Barclays listen to deaf customers

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Deaf customers for Barclays?

On Friday 7th June 2013, I was sitting inside Barclays Bank’s local branch staring at my mobile phone.  It was ringing.    The call was from a person at Barclaycard’s Fraud Detection team, who had insisted on speaking to me on my mobile phone.  I swiped ‘Answer’ then asked my son Richard, who was sitting next to me, “What on earth am I supposed to do now?”

Barclays Bank’s Personal Banker, who was sitting opposite us, looked extremely embarrassed and shrugged.  I spoke into my mobile “Hello, I am Jill Hipson, I can’t hear you” and asked her what to do next.  She shrugged again.  I handed the phone to Richard.  He listened to the Fraud Detection officer on the phone and said “He says he can’t understand you”.

Earlier that week, I had tried to use my Barclaycard to buy a new mobile phone from O2.  The transaction failed because O2 had input incorrect information regarding my postcode.  After trying the transaction twice, I gave up and tried my husband’s credit card.   It didn’t work either, but the nice people at his credit card company rang him up to check the transaction.   Unaware to me, Barclaycard blocked my card without any communication. The first I knew that my card had been blocked was when it was declined in the local garden centre.

I went home and tried to log into my Barclaycard account only to find I was blocked from using Internet Banking. I tried to phone Barclaycard using Text Relay but couldn’t get an operator.  This is a scenario not unfamiliar to many frustrated users of the service.  There was nothing for it to go and talk to the personal banker in Barclays, so I asked Richard to come along and help me with communication.  And that is how Richard and I found ourselves facing the unfortunate personal banker across a desk while I was asked to do something which is so common and taken for granted by hearing people that they do it many times every day without a second thought, but which is physically impossible for me. In other words, answer my mobile phone and speak to the person on the other end.

The first letter to Barclaycard

On 8th June I wrote a letter of complaint to Barclaycard which explained what had happened.  I told them that I was completely deaf and that my speech is not understood by hearing people, so that it had been impossible for me to answer the call from Barclaycard Fraud Department.  I copied the letter to The Times Troubleshooter Column, who had helped me before when I faced a similar scenario.  Troubleshooter must have copied the letter to their contact at Barclaycard because I got two replies – a fob-off from the complaints department, and a more helpful reply from a Senior Customer Relationship Manager at Barclaycard.  She stated that the way my case had been handled was completely unacceptable and that Barclaycard welcomed calls via Text Relay from its deaf customers.  She also apologised for the situation and awarded me £100 compensation.  Unfortunately this didn’t move matters forward as the situation could still arise again.

Thinking about the problem for deaf customers

This was actually the third time I had been caught out because I was unable to answer an incoming call from either Barclays or Barclaycard’s Fraud Departments trying to verify a transaction I was attempting to make.  My previous complaints had met the same response:  Barclays and Barclaycard welcome calls via Text Relay from its deaf customers.  It seemed that the banks over-relied on Text Relay, lacking awareness that the use of Text Relay would require a textphone plugged into a telephone socket.  Telephones and textphones are both fixed line equipment.  The Bank felt it was not necessary to provide any other form of access for deaf customers.  But this wasn’t the right answer.  Calls via Text Relay can not be made or answered using mobile handsets.  I had a long hard think about the situations I had been in.  I wrote another letter explaining that there is currently no hardware or software which enables a deaf person using a mobile phone to make and receive calls via Text Relay.

Des comes to the rescue

Des Masterson is part of the Facebook group “Spit the Dummy and Campaign for BSL Act” Campaign Team. I posted about my bank problem, complaining that the letter from the customer manager at Barclaycard didn’t move things forward.  Des contacted me via Facebook and offered me help with my second letter to Barclaycard.  A Facebook chat and an email exchange later, my one-page letter had grown into a 4-page sledgehammer of a missive with detailed references to the Equality Act 2010.  Des showed that Barclaycard had discriminated against me on three counts:

  1. Barclaycard Fraud Detection Team had not taken any steps to enable their services to be accessible for use by deaf customers. This is classified as a failure to make reasonable adjustment under the Equality Act 2010.
  2. Barclaycard Fraud Department use one-size-for-all practice by insisting on making telephone calls to my mobile phone and speaking to me, despite the fact that I am already known to the Bank to be profoundly deaf and the inability to hear calls and speak. This is classified as the indirect discrimination under the Equality Act 2010.
  3. Unaware to me, the Bank placed a block on my credit card until this came to a light when I used the credit card to make payments for my shopping and the transactions were declined.  The Bank put a block on my use of Internet Banking without making this clear to me until back at home, my attempts to gain access to my accounts online were denied.  The Bank’s failure to communicate with me in an accessible format unfortunately led me to face consequences due to my deafness.  This is classified as the discrimination arising from a disability under the Equality Act 2010.

