Interpreter Resources Package 03.21 1

Interpreter Resources
Interpreter
Resource
Material
Updated: 03/16/2021
The document is confidential and the proprietary property of Propio LS, LCC. Any disclosure to a third party in whole or part in
any manner is expressly prohibited without the prior written consent of Propio, Language Services.
Contents
Welcome .......................................................................................................................................................3
Characteristics of Successful Interpreters .................................................................................................3
Ethics, Principles & Standards of Practice .................................................................................................5
Scripts ...........................................................................................................................................................7
Situations and How to Handle Them...........................................................................................................8
Taking over a call..........................................................................................................................................8
Dealing with long segments of information ................................................................................................8
Switching styles of interpretation ................................................................................................................8
Being resourceful .........................................................................................................................................9
Lowering registers ........................................................................................................................................9
Hold Times ....................................................................................................................................................9
Things to Remember ................................................................................................................................. 10
Customer Service ...................................................................................................................................... 11
Measured Standards ................................................................................................................................ 12
Data Intake ................................................................................................................................................ 13
Changing Customer/Client Name ............................................................................................................ 16
LEPDD (Direct Dial) ................................................................................................................................... 18
Call Drops................................................................................................................................................... 18
IT - Starting your Day (Echo Test) ............................................................................................................. 19
How to connect to a Zoom meeting while on a conference call on Zoiper ............................................ 22
How to check available ram ..................................................................................................................... 23
SysAid – Your new Self-Service Portal ..................................................................................................... 24
Skeletal System ......................................................................................................................................... 28
Digestive System ....................................................................................................................................... 29
Respiratory System ................................................................................................................................... 30
Circulatory System..................................................................................................................................... 31
Muscles Overview ...................................................................................................................................... 32
Nervous System......................................................................................................................................... 35
Skin System Overview ............................................................................................................................... 36
Eye Overview .............................................................................................................................................. 36
Ear Overview .............................................................................................................................................. 37
Urinary System........................................................................................................................................... 38
Reproductive System ................................................................................................................................ 39
General Drug Categories........................................................................................................................... 40
1
The document is confidential and the proprietary property of Propio LS, LCC. Any disclosure to a third party in whole
or part in any manner is expressly prohibited without the prior written consent of Propio, Language Services.
Antihypertensives ...................................................................................................................................... 41
Anti-anginal Agents.................................................................................................................................... 41
Anti-diabetic Agents................................................................................................................................... 42
Allergy, Cough and Cold Medications ....................................................................................................... 43
Medications used in Peptic Ulcer Disease .............................................................................................. 43
Other Gastrointestinal Medications ......................................................................................................... 44
Medications to treat Ear Problems........................................................................................................... 44
Medications to treat Skin Problems ......................................................................................................... 45
Pain Descriptors ........................................................................................................................................ 46
Common Diseases and Illnesses ............................................................................................................. 46
Most Common Surgical Procedures in the U.S........................................................................................ 47
Most Common Diagnostic Radiology Exams ........................................................................................... 47
Most Common Laboratory Tests .............................................................................................................. 47
Routes of medication administration....................................................................................................... 48
Car parts, and Vehicle types ..................................................................................................................... 49
Types of Vehicles ....................................................................................................................................... 53
Car Accidents ............................................................................................................................................. 55
Types of Insurance Coverages.................................................................................................................. 60
Finance ...................................................................................................................................................... 61
Workers’ Compensation............................................................................................................................ 51
Social Security and Welfare ...................................................................................................................... 69
New York City Transit Authority................................................................................................................. 71
LGBTQIA+ Glossary of Terms for Health Care Teams ............................................................................. 72
Legal/Court Terms .................................................................................................................................... 80
Latin/Foreign Terms .................................................................................................................................. 91
2
Welcome
Interpreting is a complex task, which requires the interpreter to select the right words for a
spoken translation instantly and without fail. Interpreters must have excellent listening skills
and a great memory to process the spoken information quickly and relay it in the target language
as accurately as possible.
Interpreters must understand the pivotal role they play in effective communication between a
client and an LEP speaker. Interpreters will work in different environments (e.g., medical, legal,
insurance, financial, etc.) and this guide is designed to support the Interpreter in their role.
Characteristics of Successful Interpreters
1. Passionate
 This person is passionate about their craft and strives to improve their cognitive
understanding of language.
 Good interpreters are committed to helping people and understanding the services they
deliver is more than word-for-word interpreting. Interpreting extends and creates a deeper
and more meaningful cultural interaction.
 Interpreters establish a human connection between two or more people who can
communicate and understand each other at a deeper level.
2. Knowledgeable
 Being bilingual or multilingual is not the only prerequisite to become a professional
interpreter.
 Qualified interpreters must complete advanced education and training programs to
perfect and maintain their skill.
 Having a specialization in fields with complex terminology (e.g., medical, or legal) is in
high demand.
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3. Ethical
 Interpreters are required to adherence to the confidentiality practices of the Health
Information Portability and Accountability Act (HIPAA).
 Interpreters must have a deep understanding regarding the Ethics requirements during
interpretation encounters and how to abide by them in every circumstance.
4. People Skills
 Active listening skills are an important part of being a good communicator.
 Remain emotionally neutral during encounters, no matter how challenging.
 Be able to assess and manage each encounter to be able to interpret meaning-for-
meaning.
 Being able to convey the emotions of the people you are interpreting for is a respected
and sought-after skill.
5. Working Well Under Pressure

 A good interpreter can have personality, but they must enjoy working with people.
 Interpreters must be able to work well with others and adapt to any situation.
 It is crucial to stay calm in different situations and anticipate what may happen next and
where the conversation is going.
6. Culturally Diverse
 Cultural competence which means having the knowledge and respect for both cultures to
be able to communicate their differences successfully.
4
Ethics, Principles & Standards of Practice

National Council on Interpreting in Health Care (NCIHC)
Who is the NCIHC? NCIHC has established principles and standards which apply to any
encounter where an interpreter is required to facilitate communication between two or more
individuals which do not share a common language.
NCIHC standards are based on the following ethics:
1. Accuracy
2. Confidentiality
3. Impartiality
4. Respect
5. Cultural Awareness
6. Role Boundaries
7. Professionalism
8. Professional Development
9. Advocacy
1. Accuracy
Objective: To enable other parties to know precisely what each speaker has said.
 The interpreter renders all messages accurately and completely, without adding,
omitting, substituting, or paraphrasing.
 The interpreter replicates the register, style, and tone of the speaker.
 The interpreter advises all parties that everything said will be interpreted as spoken.
 The interpreter manages the flow of communication.
 The interpreter corrects own errors during or after the session.
 The interpreter maintains transparency.
2. Confidentiality
Objective: To honor the private and personal nature of the health care encounter and
maintain trust among all parties.
 The interpreter maintains confidentiality and does not disclose information outside
the treating team, except with the patient’s consent or if required by law.
 The interpreter protects written patient information in his or her possession.
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3. Impartiality
Objective: To eliminate the effect of interpreter bias or preference.
 The interpreter does not allow personal judgments or cultural values to influence
objectivity.
 The interpreter discloses potential conflicts of interest, withdrawing from
assignments if necessary.
4. Respect
Objective: To acknowledge the inherent dignity of all parties in the interpreted
encounter.
 The interpreter uses professional, culturally appropriate ways of showing respect.
 The interpreter promotes direct communication among all parties in the encounter.
 The interpreter promotes patient autonomy.
5. Cultural Awareness
Objective: To facilitate communication across cultural differences.
 The interpreter strives to understand the cultures associated with the languages
they interpret, including biomedical culture.
 The interpreter alerts all parties to any significant cultural misunderstanding that
arises.
6. Role Boundaries
Objective: To clarify the scope and limits of the interpreting role, in order to avoid
conflicts of interest.
 The interpreter limits personal involvement with all parties during the encounter.
 The interpreter limits their professional activity to only interpreting within an
encounter.
7. Professionalism
Objective: To uphold the public’s trust in the interpreting profession.
 The interpreter is honest and ethical in all business practices.
 The interpreter is prepared for all assignments.
 The interpreter discloses skill limitations with respect to assignments.
 The interpreter is accountable for professional behavior and work quality.
 The interpreter advocates for working conditions that support quality interpreting.
 The interpreter shows respect for professionals with whom they engage with.
 The interpreter acts in a manner befitting the dignity of the profession and
appropriate to the setting.
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8. Professional Development
Objective: To attain the highest possible level of competence and service.
 The interpreter seeks training and development to enhance language, cultural
knowledge, and interpreting skills.
 The interpreter seeks feedback to improve their work quality.
 The interpreter supports the professional development of fellow interpreters.
 The interpreter participates in organizations and activities that contribute to the
development of the profession.
9. Advocacy
Objective: To prevent harm to parties that the interpreter serves.
 The interpreter may speak out to protect an individual from serious harm.
 The interpreter may advocate on behalf of a party or a group to correct mistreatment
or abuse.
Scripts
Every client may have different expectations when an interpreter engages or
terminates an encounter. Here are Propio’s standard scripts:
Opening Statement with the Client:

Good Morning/Afternoon. My name is _________________, my interpreter id is
[ ] and I will be your [LANGUAGE] interpreter. Please speak in clear and short
sentences so that I can interpret everything accurately. Before we begin, I need to
ask you a few questions…
Opening Statement with the LEP:

Good morning, I will be your [LANGUAGE] interpreter. Everything you say will stay
confidential. Please speak in clear, short sentences so that I can interpret
everything accurately.
Closing statement at the end of every call:
Is there anything else I can do for you? Thanks for using our services. This was
[NAME], ID [ID NUMBER]. Have a great day!
When using your name, there is no need to use last names.
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Situations and How to Handle Them

Interpreters will experience many different situations during their interpreting
encounters. Here are some suggestions on how to handle some of them:
Taking over a call
 When an interpreter “takes over a call”, it means they are providing a
statement that causes the interpreter to stray away from their role as a conduit.
 Interpreter’s must uphold their role as a conduit and only step out of the
role to clarify a specific situation. As soon as the clarifying process has been
completed, they must step back into the role as a conduit.
 The interpreter must interpret everything that is spoken during the
encounter, even if the interpreter knows the expected answer or has a different
opinion about it. This includes:
 Interpreting questions as many times as they are asked.
 Interpreting answers to those questions even if the interpreter knows that
the answers are not related to the question asked. Remember that the
interpreter is the conduit, not an active participant of the conversation!
Dealing with long segments of information

It is important for interpreters to practice good call management to provide
complete and accurate renditions. Interpreters should not allow any party involved
in the encounter to speak in long continuous sentences because the conversation
and interpretation can become difficult to control or be accurate. Uncontrolled
conversations can lead to summarized and paraphrased renditions.
If you experience a situation where someone speaks in long continuous sentences,
you must politely interrupt the speaker and advise them that pauses, and short
segments are required to deliver complete and accurate renditions. You are
required to keep the Client aware of what you are saying if you need to interrupt
the Limited English Speaker’s conversation. Do not be afraid to request someone
repeat themselves or ask for clarification to ensure accuracy of a rendition.
Switching styles of interpretation

Interpreters must always use 1st person interpreting as their primary style of
interpretation for all encounters. You can switch to 3 rd person interpreting if it is to
clarify a topic that could be affecting the conversation. In these cases, you must
step out of your conduit role to become a clarifier (using 3 rd person interpreting).
Once the clarifying task has been completed, interpreters are expected to go back
to their role as a conduit to continue with the assignment. There are a few
exceptions where the 3rd person interpreting style is recommended:
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• When passing the phone back and forth between both parties.
• When interpreting for more than one person in the encounter.
• When interpreting for young children or elderly people.
• When interpreting for anyone who may be confused (e.g., dementia,
substance abuse or post-surgery).
• When interpreting for emergencies. In this case summarizing is
acceptable.
Being resourceful
Resourcefulness plays a big role in the interpreter’s ability to handle a call. When
interpreters are presented with a term or scenario, they are not familiar with, they
must find a professional way to deliver the correct message. You can accomplish
this is by using all available resources (e.g., dictionary, internet search, etc.) or
techniques (e.g., ask for a clarification or an example) that leads to an accurate
rendition.
Lowering registers
Interpreters will encounter a target language speaker that does not have a good
command of the language; therefore, for them to understand the higher registers
of the speech can become a challenge. It is acceptable to lower the register if the
Client is made aware of what the interpreter is doing. They need to receive
authorization from the Client. Interpreters can use a word that is simpler to render
a term. Do not compromise the encounter by using a word that is incorrect or
inaccurate for the message the Client is trying to convey.
Hold Times
No matter the situation, even when requested per the client, we can only be put a
hold for 15 minutes at a time. The 15 minutes can be reset if the provider returns
and extends the waiting time.
Please advise the provider in this similar manner:
“[Client], I just wanted to remind you that I can be on hold for 15 minutes at a time,
and if you need more than that just come back and let me know, we’ll reset the
time for another 15 minutes.”
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Things to Remember
• No calling customers back – Even when requested by the client. If the call gets
dropped, make a comment on the portal, and wait for the next call.
• Penalties – Not confirming the Customer name, not asking, or asking the wrong
intake questions, will incur in a monetary penalty.
• When stepping away from your workstation, make your portal UNAVAILABLE/SIGN
OUT. This is to ensure our clients can connect with an interpreter as quickly as
possible.
• Right after servicing a call, try to disconnect BEFORE the client. Do NOT wait
around. This will trigger the client survey and you will avoid a penalty.
• If asked: “Where are you located?” Answer: “For privacy and security purposes, we
do not disclose our location” (No matter what)
• If asked: “What company do you work for?” Answer: “For the Language Service
Provider your organization/court has contract with” (No matter what)
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Customer Service
100% customer satisfaction can never be achieved unless excellent customer
service is offered. Good customer service is important in every industry and it is a
key for interpreting companies. Keeping clients satisfied is essential to ensure that
they will continue to utilize our services.
Key items that we should always secure to deliver outstanding Customer Service
are:
 Being Courteous and Respectful

