Mbali Mdludla’s passion for learning South African Sign Language (SASL) began in the childhood bedroom she shared with her hearing-impaired adopted sister. Now an ER24 National Relay Service (NRS) agent, Mbali fondly recalls how her sister first taught her to sign, igniting a lifelong dedication to the deaf community.
The ER24 NRS is a Contact Centre that enables deaf, hearing, and speech-impaired individuals to contact hearing people, such as family, friends and organisations, in real-time and on their own without asking a friend or someone else to make the call, which impedes their independence.
Mbali shares a little about her day as an ER24 NRS agent, which usually starts off with meditation and reflection.
“Sitting in silence, looking outside my bedroom window, helps me clear my mind and set the path for the day ahead. After some silence, I love listening to calm and inspiring tunes as it helps to centre me and provide a positive outlook to assist me throughout the day.’’
Navigating a career with purpose: from language practitioner to NRS agent
Mbali noticed that sign language was particularly difficult for hearing people to pick up. This led to her pursuing a qualification as a language practitioner at Wits University. In August 2024, she stepped into a new role as an NRS agent, challenging her usual comfort zone.
“For a long time, it bothered me that deaf people couldn’t easily make phone calls to get basic assistance. Whether it was a simple cell phone query or getting medical assistance," she said.
Through the NRS, that has changed. "We’re not just a Contact Centre; we are creating an inclusive space where everyone can get the help they need, making the world feel a little less exclusive.’’
A meaningful moment: helping a deaf caller
One standout moment from her work perfectly encapsulates the impact of the role of NRS agents. “I had a deaf caller who needed help with her two-pot system payout. She was unsure when she could expect it and wanted to know how it worked. I was able to connect her with the right department, and together we made sure all her questions were answered.
"By the end of the call, she was content," Mbali reflects. ‘’It is such a rewarding experience being able to help people, especially those in the deaf community. It is what drives me every day.’’
Balancing work and life: staying centred through family and personal time
When the pressures of work start to build, Mbali insists that taking a step back is the best way to reset. “I spend a lot of time with my family, and we love reading books together." The sense of connection and grounding that comes from spending time with loved ones is an essential part of maintaining balance. Of course, there’s always time for fun. “I also love karaoke, even though I can’t sing! It’s just something that helps me unwind.’’
To read more about the NRS offering, click here