On 27th June, that letter was sent to Barclaycard.  They replied advising that they appreciated that I am unable to have the use of Text Relay when I am away from home, and stated that the Fraud Detection Team should be able to communicate with deaf customers by text message when asking them to confirm whether transactions are genuine or not.  This new service will start in October 2013.

TCPhoneText and AUPIX

There is a service called TCPhoneText, run by a company called Aupix, which enables deaf people to make calls via Text Relay.  Calls may be made from a PC or from certain types of mobile phone (Android, iphone 4 & 5), but I have a Windows mobile.  I am aware of this however the use of Aupix would not have solved my banking problems for the following reasons:

  1. Aupix is not supported by mainstream telephone providers.
  2. Calls, including a call setup fee, via Aupix have to be paid for on top of charges levied by the mainstream telephone provider.  Aupix’s charge rates per minute is not competitive in the current telephone market and as a result the Aupix user would have to pay more for calls. Under the Equality Act 2010 the service provider has a legal duty to make reasonable adjustments without any costs to cost customers with disabilities. This does not mean the need in service providers to buy equipment/softwares for customers to have the personal use.
  3. To receive incoming calls via Aupix, it would be necessary for the computer to be switched on and Aupix be kept logged on, and to be in front of the computer for alerts in the visual format   of any incoming call.  In comparison with the use of mobiles, in which texts and emails would draw the person’s attention straight away regardless of the person’s circumstances, such as away from home.

Conclusions

  • Banks don’t understand deaf telecoms.
  • Banks over-rely on voice telephone calls via Text Relay which involve the use of ordinary telephones and textphones, both requiring fixed telephone lines.  They don’t understand that Text Relay does not work with mobile phones.
  • Banks genuinely don’t appreciate that use of e-mails and text messages are both primary channels for any communications with deaf customers via mobiles.

A heartfelt thank you to Des Masterson for all his help in getting my bank problems sorted.

Barclaycard were given an opportunity to respond to this article, they said:

We’d like to apologise again to Ms Hipson after our service fell below the level we would expect her to receive from us. For future contact with her we’ve made sure that our advisors are aware they should use alternative methods to voice calls.

It’s our aim to make banking easy and accessible for all of our customers regardless of any disability. To help our deaf customers manage their accounts we offer a Text Relay telephone service, the option to speak with a professional sign language interpreter in one of our branches, online secure messaging, and email access to our customer services team.

From next week customers will be able to use Skype to discuss their account from home, through a professional sign language interpreter, and later in the year it they will be able to do so in our branches. Barclays will be the first bank to roll out this service across our branch network. We’re also bringing in the option for customers to receive texts from our Fraud Detection team asking them to confirm whether transactions are genuine or not, rather than requiring them to take a call.

First published on Limping Chicken

 

When you lip read surveillance CCTV

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If you lip read people, this is good to know!

The CCTV Surveillance Camera Code of Practice officially came into force today.

As the new code comes into force, we answer some frequently asked questions about who will be impacted and what you’ll have to do.

To whom does the Surveillance Code of Practice apply?

The code applies only to public bodies such as the police and local governments in England and Wales. Private companies are not bound by it, but they are encouraged to use it as guidance in operating their own systems.

Why has the code been introduced?

The code was introduced under the 2012 Protection of Freedoms Act 2012. The act included a provision for a new surveillance camera commissioner, who would help draft the code, review its operation, and provide advice.

The government wanted to address concerns over the potential for misuse of video surveillance in public places. It also wanted to help engender a culture of “surveillance by consent.”

Who is the surveillance camera commissioner?

The first commissioner is Andrew Rennison, who is also the government’s forensic science regulator. Before that, he was the interim CCTV regulator.

Who will enforce the code?

The surveillance camera commissioner has no enforcement or inspection powers, so public bodies will be expected to be self-regulating. Rennison told an IFSEC International audience that he was not worried self-regulation would fail.

