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Deaf and Hard of Hearing Services

Policies and Procedures

Updated June 2022

The purpose of these Policies and Procedures is to furnish each Service Provider with the Deaf and Hard of Hearing Services (DHHS) information to clarify the UAC’s expectations of Service Providers and to illustrate some of the responsibilities and objectives of the DHHS program.

If you do not understand any of this material, or if questions arise which are not covered here, it is your responsibility to contact the DHHS Coordinator for clarification.

Index

Employment
Concerns and Conflicts with Coworkers
Compensation
Y-Time and Max Hours
My BYU
Dress and Appearance
Evaluations, Meetings, and Training
Scheduling
Guaranteed Hours and Assignment Length Minimums
Changes, Time-off, and Substitutions
Done Early or Assignment Going Overtime
Preparations, Attendance, and Punctuality
Tracking Non-scheduled Time Worked
Communication Choices
Transcripts
Appropriate Interaction and Involvement
Client Absences/No-shows
Teaming Effectively
Visitors to Classes/Assignments
Agreement Form

Employment

Hiring Process
The hiring process consists of three major functions: an online application for the position, an in-person interview along with a skills evaluation and, obtaining HR approval to officially hire the Service Provider. This process may be quick but, may take one to two weeks to verify credentials (education and certification), run a background check, and obtain an ecclesiastical endorsement (see “Important Note” below).

Requirements

  • Sign Language Interpreters are required to hold and maintain Utah Certification or RID certification recognized by the State of Utah. Typewell Transcriptionists are required to maintain good standing with the TypeWell corporation. A requirement for transcribers to hold TypeWell certification will be phased into policy after that certification process becomes available (more information is pending).
  • Copies of your credentials must be submitted to the UAC office at the time of screening for hire and kept current. If you obtain additional certification(s) or degrees of education, be sure to provide a copy to the office.

Important Note: an Ecclesiastical Endorsement is required for all employees of BYU prior to being hired. The university renews this endorsement annually by contacting the Bishop, Branch President, or Division Dean for non-LDS employees. If this Ecclesiastical Endorsement cannot be obtained, employment cannot begin/continue with the university.

Disclosures
All applicants are required to make the following disclosures to the DHHS Coordinator at the time of application/interview (failure to do so may result in termination or limitation of working hours).

  1. Any current or intended employment with another department within the university.
  2. Intent to work concurrently in the community or at another institution.
  3. Other potential conflicts of time such as academic classes, community involvement, or planned vacations and other known or intended leave periods.
  4. Relationship to BYU students using DHH Services which may cause a conflict of interest.

Termination
Voluntary Termination

  • Various life circumstances and personal situations may create a need for a Service Provider to elect to terminate employment with the UAC and DHHS. Should you find yourself in such a circumstance, we wish you well in your future endeavors. Please be courteous and professional by observing professional standard practices.
  • It is customary in most professions to offer notice of your intent to terminate employment two weeks prior to your last working day.

Involuntary Termination
At times, it is necessary for the university to terminate an employee for cause. The main causes for involuntary termination include (but are not limited to) the following:

  • Insubordination
  • Unreliability (excessive absences, tardiness)
  • Unethical or unprofessional behavior
  • Incompetence (inability to adequately perform the necessary tasks associated with the position)
  • Conflict of interest or conflict of time

Due Process
If the UAC receives a valid complaint about a situation from students, faculty or staff, the Service Provider involved will be called in to meet with the DHHS Coordinator. If the behaviors which led to the complaint continue, the decision may be made to limit or terminate the Service Provider’s employment according to university policy.

Service Providers and clients are strongly encouraged to work to resolve problems without needing to involve others. If the DHHS Coordinator becomes involved, both parties may be brought in to the office to resolve the concerns

Concerns and Conflicts with Coworkers

Source of Resolution
If you have a concern regarding another employee, you are encouraged to:

Compensation

Pay Rate
Interpreters and Transcribers are paid based on an established scale which accounts for training, education, and certification/advanced testing along with number of hours worked for the university. Providers may view this pay scale and review their professional/employment goals with the Coordinator upon request.

