Communication Access Coordination 

When requests are received for an interpreter or captioner, the process may seem as simple as plugging in a provider to fill the spot. In reality, it’s much more than that. Behind every successful assignment is a skilled coordinator making dozens of decisions, solving challenges, and ensuring the right fit between client, provider, and consumer. We asked our Communication Access Coordinators to share their insights on what goes into creating seamless, high-quality interpreting and captioning experiences. 

Step One: Setting the Foundation 

The first step in coordinating a request is all about gathering details and building trust. Coordinators carefully review every request form, checking the date, time, location, service type, and any consumer preferences, and start by personally introducing themselves to the client to open the door for collaboration. 

This step is essential because it ensures nothing falls through the cracks and helps set the tone for a smooth experience. As one coordinator put it: 

“Without a good introduction and a good foundation, the client may not know to share prep materials or important context. We want to start strong.” 

Matching the Right Provider 

Finding the perfect provider is part science, part art—and it’s one of the most important parts of the coordination process. Coordinators weigh multiple factors, starting with the consumer’s stated needs and preferences. Some consumers may have interpreter exclusions, while others thrive with specific interpreting styles. From there, coordinators look at the qualifications and skillsets of available providers. 

Specialization matters. For example, a medical appointment may require an interpreter familiar with clinical terminology, while a legal deposition might call for someone with courtroom experience and legal vocabulary expertise. In academic settings, coordinators look for interpreters who can handle advanced math, engineering, or other technical subjects, so that the interpreter can keep pace with the professor and help the student stay fully engaged. 

But it’s not only about subject matter expertise. Coordinators also consider soft skills and interpersonal dynamics. Some assignments, like mental health counseling, require providers who are sensitive, empathetic, and comfortable with emotionally charged conversations. Others, like large conferences, may need interpreters who thrive in high-visibility environments with big audiences and fast-paced agendas. 

And finally, logistics come into play. Coordinators balance experience and skill with provider availability, location, and travel considerations. As one coordinator explained: “We prioritize qualifications and assignment-specific requirements first. Once the qualified candidates are identified, we check availability within that pool. This ensures the best possible match both in terms of expertise and schedule alignment.” 

In short, matching the right provider is never a one-size-fits-all decision. It’s about pairing the right skillset with the right assignment so that communication flows seamlessly—and so that both the consumer and the provider feel supported. 

Common Challenges—and Creative Solutions 

If coordination sounds complex, that’s because it is. Even with careful planning, unexpected obstacles can arise. Among the most common challenges are: 

• Limited availability of providers: With only about 10,000 certified ASL interpreters serving an estimated 500,000 Deaf individuals nationwide, demand often outweighs supply—especially for niche assignments or during peak times like the start of a school semester. Captioners also book quickly, particularly for specialized technical or academic content. 

• Last-minute or incomplete requests: Sometimes a request comes in without critical information such as prep materials, exact location, or consumer preferences. Without these details, matching the right provider becomes more difficult. Coordinators do their best to gather what’s missing, but when time is short, flexibility is key. 

• Onsite vs. virtual considerations: In some cases, consumers prefer onsite interpreting, but there may not be a qualified interpreter available nearby, or the client may not be able to cover travel costs. Coordinators navigate these situations carefully, presenting options such as rescheduling, pre-approving travel time, or offering VRI (Video Remote Interpreting) when appropriate. 

• Geography and scheduling hurdles: In rural areas or small cities, the interpreting pool may be especially limited. For multi-day events or recurring assignments, finding a consistent team of providers who are both qualified and available can be a puzzle in itself. 

Despite these hurdles, coordinators are masters of problem-solving. They rely on open communication with clients and providers, creative scheduling, and strong relationships built over time. One coordinator shared: 

“We rely on our team and our providers to collaborate with us. If something doesn’t work, we pivot quickly—whether that’s rearranging schedules, expanding our search, or switching to virtual solutions. Flexibility and proactive thinking are key to making it all work.” 

Even when challenges arise, the focus never shifts away from the end goal: ensuring the Deaf or hard-of-hearing consumer has equitable, high-quality access to communication. 

When Coordination Truly Makes a Difference 

Careful coordination can transform an experience. One coordinator recalled a high-profile conference on Native American and tribal content: by gathering extensive prep materials and assigning culturally knowledgeable providers, the event ran seamlessly and left the client thrilled. 

Another shared the story of an MBA student’s international study program, where interpreters were scheduled across four countries and multiple time zones—an extraordinary feat that enabled full participation. Similarly, during the pandemic, specialized interpreters for a Deaf student in a video game development program helped lead to long-term employment opportunities. 

Even in everyday academic settings, thoughtful coordination matters. Hours of behind-the-scenes preparation go into matching the right interpreter with the right student. As one coordinator noted: “We know this can heavily impact a student’s overall experience. The hard work is worth it when we see students and interpreters set up for success.” 

What Coordinators Wish Clients Knew 

Above all, our coordinators wish clients understood one thing: details and timely communication matter. The more context provided up front—such as prep materials, content details, and consumer preferences—the smoother the process and the better the outcome. 

Providers often book weeks or months in advance, and holding dates requires confirmed approvals. Coordinators encourage clients to see the process as a partnership, one where collaboration and planning ahead make all the difference. 

As one coordinator summed it up: “We’re all on the same team. The goal is always the same: to make conversations happen.” 

The Heart of Coordination 

Behind every request is a coordinator balancing logistics, relationships, and problem-solving with one mission in mind: to ensure Deaf and hard-of-hearing individuals have equal access to communication. Their work may often be unseen, but the impact is felt in every conversation, every class, and every event where communication flows smoothly. 

The role requires a unique mix of skills: attention to detail, cultural sensitivity, quick decision-making, and a deep understanding of both the interpreting/captioning profession and the diverse needs of consumers. Coordinators must be proactive yet adaptable, knowing that no two requests are ever exactly the same. Some days, that means piecing together coverage across multiple time zones; other days, it means finding a provider who can handle highly technical content or emotionally sensitive subject matter. 

Equally important is the human side of the job. Coordinators act as the bridge between clients, consumers, and providers—building trust, fostering collaboration, and ensuring everyone feels supported. Their work is not only logistical but relational: the tone they set at the beginning of a request often shapes the entire experience. By anticipating needs, maintaining clear communication, and championing accessibility, coordinators create the conditions for success. 

In short, the heart of coordination is service—working behind the scenes to make sure that every Deaf or hard-of-hearing individual has the same opportunity to participate, contribute, and connect as anyone else. 

Communication access coordination is a complex, detail-driven process, but at its core, it’s about people. It’s about ensuring that conversations happen, that classrooms are inclusive, that conferences are accessible, and that every interaction is equitable. Our coordinators are more than schedulers—they are partners, advocates, and problem-solvers who make accessibility possible every single day. 

The next time you see an interpreter on stage or captions on a screen, know that a coordinator’s careful planning helped make that moment possible. Their behind-the-scenes work may not always be visible, but its impact is lasting—and it’s what keeps true communication access within reach for all.