To be courteous essentially just means to be polite. In an encounter you cannot
let your mood impact your interpreting. You must maintain a friendly tone and
facial expressions and show proper respect when speaking to the Client or
LEPS.
When working with clients or LEPS, respect is about empathizing and trying to
understand how they feel and why they feel that way. You will also need to be
respectful even when the Client or LEPS are being disrespectful or
discourteous.
 Upbeat Tone of Voice

The tone of your voice affects how people perceive you whether it be in person,
over the phone, or on video. The tone of your voice is critical to your success
when interpreting during an encounter. To establish trust and create a positive
experience, you must consistently sound upbeat, warm, concise, and clear.
Your voice sounds upbeat when there is inflection or vocal variety. For
example, in one sentence, some words and phrases are emphasized, and your
voice will go up and down. When you do not change the tone of your voice, it
may sound like you are disinterested or being disrespectful.
 Voice Projection
Voice projection is the strength of speaking whereby the voice is used loudly
and clearly. It is a technique an interpreter can use to gain someone’s
attention or to be heard clearly.
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Measured Standards
Propio evaluates encounters between our Clients and the LEP to ensure the
parties involved are provided accurate, thorough, and good customer service.
Here are the specific standards interpreters are evaluated on:
 Opening script with the Client is used.
 Collect all data intake questions required by the Client.
 Opening Script with the LEP is used.
 Proper sign off is used at the end of the call.
 Uses 1st person interpretation or direct speech.
 Avoids interrupting or talking over others in the encounter.
 Avoids taking over the call or encounter.
 Remains unbiased and provides no opinions.
 Uses good intervention techniques when necessary.
 Maintains or changes register if needed by the LEP.
 Provides complete and accurate renditions.
 Keeps the source speaker informed of issues that come up during the call.
 Uses good note-taking skills and is organized to ensure they are interpreting
accurately.
 Avoids side conversations.
 Uses related terminology (healthcare and insurance).
 Demonstrates resourcefulness and adaptability.
 Demonstrates proficiency in interpreting words without equivalencies.
 Demonstrates good use of work tools and equipment.
 Mediates cultural differences.
 Manages the flow of the conversation.
 Demonstrates good interpersonal skills.
 Demonstrates a friendly tone of voice.
 Demonstrates good voice projection.
 Demonstrates courtesy and respect.
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Data Intake
Intake data is an important piece in Propio's Client billing process. Interpreters must collect this
information and enter it accurately into the designated fields.
To ensure the proper entry of the intake information, please follow the directions below. Our
Client Success Team, Billing, and Interpreter Quality departments depend on your accuracy and
completeness.
1. Once you accept incoming assignment, look for the Organization’s name (Customer),
located on the upper left corner of your screen, and verify it with the caller. You can ask
the caller for the Company's name or read the name on your screen and have them
confirm if it is correct. If is not correct, please see Changing Customer Name.
2. Once you have confirmed the Organization’s name, collect the information required to fill
each intake field. Keep in mind that every Client may have different intake questions and
we must collect every single piece. If a Client refuses to provide an answer to an intake
question, click on the “Refuse” button for that question and continue to the next required
questions and then provide the interpreting services for the call. Make sure to leave a
comment regarding the information the Client was not willing to provide. If the Client does
not know or have the information to answer the question, click on the “Unknown” button
and then provide the interpreting services for the call.
3. Once all the Call Data’s page information has been confirmed and entered, the interpreter
can ask the Client -"How can I be of assistance?"
4. Click on the Save button for the intake questions to be saved. The information can be
saved while you are on the call or after you have finished it.
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Key things to remember when recording the intake data:
1. Capitalize the first letter of the word entered. This applies to names, departments,
locations, cities, counties, and any other proper name entered. The way the interpreter
inputs the information in the field is exactly how it will show up on the Client's invoice. For
Propio's invoices to be professional, you must follow the instructions. Refrain from using
all lower-case and/or all upper-case letters.
2. Ask for every item listed on your screen: Requesting every piece of intake data is
mandatory. There are no longer optional items; therefore, everything must be collected
and recorded.
3. Ask for spellings if needed: The Client needs to recognize the information that is being
submitted to them in their invoices; therefore, it is important for our entries to be as
accurate as possible. If you are not sure of the correct spelling of a name, street, city,
county, or any other item provided, please ask for its correct spelling. Again, we must
remember that the way we enter this info, is the way it will show up on the Client’s
invoice.
4. Entries cannot exceed 24 characters in length: We encourage interpreters to keep their

entries as accurate as possible, but at the same time complying with the 24-character
limit. Interpreters can abbreviate words and use acronyms if they can be easily
understood. (e.g., Dept., DCF, OBGYN, Dr., ENT, etc.).
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5. Refrain from using the intake fields as a notepad: Please remember that the information
that goes in these fields are forwarded "as is" to our clients. Propio does not want
inappropriate and/or confidential information going out on Client invoices.
6. If you cannot find the information provided in the drop-down menu, you can choose to
override this feature and manually enter the piece of information given.
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Changing Customer/Client Name
As you all know, part of the intake collection process is verifying the Client’s name (Company’s
name) listed on your screen. If you ever run into a call where you cannot get the Client to provide
a name that matches with what is on your screen, you can try doing a Client ID or Customer name
search.
Start by clicking on the blue pencil icon located next to the Client name. After clicking on the
pencil, a Change Client window will open up:
Please read the warning message and only attempt to change the Client information if needed.
Ask the Client if he or she has a four (4) digit ID you could try entering. If they do, please type it
on the “Client Name or ID line”:
If the number entered brings up the correct Client name, click on it. This will populate the Client
Name on the field:
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Next, click on the Change Client button. This action will take you back to the intake screen.
Remember that changing the Client ID will change the intake questions on your screen.
If the Client on the line does not know the Client ID, you can try doing a company name look up.
Click on the blue pencil to be taken to the Change Client window. Ask the Client for the name
that his or her company could be under. Type the info provided on the “Client Name or ID line”.
As you type the name, the field will display possible matches. Make sure to select the correct
one. Once selected, the Client name will show on the Client Name or ID line. Click on the Change
Client button to confirm.
This action will take you back to the intake screen.
Remember that changing the Client ID will change the intake questions on your screen.
If you are unsuccessful locating the correct account, please collect as much information as you
can from the caller and place it in the comments section:
 Agency/Company name
 Caller’s Name
 Location
 Phone number
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LEPDD (Direct Dial)
Some clients have set up a line where LEPs can dial directly into our interpreter portal. When
that happens, the portal will populate in a slightly different way (please see below). The greeting
to the LEP will be listed first. Please do the introduction and confirm what number they want to
reach (ensure this number matches the one lister for the customer). Do a third part dial out and
connect with the customer. Proceed with your intro to the client, ask intake questions and service
the call as usual.
Call Drops
During a call you may experience that the call drops. If that happens once, please just write one
the comment section what just happened. If the issue keeps happening, please fill the comment
section plus submit a SysAid ticket so IT can investigate it right away.
Under no circumstances the interpreter is NOT to call back the client for any reason, including
call drops (even when requested by the client). When that happens just wait for your next call,
and the client will dial back in to find a new interpreter.
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IT - Starting your Day (Echo Test)

Before you login to take calls
Place an Echo Test call to make sure your
Audio is 100%. This is Critical
From your Bria call either one below:

Primary Echo Test: 631-791-8378
Secondary Echo Test: 909-390-0003
Step 1 Verify Bria settings are correct! Step 2
Step 3
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How to create a conference call using the dialing pad on your softphone
1. Type a number in Enter name or number.
2. Click More call options beside Make a call or Make a video call
and select Start Conference Call.
3. "Start Conference Call" is in the "More call options" menu.

Bria connects the first participant.
4. Type a name or a number, use the redial drop-down, or drag a contact into
the Enter name or number field and click Add.
Bria starts a three-party conference call.
5. To add more participants, click More options for handling this call
(Windows) or More options (Mac) and click Invite to Conference Call.
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6. Enter a name or a number, use the redial drop-down list, or drag a contact
into Enter name or number at the bottom of the call panel and click Add.
Bria adds the new participant.
7. Repeat steps 4 and 5 until you have added all the participants to the
conference call.
If you need further help, visit:

https://docs.counterpath.com/docs/DeskUG/clients/UserGuides/Desktop/c
onferenceCalls/deskCreateConference.htm
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How to connect to a Zoom meeting while on a conference

call on Zoiper
In Zoiper5 you lose the onscreen keypad when you are on a conference call. So, you will
need to dial into the Zoom meeting separately then merge the call with the client.
1. Ensure with the client they indeed want you to join a Zoom conference/meeting, then get
the phone number, Zoom meeting ID and numeric passcode.
2. Let the client know you will be putting them on hold while you dial out and enter the Zoom
meeting.
3. (DO NOT CLICK “ADD CALL” ON ZOIPER YET) In the Zoiper dial out box where it says “Find
a contact” enter the phone number provided by the client then press the Enter key on
your keyboard. This will automatically put the client on hold and dial out to the Zoom
system.
4. Once the Zoom call connects follow the verbal instructions provided by the Zoom system.
Use the onscreen Keypad (the one on the right side of Zoiper between “Speaker” and
“Statistics”) to enter the meeting ID.
5. When you have joined the Zoom meeting you can now merge the two calls. Do this by
clicking the “Add call” button in Zoiper, then clicking on the clients call on the Zoiper active
call list. (You would click the call that has “Local hold”).
6. The two calls should now be merged (Please note that the Zoom call line will be on the
left and the client’s line will now show on the right in Zoiper, so make sure you select the
right one if you need to mute or end the call)
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How to check available ram
 Open System in the control panel and Select the General tab.

 Alternatively, start the Windows Task Manager, then select the Performance tab to view
the available memory for your system.
 Minimum required available Memory needs to be 2gb.
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SysAid – Your new Self-Service Portal
Navigate to https://propiols.sysaidit.com/Login.jsp?manual=true in your preferred browser (Chrome,

Edge, Safari or …)
 Select “Sign Up”
 Click submit after filling out required fields.
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Check your email to confirm.
After you have checked your email to get your password, go back to
https://propiols.sysaidit.com/Login.jsp?manual=true to sign in.
Now you are in your new self-service portal!!!!
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Submit Tickets Get Self Help

Real time Support Chat Click here to return to your Interpreter Portal.
You do not have to email contractorsupport@propio-ls.com and wait for a response, you will get real
time answers and support.
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You can monitor the tickets you have submitted to IT and get real time updates. Simply by scrolling
down the page!
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Skeletal System
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Digestive System
29
Respiratory System
30
Circulatory System
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Muscles Overview
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Muscles Overview
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Muscles Overview
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Nervous System
35
Skin System Overview
Eye Overview
36
Ear Overview
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Urinary System
38
Reproductive System
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General Drug Categories
Analgesics Barbiturates
Antacids Beta-Blockers
Antianxiety Drugs Bronchodilators
Antiarrhythmics Cold Cures
Antibacterials Corticosteroids
Antibiotics Cough Suppressants
Anticoagulants and Thrombolytics Cytotoxics
Anticonvulsants Decongestants
Antidepressants Diuretics
Antidiarrheals Expectorant
Antiemetics Hormones
Antifungals Hypoglycemics (Oral)
Antihistamines Immunosuppressives
Antihypertensives Laxatives
Anti-Inflammatories Muscle Relaxants
Antineoplastics Sedatives
Antipsychotics Sex Hormones (Female)
Antipyretics Sex Hormones (Male)
Antivirals Sleeping Drugs
Tranquilizer
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Antihypertensives
Type of Drug What does it do? Examples
Diuretics Help the body to make more urine by making Amiloride
the kidneys give up more salts and water. Dyazide
Diuretics are used to treat swelling (edema), Furosemide
high blood pressure (hypertension) or Hydrochlorothiazide
congestive heart failure. Maxide
Spironolactone
Triamterene
Vasodilators Relax the arterial walls, making it easier for the Hydralazine
blood to flow through the blood vessels and Minoxidil
lowering high blood pressure.
Beta-blockers Block certain cells in the heart called “beta Atenolol
receptors”: this decreases the activity of the Labetalol
heart and lowers blood pressure. Metoprolol
Nadolol
Pindolol
Propranolol
Angiotensin- If angiotensin I converts to angiotensin II, blood Benazepril
converting pressure increases. ACE inhibitors block this Captopril
enzyme inhibitors conversion, and so lower blood pressure. Enalapril
(ACE inhibitors) Lisinopril
Other Clonidine
antihypertensives Guanabez
Guanfacine
Prazosin
Reserpine
Anti-anginal Agents
Nitrites The heart’s need for oxygen and improves the flow of Isosorbide
blood to the heart tissues. Nitroglycerine
Calcium channel Prevent and reverse heart spasm by stopping the flow Diltiazem
blockers of calcium into the muscles of the heart. This Nifedipine
improves the blood flow, which increases the amount Verapamil
of oxygen reaching the heart and reverses angina
pectoris.
Beta blockers Control angina by reducing the heart’s need for Propranolol
oxygen.
Peripheral Relax the blood vessels, making it easier for the blood
vasodilators to flow and increasing the amount of blood that can
reach the heart.
41
Anti-diabetic Agents
42
Allergy, Cough and Cold Medications

