Supporting Members with Hearing Impairment

This guide outlines the protocols for supporting members who are Deaf or Hard of Hearing (D/HH). It covers appropriate terminology, platform accessibility features (captions and scripts), and the specific workflows for arranging American Sign Language (ASL) interpretation via Google Meet. It also includes the required macro and routing steps for handling ASL requests.

Context & Terminology

Member Services will occasionally receive inquiries from members who are Deaf or Hard of Hearing (D/HH), or from interpreters calling on their behalf.

Note on Terminology: While "hearing impaired" is common, many individuals prefer "Deaf" or "Hard of Hearing" (D/HH). The term "impaired" can imply a deficit, whereas D/HH is viewed as more positive. Always use D/HH or the member's preferred terminology.

Platform Accessibility Features

Members can enroll through standard onboarding. Agents should be aware of these accessible features:

• Video Content: Over 270 videos are captioned.

• Scripts: Product teams are adding written scripts to video cards as an alternative to watching.

• Closed Captions: Members can enable subtitles on content cards. (Refer members to the article: How to use the Subtitle button).

Internal Workflow: Handling ASL Requests

Since the Vida platform video tool does not support 3-way calling (Member + Coach + Interpreter), special handling is required for consultations.

1. Chat-Based Coaching If the member prefers, they can conduct chat-only consultations directly with their coach. The member should mention this preference in their initial chat.

2. ASL Interpretation (Video) If the member requests American Sign Language (ASL) support for video calls, we must arrange a 3-Way Google Meet outside of the Dash.

Agent Action Steps:

1. Identify: Recognize the request for ASL or D/HH support.

2. Apply Macro: Use the [ASL American Sign Language Support] macro (text below).

3. Route Ticket: The usage of this macro signals Leadership/PSG. Ensure the ticket is routed to PSG (Prescribing Support Group) for high-touch handling.

4. Scheduling: The PSG/High-Touch team will coordinate the Google Meet session with the interpreter.

Required Macro

Macro Name: [ASL American Sign Language Support] Usage: Send this immediately upon identifying an ASL request.

Subject: We’re here for you: ASL support at Vida

Hi Lynsey,

Thank you for reaching out! We wanted to take a moment to let you know that we proudly provide support for our American Sign Language (ASL) members. Inclusivity is a core value here, and we want to ensure your experience with us is as seamless as possible. Whether you prefer communicating via video relay, chat, or specialized support channels, we are ready to assist you in the way that works best for you. Please let us know if there is anything specific we can do to support you today!

Best regards,

Policy Reminders

• Interpreters on the Phone: If an interpreter calls on behalf of a member, follow standard verification and support workflows. Treat the call as you would any other interaction.

• Legal Obligation: Vida Health is legally required to provide interpretation services. Never deny a request for ASL; follow the escalation path above to ensure it is fulfilled.