Protocol

Guidelines
Instructions for interpreter 3rd party dial out and transferring a call to an agent.

Historically, Language Link transferred callers to a customer service agent if the caller required a dial out
to an (3rd Party) Limited English proficiency individual(s). Once the agent acquired an interpreter, the
agent would dial to a 3rd Party and connect the 3rd Party to the client and interpreter by creating a
conference.

Telephone Controls tab allows interpreters to call the 3rd Party or transfer a call to a Language
Link agent using the interpreter portal on behalf of the client.

Language Link clients will be prompted to enter a 3rd party number during IVR intake, and if the
client chooses to enter a phone number, the IVR will ask to confirm the phone number before
continuing. The phone system will then create a conference by dialing out to an interpreter of the
selected language, and the interpreter will see the phone number entered in the IVR by the client.

Instructions for third party call:

**Before providing the dial out introduction please make sure you have pressed F5, to refresh portal and
to make sure you are viewing the information already entered by client. If doing this does not work, and
you realize client wishes a call out, but the system did not display the number after pressing F5, please
report to your supervisor with screenshot of the issue. **

If the screen shows a 3rd Party Number, please use the following script to greet the English-speaking
caller:

"This is your (language) interpreter (first name) ID # ________.

Will this call require a dial out to: (Telephone number)-visible in 3rd Party Number: Field?

o What is the name of the person we are dialing today?

o Would you like me to leave a message if the call goes to voice mail?
o Any other information before proceeding with the dial out?

Once you have confirmed the information above, ask the client if they are okay with the interpreter
issuing pre-session script once LEP responds.
Pre-Session Instructions:
Use the following script to greet the English-speaking caller:

To the English-speaking rep:

• IF your client answers, may I proceed to greet them and explain that:
o I will be interpreting everything that is said
o All information discussed will be kept confidential,
o And that to guarantee quality, they would need to speak in complete, but short
phrases.”

To the LEP (in the target language)

• "Greetings! I will be interpreting everything that is said. All information will keep it confidential,
but to guarantee quality, I would like to ask for you to please speak in complete thoughts and in
short phrases.”

Interpreters should always keep in mind that the client must give the consent or should acknowledge
before the interpreter provides the pre-session greeting to LEPP.

This pre-session is to be issued at the beginning of each right after interpreter confirms dial-out
instructions. The exceptions are:

• On 911 calls:
o Live agents will advise as usual, prior to forwarding the call.
Interpreter go ahead. Or Interpreter ID 12345 is on the line please go ahead.

o IVR calls will now be giving alert on these **the alert will be 4 tones followed by, “This
is a 911 call, interpreter please introduce yourself”.

• When client opts out of pre-session, at which point you provide the general greeting:” how may
I help you?”

Opting out examples: E.g. “No, interpreter. I do not want you to say that.” Or “Interpreter, I need you to
inform the client (LEPP) only the part about the confidentiality. Do not tell him/her to speak in short
sentences.” Another example could be: “Interpreter go right ahead and ask her for her name, and
address”. Whenever interpreter receives a clear instruction from client regarding how to move

Closing Greeting: "Thank you for calling, this is your (language) interpreter (first name) ID # ________,
signing off”
Begin the 3rd Party dial out
1. Once all information is confirmed, dial the phone number by clicking the dial button and you will
hear “Dialing 3rd Party” announcement. NOTE: You will hear silence until the call is connected or
has failed.
2. A “Connected” announcement will be heard when the call connects, you can introduce yourself
and notify the 3rd Party that the conversation will be confidential and to please speak in complete
thoughts and short phrases.
Action Scenarios:

Successful 3rd Party dial out

Once a 3rd Party dial out is initiated by pressing the Green Dial button, the caller and Interpreter
will both hear an audible “Dialing Third Party” announcement. The Interpreter dashboard will also
display a “Dialing” status:

If the dial out was successful, the caller and interpreter will hear “Connected”, and the
Interpreter dashboard will display a “Connected” status.
 If the call becomes disconnected by hanging up, or if a disconnect signal is received from the
remote end of the connected 3rd Party, a “3rd Party Disconnected” announcement will be played to the
caller and interpreter, and the interpreter dashboard will show a “Disconnected” status.