Antihistamines Relieve mild symptoms such as allergic rhinitis, Astemazole (Hismanal)
sneezing, runny nose, hay fever, watery eyes, Brompheniramine (Dimetane)
and pruritus. Ceterizine (Zyrtec)
Chlorpheniramine (Chlortrimeton)
Dimetapp
Diphenhydramine (Benadryl)
Loratidine (Claritin)
Terfenadine (Seldane)
Nasal Decrease nasal congestion due to hay fever, Ephedrine
decongestants allergic rhinitis, sinusitis, and the common Naphazoline
cold. Oxymetazoline
Phenylephrine
Phenylpropanolamine
Pseudophedrine (Sudafed)
Intra-nasal Exert local anti-inflammatory effects to relieve Beclomethasone (Beconase,
steroids symptoms of rhinitis. Vancenase)
Flunisolide (Nasalide)
Triamcinolone (Nasacort)
Narcotic anti- Decrease Cough. Codeine
tussive
Non-narcotic Control cough spasms by depressing the cough Dextromethorphan (Delsym)
Anti-tussives center in the brain. Diphenhydramine (Benadryl)
Benzonatate (Tessalon)
Expectorants Help the patient cough up mucous from the Guaifenesin
lungs; used for cough, Iodinited glycerol (Organidin)
Potassium Iodide
Tepin Hydrate
Medications used in Peptic Ulcer Disease

Antacids Neutralize stomach acid. By lessening the Malox
acid in the stomach, antacids help reduce Mylanta
pain from stomach ulcers. Tums
H2 antagonists Block the production of histamine at the H2 Cimetidine (Tagamet)
(Histamine 2 receptors in the digestive system, which Famotidine (Pepcid)
blockers) helps to decrease the amount of acid in the Nizatidine (Axid)
stomach. Ranitidine (Zantac)
Proton pump Block acid production by inhibiting certain Lansoprazole (Prevacid)
inhibitors enzymes in the stomach cells. Omeprazole (Prilosec)
Sucralfate Sticks to the surface of the ulcer, forming a Sucralfate
protective barrier against stomach acid.
Gastro-intestinal Are used to relieve duodenal ulcer pain. Atropine
anticholinergics These are used together with other Belladonna products
medications to treat ulcers. Propantheline
43
Antibiotics Are used in combination with other Amoxicillin
medicines to treat H. Pyloris, a bacteria that Clarithromycin (Biaxin)
causes ulcers. Metronidazole (Flagyl)
Tetracycline
Prostaglandins Lessens the production of stomach acids Misoprostol (Cytotec)
and guard the stomach lining from damage
caused by NSAIDS (nonsteroidal anti-
inflammatory drugs) and aspitin.
Other Gastrointestinal Medications

Laxatives Help the patient have bowl Bisacodyl (Ducolax)
movements more easily. Docusate (Colace)
Fleet enema
Glycerin suppository
Lactulose
Milk of magnesia
Mineral oil
Psyllium (Metamucil. Correctol)
Senna (Senokot)
Antidiarrheals Treat and control diarrhea. Bismuth subsalicylate (Pepto-Bismol)
Diphenoxylate HCI with Atropine sulfate
(Lomotil)
Kapectolin with Paregoric
Lactobacillius (Lactinex)
Lopearmide (Imodium)
Medications Treat ulcerative colitis, Mesalamine (Rowasa)
used for which is a condition in which Olsalazine (Dipentum)
ulcerative the colon becomes inflamed
colitis and ulcerated.
Medications to treat Ear Problems

Steroid and antibiotic Are used to treat superficial bacterial Cortisporin Otic
combinations infections of the external ear canal. Antibiotic ear solution
Medication for ear pain Are used to treat ear pain. VoSol Otic
VoSol HC Otic
Auralgan
Allergen Ear Drops
Acetic Acid Otic
Carbamide Is used to remove ear wax. Debrox Drops
Carbamide Ear Drops
Auro Ear Drops
44
Medications to treat Skin Problems

Acne products Are used for topical Benzamycin
treatment of acne. Benzoyl Peroxide
Clindamycin (Cleocin T)
Erythromycin (A/T/S)
Isotretinoin (Acutane)
Metronidazole (Metrogel)
Retin-A
Sulfacete-R Lotion
Tetracycline (Topicycline)
Antiseborrheic Are used to treat dandruff Betadine Shampoo
products and seborrheic dermatitis of DHS Tar Shampoo
the scalp. Sebutone Shampoo
Selenium sulfide lotion
Sulfacetamide lotion (Sebizon)
Topical Are used for temporally Benadryl cream/spray
antihistamines relieve of itching due to Calamycin
minor skin disorders like Sting Relief
hives, sunburn, or
nonpoisonous insect bite.
Topical Antiviral Are used to treat viral Acyclovir Ointment (Zovirax)
Agents infections of the skin.
Topical Antibiotics Are used to treat bacterial Bacitracin ointment
infections of the skin. Erythomycin ointment
Gentamicin ointment
Mupirocin ointment
Neomycin ointment/cream
Neosporin ointment/cream
Triple anibiotic ointment.
Topical Antifungal Are used to treat fungal Amphoerecing B cream (Fungizone)
Agents infections of the skin. Cilopirox cream (Loprox)
Clotrimazole cream (Lotrimin)
Econazole Cream (Spectazone)
Ketoconazole (Nizoral)
Miconazole (Monistat-Derm)
Naftifine cream (Naftin)
Nystatin cream (Mycostatin)
Oxiconazole cream (Oxistat)
Tolnaftate cream (Tinactin)
45
Pain Descriptors
Acute pain Pins and Needles
Aching pain Pounding
Annoying pain Radiating pain
Bothersome pain Searing pain
Burning pain Serrated pain
Chronic pain Sharp pain
Comes and goes Shifting pain
Constant pain Shooting pain
Cramps Sickening pain
Crushing pain Soreness
Cutting pain Spasm
Dull pain Stabbing pain
Gnawing pain Stinging pain
Intermittent pain Tenderness
Nauseating pain Throbbing pain
Numbing pain Tingling
Piercing pain
Common Diseases and Illnesses

headache stroke
sore throat measles
earache tetanus
heart palpitations rheumatic fever
anaphylactic shock arthritis
insomnia dementia
constipation diabetes
depression embolism
irregular heartbeat chicken pox
flu smallpox
tooth decay mumps
hay fever Alzheimer's Disease
cold anemia
heartburn breast cancer
cough cholesterol
fever Chronic Obstructive Pulmonary Disease (COPD)
infection coronary artery disease (CAD)
tonsillitis Crohn's Disease
asthma deep vein thrombosis (DVT)
46
gingivitis strep throat
glaucoma substance abuse or dependence
hearing loss tuberculosis (TB)
menopause urinary tract infection (UTI)
Irritable Bowel Syndrome (IBS) urinary incontinence
osteoporosis bipolar disorder
Parkinson's Disease anxiety
pneumonia schizophrenia
Epilepsy staph infection
seizure MRSA
sexually transmitted diseases (STDs) ingrown nail
Most Common Surgical Procedures in the U.S.

Appendectomy Dilation and curettage (D&C)
Breast biopsy Free skin graft
Cataract surgery Hemorrhoidectomy
Cesarean section Hysterectomy
Cholecystectomy Inguinal hernia repair.
Coronary artery bypass Mastectomy
Debridement of wound, burn, or infection Tonsillectomy
Most Common Diagnostic Radiology Exams

Computerized axial tomography Thyroid scan
Fluoroscopy X-ray
Magnetic resonance imaging Positron emission tomography (PeT)
Mammography Ultrasound
Bone Density Test
Most Common Laboratory Tests

BMP (Basic Metabolic Panel) LFT (Liver Function Panel)
CBC (Complete Blood Count) Lipid panel
CMP (Comprehensive Metabolic Panel) Mononucleosis Test
ESR (Sedimentation rate) Pap Smear
Flu Test (Influenza A & B Screen) PSA (Prostate Specific Antigen)
Glucose Level Semen Analysis
hCG (Pregnancy test) TSH (Thyroid Stimulating Hormone)
Hemoglobin A1C Urinalysis
HIV Antibody Test
47
Routes of medication administration
buccal held inside the cheek
delivered directly into the stomach or intestine (with a G-tube or J-

enteral
tube)
inhalable breathed in through a tube or mask
infused injected into a vein with an IV line and slowly dripped in over time
intramuscular injected into muscle with a syringe
intrathecal injected into your spine
intravenous injected into a vein or into an IV line
nasal given into the nose by spray or pump
ophthalmic given into the eye by drops, gel, or ointment
oral swallowed by mouth as a tablet, capsule, lozenge, or liquid
otic given by drops into the ear
rectal inserted into the rectum
subcutaneous injected just under the skin
sublingual held under the tongue
topical applied to the skin
transdermal given through a patch placed on the skin
48
Car parts, and Vehicle types
49
50
51
52
Types of Vehicles
Sedan - ______________ Hatchback – Hatchback Convertible - ____________
Or _________________
Sports car - _____________ Hybrid - ___________ Stationwagon - _____________
SUV – _______________________ Jeep – ________ Van - ___________
Minivan – _______________ Pickup Truck – _____________ Limousine - _____________
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Tow truck – ___________________ RV - _________________ Moving Van – __________________
Tractor trailer/ Semi – ________________________ Truck – _____________
Flatbed truck – ____________________ Bicycle - _____________
Scooter – _____________ Motorcycle - _______________ Moped – _____________
54
Car Accidents
Alley Double parking

Appraisal Drunk driving
Appraiser DUI
At fault Exhaust pipe
Back up (a vehicle) Extended cab
Bent Fender
Blind curve Fender-bender
Blinkers Fishtail, to
Bodily injury Fog
Body shop Fork in the road
Brake Four-wheel drive vehicle (four-by-four)
Broken down Full coverage
Bumper Gears
Bumpy road Go through a red light
Center divide Highway, freeway
Claim Hit and run
Claims adjusters Impound
Clear title Injured
Collide Injuries
Collision Intersection
Comprehensive Jerking motion
Coverage Jump start (a vehicle)
Crashed into Lane
Crosswalk Long bed
Cul-de-sac Lost control
Curb Make
Dashboard Moving violation
Dealership No-fault loss
Dent, smash Odometer
Dents Off-ramp
Ding on vehicle On-ramp
Direction One lane in each direction
Distraction One-way street
Ditch Passing lane
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Patrol car; Highway Patrol Speed
Pedestrian Speed bumps
Pile-up (collision) Speeding
Plowed into Spin out
Policy Squealing of tires
Poor visibility Steer
Posted speed limit Stop sign
Pothole Swerve, “fish tail”
Property damage Tag
Protection barrier Tailgate
Pull over (to) Tailgating
Quote Ticket
Rear-end (collision) Totaled vehicle
Rear-view mirror Tow (to)
Reckless driving Tow truck
Recreational vehicle (RV) Tow yard
Road rage Traffic light
Roadside assistance Traffic sign
Rollover Trailer
Run a red light/ stop sign Turning lane
Run over Two-way street
Screech Underpass
Seat belts Upholstery
Semi Weather Conditions
Shaken but unhurt Whip lash
Shoulder Windshield
Sideswipe Witness
Skid Worn-out tires (having bald tires)
Slam into Wrecking company
Slam on the brakes Wrong way street
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Recorded Statements
A claims adjuster or insurance representative often needs a recorded statement from someone
involved in an accident or in another situation where a claim will be filed. But this becomes difficult
when the person giving the recorded statement does not speak the same language as the adjuster.
One of the most common ways for insurance companies to take recorded statements is by telephone
and it is very important for interpreters to be on point with their renditions. Recorded statements
require verbatim interpretation and keeping the Customer aware of everything that takes place during
the session, always identifying yourself as the interpreter first. During these sessions, the interpreter
truly becomes the voice of the Target language speaker. Everything that comes from both parties
must be conveyed. This includes and it is no limited to filler words, sounds, short answers, lengthy
answers, foul language, and any other communication between the parties involved.
EXAMPLE of common questions in recorded statements to insurance adjusters.
These interviews are basically “scripted”, and the questions are typical ones you’d expect to see in
any initial “interview.”
1. Could you please state your full name?

