FCC Acts To Improve Video Relay Service To Help Americans With Hearing And Speech Disabilities

The Federal Communications Commission approved new rules to improve the quality and efficiency of video relay services. Video relay services (VRS) enable people who are deaf, hard-of-hearing and speech disabled to make calls over broadband through intermediaries using American Sign Language and a videophone. These changes respond to requests from VRS users for improved relay services – and a more robust marketplace of service providers – that are functionally equivalent to those available to hearing individuals.

Specific provisions of the new rules include:

• Specialized Interpreters: The FCC authorizes, on a trial basis, routing VRS calls that require the use of legal, medical, and computer support terminology to interpreters who have special skills in interpreting these technical conversations, and bringing in qualified deaf interpreters to help on calls from people with limited ability in signing or comprehension.
• Comparison Shopping for VRS Companies: The FCC will begin taking action to publish providers’ speed-of-response history to help consumers make informed choices when shopping among providers. The FCC will also explore the development of new service quality data to help consumers make informed choices.
• Direct Video Calls with Hearing People: Video phone numbers will be made available to hearing people who know American Sign Language, so they can have direct-dialed video calls with deaf consumers.
• At-Home Interpreting: The Order authorizes a pilot program for VRS calls to be handled from home-based work stations under strict requirements to maintain call quality and confidentiality.