Deaf users campaign for video relay service

After a decade of having their needs neglected by telecoms providers, leaders of the UK's deaf community have written an open letter published in today's Times newspaper writes Jack Schofield for ZEDNET (11/05/12). 


They are campaigning for a universally-accessible video relay service of the sort that the Americans have operated successfully for the past 10 years. This would enable British Sign Language users to make and receive calls at any time, with no pre-booking, and at no additional cost over a normal phone contract.


The revised EU Electronic Communications Framework, rubber stamped by UK Government, sets out a legal requirement to ensure that disabled end-users enjoy access to telecommunications that are functionally equivalent to those enjoyed by other end-users. 


Unfortunately, the UK government appears to have done nothing substantial to meet this requirement for deaf users, simply handing off the problem to telecoms suppliers such as BT, O2, Vodafone, Three, Talk Talk, Virgin Media, Everything Everywhere and BSkyB.


The deaf organisations say they talked to communications minister Ed Vaizey, and that in November, he "repeatedly called on the telecommunications industry to work with the deaf community to find solutions which meet their communications needs". 


In their letter to The Times, they tell the telecoms providers: "You have failed to meet with us in open forum in response to the Minister’s request and your silence has been deeply disappointing," and that "Positive action by the industry is long overdue. You are delaying the introduction of modern relay services, and exacerbating the isolation and disadvantage which is faced by deaf people who are denied equal access to telecommunications."


The UK does have an experimental video relay service (VRS) called MyFriend, but it requires pre-booking of calls. However, this is a pilot project run from the University of Bristol with the financial backing of the EU. It may well close this summer when the EU funding runs out, and it seems extremely unlikely that the UK government would, if asked, stump up the trivial amount of money required to establish as a permanent service. 


In parliament, Vaizey said, as an aside: "I have been struck by the lack of engagement from business and telecoms companies, which is unbelievably frustrating. In that respect, we would, for example, like to have video technology that enables deaf people to use sign language, and I have told all the telecoms operators, 'Please come to me with a cost-effective solution,' but they have not done that. Eventually, of course, I will have to regulate through Ofcom to make them do that, but it would be so much simpler if they came to me and did it." (17 Jan 2012 : Column 245WH)


The organisations backing the campaign include the UK Council on Deafness, TAG (Telecommunications Action Group), the British Deaf Association, the National Deaf Children’s Society, Sense, the National Association of Deafened People, and the Royal Association for Deaf People, as well as companies and individuals.


This week is Deaf Awareness Week in the UK, and it continues until Sunday, 13 May.

Serve deaf clients better 'or face claims'

Law firms could face unlimited discrimination claims from deaf and hard of hearing people if they continue failing to make ‘reasonable adjustments’, consumer watchdogs have warned writes Johnathan Rayner for the Law Gazette (18/04/12).

They claim that many deaf clients feel they have to ‘win a battle with their own advisers’ before they can succeed in a legal action, blaming firms’ ‘lack of preparation and consideration’ and failure to take into account their special needs. This slowness to engage with deaf clients prompted some 1,380 complaints and enquiries to the Royal Association for Deaf People (RAD) law centre between August 2007 and September 2011, with a further 429 received in the first seven months of 2011-2012.

Most queries related to employment and welfare benefits, and to ­discrimination in the provision of goods and services. Britain has over 10 million people who are deaf or hard of hearing.

Mounting concerns over discrimination have led to the announcement within the last month of two initiatives to improve ‘deaf awareness’.

According to Legal Choices, Silent Process, published by the Solicitors Regulation Authority, the Legal Services Consumer Panel and Action on Hearing Loss, deaf clients often find that legal materials are not adapted for their needs and there are barriers to communication, such as badly maintained loop systems and poorly lit rooms. Firms often fail to provide sign language interpreters when requested, and there is confusion over who should pay for them, the report says.

The SRA says it will be issuing best-practice guidelines to address these issues, including online ‘deaf awareness’ training covering interpreting services, how the law applies, and different ways of communicating with deaf people. Case law and legal principles will be illustrated with videos, along with ­common points of law and its vocabulary.

RAD law centre head Rob Wilks told the Gazette that RAD is also to launch an initiative to ‘educate the legal profession as to the needs of the deaf community’. He said: ‘In addition to CPD-accredited training and workshops, we will be establishing a charter to which law firms committed to providing a service to deaf people can aspire to sign up to. It is intended that this will become the definitive UK benchmark for law firms and other providers to deaf people.’

Deaf & hard of hearing callers will be able to text message 911

Trial program will open emergency services to hearing or speech impaired writes Gillian Shaw for the Vancouver Sun (17/02/12).