2. Do you understand that this interview is being recorded?
3. Is it being recorded with your permission?
4. If I need to share the information with another adjuster, may I do so?
5. What is your address and telephone number?
6. What is your date of birth?
7. What is the year, make and model of the vehicle you were driving?
8. Are you the registered owner of that vehicle?
9. Were you using the vehicle for any type of business or government use?
10. Were there any minors or passengers in the vehicle with you?
11. What was the date of your accident?
12. Around what time?
13. How many vehicles were involved?
14. What street did this happen on?
15. Was the weather a factor in the accident?
16. Was the traffic light, moderate or heavy?
17. What happened?
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18. What type of damage was done to your vehicle?
19. Do you know what type of damage was done to the other vehicles?
20. Was there any type of evasive action that was able to be taken to avoid the accident?
21. Were you under the influence of drugs or alcohol?
22. Were you using a cell phone or any other electronic devices?
23. Was anything obstructing your vision?
24. Do you know how fast the other party was going?
25. Do you know what the speed limit is on that road?
26. Was your vehicle towed?
27. Were you wearing your seatbelt?
28. Did your airbag deploy?
29. Were the police called to the scene?
30. Was there a report taken?
31. Do you have the report number?
32. Was a ticket or citation issued?
33. Were the vehicles moved before the police arrived?
34. Did the police take statements from the drivers?
35. Were there any witnesses that saw the accident?
36. Do you have the witnesses’ contact information?
37. Was there property damage to street signs, poles, or anything else?
38. Were you injured in the accident?
39. What type of injuries did you sustain?
40. At the moment of the impact, were you thrown forward, backward or sideways?
41. Did any part of your body make contact with the vehicle?
42. Was there any ringing in your ears or popping in your jaw?
43. Did you have any deep cuts or lacerations?
44. Was there any emergency treatment performed at the scene?
45. Were you taken to the hospital?
46. What hospital did you go to?
47. Were you transported by ambulance?
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48. What treatment have you received since the accident?
49. Do you know the name of your doctor?
50. What type of treatment plan are you currently on?
51. Are you taking any medication?
52. If you can rate the pain that you feel now, 10 being the worst, 1 being the least, how would you rate
your pain?
53. Did you have any prior injuries that could have resurfaced because of the accident?
54. Do you know the total amount of your medical bills to date?
55. How much time did you miss from work?
56. Where do you work?
57. What is your position there?
58. Are there any physical requirements for your position?
59. What is the name of your immediate supervisor?
60. Do you know a phone number for your supervisor?
61. Are you paid hourly or salary?
62. How many hours do you work per week?
63. What is your salary?
64. Do you make any type commissions or bonuses?
65. How long have you worked there?
66. What type of medical benefits do you receive?
67. Do you know if any of the other parties in the other vehicle were injured?
68. Is there anything about the accident that you would like to add that we have not discussed that we
should know about?
69. Have you understood all these questions?
70. Is this recording true and correct to the best of your knowledge?
71. Has this recording been made with your knowledge and consent?
72. Would you state your name again please?
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Types of Insurance Coverages
Auto:
Liability Coverage
Collision Coverage
Comprehensive Coverage
Personal Injury Protection
Uninsured /Underinsured Motorist Protection
Other:
Life Insurance
Health Insurance
Homeowners Insurance
Casualty Insurance
Residential Fire Insurance
Flood Insurance
Burglary Insurance
Renter’s insurance
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Finance
Below is a comprehensive list of financial words and concepts that you may come across during a
financial encounter.
12th month term Cashier’s check

Accounts payable Cashless hold
Accrued interest Cashless sale
Acquisition fee Ceiling price
Acts of God Certificates of Deposit (CD)
Added value Charge-off (debt)
Adjustable rate mortgage (ARM) Check has cleared
Adjusted gross income Closing costs, closing fee
Administration fees Co-applicant
Affidavit Collateral
Annual interest rate Collections agency
Appraisal Common stocks
Appraised value Compound interest
Assets Compound interest rate
Attorney fees Consumer Credit Report
Average market price Consumer Price Index
Bank branch Contribute (to)
Bank statements Contributions
Bankruptcy Conventional loan
Becoming (get) current Co-owner
Bill consolidation Co-sign
Biweekly Co-signer
Bond Credit bureau rating
Borrower Credit Bureau.
Business days Credit check, (to do)
Buying power Credit grantor
Cap Credit rating
Capital gains Credit report
Capital loss Credit scoring
Cash advance Credit standing
Cash assets Creditworthiness
Cash inflow Currency
Cash purchase Currency conversion loss
Cash transaction Currency devaluation
Cash value Current yield
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Customs broker Financial status
Debit balance Fixed interest rate
Declare bankruptcy Fixed monthly payment
Deed Flat-fee refinance
Default (in payment) Foreclosure
Deferred payment Foreign currency
Delay in paying a bill or account Fully vested
Delinquent payment Fund
Derogatory report Good standing
Disability Goods, commodities
Disclaimer Grant costs
Disclosure Grant fees
Down payment Granted
Early withdrawal penalty Grantor
Earned income Gross annual income
Earning power Gross earnings
Earnings, profit; income Gross income
Earnings/debt ratio Gross proceeds
Endorse Growth & income fund
Equity Growth investment
Equity funds Guidelines
Escrow account Hardship
Estate Hardship provisions
Estate tax Hardship withdrawal
Exchange High yield; return
Exchange rate Holder
Executor under will Holding period
Exercise Home Equity loan
Exercise fees Home improvements
Expenditures Home inspection
Expenses In arrears
Expire In stock
Export carrier Income
Face value Income tax return
Fair Market Income tax statement
Fees Individual Retirement Account (IRA)
Filing Investment
Finance statement Investment firm
Financial adviser Late fees
Financial goal Lay-off
62
Lease Pay stub (check)
Leasing Payment history
Leasing agreement (contract) Pay-off (to)
Legal settlement Payoff amount
Length of service Pay-off an account
Liabilities Payroll
Lien Payroll check
Life of the loan Penalty
Living expenses Portfolio
Loan fees Power of attorney
Loan officer Power of Attorney (to grant)
Loan origination fee Preferred stock
Losses Pre-qualified
Lump sum Primary cardholder
Lump sum distribution Prime rate
Main office Proceeds
Make, earn Processing fee
Manufacturer’s suggested retail price Profit margin
Marital status Profit sharing
Market close Profit sharing plan
Market price Property rights
Match (to) Property tax
Maturity date Purchase agreement
Mortgage Purchasing power
Mortgage bond Quarter
Mortgage loan Rate
Mutual funds Rate of interest
Negative cash flow Rate of return
Net worth Real estate
Non-interest bearing Real estate broker
Non-profit organization Real estate tax
Originating fee Reason Codes
Out-of-pocket expense Refinance
Outstanding balances Refinance charge
Outstanding debt Refinancing
Overdraft Repayment
Owner Repossess
Ownership Retirement
Ownership rights Retirement account
Paid-off Return
63
Returns; yield Tax exempt
Revenue Tax withholding
Revolving account Tax-deferred
Right of property ownership Tax return
Risk of tolerance or tolerance risk Taxpayer
Rollover Term
Salary deferral Term of a contract
Sales agreement Testify
Sales contract Time horizon
Score Title, deed
Securities Trade
Seize a property. Trading securities
Self-employed (to be) Transferable voucher
Sell order Treasury Bonds
Shareholder Trust
Shares Truth in Lending Act
Shortfall Uncollectible receivables
Stock Up-front costs
Stock exchange Vested
Stock index Voucher
Stock market Waive
Stock options Will
Stop payment Wire transfer
Stop payment order Withdraw
Storage costs Withholding tax
Surcharges Withholdings
Surplus Yearly income tax statement
Tax advisor Yield rate
64
Workers’ Compensation
Workers' compensation or workers' comp is a form of insurance providing wage replacement and
medical benefits to employees injured in the course of employment in exchange for mandatory
relinquishment of the employee's right to sue his or her employer for the tort of negligence.
Abey (a Case) Attachment

Abey an Issue Attorney Fees (Claimant's)
ACCES-VR (Adult Career and Continuing Education Average Lost Workdays per Lost Workday Cases
Services-Vocational Rehabilitation) Average Weekly Wage (AWW)
Accident Date Benefit Mortality
Accident Description Benefit Type Code (BTC)
Accident Time in Shift Board Customer
Accident Time of Day Board Panel
Accident Type Broker
Accident (Work-Related) Bureau of Labor Statistics (BLS)
Accident, Notice and Causal Relationship (ANCR) Calendar
Acknowledgement Record Cancel (a Case)
Acquired Claim Carrier
Active Penalty Carrier Catastrophe Number
Adjourn (a Hearing) Carrier Code
Adult Career and Continuing Education Services- Case
Vocational Rehabilitation (ACCES-VR)
Catastrophe
Advance of Periodic Payments of Compensation
Cause of Accident
Age at Injury
Census of Fatal Occupational Injuries (CFOI)
Agent
Claim
Aggregate Trust Fund
Claim Administrator
AKA or a/k/a ("also known as")
Claim Event
Amenable
Claim Event Table
American Association of State Compensation
Claim Frequency
Insurance Funds (AASCIF)
Claim Number
American Insurance Association (AIA)
Claim Severity (or Claim Cost)
American National Standards Institute (ANSI)
Claims Information System
Annual Average Work Force
Claim Type Code
Appeal
Class Rating
Apportionment
Classification Code
Arising Out of and In the Course of Employment
(ACOE) Common Employer Database (CED)
Assembled Case Compensated Cases Closed (CCC)
Associated Object or Substance (AOS) Compensated Cases Reclosed (CCR)
Association Complete Case
Updated: 03/16/2021
The document is confidential and the proprietary property of Propio LS, LCC. Any disclosure to a third party in whole or part in any manner is
expressly prohibited without the prior written consent of Propio, Language Services.
Compliance Exclusiveness of Remedy
Conciliation Process Executive Officers
Concurrent Employment Exhibit
Consequential Accident Experience Rating
Continue (a Case) Extent of Disability
Controverted Claim Facial Disfigurement Awards, Cosmetic
Conversion Documents Fatal Error
Corp. Federal Employer Identification Number (FEIN)
Coverage File Number, Rating Board
Coverage Manual Posting (CMP) Final Adjustment Award Hearing
Credibility First Report of Injury (FROI)
Crisis Response Team Flat File
Data Call FN (Final Notice)
Data Element (DN) FOIA/FOIL
Data Element Requirement Table Freedom of Information Act (Law)
DBA or d/b/a (Doing business as) General Employer
Denial HC (Highway Contract Route Address)
Dependent (in a Death Case) Hearing
Disability Benefits Law Hearing Point
Disfigurement IEU (Insurance Examining Unit of the Disability
Division of Safety and Health (DOSH) Benefits Bureau)
DN (Dunning notice) Illegally Employed Minor
Document Image
DOL (Department of Labor) IN
Double Compensation - (Also Double Indemnity) In Line of Duty
Earning Capacity Incidence Rate
eClaims Incomplete Case
Edit Matrix Table Incurred Losses
Election of Remedies Indemnity Benefits
Electronic Data Interchange (EDI) Indexed Claim
Employer's Liability Industry Code
Employer Number Injury Type
Employer Type Insurance Group
Employment Tenure Job Tenure
ERNUM (Employer Registration Number) Judge
Establishment Judgment
et al (Latin meaning "and others.") Jurisdiction
Event or Exposure Code Jurisdiction Claim Number (JCN)
Examiner JV (Joint Venture)
Exclusive State Fund State Lapse Checker
66
Lead Case Non-Compensated Case
Legacy Claim Non-compliance
Licensed Representative Non-Scannable Object (NSO)
LLC (Limited Liability Company) Nonschedule Permanent Partial Disability
LLP (Limited Liability Partnership) Notice
Loss Profile NS (Not Subject)
Loss Ratio OB (Out of Business)
Lost Time Occupation
Lost Workday Cases Occupational Disease (OD)
Lost Workdays Occupational Disease, Notice and Causal Relationship
Lump-Sum Settlement (ODNCR)
Maintenance Type Code (MTC) Occupational Illness
Managed Care Occupational Injury
Manual Rates Occupational Safety and Health Administration (OSHA)
Maximum Medical Improvement Occupational Safety and Health Program (OSH)
Medical Benefits Onset Date
Medical Fee Schedule Partial Denial
Medical Treatment Part of Body Injured
Monopolistic State Fund State Party of Interest
MSC (Mail Stop Code) Penalties
MTC (Maintenance Type Code) Permanent Total Disability
MTC Filing Instructions Permanent Partial Disability
Multi-Page, Separate Document PESH (Public Employees Safety and Health Bureau)
Multi-Type Document - (Scanning prep) PFME (Prima Facie Medical Evidence)
NAIC (National Association of Insurance Physical Rehabilitation
Commissioners) PLLC (Professional Limited Liability Company)
National Council on Compensation Insurance (NCCI) POC (Proof of Coverage)
National Institute for Occupational Safety and Health Policy Data
(NIOSH) Policy Number
Nature of Injury/Illness Premium
NE (No Employees) Present Value
Net Earned Premium Pro-Se Claimant
New Mail Protracted Healing Period
New York Committee for Occupational Safety and Pseudo Box
Health QUI (Quarterly Unemployment Insurance Address File)
New York Compensation Insurance Rating Board Quick Code Reference List
New York State Assessments R Forms
NFP (Not-for-Profit) Receiver
No-Claim File Recruitment Request Form
No Further Action (NFA)
67
Redesign of the Occupation Safety and Health State Insurance Fund (SIF)
Program (ROSH) Status Quo Ante
Redetermination Stay
Reduced Earnings Subrogation
REEMP Subsequent Report of Injury (SROI)
Registration Section Survey of Occupational Injuries and Illnesses
Rehabilitation Services Suspend
Reimbursement, Request for Sweep Benefit
Reinstatement Symptomatic Treatment
Rejected Transaction Temporary Total Disability
Reopened Case Temporary Partial Disability
Reopened Cases Fund Tentative Rate
Report of Payment Third Party Administrator
Rescind (a Decision) Third Party Settlement
Retrospective Rating Token
Review, Request for Trading Partner
RLLP Transport
RP Trustee
Sample T/A (Trading As)
Scheduled Loss of Use (SLU) UC (Uncollectible Penalty)
Second Injury Fund Unemployment Insurance Employer Registration
Secondary Source of Injury/Illness (UIER) number
Self-Insurance Uninsured Employers' Fund (UEF)
Separate Document Video Conferencing Guidelines
Sequela (pl. Sequelae) Vocational Rehabilitation
Shift Start Time Volunteer Ambulance Worker
SL (Statutory Lapse) Volunteer Ambulance Workers Benefit Law (VAWBL)
Social Security Number (SSN) Volunteer Firefighter
Source of Injury/Illness Volunteer Firefighters Benefit Law (VFBL)
Special Disability Fund Wage
Special Funds Wage Expectancy
Special Funds Conservation Committee Waiting Period
Standard Earned Premium Walk-In Stipulation Calendar (WISK)
Standard Industrial Classification (SIC) WC
68
Social Security and Welfare