The ministers wanted a light-handed regulation. Those that have regard to the Code will have no liability. However, I can comment that anyone who is under this code are people of integrity, so I am not worried about it.

What punishment could breachers face?

The law does not contain any criminal consequences for authorities that fail to comply with the code. A failure to comply will not make a person or authority liable to either criminal or civil proceedings. However, the code is admissible in evidence, so it could be used to show that video surveillance images had been obtained in breach of the code.

How does the code define a surveillance camera system?

The surveillance camera commissioner has kept the definition of a surveillance camera system deliberately vague, because changes in technology could leave any definition outdated. In the response to consultations, the Home Office wrote:

Technological advance will continue, and is expected to move rapidly. As a consequence, there is the risk that new technology, which may have a greater potential to interfere with the right to privacy, could fall outside the scope of a detailed definition.

However, in general the code refers to any camera system that overtly monitors a public place, including body-worn cameras and automatic number place recognition systems. It does not cover covert surveillance systems. If there is any doubt as to whether a specific technology is within the scope of the code, people are encouraged to consult the surveillance camera commissioner for advice.

Should I be aware of other video surveillance laws?

There are other laws that impact the use of surveillance. The Human Rights Act of 1998 enshrines the police’s duty to respect a person’s right to a private and family life. The Data Protection Act of 1998 applies to all video surveillance systems, as an individual’s image is defined as that individual’s data.

The Surveillance Camera Code of Practice supplements previously issued guidance from the Information Commissioner’s Office on the use of CCTV in the UK. The latest edition of the CCTV code of practice was issued in 2008. The use of covert surveillance is covered separately under the Regulation of Investigatory Powers Act of 2000.

What are the chances of the code being broadened to include private companies?

Pretty slim. Although private companies and individuals are being advised to use the code as the basis for operating their own video surveillance systems, the government’s ongoing Big Society strategy precludes the idea of increased regulation in this space. However, some individuals and groups, including Big Brother Watch, are still campaigning for the code to apply to all CCTV cameras. As it is, the Surveillance Camera Code of Practice applies only to about 3% of CCTV cameras in the UK.

How do I contact the surveillance camera commissioner?

The Office of the Surveillance Camera Commissioner can be reached at SCC@homeoffice.gsi.gov.uk

If you’re able to lip read people on a TV screen and you’d like to lip read for us, contact us to find out more.

 

hearing impairment

Hearing impairment? Try cochlear implants

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A hearing impairment can be A Good Thing

What is a cochlear implant and how does it work?

There are estimated to be over a quarter of a million people worldwide who have been fitted with a Cochlear implant and this number is growing all the time. It isn’t a miracle cure for deafness or hearing loss but the benefits that many people experience have greatly increased their quality of life.

So what is a cochlear implant?

hearing impairment

A cochlear implant is a sophisticated electronic device that consists of two parts. There is the external part which contains the microphone and sound processor and an internal part that must be surgically implanted into the mastoid bone which is just behind the ear. Electrodes are inserted into the cochlea which receive the signals from the external processor.

What’s it for?

The name Cochlea comes from the Latin for ‘Snail Shell’, referring to its spiral structure. It is the auditory part of the inner ear and is divided into three separate chambers that process the different sound frequencies. Within these chambers is a fluid called Perilymph and tiny hairs called Cilia.  When vibrations enter the cochlea it causes the fluid and hairs to move. When this happens, the brain will then interpret this movement as sound. For some people, this system doesn’t work often causing severe hearing impairment and even profound deafness.

How does it work?

This implant works by bypassing the parts of the ear that are not functioning correctly and directly stimulates the auditory nerve. The external microphone and processor picks up the sound and converts it to an electrical signal which is then sent to the implant under the skin. This is then transmitted down to the electrodes in the cochlea. Tiny electrical impulses then mimic the natural vibrations in the inner ear and send these signals to the brain as sound.

Who are these implants suitable for?

Cochlear implants are suitable for people who suffer with a severe or profound sensorineural hearing impairment and do not benefit from wearing a hearing aid. An in depth history of the person’s hearing loss will be taken as well as tests to determine the degree of loss and any possible medical causes. Other factors are also taken into account such as general health, state of mind and realistic expectations about what the results of the procedure are likely to be. As this procedure requires significant adjustment, the amount of family support available will also be looked at. These implants are often used for deaf children as they can help them learn language and speech and make school easier for them. For adults it can be a way of gaining more independence and confidence in their everyday lives.