Following the pay scale levels, provider pay increases are based on the following:

  1. Increases in certification/advanced testing
  2. Obtaining degrees of higher education
  3. Number of hours worked (hours clocked at BYU)

Note: The established pay scale may be adjusted at any time and without notice when deemed appropriate by the University.

Payroll and Pay Periods

  • Payroll is processed on a bi-weekly basis
  • Pay periods begin at 12:00 AM on Saturday morning and end two weeks later at 11:59 PM Friday night. Hours clocked during the pay period are counted and compensated accordingly. (see Y-Time)

Direct Deposit

  • Direct deposit is a requirement for employment at BYU.
  • Pay is disbursed in the form of a direct deposit to your personal account at a financial institution. Direct deposit regularly occurs on the Friday following the end of a pay period. Direct Deposit may be managed through an employee’s My BYU account online (see My BYU below).

Y-Time and Max Hours

Y-Time
All hours worked are accounted for through the university’s time-keeping system known as Y-Time. You will be required to clock in and out using your BYU ID number or your BYU Net ID. The easiest method to clock in or out is to use the BYU App available for Apple and Android devices. You may also clock in or out by using any campus IP phone (any campus Cisco Systems phone), or by computer or mobile web browser by logging into My BYU and going to the Y-time portal.

Correcting Y-time mistakes made in the clock-in/clock-out process is necessary for accurate accounting and payment. To correct an error in the recording of your time worked, send an email with the following to the DHHS Coordinator:

  • The date for correcting
  • Correct start and end times
  • BYU ID#
  • (repeat date and times as needed)

Time shifting
Time shifting is clocking in for times not worked to compensate for neglecting to clock in for times actually worked. This is strictly forbidden by university policy even if the number of hours clocked is equivalent. If you forget, or are unable, to clock in prior to your shift, you must correct the Y-time record to accurately reflect the start and end times of the hours you worked.

Before/After Event Clocking
Before and after event clocking is available, with limitations, to allow Service Providers to setup and to allow time to pack up or for students’ questions after class.

  • Prior to an event, interpreters may clock in up to 10 minutes in advance, and transcribers may clock in up to 15 minutes in advance. After an event, Service Providers may clock out up to 10 minutes following. This means that if the class ends at 50 minutes past the hour, the additional 10 minutes left in the hour may be on the clock if needed (ex. 9:00 start time and 9:50 end time, may be clocked 8:50 to 10:00 if needed).
  • For assignments that are consecutively scheduled (the time between them is only sufficient for traveling from one to the other), it is not necessary to clock out between them. When assignments are not consecutively scheduled, it is required by university policy to clock out upon completion of the one and clock back in prior to the next.

Maximum Hours
It is the responsibility of the Service Provider to track his or her accrued hours worked weekly and to ensure the maximum hour limit is not surpassed.

Following are the maximum number of work-hours allowed by employee category type:

  • ½ Time employees may work a maximum total of 910 hours per year that equates to approximately 17.5 hours per week. Some flexibility is allowed while keeping within the maximum of 910, but they may not exceed 20 hours in any given week.

    Note: The first 365 days of employment is counted as one year for hour tracking, after which the tracking shifts to a calendar-year accrual (Jan. – Dec.).

  • ¾ Time employees may work up to 28 hours per week.
  • Student Employees may work up to 20 hours per week during Fall and Winter semesters and up to 28 hours per week during Spring and Summer terms.

Please note that the Maximum Hours figures shown above is not a guarantee of the number of hours a provider will be assigned to work.

Off-clock Breaks
Employees need a physical and mental break after working for a lengthy period of time for health purposes and to ensure the quality of the services they provide. A 30-minute break off-the-clock is strongly encouraged after 4 hours of on-clock work. If you are in need of a break and are not able to take one because of the continuing needs of an assignment, contact the DHHS Coordinator to make arrangements for a break.

My BYU

Resource and Tool
My.BYU.edu (“My BYU”) is an online portal to resources and tools for students and employees of the University. Service Providers may login to My BYU using their Net ID and password they chose during the hiring process. Once logged-in, My BYU provides access to information and tools such as:

Y-time

  • This tool may be used by Service Providers to clock-in or clock-out, check the total hours they’ve worked by week and by pay period, and to view their Time Sheet for accuracy.

View Paycheck

  • By clicking on this option, current and past paystubs may be viewed and printed.

