GOOD MORNING, EVERYONE, THANK
YOU FOR JOINING TODAY. WE ARE
HOSTING OUR FIRST ORS EVENTS
MANAGEMENT TOWN HALL. PRESENTED
BY ACCESS INTERPRETING. OUR
CONTRACTOR FOR OUR SERVICES. IF
YOU DON'T KNOW ME ALREADY I
AMYLIN DA, I MANAGE THE
INTERPRETING SERVICES PROGRAM
FOR ALL OF NIH AND OUR SERVICES
ARE CENTRALLY FUNDED. AND EASY
TO ACCESS. AND THANK YOU FOR
COMING THOSE OF YOU IN THE ROOM
TODAY.
AND ALSO THOSE OF YOU WATCHING
THE VIDEO CAST. SO WITHOUT
FURTHER ADO I WOULD LIKE TO
INTRODUCE OUR ACCESS
INTERPRETING TEAM. TO BEGIN THE
PRESENTATION. AND BY THE WAY IF
YOU'RE THIRSTY THERE'S WATER
RIGHT UP HERE AND CUPS. YOU'RE
WELCOME TO IT.
>> HI, EVERYBODY, MY NAME IS
BRAD LEON, I AM THE CEO OF
ACCESS INTERPRETING AND WE'RE
HERE, WE PROVIDE SERVICES FOR --
TO THE NIH FOR NOW THIRTEEN
YEARS IT'S BEEN. SO BEEN GOOD.
I KNOW THAT WE HAVE A LIVESTREAM
GOING ON AS WELL SO IT SEEMS TO
BE WORKING SO THANKS FOR LETTING
US KNOW THAT SEEMS TO BE IN
ORDER. PEOPLE ARE JOINING.
THIS WILL ALSO BE RECORDED AND
YOU CAN WATCH IT LATER AT YOUR
OWN CONVENIENCE. WE HAVE YOU
ARE A TEAM HERE TODAY. I FEEL
FUNNY BECAUSE WE'RE LINED UP IN
A ROW AS IF WE'RE GIVING A
PRESENTATION BUT THIS IS NOT THE
STYLE OF TODAY. IT IS GOING TO
HAVE A PRESENTATION FROM US BUT
THEN MORE OF AN OPEN DISCUSSION.
I WANT TO INTRODUCE THE TEAM WE
HAVE SHANA.
>> HI, I'VE BEEN WITH ACCESS
INTERPRETING FOR FIFTEEN YEARS.
SO HI, GOOD TO SEE EVEN, TODAY
-- EVERYBODY TODAY.
>> HI, EVERYBODY, I'M CHRISTI
WHITE, I'M THE PROGRAM LEAD,
NICE TO MEET YOU ALL.
>>.
>> HI, EVERYONE, MY NAME IS
KAITLYN MATHES, I'M A SCHEDULING
COORDINATOR FOR NIH.
>> HI, EVERYONE, MY NAME IS
AKEELAH RICHARDSON AND I'M
ANOTHER LEAD INTERPRETER HERE
TONIGHT.
>> AT THE VERY END OF THE TABLE
WE HAVE OUR CDI, STACY HERE
TODAY AND SHE WILL MIRROR
ANYTHING FROM THE AUDIENCE FOR
EVERYONE TO HAVE ACCESS. SO...
SO FIRST BEFORE WE BEGIN LIKE
BRAD MENTIONED THIS IS NOT A
FORMAL PRESENTATION. WE'RE
GOING TO HAVE A FEW REMARKS.
EVERYONE ON THE TEAM WILL
PROBABLY ADD TO IT. BUT WE
WANTED THIS TO BE INTERACTIVE.
SO I GUESS WE'LL START WITH WHY
WE'RE HERE TODAY. OBVIOUSLY,
WE'RE GOING TO GIVE YOU A LITTLE
BIT OF A BACKGROUND ABOUT THE
INTERPRETING SERVICES CONTRACT
TO ANSWER ANY QUESTIONS YOU
HAVE. AND THEN ONE UNIQUE THING
ABOUT TODAY THAT I WANT TO TALK
ABOUT IS THE CHANGES WE'VE SEEN
IN THE INTERPRETING INDUSTRY.
WE WON THE CONTRACT WITH NIH IN
2011 INITIALLY SO WE'VE BEEN
WORKING WITH NIH FOR THIRTEEN
YEARS AND OVER THE YEARS WE HAVE
SEEN A LOT OF CHANGES, A LOT OF
NEW FACES. SOME PEOPLE FROM
BEFORE AND YOU MAY HAVE NOTICED
IF YOU'VE BEEN AROUND THAT
INTERPRETING SERVICES HAVE
CHANGED IT'S A LOT HARDER TO GET
INTERPRETERS TODAY THAN BACK
THEN. AFTER COVID THE INDUSTRY
SHIFTED SIGNIFICANTLY. ME,
MYSELF, I'M A DEAF PERSON, OUR
PARENTS ARE STARTING TO NOTICE
IT'S VERY, VERY DIFFICULT TO GET
INTERPRETERS. PLUS, YOU, THE
CONSUMERS, NOT JUST AT NIH BUT
AT OUR OTHER CONTRACTS HAVE MADE
CONSCIOUS IT'S HARD TO GET
INTERPRETERS ONSITE. WHAT USED
TO BE ONE TO TWO WEEKS IS NOW
ONE TO TWO MONTHS THESE ARE
CHANGES THAT WE'RE NOTICING.
AND SO THAT'S THE POINT OF
TODAY'S CONVERSATION TO TALK
ABOUT WHAT THE INDUSTRY LOOKS
LIKE TODAY SO THAT YOU'RE MORE
FAMILIAR WITH IT. YOU'RE AWARE
THAT WE CAN HOPEFULLY BETTER
SERVE YOU. SO AS WE WORK
TOGETHER THROUGH THIS NEW ERA.
SO WE'RE GOING TO GO THROUGH A
COUPLE DIFFERENT SLIDES TODAY.
I WILL EXPLAIN THINGS. WE'LL
TAKE TURNS UP HERE ON THE PANEL
EXPLAINING DIFFERENT SITUATIONS
AND WHATNOT BUT LET'S HOLD
QUESTIONS UNTIL THE END AND IF
YOU HAVE ANY QUESTIONS THAT ARE
ABOUT YOUR OWN SERVICES IN
PARTICULAR PLEASE ADDRESS THOSE
AFTER. WE DON'T WANT TO TAKE
EVERYONE'S TIME FOR PERSONAL
QUESTIONS. LET'S KEEP IT TO
GENERAL QUESTIONS. WE HAVE
PEOPLE WATCHING ON THE
LIVESTREAM AS WELL AND THEY
CAN'T ASK QUESTIONS THROUGH SIGN
LANGUAGE SO ASK QUESTIONS AFTER.
THIS IS THE AGENDA OF OUR TIME
TODAY. SO LET'S INTRODUCE
EVERYBODY FIRST.
>> WE'VE ALREADY INTRODUCED
OURSELVES AND OUR NAMES BY I
WANT TO INTRODUCE OUR SCHEDULING
TEAM. IT'S AN ENTIRELY DEAF
DEAF SCHEDULING TIME. WE HAVE
JOHN, ONE IS JR, ONE IS JOHN.
WE HAVE OUR TEAM LEAD, JR HE'S
BEEN WITH THE COMPANY SEVEN
YEARS AND RUNS THE ASL
DEPARTMENT AND WE HAVE JOHN
HODGE SON AND HE'S BEEN WOING -
AND WE HAVE THOSE WHO STARTED
TWO YEARS AGO. WE'RE ALL DEAF
AND THAT'S IMPORTANT TO US AS A
COMPANY. AS DEAF PEOPLE WE
UNDERSTAND THE NEEDS OURSELF.
SO WE KNOW WHAT YOU ALSO NEED
AND WE'RE HERE TO MAKE SURE WE
ACCOMMODATE YOUR NEEDS AND FIND
THE BEST FIT FOR EACH OF YOU
BECAUSE WE KNOW WHAT IT'S LIKE
SO I WANT YOU TO KNOW THAT WE'RE
ALL DEAF AND WE -- WE ARE VERY
PROUD OF THAT FACT. AND WE FEEL
VERY STRONGLY THAT THAT ALLOWS
US TO SERVE THE COMMUNITY SO
THAT'S THE SCHEDULING TEAM. ALL
RIGHT SO THIS IS AKEELAH
SPEAKING TODAY. I WILL TALK
ABOUT THE PROCESS OF THE REQUEST
FROM THE SUBMISSION TO THE
RECEIPT OF THE INTERPRETER SO
YOU HAVE AN NIH E-MAIL THAT WE
USE THAT IS USED -- IT'S
CONNECTED TO OUR SCHEDULING
PORTAL. SO WHEN YOU FIRST SET
UP A REQUEST YOU TYPE IN THE
NAME, THE TIME, ALL THE DETAILS
OF THE JOB, ALL THE INFORMATION
IN THAT REQUEST. IS VERY
IMPORTANT TO US. TO GIVE TO OUR
INTERPRETERS. SO YOU'LL SUBMIT
A REQUEST, AND AUTOMATICALLY WE
GET AN E-MAIL IN OUR INBOX.
WITH INFORMATION ABOUT THAT
REQUEST. THEN WE CAN GO INTO
USHGS SKED LOOK AT THE
INFORMATION PROVIDE AND IF WE
NEED A LINK OR ANYTHING FROM YOU
WE'LL REACH OUT.
THEN ONCE WE VERIFY ALL THE
DETAILS OF YOUR REQUEST, THEN
THERE'S THE NEXT STEP IN THE
PROCESS WHICH KAITLYN WILL
DESCRIBE.
>> KAITLYN: SO THE NEXT STEP, WE
HAVE ABOUT 75 ALMOST 76, YOU
KNOW, CONSUMERS HERE AT THE NIH.
THAT'S A LOT OF INFORMATION TO
RETAIN AND A LOT TO REMEMBER WHO
IS A GOOD FIT FOR WHAT
ASSIGNMENT THAT'S THE FIRST STEP
IS FIGURING OUT WHICH
INTERPRETERS ARE AVAILABLE,
WHICH ARE NOT, WHICH MAY CHANGE
AND WHO IS A GOOD FIT? SO WE
LOOK AT A LIST OF INTERPRETERS
THAT WE HAVE. AND WE SEE WHO
THE BEST FIT FOR AN ASSIGNMENT
IS AND WE SELECT FROM THAT LIST.
THEN THE ACTUAL CONFIRMATION
ARISES SO IF THE INTERPRETER IS
AVAILABLE AND THE COLLEAGUE IS
SATISFIED WITH THAT INTERPRETER
THEN WE SEND A CONFIRMATION
E-MAIL AND YOU'LL GET THREE
DIFFERENT E-MAILS. WE'LL SEND
THREE DIFFERENT E-MAILS ONE TO
THE POC, THE INTERPRETER, AND TO
THE CLIENT. AND OFTEN THE POC
AND THE CLIENT WILL BE
DIFFERENT. THAT'S WHY THERE ARE
TWO DIFFERENT E-MAILS SENT OUT.
NOW ANY INFORMATION THAT'S
NEEDED, FOR EXAMPLE, IF AN
INTERPRETER ASKS FOLLOW UP
QUESTIONS AND WE DON'T KNOW HOW
TO ANSWER THEM WE'LL REACH OUT
EITHER TO THE POC OR THE CLIENT
THEMSELVES AND WE CAN GIVE THAT
INFORMATION TO THE INTERPRETER,
WE CAN ADD IT TO U SKED INTO THE
REQUEST ITSELF. THEN, FINALLY
THE EVENT HAPPENS, THE MEETING,
THE WEBINAR, WHATEVER IT IS.
AND THE INTERPRETER SHOWS UP THE
CLIENT IS THERE. CART IS THERE.
ASL. BOTH WERE REQUESTED AND
THE SERVICES ARE PROVIDED.
>> AKEELAH: I DO WANT TO ADD
AFTER THE MEETING CONCLUDES OR
THE EVENT CONCLUDES YOU CAN
REACH OUT TO US, IF YOU HAVE
FEEDBACK ABOUT THE INTERPRETER.
IF YOU WANT THAT INTERPRETING.
IF YOU DON'T WANT TO SEE THAT
INTERPRETER AGAIN YOU CAN REACH
OUT TO US WITH THAT KIND OF
FEEDBACK. OUR E-MAIL DOORS ARE
ALWAYS OPEN.
>> BRAD: SO I WANT TO DISCUSS A
LITTLE BIT ABOUT SOME OF THE
CHALLENGES THAT I DON'T KNOW IF
YOU'RE AWARE OF. MAYBE SOME OF
YOU ARE FAMILIAR WITH THESE
CHALLENGES OR YOU'VE HEARD OF
THEM IN THE INDUSTRY AND YOU'VE
SEEN PEOPLE TALK ABOUT THEM BUT
I WANT TO MENTION THAT WE ARE
HAVING SIGNIFICANT CHALLENGES
THAT THE WHOLE INDUSTRY IS
EXPERIENCING. IT IS THE ENTIRE
INDUSTRY NATIONWIDE SO I WANT TO
EXPLAIN THAT A LITTLE BIT AND
THAT ACCESS HAS BEEN ABLE TO GET
THROUGH IT. NOW, BEFORE COVID,
WE -- WE'LL SHOW YOU STATISTICS
LATER ABOUT WHAT THE WORLD
LOOKED LIKE BEFORE COVID. BUT
ONCE COVID HAPPENED, IT'S FUNNY
BECAUSE LINDA, WHEN THAT
HAPPENED, LINDA STARTED TO HEAR
SOME CHATTER. AND YOU KNOW,
WASN'T SURE WHAT WAS TRUE, WHAT
WASN'T BUT I TOLD HER, LINDA, WE
BETTER PREPARE FOR THIS IN CASE
SOMETHING HAPPENS. LIKE A
PANDEMIC. BECAUSE YOU DON'T
WANT TO FIGURE IT OUT TOO CLOSE
TO WHEN IT HAPPENS AND SO WE HAD
U SKED, OUR SYSTEM AND WE
DEVELOPED A SYSTEM CALLED
VIRTUAL PLUS, A VIRTUAL
CONFERENCING PLATFORM AND
THERE'S OTHERS AS WELL.
ZOOM AND MS TEAMS, WHATEVER, WE
HAD DEVELOPED OUR OWN IN-HOUSE
AND IT WAS IN BETA TESTING AT
THE TIME AND I TOLD LINDA I
WONDER IF WE SHOULD ROLL OUT
VIRTUAL PLUS FOR PEOPLE AT NIH.
AND THEN I THINK I CALLED YOU IN
FEBRUARY IT WAS, FEBRUARY 2020
AND I SAID, YOU KNOW, I THINK
IT'S TIME TO ROLL OUT VIRTUAL
PLUS JUST TO GET PREPARED AND
SHE AGREED. WE TALKED ABOUT THE
DEVELOPMENT TEAM. SHE
ACTUALLY -- AND I THINK NIH
CLOSED ITS DOORS THE VERY NEXT
MONTH, ONE MONTH AFTER THAT,
EXCUSE ME IF I AM INCORRECT BUT
I BELIEVE WE -- MARCH. SO IT
WAS ONE MONTH. IT WASN'T TWO
MONTHS. IT WAS ONE MONTH LATER.
MARCH 12TH. THANK YOU FOR THAT,
LINDA, MARCH 12TH I CALLED IN
FEBRUARY AND IN MARCH IT WAS
TIME TO MAKE USE OF THAT
SERVICE. WE HAD TO ROLL OUT
VIRTUAL PLUS AND OF COURSE THERE
WERE ISSUES BUT WE WERE BOTH
SURE WE HAD TO DO THIS. WE WENT
FORWARD WITH IT AND WE USED
VIRTUAL PLUS AND IT WAS REALLY
GREAT BECAUSE TO BE HONEST, I AM
SURE YOU GUYS AS DEAF PEOPLE
TALK TO YOUR FAMILIES AND
COLLEAGUES AND WHATNOT AND YOU
PROBABLY EXPERIENCE NO SERVICES
FOR AWHILE. IF YOU HAD AN
INTERPRETER, MAYBE THEY WERE
DELAYED OR WERE NOT AVAILABLE.
