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InSignLanguage Video Relay Service (VRS)

Video Relay Service (VRS) allows Deaf and hard-of-hearing individuals to communicate with hearing people through a live interpreter over video. With just a touch of a button, businesses can ensure inclusive and effortless interactions.

How Our VRS Works

We provide instant, inclusive communication with our VRS.
1. A Deaf customer initiates a call through the InSignLanguage VRS platform.
2. A professional interpreter connects live to facilitate the conversation.
3. Your team communicates seamlessly—just like any other call.​​​

We take care of the logistics so you can focus on your goals. This includes booking appointments, coordinating interviews, and arranging meetings with potential employers. You’ll also have access to Video Relay Service (VRS) minutes and interpreter support to ensure smooth communication during interviews and consultations.

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Video Relay Service (VRS) - Terms and Conditions

1. Purpose

This policy defines the parameters of interpreting support provided through the Video Relay Service (VRS). It ensures that calls facilitated by British Sign Language (BSL) interpreters remain safe, ethical, and appropriate for a remote setting. 

2. General Principles

  • VRS interpreters provide access to everyday communication between Deaf and hearing people. 

  • VRS should not be used for specialist, high-risk, or legally binding situations. 

  • Where appropriate, Deaf callers will be signposted to face-to-face or specialist interpreting services. 

3. Calls Suitable for VRS

VRS interpreters can support with: 

  • General customer service (shops, utilities, banks – for non-contractual queries). 

  • GP reception/admin (booking appointments, repeat prescriptions – not medical consultations). 

  • Workplace communication (check-ins, scheduling, day-to-day tasks). 

  • Education (enquiries with schools, colleges, or training providers). 

  • General information requests. 

4. Calls outside the Scope of VRS

VRS interpreters cannot support with the following: ​

4.1 Legal and Justice

  • Police interviews, statements, or custody procedures (PACE). 

  • Court hearings, tribunals, or probation meetings. 

  • Solicitor–client confidential calls. 

  • Immigration or asylum interviews. 

4.2 Healthcare and Mental Health​

  • Medical consultations, diagnoses, or hospital appointments. 

  • Psychiatric assessments, counselling, or therapy sessions. 

  • Emergency health situations (e.g. A&E, crisis calls). 

  • Discussions requiring informed consent for treatment. 

  • End-of-life or palliative care conversations. 

4.3 Safeguarding and High-Risk Situations​

  • Child protection or safeguarding meetings. 

  • Adult safeguarding or social care risk assessments. 

  • Domestic abuse or sexual violence disclosures. 

  • Crisis intervention (e.g. self-harm, suicidal ideation). 

4.4 Financial and Official Transactions​

  • Mortgage or loan applications. 

  • Signing legal or financial contracts. 

  • Wills, probate, or estate planning. 

  • Benefits tribunal hearings. 

4.5 Employment and HR (Formal Procedures)​

  • Disciplinary or grievance hearings. 

  • Redundancy or dismissal meetings. 

  • Union or HR dispute resolution. ​

5. Rationale

  • These exclusions are in place because such situations: 

  • Require specialist interpreting knowledge and training. 

  • Carry significant legal, medical, or safeguarding risks. 

  • Often demand an in-person presence for accuracy and safeguarding. 

6. Signposting

Where a call falls outside the scope of VRS, interpreters will: 

1. Explain the reason why the call cannot be supported via VRS. 

2. Signpost the Deaf caller to the most appropriate alternative, which may include: 

  • Face-to-face or specialist interpreting provision 

  • Other VRS providers holding the relevant contracts (e.g., DWP-related calls via Sign Solutions/InterpreterLive, banking-related calls via contractual VRS providers) ​​​

3. Escalate the matter to Altan Maidrig and Gloria Nsofu for further guidance and support. ​

7. Review

This policy will be reviewed annually to ensure alignment with best practice, safeguarding requirements, and professional interpreting standards. 

8. Complaints & Feedback

We welcome feedback and aim to resolve issues quickly. Contact us via:

9. Contact Us

📧 hello@insignlanguage.co.uk
📹 BSL video chat available
📞 Phone support: Mon–Fri, 9:00 AM – 5:00 PM

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