Direct Deposit Account

  • The bank account where paychecks are to be deposited may be designated and/or changed through My BYU.

W-2 and Tax Info

  • University employees may access payroll deductions and W-2 information by logging into My BYU, clicking on the Communications link and navigating to “Work”.

Parking Permit/Registration

  • Using this portal, Service Providers must register their vehicle(s) for parking on campus. This registration renews automatically every year that the Service Provider remains an employee of the university.

Note: This system is subject to change without notice. If you require assistance, you may contact Information Technology services at 801-422-4000.

Dress and Appearance

It is important for Service Providers to maintain a clean and professional appearance. As a general rule, Service Providers should aim to dress to the level of the university’s instructors and not the students.

Standards of the BYU Honor Code

  • While working, Service Providers represent the university and are expected to abide by the minimum Dress and Grooming standards set forth in the BYU Honor Code.

Business Casual
The DHHS team follows a “Business Casual” dress standard. Examples of what this means:

  • For women: Shirts or blouses with slacks, skirts, or dresses are appropriate.
  • For men: A combination of a collared shirt (such as a dress shirt or polo shirt) and slacks is appropriate. Men are required to be clean-shaven.
  • Inappropriate for any providers: hoodies, rumpled, ripped, or torn clothing, T-shirts, miniskirts, inappropriately revealing attire, and flip-flops. Jeans are not appropriate attire*.
  • Exceptions: *Jeans/denim pants are acceptable on Fridays and Saturdays during Fall/Winter, and weekdays during Spring and Summer terms. Some assignments may necessitate individual adaptation (e.g., Scuba Diving, Ceramics, Skiing, etc.).

Interpreter-Specific Requirements

  • Avoid visual distractions such as contrasting nail polish, heavy makeup, and obtrusive jewelry.
  • Shirts or blouses need to be a solid color that contrasts with skin color.
  • Refrain from wearing white or very bright shirts or blouses unless specifically instructed.

Evaluations, Meetings, and Training

Evaluations

Purpose

  • Evaluations of live work are a way to gauge a Service Provider’s level of skill and competence as well as monitor suitable fit/match between Clients and Service Providers. These are typically done without advanced notice. If the Coordinator shows up while you are providing services, please continue to work as usual. For TypeWell Transcribers, evaluations may be done at any time by the DHHS Coordinator watching the captioning stream remotely or by an on-site visit.

Feedback

  • Feedback is confidential and commonly given in a private meeting between the evaluator and the Service Provider. The amount and specificity of feedback is based largely on the purpose for the evaluation. Accepting constructive feedback, and incorporating recommendations, leads to greater skill and more effective provision of services.
Required Meetings and Trainings

  • Periodically, the DHHS Coordinator will schedule required meetings. Attendance at these meetings is a condition of employment unless excused by the DHHS Coordinator.
  • Required meetings which exceed 30 minutes are to be recorded using Y-time.

Scheduling

Scheduling of Services is done through the online DHHS scheduling system found at: byu.usked.com

Availability/Unavailability Service Providers’ Responsibility 

  • Service Providers are expected to maintain a current and accurate schedule of availability using the DHHS scheduling system.
  • Inaccurate availability may result in assignments being made for which the Service Provider is not truly available. It could also result in his or her not being assigned to events when she/he is actually available and is otherwise a good match.

Method of Scheduling Weighted Criteria Service Providers are assigned to service requests based on the following weighted criteria: 

  1. Service type(s) provided
  2. Availability
  3. Student preferences
  4. Seniority (and certification level)
  5. Specialized knowledge and education

Guaranteed Hours and Assignment Length Minimums

Guaranteed Hours
Definition and Purpose

  • For Guaranteed Hours, Service Providers are permitted to clock in for the hours assigned to work regardless of whether the student shows up or the class is cancelled.
  • Guaranteed Hours are used to compensate Service Providers for committing to working a specified time and, potentially, turning away other work they could have accepted.
  • Guaranteed Hours go into effect for all regularly scheduled classes the morning of the second working day after the University’s Add/Drop deadline.