HERE AT NIH WE ROLLED IT OUT
IMMEDIATELY AND ONCE EVERYONE
CONVERTED TO VIRTUAL WE WERE
ABLE TO SWITCH TO VIRTUAL AND WE
DID IT THAT SAME DAY AND IT WAS
A SEAMLESS TRANSITION SO IT'S
REALLY NICE BECAUSE HAVING THAT
AVAILABILITY AND THEN GOING
THROUGH THE TIME TOGETHER WHERE
WE HAD TO ADD POTENTIAL TOOLS OR
SOME PEOPLE WANTED TO USE
VIRTUAL PLUS. SOME PEOPLE
WANTED TO USE ZOOM.
OTHER AVENUES BUT ADDING THOSE
CAPABILITIES WAS A LOT SMOOTHER
BECAUSE OF THE SEAMLESS
TRANSITION. IT'S IMPORTANT TO
EXPLAIN OUR ABILITY TO ADAPT,
ESPECIALLY IN WHAT WE'RE
EXPERIENCING NOW IS A PANDEMIC
AT THE TIME, WE DIDN'T KNOW MUCH
ABOUT THE VIRUS AND NIH WAS
LEADING THE AREA AND DR. FAUCI
WAS FROM THE NIH SO WE WERE
RIGHT ON THE CUSP OF IT TOGETHER
AND THAT'S WHEN V PLUS LAUNCHED
AND WE MADE SURE THAT WE COULD
ADAPT.
BECAUSE WE WANTED TO MAKE SURE
YOU HAD SERVICES. WE DIDN'T
WANT YOU TO LOSE SERVICES. I
THINK IT'S IMPORTANT TO TALK
ABOUT THAT IN WHAT HAPPENED
DURING COVID AND THINGS HAPPENED
DURING THE TIME AFTER AS WELL
THAT WE'RE GOING TO GET INTO A
LITTLE BIT PRETTY SOON. JUST SO
YOU ALL UNDERSTAND WHAT HAPPENED
AND WHERE WE WENT FROM THERE.
>> SHANA: AS BRAD MENTIONED
COVID HAPPENED. IT'S OVER NOW
PRETTY MUCH BUT VIRTUAL WORK IS
NOT OVER. AND WE'RE NOTICING
BEFORE COVID, WE WOULD HAVE,
WE'LL HAVE STATISTICS AGAIN AT
THE END BUT EVERYTHING WAS
ONSITE. INTERPRETERS WERE WELL
ACCUSTOMED TO GOING ONSITE. BUT
THEN PEOPLE GOT SPOILED TO BE
HONEST. INTERPRETERS, YOU, ME,
ALL OF US, I ADMIT IT. I LIKE
TO WORK FROM HOME. IT'S THE
SAME FOR INTERPRETERS. THEY
HAVE NO INTEREST IN COMING
ONSITE. THEY'D RATHER STAY HOME
AND WORK VIRTUALLY, THEY DON'T
HAVE TO DRIVE, PACK A LUNCH,
TAKE TIME AWAY FROM THEIR
FAMILY. I UNDERSTAND THAT. I
FEEL THE SAME WAY BUT IT IS A
SIGNIFICANT CHALLENGE TO
CONVINCE INTERPRETERS TO COME
ONSITE AND WE HAVEN'T RESOLVED
THAT ISSUE YET AND THEY GOT SO
SPOILED THAT THEY'VE REALIZED
THAT IT'S CONTRIBUTING TO
INTERPRETERS NOT COMING BECAUSE
OF COVID. SO THAT'S THE LESSON
WE LEARNED AND SO WE'RE HERE
TODAY TO ENGAGE WITH THE
COMMUNITY AT AGENCIES OF OTHER
INTERPRETING AGENCIES TO WORK
TOGETHER TO FIGURE OUT HOW WE
CAN TRY TO FIGURE SOMETHING OUT
TO RESOLVE THIS. MAYBE
FLEXIBILITY. MAYBE REQUESTING
MORE VIRTUAL ASSIGNMENTS IS THE
ANSWER. EXPANDING YOUR POOL OF
INTERPRETERS BECAUSE THIS IS A
VERY CHALLENGING TIME. MY
PARENTS EVEN TALK ABOUT IT HOW
FRUSTRATING IT IS GOING TO A
DOCTOR'S APPOINTMENT AND NOT
HAVING A LIVE INTERPRETER THERE.
I KNOW. THAT SOLUTION NOW IS
VRI. SO I TELL EVERYBODY TELL
THEIR FRIENDS, THIS IS JUST THE
SITUATION AT HAND SO I'M GOING
TO SHARE SOME ISSUES THAT WE'RE
FACING AS A COMPANY.
>> BRAD: ACTUALLY TYING TO WHAT
SHANNON JUST SAID NATIONWIDE
WE'RE EXPERIENCING A SHORTAGE OF
INTERPRETERS AND WE'LL AGAIN
TALK ABOUT THIS IN LATER SLIDES
BUT I THINK ONE THING THAT WAS
MENTIONED IS AN IMPORTANT KEY TO
REMEMBER IS A LOT OF TIMES
INTERPRETERS ARE NOT WILLING TO
GO ONSITE AND THOSE THAT ARE
WOULD RATHER, THEY'RE PREFERRED
INTERPRETERS BY MANY, MANY
PEOPLE AND I'M NOT KIDDING.
SOMETIMES IT'S LIKE 20 CONSUMERS
LIKE YOURSELVES WHO ALL WANT
THIS ONE INTERPRETER. THIS ONE
GREAT INTERPRETER. SO HOW DO WE
DIVIDE THAT PERSON'S TIME? HOW
DO WE MAKE THOSE DECISIONS? WE
HAVE A LOT OF REQUESTS FOR THAT
ONE PERSON. HOW DO WE
ACCOMMODATE ALL OF THAT? AND WE
ALWAYS ASK THEM OF COURSE BUT
THEIR TIME IS FILLED UNUSUALLY.
AND THE BEST INTERPRETERS, THE
MOST SKILLED OR SEASONED
INTERPRETERS HAVE LUCK OF THE
DRAW AND THEY WILL MAKE THEIR
BOOKINGS MONTHS IN ADVANCE.
MAYBE THEY'RE ON CALL FOR A YEAR
SO FOR NIH WE CAN BOOK AN ON
CALL FOR 2025. WE CAN ARRANGE
FOR AN INTERPRETER TO TAKE ALL
WEDNESDAY. AND THEN WE HAVE
WEDNESDAYS SET UP.
AND SO WE DO THAT WITH OUR
INTERPRETERS SO THEY CAN DO THAT
WITH OTHER CLIENTS AS WELL AND
THEN THEY'RE BOOKED FOR AN
ENTIRE YEAR. DO I HAVE -- I DO
HAVE A DEAF FAMILY.
AND I UNDERSTAND THE DESIRE TO
HAVE THOSE INTERPRETERS BUT
THEY'RE ALSO ALREADY BOOKED AND
OTHER ISSUES WILL COME UP.
SO MAYBE THEY WANT TO WORK FROM
HOME ONCE IN A WHILE. THEY
DON'T WANT TO GO ONSITE ALL THE
TIME AND THOSE ARE CHANNELS THAT
WE SPAERNS EXPERIENCE ON THE
DAY-TO-DAY.
I THINK IT'S IMPORTANT TO WORK
TOGETHER TO GROW OUR TEAM, TO
GROW THE INTERPRETER TOOL AND
ALL THE STATISTICS WE'RE GOING
TO SHOW, THE TEAM HAS DONE A
PHENOMENAL JOB OF TRYING THEIR
BEST TO SERVE THE INDUSTRY.
EVEN THOUGH IT'S BEEN DIFFICULT.
IF YOU GO TO A FANCY RESTAURANT
YOU MAY EXPERIENCE, 99% OF THE
TIME IT'S A GREAT EXPERIENCE BUT
THAT ONE TIME WHEN THE WAITRESS
HAS A BAD ATTITUDE OR YOUR FOOD
IS RARE INSTEAD OF MEDIUM RARE,
OR IT'S MORE RARE THAN MEDIUM OR
WHATEVER. IF IT'S NOT THE
RIGHT -- IF IT'S NOT A GOOD
EXPERIENCE YOU'LL REMEMBER THAT
AND THAT'S NORMAL. THAT'S
NORMAL IN A SERVICE-BASED
INDUSTRY. SO WE HAVE A POLICY
OF MAKING IT RIGHT. AND I THINK
WE'RE GOING TO TALK ABOUT
FEEDBACK TOO AND WE MENTIONED IT
A LITTLE BIT. FEEDBACK IS
CRUCIAL TO US BECAUSE WE HAVE AN
ALL DEAF SCHEDULING TEAM AND
THEY WANT TO HEAR YOUR FEEDBACK.
YOU CAN CONTACT THEM THROUGH
VIDEO PHONE AND HAVE A
CONVERSATION WITH THEM THROUGH
ASL BECAUSE WE ULTIMATELY WANT
TO WORK WITH YOU. IT MAY NOT BE
THE RESULTS SPECIFICALLY THAT
YOU WANTED BUT LIKE THE, YOU
KNOW, EXAMPLE SHANNON JUST GAVE
WE WANT TO WORK TOGETHER TO MAKE
SOMETHING THAT WORKS AND IS
SATISFACTORY TO EVERYONE. IT
COULD BE A TRIAL AND ERROR
PERIOD. MAYBE WE TRY NEW
THINGS. THERE'S DIFFERENT
STRATEGIES WE CAN USE AND THE
TEAM HAS A LOT OF EXPERIENCE
WORKING WITH CLIENTS IN
DIFFERENT AGENCY IN DIFFERENT
TYPES OF SCENARIOS TO MAKE
THINGS WORK. I JUST WANT TO
REEMPHASIZE WHAT SHANNON WAS
MENTIONING ABOUT THAT SITUATION.
>> SHANNON: FOR EXAMPLE WE HAVE
TWO INTERPRETERS HERE WITH US
TODAY WHO PEOPLE ASK FOR A LOT.
ALL THE TIME. PEOPLE ASK FOR
BOTH OF THEM QUITE OFTEN. AND
THAT'S OBVIOUSLY WHY WE BROUGHT
THEM HERE TODAY. LYDIA WORKS
FULL-TIME IN A DIFFERENT AGENCY
IN FACT AND SHE DOESN'T COME TO
THE NIH SO SHE'S KIND OF OUT.
JULIANA HAS BECOME THE DIRECTOR
OF OUR BUSINESS DEVELOPMENT SO
SHE'S NOT REALLY INTERPRETING
MUCH ANYMORE. SHE DOES
INTERNALLY. WE LOST TWO GREAT
INTERPRETERS AND THAT IS WHAT
HAPPENS BY THE ONES WHO GET
REQUESTED BY A LOT OF PEOPLE.
WE DISCUSSED AS A TEAM AND OTHER
SCHEDULERS WHO ARE ON OUR TEAM
WHAT ARE WE GOING TO DO? IF A
CLIENT WANTS A PARTICULAR
INTERPRETER MAYBE WE CAN TRY OUT
A NEW INTERPRETER WITH THEM.
WHAT DO WE DO INTERNALLY BECAUSE
WE'RE ALL DEAF SO THIS IS AN
INTERNAL STRUGGLE. WE THINK A
CLIENT MAY LIKE SOMEONE AND THEY
TURN OUT NOT TO OR THEY SURPRISE
US WITH WHO THEY DO AND DON'T
LIKE AND WE CAN'T ALWAYS PREDICT
THAT. IT'S A PERSONALITY THING.
SOMETIMES PEOPLE FIT EACH OTHER
DIFFERENTLY THAN WE WOULD
ANTICIPATE SO WE TALK ABOUT THIS
INTERNALLY ALL THE TIME. AND
THEN THERE'S INTERPRETERS WHO
WON'T GO ONSITE AND WE'RE
CONSTANTLY WONDERING WHAT TO DO
ABOUT IT. DO YOU THINK THEY'LL
GO ONSITE FOR THIS JOB, HOW CAN
WE CONVINCE THEM TO GO ONSITE.
WE TALK ABOUT HOW TO CONVINCE
INTERPRETERS TO GO ESPECIALLY IF
WE NEED AN INTERPRETER TO GO TO
A TWO HOUR JOB. THEY'D RATHER
STAY HOME AND WORK VIRTUAL ALL
DAY. WHY WOULD THEY GO ONSITE
FOR JUST TWO HOURS? THESE ARE
SIGNIFICANT CHALLENGES. AND IT
MAKES ME MAD AS A DEAF PERSON
BECAUSE I FEEL LIKE, COME ON,
YOU HAVE A JOB. BECAUSE OF US.
BUT THEY STILL WON'T GO. AND SO
WE'RE KIND OF LEFT OF WHAT TO
DO. AND WE HAVE INTERPRETER
TRAINING PROGRAMS. THEY USED TO
BE PROGRAM AND THERE USED TO BE
MANY AROUND THE U.S. WE SET UP
OUR PROGRAM IN 2012 OR 2013 AND
WE RECRUITED INTERNS TO COME.
WE GOT A LOT OF APPLICATIONS AND
THEN WHEN COVID HAPPENED THE
INTERNSHIP PROGRAM WENT ON
MORATORIUM BECAUSE WE DIDN'T
HAVE THE SAME KIND OF WORK THAT
WE NORMALLY DID. WE DIDN'T HAVE
ONSITE WORK. SO WE PUT IT ON
HOLD WE REDEVELOPED THE
INTERNSHIP PROGRAM AND NOW IT'S
BACK. AND WE HAVE NEW
COORDINATORS. AND WE HAD NOW
LESS STUDENTS ENROLLING AND THE
PROGRAMS ARE SHRINKING AND THE
ENROLLMENT ISSUES HAVE SHUT
DOWN. STUDENTS DON'T SEEM TO BE
INTERESTED IN LEARNING ASL
ANYMORE. THEY DON'T SEEM TO BE
TAKING IT AS MUCH AND THEY DON'T
AT COLLEGE, THEY LEARN IT ONLINE
OR FROM FRIENDS SO THE QUALITY
OF INTERPRETERS OR SIGNERS IS
NOT AS GOOD AS THE FORMALLY
TRAINED QUALITY WE WERE USED TO.
SO THAT, THE LESS ENROLLMENT AND
THEN THE QUALITY THAT I JUST
MENTIONED, HAS ALL BEEN
DECREASING AND WE'VE SEEN THAT
BECOME A HUGE PROBLEM FOR US.
AND IN THE INDUSTRY WE'RE STILL
SCREENING AND WE SEE LESS PEOPLE
COME THROUGH OUR DOORS SO THE
VOLUME OF PEOPLE COMING IN IS
LESS THAN IT USED TO BE. AND
WITH LESS INTERNS WE'RE GOING TO
HAVE LESS IN THE FUTURE TO FILL
THOSE WHO ARE RETIRING.
>> YEP, SO I DO WANT TO ADD TO
THAT AS WELL THIS IS BRAD
SPEAKING. I THINK IT'S
IMPORTANT BECAUSE THIS IS THE
NEXT STEP WE PLAN ON TALKING
ABOUT AND TALKING ABOUT THE
SEASONED INTERPRETERS, THE
PEOPLE WHO MIGHT BE OLDER.
WE'LL CALL THEM SEASONED
INTERPRETERS. BUT THOSE SEASON
SEASONED INTERPRETERS A LOT OF
THEM WHEN COVID HIT AND LET'S
SAY THERE'S NOT A LOT OF NEW
INTERPRETERS IN THE PIPELINE SO
YOU HAVE A LOT OF SEASONED
INTERPRETERS WHO DURING COVID
SAID I'M RETIRING, THIS IS MY
TIME TO GET OUT. A LOT OF THEM
MADE THAT DECISION AND IN ALL
ACTUALITY THERE ARE A LOT OF
INTERPRETING AGENCIES I AM GOING
TO TELL YOU RIGHT NOW BECAUSE U
SKED IS LICENSED TO A LOT OF
AGENCIES BUT A LOT OF THEM
CLOSED DOWN.