What are the benefits?

Although the cochlear implant is not a cure for deafness or a hearing impairment, it can make a significant improvement for people who have had no success with other hearing solutions like hearing aids. Unlike a hearing aid, the implant does not make the sounds louder, it stimulates the auditory nerve directly delivering a better sense of sound. This means that someone with this implant can hear speech more clearly and will have a better awareness of the sounds in the environment around them.

Isn’t that major surgery though?

It is classed as major surgery but as it does not include any vital organs, it is not considered a high risk procedure, but like any surgery, there is always a certain degree of risk involved. The operation will last anywhere from 3 to 5 hours and a small portion of the hair must be shaved just behind the ear. The surgeon then attaches the implant to the mastoid bone and creates a pathway directly to the middle ear so the electrodes can be inserted into the Cochlea. You would normally spend 1 or 2 nights in hospital after the surgery before going home. Most over the counter pain relief such as paracetamol or ibuprofen should be adequate to deal with any discomfort and the stitches will dissolve after a few weeks. You will be advised not to wash your hair for at least a couple of weeks following the surgery. After 4 to 6 weeks you are required to make a return visit so the device can be activated and programmed. You will also be required to return for a number of tuning sessions to ensure you are getting the best sound quality possible from your implant.

Are there any side effects or restrictions after the surgery?

Any side effects are usually temporary but can include dizziness, numbness around the area of the operation, altered taste or tinnitus.

In regards to lifestyle changes, you can mostly carry on as normal but will be advised to avoid any sports that carry a risk of head injury or deep underwater activities such as scuba diving due to the pressure.

Due to the intensive screening process that each potential patient has to go through, this procedure has an extremely high success rate, exhibiting excellent results in a high percentage of users. Although the implant can give a better quality of hearing, things will never sound the same as they would with a normal functioning ear. Many people will find that they need to see a specialist to help adjust to the changes and get used to the difference in sound. Overall though, these Cochlear implants are providing a new lease of life for many who have previously felt isolated from the rest of the hearing world.

Author bio:

Paul Harrison is the Director of hearing aid specialists, Your Hearing. He has provided many resourceful articles over the last few months, he has covered topics including ways to naturally improve a hearing impairment, the different types of hearing aids and the benefits of using a hearing aid. Your Hearing helps people who have lost their hearing improve it and enhance their lifestyles.

 

 

diversity

Shortlisted for National Diversity Awards 2013

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diversity

Tina Lannin has been shortlisted for the UK’s Largest Diversity Awards.

Tina Lannin a local entrepreneur from London has been nominated for the Entrepreneurs of Excellence category at The National Diversity Awards.

The ceremony celebrates some of the excellent and inspiring achievements of positive role models and community organisations from across the UK. The awards aim to recognise nominees in their respective fields of diversity including age, disability, gender, race, faith, religion and sexual orientation.

Tina Lannin set up 121 Captions to help other deaf people like herself to obtain better access to information and services through high quality communication support and training courses aimed at inclusion and empowerment. Tina is an experienced deaf awareness trainer, lipreading teacher, and forensic lipreader.

121 Captions was the first agency to bring remote speech-to-text and remote captions to the UK in 2009, making captioning much more accessible to consumers.

Deaf-owned and deaf-led, 121 Captions is unique in providing a service to deaf and hard of hearing people by offering an “inside-out” view of meeting client needs, as opposed to other companies who offer an “outside-in” service.

“I receive accurate word-for-word captions for my teleconference calls and I can now participate in all my business teleconference calls with colleagues around the world. Fantastic!” — Blue chip client, London

“Having a tutor who has experienced deafness and the use of a cochlear implant really adds to my understanding.” — London Deanery

The National Diversity Awards, to be held at the Queens Hotel on September 20th, will honour the outstanding achievements of grass root communities who have contributed to making a more diverse and inclusive society.

Leeds will play host to the prestigious black-tie event which has been sponsored by a growing list of top employers including Microsoft, Transport for London, Price Waterhouse Coopers (PWC), Sky, MI5, The Co-operative Group, The Open University and the Financial Ombudsman Service amongst others.

The awards have gained a mass of celebrity support from the likes of Stephen Fry, paralympians Jody Cundy and Claire Harvey and singing sensation Misha B.

