Improving the Client Experience with British Sign Language

Date published: 28th March 2017

CARF has recently launched a pilot improving access to our advisers from those individuals who are deaf and users of British Sign Language.

CARF has used a textphone service in recent years but in order to improve our offering a new contact service whereby deaf individuals can access online interpreting support has been introduced.

Simply by clicking on a link in our “Call CARF” section deaf clients can access an online interpreter who will then relay the information to CARF’s Telephone Advice Unit.  The introduction of this service now means that deaf individuals can receive accurate advice over the phone rather than waiting for face-to-face advice in our frontline offices.

A similar system is used by Police Scotland and NHS 24 and CARF’s Advice Services Manager, Myrian Lazo, is delighted with its introduction. “This pilot is another example of our Frontline service increasing its offering to ensure the best possible client experience for all members of our community.  Alongside the recent introduction of triage in Cowdenbeath and Leven we continue to work hard to reduce waiting times and improve client experience”.

For those requiring access to the new service please click on the link below or visit the Call CARF on our website.

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