ACCESS TO INFORMATION IN EMERGENCIES
#111TXT – Participants noted that access to the 111 text service is out-of-date and many Deaf cannot access the service easily, putting Deaf lives at risk. Secondly, the 111 TXT service does not allow for access in NZSL, which affects accessibility and heightens the risk of error and delay.
#DisasterPlan – Participants highlighted the need for national disaster management plans tailored for specific crises that take into account how each government department responds to Deaf people. Different crises have different management approaches. For example, during earthquakes and fires, face-to-face NZSL access is more appropriate. Online access would be more suitable for the COVID-19 pandemic. Strategic planning could be consolidated on experience and lessons learnt from previous disasters concerning Deaf people in New Zealand. The Christchurch earthquakes are an example. Currently Deaf have to assume adaptations to existing plans.
#MissedInfo – Deaf people with limited exposure to the news and the Internet were often caught out with no prior warning of the imminent lockdown, feeling shocked, confused and anxious. Anecdotes of Deaf people going to the airport to catch a flight only to be turned away were shared by participants.
#Timing – It was felt there was a disconnect between the Deaf community needing information promptly and the government delivering it accessibly. Deaf people reported wanting urgent information more quickly in emergencies, with a lot of NZSL information outside of the NZSL interpretations on television being too slow to be provided through formal channels. For instance, in some cases, Level 3 information was finally provided just as the country was moving down to Level 2.
#NoAlternatives – There were concerns about the heavy emphasis on Facebook, with virtually no alternative way to receive information or not being aware of alternative information sites. Texting, websites, and email are still considered valuable to the Deaf community. Lots of people were not aware of COVID translations as some did not have a Facebook account or the posts quickly disappeared online. Invaluable information outlets such as the COVIDNZSL.INFO website were not supported by, or promoted through, prominent Deaf community service organisation email newsletters due to those organisations perceiving such websites as being in ‘competition’ with their own initiatives.
#InfoHub – A number of participants felt the Office for Disability Issues’ ‘New Zealand Sign Language Online Hub’ was not fit for purpose and needed a complete overhaul. Many wanted more information in one place; one that provided clearer, regular, up-to-date and impartial information in NZSL. Some mentioned that there is currently no formal independent NZSL media outlet to address the needs of the Deaf community.
#NZGovernment – Many said that the government’s alert system plans were simple, consequences quick to understand and instructions easy to digest and follow. It held the space for some ambiguity while the government was trying to find answers. It also managed to reassure the population simultaneously, checking in with our wellbeing needs and remaining optimistic. Metaphors were useful for progressing abstract information; for example, Jacinda referred to a gradual descent from the lockdown to Level 1 as equivalent to walking down the mountain cautiously. These worked well.
#DeafInterpreters – Many Deaf people (and some hearing people) translated information on a voluntary basis and shared their videos online. The use of Deaf interpreters to translate information in culturally appropriate ways is a consideration for future media work.
#DeafWellbeing – There were also concerns that services were too slow to adapt to NZSL use. It took six weeks before Healthline was made accessible but there was no substantial access to qualified counselling in NZSL. Requests for counselling and therapy rose during lockdown, with one Deaf volunteer reporting approximately four to five requests per week. One of the issues was not knowing how to ask for a counselling referral via WINZ nor receiving support with paperwork. Some mentioned that counselling concepts were not tailored to a Deaf person and they needed more remedial life-coaching because counselling concepts were new and often difficult to understand for some Deaf people.
INTERNET ACCESS & SUPPORT
#LocatingDeaf – People were concerned about those missing out on information during the state of emergency due to lack of internet access or having minimal data, or a lack of family and/or friend support. Others mentioned a large number of Deaf people being isolated and not having access to information normally disseminated through the Deaf community. Desire was expressed for better data on the whereabouts, numbers and details of Deaf people in New Zealand.
#DigitalDivide – There were repeated concerns about Deaf people, especially senior Deaf citizens, and Deaf youth from lower socio-economic families being left behind in the digital divide. Numerous Deaf people did not have access to the appropriate equipment or the required internet data to participate online. Wellington Deaf Society applied for funding for iPads to provide to members that were in need. There were stories of Deaf people visiting other Deaf people during lockdown because they needed Wi-Fi or going without the Internet and being cut off from information because they could not afford any more data. Other Deaf felt forced to entrust others with their PIN to pay shopping or household bills. Participants felt that there ought to be reasonably priced data packages for Deaf people especially in emergency situations. Others felt that there needed to be more support to learn how to access online services such as the Video Interpreting Service.
#Volunteers – There was a huge rise of volunteers supporting Deaf people in crisis during the COVID-19 lockdown. Some volunteers intervened for Deaf people in crisis when appropriate, referring complex cases to the appropriate authorities. One volunteer had to support a Deaf person through COVID testing because they were not able to receive information in NZSL at the testing centre, placing the volunteer’s health at risk. An Auckland Deaf community group established a temporary volunteer service to check on vulnerable Deaf people, delivering groceries and moral support. Some national community groups, including those that are faith-affiliated, converged quickly and remained connected online, proffering informal check-ups on each other. However these were isolated initiatives and there was no national plan or strategy for this Deaf wellbeing initiative. Participants mentioned wanting regular and personalised check-ins for vulnerable persons.
#FacetoFace – Many felt that the current social welfare system was not set up to support Deaf people appropriately, and needed to be changed to accommodate Deaf people with more face-to-face and on the ground support from social workers, something the system no longer seems to offer. Staff in some regions were exceptional, going the extra mile. Upskilling of facilitators and some flexibility of their policies were identified as restoring the faith and confidence of their Deaf clientele. However many Deaf people were turned away because of an inflexible policy which didn’t cater to their particular welfare need, thus forcing them away from the organisation to a more accommodating mainstream service provider, with the Citizens Advisory Bureau the most notable.
Access – Recommendations
- A nationwide Deaf internet survey as well as deeper, accurate and up-to-date demographic statistics on Deaf people in New Zealand, and their needs.
- Training to bridge the digital divide: funding for training for Deaf people to learn how to use online technology; and support to obtain better internet speed at affordable prices especially since NZSL videos take up a lot of data. (This is more likely to be in the form of some kind of subsidy if an industry deal cannot be reached).
- Clear etiquette for online communication and interaction. Developing etiquette on how to communicate and participate with courtesy for others would be a useful guide for us to respect each other, allow us to agree to disagree appropriately and have healthy debates.
- Broadcasting statutory information to all pockets of the community in all formats should be mandatory. If it is important enough to distribute in English, then it is important enough to make it available in our official language.
- Permanent NZSL interpretation on the news and at the Prime Minister’s press conferences.
- Permanent television channel for the Deaf community, a platform for Deaf access and NZSL exposure to wider society, to normalise the language for everyone to learn and access to.
- Clear national disaster management plans for Deaf people. Have a Deaf community crisis plan suitable for a variety of situations, and make the plan known and supported by the wider community, developed with consultation.
- NZSL video interpreting or NZSL online is an opportunity in emergency situations where face-to-face contact may be risky, however its use should be moderated and guidelines created for clarifying when online interpreting is and is not appropriate.
- Modernise the 111 text service which is operating on out-of-date technology, enabling participants to feel safer. Secondly, the 111 text service currently does not give access to Deaf people using their preferred language. Having the option to access emergency services directly in NZSL may cut down response rates and improve accuracy especially when it is important to get it right at crucial times.
NZ Deaf Community: What do we want in a Post-COVID World? Working towards a stronger and kinder Deaf community. 