Dial out failed:

If the dial out failed the caller and interpreter will both hear the announcement “Call failed to
connect to 3rd Party”, and the interpreter dashboard will show a “Failed” status.

If the call has failed- notify the client that the call did not go through, and ask the client if they would like
to attempt a different phone number or try the same phone number again.

Client Requests Non-Domestic Dial out:

If the client wishes to have a dial out outside of the domestic US boundary to countries like
Canada, Bahamas, or Puerto Rico for example, the client will need to be transferred to a call center
agent to complete the dial out as an announcement “Cannot complete non-domestic dial out” will be
heard.

Dial outs to the following countries will require the call to be transferred to an agent:

American Samoa - +1 684

Anguilla - +1 264
Antigua and Barbuda - +1 268
Bahamas - +1 242
Barbados - +1 246
Bermuda - +1 441
British Virgin Islands - +1 284
Canada
Cayman Islands - +1 345
Dominica - +1 767
Dominican Republic - +1 809, +1 829, +1 849
Grenada - +1 473
Guam - +1 671
Jamaica - +1 876
Montserrat - +1 664
 Northern Mariana Islands - +1 670
Puerto Rico - +1 787, +1 939
Saint Kitts and Nevis - +1 869
Saint Lucia - +1 758
Saint Vincent and the Grenadines - +1 784
Sint Maarten[4] - +1 721
Trinidad and Tobago - +1 868
Turks and Caicos Islands - +1 649
United States Virgin Islands - +1 340

Cannot reach the 3rd Party or issues dialing out:

In the event the 3rd Party cannot be reached, you can offer Agent-customer assistance to the
client. Should the client need further assistance with connecting a 3rd Party or in the event that the
wrong language was selected in the IVR, you can use the ‘Transfer to Agent’ option.

1. Ask the client if they would like to be transferred to an agent for further assistance.
2. Upon the clients confirmation, transfer the caller to the agent by pressing “Transfer to Agent”
3. Confirm the transfer confirmation pop up.

Transfer to Agent Pop Up Confirmation:

If Client requests that a conference bridge number is dialed in or the interpreter joins
a Zoom meeting via a meeting code:

The interpreter will need to kindly explain that they need to transfer the client back because with
conference bridges it is often not the caller who needs the interpreter, but other people in the meeting
needing the interpreter, most often callers disconnect and need the interpreters to be dialed into the
conference bridges. When clients disconnect from interpreters, it ends the call/billing. Therefore,
interpreters must inform clients that they must chose the option for the operator when a conference
bridge is needed (this is the same for WebEx, Zoom, Meets, Teams, etc.):

“I apologize for the inconvenience; at this time, I will need to transfer you back to an agent. Please
inform them that you need a conference bridge, and they will be able to connect you with a new
interpreter as well as the meeting you need to join”

Addendum:

(This is information is here to help the interpreters understand the reason why they cannot dial
themselves into a conference bridge. This information is not meant to be shared with client).

WebEx meetings work much like 3rd party calls. When the client calls in for services and enter the
automated system, they will want to select “1” when prompted whether a 3rd party call is needed.
They will enter the 10-digit dial in # for the WebEx meeting. However, when prompted for the language
selection, regardless of the language needed, they will need to select option “9” to be directed to the
call center. Once the live CSR answers, the client will want to inform the agent that they have a need for
a “conference bridge”. By using the term “conference bridge”, it will alert our agents to the need. Our
agents will gather the language needed, along with the meeting access code/PIN and have the caller
disconnect. They will then dial the interpreter into the WebEx meeting. Our interpreters cannot dial
themselves into a WebEx meeting, so it is important that your staff select option 9 when prompted for
the language selection, regardless of the language needed.
If Client is not allowed 3rd party calls, interpreter will see a red message on portal informing
them that client is not authorized for said request.

