Two acronyms cause plenty of confusion for businesses working with Deaf customers and employees: VRS and VRI. Both use video and an interpreter, but they solve different problems.
What Is Video Relay Service (VRS)?
VRS is a telecommunications service that lets a Deaf person who uses sign language make a phone call to a hearing person through a video connection with an interpreter. The interpreter signs with the Deaf caller on video and speaks to the hearing party by phone. In the U.S., VRS is regulated by the Federal Communications Commission and is free to the caller. It is meant for telephone calls, not for conversations between people in the same room.
What Is Video Remote Interpreting (VRI)?
VRI uses a video connection to bring an interpreter into a face-to-face interaction, such as a doctor’s visit, a bank appointment, or a job interview. Businesses typically contract and pay for VRI as part of providing effective communication. Our post on VRI vs. on-site interpreting covers when VRI fits best.
The Key Differences
| VRS | VRI | |
|---|---|---|
| Purpose | Phone calls | In-person or same-room communication |
| Who pays | Funded through a federal program | The business or organization |
| Typical use | Deaf person calling a business | Business serving a Deaf person on site |
Why Businesses Should Care
- Answer VRS calls. A call that arrives through VRS is a legitimate call from a customer. Don’t hang up because the interpreter’s voice sounds unfamiliar, and speak directly to the caller, not the interpreter.
- Don’t use VRS as a substitute for VRI. VRS is not intended for in-person interactions, so a business shouldn’t use it to meet its own communication obligations on site.
- Have VRI ready for face-to-face needs. See our post on how to request an ASL interpreter for next steps.
Train Your Team
Front-desk and customer service staff should know what a VRS call looks and sounds like and how to handle one politely. Our tips for working with an interpreter apply here as well.
The Bottom Line
VRS helps Deaf people reach your business by phone. VRI helps your business communicate with Deaf people in person. Most organizations benefit from being ready for both.
Need help setting up interpreting access in Los Angeles, San Diego, Sacramento, or New York? Contact our team.