Misha Commented, “I’m Delighted to be a patron of The National Diversity Awards; A great opportunity to recognise and celebrate diversity in all its glory”

TV personality Brian Dowling will take to the stage once again to host the evening, along with British actress and CBeebies presenter Cerrie Burnell.

Brian said; ‘Last year was an amazing night filled with so many inspirational people, and it made a change to be at a national event that recognised the different variety of talent that the UK has to offer’

‘I look forward to witnessing what the 2013 ceremony will bring, but I know another fantastic array of role models and charities will be celebrated’

Veteran activist Peter Tatchell was honoured with a Lifetime Achievement Award at last year’s ceremony, alongside Zita Holbourne, recognised for tirelessly fighting social and racial justice over the last 20 years.

Paul Sesay, founder of The NDA’s said; ‘Well done to all shortlisted nominees. We had an overwhelming amount of nominations this year and the standard has been exceptional.’

‘I know another fantastic spectacle of role models will be delivered and recognised this year’.

Winners will be announced at The National Diversity Awards 2013.

National Diversity Awards 2013 shortlist

This would not have been possible without the help of our fabulous team – so a huge thank you is due to Payal, Jeff, Suzie, Rachel, Jeanette, Mark, James, Kayte, Pete, Jonny, and our group of almost 400 captioners, speech to text reporters, notetakers, lipspeakers, and interpreters.

DDA compliance

DDA compliance – where are the captions?

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Is DDA compliance difficult to achieve? No!

The National Disabilities Conference on 4 July in London was organised by Government Knowledge. This is an important event at this moment in time as benefits are being cut, wages are frozen, jobs are cut, and people with disabilities are increasingly marginalised. Yet, DDA compliance is still expected, as the Disability Discrimination Act has been law since 1995.

DDA compliance

98% of deaf people could benefit from captioning and DDA compliance

In the UK, less than 70,000 deaf people use sign language however there are approximately 10 million deaf and hard of hearing people who do NOT use sign language – they might lipread and/or use their residual hearing, and therefore rely on captioning and lip speakers. We would expect, therefore, that a national conference of this nature about access, inclusion and disability would be accessible to its OWN customers. We would also expect such an event to be accessible without having to fight for such access – which is our right, not a privilege, under the 2010 Equality Act. We expect and have a right to DDA compliance.

NADP (National Association of Deafened People) asked Lidia Best to attend on their behalf. They requested communication support (captioning) as Lidia is deaf, she does not use sign language. Captioning support provision at the event was confirmed by the organisers. Delegates were asked to pay almost £300 each to attend and NADP paid a reduced fee.

After NADP’s request for captioning support, 121 Captions were contacted by Government Knowledge for information on providing captioning for this conference. They did not book any captioning services.

Lidia turned up to the National Disabilities conference to find only sign language interpreters were available, and there was no captioning support. There was an induction loop but it did not work. A loop can work for some deaf people, but not all deaf people have enough residual hearing to be able to use one. A lip speaker can work for those deaf people who can lipread, but not all deaf people can read lips. Therefore captioning is a necessary service.

DDA compliance

Mrs Lidia Best, NADP Trustee

What is shocking is that such access had been requested by NADP and confirmed by the organisers Government Knowledge. This conference is expensive to attend, but for a disabled person to attend and to find it inaccessible, when it had been confirmed that it would be, is unacceptable.

The conference organisers should be making this kind of event affordable and accessible for disabled people on benefits who would be best placed to explain the relevant issues. Government Knowledge say they have provided access for all delegates and have followed all requests – which we know not to be true. Government Knowledge checked their system and they had no special requests for communication support. They asked Lidia if she had organised the captioners herself. They even blamed Lidia for not telling them.

We have asked the deaf community if any sign language users attended this conference. There has been a deafening silence….

This is a common occurrence for deaf and hard of hearing people who do not sign, to request captioning support at events and find it is not provided, or to turn up and find there are only sign language interpreters. We have had enough. This has got to STOP.

Deafness can happen to anyone. It could happen tomorrow to your friend, your parent, or even YOU.

There are 1 in 6 people in the UK with a hearing loss who don’t sign. Could you be next?

Support ALL deaf people on Facebook: Hearing Loss Worldwide

…. and to add a little more irony, check THIS out – another shining example of our government’s inclusive attitude towards the disadvantaged, where Government Knowledge hosted a conference about financial inclusion… a shame the tickets are £320!