THEY MIGHT HAVE REOPENED A
LITTLE BIT NOW BUT A LOT OF THEM
SHUT DOWN. ESPECIALLY
NATIONWIDE ALL THE WAY OUT TO
CALIFORNIA. K-12 PROGRAMS, THEY
MIGHT HAVE SHUT DOWN. OR MAYBE
THEY HAD CONTRACTS WITH
HOSPITALS. NOT A LOT OF FEDERAL
CONTRACTS BUT -- THEY DIDN'T
HAVE THAT ABILITY TO ADAPT THEY
DIDN'T HAVE A BANDWIDTH AND ABLE
TO FIT THE NEEDS OF THE CURRENT
LANDSCAPE AND THE CLIMATE OF HOW
WE NEED TO PROCEED IN THE
INTERPRETING WORLD. SO I THINK
THAT IS REALLY IMPORTANT. A LOT
OF THOSE SEASONED INTERPRETERS,
THEY SEEM TO NOT HAVE A LOT OF
WORK. A LOT OF TIMES, YOU KNOW,
WE WOULD REACH OUT TO THEM AND
THEY WOULD BE AVAILABLE BUT NOW
THEY'RE NOT AVAILABLE TO DO
VIRTUAL WORK. THAT BECOMES
QUITE -- A DIFFICULT SITUATION A
LOT OF THOSE WHO HAVE RETIRED
AND MOVED ON THEY SAID, OH, I'M
RETIRED OR I MIGHT TAKE ONE OR
TWO JOBS HERE AND THERE BUT
VIRTUAL ONLY. AND GOING ONSITE.
I'M NOT DOING THAT ANYMORE.
THERE ARE A LOT OF SEASONED
INTERPRETERS OUT THERE THAT HAVE
DECIDED TO LEAVE THE FIELD.
THERE'S NOT A LOT NEW ONES
COMING IN AND I WILL ANNOUNCE IN
THE NEXT COUPLE WEEKS BUT WE
HAVE HIRED SOMEONE TO WORK WITH
THE INTERPRETERS TO REALLY FOCUS
ON INTERPRETERS FROM HERE ON
OUT. WE WANT TO TAKE A BIG
FOCUS ON PAY. WE WANT TO FOCUS
ON WHY ARE WE HERE? WHY ARE YOU
DOING THIS JOB? IF YOU REALLY,
REALLY WANT TO BECOME RICH THIS
IS NOT THE RIGHT FIELD FOR YOU.
I MEAN, YES, THEY MAKE GOOD
MONEY, INTERPRETERS MAKE GOOD
MONEY BUT CAN YOU GET RICH OFF
OF INTERPRETING? NO, YOU ARE
HERE BECAUSE YOU'RE SERVING, YOU
LIKE WORKING WITH PEOPLE AND
YES, YOU HAVE TO EARN MONEY AT
THE SAME TIME BUT YOU'RE HERE TO
SERVICE SOMEBODY AND THAT FEELS
LIKE IT'S CHANGING. THAT WHOLE
2D, 3D THING AND USUALLY, YOU
KNOW, WORKING WITH THAT USED TO
BE A LOT EASIER BUT USED TO TYPE
E-MAILS AND SEND ONE OFF AND
MAYBE NOT ANSWER IF YOU DIDN'T
WANT TO BUT NOW YOU'RE IN-PERSON
YOU DON'T HAVE THAT OPTION
ANYMORE. SO NOW IT'S JUST --
THAT CHALLENGE OF SITTING DOWN
IN-PERSON IN A ROOM JUST LIKE
THIS, I WANTED TO SIT DOWN WITH
INTERPRETERS AND REALLY SIT DOWN
AND GET TO THE BREAD AND BUTTER
OF HOW WE GET BACK TO WHERE --
IT WILL NEVER GO BACK TO WHERE
IT USED TO BE BY WE -- BUT WE
WANT TO FIND THE HEART AGAIN.
OF COURSE YOU'VE GOT TO PAY AND
YOU'VE GOT TO SATISFY EVERYBODY
INVOLVED BUT LIKE I SAID, WE
WILL BE HIRIE IING SOMEBODY BUT
WILL HIRE SOMEONE NEW TO THE
TEAM. WE WILL MAKE A FORMAL
ANNOUNCEMENT LATER ON BUT WE
HAVE THE ISSUES WITH THE
SEASONED INTERPRETERS AND WE
NEED TO TAKE FOCUS OF WHAT WE
HAVE CURRENTLY AND WORK ON THE
INTERPRETERS IN THE FUTURE AS
WELL. I DON'T MEAN TO MAKE IT
SOUND LIKE IT'S A GLOOMY THE
WORLD'S ABOUT TO END KIND OF
THING WITH INTERPRETERS. THAT'S
NOT WHERE I'M GOING, JUST
POINTING OUT THE LITTLE
CHALLENGES HERE AND THERE. YOU
KNOW, EVERYTHING ACCUMULATES.
AND THEN EVENTUALLY YOU SEE THAT
BIG IMPACT ON SERVICES. AND SO
I WANT TO BE UPFRONT ABOUT THAT.
I WANT TO JUST EXPLAIN ALL OF
THE CHALLENGES THAT WE HAVE BEEN
EXPERIENCING SO EVERYBODY IS ON
THE SAME PAGE. AND.
>> SHANA: ANOTHER THING ALSO IS
MONEY. REALISTICALLY, INFLATION
NOW, EVERYTHING IS EXPENSIVE.
GAS, MILK, EGGS ARE HIGHER AND
INTERPRETERS WANT MORE MONEY
BECAUSE OF THAT. THEIR LIFE
EXPENSES HAVE INCREASED AND THAT
DOES PUT SOME LIMITATIONS ON US
AND, FOR EXAMPLE, AN INTERPRETER
GOING ONSITE FOR TWO HOURS,
HAVING TO DRIVE ONLY GETTING
PAID FOR TWO HOURS, NO, I CAN
STAY ALL DAY AND GET PAID FOR
EIGHT HOURS AND THE BALL IS
REALLY IN THE INTERPRETER'S
COURT RIGHT NOW. THAT'S WHAT
WE'RE EXPERIENCING.
INTERPRETERS CAN SIT AT HOME T
JOBS PILE IN, THEY CAN CHOOSE
FROM WHICHEVER THEY WANT TO
CHOOSE FROM.
AND THEY CAN PICK AND WORK
HOWEVER THEY WANT TO WORK AND SO
WE REALLY HAVE TO COMPETE.
WE'VE GOT TO CHASE AFTER THEM.
AND THEY'VE GOT SO MANY COOL
JOBS TO PICK FROM BUT WE HAVE TO
SOMEHOW CONVINCE THEM TO COME
ONSITE. AND THEY CAN SAY, NO, I
DON'T LIKE THIS CLIENT, I DON'T
LIKE WORKING WITH THAT PERSON SO
THEY HAVE ALL THESE OPTIONS AND
THEN OF COURSE THERE'S PAY. WE
ARE STUCK WITH WHAT WE CAN BILL.
GOVERNMENT CONTRACTS HAVE A
FIXED PRICE AND INTERPRETERS ARE
SAYING HEY, I WANT MORE MONEY TO
DO THIS SPECIFIC JOB AND WE ARE
STUCK. I CAN'T BILL THE
GOVERNMENT MORE MONEY. WE ARE
LIMITED WHEN IT COME TO THAT AND
SOMETIMES WE'LL INTERNALLY
DISCUSS HOW CAN WE CONVINCE THIS
INTERPRETER. WE'LL PAY AN HOUR
EXTRA JUST TO GO ONSITE OR MAYBE
WE'LL PUT A STIPEND ON IT AND
LINDA HAS BEEN REALLY GREAT AT,
YOU KNOW, WORKING WITH US AND
SAYING, HEY, DO YOU MIND IF WE
ADD AN HOUR, ADD A STIPEND TO
THIS TO HELP ENCOURAGE THAT
INTERPRETER TO GO ONSITE BUT OF
COURSE THERE'S LIMITATIONS TO
EVERYTHING AND THOSE
NEGOTIATIONS, THAT REALLY COMES
OUT OF ACCESS' POCKET. WE WILL
PAY OUT-OF-POCKET TO MAKE SURE
THEY GO ONSITE BUT UNFORTUNATELY
WE CANNOT RUN A BUSINESS LIKE
THAT WE HAVE PROGRAMS THAT COST
MONEY, WE HAVE STAFF THAT COSTS
MONEY AND SO THERE HAS TO BE
CHECKS AND BALANCES WHEN IT
COMES TO THAT. ALSO, MYSELF AS
A DEAF PERSON, I AM NOT TRYING
TO RAISE WHAT INTERPRETERS
SHOULD BE PAID THEY SHOULD NOT
BE PAID AN EXCESS AMOUNT OF
MONEY SO WITH ALL OF THESE COSTS
OF INFLATION, THAT'S GOING TO
INCREASE THE STANDARD ALL ACROSS
AMERICA AND I DON'T WISH TO SEE
THAT. I'M NOT TRYING TO ENFORCE
A PERSON TO GO ONSITE TO THEN
CAUSE INCREASE IN PAY FOR
EVERYBODY ACROSS AMERICA. SO
THAT REALLY DOES IMPACT PEOPLE
CURRENTLY AND IN THE FUTURE AND
WE'RE GOING TO SUFFER AS DEAF
PEOPLE BECAUSE INTERPRETERS HAVE
BECOME TOO EXPENSIVE AND I DON'T
WANT TO SET THAT NORM. WE
CANNOT DO THAT. ME, MYSELF,
THAT'S MY PERMANENT -- PERSONAL
FEELING.
IT'S TOUGH. I GET IT. MONEY IS
IMPORTANT. PEOPLE NEED TO PAY
THEIR BILLS AND I UNDERSTAND
THAT. WE DO OFFER INCENTIVES.
WE DO PAY A LITTLE BIT MORE FOR
ONSITE BUT IT SHOULDN'T BE THAT
WAY. SO THAT IS A BIG
UNFORTUNATE REALITY AND A
CHALLENGE THAT WE DO EXPERIENCE.
SO WHAT CAN WE DO? HOW CAN WE
FIX THIS "PROBLEM" THAT WE'RE
HAVING? HOW CAN WE HELP THIS
SITUATION? ONE WAY IS TO BE
MORE OPEN TO INTERNS.
>> CHRISTY: THAT'S WHERE I COME
IN. SO AS THE LEAD FOR THE
INTERNSHIP PROGRAM I AM JUST SO
EXCITED ABOUT THIS PROGRAM. AND
MAYBE YOU AS NIH EMPLOYEES YOU
MIGHT FEEL, UGH, INTERNS, I'M
NOT A FAN OF THAT. I GET IT
THEY'RE LEARNING THEY'RE
PRACTICING BUT OUR SCREENING
PROCESS IS RIGOROUS IT'S NOT
LIKE WE HAVE AN OPEN DOOR POLICY
AND SAY HEY, COME ON IN AND
FIGURE IT OUT. YOU CAN ACTUALLY
SPEAK TO THEM BEFORE THEY WORK
WITH YOU BECAUSE WE POLISH THEM
UP EVEN MORE BEFORE THEY CAME
INTO OUR DOORS SO RIGHT NOW WE
HAVE FOUR INTERNS, THEY'VE
ALREADY GRADUATED FROM ITPS,
EVEN GRADUATE PROGRAMS, TWO OF
THEM HAVE BEEN COMMUTE
INTERPRETING IN THE COMMUNITY
ALREADY SO NOW AS OUR INTERNS
THEY'VE BEEN AN AMAZING FIT BUT
MY CHALLENGE IS OF COURSE ALL
THESE EMPLOYEES, I UNDERSTAND,
MYSELF AS A DEAF PERSON GOING TO
A DOCTOR AES -- DOCTOR'S
APPOINTMENT HAVING AN INTERN
THAT MEANS THEY MAY NOT BE THE
BEST.
GIVE THEM A CHANCE. THEY ARE
READY AND THEY ARE OUR FUTURE.
I KNOW SOME OF YOU MAY HAVE HAD
PAST EXPERIENCES THAT WEREN'T
THAT GREAT AND SAY I DON'T WANT
ANOTHER INTERN BUT YOU MIGHT
WRITE DOWN, NOPE, PLEASE DON'T
SEND ME INTERNS BUT YOU MIGHT BE
MISSING OPPORTUNITIES OF THOSE
NEW INTERNS THAT MIGHT BE GREAT
BECAUSE THOSE INTERNS POSSIBLY
BECOME OUR STAFF IN THE FUTURE
AND THEY MIGHT POTENTIALLY
BECOME YOUR FAVORITE
INTERPRETER. YOU USED TO SAY
OH, YOU USED TO BE AN INTERN AND
NOW THEY'RE STAFF. YOU'RE
MISSING OUT ON THE STAFF.
THEY'RE READY AND I WANT TO SAY
ABOUT 80% OF THEM CONTINUE ON
WORKING WITH US. THEY CONTINUE
A RELATIONSHIP WITH US. AND
OFTENTIMES I'LL MEET INTERP
INTERPRETERS OUT IN THE FIELD
AND WE USED TO HAVE 115 INTERNS
GO THROUGH OUR PROGRAM AND ONCE
COVID HIT THAT WAS A CHALLENGE
OF COURSE BECAUSE THAT
INTERNSHIP PROGRAM WENT TO A
HALT BUT NOW THAT THEY'RE BACK
AND SAYING OH, CAN WE HAVE
VIRTUAL WORK, CAN WE DO THIS?
CAN WE DO THAT? AND WE ARE
OFFERING ONSITE AND VIRTUAL
WORK. IT'S UP TO THAT INTERN
AND WE ARE GIVING THEM THE
OPPORTUNITY TO COME TO THE DMV
FROM ANOTHER STATE RIGHT NOW WE
HAVE ANOTHER INTERPRETER IN
ROCHESTER WHO IS STAYING WITH US
FOR TWO WEEKS AND WE'VE
COORDINATED ALL ONSITE WORK FOR
THEM AND THEY'LL RETURN HOME FOR
VIRTUAL WORK. SOME OF THEM END
UP MOVING TO THE DMV TO BECOME
AN INTERPRETER. I AM HERE TO
PLEASE JUST REMIND YOU TO BE
OPEN BECAUSE THEY MIGHT TURN OUT
TO BE ONE OF YOUR FAVORITE
INTERPRETERS AND AGAIN IF YOU
DON'T LIKE THEM THAT'S OKAY JUST
COMMUNICATE THAT WITH US SO WE
CAN MAKE THEM ANOTHER PERSON'S
PREFERRED INTERPRETER. JUST
PLEASE BE OPEN AND IF YOU ARE
WILLING LET US KNOW SO WE CAN
REMOVE THAT BARRIER OF SAYING
YOU DON'T LIKE INTERNS IF --
PLEASE JUST LET US KNOW OR IF
YOU LIKE THEM OR DON'T LIKE T
THEM. AND .
>> SHANA: THAT APPLIES TO ALL
INTERPRETERS. IF YOU LIKE THEM
OR NOT.
