Trailblazer Business Profiles: See the need and respond

Lisa Campbell intrepreting for President Obama (2008). Photo: ACD

What do President Obama, Governor Crist (FL), Governor Schwarzenegger (CA), and Mayor Alvarez (Miami/Dade County, FL) all have in common? They were interpreted by someone from her firm.

A large part of starting a successful business is to be acutely aware of where there is a need, and then responding by filling the need with our product or service. There are many of examples of this in the marketplace; however, I recently had the opportunity to visit with a successful business owner who has done just that. Lisa Campbell served as a freelance interpreter for several years and noticed that there was a need for higher quality and consistency of service in interpreting for the Deaf community.

 She says that one thing that has contributed to her success is that “I like making people happy and satisfied with my service. Being in a service industry, you need to offer good service and be committed to the needs of the Deaf community.” 

Lisa Campbell and Governor Crist (FL). Photo: ACD

However, on many occasions, she observed that interpreters would show up either late or sometimes not at all. Campbell, owner of Florida-based Accessible Communication for the Deaf (ACD), said “I decided to open my own Sign Language Interpreter Referral Agency after seeing the need in the industry to have good, qualified sign language interpreters that offer the highest quality interpreting service.” She also shared that “Deaf is not just a loss of hearing. It is a culture. This is why the ‘D’ in deaf is capitalized. You have to be committed to serving the needs of the community” 

Since opening in 2003, Campbell’s company has received several accolades and letters of recommendation from Miami-Dade County’s (FL) Office of ADA Coordination and County Auditorium, among others. On this past Friday, ACD was awarded a new contract with the Center for Independent Living in Broward County (FL) after them seeing one of her interpreters in action. 

Governer Schwarzeneggar and Jodi Raffoul. Photo: ACD

When I inquired of Brian Campbell, husband of Campbell and co-owner of ACD, what has been an obstacle that they had to overcome in order to make their business a success is realizing, “the amount of commitment that it takes, and learning the balance between business and your family. Mutual respect for each other has helped our partnership to work”

Turning challenges into opportunity
Lisa Campbell noticed that many clients who needed an interpreter quickly (within minutes) and for short periods were underserved. Also those who were in remote areas had trouble accessing an interpreter. Campbell saw a tremendous opportunity in filling this need with their new Video Relay Interpreting (VRI) division. It presents a quick and easy way to get an interpreter in an emergency situation.

Lisa Campbell and Miami Dade County Mayor Carlos Alvarez. Photo: ACD

For example, they recently received a request for VRI from a hospital in Virginia. The client has almost immediate access and only pays per minute, whereas onsite interpreters have a 2-hour minimum and it usually takes 1-2 hours to get one onsite. Although this is a great benefit to clients, it has its limitations, so it is not a replacement for traditional interpreting. This is because VRI doesn’t work as well for long periods or for highly visual signers such as those who not from the US. 

Brian Campbell also mentioned that the possible effects of the Gulf Oil Spill has some of their clients concerned about what will happen, but he doesn’t anticipate it having a major negative impact on their business.

Brian and Lisa Campbell

In order to keep their business growing, Campbell’s firm recently assembling a marketing team to help get new client contracts. She says that her foundation is the same, “Keeping our services on top is key. Interpreters who are certified and qualified with a professional attitude.”

About Lisa Campbell and ACD - Campbell's first contact with sign language was in her home country of Jamaica. She was encouraged by her father to learn ASL and learned from the book, The Joy of Signing. She was also was married to a Deaf person where she was able to learn more about the culture during the marriage. Years later, she started her agency in 2003. ACD is a Sign Language Interpreter Referral Agency with two locations in south Florida including Fort Lauderdale and Tampa Bay, FL.