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CONFLICTS BETWEEN
INTERPRETERS AND CONSUMERS:
WHEN YOU’VE TRIED EVERYTHING
RID National Conference August 9, 2013
David Thacker Bowell, Deaf Consumer of Interpreting Services, RID Supporting Member
Matthew O’Hara, CI and CT, NAD IV, CAE
Pamela Whitney, CI and CT, SC:L
Presenters
ETHICAL PRACTICES SYSTEM (EPS)
The goal of the EPS is to
uphold the integrity of
ethical standards among
interpreters.
NAD-RID CODE OF PROFESSIONAL CONDUCT
(CPC)
1. Confidentiality
2. Professionalism
3. Conduct
4. Respect for Consumers
5. Respect for Colleagues
6. Ethical Business Practices
7. Professional Development
www.rid.org/ethics/code/
DO NO HARM
Ethical Intelligence
1. Do No Harm
2. Make Things
Better
3. Respect Others
4. Be Fair
5. Be Loving
Giving EI Criticism:
1. Find the Right Setting
2. Start with Something
Positive
3. Focus on the
Behavior, not the
Person
4. End on an Inspiring
Note
Responding with EI
1. Stop. Don’t react right
away.
2. Breathe deeply. Cool
down.
3. Look at the matter from
another point of view.
4. Ask, “what response is
likely to be effective?”
5. Get help if need be.
Impact
versus
Intent
GROUP ACTIVITY
Participants: Two interpreter colleagues
Shared problem: Both interpreters worked
together on an assignment and are also
Facebook “friends.” Following the assignment,
one interpreter posted: “I hope someone gets
an “A” on the test because I had no idea what I
was signing – Physics isn’t my thing.”
SCENARIO #1
Participants: One CDI and one hearing interpreter
Shared problem: Both are working together in a
lawyer's office with a Deaf client preparing for a
case. The lawyer keeps speaking directly to the
hearing interpreter, asking inappropriate questions.
The CDI can’t get a word/sign in edgewise and is
dismissed by the lawyer. The CDI becomes upset.
SCENARIO #2
Participants: One Deaf consumer and one hearing interpreter
Shared problem: The Deaf consumer is attending a political rally
where a candidate for office is a featured speaker. The interpreter is
situated on stage right and the podium is center stage. The Deaf
person wants the interpreter next to the speaker. Security prohibits
the interpreter from moving away from the assigned location. While
interpreting the Deaf consumer waves for the interpreter to move but
it isn't possible and there is not time to explain. The Deaf consumer
leaves in a huff.
SCENARIO #3
Helpful tips
• Before filing a complaint, consider addressing the issue
directly with the person with whom you find yourself in
conflict. Sometimes the "offending" individual has no idea
that he/she has been offensive and, given the opportunity,
might welcome the chance to make things right.
• Be clear that the issue at hand is about an identifiable
ethical violation and not matters of personality or personal
likes and dislikes - again, those would better be resolved
with direct and respectful communication
PRIOR to Submitting A Complaint
o * Try approaching the interpreter and sharing your
concerns.
o * Consider talking with his or her supervisor or the
person responsible for contracting or arranging the
interpreter to express your concerns.
o * If you have exhausted all avenues of conflict
resolution, you should examine the EPS Policy
Manual to see if RID has the authority to review
and process the complaint.
Formal
Complaint
Process
RID EPS’s Jurisdiction
Based on possible violation(s) of the
CPC
Related to interpreting services
Filed by a person with direct
knowledge
Filed against a member of RID
Filed within 90 days of the incident
Filing a Complaint
EPS Complaint Form
Detailed Narrative
English
ASL Video
Mediation
What Is Mediation?
Who are the
mediators?
The mediators are
members of RID and/or
the National Association
for the Deaf (NAD).
They are interpreters
and Deaf individuals
who have completed
professional mediation
training through RID.
They are knowledgeable
in ASL, Deaf culture and
the interpreting process.
Mediation is a collaborative problem-solving process that allows the person filing the complaint and the interpreter to discuss a shared conflict and mutually agree upon a resolution. The parties meet with one or two mediators who serve as neutral third parties to facilitate and guide the discussion. It is up to the parties to negotiate an agreement, if any. Mediation is the first step in the multi-level grievance system. It aims to increase the efficiency with which complaints can be handled as well as restore relationships.
Meet a Mediator
Pamela Whitney,
CI and CT, SC:L
Region I
“Through the process of mediation parties are often
able to see another's point of view and exchange
information and insight with one another that
contributes significantly to resolving the layers of
issues and conflict at hand. Unlike many mediation
services, the RID EPS allows parties considerable time
to progress through mediation and create solutions that
work for the parties while meeting their individual
needs.
The greatest benefit of mediation is that those involved
in the conflict are the same people who, with the
guidance of the mediator, become empowered to
resolve it. As a result, genuine and workable solutions
are created that allow people to move forward with an
improved understanding of one another as members of
a shared community.”
Meet a Mediator
“I personally believe in the system. Each “griever” should be given the opportunity to resolve the conflict.
I love the wonderful feelings everyone experiences when the conflicts are resolved [during mediation].
Within conflicts, oppression of the consumer appears to be a common theme, be it intentionally or not.”
Judith Gilliam,
RSC, CDI
Region II
Adjudication
What Is Adjudication?
Who are the adjudicators?
RID has appointed a group of adjudicators to serve as case reviewers. The adjudicators are all members of RID and/or NAD, are certified interpreters (deaf and hearing), are skilled in ethical decision-making and are knowledgeable in the field of interpreting and deafness. Adjudicators are given an orientation to the RID complaint structure and undergo training in the case review process.
Adjudication is a peer review process in which a selected panel of interpreters evaluates evidence of an alleged violation and determines whether a professional action was in violation of the NAD-RID Code of Professional Conduct. If it is determined that a violation did occur, the panel is further empowered to determine what sanctions should be imposed.
STATISTICS of the EPS
A Closer Look (2006 – 2012)
Overview Complaints
Received 161
Cases Accepted 63
Mediation
Sessions 39
Adjudications 16
Appeals 4
Rejected Complaints
Agency Related 9
Beyond 90 Days 11
Nonmember 13
Not Interpreting
Related 13
Incomplete information 37
Multiple Reasons 11
Complaint Withdrawn 4
Total 98
MEDIATION STATISTICS
Agreement 30 77%
Non-Agreement 6 15%
No Show, Cancel or
Withdrew 3 8%
Note: 76% of Mediations involving Deaf and Hearing parties
were mediated by a Deaf/Hearing mediator teams.
ADJUDICATION STATISTICS
Violation 5
No Violation 11
Appeal Upheld 4
Note: 88% of Adjudication panels are made of up of Deaf and
hearing interpreter panels.
CPC TENETS MOST CITED
TENET 2 PROFESSIONALISM
TENET 3 CONDUCT
TENET 4 RESPECT FOR
CONSUMERS
Q & A Time
Parting Thought
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