>> BRAD: I WANT TO SHARE BECAUSE
I WERE SPEAKING ABOUT THE
INTERNSHIP PROGRAM AND I AM
PERSONALLY VERY, VERY PROUD OF
THE PROGRAM BECAUSE I REMEMBER
WHEN WE FIRST SET UP THE PROGRAM
PRIOR TO COVID WE HAD THREE
GROUPS. WE HAD A FALL, SPRING
AND SUMMER COHORT. SO THREE
TIMES A YEAR AND EACH GROUP,
BEFORE COVID HIT, WE WOULD GET
ABOUT 50 APPLICANTS FROM --
POTENTIAL INTERNS FROM ACROSS
THE UNITED STATES. SO 50 PLUS
FOR EACH COHORT. THREE TIMES A
YEAR. AND THE INTERNSHIP
PROGRAM, I DON'T KNOW ANYBODY
ELSE, ANY AGENCY THAT HAS AN
INTERNSHIP PROGRAM THAT IS ABLE
TO PROVIDE TO CONSIDER FOR THE
FUTURE. I KNOW IN THE PAST THEY
USED TO HAVE SLA, THEY WERE
SOLD. SO ON AND SO FORTH BUT
WE'RE REALIZING THAT, NO, THE
INDUSTRY REALLY NEEDS AN
INTERNSHIP PROGRAM SO WE,
THINKING ABOUT, THAT'S 150
APPLICANTS A YEAR. AND I WOULD
SAY WE HAVE PROBABLY -- WE'RE
ONLY ABLE TO HIRE OR PUT ON IS
15 A YEAR SO LET'S SAY FIFTEEN
INTERNS A YEAR. SO ONLY OUT OF
150 ARE ABLE TO MAKE IT INTO OUR
INTERNSHIP PROGRAM AND I AM
TELLING YOU THOSE PEOPLE THAT WE
SELECT ARE THE BEST ONES OUT OF
THOSE 150 THAT ARE LOOKING BUT
UNFORTUNATELY, THEY DON'T HAVE
PEOPLE OUT THERE THAT ARE
OFFERING THOSE PROGRAMS. AND OF
COURSE, YOU KNOW, THERE ARE
LITTLE GROUPS HERE AND THERE BUT
NOT LIKE THE ONE THAT WE HAVE.
SO ONCE COVID HIT LIKE WE SAID
WE PUT IT ON PAUSE AND THE LAST
GROUP I THINK WE HAD ALMOST
20-30 APPLICANTS. YEAH THE
APPLICATIONS OF COURSE NOW IS
LESS BUT I THINK THE LAST ONE WE
HAD ABOUT 25. SO ABOUT HALF
KNEW. AND WE JUST REINSTATED
THAT PROGRAM AGAIN SO SPRING,
SIM
SUMMER FALL, WE'RE A YEAR INTO
THE INTERNSHIP PROGRAM BEING
BACK.
PEOPLE ARE STARTING TO ROLL IN
AGAIN. AND JUST TO TIE INTO
WHAT CHRISTY WAS SAYING THEY ARE
THE FUTURE. THOSE INTERPRETERS
LIKE MYSELF, I WAS AN
INTERPRETER MYSELF. I'M NOT
GOING TO BE AROUND FOREVER.
I'LL BECOME ONE OF THOSE
SEASONED PEOPLE. I WILL BECOME
ONE OF THOSE PEOPLE WHO ARE
SAYING, I'M RETIRED I'M NOT
TRYING TO GO ONSITE. SO WHO IS
GOING TO TAKE THOSE -- WHO IS
GOING TO TAKE THEIR PLACES, THE
FUTURE FOR OUR KIDS, FOR YOUR
KIDS TO MAKE SURE THAT THE
SERVICES ARE CONTINUED TO BE
PROVIDED? AND JUST, WANTED TO
ADD ON THOUSAND THOSE -- ONTO
THOSE NUMBERS.
>> THERE AREN'T A LOT OF
INTERPRETER PROGRAMS BUT ALSO
PAID INTERN.
THAT'S NOT A STANDARD. WE PAY
OURS. AND WE MAKE SURE THAT
THEY ARE TOPNOTCH. OF COURSE
THERE SHALL ONE OR TWO THAT ARE
NOT THE BEST BUT AMAH JUVENILE
COURT OF OUR INTERNS END UP
BEING AMAZING.
IT'S THREE TIMES A YEAR AND THE
APPLICATIONS HAVE DWINDLED BY
THE QUALITY IS STILL THERE. WE
Z SELECT THE BEST ONES WE CAN.
AND MAYBE IN THE LAST TWO WEEKS
YOU'VE SEEN A LOT OF INTERNS
OBSERVE BECAUSE WE'RE TRAINING
THEM, WE'RE TEACHING THEM. IT'S
IMPORTANT TO GO AND OBSERVE. I
MIGHT GO AND SEND THEM TO YOU
BECAUSE I KNOW YOU WILL LIKE
THEM AND IF THEY'RE NOT A GOOD
FIT THAT IS JUST OKAY BUT WE ARE
WORKING WITH OUR SUMMER INTERNS
CURRENTLY SO KEEP AN EYE ON
THA
THAT.
>> BRAD: THAT IS OUR INTERNAL
PROGRAM IN A NUTSHELL. THERE'S
SOME STRATEGIES THAT WE COULD
POTENTIALLY MAYBE INCREASE OUR
POOL OR DO THIS OR DO THAT. BUT
WE DO WANT TO MAKE SURE THAT WE
ARE WORKING TOGETHER AT THE END
OF THE DAY WHETHER WE, A VIRTUAL
CALL BETWEEN YOU AND US. WE ARE
WILLING TO DO THAT AT ANY TIME
WE WANT TO MAKE SURE THAT YOU'RE
GETTING WHAT YOU WANT THAT IS
OUR GOAL. WE WOULD LIKE TO MAKE
SURE THAT YOU ARE SATISFIED.
AND OF COURSE YOU KNOW WE'VE GOT
NIH AND WE'RE GOING TO TALK
NUMBERS AND TALK STATS AND WE
GOT OTHER FEDERAL CONTRACTS WE
GOT PRIVATE SECTOR CONTRACTS AS
WELL AND THAT'S ALL FINE BUT OUR
PRIORITY HONESTLY IS NIH. WE
ARE FOCUSED ON NIH AND OUR
RESPONSE IS THAT WE HAVE TO WORK
WITH NIH AS A WHOLE. AND YES OF
COURSE WE WANT TO MAKE SURE THAT
EVERYBODY IS SATISFIED BUT WE
WANT TO MAKE SURE WE MAKE THE
TWEAKS WHERE WE CAN BECAUSE THIS
IS A HUGE CONTRACT. I WOULD SAY
NIH AND THE SSA TWO HUGE
CONTRACTS. THEY MIGHT BE ON THE
SAME PLAYING FIELD A -- ONE
MAYBE A LITTLE LESS BUT I HAVE
NO DOUBT THAT NIH IS 100% THE
BIGGEST CONTRACT IN TERMS OF
SERVICE HOURS. THERE ARE A TON
OF SERVICE HOURS RIGHT NOW. WHY
DON'T WE ACTUALLY, DO YOU MIND
GOING TO THE NEXT SLIDE? I
THINK THIS IS A GOOD SEQUE CAN I
STAND? DO I HAVE TO SIT? FOR
THE CAMERA? I HAVE TO SIT FOR
THE CAMERA. I HAVE TO ADMIT, I
DID SCRUB ONE NUMBER. I WILL
ADMIT. THE FIRST LINE. I KNOW
SOMEBODY HERE IS A MATHEMATICIAN
AND THEY'RE GOING TO SAY HM,
THAT'S INCORRECT BUT YOU CAN SEE
THAT SAYS 97%. IT'S ACTUALLY
79%. I HAVE FAT FINGERS SO
PLEASE FORGIVE ME. SO 79% IS
THAT FIRST ONE ON THE TOP THERE.
BUT THE POINT OF ALL OF THIS, IF
IN 2019 LOOKING AT THOSE NUMBERS
WHEN WE START THIS HAD CONTRACT
TO NOW 2024 WHERE WE WERE RIGHT
BEFORE COVID HIT, PLUGGING IN
ALL THOSE NUMBERS IN THAT
CONTRACT, SERVICE HOURS A MONTH
YOU SEE 3,000. SO 36,000 A
YEAR. THAT'S A PRETTY BIG
CONTRACT. FOR SERVICE NEEDS FOR
ONE AGENCY. TYPICALLY, YOU
MIGHT HAVE ONE OR TWO, OR THREE
ON CALLS. YOU MIGHT HAVE ONE ON
CALL HERE OR THERE, NO, OF
COURSE THOSE ARE IMPORTANT BUT
THAT'S CHICKEN FEET IN
COMPARISON TO NIH HONESTLY.
TRUTHFULLY SPEAKING. AND IF YOU
LOOK AT THIS NUMBER IN THE YEAR
2024 THE YEAR THAT WE'RE IN
CURRENTLY THAT IS NOW INCREASED,
SORRY, NOT 79% . THE REST OF
THE NUMBERS ARE CORRECT. THE
FIRST LINE IS THE MISTAKE BUT AS
YOU CAN SEE WE'VE ALMOST DOUBLED
IN JUNE ALONE THAT'S JUST A
SNAPSHOT OF JUNE 6TH AND WE'RE
FOR SURE GOING TO FORESEE THAT.
YOU CAN SEE, THIS IS MONTH BY
MONTH AND NOW WE'RE TALKING
ABOUT SIX THOUSAND HOURS A
MONTH. 72,000 HOURS A YEAR.
TWO THOUSAND FTE HOURS FOR ONE
PERSON IS TWO THOUSAND HOURS.
AND OF COURSE YOU KNOW THERE'S A
LOT OF SHORT JOBS BUT 72,000.
WE NEED 36 FULL-TIME
INTERPRETERS. ON TOP OF
EVERYBODY ELSE. AS YOU KNOW, WE
SEND PROBABLY ABOUT 100
INTERPRETERS A DAY TO NIH.
ABOUT 100 INTERPRETERS A DAY.
ON AVERAGE. 100 INTERPRETERS
JUST TO NIH. SO AS YOU CAN SEE,
THIS IN COMPARISON TO WHEN COVID
HIT NOW WE'VE SHIFTED, NOW WE'RE
BACK. SERVICE REQUESTS HAVE NOW
INCREASED FOR ONSITE. YOU'VE
SEEN ALL OF THESE NUMBERS ON THE
SCREEN. SO IT'S A PRETTY
SIGNIFICANT NUMBER. FOR ALL OF
YOU TO UNDERSTAND HOW WE REACHED
THE POINT WE'RE AT TODAY. AND
THOSE INCLUDE CART BUT THAT'S
ABOUT 500-600 HOURS I WOULD SAY
SO SUBTRACT ABOUT 5, 6, 700 BUT
THE MAJORITY IS SIGN LANGUAGE
INTERPRETING HOURS. SO LET'S
SAY IT'S 6,000 FOR ASL. 500 FOR
CART. ALSO ON TOP OF THAT,
NUMBER OF CLIENTS. 100. SO
WE'VE GOT ABOUT 76, LIKE CHRISTY
MENTIONED WE'VE GOT DEAF AND
HARD OF HEARING AND WE GOT
HEARING REQUESTERS FOR GENERAL
AUDIENCE THOSE ARE INCLUDED AS
WELL BUT THOSE NUMBERS DON'T
INCLUDE THE CLINICAL CENTER. WE
HAVE PATIENTS THAT GO TO THE
CLINICAL CENTER THAT WE HAVE TO
PROVIDE OUT-OF-STATE. THERE ARE
DEAF PEOPLE THAT GO OUT-OF-STATE
THAT IS NOT INCLUDING THESE
NUMBERS HERE AND SOMETIMES
PEOPLE WORK FOR THE SIMPUMMER O.
THESE NUMBERS ARE NOT INCLUDED
BUT WE DO HAVE TO PROVIDE
SERVICES FOR THOSE. THOSE ARE
ALL ONSITE. NONE OF THOSE ARE
VIRTUAL AND NOW WE'RE LOOKING AT
6,0
6,000-7,000. THOSE ARE VIRTUAL.
I WOULD SAY AMAH JUVENILE COURT
IS VIRTUAL.
ONSITE IS A LOT LESS. ONSITE IS
800 BUT IT'S STILL A CHALLENGE.
WE USED TO BE ABLE TO MANAGE
THAT 3,000 NUMBER BUT NOW IT'S
MORE OF A CHALLENGE. BIG
DIFFERENCE THERE.
>> BRAD: RIGHT. YEAH AND I AM
PROUD TO SAY THAT THE TEAM HAS
BEEN WORKING TOGETHER TO STILL
FILL RATE AT 97%. WE GOT STATS.
97%. THAT IS A MAI-- AMAZING.
I KNOW LIKE SHE SAID IT'S THE
OPPOSITE IN TERMS OF VIRTUAL
VERSUS ONSITE BUT THAT 97% WITH
DOUBLE THE HOURS WITH ALL OF THE
CHALLENGES THAT WE'VE JUST
DISCUSSED. THAT'S REALLY,
REALLY GOOD. AND SO I THINK
THAT IT'S IMPORTANT TO REALLY
EMPHASIZE TO EVERYBODY THAT
WHILE WE DO HAVE CHALLENGES AND
WHILE WE DO HAVE TO TALK TO
PEOPLE AND CONVINCE PEOPLE IN
GENERAL THE NUMBERS ARE HERE.
>> I WOULD LIKE TO ADD TO THAT
FOR EXAMPLE, MARCH, THAT MARCH
NUMBER IS JUST NIH THAT DOES NOT
INCLUDE ALL THE OTHER CONTRACTS
THAT WE ARE OBLIGATED TO FILL
AND COMING FROM THE SCHEDULING
TEAM NIH IS OUR PRIORITY. YOU
ARE OUR PRIORITY. WE MAKE ALL
THOSE JOBS ARE FILLED AND ON TOP
OF THAT WE HAVE 10-12,000 HOURS
TO ALL A MONTH. 97% FILL RATE.
WE AT THE SCHEDULING TEAM WE
GIVE IT OUR ALL. WE REALLY DO.
>> BRAD: YEAH, CHRISTY IS
ABSOLUTELY RIGHT. THE NUMBERS
ARE GOOD TO SHARE WITH EVERYBODY
BECAUSE WHAT WE'RE SEEING IS
BOTTOM LINE IS WE'RE HAVING
CHALLENGES AS WE MENTIONED,
NATIONWIDE. IT'S A NATIONWIDE
ISSUE FOR THE INTERPRETING
INDUSTRY IN GENERAL AND WE'RE
SEEING AN INCREASE IN NEED. AN
INCREASE IN SERVICE NEED WE
SHARE THIS WITH YOU. THIS IS
OUR OPPORTUNITY I THINK AND I
HAVE TALKED ABOUT THIS WITH
LINDA BEFORE ABOUT HAVING TOWN
HALLS LIKE THIS. I THINK IT'S
SMART TO SIT DOWN TOGETHER AND
HAVE AN OPEN DISCUSSION AND POSE
GENERAL QUESTIONS AND HAVE A
GENERAL DISCUSSION BECAUSE I
THINK, YOU KNOW, PEOPLE MIGHT BE
WONDERING ABOUT THIS. HOW THIS
IMPACTS THEM PERMANENTLY AND I
WANT TO MAKE SURE YOU ALL HAVE
THE OPPORTUNITY TO COME AND TALK
TO US SO, YES, WE'RE SITTING UP
HERE AT THE FRONT OF THE ROOM
AND NOW YOU KIND OF UNDERSTAND
WHY BUT THIS WAS INTENDED TO BE
AN OPEN DISCUSSION. SO I WANT
TO GIVE EVERYONE THE OPPORTUNITY
IF YOU HAVE QUESTIONS ABOUT
ANYTHING THIS IS YOUR
OPPORTUNITY TO POSE THEM.
>> SHANA: AND OF COURSE THIS IS
A COMMUNITY EFFORT. WE HAVE TO
DO THIS TOGETHER. WE WANT TO
MAKE SURE THAT NEEDS ARE MET AND
WE HAVE TO MAKE SURE. ANYTHING
WE CAN DON'T WE IF I CAN MAKE
SOMETHING VIRTUAL MAKE IT
VIRTUAL. YOU'LL GET MORE OF A
SELECTION. WE CAN USE THE
INTERPRETERS WE HAVE STATIONED
ALL OVER THE U.S. AND PUT MORE
NOTES IN YOUR REQUESTS BECAUSE
INTERPRETERS WILL LOOK FOR JOBS
IN U SKED AND THEY'LL BID BASED
ON WHAT THEY SEE.
