We are interpreters affected by the recently announced transition from Over-the-Phone Interpreting (OPI) to Video Remote Interpreting (VRI) involving Teleperformance and its affiliates. We respectfully request voluntary opt-in to VRI duties, proper compensation, adequate training, privacy, health and safety safeguards, technical and operational support, disclosure of relevant policies, and schedule adjustments. 

Voluntary opt-in to VRI duties:

While respecting the Company’s business needs and client requirements, we request that any transition to VRI be implemented through a voluntary opt-in process. Employees should not be assigned VRI calls unless they are willing, adequately trained, properly supported, and reasonably prepared to perform VRI duties.

For employees who voluntarily agree to perform VRI duties, we request the following:

Compensation: 

Employees who voluntarily agree to provide VRI services should receive a pay increase and/or other appropriate forms of compensation reflecting the substantive expansion of the role. As a point of reference, the Government of Canada’s Job Bank lists the national median hourly wage for interpreters at $33.95. This figure provides a reasonable benchmark for compensation when the role expands to include VRI duties across various industries.

Training: 

Given that employees typically receive several weeks of training for standard OPI work, and that VRI involves additional duties beyond OPI, employees should receive clear and comprehensive training as well as mentoring before being assigned VRI calls. This should include a demonstration of the full VRI process, opportunities to ask questions, practical guidance on privacy, safety, and professional presentation, as well as a gradual low-intensity transition period for VRI interpreters.

Privacy and Safety Protections: 

• Employees should receive written information from the Company regarding privacy policies and safeguarding measures applicable to VRI work, including but not limited to biometric data, electronic monitoring, video use, and technical support, in compliance with each province’s regulations.
• Employees should be given clear guidance on whether and when video is required during a session. Employees should also be allowed to keep their cameras off when the client’s camera is off, unless video is clearly required and justified by the nature of the specific task.
• Employees should have technical support in place to blur or mask the video when appropriate.
• Employees should be provided with clear protections and procedures for situations involving inappropriate or harmful conduct by other participants, including unauthorized recording, screenshots, image capture, verbal abuse, harassment, cyber abuse, or other safety concerns.
• Employees should be informed of the available tools, escalation procedures, intervention protocols, and support resources for unusual, stressful, or unsafe circumstances during VRI sessions.

Scheduling and Breaks: 

• Considering that VRI may involve additional visual, cognitive, emotional, and privacy-related demands, employees should be provided with reasonable schedule adjustments, including adequate breaks and recovery periods between calls.
• Employees should also be allowed to take appropriate recovery breaks after stressful and/or traumatic calls.
• Employees’ schedules should be arranged in accordance with the availability they have previously provided. Schedule changes should only be made with prior notice and communication, especially last-minute changes.
• Voluntary time-off requests should remain reasonably accessible, subject to operational needs.
• To account for the demanding nature of the role, employees should have a more streamlined procedure for requesting paid or unpaid time off, including timely processing of vacation days.

Bring Your Own Device (BYOD) Option:

• Employees should have the option to use Company-provided equipment or, where appropriate and approved, their own devices under a clear BYOD policy.
• Any BYOD arrangement should include clear rules on privacy, cybersecurity, technical requirements, reimbursement, liability, and support. 

This petition is intended to raise concerns about working conditions in good faith and does not disclose any confidential business information. 

We welcome all interpreters affected by this transition, as well as interpreters who may be affected by similar changes in the future, to support this petition.

Sign. Support. Care.