Conditions

  • Guaranteed Hours applies to regularly-scheduled classes. DHHS will make every attempt to reschedule Service Providers during the scheduled assignment time. If the Service Provider declines or is unable to take the reassignment, he or she will not be paid for that scheduled time.
  • Guaranteed Hours ends after the last day of regular classes and does not include final exams.
  • Prior to the beginning of Guaranteed Hours, announcements to general end dates as well as modifications to weekly schedules decreasing the course meeting times on a regular basis are considered official schedule changes and allow for providers to accept other work during the times the course is routinely not scheduled to meet. For this reason, those times are not considered Guaranteed Hours. This applies only if it is announced by the university, the college/department, or the instructor or instructor's representative prior to the registration Add/Drop deadline. It does not apply to announcements after the Add/Drop deadline or to isolated dates the course is planned to not meet.
    Examples:
    -If it is announced that a course will end earlier than the regular university's scheduled end of semester/term, Guaranteed Hours extends only to that announced end date.
    -If a class that was scheduled to meet on Mondays, Wednesdays, and Fridays announces that they will only be meeting on Mondays and Fridays, Guaranteed Hours applies only to Mondays and and Fridays.
    -If the instructor informs the class that no class will be held on one or more specific dates falling within the regularly scheduled semester/term, Guaranteed Hours apply to those dates and the service provider is allowed to clock the hours.

Minimum Assignment Length

  • To compensate Service Providers for assignments with duration of less than 60 minutes, a minimum standard billing/clocking of 60 minutes may be applied to shorter work periods. Clock in and out accordingly.

Changes, Time-off, and Substitutions

Changes to Classes

  • If a student’s class changes location, notify the DHHS Coordinator of the change and proceed as needed. If the change is to be long-term or permanent, ensure that the DHHS Coordinator changes the assignment in the scheduling system to prevent miscommunications in the future.
  • If a student’s class changes start or end time, please notify the DHHS Coordinator. If you are still able to provide services, please plan to do so. If the change results in a conflict of time or an overage of maximum hours, please work with the DHHS Coordinator to make arrangements for a change in assignments. If the change will be long-term or permanent, please ensure that the DHHS Coordinator modifies the assignment to reflect the correct time for class.

Incompatibility/Skills Mismatch

  • If, for any reason, a Service Provider believes she or he is unable to adequately provide services for an assignment (such as incompatibility with a student or instructor, or a concern about the subject matter), the Service Provider should discuss the concern(s) with the DHHS Coordinator. Honesty and professionalism is valued and will be respected. Arrangements may be made for a replacement Service Provider, or assistance may be given to aid with and improve the situation.

Time Off and Substitution

  • When time off from work is needed, notify the DHHS Coordinator first to make sure it’s okay and see if there are any providers with Guaranteed Hours during your assignment times.
  • You are responsible to perform due diligence in arranging for substitutions and to communicate those arrangements to the Coordinator. Once you are removed from the assignment(s) in the scheduling program (they disappear from your schedule), your request has been approved.

Sick/Emergencies

  • If you are sick or have an emergency, try to contact the DHHS Coordinator immediately to arrange a replacement to cover your assignment(s).

Please Note that acceptance of an ongoing assignment reflects confirmation that the Service Provider is able to provide the services requested, for the dates and times assigned, unless emergency or unexpected circumstances arise.

Done Early or Assignment Going Overtime

Done Early (possible Change of Assignment)

  • If a class ends early or the student indicates that you are no longer needed (in the case of a test or independent work), and if there are 30 minutes or more left of that scheduled assignment, please contact the DHHS Coordinator to see if you are needed elsewhere or if you may be dismissed. If you are unable to reach the Coordinator after 5 minutes, you are free to go.
  • If a student’s class or scheduled assignment ends early and he or she would like to use the providers for a different event or in a different location during the remainder of the scheduled time, the provider should request clearance from the DHHS Coordinator. If you are unable to reach the coordinator after 5 minutes, you are free to make that determination yourself.

Out Late

  • If an instructor continues beyond the designated time or if a student needs to speak with the instructor after the scheduled end time, you may, at your discretion, remain to provide that service if schedules allow. If you have another obligation, you may leave at the end of the scheduled time.
  • Should you need to leave a class at the scheduled end time and the instructor continues (and there is no team available to stay), please do so with as little disruption to the class as possible, and inform the DHHS Coordinator of the situation as soon as possible.