AND IF A JOB LOOKS INTERESTING
TO THEM, BUT DOESN'T HAVE A LOT
OF INFORMATION OR DOESN'T
EXPLAIN A LOT WHAT THE JOB IS,
THEN THEY MAY NOT BE SO
INTERESTED. OH IF IT SAYS
MEETING THEY WON'T FEEL
CONFIDENT THAT THEY CAN ACCEPT
AND IT IT WILL BE A FIT FOR
THEM. BECAUSE THEY DON'T KNOW
ENOUGH ABOUT THE JOB SO THEY
TEND NOT TO ACCEPT THOSE TYPES
OF JOBS THAT DON'T HAVE A LOT OF
DETAILS BUT THOSE THAT DO
INTERPRETERS GET A BETTER IDEA
OF WHAT THEY CAN ACCEPT SO THE
DETAILS YOU PROVIDE, THE
INFORMATION IS CRUCIAL TO
ENTICING INTERPRETERS TO GO.
IT'S A PARTNERSHIP IN THAT
REGARD.
>> BRAD: YOU SHOULD MAKE
REQUESTS IN ADVANCE. IT'S
BECOME VERY HARD IF YOU HAVE AN
ON CALL THAT IS A LOT EASIER TO
MANAGE. YOU CAN SEE I NEED AN
ON CALL FOR THE FORESEEABLE
FUTURE BUT LAST MEETINGS I
UNDERSTAND COME UP. WE CAN USE
THE ON CALLS WE HAVE AND IT MAY
NOT BE YOUR PREFERRED
INTERPRETER BUT WE WANT TO MAKE
SURE WE CAN FILL THE JOB. IF
YOU CAN, MAKE THE REQUESTS IN
ADVANCE. ESPECIALLY FOR ONSITE
REQUESTS. BECAUSE A LOT OF
THOSE ONSITE INTERPRETERS HAVE
ALREADY BOOKED THEIR TIME OUT
THREE MONTHS IN ADVANCE OR THEY
HAVE CONTRACTS WITH OTHER PLACES
OR THEY MAY EVEN BOOK OUT A YEAR
IN ADVANCE. SO IT'S NOT A
FOOLPROOF PLAN WE DO HAVE ISSUES
SOMETIMES BUT WE'RE TRYING TO
WORK TOGETHER ON SOME OF THESE
STRATEGIES TO MAYBE MAKE SURE
THAT WE CAN GET YOU EXACTLY WHAT
YOU'RE LOOKING FOR AND WHAT YOU
WANT. THAT'S THE GOAL
ULTIMATELY IS OUR GOAL.
>> CHRISTY: I WANT TO ADD MORE
ABOUT THE INFORMATION IN THE JOB
DETAILS. IF YOU HAVE MORE
INFORMATION, MAYBE AN AGENDA OR
TALKING POINTS WE WILL ASK FOR
IT BUT I SOMETIMES FEEL BAD IF
YOU WOULD GIVE US AS MUCH AS YOU
CAN IN THE BEGINNING THAT WOULD
EASE A LOT OF THE BACK AND FORTH
AND HAS TO HAPPEN LATER. WE CAN
ALWAYS ADD MORE OF COURSE BUT
ANYTHING YOU CAN GIVE US AS SOON
AS POSSIBLE HELPS US A LOT. I
SEE WE HAVE A QUESTION FROM THE
AUDIENCE.
>> AUDIENCE: I HAVE A QUESTION,
U SKED HAS SOME LIMITATIONS IN
WHAT YOU CAN PUT DOWN IF I HAVE
A TEAMS MEETING AND I NEED TO
GIVE YOU A LINK SOMETIMES I HAVE
TO SEND IT TO YOU IN AN E-MAIL.
I THINK U SKED COULD BE IMPROVED
IF WE COULD PUT THE LINK
DIRECTLY IN IT. IS THERE A WAY
TO DO THAT?
>> SHANA: YOU CAN. YOU CAN.
>> AUDIENCE: I PROPOSE AN IDEA,
IF YOU HAVE A LINK YOU CAN HAVE
MULTIPLE LINKS. IT WILL SAY
LINK ONE, LINK TWO. IF YOU HAVE
ONE MEETING 9-12 YOU CAN PUT
LINK ONE THERE AND IF YOU HAVE
ANOTHER MEETING 12-3 YOU CAN PUT
A SECOND LINK IN THE SECOND
POSITION.
>> SHANA: WE CAN DO THAT. WE'LL
MAKE NOTE OF THAT.
>> KAITLYN: ONE THING TO NOTE,
OF YOU SUBMIT A QUESTION, YOUR
VIEW IS LOCKED THAT'S WHY WE
HAVE TO ADD IT FOR YOU ON OUR
END. IF YOU ADD A LINK WHEN YOU
FILL OUT YOUR INITIAL REQUEST
THEN IT WILL BE THERE AND THEN
YOU CAN MAKE SURE THE LINK HAS
BEEN ADDED YOURSELF BUT IF YOU
ADD IT INTO THE SYSTEM AND
SUBMIT THEN WE HAVE TO ADD IT
FOR YOU.
>> AUDIENCE: I DO WANT TO ALSO
ADD. TO THE PREVIOUS COMMENT.
IN SOME WAYS THAT BURDEN REALLY
DOES PUT ME AS A DEAF PERSON
AU --
PUTTING ALL OF THIS INFORMATION
INTO THE SYSTEM (I'M SORRY I'M
GETTING SOME CLARIFICATION HERE)
A LOT OF TIMES WE JUST ATTEND.
AND THE HOST HAS THAT
INFORMATION. SO NOW DO I HAVE
TO REACH OUT TO THE HE'S HOST?
SO IT BECOMES A THREE WAY STREET
HERE.
IN SOME WAYS I THINK THAT IT'S
BETTER TO EDUCATE THE NIH
COMMUNITY AND JUST SAYING THAT
BURDEN SHOULDN'T BE PUT ON US
BUT ON THE HOST THEMSELVES
INSTEAD OF ME BECAUSE I'M JUST
THE ATTENDEE. SO I JUST WOULD
LIKE TO PUT MORE COLLABORATIVE
IDEAS TOGETHER TO WORK WITH US.
AND HELP EDUCATE THE HEARING
PEOPLE AT NIH AND PUT THE BURDEN
ON THEM HOW TO ADD THE QUESTIONS
APPROPRIATELY TO WE CAN JUST
SHOW UP.
>> AUDIENCE: IN MY ROLE, I DO
HAVE DISABILITY ENGAGEMENT
COMMITTEE. AND, YOU KNOW, THIS
IS FOR PEOPLE WHO HAVE SERVICES,
NOT PEOPLE WHO ARE OUTSIDERS.
WHO WANT TO BE INVOLVED IN THAT
MEETING. OUR SUPERVISORS AND
THOSE WHO WORK WITH US, THEY
NEED TO HAVE AN UNDERSTAND OF
HOW TO DO THIS. SO THERE'S LESS
BURDEN ON THE DEAF PERSON AND
MORE BURDEN ON THE REQUESTER.
>> AUDIENCE: REMEMBER A LONG
TIME AGO WE HAD A WORKSHOP WITH
HOW TO EDUCATE THE HEARING
COMMUNITY?
>> BRAD: YES. TO ANSWER BOTH OF
YOUR POINTS, YOU'RE RIGHT AND
DAVID WAS JUST TALKING ABOUT A
WORKSHOP THAT WE HOSTED. YES,
WE CAN HOST WORKSHOPS AGAIN LIKE
THAT AND FOR THOSE OF YOU WHO
WEREN'T HERE IN THE PAST WE HAVE
HOSTED WORKSHOPS WHERE WE
ENCOURAGE PEOPLE TO ATTEND AND
WHAT YOU'RE TALKING ABOUT IN
YOUR FIRST COMMENT, DAVID, IT
SEEMED YOU WERE MAKING YOUR OWN
REQUEST FOR AN EVENT WHERE
ANOTHER PERSON WAS HOSTING IT.
AND THEY SHOULD BE RESPONSIBLE
SO TO BE CLEAR YOU'RE SAYING
IT'S A HASSLE. IT'S YOUR EVENT
WHY SHOULD YOU BE THE ONE DOING
THAT AND I TOTALLY AGREE WITH
THAT. I AGREE. I KNOW AS A
PERSON, A HUMAN, I WANT TO MAKE
SURE THAT EVERYTHING HAPPENS FOR
ME SO I TRY TO TAKE CARE OF
THINGS MYSELF BUT THE BURDEN
FALLS ON YOU AND THAT'S
SOMETHING THAT WE TOGETHER CAN
DO IN THE WORKSHOPS FOR THE
PEOPLE WHO ARE HEARING, WHO ARE
MAKING MORE REQUESTS THAT IT IS
YOUR RESPONSIBILITY. WE ARE THE
ONES WHO ARE GETTING THE
INTERPRETERS. WE ARE THE HOSTS.
WE NEED TO MAKE SURE THEY GET
THE SERVICES. WE CAN HOST THESE
WORKSHOP TO EDUCATE MANAGERS OR
ANYBODY REALLY. AND U SKED
DOESN'T CARE IF YOU'RE DEAF OR
HEARING.
IF YOU HAVE A PASSWORD, IF YOU
HAVE A USER NAME, YOU CAN GET
IN. NIH AS AN E-MAIL ADDRESS
THEY CAN USE. YOU CAN USE IT ON
YOUR OWN SO MAYBE THAT'S
SOMETHING WE CAN CONSIDER TO TRY
TO GET EDUCATION AT LARGE.
THOSE REQUESTING THE ANTES CAN
MAKE THOSE REQUESTS THEMSELVES.
MAYBE WE CAN GET THE QUESTIONS
DIRECTLY FROM THEM. YOU'RE JUST
AN ADATTENDEE. THAT SHOULDN'T
FALL TO YOU. WE CAN PUT THAT
DOWN AS A STRATEGY WE CAN WORK
WITH LINDA ONTO MAYBE OFFER AN
NIH-WIDE EDUCATION. I DON'T
KNOW WHAT THE DELIVERABLE WITH
ME. I THINK ALSO -- YOU SHOULD
ALLOW US TO DO THE WORK. TELL
US WHO THE PERSON IS. TELL US
WHO THE HOST IS AND ALLOW US TO
TAKE THE INITIATIVE TO CONTACT
THEM AND GET THE INFORMATION WE
NEED FROM THE INTERPRETERS
BECAUSE THAT'S WHAT OUR TEAM IS
HERE FOR ESPECIALLY PEOPLE
ONSITE LIKE AKEELAH AND KAITLYN.
THEY CAN DO ONSITE AND FIND THE
PEOPLE, FIND THE CONTACTS.
>> AKEELAH: U SKED HAS A TAB FOR
POC. SOMETIMES IT'S A COUPLE OF
PEOPLE AND I CONTACT BOTH OF
THEM AND ASK THEM FOR THE LINKS
DIRECTLY. BUT IF THERE'S NO POC
IN THAT FIELD THEN I DON'T HAVE
ANYONE TO CONTACT BESIDES YOU SO
KEEP THAT IN MIND AND ANOTHER
THING ABOUT THE LINKS, YOU CAN
SCHEDULE DETAILS. I'M SORRY,
YOU CAN PUT THE DETAILS OF WHAT
LINKS YOU WANT TO BE USED AT
WHAT TIME IN THE DETAILS SECTION
OF A U SKED REQUEST. IF I READ
THAT YOU HAVE SPECIFIC LINKS AT
SPECIFIC TIMES WILL INPUT THAT
INFORMATION INTO THE LINK FIELD.
IF YOU DO THAT PLEASE PUT THE
LINK INTO U SKED YOU MENTIONED
THAT I HAVE ISSUES GETTING TO
ACCESS TO THE LINKS IN U SKED IF
YOU FEEL LIKE YOU CAN'T ADD A
LINK WHEN YOU MAKE A REQUEST AND
THE SCHEDULING DETAIL NOTES THAT
IT'S A VIRTUAL MEETING AND PIT
THE LINK THERE AND TELL US IF
THE LINK ISN'T WORKING.
AND I MYSELF WILL PUT THE LINK
IN THERE SO THE INTERPRETERS CAN
SEE IT AND JOIN THE MEETING FROM
THE REQUEST.
>> OKAY. I WILL TRY THAT.
>> CHRISTY: I AM GLAD YOU SHARED
ABOUT THE REQUESTS. SOMETIMES
WE GET A REQUEST AND DON'T
REALIZE THAT PEOPLE ARE HOSTING
IT AND SOMETIMES WE DON'T HAVE
ANY CONFIRMED DEAF ATEN KEYS AND
THEN WE HAVE TO REQUEST THEM.
TO SEE IF PEOPLE ARE COMING. WE
DON'T WANT TO WASTE TWO
INTERPRETERS. WE CAN CHECK WITH
WITH YOU TO SEE IF YOU'RE GOING.
THAT DOES HELP US, THE ABILITY
TO INDICATE. IF YOU CAN CONFIRM
WITH US. I APPRECIATE THAT.
>> SPEAKING OF, SO, CLIENTS
ESPECIALLY IN LINDA'S OFFICE.
IF YOU HAVE ALREADY GOT
SOMETHING SET UP FOR EVERYBODY,
LIKE AN NIH-WIDE TOWN HALL LET'S
SAY. AND OF COURSE THERE'S
GOING TO BE SOME DEAF PEOPLE
THERE. IF IT'S AN NIH-WIDE TOWN
HALL TALKING ABOUT, YOU KNOW,
FIVE THOUSAND PEOPLE, THAT'S A
BIG EVENT. YOU KNOW, OF COURSE
THERE'S GOING TO BE DEAF PEOPLE
THERE. SOMEBODY'S GOING TO COME
WITH THEIR ON CALL INTERPRETER.
I OFTEN TIMES WILL SEE A LOT OF
PEOPLE SHOW UP WITH THEIR ON
CALLS BUT THEY DIDN'T MAKE THE
REQUEST HONESTLY I FEEL THERE
SHOULD BE THAT EXPECTATION FOR
THAT BIG EVENT TO HAVE SOMEBODY
THERE EVEN IF THE DEAF PEOPLE
NEVER REQUESTED AN INTERPRETER
THROUGH U SKED?
>> FOR EXAMPLE IN MY OFFICE WITH
THE EDI OFFICE WHICH IS THE
DIVERSITY AND INCLUSION ALL OF
THE EVENTS SHOULD HAVE AN
INTERPRETER, PERIOD, THAT'S PART
OF THE WORK THAT WE DO AND THERE
ARE SOME OTHER EVENTS THAT MIGHT
BE ON CAMPUS. WE MIGHT NOT
WAIT, THERE'S THE ACCOMMODATIONS
OR CAPTIONING. AND I DO
UNDERSTAND THAT BUT THERE NEEDS
TO BE A BALANCE. IF DEAF PEOPLE
MAKE THE REQUEST OR SOMEBODY WHO
KNOWS THE DEAF PERSON'S GOING TO
ATTEND OR YOU MIGHT THINK THERE
PROBABLY WILL BE A DEAF PERSON
THERE. THERE NEEDS TO BE A
BALANCE.
>> AKEELAH: I THINK IT'S
IMPORTANT TO REMEMBER THAT WE
HAVE PRIORITIES. SO THE FIRST
PRIORITY IS ALWAYS NIH PATIENTS,
EMERGENCIES, OR RESEARCH. SO
PATIENTS ARE ALWAYS FIRST THEN
NIH EMPLOYEES FOR MEETINGS OR
ONE-ON-ONES WITH THEIR TEAMS OR
SUPERVISORS, THAT'S SECOND AND
LAST IS GENERAL REQUESTS. WE
WILL LOOK INTO IT, IF IT'S A
RESEARCH EVENT WE WILL PUT TWO
INTERPRETERS ON ALL DAY. BUT
FOR LAST MINUTE REQUESTS THAT'S
GOING TO BE MORE SERIOUS. AND
THAT WILL BE FOR A PMAP AND IF
NOBODY IS AVAILABLE. THERE'S NO
INTERPRETER FOR A PMAP BUT WHY
WOULD WE PUT INTERPRETERS FOR A
BIG RESEARCH EVENT WHERE THERE'S
NO DEAF CONFIRMED? SO WE HAVE
TO BALANCE THOSE PRIORITIES AND
MAKE DETERMINATIONS ABOUT WHICH
NIH EMPLOYEE IS GOING TO GET AN
INTERPRETER AND THAT'S WHY
GENERAL AUDIENCE IS PRIORITIZED
LAST.
