Communication Services
NorCal Services for Deaf and Hard of Hearing (NorCal) provides communication services, i.e., American Sign Language Interpreting and Real Time Captioning services, to individuals, businesses and organizations who are covered by Section 504 of the Rehabilitation Act, Titles II and III of the Americans with Disabilities Act (ADA) and other state and federal laws requiring the provision of auxiliary aids and services necessary to ensure effective communication with Deaf, Hard of Hearing, or Deaf Blind persons.

Upon completion of establishing a current service agreement, NorCal will provide services on an as-needed-basis to the customer, subject to availability of staff and subcontractors. Services are provided in wide variety of settings not limited to Medical, Mental Health, Business, Legal, Performances and any situation where the Deaf and Hard of Hearing individual(s) would be in need of effective communication.

NorCal uses Interpreters that hold certifications with RID (Registry of Interpreters for the Deaf), NAD (National Association of the Deaf) and/or ACCI (American Consortium of Certified Interpreters). NorCal also uses qualified, pre-certified interpreters. To obtain certification, most interpreters have completed professional Interpreter training and have professional interpreting experience. Maintenance of certifications requires the Interpreter to attend workshops and seminars verified by Continuing Education Units (CEU) in the field of interpreting.

Description of Services
Sign Language Interpreter: An Interpreter is a skilled professional who facilitates communication between individuals who do not share the same language. American Sign Language (ASL) has its own syntax and grammar structure and the Interpreter must be able to interpret effectively, accurately, and impartially both receptively and expressively, using any necessary specialized vocabulary. The Interpreter must understand the signed message and correctly articulate the message into English and use signs that matches the communication mode of the Deaf consumer in order to convey the content and intent of the spoken message.

Intermediary Interpreter (Deaf Interpreter): Deaf Interpreters are persons with excellent communication skills, knowledge of Deaf culture, and have specialized training and /or experiences in the use of gestures, mime, drawings and other tools to enhance communication. A Deaf Interpreter will usually team with a sign language Interpreter to provide effective communication for the Deaf, Hard of Hearing, or Deaf Blind person and the hearing person(s) involved.

Oral Interpreter: Deaf and Hard of Hearing individuals who do no sign may request an Oral Interpreter for effective communication. Oral Interpreters translate the meaning of spoken words by quietly mouthing the speaker’s words for a Deaf or Hard of Hearing person. Oral Interpreters are able to substitute words for those that are difficult to speech read while maintaining the intent of the speaker. Sign language is not generally used by oral Interpreters for effective communication.

Deaf Blind Interpreters (Tactile interpreting): Deaf Blind Interpreters sign in close proximity to the consumer, palm writing, finger spelling in the consumer’s hand, or signing while the consumer feels the movement of the signs with their hands.

Video Interpreters: Sign Language Interpreters that provide interpreting services from a remote location, through video conferencing protocol and/or through appropriate software on a high-speed/ DSL connected PC-based workstation.

Real Time Captioning ( RTC) / Computer-Aided Realtime Translation (CART ) services: This service provides simultaneous written text of the spoken language either on a computer screen or projected onto large screen by professional Captioners and/or court reporters.

Set Up a Service Agreement:
If you are new to our services, NorCal has a Service Agreement that outlines services offered, fees and procedures for requesting services. Once this agreement has been completed and received, services will be provided. Our services are provided on an as-needed-basis and subject to the availability of staff and independent contractors. Other options for businesses and organizations are by agency contract, Purchase Order or pay by credit card. For individuals requesting services NorCal will need to have a valid credit card or services will need to be paid in advance by check NorCal accepts MasterCard and VISA.

Click the link to download the most current version of the NorCal Communications Department Service Agreement.

A service agreement may also be requested by contacting the NorCal Communications Department (916) 349-7525 or (209) 474-8996, FAX (916) 349-7578, or send an e-mail to: dispatch@norcalcenter.org.

Requesting Services:
Requests for services must be in writing and can be sent by FAX or by e-mail. FAX (209) 349-7578. Email: dispatch@norcalcenter.org

Dispatch hours: 8:00 AMAM – 5:00 PM, Monday thru Friday, closed on holidays and weekends. Contact us via telephone at (916) 349-7525 or (209) 474-8996.

