Snappy Interview with SnapVRS

Interview with Allison Polk, Marketing Communications Manager of Snap Telecommunications, Inc. 

1) How did Snap!VRS get started?
Snap Telecommunications, Inc. is a CLEC (Competitive Local Exchange Carrier) that was acquired by a privately-held technology company whose mission is to improve the lives of people with disabilities through new technologies and services.  Snap!VRS received FCC certification for VRS in 2006 and launched the VRS offering in 2007.

2) Does Snap!VRS own Viable?
No. Viable is still up and running. Snap!VRS basically provides operational support for Viable. Snap!VRS wants to ensure that Viable customers can continue using VRS with their VPAD's with confidence.

3) Is Snap!VRS Deaf-owned? How many Deaf employees are working for the company and what percentage do they make up of your workforce?
(See above answer – Snap!VRS was begun by a technology company.)  We have a good number of deaf employees working in strategic positions.

4) Is Viable Deaf-owned? How many Deaf employees are working for the company and what percentage do they make up of your workforce?
Viable was founded by a deaf man, John Yeh, and for the first several years of its existence, the majority of its leadership was also deaf. Now it is run operated by Snap!VRS. Of the current employees working for Viable, excluding the Video interpreters, more than half of the staff is deaf.

5) What are the products you currently provide for free?
Snap!VRS provides both OJO models (PVP-900 and PVP-1000) for free to Deaf and Hard of Hearing individuals. The biggest difference between both models is with PVP-1000, you can pick the remote control off the videophone and talk on it. The benefit of the two models is that it provides options, especially for those who want to make VCO calls.

Additionally, we have the VPAD and VPAD+.  VPAD's have a large touch screen built-in, which means there is no need for a TV. I’ve always thought that was pretty cool. There are a bunch of other neat features, like the built-in flasher and Video Mail.  Furthermore, the difference between VPAD and VPAD+ is VPAD+ has wireless capabilities. That means you can access  our VRS services at a coffee shop, hotel, or any other place that offers wifi.

We do give deaf customers a VPAD at no cost.  If any deaf customers read your blog and are interested in the VPAD, please contact Customer Service (e-mail help@viable.net or call help.viablevrs.tv from any videophone).  With the support of Snap’s nationwide field service team, we’ll be able to set you up.

6) Can a Hearing customer purchase VPAD and the VPAD+?
No.  Our priority right now is to our deaf customers.  Because the VPADs are in such high demand, we want to make sure our customers have the VRS access they need.

7) May I ask why is there a subscription fee for Hearing people?
This is no longer true. Feel free to refer to the comment (Snap OJO) I left on your Snap blog for an answer to this one.

8) If a Deaf customer wants to make any kind of feedback including comments about your interpreters, how can they contact you?
Each interpreter discloses their ID # at the beginning and the end of every VRS call. If you want to provide any kind of feedback, about an interpreter or any other part of your call, you can contact our Customer Service through either the website (http://snapvrs.com/contact/information/) or videophone (from an Ojo, dial 711-SNAP (7627) or from any other phone: 866-WHY-SNAP (866-949-7627 or ask.snapvrs.com.) Customer Service can also be reached by e-mailing: info@snapvrs.com or Instant Message: AskSnap (AIM, Yahoo!, MSN).
We do take customer feedback seriously.  The specificity of the information determines our approach.  We always coach our employees when we have the opportunity.

9) For the Deaf community's peace of mind, are the interpreters certified? Are they pre-screened?
We have a  very specific and thorough hiring process that helps us establish a specific level of quality in skill before we train.  Our training is very thorough and entails a number of classroom and hands-on time with support from seasoned Snap!VRS Video Interpreters.  We do conduct a Quality Assurance program regularly. Currently, all interpreters are certified and SNAP!VRS are always constantly reviewing the interpreters' performance. Training and workshops are provided on a constant basis. We have a mentorship program where interpreters mentor other interpreters. Also we have call managers that provide on site support for interpreters.

10) What are the biggest challenges facing your company and also for the VRS industry?
The biggest challenges facing the VRS industry is to receive the capacity and support from the FCC to continue to grow to provide relay customers with better technologies and VRS to bring us closer to the ADA's mandate for functional equivalency in telecommunications, and at same time, allow us to reach out and provide services to those who are not yet fully experience their right to relay services - for example, those who are deaf blind, those who live in rural areas, those who are low income and cannot afford internet, those with limited English proficiency and require deaf interpreters, and those who have minimal signing skills and need simultaneous captions for their video interpreting - which they are entitled to under the ADA. Unfortunately the bad acts of a few in our industry has shifted the focus from the ADA to decreasing the amount paid out from the TRS Fund. As a result, millions of dollars have been withheld and still have not been paid for VRS calls while they are being reviewed in some unknown process with unknown timelines. The lack of a stable and predictable compensation process has caused a chilling effect in the industry, and in some cases, customers who would like to make calls are being declined service based on the fear that the provider will not be compensated for the call. Recent FCC decisions - such as their Order that VRS employees' VRS calls are not compensable - seem more focused on the issue of the TRS Fund rather than individuals' ADA rights. We must get back on track in the ADA being our guiding principle.

11) Who do you wish knew about your services that currently are not aware of what you provide?
I wish people would try and see how cool the VPADs are. You can receive video mails on your VPAD / VPAD+ anywhere and anytime. Also, I wish everyone would take advantage of all the different choices that we offer. We have our field help representatives all over the country and they are ready to help customers anytime.

I want to thank Ms. Polk for taking the time to do the interview with me. It certainly has been an enlightening experience. It is nice to know Deaf people still have jobs working for Viable or Snap!VRS. Thank you again.

Updated: A new video is made. Check it out on http://www.snapvrs.com/