If the client asks the interpreter, the interpreter will see that this not authorized and should proceed to
transfer back to agent or, in the event this is not possible, ask client to hold for further assistance after
the interpreter disconnects.

Standard
instructions
only

Interpreter is
notified of the
client’s 3rd
party status
If the both the interpreter and client are allowed 3rd party calls,

3rd party
instructions
only

Interpreter
can clearly
see 3 party
calls are
allowed

If the interpreter is not allowed 3 party calls…

Standard
instructions
only

Interpreter is
notified of
their 3rd party
status
What to do if Dial Out-Transfer options are not available?

Whenever interpreter finds that they are not able to assist with dial out or transfer to an agent, and
client still requires assistance, the interpreter should avoid asking clients to call back. if the interpreter
finds that they are having irremediable issues that prevent them from assisting with dialing out or if they
cannot transfer back to agent, or when client is not authorized for a third-party but is asking interpreter
to place it, we want to make sure interpreters know to advise client to please wait on the line after
interpreter has disconnected. Once interpreter disconnects, client will hear a recording saying
interpreter has disconnected and system will ask to press “zero” for an operator.

“I apologize about the inconvenience. I will release myself from the line for you to receive further
assistance, once I do that, the system will announce that the interpreter has disconnected, and shortly
after you should hear a prompt saying press “0”for an operator and once you do that, you will be
connected back to our agent who will gladly assist you further”.

The interpreter should, provide call closing, proceed to release themselves from call and system will do
the rest, client should just listen for the prompts and press zero for the operator/agent.

What to do if the third-party call was placed by an agent?

In the event that our Call Center Agent places the call out for the client, and the interpreter is
left with client to leave a voicemail, the interpreter should be made aware that they have the ability
to disconnect dial outs made by agents, and will be able to place other calls as requested by client.

Interpreter must check if operator remains on the line, and if that call has dropped. This could imply
that they wait for a little while to confirm that the third party originally dialed by operator has
disconnected and after confirming this, they should proceed to obtain all necessary information for a
new call. Such as:

o What is the name of the person we are dialing today?

o Would you like me to leave a message if the call goes to voice mail?
o Any other information before proceeding with the dial out?

At which point they should proceed with the dial out.

Telephone Controls Guideline:
I. Silence will be heard during a dial out until the call completes or fails.
II. A 10 or 11 digit telephone number can be added or changed at any time during the
conference, and should always be confirmed with the caller before dialing.
III. Dial outs outside of the domestic United States boundary cannot be dialed from the
Telephone Controls section, and the client will need to be transferred to the agent, if the
client requires this type of dial out.
IV. The telephone Control button can only send one individual dial out at a time. If the “Dial”
button is pressed multiple times, the phone system will reject the request until a call is hung
up or remotely disconnected.
V. If the client selected the wrong language, the caller can be transferred to an agent with the
‘Transfer To Agent’ button.
VI. The “Red Disconnect” button will become available during an active dial out and can be used
to disconnect an active dial out at any time.

Closing Statement

Before closing the call always state COMPLETLY:

"Thank you for calling, this is your (Language) interpreter (Name) I.D (No.) Signing off".

Even if you are unsure that the parties continue to be on the line or not.
When you get a call via a call agent please remember to
provide a short greeting to Agent
To make our connect time more efficient, we must remind you that you are not required to
issue our opening statement to the call agent. It is advised that you address the agent with a
simple “Hello” and proceed to wait for their instructions.
Keep in mind that you will only be able to differentiate and IVR (Interactive Voice Response) call
from an Agent call, if you pay close attention to your screen and read the incoming call box,
which clearly indicates if it is an IVR or an agent call.
An IVR call looks like this:

Whereas, an Agent call will display the Agent Name instead of the words: CTS IVR

Please make sure you avoid issuing our opening statement to any call that is being transferred
by an agent, as it is unnecessary and time consuming.
As mentioned before, this is affecting our connect time and causing delays that we can be
avoided by just keeping the agent greeting short and simple.
 Clarifications & Repetitions

If statement is no more than three to four words (A quick clarification suffices)

Ex. (If it’s a single name, couple of digits, zip code, phone no. address detail...etc.).