Welfare is a type of government support intended to ensure that members of a society can meet basic
human needs such as food and shelter. Social security may either be synonymous with welfare, or refer
specifically to social insurance programs, which provide support only to those who have previously
contributed (e.g., most pension systems), as opposed to social assistance programs, which provide
support based on need alone (e.g., most disability benefits).
AME (Average Monthly Earnings) Domestic violence
Appeal (Appeal Rights) Duration and Continuity
Application for Benefits Earned income
Award Certificate Early Retirement
Award letter Eligible
Back pay (Retroactive pay) Entitled
Bank account (Checking, savings) Exempt
Bank Statement Evidence (Proofs)
Benefits Expenses
Retirement Expire
Disability Extension
Family (dependents) File an application
Survivors Filing date
Medicare Fine
Benefit amount Form
Benefits – Reduced Full-time
Bill Garnish
Billing Statement Gross earning
Birth Certificate (Original) Handicap
Bread Winner Health Insurance
Cash Hearing
Cash Benefits Hearing officer
Check list Home health aid
Check Stub Home health aide
Child Home health visit
Claim Homeless
Claim Number Household goods
Claimant Housing assistance
Denial notice Immigration records
Dependent Immigration status
Decision Notice (Award Letter or Denial Letter) Impairment
Direct Deposit In writing
Disability (Mental, Physical) Income (gross)
Disability Benefits Income (net)
Disability Determination Services Income Tax Return
Domestic Services Insured Status
69
Installments Personal expenses
Lawful Alien Status Personal grooming
Legally blind Physical or mental impairment
Life insurance policy Please notify us
Light work Policy
Living arrangements Policy number
Living expenses Primary
Low-income Private Insurance
Mailing address Profit
Make payment Proof
Managed Care Plan (Medicare) Provide services
Management Reconsideration
Marital status Record
Maximum Earnings Recur
Medicaid Reduce
Medicare Refugee
Meet requirements Release (information)
Mental incompetence Rent
Minimum wage Rental contract (agreement)
Minors Requirement
Misuse of benefits Residence
Need Responsibilities
Net earnings Retroactive Benefits (Back Pay)
Net profit Review of the benefits
Network Room and Board
Notice Salary
Notify Self-employment Income
Nursing Care Skilled nursing facility
Nursing Home Social Security
Nutrition Assistance Programs Social Security Number (Social Security Card)
Ongoing benefits Social Security Office
Overpayment refund Source
Package of benefits State supplement
Participating Survivors Benefits
Past-due benefits Supplemental Security Income (SSI)
Past-due bills Suspension
Pay stub Tax Return
Payee Temporary benefits
Penalty Telephone interview
Pension Temporary Assistance for Needy Families (TANF)
Pension plan Total income
Period of benefits U.S. Department of Labor
Period of disability U.S. Department of Health and Human Services
70
Utilities Wage Statement
Valid Waiver
Verbatim Welfare Department
Verification Withdraw the claim
Wages Withhold
Wage Earner W-2-Form
New York City Transit Authority

The NYCTA is a public authority in the U.S. state of New York that operates public transportation in New York City.
Part of the Metropolitan Transportation Authority, the busiest and largest transit system in North America,[6] the
NYCTA has a daily ridership of 8 million trips (over 2.5 billion annually).
Access-A-Ride (AAR) provides transportation for people with disabilities who are unable to use public bus or subway
service for some or all their trips.
MTA- Metropolitan Transportation Authority Call back status

Access-A-Ride program (AAR) Transit fare
Access-A-Ride card (AAR) Medical equipment:
Paratransit trip Cane
Book a trip Walker
Subway station Crutches
Subway station booth Scooter
Taxi Authorization Wheelchair
MetroCard Brace
Reduced-Fare MetroCard ID number
Cross streets for an address (“What are the cross streets?”) ID card
Pickup address Eligibility department
Drop-off address Reservation/Booking department
Destination Fair Fares program
Pick up time MetroCard Balance Protection program
Appointment time Transfer a balance
Assessment Mobile Unit
Application PCA- Personal Care Assistant
71
LGBTQIA+ Glossary of Terms for Health Care Teams
Becoming familiar with terms used by lesbian, gay, bisexual, transgender, queer,
intersex, asexual, and other sexual and gender minorities (LGBTQIA+) can help you
provide patients with the highest quality care. In this glossary, you will find terms relevant
to the health care and identities of LGBTQIA+ people.
Keep in mind that definitions vary across communities; not all your patients will agree
with all of these definitions, so defer to the terms your patients use to describe
themselves.
Agender (adjective) – Describes a person who identifies as having no gender, or who

does not experience gender as a primary identity component.
Ally (noun) – A person who actively supports the rights of a marginalized community even
though that person is not a member of that community; for example, a heterosexual
person who campaigns for the rights of gay people.
Aromantic (adjective) – Describes a person who experiences little or no romantic

attraction to others, and/or lacks interest in forming romantic relationships. Aromantic
people may still have intimate relationships.
Asexual (adjective) – Describes a person who experiences little or no sexual attraction to

others. Asexual people may still engage in sexual activity.
Assigned female at birth/Assigned male at birth (noun) – Refers to the sex that is
assigned to an infant, most often based on the infant’s anatomical and other biological
characteristics. Commonly abbreviated as AFAB (assigned female at birth) or AMAB
(assigned male at birth).
Bigender (adjective) – Describes a person whose gender identity combines two genders.
Binding (verb) – The process of tightly wrapping one’s chest to minimize the appearance
of having breasts. This is achieved through use of constrictive materials such as cloth
strips, bandages, or specially designed undergarments, called binders.
Biphobia (noun) – Discrimination towards, fear, marginalization, and hatred of bisexual

people, or those who are perceived as bisexual. Individuals, communities, policies, and
institutions can be biphobic.
Bisexual (adjective) – A sexual orientation that describes a person who is emotionally

and physically attracted to women/females and men/males. Some people define
bisexuality as attraction to all genders. See pansexual.
72
Bottom (noun) – A slang term for genitals and buttocks. Also used to refer to the receptive
partner in anal sex.
Bottom surgery (noun) – Slang term for gender-affirming genital surgery.
Cisgender (adjective) – A person whose gender identity is consistent in a traditional

sense with their sex assigned at birth; for example, a person assigned female sex at birth
whose gender identity is woman/female. The term cisgender comes from the Latin prefix
cis, meaning “on the same side of.”
Coming out (verb) – The process of identifying and accepting one’s own sexual
orientation or gender identity (coming out to oneself), and the process of sharing one’s
sexual orientation or gender identity with others (coming out to friends, family, etc.).
Gender-affirming hormone therapy (noun) – Feminizing and masculinizing hormone

treatment to align secondary sex characteristics with gender identity.
Differences of Sex Development (DSD) (noun) – See intersex.
Drag (noun) – The theatrical performance of a gender or multiple genders that are not
your own. Performers are called Drag Kings and Drag Queens. Most drag performers are
cisgender. The terms Drag King and Drag Queen can also be used as an insult.
Gay (adjective) – A sexual orientation describing people who are primarily emotionally
and physically attracted to people of the same sex and/or gender as themselves.
Commonly used to describe men who are primarily attracted to men but can also
describe women attracted to women.
Gender (noun) – The characteristics and roles of women and men according to social
norms. While sex is described as female, male, and intersex, gender can be described
as feminine, masculine, androgynous, and much more.
Gender affirmation (noun) – The process of making social, legal, and/or medical changes
to recognize, accept, and express one’s gender identity. Social changes can include
changing one’s pronouns, name, clothing, and hairstyle. Legal changes can include
changing one’s name, sex designation, and gender markers on legal documents. Medical
changes can include receiving gender-affirming hormones and/or surgeries. Although
this process is sometimes referred to as transition, the term gender affirmation is
recommended.
Gender-affirming surgery (GAS) (noun) – Surgeries to modify a person’s body to be more

aligned with that person’s gender identity. Types of GAS include chest and genital
surgeries, facial feminization, body sculpting, and hair removal.
Gender-affirming chest surgery (noun) – Surgeries to remove and/or construct a
73
person’s chest to be more aligned with that person’s gender identity. Also referred to as
top surgery. Types of chest surgeries include:
• Feminizing breast surgery: breast augmentation, chest construction, or breast

mammoplasty
• Masculinizing chest surgery: mastectomy (removal of breast tissue) and chest

contouring
Gender-affirming genital surgeries (noun) – Surgeries that help align a person’s genitals
and/or internal reproductive organs with that person’s gender identity, including:
• Clitoroplasty (creation of a clitoris)

