Awareness and First Aid
A lifeline for South Africa’s speech-impaired and Deaf community, ER24’s National Relay Service makes it possible for customers to access critical services.
As a hearing person, when you need a haircut or doctor’s appointment, all it requires is a simple phone call. For the speech-impaired or the Deaf, it’s not quite as easy – which is why ER24 joined forces with Vodacom to establish the National Relay Service (NRS).
How does the NRS work?
NRS agents, who are specialists in South African Sign Language (SASL), intercept video calls from Deaf customers, interpret the information and pass it on to the appropriate service provider. When they receive an answer, they transmit the information (again, via sign language on a video call) back to the customer. While this facilitates many of the chores and must-dos that are part of daily life (such as booking a dental appointment), the NRS also handles medical emergencies.
In this case, the NRS agent relays the information given by the customer to an ER24 Emergency Resource Officer, ensuring they receive the rapid response and expert care they need. The NRS agents say acting as a vital link in this communication chain is a rewarding and humbling experience.
Here, they share their stories:
Shulammite Mashego
Mashego’s qualifications are extensive: in addition to holding a Language Practitioner Certificate, she studied SASL through Wits Language School before going on to acquire a National Diploma in Liaison Interpreting with SETA through eDeaf.
“As a youngster, some of my friends were Deaf,” Mashego explains. “I wanted to be able to communicate with them, without any barriers in place.” This was the start of a love affair with SASL.
Mashego’s passion for her career is rooted in her understanding of her role as a facilitator between the Deaf and hearing communities. She cites the example of a call she once received from a niece, whose hearing-impaired aunt neither understood nor ‘spoke’ SASL. The niece had tried hard to find ways to communicate with her aunt, and as Mashego worked to help them find common ground where they could understand each other, she was reminded of a quote by Martin Luther King: “Not everyone can be famous, but everyone can be great, because greatness is determined by service.”
Gugulethu Khuzwayo
Khuzwayo was inspired to learn SASL after a group of Deaf people performed a song at her sister’s wedding. “It was so beautiful,” she recalls. “Through my 10-year-old eyes, it seemed simply magical. I wanted to understand what they were saying, and so I made it my mission to learn the language. I’m so glad I did, because it gave me the chance to experience the community’s culture up close.”
It’s also given her a chance to play a meaningful role in people’s lives. Khuzwayo recalls being able to help one customer make a doctor’s appointment: “It might sound like a mundane task, but it touched me to know I could be this customer’s voice when he couldn’t express himself.”
Sometimes she simply helps someone navigate their cellphone device. But, in every instance, knowing she has helped to bridge communication barriers between the hearing and Deaf communities helps her sleep better at night.
“I love being amongst Deaf people,” she says. “They have such vibrant personalities, animated expression and captivating story-telling skills. Being with them has taught me how to express myself more freely.”
Nqobile Khuzwayo
Being able to make a tangible difference in people’s lives daily: that’s what makes Khuzwayo’s job special to him. “Every call I take has the potential to positively impact someone’s quality of life,” he says. “My work contributes directly to fostering inclusivity and equal access to communication services, and that gives me purpose and makes me proud.”
As a new member of the team, Khuzwayo reveals he was fascinated by the culture of Deaf people even before he learnt sign language. As he started to interact with the community, that fascination developed into a love. “The more invested I become in the community, the deeper that love grows. It is a pleasure to serve them,” he says.
For more information on how to access the National Relay Service, click here.