Preparation, Attendance, and Punctuality

Preparation
Instructor’s Materials

  • You are encouraged to discuss the need for class materials in advance and to obtain a copy of the course syllabus, the class schedule, and a list of texts and reference materials. It is also very helpful to have the instructor add you to Learning Suite as a guest for the specific section for which you provide services.

Paid Prep Time

  • Some activities and events for which services are provided may require a level of preparation greater than customary (ex. artistic performances, student presentations, multi-lingual barriers to communication, etc.). For these circumstances, you may petition to be paid for time spent in preparation.  In uncommon circumstances, paid preparation time may be approved for regularly scheduled classes for which you provide services—individual circumstances must be evaluated and approved by the DHHS Coordinator.
  • Prep Time must be clocked in “real-time” (clocked-in prior to preparing and clocked-out upon completion) using “Y-Time”. Note that time card corrections are not made for prep time.
  • All hours clocked while preparing for a class must be tracked. Once you’ve received approval for paid preparation time, create a Google Sheet and share the link with the DHHS Coordinator. Title it "YOUR NAME Clocked Time". Each time you clock in for preparation, document the date, start time, ending time, and the class for which you prepared. Keep this updated. The DHHS Coordinator will check your Google Sheet throughout the semester as needed.

Annual Training Reimbursement

  • Service Providers who have worked a minimum of 720 hours during the previous 365 days are eligible to receive reimbursement for attending conferences and other formalized training. The reimbursement is to cover the cost of registration, tuition, fees, etc. The DHHS Coordinator must approve conferences and training in advance, and a receipt must be submitted for reimbursement for the approved expenses. A maximum of $200 annually may be paid to each qualifying Service Provider per calendar year for Training and Development.

Attendance and Punctuality
Expectations

  • It is expected of all Service Providers to arrive on time to all assignments.

Notification

  • If you are unable to attend an assignment, notify the DHHS Coordinator as early as possible to make alternate arrangements.
  • If you will be late to an assignment, notify your team and, when necessary, notify your client(s).
  • If scheduling necessitates that a Service Provider arrive late or leave early on a regular basis, notify the instructor and client(s) of the situation and minimize disruption to class proceedings. Be sure the DHHS Coordinator is aware of these circumstances.

Tracking Non-scheduled Time Worked

Tracking Recorded Interpreting Hours Clocked

  • All hours spent interpreting for recorded materials for a class must be tracked. Create a Google Sheet and share the link with the DHHS Coordinator. Title it "YOUR NAME Clocked Time". Each time you clock in for interpreting recorded materials, document the date, start time, ending time, and the class for which you interpreted. Keep this updated. The DHHS Coordinator will check your Google Sheet throughout the semester as needed.

Tracking Hours Clocked Editing or Creating Transcripts

  • All hours spent editing for a class must be tracked. Create a Google Sheet and share the link with the DHHS Coordinator. Title it "YOUR NAME Clocked Time". Each time you clock in for editing transcripts or creating transcripts of recorded matierials, document the date, start time, ending time, and the class for which you transcribed. Keep this updated. The DHHS Coordinator will check your Google Sheet throughout the semester as needed.

Communication Choices

Basis for Communication Choices

  • Service Providers are a bridge to communication. All choices regarding the services provided should be governed by the goals, purposes, and intent of communication. Some considerations a Service Provider is wise to ponder are these: 

Facilitating Equal Access to ALL Pertinent Communication

  • In addition to the primary communication of an event (a lecture or instruction from a professor, for example), clients may wish to have access to other communication and auditory information in the room. Conversations between the client and peers, music playing, and descriptions of audible sounds that appear to have caught the attention of others in the room could be important to the client and should be communicated if the client requests.

Linguistic Preferences (Sign Language Interpreters)

  • Interpreters should converse with clients prior to an event (or prior to the start of class on the first day of a new term/semester) to determine the most suitable linguistic style/mode. Primary consideration should be given to the d/Deaf client when determining these preferences, though input from all parties involved should be taken into account when making communication determinations. Where possible, interpreters are expected to use vernacular and communication styles commonly suited to the topic or event. Additional time spent in preparation may be necessary to acquire the appropriate vocabulary and linguistic skills.