>>.
>> AUDIENCE: I KNOW THAT THERE
ARE SO MANY GENERAL AUDIENCE
EVENTS THAT DO OCCUR HERE AT NIH
AND WE IN OUR OFFICE, WE TRY TO
EDUCATE PEOPLE TO BE MORE
INCLUSIVE OF PEOPLE WITH
DISABILITIES, WE TRY TO EXPLAIN
THAT HAVING AN INTERPRETER AT
ALL OF THE EVENTS WOULD BE NICE
IN THEORY BUT I DO REALIZE THAT
YOU'RE TAKING AN INTERPRETER
FROM SOMEBODY ELSE WHO MIGHT
REALLY NEED IT NOR TO -- TO
FILL THAT AUDIENCE REQUEST.
THAT JUST EXPLAINING TO
EVERYBODY ON CAMPUS, WHO NEEDS
THE REQUEST WE NEED TO HAVE THE
NAMES OF THE INTERPRETERS. IS
THERE ANYONE CONFIRMED? IS IT
GENERAL AUDIENCE? IF IT'S
GENERAL AUDIENCE THEY WILL HAVE
AN INTERPRETER THERE. I
REMEMBER I WENT TO AN EVENT AND
I JUST WALKED BY AND I SAW THE
INTERPRETERS WERE JUST SITTING
THERE AND I CAME BACK IN IN 30
MINUTES AND THEY WERE SITTING
THERE AND SAY WE GO TO ALL OF
THESE EVENTS AND NOBODY SHOWS
UP. WHAT A WASTE OF RESOURCES.
AND I GET THAT, TRUST ME. I GET
IT BUT THERE HAS TO BE A BALANCE
FOR A BIG EVENT. WITH FIVE
THOUSAND PEOPLE, OR A 5K WALK OR
A CHARITY EVENT, THE CFC EVENT,
LIKE A BIG, BIG EVENT YOU KNOW
YOU'RE GOING TO HAVE TO HAVE
PEOPLE THERE.
>> KIRSTY: THE TOWN HALLS WE DO
ALWAYS PROVIDE INTERPRETERS FOR
THOSE. RIGHT?
>> AKEELAH: YES, FOR ORS AND
NIH-WIDE TOWN HALLS WE DO.
>> AND THE TAKE YOUR CHILD TO
WORKDAY. I CAME MYSELF THAT WAS
A GREAT TIME AND WE THOUGHT
MAYBE WE CAN PROVIDE
INTERPRETERS FOR THE WHOLE NIH
CAMPUS BUT THERE WERE SO MANY
BOOTHS THAT IT WASN'T POSSIBLE
SO WE HAD TO ASK CLIENTS
WHICH -- IF THEY WANTED
INTERPRETERS IN THAT SO THEY
COULD HAVE THEIR OWN PERSONAL
INTERPRETER SO YOU COULD GO TO
WHOEVER YOU WANTED INSTEAD OF
STATIONING THE INTERPRETERS AT
THE BOOTHS WE STATIONED THEM
WITH THE PEOPLE.
>> BRAD: WHERE DOES THAT FALL?
WE'RE ALWAYS GOING TO MISS SOME.
THAT'S THE INEVITABLE BUT I DO
AGREE. GOING BACK TO YOUR
CURRENT STATEMENT I PERSONALLY
BELIEVE THAT A DEAF PERSON, IT'S
NOT THEIR RESPONSIBILITY TO
ALWAYS ASK IF IT'S NOT THEIR
EVENT. I HAVE ALWAYS THOUGHT --
THE OWNERSHIP IS ON THE HEARING
PERSON IF IT IS YOUR EVENT YOU
NEED TO MAKE THE REQUEST. I CAN
SAY, HEY, DO YOU MIND MAKING THE
QUESTION? MAYBE SOME
INFORMATION ON WHO TO CONTACT,
AN E-MAIL ADDRESS TO SEND THAT
TO. MAYBE THEY DON'T HAVE AN
ACCOUNT BECAUSE YOU MIGHT ASSUME
THAT A HEARING PERSON MIGHT NOT
HAVE A U SKED ACCOUNT AND WE'LL
ALWAYS FALL TO THE SIDE OF THEY
DON'T HAVE ONE BUT ONCE THEY
MAKE THAT REQUEST OUR TEAM CAN
WORK WITH THEM AND WORK THAT OUT
AND THEY CAN THEN LET US KNOW
AND ONCE YOU AS A DEAF CONSUMER
REACHES OUT TO ME YOU CAN SAY,
HEY, WE ALREADY GOT ONE AND YOU
DON'T HAVE TO BE INCLUDED IN
THAT. I CAN MAKE SURE WE GET
ALL THE PREP, THAT WE GOT ALL
THE INFORMATION NEEDED SO ALL
YOU CAN DO IS SHOW UP AND ENJOY
THE SHOW. IT'S NOT ALWAYS GOING
TO HAPPEN THAT WAY OF COURSE.
YOU MIGHT -- THERE MIGHT BE SOME
CONFUSION OR MAYBE THERE'S A
HEARING PERSON OUT THERE THAT
HAS NO IDEA OF WHAT THEY'RE
DOING AND HOW TO REQUEST BUT
LIKE AKEELAH MENTIONED, PUT A
POC IN THERE. IF YOU HAVE AN
E-MAIL ADDRESS OR WHO TO
CONTACT. I DIDN'T MENTION THIS
BY WE'VE GOT AKEELAH AND
KAITLYN, THEY ARE HERE, THAT'S
THEIR RESPONSIBILITY TO REACH
OUT TO MAKE SURE THEY COLLECT
ALL THE INFORMATION GOING BACK
AND FORTH UNDERSTANDING THE
NEEDS, THE SEATING, SIT, STAND,
WHATEVER IT MIGHT BE. WE WORK
ALL THOSE LOGISTICS OUT BEHIND
THE SCENES AND MAKE SURE
EVERYONE HAS ACCESS TO THE EVENT
AND ALL YOU HAVE TO DO IS SHOW
AND UP EVERYTHING IS SET AND UP
READY TO GO. WE HAVE A TEAM
HERE THAT'S HERE TO SERVICE YOU
AND SUPPORT YOU. AND TO BE YOUR
LOGISTICAL SUPPORT PEOPLE. I'M
ALSO, WITHIN REASON OF WHAT WE
CAN DO OF COURSE.
>> I DO ALSO WANT TO MENTION
THAT HERE AT ACCESS WE FOCUS ON
ACCESS. THAT'S OUR END GOAL.
QUALITY, GOOD ACCESS. BUT
SOMETIMES WE ARE STUCK. 2018,
NIH PASSED THAT POLICY THAT SAYS
THAT THERE ARE NO LONGER GENERAL
AUDIENCE REQUESTS. AND THERE
HAS TO BE AN EXCEPTION.
>> AUDIENCE: RIGHT. THAT'S WHAT
I'M SAYING, WE NEED TO FIGURE
OUT WITH ROZ OR WHOEVER OWNS
THIS POLICY NOW HOW TO BALANCE
THAT OUT BECAUSE THERE MIGHT BE
SOME THINGS THAT ARE NOT IN THAT
POLICY LIKE TOWN HALL MEETINGS
LIKE NIH-WIDE EVENTS MAYBE IT
DOESN'T SAY THAT ABOUT US. WE
CAN ALLOW FOR THOSE TYPES OF
EVENTS TO HAVE GENERAL AUDIENCE
REQUESTS. WE NEED TO FIGURE OUT
THE BEST WAY FOR GENERAL
AUDIENCE EVENTS TO GET SERVICES.
AND, YOU KNOW, THAT'S THE POLICY
WAS DRAWN UP FOR THAT REASON
BECAUSE OF RESOURCES. RESOURCES
WERE BEING PULLED FROM PEOPLE
THAT NEEDED THEM FOR THOSE
GENERAL AUDIENCE REQUESTS AND I
GET THAT.
>> RIGHT. AND THIS IS BRAD
TIMES HAVE CHANGED FROM
2018-2024. WE CAN TAKE A LOOK
AND ADJUST AND FIND THAT BALANCE
I AGREE ON THAT.
>> SHANA: I WONDER IF SOMEONE
CAN GIVE US A LIST OF THE MUST
HAVES. MAKE A LIST OF THOSE
THINGS AND WE WILL KNOW NO
QUESTIONS ASKED WE WILL HAVE AN
INTERPRETER THERE.
>> (SPEAKER FAR FROM MIC).
>> YOU'RE TALKING ABOUT
EXCEPTIONS FOR OD OR E DIRKS.
WHICH IS OD.
>> (SPEAKER FAR FROM MIC).
>> AUDIENCE: I THINK MAYBE
WITH -- IN THE FUTURE, WOULD IT
BE POSSIBLE TO -- WHEN WE GO --
BACK IN THE OFFICE WE MIGHT
ADDRESS THAT CHALLENGE THEN.
>> BRAD: GREAT QUESTION. SO IN
ORDER TO ADDRESS THIS CHALLENGE,
TALKING ABOUT PAY, WE'RE GOING
TO BE BIDDING AT A HIGHER RATE.
WE HAVE TO. THERE'S NO OTHER
WAY AROUND IT. RIGHT NOW WE'RE
COMING OUT-OF-POCKET FOR
EVERYTHING. AND I ALSO THINK
THAT THIS BEING MORE OPEN TO BE
HONEST WITH YOU, BEING MORE OPEN
TO INTERNS NOT AS SEASONED
INTERPRETERS BUT HAVE SKILL AND
BEING MORE OPEN TO THAT. THAT
WILL OPEN UP MORE OF OUR -- YOUR
PREFERRED LIST. I KNOW THAT
THERE ARE A LOT OF DEAF PEOPLE
OUT THERE THAT SAY, NO, I HAVE
MY 3-5 PREFERRED INTERPRETERS
AND THAT'S IT. IT DOESN'T WORK
LIKE THAT ANYMORE. I UNDERSTAND
THAT THERE IS A BALANCE. YOU'VE
GOT YOUR PREFERRED FIVE BUT
MAYBE MAKE LIKE A, YOU KNOW, AN
A GROUP AND A B GROUP FOR ME
PERSONALLY AS A PERSON I HAVE MY
A 3-5 GROUP AND I HAVE MY SECOND
TIER, B GROUP TO HAVE THAT MORE
FLEX NIBILITY TO WORK WITH YOU.
JUST HAVING THAT SUGGESTION SOME
OF THOSE LITTLE THINGS TO BE
HONEST WITH YOU, HIRING SOMEBODY
TO COME IN AND BE A CHIEF
OFFICER ROLE AND ABLE TO WORK
WITH PEOPLE REALLY WORK WITH
INTERPRETERS TO UNDERSTAND WHAT
THE NEED IS THERE PERSONALLY I
THINK THAT WE NEED TO GET BACK
TO OUR ROOTS. I'M NOT SAYING
CHANGE PAY, CHANGE THIS, CHANGE
THAT, WHY ARE WE HERE? WE NEED
TO HAVE AN OPEN DISCUSSION. YOU
KNOW, THESE DAYS, EVERYBODY IS
BEHIND A COMPUTER SCREEN.
SITTING IN THEIR HOUSE. YOU
KNOW, I'M GOING TO SHOOT OFF
THIS E-MAIL AND I DON'T CARE
WHAT I SAY. WE GET E-MAILS. IF
I COULD SHOW YOU. I CAN
OBVIOUSLY BUT IF I CAN SHOW YOU
THE E-MAILS THAT WE GET EVERYDAY
IT IS RIDICULOUS. I MEAN SOME
ARE, YOU KNOW, LEGIT BUT THE
EXPECTATIONS RIGHT NOW IS TO
SAY, HEY, I WANT THIS, THIS,
THIS, THIS AND THIS, AND THIS
AND THIS. AND IT'S LIKE, WHAT?
HOW CAN WE DO THAT? BECAUSE
YOU'LL JUST SHOOT OFF THESE
E-MAILS HOPING THAT SOMEBODY IS
GOING TO BITE. IT'S LIKE
FISHING. YOU KNOW. YOU THROW A
LINE OUT AND YOU HOPE A FISH
BITES AND IT IF A COMPANY BITES,
HEY SH, I'M GOOD BUT WE NEED TOT
BACK TO OUR ROOTS WHICH IS THE
HEART OF WHY WE'RE HERE I MEAN
PAY -- ALL PAY HAS TO BE LOOKED
AT AS WELL BUT AS A WHOLE WHY
ARE WE HERE AND I THINK WE PLAN
ON GETTING BACK TO THAT A LITTLE
BIT. OVER TIME THAT WILL WORK
OUT ITS OWN KINKS AND FIXES AND
BUMPS ALONG THE ROAD BUT I THINK
THOSE LITTLE FIXES IS NOT GOING
TO GO ANYWHERE. I KNOW ONSITE
THERE IS THAT NEED BUT THERE ARE
SOME JOBS IF YOU'RE IN THE
OFFICE AND MAYBE SOME OF THOSE
JOBS IN THE OFFICE YOU CAN GET
SOMEONE VIRTUALLY TO CONNECT
WITH YOU MAYBE THAT MIGHT BE A
BETTER OPTION. I KNOW IF YOU'RE
ONSITE THE BEST OPTION IS TO
HAVE AN ONSITE INTERPRETER OF
COURSE BUT IN ORDER TO JUST
TRYING TO THINK OF OPTIONS AND
WAYS TO SUPPORT, IF YOU'RE
SITTING IN THE OFFICE AND YOU
HAVE A MEETING THAT YOU'RE
CALLING INTO, MAYBE IT'S
POSSIBLE TO HAVE A VIRTUAL
INTERPRETER EVEN THOUGH YOU'RE
ONSITE JUST THINKING OF A WAY TO
WORK TOGETHER AND COME TOGETHER.
THERE'S NO MAGIC PILL WHERE I
CAN SAY, YOU'RE GOOD, 100%
SATISFIED BUT HOW CAN WE WORK
TOGETHER TO MAKE THIS HAPPEN AND
I THINK OVER THE NEXT 1-2 YEARS
YOU'LL START TO SEE AND FEEL
THOSE CHANGES. BECAUSE WHEN
PEOPLE START GOING BACK ONSITE,
I MEAN FOR OUR COMPANY, WE'VE
GOT OVER 120,000 HOURS NOW OR
WHATEVER THE CASE MAY BE OF
SERVICE HOURS SO A COMPANY,
WE'VE GOT ALL THESE SERVICES TO
FILL. WHAT WAS MY POINT?
ONSITE AND VIRTUAL. SO THE
PERCENTAGE IS THERE. AFTER
COVID. PEOPLE ARE STILL WANTING
TO STAY HOME. BUT WHEN PEOPLE
START TO GO BACK TO WORK IN THE
OFFICE, WHEN THE TIDE CHANGES,
LET'S SAY, THE 70/30 RULE.
RIGHT NOW WE'RE VIRTUAL 70,
ONSITE 30. SOMETIMES 75. 35
BUT IT'S STILL 67% VIRTUAL.
IT'S PRETTY MUCH THE SAME EACH
THOUGH PEOPLE HAVE STARTED TO GO
BACK ONSITE. NOW WE'VE GOT THAT
HYBRID APPROACH AND SO THERE'S
VARIATION IN THAT BUT HERE AT
NIH IS A BIT UNIQUE BECAUSE
THERE'S LABS, YOU'VE GOT ALL
SORTS OF DEPARTMENTS THAT SAY
YOU CANNOT WORK FROM HOME.
YOU'VE GOT TO WORK IN THE LAB OR
COME INTO THE CLINICAL CENTER SO
I DO UNDERSTAND THAT THERE ARE
SOME UNIQUE OPPORTUNITIES HERE
AT NIH BUT THE NUMBERS ARE
PRETTY MUCH THE SAME FROM 3-4
YEARS AGO, SORRY, 2-3 TO TODAY
THOSE ARE THE SAME. THE NUMBERS
ARE THE SAME. IS THAT GOING TO
DRASTICALLY CHANGE? I DON'T
KNOW. I FEEL LIKE LAST YEAR I
THOUGHT WE WERE GOING TO SEE
THAT TIDE CHANGE AND WE WERE
GOING TO BE ONSITE BUT THE
PERCENTAGES THAT WE'VE BEEN
SEEING AND THOSE NUMBERS ARE
STAYED THE SAME.
