Video Relay Service – How VRS Works for Deaf Callers
Video relay service is a telecommunications tool that allows Deaf and hard-of-hearing individuals who use American Sign Language to make phone calls through a sign language interpreter via video. Unlike text-based TTY relay, video relay service preserves the full expressiveness of ASL, making phone conversations faster, more natural, and more accurate. Whether you are new to VRS or looking to understand it better, this guide covers everything you need to know.
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What Is Video Relay Service
Video relay service is a form of telecommunications relay that uses video technology to connect Deaf ASL users with hearing telephone users. The Deaf caller signs to a qualified ASL interpreter who appears on a video screen, and the interpreter voices the caller’s signs to the hearing party over a standard phone line. When the hearing party responds, the interpreter signs their spoken words back to the Deaf caller.
VRS was first introduced in the United States in the early 2000s and quickly became the preferred relay method for many Deaf individuals. The Federal Communications Commission regulates VRS providers and funds the service through the Telecommunications Relay Services Fund, which means VRS is free for users. There is no charge for VRS calls regardless of duration or destination.
The service is available 24 hours a day, seven days a week, and can be used for any type of phone call — personal, professional, medical, legal, or emergency. VRS has fundamentally changed how Deaf people interact with the telephone, transforming what was once a text-only, slow process into a real-time, linguistically rich experience that closely mirrors how hearing people use the phone.
Major VRS providers in the United States include Sorenson, ZVRS (by CSDVRS), Purple Communications, and Convo. Each provider offers free equipment, software, and a dedicated phone number to registered users. The choice of provider often comes down to interpreter quality, technology preferences, and community reputation among Deaf users who communicate regularly through VRS.
How VRS Calls Work Step by Step
Making a VRS call is straightforward once you have the equipment set up. You need a video-capable device such as a videophone, computer, tablet, or smartphone with a camera. You also need a broadband internet connection fast enough to support real-time video — at least 1.5 Mbps upload and download speed is recommended for clear video quality.
To place a call, open your VRS provider’s app or turn on your videophone. You will be connected to the next available interpreter. Provide the interpreter with the phone number you want to call and any relevant context, such as the nature of the call or specific terminology that might come up. The interpreter then dials the hearing party on a separate voice line.
When the hearing party answers, the interpreter introduces the call as a video relay call and asks them to speak naturally. As the hearing person talks, the interpreter signs their words to you on screen. When you respond in ASL, the interpreter voices your signs to the hearing party. The conversation flows back and forth in near-real-time, with only a brief interpretation delay.
Receiving VRS calls is equally simple. Your VRS provider assigns you a dedicated ten-digit phone number that hearing people can call directly. When someone dials your VRS number, the call routes through the VRS center, an interpreter connects, and the interpreter calls your video device. You see the interpreter on screen signing what the hearing caller says, and you sign your responses. For the hearing caller, the experience feels just like a regular phone call.
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Benefits of VRS Over TTY Relay
Video relay service offers several significant advantages over traditional TTY-based relay. The most important benefit is linguistic: VRS allows Deaf individuals to communicate in their natural language, ASL, rather than typing in English. For many Deaf people, ASL is their first and most fluent language, and communicating in ASL is faster, more comfortable, and more expressive than typing on a TTY.
Speed is another major advantage. TTY relay calls operate at typing speed, which is substantially slower than spoken conversation. A VRS call, by contrast, moves at near-conversation speed because ASL and spoken English can be interpreted in real time without the bottleneck of typing. Calls that might take fifteen minutes through TTY relay can often be completed in five to seven minutes through VRS.
VRS also preserves the paralinguistic features that make communication rich and nuanced. Facial expressions, body language, tone of voice (conveyed through the interpreter), and emotional context all come through in a VRS call. These elements are lost in text-based TTY communication, where everything is reduced to typed words on a screen. Being able to express emotion and nuance makes VRS conversations more meaningful.
For hearing callers, VRS is also a better experience. Instead of waiting for typed messages to appear one character at a time, the hearing party has a normal-sounding voice conversation with the interpreter. Many hearing people do not even realize they are speaking with a Deaf person through an interpreter, which normalizes the interaction and reduces the stigma or awkwardness that some hearing callers feel during TTY relay calls.
Getting Started with Video Relay Service
Getting set up with video relay service requires three things: a VRS provider account, compatible equipment, and a broadband internet connection. Registration with a VRS provider is free and can usually be completed online. You will need to provide identification and verify that you are Deaf or hard of hearing, as VRS is funded specifically for this population.
Most VRS providers offer free equipment as part of their service. This may include a dedicated videophone — a device specifically designed for video calls with a large screen and camera — or a software application that runs on your computer, tablet, or smartphone. Sorenson, for example, offers the ntouch videophone and the Sorenson Video Center app. ZVRS provides the Z5 videophone and mobile apps for iOS and Android.
Once your account is active and your equipment is set up, you receive a dedicated ten-digit phone number. This number becomes your VRS phone number — the number that hearing people use to reach you. You can port an existing phone number to your VRS provider or receive a new number with a local area code. Having your own VRS number means you can give out a single contact number for both Deaf and hearing callers.
Internet quality is critical for VRS. A slow or unreliable connection causes video to freeze, pixelate, or lag, making it difficult or impossible for the interpreter to understand your signs. If your home internet is not fast enough, check with your VRS provider about options — some providers offer technical support to help optimize your connection for video calls. Learning to practice clear signing on camera also helps interpreters work more effectively.
VRS Etiquette and Tips
Using VRS effectively involves understanding some etiquette and best practices that make calls smoother for everyone involved. Position your camera so that your signing space is clearly visible — from about waist level to above your head. Good lighting on your face and hands helps the interpreter see your signs and facial expressions clearly.
Before the call, prepare any relevant information such as account numbers, addresses, or specific terminology that might come up. You can share this context with the interpreter before the call is connected, which helps them interpret more accurately and reduces misunderstandings during the conversation.
During the call, sign at a natural pace and use clear, well-formed signs. If the interpreter asks you to repeat something, slow down slightly and repeat your signs. If you do not understand the interpreter, ask for clarification — just as you would in any face-to-face interpreted interaction. Effective communication is a collaboration between you and the interpreter.
For hearing callers receiving VRS calls, remember to speak at a normal pace and address the Deaf person directly, not the interpreter. Say “How are you today?” rather than “Tell them I want to know how they are.” The interpreter is a communication facilitator, not a participant in the conversation. Treat the call as you would any other business or personal call.
If you have a preference for a specific interpreter or interpreter gender, some VRS providers allow you to make these requests, though availability may vary. For sensitive calls — medical, legal, or financial — you can request an interpreter with relevant specialized vocabulary. All VRS interpreters are bound by a code of ethics that includes strict confidentiality, ensuring your calls remain private regardless of the subject matter.
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