Video Relay Service Interpreters' Experiences with Caller Behavior: An Occupational Health Risk Call to Action

Background/Objectives: Research raising concerns about the occupational health of signed language interpreters has proliferated in the past two decades. Recent studies examining interpreters' various work settings find that Video Relay Service (VRS) work is linked to greater health risks than other interpreting settings. This study aimed to shed light on why VRS work appears to be particularly hazardous. Methods: This mixed-methods study reports data from an online survey of 345 American VRS interpreters. Participants were queried about a range of potentially stressful experiences with callers. Quantitative data regarding the types, frequency, patterns, and consequences of stressful calls were further informed by qualitative data reported by participants in free-response survey fields. Results: Incidents of VRS interpreters mediating calls regarding sexual activity, drug deals, and prostitution were reported with notable frequency, as was interpreters' witnessing abuse of vulnerable individuals. Interpreters also were often the object of callers' derisive sexual, physical, and racial comments. Yet the incidence of participants reporting these experiences to management or outside authorities was quite limited despite the potential legal jeopardy involved. When reports were made, most participants stated their companies took little or no action. We also examined how factors such as the tenure of VRS, hours worked per week, and work shift times were associated with such caller experiences. Conclusions: This study builds upon prior VRS health risk research by examining external factors, including caller behavior and employer policies, that may contribute to interpreter stress and burnout. Suggestions for remediation and workforce development, involving VRS companies, the Federal Communications Commission (FCC) and state legislation are offered.