• Hysterectomy (removal of the uterus; may also include removal of the cervix, ovaries,
and fallopian tubes)
• Labiaplasty (creation of inner and outer labia)
• Metoidioplasty (creation of a masculine phallus using testosterone-enlarged clitoral
tissue)
• Oophorectomy (removal of ovaries)
• Orchiectomy (removal of testicles)
• Penectomy (removal of the penis)
• Phalloplasty (creation of a masculine phallus)
• Scrotoplasty (creation of a scrotum and often paired with testicular implants)
• Urethral lengthening (to allow voiding while standing)
• Vaginectomy (removal of the vagina)
• Vaginoplasty (creation of a neo-vagina)
• Vulvoplasty (creation of a vulva)
Gender binary structure (noun) – The idea that there are only two genders (girl/woman
and boy/man), and that a person must strictly fit into one category or the other.
Gender-diverse (adjective) – Describes the community of people who fall outside of the
gender binary structure (e.g., non-binary, genderqueer, gender fluid people).
Gender dysphoria (noun) – Distress experienced by some people whose gender identity
does not correspond with their sex assigned at birth. The Diagnostic and Statistical
Manual of Mental Disorders (DSM-5) includes gender dysphoria as a diagnosis for people
whose distress is clinically significant and impairs social, occupational, or other
important areas of functioning. The degree and severity of gender dysphoria is highly
variable among transgender and gender-diverse people.
Gender expression (noun) – The way a person communicates their gender to the world
through mannerisms, clothing, speech, behavior, etc. Gender expression varies
depending on culture, context, and historical period.
Gender fluid (adjective) – Describes a person whose gender identity is not fixed. A person
who is gender fluid may always feel like a mix of more than one gender but may feel more
74
aligned with a certain gender some of the time, another gender at other times, both
genders sometimes, and sometimes no gender at all.
Gender identity (noun) – A person’s inner sense of being a girl/woman/female,

boy/man/male, something else, or having no gender.
Gender role (noun) – A set of societal norms dictating what types of behaviors are
considered acceptable, appropriate, or desirable for a person based on their actual or
perceived gender. These roles change with time, culture, context, and interpersonal
relationships.
Genderqueer or gender queer (adjective) – An umbrella term that describes a person

whose gender identity falls outside the traditional gender binary of male and female.
Some people use the term gender expansive.
Heteronormativity (noun) – The assumption that everyone is heterosexual, or that only

heterosexuality is “normal.” Also refers to societal pressure for everyone to look and act
in a stereotypically heterosexual way. Heteronormativity can manifest as heterosexism,
the biased belief that heterosexuality is superior to all other sexualities.
Heterosexual (adjective) – A sexual orientation that describes women who are primarily
emotionally and physically attracted to men, and men who are primarily emotionally and
physically attracted to women. Also referred to as straight.
Homophobia (noun) – Discrimination towards, and fear, marginalization, and hatred of

lesbian and gay people, or those who are perceived as lesbian or gay. Individuals,
communities, policies, and institutions can be homophobic.
Intersectionality (noun) – The idea that comprehensive identities are influenced and
shaped by the interconnection of race, class, ethnicity, sexuality/sexual orientation,
gender/gender identity, physical disability, national origin, religion, age, and other social
or physical attributes.
Intersex (adjective) – Describes a group of congenital conditions in which the

reproductive organs, genitals, and/or other sexual anatomy do not develop according to
traditional expectations for females or males. Intersex can also be used as an identity
term for someone with one of these conditions. The medical community sometimes uses
the term differences of sex development (DSD) to describe intersex conditions; however,
the term intersex is recommended by several intersex community members and groups.
Lesbian (adjective, noun) – A sexual orientation that describes a woman who is primarily
emotionally and physically attracted to other women.
Men who have sex with men/women who have sex with women (MSM/WSW) (noun) –
Categories used in public health research and programs to describe people who engage
75
in same-sex sexual behavior, regardless of how they identify their sexual orientation.
People rarely use the terms MSM or WSW to describe themselves.
Minority stress (noun) – Chronic stress faced by members of stigmatized minority groups,
such as sexual and gender minority people. Minority stress is caused by external,
objective events and conditions, expectations of such events, the internalization of
societal attitudes, and/or concealment of one’s sexual orientation or gender identity.
Minority stress is compounded when a person holds multiple marginalized identities.
Misgender (verb) – To refer to a person by a pronoun or other gendered term (e.g.,

Ms./Mr.) that incorrectly indicates that person’s gender identity.
Chosen Name/Name Used (noun) – The name a person goes by and wants others to use
in personal communication, even if it is different from the name on that person’s
insurance or identification documents (e.g., birth certificate, driver’s license, and
passport). Chosen name is recommended over preferred name. The terms Chosen name
or Name used can be put on patient health care forms alongside Name on your insurance
(if different) and Name on your legal identification documents (if different). In
conversation with patients, health care staff can ask, “What name do you want us to use
when speaking with you?”, or “What is your chosen name?”
Outing (verb) – Involuntary or unwanted disclosure of another person’s sexual orientation

or gender identity.
Non-binary (adjective) – Describes a person whose gender identity falls outside of the
traditional gender binary structure of girl/woman and boy/man. Sometimes abbreviated
as NB or enby.
Open relationship (noun) – Describes a relationship between two partners who

consensually agree to non-monogamy (i.e., intimacy outside the primary partnership).
Pangender (adjective) – Describes a person whose gender identity is comprised of many

genders or falls outside the traditional cultural parameters that define gender.
Pansexual (adjective) – A sexual orientation that describes a person who is emotionally

and physically attracted to people of all gender identities, or whose attractions are not
related to other people’s gender.
Polyamorous (noun) – A sexual and/or romantic relationship comprising three or more

people. Polyamorous can also describe a person in a polyamorous relationship.
Sometimes abbreviated as poly.
76
Pronouns (noun) – Pronouns are the words people should use when they are referring to
you, but not using your name. Examples of pronouns are she/her/hers, he/him/his, and
they/them/theirs. The appropriate phrasing is “What are your pronouns?” when seeking
this information.
QPOC (noun) – An acronym that stands for queer person of color or queer people of color.
Queer (adjective) – An umbrella term describing people who think of their sexual
orientation or gender identity as outside of societal norms. Some people view the term
queer as more fluid and inclusive than traditional categories for sexual orientation and
gender identity. Although queer was historically used as a slur, it has been reclaimed by
many as a term of empowerment. Nonetheless, some still find the term offensive.
Questioning (adjective) – Describes a person who is unsure about or is exploring their

sexual orientation and/or gender identity.
Same gender loving (SGL) (adjective) – An alternative to the terms gay and lesbian. SGL
is more commonly used by African American/Black communities.
Same-sex attraction/attracted (SSA) (noun/adjective) – Describes the experience of a

person who is emotionally and/or physically attracted to people of the same sex or
gender but does not necessarily engage in same-sex sexual behavior. Used most by
people who live in religious communities that are not accepting of LGBTQIA+ identities.
People who use SSA as an identity term may not feel comfortable with the terms gay,
lesbian, queer, or bisexual.
Sex (noun) – See sex assigned at birth.
Sex assigned at birth (noun) – The sex (male or female) assigned to an infant, most often
based on the infant’s anatomical and other biological characteristics. Sometimes
referred to as birth sex, natal sex, biological sex, or sex; however, sex assigned at birth
is the recommended term.
Sexual orientation (noun) – How a person characterizes their emotional and sexual
attraction to others.
Social stigma (noun) – Negative stereotypes and lower social status of a person or group
based on perceived characteristics that separate that person or group from other
members of a society.
Straight (noun) – See heterosexual.
77
Structural stigma (noun) – Societal conditions, policies, and institutional practices that
restrict the opportunities, resources, and well-being of certain groups of people.
Top (noun) – A slang term for the chest. Also refers to the insertive partner in anal sex.
Top surgery (noun) – Slang term for gender-affirming chest surgery.
Transgender (adjective) – Describes a person whose gender identity and sex assigned
at birth do not correspond based on traditional expectations; for example, a person
assigned female sex at birth who identifies as a man; or a person assigned male sex at
birth who identifies as a woman. Transgender can also include people with gender
identities outside the girl/woman and boy/man gender binary structure; for example,
people who are gender fluid or non-binary. Sometimes abbreviated as trans.
Trans man/transgender man (noun) – A transgender person whose gender identity is

man/male may use these terms to describe themselves. Some will use the term man.
Trans woman/transgender woman (noun) – A transgender person whose gender identity

is female may use these terms to describe themselves. Some will use the term woman.
Transfeminine (adjective) – Describes a person who was assigned male sex at birth but
identifies with femininity to a greater extent than with masculinity.
Transmasculine (adjective) – Describes a person who was assigned female sex at birth
but identifies with masculinity to a greater extent than with femininity.
Transphobia (noun) – Discrimination towards, fear, marginalization, and hatred of

transgender people or those perceived as transgender. Individuals, communities,
policies, and institutions can be transphobic.
Transsexual (adjective) – A term used sometimes in the medical literature or by some

transgender people to describe people who have gone through the process of medical
gender affirmation treatments (i.e., gender-affirming hormones and surgeries).
Trauma-informed care (noun) – An organizational structure and treatment framework

that centers on understanding, recognizing, and responding to the effects of all types of
trauma.
Tucking (noun) – The process of hiding one’s penis and testes with tape, tight shorts, or
specially designed undergarments.
78
Two-Spirt (adjective) – Describes a person who embodies both a masculine and a

feminine spirit. This is a culture-specific term used among some Native American,
American Indian, and First Nations people.
Outdated and Insensitive Terms to Replace

Most people consider the following terms outdated and insensitive. We recommend
replacing these words with the suggested terms provided.
Outdated term Recommended term

