Understanding Video Relay Service: A Comprehensive Guide

John Hood
Nov 22
5 min read

Updated: Dec 1

What is Video Relay Service?

Video Relay Service is a communication tool that allows individuals who use sign language to communicate with hearing people through a video interpreter. The user signs to the interpreter via a video connection, and the interpreter speaks to the hearing party on the phone. The hearing person responds, and the interpreter signs back to the user.

This service bridges the communication gap, making phone conversations accessible without the need for text-based communication or relay operators who do not use sign language.

Who Can Use Video Relay Service?

VRS is designed primarily for people who are deaf, hard of hearing, or have speech disabilities and use sign language as their primary mode of communication. To use VRS, you need:

A device with a camera and internet connection (smartphone, tablet, or computer)
Access to a VRS provider or app
Basic knowledge of sign language

Anyone who meets these criteria can use VRS to make and receive calls. Some providers may require registration or verification to ensure the service is used appropriately.

How Does Video Relay Service Work?

The process of using VRS is straightforward:

The user opens the VRS app or device.
The client starts a call.
A sign language interpreter appears on the screen.
Third parties are connected by telephone, VRS, Teams, or via a secure link.
The user signs their message to the interpreter.
The interpreter voices the message to the hearing person.
The hearing person responds verbally.
The interpreter signs the response back to the user.

This happens in real time, allowing a natural conversation flow. The interpreter remains confidential and neutral throughout the call.

What Equipment Do I Need for VRS?

To use Video Relay Service effectively, you need:

A device with a camera and microphone (smartphone, tablet, or computer)
A reliable high-speed internet connection
VRS software or app provided by a certified VRS provider

Many VRS providers offer free apps compatible with popular devices. Some specialized videophones designed for VRS use are also available, offering larger screens and better video quality.

Is Video Relay Service Free?

In many countries, VRS is offered free of charge to eligible users. In the United States, for example, the service is funded through the Telecommunications Relay Service (TRS) program, supported by fees collected from telecommunications companies.

Users typically do not pay for the calls made through VRS, but they may need to cover the cost of internet access or device purchase. It is important to check with your local VRS provider or regulatory body for specific details about costs and eligibility.

Can I Use VRS to Call Any Phone Number?

Yes, VRS allows users to call any standard telephone number in the country where the service is provided. This includes landlines, mobile phones, emergency services, and businesses.

Some limitations may apply for international calls or special numbers, depending on the provider’s policies. Always verify with your VRS provider if you plan to make calls outside the usual service area.

How Secure is Video Relay Service?

VRS providers follow strict privacy and security regulations to protect users’ information and conversations. Calls are confidential, and interpreters are bound by professional codes of conduct to maintain privacy.

However, users should ensure they use secure internet connections and trusted devices to avoid potential security risks. Avoid using public Wi-Fi networks for sensitive calls when possible.

What Are the Benefits of Using Video Relay Service?

VRS offers several advantages:

Natural communication: Users can communicate in their preferred sign language, making conversations more expressive and clear.
Real-time interaction: Conversations happen instantly, unlike text-based relay services that may have delays.
Accessibility: VRS opens up phone communication for people who might otherwise face barriers.
Flexibility: Users can make calls from home, work, or on the go using mobile devices.
Support for emergency calls: Many VRS providers support calls to emergency services, improving safety.

How Do I Choose a VRS Provider?

Choosing the right VRS provider depends on factors such as:

Service coverage: Ensure the provider serves your region and supports the languages you use.
App or device compatibility: Check if the provider’s software works on your preferred device.
Customer support: Look for providers with responsive support for technical or service issues.
Additional features: Some providers offer extra services like video mail, call history, or integration with other communication tools.

Research and try different providers if possible to find the best fit.

Can VRS Be Used for Video Calls Between Deaf Users?

VRS is designed for communication between a deaf or hard of hearing person and a hearing person via an interpreter. For video calls directly between two deaf users, other video communication platforms like FaceTime, Zoom, or Skype are more suitable.

However, some VRS providers may offer additional video communication services tailored for the deaf community.

What Should I Do If I Experience Technical Issues?

If you encounter problems such as poor video quality, dropped calls, or app crashes:

Check your internet connection speed and stability.
Restart your device and the VRS app.
Update the app to the latest version.
Contact your VRS provider’s customer support for assistance.

Keeping your device software updated and using a strong internet connection reduces technical issues.

How Does VRS Support Emergency Calls?

Many VRS providers allow users to call emergency services like 911. The interpreter facilitates communication between the user and emergency responders.

Users should inform the interpreter about the emergency clearly and follow any instructions given. It is important to verify with your provider how emergency calls are handled and any limitations.

Can VRS Be Used for Business Communication?

Yes, VRS can be used for business calls, allowing deaf employees or clients to communicate effectively with hearing colleagues or partners. This promotes inclusivity and equal access to communication in the workplace.

Some businesses integrate VRS into their communication systems or provide devices to employees who need them.

What Are the Future Trends in Video Relay Service?

Technology continues to improve VRS with:

Higher video quality and faster connections
Integration with smartphones and smart devices
Expanded language and regional support
Enhanced features like video mail and text chat alongside video
Use of artificial intelligence to assist interpreters

These advances aim to make VRS more accessible, reliable, and user-friendly.

Conclusion: Embracing the Future of Communication

Video Relay Service is a powerful tool that enhances communication for the Deaf and hard of hearing community. With its ability to facilitate real-time conversations, it breaks down barriers and fosters inclusivity. As technology advances, VRS will continue to evolve, providing even more opportunities for connection.

For those exploring VRS, understanding its features and benefits is crucial. This knowledge empowers users to make informed decisions about their communication needs. By embracing VRS, individuals can ensure that communication is truly barrier-free, paving the way for a more inclusive future.

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For more information on how to enhance Deaf accessibility in your workplace, consider visiting InSignLanguage Ltd.