With LEP:
Confirm immediately in the LEPs native language, the information that’s needed, then proceed
to notify client:

Shouldn’t the interpreter ask for permission from client to ask for clarification first? Whenever the
interpreter needs to confirm a truly short piece of information with the LEP, such as a number or address
detail. E.g. This is the interpreter sir; did you say that it was Street or Drive? Or, “Where the last two digits
of that number 6-5 or 7-5?” the interpreter can quickly confirm in Spanish with LEP and then proceed to
inform the client of the reason of the interaction by using the protocol mentioned below:

"This is your interpreter I quickly confirmed (What: zip, no., etc.)”, close the intervention by indicating
“Here is your rendition” then proceed to deliver statement accordingly.

With Client:

"This is your interpreter, (State brief reason for the intervention: line cut off, static etc.) would you please
confirm (What needs to be confirmed)?”
 Clarifications & Repetitions

If statement is a sentence long or more (Requires repetition)

Ex. (If it’s a Complete Statement, list of names, full address…etc.)

With LEP

Request client permission first: "this is your interpreter may I ask your client to repeat? Yes, this is
correct. The client should be informed of the need for a repetition.

It is always expected that the interpreter requests the client’s permission before asking for a repetition
from LEPP however, should the interpreter ever forget to inform the client before requesting said
repetition, the interpreter should know it is okay to let the client know that the repetition was requested
before starting with the rendition. The interpreter could say: “This is your interpreter, I need to ask your
client for a repetition of his/her statement, here is their rendition”

With Client

"This is your interpreter, (State brief reason for the intervention: line cut off, static etc.), would you
please repeat? For this example, the interpreter only needs to open his statement with saying this
is your interpreter and explain to the client the reason for the request.
 General Interventions Examples

When Client is providing too much information

When interpreter notices that the client wants to provide more information than he/she would
be able to render in a statement, the interpreter needs to intervene.

This can be done by waiting for a natural pause or break in the speech pattern of the client, then
proceeding to jump in and politely state the following:

"This is your interpreter; for accuracy purposes, I’m only able to manage limited amount of information,
may I interpret information given so far"

Thank the client... then proceed to deliver information to the LEP"

When LEP is providing too much information

When interpreter notices that the LEP wants to provide more information than the interpreter
would be able to render in a statement, the interpreter needs to intervene.

This can be done by waiting for a natural pause or break in the speech pattern of the LEP, then
proceeding to jump in and politely state the following:

"This is your interpreter, for accuracy purpose I can only manage a limited amount of information, one
moment please"

Notify the client:

"This is your interpreter; I politely requested a moment, as for accuracy purpose I can only manage a
limited amount of information, here is the rendition” then proceed to render the statement.
** When requesting a moment from the LEP it’s always good to refer to them by name as to get
their attention.

When the LEPP Is Not Understanding a Repeated Piece of Information

Whenever the interpreter is required to repeat the same information at least two to three times, and the
information still does not get through to the LEPP, and the Client appears to be unaware of this, be sure
to notify the Client.

• "This is your interpreter. It seems that your client does not understand clearly what is being
stated. Do I have your permission to explain in simpler terms, or break it down for him/her?”

** Confirm the information or in other words consult with the Client how you are planning to reword it
before going to the LEPP.

When the Client Is Not Understanding a Repeated Piece of Information stated by

LEPP.

Whenever the interpreter is required to repeat the same information at least two to three times, and the
information doesn’t seem to be getting through to the Client and the LEPP seems to be unaware of this
and is not explaining him or herself clearly, notify the Client.

