Q: Please describe your role in the company and why it is important.
A: As regional director, I help oversee seven of our captioning centers in Utah, Idaho, and Nevada. I work closely with managers and directors who manage each of these locations. As part of my responsibilities, I focus on managing performance, strategic decision making, as well as the hiring and development of our center leadership.
Q: What do you bring to your role that adds value to the company?
A: In my role, I am constantly thinking about the leadership team and working closely with them on how we can improve processes and provide clarification when needed. We have such an outstanding manager and team lead supervisor group who bring the real value to the company and to our customers. Things are constantly changing. So, our leadership team tries to identify what is needed, or what is coming, and respond in a way that ensures our customers are provided a fast and accurate service. We also try to create an environment where our employees want to be. In the last year, one of thee changes was the addition of a remote workforce, which is something we did not have prior to the COVID-19 pandemic.
Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?
A: The ADA is so important because it provides accessibility to individuals who are Deaf or hard-of-hearing. I think back on phone conversations I attempted to have with my grandfather, who lost much of his hearing during World War II and while working as a miner for much of his adult life. Talking on the phone was difficult and frustrating for him, and we had to communicate over the phone because at that time, there was not a service like CaptionCall. During my more than 10 years with the company, I have had the opportunity to meet with customers and hear and read stories about how a service like CaptionCall has changed their life. This wouldn’t be possible without the ADA.
Q: Please describe how regulations (the government rules) impact what we do as a company.
A: Government regulations play a big role in how we manage the business. One of the major reasons regulations are in place is to protect the consumer. As a provider of services for the Deaf and hard-of-hearing, there are certain requirements in place that help ensure our customers are receiving the service they deserve. One of these requirements is answering calls in a timely manner. As a company, we don’t want our customers waiting too long for interpreting or captioning services, so it is essential we staff and plan accordingly to try to meet speed-of-answer requirements.
Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?
A: One of the biggest challenges that I have experienced over many years in managing captioning centers is hiring enough captioning agents (CAs) to keep up with the growth. Captioning calls is not a skill that comes easy to everyone. It is amazing to see our CAs caption, and to see how skilled they are. We have a lot of applicants who apply to be a captioning agent, but who are not able to pass the initial assessment to work as a CA. It’s important that we maintain our high standards to ensure that we have agents who can provide fast, accurate, and quality service for our customers.
After the beginning of the pandemic, we experienced a huge surge in call volume, which made it really challenging to keep up with the demand. It was amazing to see how we came together as a company to ensure that our customers received this service. We had trained managers, former CAs now working in different departments, along with other employees who went through training so they could begin helping our customers during uncertain times.
Q: What is the best part of your work?
A: By far, it’s the people. I have met with and interacted with so many tremendous people in this great company. I have had great leaders and peers from whom I have learned so much who have helped mold me since my early days with the company. One of the most rewarding parts of my work has been developing leaders. I love seeing employees who were hired as captioning agents eventually move into supervisor and management roles, or to various other departments in the company. I find a lot of joy in seeing their growth and success.