VRS interpreters need union representation | Metaglossia: The Translation World | Scoop.it
A union is needed to ensure that this vital communications tool retains quality interpreters and better serves the Deaf community.

"Rochester has one of the largest per capita Deaf communities in the world. ASL interpreter education programs at the Rochester Institute of Technology and a Video Relay Service (VRS) call center are among essential resources.


 


VRS provides the most hours of interpreting services to Deaf communities nationwide, ensuring that the Deaf, Hard of Hearing, and Deaf-Blind have equal access to telecommunications services. Unfortunately, the challenges of VRS have not been addressed adequately by the companies and the FCC—and I say this as someone with 18 years of experience in working in VRS. That’s why I’m joining with my colleagues in collective organizing with the Office and Professionals Employees International Union (OPEIU). We are working to organize VRS interpreters across the United States and Puerto Rico to ensure that this vital communications tool retains quality interpreters and better serves the Deaf community.


 


During my years of working in VRS, I have seen an increase in concern over the deterioration in the quality of service offered. Research has explored a lack of addressing those concerns. OPEIU organizing at Sorenson and ZVRS/Purple, the two largest employers, seeks to address interpreters training and supervision to hone their ethical decision making and emotional psychological resilience. Apparently the corporate model of VRS companies renders a primary concern with the bottom line, which has from my perspective been at the expense for the well-being of interpreters and impacting VRS users.


 


Most VRS calls go through Z/P and Sorenson. Z/P is now owned by sprawling French multinational Teleperformance (with its own track record of misconduct), and Sorenson is owned by Ariel Investments, a Chicago-based investment firm. While it does not own a stake directly in Sorenson, the New York State Teachers Retirement System has over $340 million invested with Ariel—meaning that they should play an active role in helping us win our union. We are seeking a card check neutrality agreement, which will allow workers to organize free of management interference. This is especially important as President Trump works to dismantle the National Labor Relations Board.


 


I received my bachelor’s in American Sign Language Interpreter Education from RIT. My interest in supporting the development of the field led me to get a master’s in interpreting studies from Western Oregon University.


 


In my studies I learned that the profession has a long history of attrition due to burnout. Research-based evidence has continued to identify VRS as the setting most impacted by attrition, hurting interpreters who have a passion for the field. Initially companies hired highly experienced and skilled providers but less experienced interpreters, recent graduates and students are recruited to meet demand.


 


The responsibility of interpreting trauma-based calls, including but not limited to 911 calls, is one explicit example contributing to attrition. From my own experience I feel that VRS companies do not prepare interpreters for trauma-based calls. A company-hired professional to provide employee assistance assessed the situation as “unconscionable.”


 


Rochester can play a critical role in organizing VRS to make it better—we need as many interpreters as possible at Sorenson and Z/P to join our efforts, and we need the Deaf community to be outspoken about concerns they have with VRS. If you are an interpreter please take our survey here, and if you are a member of the Deaf community, please reach out to info@aslunion.org. I hope that by organizing to address these issues positive change can happen.


 


Kathleen C. Holcombe


Signed Language Interpreter


By LETTERS TO THE BEACON | September 10, 2025


https://rochesterbeacon.com/2025/09/10/vrs-interpreters-need-union-representation/


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