Professional Autonomy in Video Relay Service Interpreting by Erica Alley

Author:Erica Alley
Language: eng
Format: epub
Publisher: Gallaudet University Press
Published: 2019-10-15T00:00:00+00:00

Levi explained that his decision to disconnect and report one particular caller was driven by the fact that it was not the first time that the problem had arisen. He had spoken to the caller before about similar concerns. After attempting to reconcile the situation directly with the caller, Levi was ready with a back-up strategy. His company’s policy was that each time a CA disconnected from a caller, a formal report of the situation needed to take place. The provider kept this record in case the FCC raised concerns regarding the interpreter’s actions. In addition, as a manager, Levi noted that when other CAs took similar actions to those he had taken in disconnecting the call, he used the documentation of the incident to follow up with the CA. Levi said,

As a manager sometimes I use those documentations also to go and pull the interpreter off the phone and just talk about that. “O.K., this is the way that you approached that call. And the reason that you disconnected it. So let’s talk about the positives and negatives for the way that you did it. Now let’s try to explore other ways that you possibly could have handled that call.”

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