A dispatcher will generally confirm availability within 1 business day. If you have not received confirmation within 1 business day, please follow up with a phone call.

It is recommended that when submitting your completed Service Agreement, you also submit a completed registration form for NorCal’s online scheduling system. (place link here). The online scheduling system will allow registered users within your agency to request and track services very easily.

Independent Contract Interpreters and Captioners:
Independent Contract Interpreters and Captioners who would like to work for NorCal Services for Deaf and Hard of Hearing, as an independent contractor will need to click the link to download the most current version of the NorCal Communications Department Independent Contractor Agreement.

Staff Interpreters:
For individuals looking for full time employment as a staff interpreter, please contact Susan Peterson, Human Resources at 916-349-7500 or e-mail to jobs@norcalcenter.org for more information.
NorCal works with Interpreters who hold current certifications with RID (CI, CT & CSC, CS:L), and/ or NAD Levels III, IV & V, and/or ACCI Levels III, IV & V. NorCal also works with qualified, pre-certified interpreters who pass a interview and an agency performance evaluation.

FAQs
Who is responsible for requesting the Interpreter or Captioner?
The individuals, businesses and organizations, who are covered by Section 504 of the Rehabilitation Act, the Americans with Disabilities Act (ADA) and other state and federal laws requiring the provision of auxiliary aids and services as necessary to ensure effective communication with Deaf, Hard of Hearing, or Deaf Blind persons. Interpreting and captioning services are fee based. NorCal will only accept requests from the individual, business or organization paying for the services.

Who is responsible to pay for the Interpreter or Captioner?
The individual, business or organization covered by ADA are responsible to provide effective communication and the costs of providing auxiliary aids and services necessary are considered part of the cost of doing business. The Deaf or Hard of Hearing consumer is not required to pay for such services to comply with ADA. Check with the IRS for tax credits that may apply to reasonable and necessary business expenditures made in compliance with ADA standards, such as providing Interpreters or any other auxiliary aids to the Deaf or Hard of Hearing consumer.

For more information on your rights and responsibilities as related to the Americans with Disabilities Act (ADA) go to www.ada.gov.

What does NorCal accept for payment of services?
NorCal accepts checks, money orders and MasterCard and VISA.

Do I pay the Interpreter or Captioner after services have been rendered?
No, for businesses and organizations with an open account, an invoice will be sent within 30 days after the services are rendered. For Individuals, businesses and organizations paying with a credit card, the charge will be applied after the services are rendered.

How do I know I have a Qualified Interpreter?
To ensure you are working with a professional and qualified Interpreter is to work with an Interpreter that is certified. People who know how to sign may be able to converse casually with Deaf people, but may not have the training and expertise to accurately interpret or understand the role of the Interpreter. Often signers do not understand the issue of confidentiality and other issues that can arise in an interpreting situation relating to cultural and linguistic differences. For certification, most Interpreters have completed a professional Interpreter training program and have extensive professional interpreting experience. Certifications are maintained by attending workshops, conferences and various trainings. All certified Interpreters adhere to a strict Code of Professional Conduct which stresses confidentiality, impartiality and integrity. For more information on the Code of Professional Conduct, please go to https://rid.org/ethics/code-of-professional-conduct/

How much notice is required to schedule and Interpreter or Captioner?
We will accept same day requests; however, due to the high demand for interpreting and captioning services, we recommend a minimum of 5 business days’ notice or as much notice as possible. It is best, once it has been determined that services are needed to immediately submit a written request for services to Dispatch via FAX, e-mail or through NorCal’s online scheduling system. When there is no Interpreter available for the first requested time, often there is availability earlier or later in the same day, or another day in the same week.

Do you provide emergency services?
Yes! NorCal provides emergency interpreting services 24/7 for hospitals (ER room, Labor & Delivery), urgent care, mental health and law enforcement. These requests have top priority. Emergencies are life threatening or life changing events requiring an immediate response.