When James Henderson called 911 he was desperate to get help for his wife Nancy, who was choking. But Henderson is deaf and when he wasn’t able to communicate the details of the emergency on the call, it took more than 40 minutes for help to arrive.

The incident had a happy ending when the pill that had blocked Nancy’s throat dislodged and she was able to recover on her own. But it underscored the difficulties that people who are deaf, hard of hearing or have a speech impairment face when they are trying to reach 911.

It helped to spur the launch of a three-month trial announced Thursday that will allow people who can’t communicate with 911 operators over voice calls to text from their cellphones instead.

The trial, announced by the Canadian Radio-television and Telecommunications Commission, involves participants in Vancouver, Toronto, Montreal and the Peel Region. It’s aimed at testing the system and gathering data for a report on the feasibility of rolling out the program nationwide.

“It’s a huge safety issue for someone to be able to get hold of 911 services in a timely manner,” said Mandy Conlon, provincial accessibility coordinator for the Canadian Hearing Society’s 911 improvement project. “There are definitely people who have not been able to get a timely answer to their 911 calls specifically because of this issue, they don’t have access to 911 the way a hearing person does.”

Conlon said in the case of the Hendersons, who live in Brantford, Ont. and are both deaf, the husband left the phone off the hook and went to help his wife, believing that his call would result in emergency services being dispatched immediately.

However, with 911 call centres getting misdialled through pocket and prank calls, people who are deaf or can’t communicate with the operator for another reason aren’t able to rely on simply leaving the phone off the hook to get emergency services to their door.
The trial, in which registered participants will make test texts to 911 is expected to have at least 120 participants, about 40 in each region, said Conlon. She said the technology works with newer-model cellphones, regardless of whether they are Android, Apple or some other operating system.

Telus, which provides the back-end technology for 911 services in British Columbia and Alberta and works with E-Comm in Vancouver, is participating in the trial through its 911 work and as a wireless carrier.

Telus spokesman Shawn Hall said this is the first time texts will be able to be combined with voice calls to 911 operators. The 911 system already helps operators locate people who are calling from cellphones, relying on either GPS or the triangulation of cellphone towers.
“What this texting service does is it essentially bolts that location technology onto text messaging functionality so someone who is deaf, or who has a speech impairment and can’t talk to the 911 operator, can text the relevant information,” said Hall.

“It’s important that it works this way because it combines the powerful aspects of a voice call, particularly that location functionality with texting, and if you are unable to speak, you will be able to text information — such as ‘there’s a fire,’ ‘my spouse has had a heart attack.’
“This will help bring the best possible 911 services to someone who is deaf or who has a speech disability.”

Access to music venues for deaf and disabled people

Matthew Hancock MP calls on the government to do all it can to break down the barriers that make live music inaccessible to all writes Matthew Hancock for Politics Home (17/01/12).

For most people, watching live music is a thrill, a joy, and a great way to escape from the day to day. For some it’s a passion. For many disabled people, live music can be all the more important. But it's also that much harder to access.

In the recent past, a new generation of music venues have shown that creative, thoughtful disabled access to venues not only helps the lives of those with disabilities, but is good business too. Research shows that disabled attendance is rising sharply - this is a growth market.

But not all venues are up to scratch. I know well, from personal experience of taking a disabled friend to the theatre and gigs, what a difference is made by putting some thought into access.

It's not just about wheelchair access, but loos and hearing aid loops.

I am the patron of Attitude is Everything - a charity that exists to improve access for disabled music-lovers to see the bands they love. At the end of last year, they released the first comprehensive report into the state of access to Britain's live venues.

The report used the findings of 100 deaf and disabled ‘mystery shoppers’ who visited venues across the country and rated them on their accessibility. Their findings form the basis of their proposals:

First to improve enforcement of existing rules that say that reasonable steps should be taken to improve access, by making access a condition of license.

But perhaps more important, to promote best practice, and sign venues up to the Attitude is Everything Charter that is used by some of the top venues and festivals like Glastonbury and Latitude in Suffolk.

Most of us can enjoy live music just by turning up. We must do what we can to break down the barriers that make live music inaccessible to all.

Matthew Hancock had been Conservative MP for West Suffolk since 2010.

New films released to help deaf people in area

A NEW series of short films have been produced to break down communication barriers and improve access to information about mental health services for deaf people reports the Doncaster Free Press (08/01/12).

The Rotherham Doncaster and South Humber NHS Foundation Trust (RDaSH) South Yorkshire has made four short films for deaf British Sign Language (BSL) users.

Presented using sign language and with subtitles, the films provide mental health information for professionals, service users and carers.

They also feature information about the Care Programme Approach (CPA) and how to access mental health services.

THe films are available to view via a link on the RDaSH website, and are also in DVD format from the RDaSH service for deaf people with mental health needs.

