Lost in Interpretation: Private Equitys Capture of a Vital Sign Language Translation Tool

The report details how the US Video Relay Service (VRS) market is dominated by two private equity-owned firms, Sorenson Communications and ZP Better Together, which are reimbursed by the FCC. It argues that despite significant FCC rate increases in 2023, these funds have not translated into meaningful wage growth or improved working conditions for ASL interpreters, who face high levels of burnout and psychological distress. The document highlights gaps in FCC oversight regarding company certifications and debt loads, and documents a history of labor disputes, union-busting, and the use of forced arbitration at ZP Better Together.

• The US Video Relay Service (VRS) market is effectively a duopoly controlled by two private equity-owned companies: Sorenson Communications (owned by Ariel Alternatives) and ZP Better Together (owned by Kinderhook Industries and backed by The Carlyle Group).
• VRS interpreters experience extreme occupational stress, including vicarious trauma and physical strain, which leads to high turnover and psychological distress exceeding that of most other occupations.
• Despite the FCC increasing reimbursement rates by 30% to 49% in October 2023 and estimating that interpreter wages would rise by 65% over five years, workers at the dominant firms have seen only modest cost-of-living adjustments.
• The FCC has significant oversight gaps, including allowing the two largest providers to operate under repeatedly extended conditional certifications without a clear timeframe for full certification.
• ZP Better Together has a documented history of labor violations, including settling 21 unfair labor practices prior to Kinderhook's acquisition and facing NLRB orders to cease behaviors violating employees' right to freedom of association.
• ZP Better Together has utilized forced arbitration agreements and closed call centers in Minnesota in January 2024, which workers claim occurred just hours before scheduled meetings with the Communications Workers of America.

APA

Private Equity Stakeholder Project (2024). Lost in Interpretation: Private Equitys Capture of a Vital Sign Language Translation Tool. https://pestakeholder.org/reports/lost-in-interpretation-private-equitys-capture-of-a-vital-sign-language-translation-tool/

Chicago

Private Equity Stakeholder Project. Lost in Interpretation: Private Equitys Capture of a Vital Sign Language Translation Tool. 2024. https://pestakeholder.org/reports/lost-in-interpretation-private-equitys-capture-of-a-vital-sign-language-translation-tool/.

Wikipedia

{{cite report |author=Private Equity Stakeholder Project |title=Lost in Interpretation: Private Equitys Capture of a Vital Sign Language Translation Tool |date=7 August 2024 |url=https://pestakeholder.org/reports/lost-in-interpretation-private-equitys-capture-of-a-vital-sign-language-translation-tool/ |access-date=23 October 2026 |via=Climate Insights Directory}}

BibTeX

@techreport{privateequitystakeholderproject2024lost, author = {{Private Equity Stakeholder Project}}, title = {{Lost in Interpretation: Private Equitys Capture of a Vital Sign Language Translation Tool}}, institution = {Private Equity Stakeholder Project}, year = {2024}, month = aug, url = {https://pestakeholder.org/reports/lost-in-interpretation-private-equitys-capture-of-a-vital-sign-language-translation-tool/}, urldate = {2026-10-23}, note = {Indexed by Climate Insights Directory} }