Effective Dates: 03/10/2023
For Historical Reference Only
Archive Date: 05/24/2023
Comments: Replaced with EM-23017 SEN REV
Identification Number:
EM-23017
Intended Audience:All RCs/ARCs/ADs/FOs/TSCs
Originating Office:DCO OEST
Title:New Number for Video Remote Interpreting (VRI) Services
Type:EM - Emergency Messages
Program:All Programs
Link To Reference:See Reference at the end of this EM.
 
Retention Date: September 8, 2023

    A. Purpose
      This emergency message provides updated instructions for connecting to Video Remote Interpreting (VRI) services using a Video Service Delivery (VSD) unit.
    B. Background
      Video Remote Interpreting (VRI) services are available to Deaf or Hard-of-Hearing (DHOH) customers who visit field offices with Video Service Delivery (VSD) units. The VRI provider switched over to a new systems platform, requiring SSA to use an updated dial string to establish a VRI connection. Effective Thursday, March 9, 2023, technicians will need to dial a new number to establish a VRI connection.
    C. Updated instructions for establishing VRI connections
        · The updated dial string for VRI services is 022402005385@VTC.SSA.GOV.
        · This dial string will be reflected in the directory on all VSD units effective March 9, 2023.
            o To search the directory, click the icon highlighted in blue below and enter “VRI” in the search box.
            o Select the “A-VRI Video Relay Interpreter” option and place the call.

        · You can also use the dial pad feature to manually type the new dial string into the blank space. Once the dial string is entered, select “Call” to place the call.


        · Do not use the “Recent Calls” tab to dial VRI services. Unless a previous user has already dialed the new number on that VSD unit, the “Recent Calls” list will reflect the outdated VRI number.

    D. Procedure for reporting VRI issues
      You should be able to reach a VRI interpreter within 10 minutes of call initiation and experience a high-quality video call. Report any issues with connectivity, long wait times, making numerous calls to reach an interpreter, audio quality or video quality through your local management. Document the following information for any problematic calls:
        · When did you place the call(s)? Provide the date and time each call was initiated.
        · Did you see a splash screen after dialing the VRI number?
        · Did the call disconnect before you reached the splash screen?
        · Did the call disconnect while you were on the splash screen?
        · Did you manually dial the new VRI number, or did you use the pre-programmed entry for VRI? If you manually dialed the number, did you use the correct number?
        · Did you wait longer than 10 minutes to get connected to an interpreter? How long did you wait?
        · Did you have to place numerous calls before connecting to an interpreter?
        · Did the call disconnect after you connected with an interpreter?
        · Did you experience issues with audio quality? If so, describe the issues (e.g., could not hear interpreter, interpreter could not hear you, etc.)
        · Did you experience issues with video quality? If so, describe the issues (e.g., video froze, video pixelated, etc.)
      Management should report all issues to their Regional VSD Coordinators.
    E. Alternate options for providing service to DHOH customers
      If you cannot establish a successful connection with a VRI interpreter, there are several alternate methods that can be used to assist the DHOH population. The policy for interviewing DHOH customers is described in detail in GN 00203.012.

Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns or problems to their Central Office contacts.

Reference:
GN 00203.012 Special Interviewing Situations for Deaf or Hard-of-Hearing Customers
EM-23017 - New Number for Video Remote Interpreting (VRI) Services - 03/10/2023