Transcripts
Purpose of Transcripts

  • Providing transcripts to clients is one means of establishing trust and rapport as well as giving additional access to information which may have been missed during the event or class. If the instructor or other key persons involved in the communication exchange request a copy, the Service Provider should provide a digital copy via email. Key persons would include the instructor(s) giving the lecture being captioned, the supervisor conducting the interview being transcribed, etc.

Editing of Transcripts

  • Editing time may be clocked for class transcripts. The amount of time allotted for editing transcripts is 15 minutes per class period. See the DHHS Coordinator if you believe a course and client for which you transcribe would merit additional editing time.

Note: see "Non-scheduled Time Worked" for explanation on tracking hours spend editing transcripts.

Appropriate Interaction and Involvement

Introductions

  • Prior to the start of an assignment, you should introduce yourself to your team, to clients and to others principally involved in the communication of an event (instructor, presenter, counselor, etc.) and offer a brief explanation of the role of Service Providers.
  • Take a moment to answer any questions that arise, and assure those participating that they may ask questions at any point to assist in the communication process.

Exchange of Contact information

  • For ongoing assignments, such as full classes, you are encouraged (but not required) to exchange contact information with your client(s).
  • Personal contact information of clients should only be used for assignment-related purposes. Confidentiality is of the utmost importance.

During Class/Events

  • Your role is to provide communication access. Beyond that, any involvement in events or class proceedings for any other purpose is not professional and is not permitted. It is never appropriate for Service Providers to answer questions posed by the instructor to the class or become personally involved in class proceedings in any way.
  • Conversation with clients and others in attendance is not appropriate except before and after classes or events.
  • If a student asks you a question, you should refer the question to the instructor. If the instructor asks you a question (particularly if it is about the student for whom you’re providing), refer the question to the student. (This does not include questions regarding the process of providing communication services.)
  • Inappropriate involvement in the class beyond the scope of providing communication access may be grounds for immediate dismissal.

Client Absences/No-shows

No Shows and Wait Times

  • Should a client not arrive at the beginning of an assignment, you should wait outside the room (unless doing so would cause a greater distraction) for 15 minutes for assignments up to 60 minutes in length and 20 minutes for assignments greater than 60 minutes in length.
  • After waiting the indicated length of time, contact the DHHS Coordinator to be reassigned or dismissed from work. If you haven’t heard back from the DHHS Coordinator after 5 minutes, you are free to go.

Teaming Effectively

Purpose and Roles of Teaming

  • The purpose of providing more than one Service Provider (a team) for an event is to ensure the health and safety of the Service Providers as well as bolster accurate and effective communication.
  • For this reason, most regular classes are assigned a team of 2 providers. Determination for teaming for non-class service requests is based on duration, complexity, and event type.

The following are guidelines for teaming

  • Servce Providers serve, at all times, as either primary provider or support.
  • The team is jointly responsible for the success of communication.
  • The roles of primary and support Service Provider should be rotated at prearranged intervals.
  • While in the support role, it may be appropriate to get a drink or use the restroom, check text messages, or stretch the body. These activities should be minimized.

Appropriate/Inappropriate Behavior

  • Continuity and integrity of communication is assured when all team members remain alert, attentive, and involved in the communication process.
  • It is not appropriate to take care of personal business, play handheld games, talk on the phone, read books, surf the Internet, or chat with clients or others in attendance.

Support Tasks
Other Tasks for the Support team might include the following:

  1. Holding flashlights
  2. Managing laptops or other equipment
  3. Feeding of words or signs
  4. Taking notes for feedback
  5. Holding visual aids/reference materials (lists, lyrics, transcripts, etc.)
  6. Relaying information from demonstrations, projected images, or the board
  7. Managing environmental interference (noise, visual obstructions, equipment, etc.)

Feedback and other Assistance

  • Feedback is an important part of teaming and of developing professionally. Methods for feedback and other assistance should be discussed between the Service Provider team to determine, in advance, ways to work together and personal preferences.

Visitors to Classes/Assignments

  • In keeping with university policy, and to maintain the confidentiality and trust of clients along with the faculty and staff of the university, visitors accompanying providers to assignments are prohibited unless first cleared through the Coordinator.

Link to Policies and Procedures Agreement form for Service Providers.