• ""This is your interpreter. Your client does not seem to be able to clearly express his/her
concern or point. Would you like me to confirm with him/her?"
When LEP is speaking but not coming in clear

Whenever an LEP begins speaking and there’s an audio issues or any other reason that prevents
interpreter from hearing statement clear enough, wait for a natural pause in their speech pattern
and politely interrupt the LEP in their native language and then proceed to notify client:

"This is your interpreter, I politely interrupted your client as he/she was (why: static, echo, noise, etc.),
may I ask him/her to (possible solution: speak up, adjust their phone...etc.) and repeat?

When Client is speaking but not coming in clear

Whenever a Client begins speaking and there’s an audio issues or any other reason that prevents
interpreter from hearing statement, wait for a natural pause in their speech pattern and politely
interrupt the client and notify:

"This is your interpreter, I apologize for the interruption but (why: static, echo, noise, etc.), would you
kindly (possible solution: speak up, adjust microphone...etc.) and repeat"

When Interpreters opinion is requested

If either party on the line requests interpreter’s opinion, standpoint on a subject, assessment of
a person’s mental status, sobriety, language level or anything not being a life or death matter,
politely state the following, in that person’s native language:

“This is your interpreter, due to company policies (or the interpreter’s code of conduct); the interpreter
may not express personal opinion on this subject”.
When requested not to interpret something

When any of the people on the line request for the interpreter not to interpret any particular
part of the statement (other than a mistake that’s being rephrased), politely state to the person
in their native language:

“This is your interpreter, due to company policies (or the interpretation code of conduct); the
interpreter has to interpret everything stated on the line”

If this occurs with the LEP, report to the client (otherwise proceed with rendition):

“This is your interpreter, the person on the line requested interpreter not to interpret what they stated,
so I politely explained that do to company policies and the interpretation code of conduct; the
interpreter has to interpret everything stated on the line”

*** If client or LEP are speaking to themselves or a third party outside of the conversation the
interpreter does not need to interpret.

Whenever the parties are using foul language

The interpreter must politely request for a pause from LEP and inform the client that their
customer is using foul language. The interpreter should proceed to ask, “would you like me to
interpret that or how would you like me to proceed?”. If client choses to hear the profanity, the
interpreter must try their best to convey the message as accurately as possible. The interpreter
should follow client’s instructions as closely as possible.
 When either of the parties establishes direct communication with the other
party, or the interpreter is being continuously interrupted by any of the
parties. We suggest the following:

Regardless of the situations in which either of the parties may demonstrate to understand one
another or start communicating intermittently in the other party’s language, the interpreter must not
remain silent during the call. The interpreter should not assume an understanding of the message,
and he/she must proceed to actively interpret everything said during the conversation between the
Client and the LEPP, unless advised otherwise.

• “Sir, this is your interpreter. To preserve the efficiency of the communication and assure the
accuracy and completeness of the interpretation, may I ask your Client to please allow me to
interpret your statements before she replies?”

• Should this have failed and the problem persisted, then the interpreter should have proceeded
by saying: “This is your interpreter. Your Client appears to understand your statements and/or
to be fluent in English. Would you like to confirm with your Client whether or not the
interpreter’s assistance will be of further need?” Once the interpreter has confirmed that
his/her help is not needed, or that he/she may remain silent until he/she is needed, only then
may he/she proceed as previously instructed by the Client.

*** If client or LEPP are speaking to themselves or a third party outside of the conversation the interpreter
does not need to interpret.
 CALL-ON-CALL PROTOCOL

In the event you continue to receive calls while on a call, please do the following:

1. Immediately take a screenshot capturing both pop-ups on the screen, while continuing to
service the call you are on.
2. Do NOT decline the secondary call. Continue to service the call you are on, allowing the
secondary call to ring until placing you on Forced Unavailable.
3. When you have finished servicing the call, sign out from Skype using the status dropdown
menu and wait twenty (20) seconds.
4. Send a report to your supervisor, using the term, “Call-on-Call,” in the subject line. Make
sure you attach the screenshot.
5. Sign into Skype, refresh the Interpreter Login Portal, and log in to take calls.

