There are those of us who are unaware that we are setting bad precedents, impeding on our consumers rights, and not following best business practices.  It could be a case of under-education, not keeping up with current trends, and/or fossilization.  Mostly, these faults or deficits are symptoms of ignorance.  Actions an in-actions that go counter to the popular thought are often symptoms of good intentions.  Common battle-cries are:  "I was just being helpful."  "It's okay, I told them I was stepping out of role."  "Any human with a heart would have done the same thing!"

The danger is when the mis-behavior is a symptom of arrogance--interpreters who should know better, but decide to act on their own self-interest and cloak such acts in benevolence--those are the ones we have to look out for!  The terps that (for example) feed patients, fill out forms, give rides to clients, and clean the classroom.

For the rest of us true language interpreters, there is hope.  Some interpreters are indeed islands--unchecked, unfettered, havoc-wreakers... Others of us are land clusters forming an archipelago (a collection of islands), floating about, doing good!  We spread high professional standards, adhere to ethical business practices, and lead by example.  In a field where "Personal Responsibility is King"  there is defeat in knowing there is a lot of questionable things going on "out there."  But there is solace in knowing that while we are islands in a sense, those islands do form a collective.  What you do today can positively affect the interpreter that relieves you at noon, that shows up tomorrow or next week.  Teaching (and preaching!) personal responsibility can change this generation of interpreters and the next!

Have A System

Today's world is most definitely set up for the nine-to-five'er with a bi-weekly paycheck.  Many of those "lucky folks" are able to budget their bills with precision because they have a steady, predictable income.  Applications for loans for homes, cars, and credit cards presuppose that you are a regular W-2 employee with bi-weekly or bi-monthly.  Not to fret:  it can be done as a self-employed person!  It just takes due diligence, keeping your wits about you, and an effective system.

You may--in your career--be working for 2, 3, 4 or more agencies and have multiple income streams.  Timing your numerous paydays to coincide with your bill due dates can feel like putting together a huge jigsaw puzzle.  The best advice is to have a system in place; after all, a system is going to be much better than no system at all. 

Some agencies pay every-two-weeks, others in 30 days, others whenever they feel like it.  When working with multiple agencies, it's best not to have all of your eggs in one basket.  Consider pay policies when taking work so that you aren't stuck waiting on one agency.  You may want to supplement your freelance income with part-time W-2 work that tends to pay bi-weekly.  Another trick is to have your bills paid one month in advance... easy for some, more challenging for others.

There is lots of advice out there as to how to manage the interpreter lifestyle, from how to invoice and bill, to how to make sure your personal bills are getting paid.  There really is no one tried and true method.  Your system can be a pen and paper list, a spreadsheet, or Quickbooks--there is no right or wrong way to do it.  The most important thing is not to go into denial and to be haphazard about your checkbook.

Be Polite and Professional

A great way to invest in your business is to conduct yourself professionally and politely with your stakeholders.  The subject of this blog is how to respond to solicitations from people that want to hire you.

RID lists your name and contact information and whether or not you freelance.  Businesses and agencies use this registry to hire interpreters directly.  Being listed in actually one of the major benefits of being an RID member, so you should use this benefit to your advantage and not take it for granted.  For example, a doctor's office may be contacting you to provide services for their first Deaf patient.  You become the ambassador of our field, and how you respond is a reflection on how the outside world views interpreters.

Once you find your income stream and settle into a comfortable schedule or routine, these inquiries (usually emails) can start to feel like a nuisance.  Even though you many not accept much direct work, colleagues, smaller agencies, schools, and other entities will still contact you from time to time to work direct.  So, how do you respond to these inquiries?

You rarely--if ever--want to shut doors.  Today's micro-agency can be tomorrow's big player.  Changes in staff or other unforeseen circumstances in your life can make less attractive opportunities seem much more attractive down the road.  Many of us build our career in one locality--today's world will seem a lot smaller 5 or 10 years down the road.  What does the way you respond to these solicitations say about you?  Are you the interpreter that "we've tried to contact 100 times and they never respond!"?  Are you rude or curt when you respond to these inquiries? 

My suggestion:  answer politely and professionally.  Remember:  these are job offers!  Thank them for their time, and for reaching out to you.  If you are not available now, thank them for keeping you on the list.  Express your gratitude.  This is a huge part of networking for your business!  Conversely, if you are "all set,"  let them know this, and ask if you can touch base with them if your situation changes.  Keep these contacts on file.

The way you conduct yourself now can either help or hurt you down the road.  Choose the easier softer way--respond to all inquiries politely, promptly, and with class.

Save Your Receipts

Early spring is the time to look back over the past year and see how well you have done, and to also set resolutions for the following tax year.  When you do all of your final calculations and see those totals.... well, you could have any range of emotions from pride and relief to worry, pain, and regret.  You aren't alone.  Few small business owners (especially novice ones) are prepared when tax time comes around.  But don't beat yourself up!  Tax rules are complicated, and even if you don't do your taxes yourself, you still need to know what information to give to your tax preparer.  My advice to you: receipts are golden.

When you set your business goals for the coming year, there are 2 major things you can control:  you can work more hours (earn more money), and you can identify more business deductions (reduce your taxable income).  We sign language interpreters are weak in the area of seeing ourselves as small business owners, often because (unlike other professions) we work through agencies.  Many of us spend our careers SUB-contracting.  When the agency takes care of our billing and invoicing, we lose sight of the fact that we are sole proprietors:  agencies start to act more like employers than contracting entities, and we start to feel like employees rather than free agents. 

Remember, the IRS sees you the same way they see those agency, the mom-and-pop shop on main street, the self-employed plumber, or your lawn service company.    Like them, you are responsible to pay your own taxes, and you have your own legitimate business expenses.

So, what are these business expenses if you are out in the field interpreting?  You are pretty-much a self-contained, travelling business with no equipment or expenses, right?  Wrong!  From the percentage of your cell and car that you use for business purposes, to your computer you use for billing, the internet you use to communicate with your clients.... workshops, testing, office supplies, any apps you use to conduct business, travel, you do have expenses.  If you are at a loss, try Googling "business expenses for self-employees people."  If you don't have a handle on this yet, then pay heed:  from this point forward, save each and every receipt.  You can decide at the end of the year if these receipts are business expenses or not.  It's much easier to have the receipts and then discard the ones you don't need, then to try to reproduce expenses from a year ago that could be business-related.

As a helping profession, there is a lot we feel guilty about and a lot we say, "oh it's no big deal, I'll just absorb that cost."  But if you see yourself as a business (the way the IRS, and the rest of the world does) you realize that there are legitimate expenses you have incurred in order to run your interpreting business.  Identifying those expenses will give you credit for those out-of-pocket expenses so many small business owners have.