>> ARE YOU SEEING RESISTANCE
FROM INTERPRETERS WHO ARE
WILLING TO CHANGE?
>> BRAD: MY ANSWER IS YES. IN
TERMS OF GOING ONSITE? YES.
100%. I CANNOT TELL YOU HOW
MANY INTERPRETERS I'VE SEEN ALL
OF THESE E-MAILS. AND THERE ARE
SOME INTERPRETERS WHO WORK WITH
US FIVE DAYS A WEEK ALL
YEAR-ROUND AND THEY SAY, I LOVE
ACCESS. I LOVE IT AND THEN WE
SAY, HEY WE NEED YOU TO GO
ONSITE AND THEN THOSE START TO
SAY, I'M GOING TO START WORKING
WITH OTHER AGENCIES. BECAUSE WE
WOULD LIMIT THEIR NUMBERS OF
DAYS FOR VIRTUAL WORK TO ONSITE.
WE WOULD. LIKE WE COULD SAY,
HEY, WE NEED YOU ONSITE ONE DAY
A WEEK WE'VE GOT THAT NEED AND
THEY'LL NOT WANT TO. THEY THEN
WILL REALIZE OH, THEY CAN DO TWO
DAYS VIRTUAL WITH ACCESS AND,
YOU KNOW FIND ANOTHER COMPANY
OUT THERE THAT HAS OTHER VIRTUAL
WORK BECAUSE THEY'LL GIVE IT TO
THEM. THEY'LL GET ONE DAY WITH
THIS AGENCY, ONE DAY OF VIRTUAL
WORK WITH ANOTHER AGENCY SO THEN
I'M FULL-TIME VIRTUAL WORKING
WITH THREE DIFFERENT AGENCIES,
FIVE DIFFERENT AGENCIES ALL WEEK
LONG I NEVER HAVE TO GO ONSITE
AT ALL. INTERPRETERS ARE ABLE
TO PICK AND CHOOSE WHAT VIRTUAL
WORK THEY WANT AND FILL THEIR
DAYS. THEIR NUMBER ONE
PREFERENCE IS HEY, THIS IS
VIRTUAL. YOU CAN WEAR YOUR PJS
ON BOTTOM, I DON'T HAVE TO GET
IN THE CAR, PAY FOR GAS, EAT
LUNCH OUT. IF THERE'S AN IN
VIRTUAL I CAN DO SOME LAUNDRY.
WHATEVER THE CASE IS, BUT THERE
ARE FACTORS THAT MAKE LIFE
EASIER. IT MAKES IT EASIER WHEN
YOU WORK FROM HOME AND THAT IS A
CHALLENGE. I DO SEE THAT.
>> SHANA: THAT APPLIES TO US AS
WELL. I WOULD LIKE TO STAY HOME
SO HAVING TO CONVINCE THEM AND
FORCE THEM WHEN ON A DAILY BASIS
WE DO THE SCHEDULING TEAM SAYS,
PLEASE, BUT INTERPRETERS WILL
SAY GIVE ME FIVE BUCKS MORE AN
HOUR OR GIVE ME AN HOUR MORE.
PAY FOR TRAVEL, WHATEVER IT IS.
>> KIRSTY: WE ARE ACTIVELY
RECRUITING EVERYDAY. WE ARE
LOOKING FOR MORE INTERPRETERS
ACTUALLY TWO YESTERDAY WE HAD
TWO NEW ONES. THEY ARE VIRTUAL
BUT ONE IS CONSIDERING MOVING TO
THE AREA. WE ARE ACTIVELY LO
RECRUITING ON A DAILY BASIS. WE
HAVE TWO MORE FROM VIRGINIA. WE
HAVE A COUPLE FROM BALTIMORE
THAT ARE TRYING TO START SOON SO
WE ARE REALLY ALWAYS LOOKING
IT'S NOT LIKE WE ARE PUTTING OUR
HANDS UP IN THE AIR AND SAYING
CAN'T DO IT. WHEN WE HAVE THOSE
SEASONED INTERPRETERS RETIRE AND
MOVE ON WE ARE TRYING TO REPLACE
THEM.
>> AUDIENCE: I HAVE A QUESTION.
GOING BACK TO THE BALANCING ACT
I UNDERSTAND THE SHORTAGE OF
INTERPRETERS IT CAN BE A
CHALLENGE. GOING BACK TO YOUR
GENERAL AUDIENCE VERSUS PMAP AT
THE LAST MINUTE YOU DO HAVE A
POLICY TO TRY TO FILL REQUESTS
IF IT'S AN EMERGENCY IT GOES
BOTH WAYS WHAT IF IN THE GENERAL
AUDIENCE REQUEST A DEAF CUSTOMER
SHOWS UP TEN MINUTES LATE? THIS
IS WHY I ADVOCATE FOR HAVING
INTERPRETERS ON GENERAL AUDIENCE
JOBS TO BE THERE, PERIOD.
>> BRAD: OH -- AKEELAH --
>> AKEELAH: WE DO COVER GENERAL
AUDIENCE QUESTIONS BUT THAT'S
THE LAST PRIORITY. THE FIRST IS
THOSE EMPLOYEE MEETINGS.
SUPERVISORS, THOSE ONE-ON-ONES,
THOSE PMAPS, THOSE ACTUAL
WORKING MEETINGS. WE DO COVER
GENERAL AUDIENCE BUT IT'S MORE
RARE IF SOMEONE SUBMITS A
QUESTION WE CALL THEM AND SAY
THIS IS A SPECIALIZED EVENT
MAKING SURE. DON'T I DON'T
WANT TO SEND SOMEONE FROM
OPTICS.
WE MIGHT WORK WITH ONE PERSON
AND NOT TAKE AN AUTOMATIC. WE
MIGHT COVER A GENERAL AUDIENCE,
YES, BUT IT'S NOT OUR FIRST AND
TOP PRIORITY.
>> BRAD: CORRECT BUT I DO WANT
TO ADD TO THAT, REMEMBER WE
DON'T MAKE THE POLICIES. WE
HAVE TO ADHERE FROM THE POLICIES
FROM THE PROGRAM OFFICE WE WORK
WITH EDI OR WITH ALL OF THE
GROUPS AT NIH WHO SET UP THOSE
POLICIES AND PROCEDURES. ACCESS
DOES NOT SET ANY POLICIES. WE
ARE NOT ANY OF THOSE PEOPLE
INVOLVED WE JUST ADHERE TO THEM
SO IF SOMEONE ASKS FOR OUR
GUIDANCE OR OPINION WE ARE
WILLING TO SUPPORT IN THAT ARENA
BUT WE HAVE NO INVOLVEMENT IN
THAT POLICY PROCEDURE.
>> CELINE: I HAVE A FEW THOUGHT
TO SHARE I HAVE TO ADMIT.
FIRST, I UNDERSTAND THAT YOU'RE
ENCOURAGING PEOPLE TO DO MORE
VIRTUAL REQUESTS BUT I ADMIT THE
QUALITY OF THE INTERPRETERS THAT
I KEEP GETTING IS NOT THAT GREAT
LIKE THIS MORNING, FOR EXAMPLE,
I'LL LET YOU KNOW WHILE YOU'RE
HERE I HAD MY PREFERRED
INTERPRETERS ON MY LIST BUT, YOU
KNOW, SOME OF THE MEETINGS I HAD
STRENGTH THE PREFERRED
INTERPRETERS ON THEM BUT LET ME
GO BACK. SO I AM NOW BACK
IN-PERSON ONSITE ON CAMPUS MORE
AND WEDNESDAYS ARE IMPORTANT
BECAUSE MY WHOLE TEAM IS
REQUIRED TO GO ONSITE AND I KEEP
GETTING INTERPRETERS WHO ARE NOT
THE BEST OR INTERNS. AND I
UNDERSTAND THAT INTERNS -- AND I
AGREE WITH WHAT YOU SAID. THEY
DESERVE THE EXPERIENCE
OPPORTUNITY BUT WHEN MY BRANCH
DIRECTOR IS THERE AND GETTING AN
INTERN THAT DOESN'T MAKE SENSE
TO ME IT DOESN'T MATCH WHAT HE
NEEDS. HE NEEDS HIGH GOOD
QUALITY INTERPRETERS LIKE DO I
AND I KNOW BOTH OF US HAVE OUR
OWN PREFERENCES. I PREFER
SOMEONE WHO USES ASL WHO IS MORE
CLEAR WITH ME. I CAN'T GET BY
WITH SE OR PSE. I AM GETTING
THAT KIND OF INTERPRETER OFTEN
AND IT INCREASES MY ANXIETY AND
I BECOME MORE QUIET AND RESERVED
IN THE MEETINGS AND I DON'T WANT
TO TALK IN THEM. I WONDER AND I
UNDERSTAND THAT YOU HAVE YOUR
STRUGGLES. I GET THAT. BUT AT
THE SAME TIME, YOU KNOW, HOW ARE
INTERPRETERS BEING ASSIGNED?
AND LIKE YOU SAID, ON CALL, SO
YOU HAVE ON CALL, SOME
INTERPRETERS DIDN'T REALIZE THIS
WAS AN OPPORTUNITY AT NIH BUT
THEY MIGHT BE COMMITTED TO
CERTAIN DEAF PEOPLE HOW IS THAT
FAIR FOR ME AS A NEW PERSON
COMING IN. I KEEP GETTING ALL
THESE DIFFERENT INTERPRETERS
THAT ARE BAD. THEY ARE
CONTINUOUSLY BAD. HOW IS THAT A
FAIR MEASUREMENT? THAT'S MY
STRUGGLE I WILL ADMIT.
>> SHANA: MAKE A REQUEST FOR A
YEAR IN ADVANCE. MAKE THAT
REQUEST NOW. IN 2025 ON
WEDNESDAYS, I HAVE THESE FIVE
INTERPRETERS THAT I WANT EVERY
WEDNESDAY FOR NEXT YEAR. AND
THEN WE CAN HAVE THEM FOR YOU
THE WHOLE YEAR-ROUND. AND I
KNOW THAT THERE ARE A COUPLE OF
EMPLOYEES HERE AT NIH THAT HAVE
HAD THE SAME INTERPRETERS LOCKED
IN FOR YEARS AND YEARS AND I
KNOW THAT IT IS TIME TO SAY, ALL
RIGHT, THAT'S -- WE'VE HAD
ENOUGH, LET'S LET SOMEBODY ELSE
HAVE A GOOD CHANCE AT THIS
INTERPRETER BUT, YOU KNOW, AND
THEN THEY FEEL LIKE THEY'RE IN A
RUT AS WELL BUT I DO HAVE TO ASK
THE INTERPRETER, LET'S NOT
FORGET THAT. THEY HAVE A
DECISION IN THIS AS WELL.
SOMETIMES IT'S NOT OUR DECISION.
I CAN SAY HEY, I KNOW YOU'VE
BEEN WITH JOE EVERY WEDNESDAY
FOR THE WHOLE YEAR BUT NEXT YEAR
NOW YOU'VE GOT TO BE WITH CELINE
AND THEY MIGHT SAY, NO, I WOULD
LIKE TO STICK WITH JOE, THEN
WHAT DO I DO? WE'RE IN A BIND
THEN AS WELL. THEY LIKE TO WORK
WITH THAT CONSUMER AND SO
WE'RE -- MAYBE SOMETIMES THEY'RE
WILLING AND SAY HEY, GREAT, IN
2025 YOU'LL BE CELINE AND WE
HAVE TO WORK WITH THAT DEAF
CLIENT AND SEE WHO THEY WANT
BECAUSE THEY LOST THE THEIR
PREFERRED ANY.
>> DAVID: IT'S NOT SO MUCH OF
THE PREFERRED INTERPRETER BUT
THE QUALITY INTERPRETER AND I --
IT'S EASIER FOR ME. I CAN VOICE
FOR MYSELF. AND MANY TIMES,
UNFORTUNATELY, I, YOU KNOW,
SHE'S LUCKY TO HAVE A DEAF BOSS
AND I WATCHED HER AND HER
INTERPRETER AND I CAN HEAR WHAT
THE INTERPRETER IS SAYING AND
THEY WILL SAY THINGS AND I HAVE
TO STEP IN A FEW TIMES BECAUSE
THAT'S NOT WHAT CELINE SAYS AND
THE INTERPRETERS THEMSELVES
DON'T ADMIT THEIR MISTAKES. SO
THAT'S WHERE, I HAVE A PROBLEM.
YOU KNOW, I -- I UNDERSTAND
PREFERRED INTERPRETERS BUT I'M
TALKING ABOUT THE QUALITY OF
INTERPRETERS. AND THE
WILLINGNESS TO MAKE -- TO SAY
THAT THEY MADE A MISTAKE. AD
MITT WHEN AN INTERPRETER HAS
MADE A MISTAKE AND I APPRECIATE
WHEN INTERPRETERS DO THAT. IT'S
NOT -- I APPRECIATE WHEN THEY
ADMIT THEIR MISTAKES BECAUSE
SOMETIMES CELINE HAS MEETINGS
WITH PRETTY EXECUTIVE LEVEL
PEOPLE AND I LUCKILY CAN SPEAK
FOR MYSELF BUT SHE DOESN'T. SO
I -- AS A MANAGER, I SHOULDN'T
HAVE TO DO THAT FOR HER.
>> THAT IS VALID. THIS IS
CHRISTY I DON'T WANT TO PUT THAT
BURDEN ON YOU BUT THAT KIND OF
INFORMATION IS WHAT WE REALLY
WANT TO KNOW. OFTENTIMES PEOPLE
WON'T SAY ANYTHING AND I WILL
SIT BACK AND THINK OH, I GUESS
IT WENT WELL AND NOW THAT I AM
HEARING THESE STORIES I DID NOT
KNOW THIS. SHARE THIS
INFORMATION. WE TAKE PRIDE IN
THE QUALITY OF OUR INTERPRETERS
WHEN YOU SAY THIS INTERPRETERS
IS BAD OF COURSE WE'RE LIKE,
WHY.
IT'S NOT A GOOD FIT. OKAY, FINE
AND THEY MIGHT -- THEY MIGHT BE
SOMEBODY ELSE'S PREFERRED BUT
NOT YOURS AND THAT'S FINE. BUT
WE NEED TO KNOW WHO IS A GOOD
FIT. WHO IS NOT. WHAT YOUR
STILL OR PREFERENCE IS AND IF
YOU CAN PLEASE DO SHARE THAT
INFORMATION SO WE NEVER SEND
THAT INTERPRETER WITH YOU AGAIN
WE WANT TO MAKE SURE THAT --
>> CELINE: YEAH, I'VE SHARED IT
WITH THE TEAM. THEY ARE ALREADY
FAMILIAR WITH MY FEEDBACK. IT'S
FREQUENT. SOMETIMES, YOU KNOW,
SOMETIMES -- HONESTLY I WANT TO
E-MAIL YOU GUYS AND TELL YOU ALL
THE TIME BUT I DON'T. MY JOB IS
FAST MOVING. IT'S FAST PACED
AND SOMETIMES THINGS COME UP AND
SOMETIMES I FEEL LIKE I JUST AM
GOING TO PUT UP WITH IT. I HAVE
NO CHOICE. I WILL WORK WITH
THAT PERSON TODAY I WILL GET BY
AND WE MAKE IT THROUGH AND SOME
MEETINGS, I CAN TOLERATE IT,
SOME MEETINGS I CAN'T AND I AM
STUCK WITH A PERSON THAT'S NOT
GREAT AND I HAVE TO PLAY IT
CALL. I HAD MY MEETING WITH THE
TEAM RECENTLY BUT I HAVE NOTICED
THAT MORE -- IT'S -- IT'S MORE
OF A CHALLENGE TO FIND PEOPLE --
THAT ARE NEW COMING IN AND WE
DON'T DESERVE TO HAVE TO GO
THROUGH THAT. IT SEEMS THOSE
THAT ARE LEGACY HERE HAVE AN
ADVANTAGE, AND DEVELOPED
RELATIONSHIPS WITH INTERPRETERS
AND THEY HAVE THEIR SET
INTERPRETERS AND THEN I FIND OUT
THESE INTERPRETERS ARE WORK HERE
AND I THINK, OH, JEEZ I WISH I
COULD HAVE WORKED WITH THEM BUT
I DIDN'T HAVE THAT OPPORTUNITY
AND MY INTERPRETERS ARE
SWITCHING AND CHANGING AND IT'S
BECOME A BIG BURDEN ON ME MORE
THAN I WOULD LIKE IT TO BE.