How do I make a request for services?
Requests for services must be in writing and can be sent by FAX or by e-mail. FAX (209) 349-7578. Email: dispatch@norcalcenter.org

Dispatch hours: 8:00 AMAM – 5:00 PM, Monday thru Friday, closed on holidays and weekends. Contact us via telephone at (916) 349-7525 or (209) 474-8996.

A dispatcher will generally confirm availability within 1 business day. If you have not received confirmation within 1 business day, please follow up with a phone call.

Can I make my request online?
Yes. NorCal has an online interpreter scheduling system. To submit a completed registration form for NorCal’s online scheduling system. (place link here). The online scheduling system will allow registered users within your agency to request and track services very easily.

The office is closed and I need an Interpreter!
NorCal has Interpreters On-Call for after-hours life-threatening emergencies only. Emergency requests for services will only be accepted from hospitals, urgent care, mental health and law enforcement. If you have a life-threatening emergency after hours call (800) 504-3009.

How is the emergency request processed?
The after-hours phone number automatically routes to our answering service. The Service will determine if the request is an emergency as per NorCal’s set protocol. Once it has been determined that the request is an emergency the service will contact the On-Call Interpreter. The Interpreter will call the requesting agency to confirm the request for services and to get additional information if needed.

What information do I need to give when requesting services?
• The Date and the Start and End time
• Agency name requesting the services
• Location Name
• Requester’s name and phone number
• Address, City and zip code where the Interpreter needs to go.
• The closest cross street
• The name of the site contact person and phone number
• The name of the Deaf consumer
• Billing identification numbers (Medical record, Date of birth, Release or Purchase Order)
• Nature of assignment (medical emergency, staff meeting, counseling, etc)
• If paying by credit card, need the name on the card, the number, and the card expiration date.
• The request form must be signed with an authorizing signature

Why do I need two (2) Interpreters?
Interpreting demands constant mental and physical stamina, therefore some assignments particularly those that are lengthy or complex will require a team of two (2) Interpreters rotating at 20 – 30 minute intervals. NorCal reserves the right to determine if an assignment, based on its length or complexity requires two (2) Interpreters. Generally, assignments exceeding 1.5 hours will require a team of two (2) Interpreters.

Can a Deaf or Hard of Hearing individual make a request for interpreting services?
Yes. NorCal will accept a request for services from a Deaf or Hard of Hearing consumer if they are paying for the services.

I am not paying for interpreting services can I call and schedule an interpreter?
NO. NorCal accepts requests from individuals and agencies paying for the services.

I have a problem and I need to have an interpreter!
If you are in a serious situation and an interpreter is needed, contact a Client Advocate at NorCal. The Advocate can help you get an interpreter.

I need to make a telephone call do I have to pay for an interpreter?
No. NorCal allows consumers to use Video Relay Services at the Sacramento and Stockton offices. If you do not wish to use the Video Relay Services, you can call and make an appointment to have your call interpreted by a NorCal staff interpreter at no charge.

ADA says I have a right to have a qualified Interpreter!
The ADA does not say you have a right to have a qualified Interpreter. It says you have the right to have effective communication. The majority of Deaf and Hard of Hearing individuals prefer sign language because it is their native language and the most effective way to communicate. The ADA does say if an Interpreter is provided they have to be qualified. A qualified Interpreter must be able to interpret effectively, accurately and impartially both receptively and expressively, using any necessary specialized vocabulary. When you make a request for an Interpreter, be sure to tell them that sign language is the most effective way to communicate with you. Not every business or organization must comply with ADA standards. You can always talk to a Client Advocate at NorCal to find out if a business or organization falls under the ADA and if they are required provide effective communication for you.

I arrived to my appointment and I did not have an interpreter!
As a Deaf or Hard of Hearing consumer, you must ask for an Interpreter when you make your appointment. Do not assume the agency knows that you need an Interpreter. If you did ask for an Interpreter and you did not have an Interpreter at your appointment, ask the agency why you did not have an Interpreter. There can be many reasons why you did not have an Interpreter. Some of the reasons are, the agency made the request for interpreting services and no Interpreters were available, or the Interpreter scheduled is out sick or stuck in traffic, and sometimes a mistake is made when scheduling the Interpreter. The Deaf or Hard of Hearing person can always call NorCal Dispatch to confirm if an Interpreter has been scheduled for their appointment.