After you have followed these instructions, if you continue to be stuck on busy or dialing, please
contact your supervisor. If he is not available, be diligent and contact any other staff member
available.
 Praise/Complaint Protocol
If Client/Representative begins to compliment or complain about another interpreter directly to
you, please promptly educate them on your role as the interpreter in the following manner:

If it's a complaint, you can use the following script:

“I understand your concern, However, I'm strictly an interpreter and I'm restricted by our code of
conduct to interpretation only. Please contact our Client Relations Department so that they may
properly address your concern” then Provide the client/representative with email:
clientrelations@language.link

If it's a compliment/praise, you can use the following script:

“Your kind words are appreciated. However, I'm strictly an interpreter and I'm restricted by our
code of conduct to interpretation only. Please contact our Client Relations Department so that
they may properly forward your compliment to the interpreter”. Then provide the representative
with the email: clientrelations@language.link
If the interpreter is asked where they are located:

• If a client asked an interpreter “where are you located?”

Only provide State (Ex. Florida, Washington, Oregon) for you, the location/state is Washington
State.

• If asked beyond “where are you located?” after providing your State, please reply with the
following:
“I'd like/love to assist with your request, but due to privacy protocols, personal information
needs to be channeled via our Client Relations department.” If asked, provide email address to
CR. ClientRelations@ctslanguagelink.com

Below you will find a screenshot of what the portal looks like now, and all interpreters should be able to
view the change already. It is especially important that if asked their location, the only respond with the
state.
 911 Protocol

• 911 will be categorized as one of two, Emergency call and non-Emergency call.

• For IVR 911 Calls: The IVR will play a recording, which sounds like several beeps followed
by: "911 call, Connected". Give the following greeting: "(Language) interpreter (ID#), how
may I help you?"

• For Agent IVR Calls: When the emergency call comes from a CSR agent, they will let you
know that it is an emergency call and they will provide your interpreter ID to the
dispatcher, so there is no need of the greeting. You can simply state. "How may I help
you?"

• Closing Statement will always be rendered on all Emergency and Non-Emergency Calls
“Thank you for calling, this is your (Language) interpreter (Name) I.D (No.) signing off”.

• Unless determined otherwise, all 911 calls will be treated as Emergency call and will be
handled with utmost urgency.

• 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.

• Even though urgency is to be stressed, remember that person on the line might be under
depression or panic attack, exercise tact.
 Hold-Time Protocol

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.

Upon 10 minutes hold time the interpreter is to state in English:

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

If no response, wait for 3 seconds and then ask again. If after 3 additional seconds there is still
no response, state the following:

• “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”

Proceed to explain action to the LEPP, in the LEPP’s native language:

• “This is your Interpreter. I will have to disconnect from the call, please continue to wait
and, if the English-speaking representative returns, they will be able to connect you
with a new interpreter”

Then proceed with regular closing:

• "This is your (Language) interpreter, (Name), I.D. (No.), signing off.”

*There should be no mention of policies during this type intervention. Additionally, interpreter
who disconnects by means of this protocol needs to log the incident and report to his/her
respective manager. Most hourly interpreters use Spiceworks to report incidents, others must
send an email with screenshot.
Additional Notes Regarding Hold:

• The interpreter may hold for longer if client specifies hold time.
• If client returns to the line hold time resets.
• This 10-minute hold rule is applicable when client does not disclose the amount of time they want
the interpreter to hold and client doesn’t seem to be returning to the line.
• If LEP engages Interpreter in side conversation during hold, politely explain that due to company
policies the interpreter may not engage or assist during hold.

2 Minute Dropped Call

If 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, or if the client is all of the sudden gone from the call, proceed to
notify LEP in their native language the following:

“The Interpreter will verify that the representative is still on the line”.

Then proceed to verify client status and make them aware they are not coming through by stating
the following:

“This is your interpreter; do we have (clients name or the English-speaking representative) on the line?”

Then notify the LEP in their native language:

“I’m currently unable to hear the representative on the line, let’s allow a few moments, in case they are
experiencing audio Issues”.
Allow a period of 1 to 2 minutes and then state the following:

“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”.

