Many of the social, welfare and health services provided by the municipality involve in-person interactions and the exchange of confidential information. As a result of the COVID-19 pandemic outbreak, the county faced a variety of challenges in continuing to provide these services in a virtual setting. The county needed to pair with a language service provider that could quickly and accurately interpret information for individuals with hearing impairments or limited English proficiencies without the ability to converse in-person.
Due to the sensitive nature of the interactions, the county wanted virtual interpretation support that could emulate the face-to-face interaction experience. To achieve this level of personal connection, they wanted to incorporate both over-the-phone interpretation (OPI) as well as video remote interpretation (VRI).