WHAT THEY DO:

The Internal Revenue Service (IRS) is a U.S. government agency responsible for collecting taxes and enforcing tax laws. It processes tax returns, conducts audits, and provides assistance to taxpayers. The IRS plays a crucial role in funding government programs and services by ensuring individuals and businesses pay their fair share of taxes.

THE CHALLENGE

For deaf and hard of hearing IRS employees, language services play a crucial role in ensuring equal access and opportunities. Effective communication is essential for understanding complex tax laws, regulations, and procedures. Without adequate language support, these employees may face significant challenges in:

• Understanding verbal instructions: Difficulty in comprehending oral directives, meeting discussions, and training sessions.
• Accessing information: Limited ability to access information presented verbally, such as meetings, presentations, and phone calls.
• Communicating with colleagues: Challenges in collaborating with hearing colleagues and resolving workplace issues.
• Professional development: Difficulty in participating in training programs and accessing educational resources.

To address these challenges, the IRS must provide appropriate language services, such as sign language interpreters and real-time captioning, to ensure that deaf and hard of hearing employees have equal access to information and opportunities.

THE SOLUTION

TE was awarded the contract to provide ASL and CART services to the IRS at the height of the COVID-19 pandemic, during strict stay-at-home orders. This unexpected challenge necessitated a rapid and innovative response. TE quickly mobilized its resources, assembling a team of over 500 federally cleared ASL interpreters across five regions. By leveraging existing networks, implementing streamlined recruitment and vetting processes, and adopting cutting-edge technology, TE was able to overcome logistical hurdles and ensure seamless service delivery, both on-site and remotely. This rapid mobilization and deployment of skilled interpreters enabled TE to meet the urgent needs of D/HOH IRS employees and support their continued productivity and success.

THE RESULTS

TE’s rapid scaling of ASL services to meet the IRS’s urgent needs during the COVID-19 pandemic yielded significant benefits:

• Ensured Business Continuity: By providing timely and effective language access services, TE helped the IRS maintain business continuity and avoid disruptions to critical operations.
• Enhanced Employee Morale and Productivity: D/HOH IRS employees were able to continue working effectively, contributing to increased productivity and job satisfaction.
• Strengthened Employer-Employee Relations: The IRS demonstrated its commitment to providing equal opportunities and accommodations for D/HOH employees, fostering a positive work environment.
• Improved Service Delivery: By facilitating clear and accurate communication, TE’s language services helped the IRS deliver better services to taxpayers.
• Legal and Ethical Compliance: TE’s services ensured that the IRS complied with federal regulations regarding accessibility for individuals with disabilities.

By providing timely and effective language solutions, TE played a crucial role in supporting the IRS’s mission and maintaining its reputation as a responsible and inclusive employer.