Inform the LEP on the line in their native language:

"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".

After stating this, proceed to render the closing:

“Thank you for Calling, This is your (Language) interpreter (Name), Id (No.), signing off”.

And then proceed to disconnect from the line.

When Engaged by LEP in side conversation while on hold

If on hold with the LEP and the before mentioned engages the interpreter in side conversation,
politely state the following in that person’s native language:

“This is your interpreter, due to company policies (or the interpreter’s code of conduct); the interpreter
may not engage in personal conversation, please continue to hold”

When client is back on the line report to them the occurrence

“This is your interpreter, while on hold your client attempted to engage in conversation, the interpreter
advised that this is against company policies and requested for your client please continue to hold”
 Disqualifications

In the event of a LIFE-THREATENING situation (emergency):

• “This is your interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter that
can provide the service at this time, as I have been presented with an emergency situation,
which demands my immediate attention.”

If a call exceeds an uninterrupted 2-hour length, or a pause-paced 3-hour length:

• “This is your interpreter speaking. I apologize for the inconvenience, but due to the length of
the present encounter, I would like to kindly request for your permission to remove myself from
this call in favor of another interpreter who would be less likely to jeopardize the accuracy of
what is being communicated due to fatigue and saturation. This is to ensure that you and your
client receive the utmost quality service. Please call us back and any other interpreter will gladly
assist with the remainder of your conversation.”

If the call is beyond the interpreter’s skill level:

• “This is your interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter that
can provide the service at this time, as the subject and terminology discussed in this is beyond
my scope of knowledge.”

If you need to disqualify yourself from a call for a valid and/or outstanding reason, other than the ones
stated above:
 • “This is your interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter that
can provide the service at this time because (insert you reason here). Do I have your permission
to do so?”
**It will be the Client’s prerogative to accept or decline the request.

After a disqualification, make sure to notify your lead, supervisor, or manager of the event, and provide
the information listed below:

• Start time of the call;

• End time of the call;
• Job number (once available);
• Client (if available);
• Reason for disqualification.
Reporting Protocol

The interpreter should always report whenever the call ends abruptly or when it ends without
proper closing and in case of sound quality issues. We ask you to report to your supervisor at
once. This message should contain the date and time of the call and, if possible, the name of
the Client, as well as any other details you might recall about the call.

Issues that you need to report include, but are not limited to:

•Hardware malfunctions.
•Software and/or program glitches.
•Audio issues.
•Dropped or incomplete calls.
•Scheduling errors (incorrect schedules, etc.).
•Possible client complaints. If the client indicates they were not happy with the services
received the interpreter should report the call for its review.

Any other issue that may be present during a call should be reported to your supervisors as
soon as possible every time.
 Legal Call Handling Protocol

The following protocol pertains to court settings, recorded statements, and scenarios in which a
stenographer is present or any call in which a record is being kept.

Rather than identify themselves in the third person before the intervention as the future speaker, and
then switching back to first person speech, the interpreter will remain speaking in the third person.

Instead of saying This is the interpreter, I asked the defendant to speak in short complete phrases the
interpreter would need to say This is the interpreter, the interpreter asked the defendant to please speak
in short complete phrases.

During any form of intervention, the interpreter will change from first person speech to third person
speech and maintain it.

This procedure is to be executed to avoid damaging the coherence of the record.

When a client asks you if you are a court certified interpreter:

Whenever a client asks you if you are a court certified interpreter. Please let them know of the following:

“I truly apologize, Sir/Ma’am, but I am not a court-certified interpreter. I have been trained to
interpret legal calls, and I have been court-qualified by my company to do so. I have been
interpreting legal scenarios for (specify the time, with one year as a minimum). However, I do
not hold any court certifications per se as interpreter.”
 Interpreters Code of Conduct
Professional Code of Conduct for Interpreters and Translators

ACCURACY:
Interpreters/Translators will always thoroughly and faithfully render the source language, omitting or
adding nothing, giving consideration to linguistic variations in both source and target languages,
conserving the tone and spirit of the source language message.