You can join the Deaf People Against Welfare Cuts campaign on Facebook – look out for connected talks and events happening across London.

If you’d like to find out how to make your event more accessible to the majority of deaf and hard of hearing people, contact us for a chat with our access auditors about successful DDA compliance for your organisation.

get training

Get training in deaf blind awareness

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Sally, one of our expert deaf and deaf blind awareness trainers, gave us an insight into the valuable work she does. She is always telling people they should get training from her, and we’ve brought her out to say hello!

We work as a team all around the UK, delivering both deaf awareness and communication skills training for everyone from the young to the old, the professionals to the man in the street. Everyone who works with people should get training in communication skills.

Why should you get training in deaf blind awareness?

Last week, we ran a deaf blind awareness day, training a mixture of older people, visually impaired people, deaf and hearing. The aim was to encourage people to volunteer to become “buddies” for those who are isolated in their own homes due to age related deaf blindness. We also found that the information is useful for those who are just coming out and learning how to deal with deafness and don’t know where or how to get training that is appropriate for them.

How does deaf blind awareness training help?

This particular group of older deaf blind people are not as well known as they should be. You can’t hear so well, and you can’t see so well, they need support in maintaining independence and living a meaningful life.  They don’t need pity – they need someone to go round to support them with their mail, perhaps go shopping, have a chat or even someone to guide them to the local pub.  Deaf blindness means you have issues with access to information, communication and mobility.  Life doesn’t stop when you become deaf blind.

Many people think it’s impossible to talk to deaf blind people; this isn’t true.  There are so many tactics to use and learn, and we teach these in our deaf blind courses. In fact, what’s suitable for older deaf blind people is also very suitable for older (and younger!) deaf people too. When you attend one of our courses, you will wonder why you didn’t get training in this area before as it’s so useful.

How common is deaf blindness?

Let’s have a quick look at the statistics, before we go further…

55% of people over 60 years old are deaf or hard of hearing.  That’s about 8-9 million in the UK, and of these, half will be struggling with getting accustomed to hearing aids, and the other half will have given up, shoved them in a drawer or not even taken any steps to have a hearing test.

Of this age group, 1 in 6 will also have a visual impairment.

It is more likely people will go to the local charities dealing with blindness; there is nowhere to go if you are deaf. (unless you know of a great lipreading class down the road, and have enough money to pay for it!)

So here we were delivering this training.  They did a survey of all their 1800 members who were visually impaired. The results were astonishing, 1200 of them admitted to having a hearing loss on top of the visual impairment. This means, statistically, there could be as many as 5 million older people with acquired age related deaf blindness.

Why get training with 121 Captions?

Our courses are different. We don’t just talk about our rich life experiences of being deaf and being discriminated against daily, we talk about solutions, ideas, and challenging stereotypes leading to this taboo subject of deafness, especially among those who have become deaf after being a hearing person all their lives. We also put you in our shoes, let you have a listen to what it’s like when using a hearing aid, how the environment can affect communication – and of course we let you have a go at finding out about lipreading, why it’s difficult, and how important it is for family, friends and colleagues to understand why some deaf people hide their deafness. You’ll come away with a whole new understanding of deafness, and deaf blindness – and gain some valuable communication skills as well. To date, the feedback from the deaf blind awareness training has been mind-blowing.

If you would like to know more about all the different courses we offer, contact us about our bespoke training courses. 

To the stranger……

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hearing

by Cath Clarke

To the stranger in the changing room at the swimming pool: I’m not being rude. I’m avoiding too much eye contact in case you start up a conversation that I won’t be able to hear.  For someone who is naturally friendly and willing to chat, this goes against my nature but hearing aids and water don’t mix.

To the people who invite me out for a meal at a busy restaurant. Oh how I would love to relax, laugh, chat and have fun.  But all I hear is the noisiness of the restaurant.  Hearing aids don’t just amplify what you want to hear – they amplify everything. That’s every other table’s conversation, laughter, clanking of cutlery as well as the one I’m sitting at …oh and any background music.  In other words, it’s one big noise.  Then on my table someone will say something quick and witty, everyone will laugh and I will have missed it. This is why I’m often reluctant, even scared to go out in a big group.  You may go home feeling happy and elated.  I often go home and cry with frustration.