RDaSH specialist mental health lead for the deaf Rebecca Walls said: ”The average reading age of a deaf person is nine.

“This is because BSL is different linguistically and structurally to English.

“BSL is not a written language so English is a second language to BSL users.

“This may provide a barrier to services, as the majority of information and communication is via written means.”

Edinburgh MP tables early day motion in support of access for deaf and hard of hearing

The Edinburgh West MP praised the online interpreting service, which is available throughout the UK for deaf British Sign Language (BSL) users reports STV Edinburgh (01/11/11).

Deaf Action was delighted with the support in promoting the use of SignVideo. Striving for equality of access and opportunity has always been central to Deaf Action, including access to elected officials.

Mr Crockart recently became the first elected member in the UK to make SignVideo available at his constituency office in Edinburgh, and in an early day motion he has called for other MPs to do likewise. Mr Crockart is also pushing for the Government to ensure that all public information and services are accessible to everyone suffering from hearing loss.

Mr Crockart said: “As parliamentarians, we are here to represent all of our constituents in the political process. However, nine million people in the UK are being disenfranchised by the fact that they face great difficulties in accessing the information they need.

“All MPs should be working with Deaf Action and other organisations to ensure that each and every one of their constituents is able to clearly and easily understand information in their constituency offices.

“I am delighted that Deaf Action will be pioneering this new online interpreting service throughout Scotland, and to do my bit to improve information access for my constituents who suffer from hearing loss.”

Liz Scott Gibson, chief executive of Deaf Action, added: “With Mr Crockart’s early day motion we hope to encourage more MPs to think about accessibility in their constituency.
“Introducing a service such as SignVideo is a simple and cost effective way to enhance inclusion. We call on more MPs to follow Mr Crockart’s lead by signing the early day motion and making their constituency offices more welcoming to deaf people.”

Warning over disability living allowance shake-up

Ministers must "learn the lessons" of past welfare changes or risk their proposed shake-up of disability support leaving many in poverty, it is claimed.

Plans to replace the disability living allowance (DLA) could lead to 85% of claimants cutting back on basics like food and transport, a charity warned. The Papworth Trust said there was also anxiety over the reassessment process reports the BBC (31/08/11).

The government says DLA is complex, inconsistent and that changes are "overdue", but stresses cash payments will remain.

The coalition is planning to replace the allowance, introduced in 1992 to help disabled people cope with the extra costs they face in their daily lives, with a new benefit called Personal Independence Payment.

Disability Living Allowance is paid to 3.2 million people

Mobility concern

All 3.2 million people receiving DLA at the moment, both those in work and out, will be reassessed.

It is expected mobility allowances for those in care homes and the care component of the allowance paid to 650,000 people will be ended, while most recipients will receive fixed-term rather than indefinite payments in future.

Disability rights campaigners are seeking a judicial review of the proposals, part of the government's welfare reform bill, saying ministers have not properly assessed their negative impact.

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The Papworth Trust said it had spoken to 2,000 people likely to be affected and that eight out of ten believed they would have less to spend on basic items like food, fuel and transport as a result.

Although the government is still consulting on its plans, the charity said the changes risked leaving already vulnerable people "further disadvantaged" - threatening their mobility and peace of mind.

"Disabled people's daily costs are typically 25% higher than those of non-disabled people," its chief executive Adrian Bagg said.

"For example, not all public transport is accessible. This means some people have to use accessible taxis to be able to leave their home, which cost significantly more than non-accessible taxis."

The charity said it accepted that all sections of society were facing cutbacks, but that a 20% reduction in spending on PLP, compared to DLA, would leave very few recipients unaffected.

Campaigners are also urging ministers to take on board problems experienced in their shake-up of incapacity benefit when it comes to assessing people's eligibility for the new benefit.

'Keeping pace'

Fitness-for work tests for those on incapacity benefit - known as the work capability assessment - have been heavily criticised for failing to differentiate between those with different conditions, and for not preparing claimants for the ordeal.

Mr Bagg said DLA claimants - particularly those with mental health problems - were "particularly anxious" about the reassessment process and how it would be conducted.

"We urge the government to learn the lessons of the work capability assessment and ensure that if they make this change, the assessment will be fair and the implications clearly explained."

Ministers say DLA has essentially remained the same for 20 years and has failed to "keep pace" with the ever-growing role played by disabled people in society and their rising aspirations.

While remaining a non means-tested cash payment, ministers say PLP will be simpler to apply for and administer and focused on helping fulfil people's desire to live independent lives.

Responding to a public consultation earlier this year, Minister for Disabled People Maria Miller said change was "long overdue" and PLP would be a "truly personalised benefit that evolves over time".