CULTURAL SENSITIVITY – COURTESY:

Interpreters/Translators will be culturally competent, sensitive, and respectful of the individual(s) they
serve.

CONFIDENTIALITY:
Interpreters/Translators must not divulge any information obtained through their assignments,
including but not limited to information gained through access to documents or other written materials.

DISCLOSURE:
Interpreters/Translators will not publicly discuss, report, or offer opinion concerning matters in which
they are or have been engaged, even when that information is not privileged by law to be confidential.

PROFICIENCY:
Interpreters/Translators must meet the minimum proficiency standard set by passing the required
certification examination or screening evaluation.

COMPENSATION:
Interpreters/Translators will not accept additional money, considerations, or favors directly from
provider and or LEP client. Interpreters/Translators will not use for private or others gain or advantage
any provider’s time, facilities, equipment, or supplies, nor will they use or attempt to use their position
to secure privileges or exemptions.

NON-DISCRIMINATION:
Interpreters/Translators will always be neutral, impartial and unbiased. Interpreters/Translators shall
not discriminate on the basis of gender, disability, race, color, national origin, age, socioeconomic or
educational status, or religious, political, or sexual orientation. If an Interpreter/Translator is unable to
ethically perform in a given situation, the Interpreter/Translator must refuse or withdraw from the
assignment, without any threat or retaliation in response to this action.

SELF-EVALUATION:
Interpreters/Translators must accurately and completely represent their certifications, training, and
experience.

IMPARTIALITY – CONFLICT OF INTEREST:

Interpreters/Translators must disclose any real or perceived conflict of interest, which would affect their
objectivity in the delivery of service. Providing interpreting or translation services for family members or
friends may violate the individual’s right to confidentiality or constitute a conflict of interest.
PROFESSIONAL DEMEANOR:
Interpreters/Translators will be punctual, prepared, and dressed in a manner appropriate and not
distracting for the situation.

SCOPE OF PRACTICE:
Interpreters/Translators must not counsel, refer, give advice, or express personal opinions to individuals
for whom they are interpreting/translating, or engage in any other activities, which may be construed to
constitute a service other than interpreting/translating. Interpreters/Translators are prohibited from
having unsupervised access to clients, including but not limited to phoning clients directly.

REPORTING OBSTACLES TO PRACTICE:

Interpreters/Translators will assess their ability to interpret/translate at all times. Should an
interpreter/translator have any reservations about his or her competency, he or she must immediately
notify the parties and offer to withdraw, without any threat of retaliation in response to this action. The
interpreter/translator may remain until a more appropriate interpreter/translator can be secured.

ETHICAL VIOLATIONS:
Interpreters/Translators will immediately withdraw from encounters they perceive as violations of this
code. Any violation of the Code of Professional Conduct may cause termination of the contract.

PROFESSIONAL DEVELOPMENT:
Interpreters/Translators will develop their skills and knowledge through professional training, continuing
education, and interaction with colleagues and specialists in related fields.

PROFESSIONALISM & CUSTOMER SERVICE:

If an interpreter has agreed to take an assignment they are required to show up to an appointment on
time and prepared. Once an interpreter has agreed to take an assignment, we inform the provider of the
name of the interpreter. Therefore, if the interpreter is late or does not show up it is a reflection on the
interpreter and the agency. The interpreter is the only one who knows everything that is going on
therefore it is the interpreter’s responsibility to educate all parties involved in the interpretation in a
polite and courteous way.
 HIPAA
Health Insurance Portability and Accountability Act
The HIPAA Privacy Rule establishes national standards to protect individuals’ medical records
and other personal health information and applies to health plans, health care clearinghouses,
and those health care providers that conduct certain health care transactions electronically.
The Rule requires appropriate safeguards to protect the privacy of personal health information
and sets limits and conditions on the uses and disclosures that may be made of such
information without patient authorization. The Rule also gives patients’ rights over their health
information, including rights to examine and obtain a copy of their health records, and to
request corrections