BRASIL – INSS em Maceió passa a oferecer atendimento em Libras, via central virtual, para usuários surdos

Instituto Nacional do Seguro Social (INSS) in Maceió, Alagoas starts offering virtual assistance in Brazilian Sign Language (Libras) for deaf users. This initiative, published in the Official Gazette of the Union, is a pilot project to expand accessibility in the service and may be expanded from February 2024.

The Remote Assistance Service in Libras (AteliBr) needs to be scheduled by beneficiaries at the Arapiraca and Tabuleiro do Martins agencies, through the My INSS app or website, or by the 135 Call Center. The service provided by the Libras Assistance Center (CAL) through video calls requires the CPF holder to personally attend the Social Security agency at the scheduled date and time.

The service is only available for matters related to deaf or hearing-impaired beneficiaries and lasts up to 60 minutes, with a tolerance of an additional 15 minutes. An employee will be available to assist with call connection, document scanning, sending, and printing of necessary protocols or other documents.

The pilot project will last for 180 days and will be evaluated before being definitively implemented. From February 2024, other agencies in the country may participate in the second phase of the experience.

Currently, all INSS agencies are prepared to receive deaf or hearing-impaired people accompanied by a sign language interpreter or translator. Some locations also have staff trained for in-person assistance.

This initiative represents a significant step in the direction of inclusion and accessibility for the deaf community in Brazil, removing barriers that have traditionally made it difficult for them to access essential services. The use of virtual platforms to provide sign language assistance represents an innovative way to meet the needs of this specific group of users, and the potential expansion of this service to other agencies across the country is a promising development for the future of accessibility within the INSS.

It is important to note the positive impact that the implementation of this service can have on the lives of deaf and hearing-impaired individuals, facilitating access to the benefits and services provided by the INSS and contributing to a more inclusive society. The pilot project will serve as a crucial stage in evaluating the effectiveness and practicality of the virtual assistance in Libras, informing future decisions regarding the expansion of this service.