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Update 2025-10: CyraCom Transition to Propio Language Services
Common Place Handbook
| Date | References | Clerical | Implementation |
| 11/05/25 | N/A | N/A | 11/05/25 |
Background
The Social Services Agency longtime language access vendor, CyraCom (formerly known as Voiance), has been acquired by Propio Language Services.
Changes
Minor changes to the call-in prompts will take place on 11/05/2025, but all interpreter phone numbers and PINs will remain the same. End-users may notice the following differences:
- The interactive voice response (IVR) voice will sound different,
- Optional intake questions will be asked by the interpreter to speed up connection times, and
- To conduct 3rd party dial-outs, instruct the first person who answers that a dial-out is necessary.
With this acquisition, interpreter coverage will be expanded to include both CyraCom and Propio interpreters with call routing through Propio's telephony platform. This brings benefits to both interpreter networks, including faster connect times, additional language coverage, and modernized technology. For Spanish, call times are expected to be connected in 8 seconds (on average) and all other languages in 12 seconds (on average).
Marketing materials available on the DEBS Program References - Language/Translations Resource Materials page and DEBS lobby posters will be updated in the coming months as they are made available. For additional information and Frequently Asked Questions (FAQs) on these changes, please visit the Propio-CyraCom Transition webpage.
Documentation
The use of interpreter services must be documented in the CalSAWS Case Journal. For guidance on documentation requirements, refer to the Interpreter Services Documentation section in the Interpreter Services topic.
Data Systems
CyraCom Connect online links to access an interpreter via a web browser and/or pre-schedule video remote interpretation (VRI) calls should remain functional and continue to operate until the transition to the PropioOne application takes place on 12/31/2025.
Forms
DEBS staff may continue to report any issues experienced with any SSA language access vendor (i.e., long wait times, disconnected calls, etc.) with the DEBS Language Access Vendor Complaint Form (SCD 2619) available on the DEBS Forms Library.
Other Programs
This Update applies to all DEBS programs.
Department of Employment & Benefits Services
Contact Person(s): Kamille-Angelita Reddy, SSA Business Policy Implementation Specialist