I am in the emergency room. Can I call for an Interpreter?
NO. You must ask the hospital to provide you with an Interpreter to ensure effective communication. The hospital is responsible to get you an Interpreter.

My Doctor will not provide me an Interpreter!
If you have asked for an Interpreter and the medical office does not provide you with an Interpreter, then contact a Client Advocate at NorCal to help you explain to the medical office what their responsibilities are for compliance with the ADA. Under the ADA you have the right to have effective communication! For some Deaf and Hard of Hearing people, writing notes is effective communication. The majority of Deaf and Hard of Hearing prefer sign language because it is their native language and the most effective way to communicate.

I was told I am responsible to get an Interpreter!
No. You are not responsible to get an Interpreter. You can help by telling the facility which interpreting agency or Interpreter you want and give them the contact phone number for the agency. Under the ADA it is the facility’s responsibility to make sure you have effective communication and if that requires an Interpreter, they are responsible to make the arrangements and pay for a qualified Interpreter.

I was told they will get an Interpreter, but I will have to pay for it!
You do not have to pay to get effective communication with any business or organization that falls under the requirements of the ADA. However, not all businesses and organizations fall under the ADA standards, then you may have to pay for your own Interpreter. If you are not sure, contact a Client Advocate at NorCal.

I was told to bring my daughter in to interpret for me at my Doctor’s appointment!
You have a right to have effective communication. If you feel your daughter does not have the skill to interpret, you can request the facility provide you with a qualified Interpreter. You have the right to privacy and to keep your medical appointment confidential, which means you have the right not to use a member of your family to interpret for you.

To Request Services
To request for service, you may fax or email your request to our office.
To fax your request, print the request form (see below).
Please fill out the request form legibly and completely.

Interpreting Services Request Form:
Flashpaper Format (requires Flash Player)
Acrobat Format (requires Acrobat Reader)

To email your request, include the information requested on the request form in your email request.
Email your request to dispatch@norcalcenter.org
To follow up on your request you may call or email for confirmation, please call (916) 349-7525 or (209) 474-8996.
Video Remote Interpreting

NorCal Services for Deaf and Hard of Hearing is pleased to offer video sign language interpreting services through high speed internet. The VI service is currently operating a video interpreting center, based in Sacramento, for the state of California. The center has 4 video stations that can be accessed through the internet, for providing video interpreting services.
VI services provide an alternative to costly, and often unavailable, on-site interpreting services. This allows you to provide a quality service that have not been accessible to deaf consumers.

Equipment needed to utilize the VI Services is a computer, web camera, special videoconferencing software such as flash player plug-in, pc speakers or headset, and a high-speed broadband internet access such as cable, T1, or DSL (358 kbps upstream). Click here for minimum system requirement information (requires adobe acrobat reader).

Requests for VI service can be made by calling NorCal Communication Services at (916) 349-7525, or by completing a VI Request form, submit it online or print and fax to (916) 349-7578. Further instructions on accessing the VI services through the Internet will be provided upon confirmation of the interpreter request.

For assistance in conducting a test call, please contact techsupport@norcalcenter.org or (916) 349-7500 voice/tty.

Emergency Interpreting
NorCal provides emergency interpreting services 24/7 for hospitals (ER room, Labor & Delivery), urgent care, mental health and law enforcement.

Requests from medical, mental health and law enforcement agencies, requiring an immediate response are given top priority. Sign language interpreters are on-call 24-hours a day and 7-days a week for emergencies.

To request emergency interpreting services during office hours, call our office at 916-349-7525 or 209-474-8996.

To request emergency interpreting service when the office is closed, call our answering service at 1-800-504-3009. Please do not call the after-hours line to make or cancel appointments. This line is for medical, mental health and law enforcement emergencies that require immediate response.

Emergency requests will only be accepted from the CUSTOMER, i.e. Law Enforcement, Hospitals or Mental Health. Requests will not be accepted from the deaf or hard of hearing client or patient.