Berdache Two-spirit
Biological female/male Assigned female/male at birth
Cross-sex hormone therapy; hormone
Gender-affirming hormone therapy
replacement therapy
Disorders/differences of sex
Intersex
development
Female-to-male (FTM) and Male-to Transgender man and transgender
female (MTF) woman
Gender nonconforming Gender non-binary
Hermaphrodite/Ambiguous genitalia Intersex
Homosexual Gay or lesbian
Administrative name or Name on
Legal name
legal documents
Preferred name Chosen name or Name used
Preferred pronouns Pronouns
Sex change/Sex reassignment
Gender-affirming surgery
surgery/Gender reconstruction surgery
Sexual preference/lifestyle Sexual orientation
Transgendered Transgender
Sources
Definitions for this glossary were developed and reviewed by the National LGBT Health Education Center
and other experts in the field of LGBTQIA+ health, as well as adapted from glossaries published by the
Safe Zone Project and the UCLA LGBT Resource Center.
79
Legal/Court Terms
Abstract of judgment - An official copy of the contents of a civil judgment.
Abstract of conviction - An official copy of the contents of a criminal or traffic verdict and sentence.
Accord and Satisfaction - An agreement between the parties whereby a claim or charge may be dismissed
by the court upon a payment or other consideration given to the person injured.
Accused - The person against whom an accusation is made; one who is charged with a crime or traffic
infraction.
Action - Proceeding in a court by which one party prosecutes another for the enforcement or protection of
a right, or the redress or prevention of a civil wrong.
Adjudicate - To pass on judicially, to decide, settle, or decree.
Admissible - Pertinent and proper to be considered in reaching a decision. Refers to the evidence
considered in determining the issues to be decided in any judicial proceeding.
Adversary proceeding - One having opposing parties; contested, as distinguished from a hearing in which
only one party appears.
Affiant - The person who makes and signs an affidavit.
Affidavit - A written, printed, or videotaped declaration or statement of facts, made voluntarily, and
confirmed by the oath or affirmation of the party making it, taken before an officer having authority to
administer such oath.
Affirm - To ratify, make firm, confirm, establish, reassert. Alternate procedure to swearing under an oath.
Aggravating Factor - A fact or circumstance associated with a criminal act that makes it more serious or
injurious.
Aggrieved party - One whose legal right is invaded by an act complained of.
Alleged - Claimed; asserted; charged.
Alias - "Otherwise called," indicating one was called by one or the other of two names.
Amend - To change.
Answer - A pleading by which defendant in civil suit at law endeavors to resist the plaintiff's demand by
stating facts. The defendant may deny the claims of the plaintiff, or agree to them, and may introduce new
matter.
Appeal - Taking a case which has been decided in a court of inferior jurisdiction to one of superior
jurisdiction, for the purpose of obtaining a review.
Appeal bond - A type of bond set by the court and filed by the appellant who had a civil judgment entered
against him to forestall issuance of execution until the cause can be passed upon and disposed of by the
superior court.
80
Appellant - The party who takes an appeal from one court to another.
Appellee - The party who must respond to the appellant.
Arraign - Arraignment of an accused consists of calling upon him by name, reading to him the charges in
the arrest documents, demanding of him whether he pleads guilty or not guilty or, in misdemeanors, nolo
contendere, and entering his plea. This hearing may be combined with right to counsel hearing.
Arrest - To deprive a person of his liberty by legal authority.
Attachment - The act or process of taking, apprehending, or seizing persons or property, by virtue of a writ,
summons, or other judicial order, and bringing the same into the custody of the law; used either for the
purpose of bringing a person before the court, of acquiring jurisdiction over the property seized, to compel
an appearance, to furnish security for debt or costs, or to arrest a fund in the hands of a third person who
may become liable to pay it over.
Bail - The release of a person from legal custody by a written agreement that he shall appear at the time
and place designated and submit himself to the jurisdiction of the court and observe the requirements set
forth in the recognizance.
Bail forfeiture - Order by the court that the surety pay to the court the amount of security pledged for failure
of an accused to comply with the requirements of the bond. The court in turn pays the funds to the
jurisdiction whose laws were violated.
Bill of particulars - A written statement or specification of the details of the demand for which an action at
law is brought.
Bond - A certificate or evidence of a debt with a sum fixed as a penalty, which contains a written agreement
binding the parties to pay the debt, conditioned, however, that the payment of the penalty may be avoided
by the performance of certain acts by one or more of the parties.
Bondsman - A professional surety who has entered into a bond as surety.
Breach - The breaking or violating of a law, right, or duty, either by commission or omission.
Capias - A type of arrest document issued by the court charging the offender with a violation of a court
order or court process of contempt of court.
Child in Need of Services - A child whose behavior, conduct, or condition poses a risk of harm to himself
or another person.
Child in Need of Supervision - A child who is habitually absent from school or who abandons his family or
guardian in a manner that requires intervention by the court to protect the child's welfare.
Civil action - A case brought for determination enforcement or protection of a right, or redress; or
prevention of a wrong; every action other than a criminal action.
CCRE - Central Criminal Records Exchange; an abbreviation of the name of the report prepared by court
clerk's offices and sent to the State Police.
Codicil - An amendment to a will. Wills are handled by the circuit courts.
Commissioner in Chancery - A neutral attorney appointed by the court to gather facts, conduct depositions,
and create a report to the court setting forth the facts along with recommendations regarding the case.
Commissioners in Chancery are appointed by circuit courts for certain circuit court cases.
81
Complaint - criminal - A charge brought before a judicial officer having jurisdiction, that a person named
has committed a specified offense.
Commonwealth's Attorney - The name of the public officer who is elected in each city or county to conduct
criminal prosecutions on behalf of the state.
Contempt of court - Any act which is calculated to embarrass, hinder, or obstruct the court in administration
of justice, or which is calculated to lessen its authority or its dignity.
Continuance - A postponement of further proceedings in a hearing, trial, or other judicial proceeding until
a later date.
Contract - A legally enforceable agreement between two or more parties made orally or in writing.
Contributory Negligence - A legal doctrine which states that, in a civil action based on negligent conduct,
the plaintiff may not recover from the defendant if the plaintiff was also negligent.
Convict - To find a person guilty of a criminal charge.
Counterclaim - A claim presented by a defendant in opposition to deduction from the claim of the plaintiff
whether or not it arises from the matters in question in plaintiff's action.
Court order - A command or mandatory direction of a judge which is made during a case. Also includes a
command of the judge which establishes courtroom or administrative procedures.
Crime - A positive or negative act in violation of penal law; an offense against the state classified either as
a felony or misdemeanor.
Cross-claim - An expansion of the original action in which a claim is brought by a defendant against a third
party not originally sued by the plaintiff in the same action or against a co-defendant or both concerning
matters in question in the original action.
Cross-examination - The examination of a witness upon a trial or hearing, or upon taking a deposition, by
the party opposed to the one who put him on the witness stand to testify.
Custody - The detainment of a person by virtue of lawful process or authority; actual imprisonment.
Custody case - In juvenile and domestic relations district court or circuit court, the type of proceedings in
which the court determines which parent, other adult or agency shall have physical control over a child.
Damages - Money awarded by the court to a person harmed by the unlawful or negligent act of another.
Decree - An order of the court in an equity matter. Decrees are issued by circuit courts.
Defendant - The party against whom relief or recovery is sought in a court action or suit. Sometimes used
to designate the accused in criminal or traffic cases.
Default - An omission of that which ought to be done. Failure to act. Also, failure of the defendant in a civil
case to appear and contest the claim.
Demurrer - A motion to dismiss a case because the claim is legally insufficient.
Deposition - The testimony of a witness taken upon oral examination, after notice to the adverse party, not
in open court, but in pursuance of a notice to take testimony issued by the party wanting the deposition.
The adverse party has the right to attend and cross-examine. Testimony is reduced to writing and duly
82
authenticated and intended to be used in connection with the trial of an action in court. These are used in
circuit court.
Deputy clerk - A subordinate employee to the clerk who is empowered to act in the place of the clerk in the
official business of the court.
Detention - The holding of a person in custody or confinement.
Detinue - A form of action which exists for the recovery of personal property (or their alternative value) from
one who acquired possession together with damages for the detention.
Direct Examination - The initial questioning of a witness by the party who called the witness.
Disclaim - To refuse or deny.
Discovery - Procedures by which one party to a lawsuit may obtain information relevant to the case which
is held or known by the other party.
Dismissal - An order disposing of an action, suit, etc., without trial.
Distress - The creation of a lien on or seizure of personal property belonging to a tenant to ensure collection
of rent.
Disposition - Determination of the final arrangement or settlement of a case following judgment.
Divorce - Legal dissolution of a marriage by the court. Divorce cases are handled by circuit courts.
Docket - A record of all cases and actions scheduled to be heard in court, whether or not the matter is
actually heard in a court on a particular day.
Docket book - The chronological collection of all docket sheets of a court.
Docket sheet - A form containing the docket. More than one docket sheet may be needed to contain one
day's docket.
Elements - Facts or circumstances that define a crime, each of which must be proven beyond a reasonable
doubt in order to result in a conviction.
Eminent Domain - The power of the government to take private property for public use, with compensation.
The procedure for taking property under eminent domain is called condemnation and is reviewed by circuit
courts.
Enjoin - To order a person to cease performing a certain act. Circuit courts may enjoin a person from acting
in certain cases.
Equity - A body of civil law concerned with doing justice where money is inadequate or inappropriate as a
remedy. Examples of equitable actions include divorce and injunctions. Equity cases are handled by circuit
courts.
Escrow - Money or other property held upon agreement of the parties by a neutral third party and released
according to the agreement upon the fulfillment of its terms.
Estate - The property owned by a person, in his or her name, at the time of the person's death. Estates and
wills are handled by circuit courts.
83
Eviction - The legal process by which one recovers land or a dwelling from another.
Evidence - All the means by which a matter of fact, the truth of which is submitted for investigation, is
established or disproved.
Execute - To enforce a civil judgment by seizure and either transfer or liquidation of the judgment debtor's
assets through post-trial judicial process.
Executor - A person named in a will who administers the estate of a deceased person. An executor must
"qualify" before the circuit court where the will is filed.
ex parte - A judicial proceeding, order, injunction, etc., is said to be ex parte when it is taken or granted at
the instance and for the benefit of one party only, and without notice to, any person adversely interested.
Expungement - A process by which a record, or a portion thereof, is officially erased or removed after the
defendant is not convicted. Criminal record expungement requests are heard by circuit courts, and, under
certain conditions, by the general district court.
Extradition - The surrender by one state to another of an individual accused or convicted of an offense
outside its own territory and within the territorial jurisdiction of the other, which, being competent to try
and punish him, demands the surrender.
Execution of judgment - The process of putting into effect the judgment of the court in civil cases; usually
by garnishment or levy, through post-trial, statutory enforcement procedures requiring the forcible removal
and disposal of the property of the losing party.
Felony - A crime punishable by death or confinement in the penitentiary. See § 18.2-10 for classification
of felonies and the punishment for each classification.
Fiduciary - A person who has a legal and ethical duty to act in the best interests of another person.
Examples include an executor or a guardian.
Finding - The result of the deliberations of a court.
Forfeiture - A deprivation or destruction of a property right in consequence of the nonperformance of some

obligation or condition.
Garnishee - One garnished; a person against whom process of garnishment is issued; one who has money
or property in his possession belonging to a judgment debtor, or who owes the judgment debtor a debt,
which money, property, or debt is attached in his hands, with notice to him not to deliver or pay over to the
judgment debtor the amount claimed in the garnishment summons until the judgment in the suit is
entered.
Garnishment - A statutory post-judgment proceeding in which a third party who holds property, money or
credits belonging to the judgment debtor is required to surrender such property, money or credits (to the
extent of the judgment) to the court or sheriff for application against the judgment awarded against the
judgment debtor.
Grand Jury - A special type of jury assembled to investigate whether criminal charges should be brought.
Grand jury proceedings are supervised by circuit courts.
Guardian ad litem - A lawyer appointed to defend or prosecute a case on behalf of a party who is
incapacitated by a young age or other condition.
84
Guilty - Responsible for committing a criminal offense or a traffic infraction. The word used by an accused
in pleading to the charges when he confesses to committing the crime of which he is charged. It is also
used by the judge if he finds that the accused committed a criminal offense or a traffic infraction.
Habeas corpus - A writ commanding the person holding a prisoner in custody to bring the prisoner before
the court for a determination of whether the prisoner is restrained of his liberty by due process. It is not
used to determine the guilt or innocence of the prisoner.
Incarceration - Imprisonment; confinement in a jail or penitentiary.
Indemnify - To shift responsibility for a loss from the person held legally responsible to another party.
Indictment - A formal accusation by a grand jury that charges a person with a crime. Indictments are used
to bring more serious charges and are used in circuit court only.
Indigent - In a general sense, one who is needy and poor, or one who has insufficient property to furnish
him a living nor anyone able to support him or to whom he is entitled to look for support.
Information - A formal accusation by a prosecutor setting forth criminal charges against a person. An
information is used in circuit court.
Insanity Plea - A claim by a defendant that he or she lacked the mental capacity at the time of the crime
and should not be held responsible for it.
Interrogatories - A set of series of written questions drawn up for the purpose of being asked of a party, a
garnishee, or a witness or other party to be answered under oath.
Jail - A place of confinement for persons awaiting trial and for persons sentenced to shorter terms of
confinement for misdemeanors.
Judgment - A final decision and order of the court.
Judgment creditor - The person who wins an award against some other person in a civil suit.
Judgment debtor - The person against whom an award is made in a civil suit.
Jurisdiction - The authority of a court or other governmental agency to adjudicate controversies brought
before it.
Jury - A body of persons selected from the community to hear evidence and decide a criminal or civil case.
Juries are used only in circuit court.
Juvenile - A person under the age of 18.
Lack of jurisdiction - The phrase may mean lack of power to act in a particular manner or to give certain
kinds of relief. It may consist of a court's total lack of power to act at all, or lack of power to act in particular
cases because the parties have not complied with conditions essential to the exercise of jurisdiction.
Legal Aid - Legal services are available in some areas to persons unable to afford an attorney. Legal aid
offices handle only civil matters.
Lesser Included Offense - A less serious criminal charge that includes some of the same elements as the
original charge.
85
Letters Testamentary - A document issued by the circuit court that gives an executor the power to take
control of and distribute a deceased person's property.
Levy - A seizure; the setting aside of specific property from the general property of the debtor and placing
it under the control of the sheriff until it can be sold and applied to the payment of the execution.
Lien - A charge or security or encumbrance upon property.
Liquidated damages - The term is applicable when the amount of the damages has been ascertained by
the judgment in the action, or when a specific sum of money has been expressly stipulated by the parties
to a bond or other contract as the number of damages to be recovered by either party for a breach of the
agreement by the other. In truck weight and length violations, liquidated damages are determined by a
statutory formula.
Litigant - A party to a lawsuit; one engaged in litigation.
Magistrate - A judicial officer with limited powers who handles certain preliminary matters such as issuing
warrants, determining bail, issuing emergency protection orders and temporarily committing people to
mental institutions.
Mechanic's lien - A claim created by law for the purpose of securing priority of payment of the price or value
of work performed and materials furnished in building or repairing a structure or personal property.
Mediation - A form of dispute resolution that takes place outside of court where a neutral third party helps
the parties reach a settlement.
Minor - An infant or person who is under the age of legal competence. One under 18.
Misdemeanor - Offenses punishable by fine not exceeding $2,500 or being jailed for a term not exceeding
12 months or a combination of fine and jail within these limits.
Mistrial - A trial that is cut short and does not result in a verdict due to a procedural error or other problem.
The trial must then start over from the beginning.
Mitigating Factor - A fact or circumstance associated with a criminal act that, while not an excuse or
justification, may reduce its severity and result in a lesser sentence.
Modification - A change, addition, or deletion that alters but does not change the basic subject matter.
Motion - A request made to the judge by a litigant or other person connected with the case for a ruling or
order.
Motion for judgment - A pleading filed by a plaintiff to start a civil case which sets forth the basis of
plaintiff's claim and request's judgment in plaintiff's favor.
Negligence - Failure to exercise that degree of care which a reasonable person would have exercised given
the same circumstances.
Next Friend - A person who brings an action or handles matters for the benefit of a minor or a person who
is legally incompetent, without formal appointment by the court.
Nolle prosequi - A formal motion by the prosecuting officer in a criminal action, which states that he "will
no further prosecute" the case. The court would grant the motion in order to dispose of the case.
86
Nolo contendere - "I will not contest it". The name of a plea in a misdemeanor case or traffic infraction
proceeding, having the same legal effect as a plea of guilty, so far as regards all proceedings in the case,
and on which the defendant may be sentenced.
Notary - A public officer whose function it is to administer oaths; to attest and certify, certain classes of
documents; to take acknowledgments, and certify the same.
Not Guilty - A finding or verdict in a criminal case wherein the judge or jury determines that the
Commonwealth has not proven that the defendant is guilty of a charge. Also, the plea that may be made
by a defendant to assert that he or she is not guilty and to demand that the Commonwealth prove its case.
Not Guilty by Reason of Insanity - A finding or verdict in a criminal case wherein the judge or jury determines
that a defendant is not responsible for the act(s) dues to mental incapacity at the time of the offense.
Notice - Formal notification of a legal proceeding or determination.
Nunc pro tunc ("Now for then") - An order which is retroactively effective.
Objection - A protest or exception made by a party against an action by the opposing party.
Ordinance - The enactments of the legislative body of a local government.
Ore tenus - Oral. Used as a technical term to describe a hearing or pleading which is orally presented.
Original jurisdiction - Jurisdiction in the first instance; jurisdiction to take cognizance of a cause at its
inception, try it, and pass upon the law and facts.
Parole - In criminal law, a conditional release. If prisoner makes good, he will receive an absolute discharge
from balance of sentence, but, if he does not, he will be returned to serve unexpired time.
Partial payment - Payment of a sum less than the whole amount originally due.
Party - An individual person or a legal organization such as a partnership or corporation.
Perjury - A criminal offense committed by giving a false statement given under oath.
Personal recognizance - Release of a defendant from jail or arrest by a judicial officer, upon the promise
to appear in court without the necessity of posting bond but with some conditions imposed.
Petition - A formal request to a court to take a certain action on a matter.
Plaintiff - A person who brings an action; the party who complains or sues in a personal action and is so
named on the record.
Plea - Statement made by the defendant either as to his guilt or innocence to the charge made against
him.
Pleadings - The formal allegations by the parties of their respective claims and defenses, for the judgment
of the court.
Power of Attorney - Authorization given by one person allowing another to take action on their behalf.
Preliminary hearing - The hearing given to an accused which is held by a judge, to ascertain whether there
is evidence to warrant the binding over of the accused on the felony charge to the circuit court for further
proceedings.
87
Preponderance - Greater weight of evidence, or evidence which is more credible and convincing to the
mind.
Prima facie - Evidence good and sufficient on its face.
Probable cause - A reasonable ground for belief in the existence of facts warranting the proceedings
complained of (e.g., probable cause to believe that a crime has been committed and that the person
accused may have committed it).
Probation - In modern criminal administration, allowing a person convicted of some offense to remain free
under a suspension of a jail sentence during good behavior and generally under the supervision or
guardianship of probation officer together with other restrictions as the court may impose.
Putative father - The alleged or reputed father of an illegitimate child.
Quash - The action of a court to deny, vacate, or make void a request on legal process, such as a subpoena.
Reasonable Doubt - The degree of certainty beyond which the Commonwealth must prove its accusations
in order to obtain a criminal conviction.
Recognizance - An obligation entered into by an accused before a court, with condition to do some
particular acts, including to appear in criminal court as required, to keep the peace, to be of good behavior,
and not to depart from the Commonwealth.
Remand - Sending a case back to the same court out of which it came for purpose of having some action
taken on it there.
Restitution - The act of making good or giving equivalent for any loss, damage, or injury.
Return - The act of a sheriff, constable, or other ministerial officer, in delivering back to the court a writ,
notice, or other paper, which he was required to serve or execute (see EXECUTE in this Glossary), with a
brief account of his doings under the mandate, the time and mode of service or execution, or his failure to
accomplish it. Also, the endorsement made by the officer upon the writ or other paper, stating what he has
done under it, the time and mode of service, etc.
Revocation - The recall of some power, authority, or thing granted, or a destroying or making void of some
deed that had existed until the act of revocation made it void.
Satisfaction - The discharge of an obligation by paying a party what is due to him or what is awarded to
him, by the judgment of a court or otherwise.
Sealed - A file that is physically closed from review. Also, a document containing a seal or the word "seal"
next to the signer's signature.
Search warrant - An order in writing, issued by a judicial officer, in the name of the state, directed to a
sheriff, or other officer commanding him to conduct a search to aid an official investigation.
Seizure - To take into possession forcibly.
Sentence - The judgment formally pronounced by the judge upon the defendant after his conviction in a
criminal prosecution, setting the punishment for the offense.
Suspended - Postponing the execution of the sentence after it has been pronounced upon certain
conditions.
88
Deferred - Postponing the imposition of the sentence or finding for a period upon certain conditions. Does
not operate as a suspension of sentence.
Service of process-publication - Service of a summons or other process upon an absent or non-resident