>> BRAD: I CAN'T IMAGINE ALL OF
YOU THAT HAVE BEEN HERE FOR MANY
YEARS HAVE YOUR PREFERRED
INTERPRETERS AND YOU HAVE TO
FIND THE STRUGGLE OF WHO WORKS
FOR ME AND ALL THE SEASONED
INTERPRETERS ARE BOOKED AND UP I
THINK THAT'S SOMETHING LIKE
SHANA WAS SAYING WE CAN LOOK
INTO THAT, FOR YOUR WEDNESDAY,
THAT'S VERY IMPORTANT DAY FOR
YOU TO FIND SOMEBODY WE WILL
FIND SOMEBODY. THERE ARE
DIFFERENT STRATEGIES. IN ORDER
TO ACCOMMODATE YOU AND YOUR
NEEDS. AND A LOT OF OUR
INTERPRETERS WHO COME IN ARE
PREFERRED BY SOMEBODY. OUT
THERE. MAYBE NOT YOUR PREFERRED
AND LIKE YOU'RE SAYING YOU
PREFER ASL ONLY YOU DON'T WANT
PSE, MAYBE SOMEBODY ELSE PREFERS
MORE ENGLISH INTERPRETER.
EVERYBODY HAS THEIR OPEN
PREFERENCES AND STYLE OF
INTERPRETERS SO I THINK THAT
THAT'S WHY IT'S IMPORTANT FOR US
TO WORK TOGETHER ESPECIALLY FOR
NEW EMPLOYEES COMING IN.
BECAUSE YOU'RE SAYING, OKAY,
WILL, I HAVE ALL THESE PREFERRED
INTERPRETERS BUT THEY'RE NOT
AVAILABLE SO LET'S WORK TOGETHER
TO MAKE THAT HAPPEN.
>> DAVID: ONE LAST POINT I WANT
TO MAKE. YOU PROVIDE FEEDBACK
TO, YOU KNOW, SOMETIMES YOU
PROVIDE FEEDBACK -- I THINK WE
PROVIDE FEEDBACK. LIKE
SOMETIMES MAYBE, JUST MAYBE YOU
GET QUALIFIED INTERPRETERS. YOU
GET THEM RESPONDING BACK TO YOU
THAT THEY'RE -- THAT THE OTHER
INTERPRETERS AREN'T GOOD? MAYBE
THEIR TEAM? BECAUSE THEY WORK
TOGETHER. THEY WORK ALONGSIDE
EACH OTHER. LIKE OUR STAFF
INTERPRETERS. THEY'RE GREAT.
AND THEN WHEN ANOTHER
INTERPRETER COMES IN THEY MAY
NOT BE SO GREAT. THEY'RE
TERRIBLE AND THEN I HAVE TO GIVE
FEEDBACK TO THE TEAM INTERPRETER
TO THE STAFF INTERPRETERS.
>> SO YOU'RE SAYING THE TEAM
INTERPRETER DO THEY REPORT ON
THE OTHER INTERPRETER.
>> YES. WE HAVE QUALITY AND
ASSURANCE CHECKS AND I WILL POP
INTO MEETINGS AND I CAN POP INTO
ANY OF YOUR MEETINGS AS WELL FOR
THAT Q&A WE HAVE JUMPED INTO A
MEETING AND SAID WHO IS THIS.
WE CAN DEFINITELY DO THAT TO
SAY, HEY, PLEASE LET US KNOW
WHAT IS A GOOD MEETING FOR US TO
JUMP IN AND OBSERVE THE
INTERPRETERS SO WE CAN TAKE OUR
OWN INTERNAL NOTES. WE CAN DO
THAT AND TO LET YOU KNOW FOR THE
PEOPLE ONLINE IF YOU FEEL LIKE
YOU HAVE ANY GRIEVANCES OR NOT
SATISFIED WITH THE SERVICES
PLEASE REACH OUT TO US AND WE
CAN HAVE A VIRTUAL MEETING.
JUST LIKE CELINE AND I WE
FIGURED OUT THE BEST SOLUTION
FORWARD IN HOW TO MAKE SURE THAT
SHE IS SATISFIED FOR THE FUTURE.
SO PLEASE E-MAIL US.
>> BRAD: ALSO, PLEASE REMEMBER,
YOU KNOW, WE'VE GIVEN YOU ALL
THESE STATISTICS, 72 HOURS OF
SERVICE FOR JUST NIH. SO WE
WILL ALWAYS HAVE AN INTERPRETER
THAT MIGHT NOT WORK OUT. THAT
WILL PROBABLY HAPPEN ON A DAILY
BASIS WITH THAT AMOUNT OF
NUMBER, 72,000, YOU'RE GOING TO
HAVE SOME CHALLENGES AND SOME
MISHAPS JUST LIKE -- CELINE WAS
MENTIONS AND I KNOW YOU KNOW
GIVEN FEEDBACK AND WE TRIED TO
WORK TOGETHER THERE BUT THE
POINT IS IS WORKING TOGETHER,
MAKING SURE THAT WE HAVE COME UP
WITH NEW STRATEGIES AND THAT
REALLY GOES FOR ANYBODY HERE. I
THINK IF YOU OR ANYBODY OUT
THERE WHO HAVE BEEN HERE FOR A
WHILE AND SAYING, OTHER, YOU
KNOW, I'VE HAD THAT EXPERIENCE
OR A SHARED SIMILAR EXPERIENCE.
OR MAYBE TALKING TOGETHER OR
STRATEGIZING TOGETHER BECAUSE WE
ARE COMMITTED TO MAKING YOU ALL
HAPPY. I THINK THAT IS THE KEY
TAKEAWAYS IS THERE ARE GOING TO
BE INSTANCE WHERE IS YOU DON'T
HAVE YOUR PREFERRED
INTERPRETERS.
SOME PEOPLE MIGHT LOVE ME AND
SOME MIGHT SAY NEVER SEND BRAD.
THAT'S GOING TO HAPPEN. THAT'S
GOING TO HAPPEN IN EVERYDAY R
RIFE -- LIFE.
I LIKE DAVID AND I MAY SAY I'M
NOT FOND OF CHAD. IT'S YOUR
EXPERIMENT. TO BE HONEST IT MAY
NOT BE THE SKILL. THEY MIGHT BE
A GREAT INTERPRETER BUT THEY
DON'T FIT YOUR PERSONAL NEEDS.
THEY DON'T MEET YOUR ASL VERSUS
PSE VERSUS SE,E, WHATEVER THE
CASE MAY BE.
I WILL TELL YOU WE HAVE FAILED
MORE INTERPRETERS WHO APPLY TO
WORK WITH US THAN WE HIRE. AND
I GUARANTEE YOU THAT TLHEY ARE
WORKING WITH SOMEBODY ELSE IN
SOME OTHER AGENCY. THEY ARE NOT
SITTING AT HOME. THEY ARE NOT.
THEY ARE WO-- THEY ARE WORKING.
WE HAVE A STRICT LIMITATION AND
OUR LIMITATIONS ON WHO WE HIRE
AND WHO WE SCREEN AND ACCEPT
INTO THIS AGENCY JUST BECAUSE
THEY'RE C OR PSE BASED
INTERPRETER, DOESN'T MEAN
THEY'RE A BAD INTERPRETER THEY
MAY JUST NOT BE THE BEST FIT FOR
CERTAIN PEOPLE AND THEIR NEEDS
SO I THINK THAT WORKING TOGETHER
IN TRYING TO FIND THAT MIDDLE
GROUND ESPECIALLY AS A NEW
EMPLOYEE IS VERY IMPORTANT SO I
JUST WANTED TO SAY THAT.
>> SHANA: I THINK YOU NEED TO GO
BACK TO INTERPRETING, BRAD.
>> BRAD: I DON'T KNOW WHAT I AM.
>> I AM CONSTITUENT ED -- TOUD
BY YOUR COMMENTS. YOU'RE NEW
AND WE WILL WORK ON THAT. WE'VE
GOT ONE MINUTE LEFT.
>> ONE LAST QUESTION. IS IT
POSSIBLE TO THINK ABOUT THE ON
CALL INTERPRETERS? IF WE CAN
BALANCE THEM OUT BECAUSE
SOMETIMES I HAVE AN ON CALL
INTERPRETER ALL DAY AND I WILL
HAVE TWO MEETINGS SO MAYBE WITH
THAT WE CAN FIGURE OUT A WAY TO
USE THAT PERSON FOR OTHER
MEETINGS. HOW DO YOU MANAGE
THAT
THAT? HOW DO YOU WORK THAT OUT?
>> BRAD: I WANT TO ANSWER THAT
BECAUSE I AGREE WITH YOU. WITH
WHAT I CALL THE SCARCITY OF
INTERPRETERS IN THIS DAY AND
AGE, FOR ONSITE ESPECIALLY I
CAN'T STAND TO KNOW I'M GOING TO
USE YOU AS AN EXAM -- EXAMPLE
YOU HAVE A NEED AND THAT
INTERPRETER IS DOING NOTHING AND
YOU HAVE A DEAF CONSUMER HERE
WITH A NEED AND THE CHALLENGE
IS, I THINK THAT IN GENERAL,
GENERALLY SPEAKING, NIH HAS BEEN
REALLY, REALLY GREAT ABOUT
AWARDING YOU WHAT YOU WANT.
THEY WILL GIVE YOU WHAT YOU WANT
AND THAT IS NOT TRUE FOR OEF
EVERYBODY ELSE. I DON'T KNOW IF
IT'S A MINDSET OF OH, I GOT THIS
INTERPRETER NOW AND I DON'T NEED
YOU RIGHT NOW FOR THIS MONDAY
MORNING AND I HAPPEN TO LAND YOU
FOR SOMETHING ELSE AND SOMEBODY
ON THE OUTSIDE MIGHT THINK OH,
THAT MEANS YOU DON'T NEED THEM.
LET'S TAKE THIS INTERPRETER FOR
THEM SO PEOPLE ARE SCARED. THEY
WANT TO HOLD ONTO THEIR
INTERPRETERS AND I AM TELLING
YOU WHATEVER YOU NEED, NIH WILL
GIVE YOU WHAT YOU NEED AND I
PROMISE YOU OTHER AGENCIES ARE
GOING TO LOOK AT YOU LIKE YOU'RE
CRAZY THEY'RE GOING TO SAY
ABSOLUTELY NOT. TO YOUR
REQUESTS SO I THINK IF THE
COMMUNITY IS AWARE. IF WE WORK
TOGETHER AND YOU REALLY DON'T
NEED AN INTERPRETER, PLEASE GIVE
THEM UP. PLEASE LET US KNOW.
WE CAN USE THEM IN SOME OTHER
CAPACITY. I THINK THAT'S A
PERFECT EXAMPLE OF HOW WE CAN
FIND BALANCE BECAUSE SOMETIMES
THEY MAY NOT BE NEEDED THAT
AFTERNOON, THAT INTERPRETER OR,
IF THAT INTERPRETER KNOWS THEY
HAVE A LIGHT SCHEDULE WE CAN
REASSIGN THEM TO SOMEWHERE ELSE
ON CAMPUS. OF COURSE WE WILL
NOT SEND THEM OFF CAMPUS BUT WE
CAN WORK TOGETHER AND THAT'S ONE
WAY. I DO THINK THAT PEOPLE ARE
SCARED OF GIVING UP THEIR
INTERPRETERS. GIVING UP SAYING
I DON'T WANT NEED AN INTERPRETER
ON MONDAY. I CAN'T FIND THAT
INTERPRETER AGAIN AND THEN I
LOSE THEM AND I'M NOT WILLING TO
DO THAT. SO I DON'T KNOW
EXACTLY HOW THAT CAN WORK BUT
THAT IS DEFINITELY A DISCUSSION
AND A STRATEGY THAT IS BEHIND
THAT BUT I AGREE. I AGREE THAT
WE MADE TO CONSIDER HOW WE CAN
SET UP THAT FRAMEWORK TO ENSURE
THAT PEOPLE FEEL SAFE AND
ASSURED THAT THIS WILL NOT
HAPPEN. THEY WILL NOT LOSE
THEIR PREFERRED INTERPRETERS IF
THEY'RE WILLING TO GIVE THEM UP
FOR A LITTLE BIT. SO THAT'S A
GREAT POINT.
>> SHANA: OF COURSE WE HAVE GOT
OFF CAMPUS. WE'VE GOT EAST
JEFFERSON, WE GOT ROCK LEDGE WE
HAVE ONE OR TWO CALLS FOR LET'S
SAY TEN DEAF EMPLOYEES AND THEY
ARE COMMITTED TO SHARING THEM
THE ENTIRE DAY AND THAT'S NICE
THAT THEY WORKED THAT OUT THAT
THEY HAVE TWO ON CALLS FOR THE
WHOLE DAY BUT THERE ARE SOME IN
A DIFFERENT DEPARTMENT BY
THEMSELVES BUT MORE OF THAT
WOULD BE NICE.
>> BRAD: UNFORTUNATELY, IT IS
12:32 AND WE ONLY HAVE THIS ROOM
UNTIL 12:30 BUT WE WANT TO MAKE
SURE THAT IF WHOEVER IS WATCHING
VIRTUALLY OR PLAN ON WATCH THING
PLAIT LATER, IF YOU HAVE
ANYTHING YOU WOULD LIKE TO
DISCUSS OR ANY IDEAS, ANYTHING
YOU WOULD LIKE TO BRAINSTORM OR
GIVE US ANYTHING, WE ARE OPEN.
SAME THING WITH ORS, WE ARE
ALWAYS OPEN. I KNOW WHEN WE
TALK TO LINDA, SHE IS OPEN AND
WANT TO PROVIDE. SHE WANTS TO
MAKE SURE YOU GET WHAT YOU NEED.
SHE NEVER SAYS NO TO ME. LINDA
WANTS TO MAKE SURE YOU GET WHAT
YOU NEED AND WE WANT TO MAKE
SURE THAT THAT IS EMPHASIZED TO
YOU ALL AND WE CAN COME ONE
DIFFERENT STRATEGIES JUST LIKE
WE ALL DISCUSSED INTERNALLY IN
THIS ROOM. IT IS OPEN AND I
WANT TO HAVE THESE DISCUSSIONS
BECAUSE I THINK THEY ARE
OPPORTUNITIES TO MAKE SURE YOU
GET THAT FILL RATE OF 90% AND
CONTINUE TO GROW AND GET WHAT
YOU REALLY WANT AND NEED. SO I
REALLY WANT TO THANK YOU ALL FOR
YOUR TIME. THANK YOU FOR THE
PEOPLE WATCHING ON VIDEO AND
STREAMING. THANK YOU SO MUCH.
>> AUDIENCE: I WOULD LIKE TO SAY
THANK YOU TO THE PANEL. ASKING
FOR FEEDBACK.
>> YEAH, FOR SURE.
>> I JUST WANT TO THANK
EVERYBODY FOR COMING AND THANK
THE ACCESS TEAM. THANK YOU SO
MUCH FOR JOINING US TODAY. AND
THIS IS NOT THE END IT'S JUST
THE GOING OF THIS CONVERSATION.
IT WILL KEEP GOING AND THIS HAS
BEEN RECORDED. I'M TOLD. SO
YOU'LL BE ABLE TO WATCH THIS
LATER ON VIDEO CAST.
.