Video Remote Interpretation (VRI)

Propio ONE, Global Interpreting Network, Hanna Interpretation Services, and TransPerfect are available to Social Services employees 24 hours a day, seven days a week to provide VRI services. VRI services may be pre-scheduled or requested immediately on-demand. Spoken language may be at most three hours, and sessions exceeding that limit will need to be split into multiple appointments.

Pre-Scheduled Interpreters

Depending on the language access service(s) requested by DEBS staff, a quote will be generated by the language access vendor asking the requester (DEBS staff) to approve the pre-scheduled interpreter appointment prior to the service(s) being provided. This step is intended as a courtesy to ensure that the requester is aware of the service charges in advance. Refer to Quotes Received from Language Access Vendors for additional guidance. 

For pre-scheduled interpreter appointments, send the client an appointment letter with sufficient notice. Ensure the letter explicitly states that an interpreter has been arranged.

American Sign Language (ASL)

Staff are reminded to prioritize VRI services for ASL interpretation needs, or when a standard three-way telephone call with an interpreter is not available or sufficient to meet the client's communication needs.

 

ASL interpreters may have limitations on ASL sessions as they cannot exceed one hour and may require a second interpreter due to physical demand.

DEBS Language Access Resource Materials

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 Propio ONE VRI

Follow the procedure below to connect to Propio ONE VRI for on-demand,  same-day requests:

Who Action
Staff Member
  • Using your desktop internet browser (Microsoft Edge or Google Chrome), navigate to the Propio On-Demand Interpretation portal:

Note: For first time users, you will see a pop-up window that 'Propio wants to use your microphone and camera,' click [Allow]. 

  • Log in using the following Propio ONE credentials:
    • User Code*

*Important: For instructions and user code, please refer to the Propio ONE Video Remote Interpretation document on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page.

  • Search or scroll to the Translation Language and click on the video camera icon for a video call.
  • Click on the telephone icon for an audio-only call.

 

Staff Member and Interpreter
  • Wait in the virtual room for the interpreter to join your meeting, and proceed with your conversation.
  • To disconnect, click on the [End Call] button. After confirming the request, the system will ask you to rate the interpreter’s performance and the call quality.

 

 

Procedures for Accessing Global Interpreting Network VRI

Follow the procedure below to connect to Global Interpreting Network VRI for on-demand,  same-day requests:

Who Action
Staff Member
  • On a desktop or laptop computer, go to https://gini.interpretmanager.com, allow the pop-up window, and sign into the SSA DEBS account using the following case-sensitive credentials:
    • Email*
    • Password*

*Important: For instructions, email, and password, please refer to the Global Interpreting Network Quick Reference Guide document on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page.

  • To get an interpreter, open the call by clicking on the phone icon located on the top right-hand corner of the screen, then select the language needed by clicking on the Language To drop-down.
  • Select Social Services for the type of interpreter required. (If you need a specific gender for a call, click on the three dots and select male/ female/ or no preference.)
    • To place an audio call, click on the speaker icon, and then click on the [Call] button to reach an interpreter, or
      To place a video call, click on the video camera icon, and then click on the [Call] button to reach an interpreter.

 
Staff Member and Interpreter

  • Wait for your interpreter to join the video session. 

Note: Third-party dial-outs are available in the platform and are done by the interpreter. If you need to place a call to your client, simply ask the interpreter for assistance.

  • If you cannot hear the interpreter or the interpreter cannot hear you, enter the chat room by clicking on the chat bubble. 

  • To disconnect, click on the [End Call] button. After confirming the request, the system will ask you to rate the interpreter’s performance and the call quality.

 

 

Procedures for Accessing Hanna Interpretation Services VRI

Follow the procedure below to connect to the Hanna Interpretation Services VRI for on-demand, same-day requests:

Who Action
Staff Member
  • On a desktop or laptop computer, go to https://sccgov-debc.vri-hannais.com and enter the SSA DEBS Access Code*.
  • Enter the required information as follows: 
    • Name of Requestor (your name),
    • Call Back Number, 
    • Name of Consumer/Consumer (please enter “SSA DEBS”), and 
    • PIN*.

*Important: For SSA DEBS access code and PINs, please refer to the Hanna Interpreting Services Quick Reference Guide document on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page.

  • Press the [Submit] button.
  • Click [Allow] on the pop-up window to allow microphone and camera access. You may be asked to click [Allow] again once your video call has been initiated.
  • Select the language you request for VRI. The language display panel will show you an estimated wait time for each language. 

Note: If there are no interpreters available, you will see the message, “No experts online” and will need to try your VRI later or use another SSA DEBS interpreter service vendor.

 

 

Staff Member and Interpreter

 

  • Wait for your interpreter to join the video session. Once the session has ended, end the call. 

 

Procedures for Accessing TransPerfect VRI

TransPerfect offers a VRI platform available to DEBS staff, offering services in ASL, Spanish, Vietnamese, Mandarin, and Russian. Additional VRI languages will be introduced based on future demand, and staff can continue to access other VRI options and numerous languages via SSA's three alternative language access vendors. 

 

Follow the procedure below to connect to the TransPerfect VRI for on-demand, same-day requests:

Who Action
Staff Member

  • On a desktop or laptop computer, go to https://vri.tptri.com and enter the required information as follows:  

    • SSA DEBS Client ID: 9021470

    • Client Unique Identification Number (UIN)/ District Office PIN*

  • Select the language you request for VRI from the drop-down menu.

  • Click the [Initiate a Video Call] button. You may be asked to click [Allow] again once your video call has been initiated.

 

Important: For additional guidance, please refer to the TransPerfect Connect Video Remote Interpretation document on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page.

 

Staff Member and Interpreter

 

  • Wait for your interpreter to join the video session. Once the session has ended, end the call. 

* Important: All four language access vendor account numbers, phone numbers, and 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. 

 

Related Topics 

Interpreter Services

Propio Language Services (Formerly Known as CyraCom)

Global Interpreting Network

Hanna Interpreting Services

TransPerfect Over the Phone Interpretation Services