Consumer preference is an important part of interpreting services—and it can also be one of the more sensitive parts of our work.
As interpreters, we understand that Deaf, DeafBlind, and Hard of Hearing consumers should have input in their communication access. At the same time, interpreters are professionals who build schedules, make commitments, develop relationships, and invest a great deal in the work they do.
Sometimes those two realities meet in uncomfortable ways.
We Understand - Changes Can Be Hard
Maybe you accepted a semester-long assignment and blocked those days and times for several months. Maybe you’ve turned down other work because it conflicted with this assignment. Maybe you’ve rearranged your schedule or stopped looking for work during those hours because you believed your calendar was set.
Then you receive a text or email letting you know that the consumer has requested a different interpreter.
This is disappointing for sure!
There are real professional commitments involved, and we don’t want to minimize that. We sincerely apologize to anyone who finds themselves on the receiving end of a change after the dust has settled and commitments have already been made.
It’s a balancing act. We care about the interpreters who make commitments to our assignments, and we also must honor the preferences of the Deaf individuals receiving services.
Ultimately, Deaf consumers and their communication access come first.
Preference Doesn’t Mean Something Went Wrong
It may be difficult to hear that a consumer prefers another interpreter.
But preference doesn’t necessarily mean something went wrong. Sometimes there isn’t a specific reason that needs to be identified. It may simply be a preference.
Communication is personal.
We Ask About Preferences From the Beginning
We believe the best time to consider preferences is before an interpreter makes a commitment.
That’s why our request forms specifically ask about consumer preferences at the time services are requested.
Customers have an opportunity to share cultural preferences, gender preferences, and the names of specific preferred interpreters before we begin coordinating services. Having that information early gives us the opportunity to consider those preferences while building the interpreting team rather than making changes after everyone has settled into an assignment.
Of course, not every preference will be known at the time of the request.
A consumer may not have worked with the interpreter before. Their needs may change. A preference may develop once services begin. Or information may simply reach us later in the process.
When that happens, we still have a responsibility to listen.
It’s Okay for It to Be Difficult to Hear
We’re all human.
Being professional doesn’t mean you aren’t allowed to feel disappointed, confused, or hurt when an assignment changes unexpectedly—especially when you’ve committed significant time to it.
It’s okay to be disappointed without placing that disappointment on the agency or the person receiving services.
We can acknowledge that a situation is frustrating while still respecting the consumer’s right to have a say in their communication access.
When Possible, We Help With the Transition
We also recognize that losing an assignment can create a real gap in an interpreter’s schedule. We work hard to create another opportunity for the interpreter.
We can’t always replace the exact hours or guarantee another assignment, but we don’t overlook the impact of the change.
The interpreter who made the original commitment matters to us, too.
Everyone involved deserves a little grace.
We ask interpreters to extend grace when a preference results in an unexpected change.
We ask customers to communicate known preferences as early as possible.
And as an agency, we commit to asking those questions from the beginning, communicating changes thoughtfully, recognizing their impact, and, whenever possible, helping an interpreter secure another opportunity when an assignment changes.
Deaf Consumers Come First
We value our interpreters tremendously. Their time matters. Their commitments matter. And the impact of an unexpected schedule change matters.
We can acknowledge all of that while also being clear about something fundamental to the work we do:
Deaf individuals come first.
We must honor consumer preferences.
That doesn’t mean an interpreter did something wrong. It doesn’t mean we don’t care about the commitment they made. And it doesn’t mean we won’t try to support them through the change.
It means we can hold multiple truths at the same time.
We can respect the interpreter whose schedule has been disrupted while honoring the Deaf consumer’s preference.
We can apologize for a difficult change while still making the change.
We can advocate for preferences to be communicated before services are confirmed while recognizing that preferences can develop later.
And when they do, we can extend grace to everyone involved.
Because everyone deserves the whole conversation.