The government says spending on DLA has risen by 30% in the past eight years and, even after the changes, projected spending in 2015-2016 would be equivalent to levels in 2009-2010.

The lawyers trying to give deaf people a hearing

Ten million people have a hearing problem but legal aid cuts will make woeful provision of legal services worse, finds Neil Rose (Guardian 11/08/11).

The legal system is not geared to handle the need of deaf people. Photograph: Christian Sinibaldi
You don't have to look very far to find stories about deaf people who have been let down by lawyers and the legal system. There's Funmi, a deaf Nigerian who has lived in the UK since 1987 but whose solicitor did not make her citizenship application correctly; David, a self-employed man whose solicitor did not fight his corner over benefits he was entitled to for being wholly reliant on his hearing mother to communicate with clients; and John, whose union solicitor did a bad job of his disability discrimination case against a well-known financial institution. All of these people eventually turned to RAD Legal Services, part of the Royal Association for Deaf People and the country's only dedicated legal resource for the deaf. Why are there not more, especially because – with nearly 10 million people suffering some sort of hearing problem – it is potentially a huge market to serve? Its head, solicitor Rob Wilks, is not certain. "It could be because deafness is a 'hidden' disability," he says. There are small signs of this changing. Blackburn law firm Joseph Frasier will next week launch a campaign to provide legal services for deaf people under the headline: "Representing your right to be heard." Claiming to be the first private law firm dedicated to deaf and hard of hearing people, founder Saimina Virmani says it is the culmination of 18 months of preparation; the campaign was inspired by deaf staff working in the building where the firm is situated (which belongs to the East Lancashire Deaf Society) and by her experience of acting for a deaf client. She has also come across "terrible" stories of solicitors denying deaf people access to interpreters and simply not understanding the different ways they need to communicate with deaf people, such as in the way they write letters. The firm's fee-earners, none of whom are deaf, are being taught British Sign Language (BSL) and it is adapting its communication channels. "The last few months have been a journey for us and we have loved learning about deaf culture," Virmani says. "The deaf community is very tightly knit and although we see people who are deaf as being on the outside of our world, the tables have now completely turned and we are on the outside. As legal professionals we are trained to use the power of our advocacy and voice but in working with deaf/hard of hearing clients, this has essentially been taken away from us." The legal system, it appears, is simply not geared to the needs of deaf people – Rob Wilks says deaf people who use BSL as a first language often have poor literacy levels (the average reading age for deaf school leavers is 8-9 years). "This means that they cannot understand information leaflets and correspondence, or access telephone helplines using a textphone," he says. A report in 2009 by the Equality and Human Rights Commission found that the advice system of CABs, law societies, union sources and private firms of solicitors "are often still inaccessible to profoundly deaf customers" though the Disability Discrimination Act has been on the statute books since 1995. Now the Equality Act 2010, it requires service providers to make adjustments to ensure that a disabled person can use a service as close as it is reasonably possible to the standard usually offered to non-disabled people. This is not happening across the legal system, both in most law firms and in the courts. Part of the problem, Wilks says, is the "chronic shortage" of interpreters, but it is just plain neglect as well. One of Virmani's projects has been to build a network of law firms (now numbering nearly 50) around the country that have committed to become deaf-aware and will be able to help deaf people in their area if face-to-face help is required. The association began an advice service in 2000, transforming into RAD Legal Services in July 2007, when Wilks, who has been deaf since birth, qualified as a solicitor and the £500,000 Big Lottery Fund deaf minority advice project commenced. Over the past four years, RAD has handled nearly 1,500 cases, with employment, welfare benefits, discrimination and housing the most in-demand areas of law. It has a contract (until March 2012) from the Equality and Human Rights Commission to provide discrimination advice to deaf and hard of hearing people throughout England, Wales and Scotland. Plans for the first deaf law centre are also well underway. And there is further hope that the legal needs of deaf people will be understood. The legal services consumer panel has confirmed that the first of a series of studies into how specific groups of consumers (particularly disadvantaged ones) experience legal services will be in partnership with Action on Hearing Loss (formerly RNID). Emma Harrison, a member of the panel and head of public engagement at Action on Hearing Loss, says the study has come out of work the charity has been doing to improve access to the courts and hopes to highlight the pockets of best practice that exist in the legal profession. But the prospect of the legal aid cuts could worsen the situation for the deaf community, Wilks says. Aside from simply not being able to afford legal advice, law firms or other legal advice providers that have legal aid franchises will no longer be able to rely on legal aid to claim the costs of interpreters as a disbursement. "This means the number of providers willing to provide legal advice to deaf people is likely to decline." Given the low base from which this is starting, it is a woeful prospect.