Situation
Our client is a global technology leader specializing in computer software, cloud computing, and a wide range of online services. A strong commitment to inclusivity and accessibility is central to its organizational culture.
Our solutions support an inclusive workplace where all employees can fully participate, regardless of hearing ability.
To further support its deaf employees, the company wanted to improve communications between its American Sign Language (ASL) Interpreter team and the deaf community within the organization. Additionally, it wanted to engage a dedicated partner to manage the interpreter team.
Action
We implemented managed services to lead and supervise the ASL interpreter team. Using a phased approach, we transitioned the interpreter team to a contractor-based model ensuring, scalability and flexibility.
To deliver a more personalized and proactive experience for deaf employees, we followed the white-glove support model. Key performance indicators (KPIs) tracked responsiveness to requests for consistent and measurable service quality.
Our team also took ownership of critical operational functions, including recruiting, onboarding, and payroll/invoice management. We optimized interpreter scheduling, tracked employee preferences, and managed SLA reporting and service data collection for smooth operations.
With these systems in place, ASL operations can scale across more locations and support other interpretation modalities, such as Communication Access Realtime Translation (CART). The employee accommodation team has more time to focus on strategic initiatives to improve the employee experience.
Our solutions have championed a more inclusive workplace where all employees can fully participate, regardless of hearing ability. Looking ahead, we’ll introduce automation and AI-driven enhancements to further increase efficiency and impact.
Results
- Deaf and hard-of-hearing employees have equal access to company information and services.
- Improved job satisfaction and loyalty through real-time, accurate communication.
- Enhanced communications during meetings, training sessions, and daily interactions.
- Our solution is fully compliant with the Americans with Disabilities Act (ADA).
Communications were improved during meetings, training, and daily interactions.
KPIs tracked team responsiveness to requests for measuring service quality.
Optimized scheduling and tracking employee preferences led to smooth operations.
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20+
Deaf employees, interviewees and interns -
-
15+
Hours saved per week via streamlined operation model -
-
90%
CSAT rating from deaf employees using service