To the well meaning person who at the start of a meeting will loudly say, “Come and sit on the front row where you can hear, Cath!”: as much as I appreciate your consideration, I don’t actually want to be singled out as different thank you very much.  I’d prefer to feel normal, not like some kind of invalid.

To the people who speak at meetings and refuse to use a microphone for whatever reason: I think if I turned up in a wheelchair you wouldn’t refuse to let me use the ramp to have access to the meeting.

To the people I have to ask to repeat what they have just said because I’m hard of hearing: yes, you do need to raise your voice, not just repeat slowly what you just said at the same volume, and no, you don’t actually need to shout at me as if I’m stupid.

To anyone who says something to me which I miss and then I ask them to repeat it: saying, “Never mind, it doesn’t matter” makes me feel totally worthless. What you said may not have been important or worth repeating but how will I ever know that if I’m not considered worthy of hearing it?

To the people who tell me I should take up lip reading classes: yes, I’ve been there done that but did you know that to be able to lip read the person speaking has to be facing you, in the right light and not covering their mouth with their hands, turning their head away muttering or even worse, talking to you whilst walking away?  Being able to lip read is a skill gathered over a life-time and even then it’s easy to misinterpret words. Telling someone they should learn to lip read is negating any responsibility on the speaker’s behalf to show me some consideration.

To the people who are genuinely surprised when I tell them that I have a hearing loss: I bluff a lot. A good percentage of the conversation will have been guesswork on my behalf so if I’ve said something stupid, it’s because I’ve misheard what you said.  And believe me, I know when I’ve said something stupid: I’m quite good at reading people’s facial expressions and when I get “that” look, I feel embarrassed.

To those who think I shouldn’t bare my soul publicly: I’m not going to apologise. Just writing my thoughts down has helped me rationalise the thoughts that go round in my head and I sincerely hope this has helped someone else. I do believe we should be here to help each other and be compassionate towards each other.

To the people reading this thinking I should get a grip and not feel sorry for myself as many, many people are suffering to a greater degree than me: believe me, I tell myself that pretty much every day.  Just some days, every now and again, this hidden disability gets me down. I don’t ask, “Why me, God?” I accept it’s part of who I am but it doesn’t make it any easier at times.

To anyone who’s taken the trouble to read this: thank you for trying to understand. Thank you for your friendship and concern.  I’m normally fairly content and cheerful and very, very grateful for all the many, many blessings and good things in my life….but I am also human with feelings.  Just like everyone else.

(c) Cath Clarke 2012

CART services

CART services for the Emergency Services

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Demonstration of CART services

We are being kept busy with conferences, exhibitions, and trade shows. This week – on the same day! – our team exhibited at the Deaf Unity 2013 Deaf Learner’s conference and at the first Deaf Awareness Day in Hertfordshire. In Hertfordshire, one of our captioners, Orla, captioned the day’s presentations. She explained how she writes what she hears in shorthand into her steno machine, then her laptop converts this into English. Orla’s captions were streamed to a large screen for everyone to read. She also gave a demonstration of remote captioning CART services on her iPad – the latest in CART technology. CART is Communication Access Realtime Translation, a verbatim capture of what is said in real time.

CART services

Steno machine

Contact us to find out how you can have realtime captions streamed to you anytime, anywhere. Our captioners reporters are NRCPD and NCRA registered, providing high quality captions with no droppage of service. We offer the highest quality remote CART services in the UK.

A delegate’s thoughts

On Tuesday 28th May I went to a Deaf Awareness day organised by Hertfordshire County Council. The police and the fire brigade both gave presentations, as did several senior members of the council’s Social Services department. I am a Police Community Volunteer with Hertfordshire Police, so I was sitting at a table with 5 police officers. I was wearing a black suit to try and blend in with their uniforms and it was surprising the number of people who took it for granted I’d be a police officer rather than a deaf volunteer! It was a very wet day but it was a well attended day with deaf people, and those working with them, present.

There were lots of displays for all sorts of deaf charities. I was delighted to see a table with leaflets about CART services and had a chat with the smartly dressed lady running it, Orla from 121 Captions. Orla captioned the presentations and gave a very professional and competent service with the minimum of errors. Many people at the event were very interested in what she was doing because they hadn’t seen CART services before. I would certainly seek out 121 Captions again if looking for captioning services.

Delegate, Deaf Awareness Day, Hertfordshire