CyraCom (Formerly Known as Voiance)

CyraCom is an over-the-phone interpreter service in over 250 languages available to Social Services employees 24 hours a day, seven days a week.

For SSA-approved language access quick reference guides, account numbers/emails, VRI instructions, language access DEBS forms, and DEBS PINs, please refer to the interpreter information found on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page.

Procedures for Accessing CyraCom

CyraCom may be accessed when staff require interpreter services when speaking to a client:

Via telephone (interpreter services would be utilized as a third-party line), or
In person, when staff require immediate interpreter services, and no other interpreter is available. A phone with special features for three-way calling may be utilized with the client present and the interpreter will translate via telephone.
Via video remote interpretation (VRI) to support American Sign Language (ASL) and over 35 most common foreign languages from any laptop, desktop or tablet computer, or handheld device. (Please review the Video Remote Interpretation topic for detailed instructions on accessing VRI services.)

Who	Action
Client	Contacts SSA via telephone or appears in the district office. Note: No staff member is available to provide interpreter services in the client's native language.
Staff Member	Explains to the client that interpreter services will be requested. Dials 1-844-276-1697 or 1-844-234-0156. Note: If the client contacts the Agency via telephone, the transfer button must be utilized. Follows Prompts. Enter a PIN* based on your office location and your employee ID number. *Important: All four language access vendor PINs can be found on the dual-sided Over the Phone Interpreter Phone Numbers and PINs document on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page. When the interpreter is on the line, states: “I have a client on the line (here in the office). Please ask the client how I can be of assistance.”
Interpreter	Asks the client what assistance is being requested. Relates request to a staff member.
Staff Member	Assists the client via the interpreter.