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Interpreter Training - PDF FINAL ONE

The document provides guidance for interpreters on managing phone calls, including initiating calls, professional conduct, emergency calls, holding time, and dropped calls. Interpreters are instructed to introduce themselves, maintain confidentiality and impartiality, clarify statements, and disconnect or advise clients to call back if representatives drop from long holds.

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Stevenson Clermont
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21 views11 pages

Interpreter Training - PDF FINAL ONE

The document provides guidance for interpreters on managing phone calls, including initiating calls, professional conduct, emergency calls, holding time, and dropped calls. Interpreters are instructed to introduce themselves, maintain confidentiality and impartiality, clarify statements, and disconnect or advise clients to call back if representatives drop from long holds.

Uploaded by

Stevenson Clermont
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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INTERPRETER TRAINING

How to Manage Calls


New Interpreter Orientation
• Initiating the Call
• Do’s and Don’ts
• Third Party Dial-Outs
• Professional Code of Conduct
• General Interventions
• 911 Emergency
• Hold Time/Dropped Calls
• Questions
Initiating the Call
Close Call
Thank you for calling,
this is your
(language) interpreter,
to Client​ (name) (ID), signing
off.
To LEP
To Client Hello, I will be your
“ We may proceed…”
[LANGUAGE]
Hello, My name is ___, interpreter.
my interpreter ID is____ Everything you say
and I will be your will stay
[LANGUAGE] interpreter. confidential. Please
Please speak in clear speak in clear, short
and short sentences so that I
sentences so that I can can interpret
interpret everything everything accurately.
accurately how may
I assist you?
Do’s and Don’ts
ü Always interpret in 1st person
ü Use formal form of “You” when addressing someone in native
language
ü Keep same level of speech as the speaker.
ü Interpret all filler words such as: well, you know, ok, etc.
ü Speak loud and clear
ü Display professionalism
ü Remember the gender of speaker
ü Follow the story and concentrate during the call.
ü Wait a moment before you start interpreting to avoid overlapping.

v Don’t add or omit any part of the message


v Don’t change the meaning
v No strange noises on the line (sneeze, yawn, etc.). Use the mute
button.
v Avoid using double interpretation of same statement
v If you don’t know, check first.
v Don’t have conversations with the parties.
Third Party Dial-Outs
When we get a call and the client states “No” after we ask “Is your client
present?” Always we proceed to ask, “How may I help you?” If they ask
us to call their client (the LEP), we have a script for that which we may
repeat to them.

• “May I please have the name of the


1 person being dialed and phone
number?”

• “How would you like to be


2 introduced?”

• “If we were to receive a voicemail


3 any message and call back number
you would like to be left?”
Professional Code of Conduct
• Accuracy; thoroughly and faithfully render the source language,
omitting and adding nothing, conserving the tone and spirit of
the source message.
• Cultural sensitivity; be culturally competent, sensitive, and
respectful.
• Confidentiality; must not divulge any information obtained
through assignments. Will not publicly discuss, report, or offer
opinion concerning matters in which they may have been involved.
• Non-discrimination; against anyone regardless anything (sex,
gender, origin, etc.).
• Transparency; must disclose any real or perceived conflict of
interests which would affect objectivity.
General Interventions
Since we are always speaking in the First Person we must be
careful to specify who needs the clarification or repetitions when
interpreting.

THIS IS YOUR INTERPRETER….


• If statement is no more than 3 or 4 words
• You may speak to LEP then inform Client
• If statement is a sentence long or more
• You may ask permission first from the client
• Too much information
• Wait for a chance to interject and request a moment
• Breakdown
• When specific information is needed or broken down
911 Emergency
911 will be categorized as one of two, Emergency call and None
Emergency call.
Regular Call Introduction “This is your (Language) interpreter
(Name), I.D (No.), How may I help you?” will always be given,
even if CSR provides a prior introduction, though if dispatch
interrupts the interpreter is to follow dispatch’s instructions. The
interpreter will verify the information requested by dispatch.

If the LEP provides a different response from what’s being asked


during Emergency situation the interpreter will redirect the LEP, in
order to obtain a hasty response, without the need to request for
permission from dispatch to do so.

If LEP provides additional, none relevant information, the


interpreter will (as politely as the situation allows) halt the LEP
and provide dispatch with requested information. During
Emergency 911 situation there will be no need to request
permission to obtain repetitions or clarification, this will still need
to be handled with professional mannerism, determined by the
pace of the call.

10 minute hold policy is not applicable if dispatch request hold.


Hold Time/Dropped Calls
If the interpreter is asked to hold on the
line by the Client for an undisclosed
amount of time, the interpreter is to
acknowledge and hold.

To Client
“Do I have (name of the rep) on the line?”

To Client
“I would like to advise that in order to avoid overbilling due
to a long hold, at this moment I will have to disconnect from
the line. I will now brief your client then proceed to
disconnect”

To LEP
“This is your Interpreter. I will have to disconnect from the
call, please continue to wait and a new interpreter will be
brought on to the line to assist you.”
HOLD TIME/DROPPED CALLS
IF A CALL COMES IN AND ONLY LEP IS ON THE LINE, OR CLIENT PATCHES
INTERPRETER OVER TO THE LEP AND SEEMS TO HAVE DROPPED FROM THE LINE,
PROCEED TO NOTIFY LEP IN THEIR NATIVE LANGUAGE THE FOLLOWING.

To LEP
“The Interpreter will verify that the representative is still on the line”.
To Client
“This is your interpreter; do we have (clients name or the English-speaking
representative) on the line?”
To LEP
“I’m currently unable to hear the representative on the line, let’s allow a few
moments, in case they are experiencing audio Issues”.
To Client
“This is your Interpreter, as there has been no response, I’ll instruct your client of a
possible disconnect and request for them to call back”.
To LEP
"This is your interpreter, it appears the representative is no longer with us, I strongly
advise you to dial again. I apologize for this inconvenience.
QUESTIONS?

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