defendant, by posting a notice on the courthouse door and, unless dispensed with by the judge, by
publishing the same as an advertisement in a designated newspaper, with such other effort to give him
actual notice as the statute may prescribe.
Service of process-personal - Service of a summons or other process made by delivering it in person to the
person named, in the process.
Service of process-substitute - Service of a summons or other process by any means authorized by statute
other than by personal service. These include service by publication, posted service, service on alternative
individual as authorized by statute.
Show cause rule - A court ruling directing the recipient to appear and present to the court such reasons
and considerations as one has to offer why the recipient should not be punished for violating a court order
or legal process or for contempt of court.
Subpoena - A process to cause a witness to appear and give testimony, commanding him to appear before
a court therein named at a time therein mentioned to testify for the party named under a penalty therein
mentioned.
Subpoena duces tecum - A process by which the court, at the request of a party to an action, commands
a witness who has in his possession or control some document or paper that is relevant to the pending
controversy, to produce it at or before the trial.
Substitute judge - A lawyer authorized to hold court in the absence of the regular judge of a general district
court or a juvenile and domestic relations district court.
Suit in debt - A civil action brought upon claim of non-payment of debt.
Suit in detinue - A type of civil case in which the plaintiff seeks to recover personal property from a
defendant who acquired possession of the personal property lawfully, but allegedly does not have the right
to keep it. In this kind of case, the plaintiff may ask for money damages, but is not required to.
Summons - A document notifying a defendant that an action has been instituted against him and that he
is required to answer to it at a specific time and place.
Surety - One who undertakes to pay money or to do any other act if another, called his principal, fails to
perform as promised. In criminal cases, the accused is the principal.
Tenant Assertion and Complaint - A complaint filed by a tenant against a landlord asserting that the
landlord has failed to fulfill an obligation.
Transcript - A written, verbatim record of a legal proceeding. Generally, transcripts are created only in
circuit court and in some administrative hearings.
Trial de novo - A new trial or retrial had in a circuit court in which the whole case is re-tried as if no trial
whatever had been had in the district court.
Unlawful detainer - The unjustified retention of the possession of lands by one whose original entry was
lawful and of right, but whose right to possession has terminated and who refuses to vacate the premises.
This type of action applies to renters.
89
Venue - "Venue" designates the county or city within which a court with jurisdiction may hear and determine
the case.
Verdict - The formal decision or finding of guilt or innocence made by a judge in a criminal case.
Waive - To abandon, renounce, repudiate or surrender a claim, a privilege, a right, or the opportunity to
take advantage of some defect, irregularity or wrong.
Warrant in Debt - A form used in general district court to seek recovery of money from another party.
Warrant in Distress - A form used in general district court to assert a claim to property held by another, as
satisfaction of a debt or in lieu of performance of an obligation.
Warrant of Arrest - A written order issued and signed by a judicial officer directed to a law enforcement
officer or some other person specially named and commanding him to arrest the body of a person named
in it who is accused of an offense.
Will - A written document in which a person declares how his or her property should be distributed upon
death. Wills are handled by circuit courts.
Witness - One who testifies to what he has seen, heard, or otherwise observed and who is not a party to
the action.
Writ - An order in writing in the name of the state, issuing from a court, addressed to a sheriff or other
officer of the law, or directly to the person whose action the court desires to command, either as the
commencement of a suit or other proceeding or as incidental to its progress, and requiring the
performance of a specified act, or giving authority and commission to have it done.
Writ of Possession - This is the writ of execution employed to enforce a judgment to recover the possession
of land in an unlawful detainer action or personal property in a detinue action. It commands the sheriff to
enter the land or seize the personal property and give possession of it to the person entitled under the
judgment.
90
Latin/Foreign Terms
91
92
93
94
95
96
97
98
99
100
101
102
103
Index
A How to create a conference call using the dialing pad
on your softphone ................................................. 20
Allergy, Cough and Cold Medications .........................29
Anti-anginal Agents .....................................................27
I
Anti-diabetic Agents .................................................... 28
Antihypertensives .......................................................27 Insurance: Car parts and Vehicle types ...................... 35
IT - Starting your Day (Echo Test) ............................... 19
B
L
Being Courteous and Respectful .................................11
Being resourceful .......................................................... 9 Latin/Foreign Terms ................................................... 77
Legal/Court Terms ...................................................... 66
C LEPDD (Direct Dial) ..................................................... 18
LGBTQIA+ Glossary of Terms for Health Care Teams . 58
Call Drops .................................................................... 18 Lowering registers ........................................................ 9
Car Accidents .............................................................. 41
Changing Customer Name ..........................................16
M
Changing Customer/Client Name ................................16
Characteristics of Successful Interpreters .....................3 Measured Standards .................................................. 12
Characteristics That Make The Best Interpreters ..........3 Medications to treat Ear Problems ............................ 30
Circulatory System ......................................................31 Medications to treat Skin Problems ........................... 31
Common Diseases and Illnesses ..................................32 Medications used in Peptic Ulcer Disease .................. 29
Customer Service ........................................................11 Most Common Diagnostic Radiology Exams .............. 33
Most Common Laboratory Tests ................................ 33
D Most Common Surgical Procedures in the U.S. .......... 33
Muscles Overview ...................................................... 32
Data Intake ..................................................................13
Dealing with long segments of information ..................8
N
Digestive System .........................................................29
Nervous System .......................................................... 35
E New York City Transit Authority ................................. 57
Ear Overview ...............................................................37

O
Ethic Principles & Standards of Practice........................ 5
Eye Overview ..............................................................36 Other Gastrointestinal Medications ........................... 30
F P
Finance: .......................................................................47 Pain Descriptors ......................................................... 32
G R
Gastrointestinal Medications ......................................30 Recorded Statements............................................... 43
General Drug Categories .............................................40 Reproductive System.................................................. 39
Respiratory System .................................................... 30
H Routes of medication administration ......................... 34
Hold Time ......................................................................9

S
Hold Times ....................................................................9
How to check available ram ........................................23 Scripts ........................................................................... 7
How to connect to a Zoom meeting while on a Skeletal System .......................................................... 28
conference call on Zoiper .......................................22 Skin System Overview ................................................ 36
104
Social Security and Welfare......................................... 55 U
Switching styles of interpretation .................................8
SysAid .......................................................................... 24 Upbeat Tone of Voice ................................................ 11
Urinary System ........................................................... 38
T
V
Taking over a call ........................................................... 8
Taking over the call ...................................................... 8 Voice Projection ........................................................ 11
Things to Remember ................................................... 10
Types of Insurance Coverages ..................................... 46 W
Types of Vehicles .........................................................39
Workers’ Compensation ............................................. 51
105

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Interpreter Resources

Characteristics of Successful Interpreters

5. Working Well Under Pressure

Ethics, Principles & Standards of Practice

Opening Statement with the Client:

Opening Statement with the LEP:

When using your name, there is no need to use last names.

Situations and How to Handle Them

Dealing with long segments of information

Switching styles of interpretation

 Being Courteous and Respectful

 Upbeat Tone of Voice

4. Entries cannot exceed 24 characters in length: We encourage interpreters to keep their

Changing Customer/Client Name

This action will take you back to the intake screen.

LEPDD (Direct Dial)

IT - Starting your Day (Echo Test)

From your Bria call either one below:

Step 1 Verify Bria settings are correct! Step 2

1. Type a number in Enter name or number.

3. "Start Conference Call" is in the "More call options" menu.

Bria starts a three-party conference call.

Bria adds the new participant.

If you need further help, visit:

How to connect to a Zoom meeting while on a conference

How to check available ram

 Open System in the control panel and Select the General tab.

SysAid – Your new Self-Service Portal

Navigate to https://propiols.sysaidit.com/Login.jsp?manual=true in your preferred browser (Chrome,

 Select “Sign Up”

 Click submit after filling out required fields.

Check your email to confirm.

Now you are in your new self-service portal!!!!

Submit Tickets Get Self Help

Skin System Overview

General Drug Categories

Allergy, Cough and Cold Medications

Medications used in Peptic Ulcer Disease

Other Gastrointestinal Medications

Medications to treat Ear Problems

Medications to treat Skin Problems

Common Diseases and Illnesses

Most Common Surgical Procedures in the U.S.

Most Common Diagnostic Radiology Exams

Most Common Laboratory Tests

Routes of medication administration

buccal held inside the cheek

delivered directly into the stomach or intestine (with a G-tube or J-

inhalable breathed in through a tube or mask

intramuscular injected into muscle with a syringe

intrathecal injected into your spine

intravenous injected into a vein or into an IV line

nasal given into the nose by spray or pump

ophthalmic given into the eye by drops, gel, or ointment

oral swallowed by mouth as a tablet, capsule, lozenge, or liquid

otic given by drops into the ear

rectal inserted into the rectum

subcutaneous injected just under the skin

sublingual held under the tongue

topical applied to the skin

transdermal given through a patch placed on the skin

Car parts, and Vehicle types

Sedan - ______________ Hatchback – Hatchback Convertible - ____________

Sports car - _____________ Hybrid - ___________ Stationwagon - _____________

 Open System in the control panel and Select the General tab.

Sedan - __ Hatchback – Hatchback Convertible -

Sports car - _______ Hybrid - _ Stationwagon - _________

SUV – _____________ Jeep – Van - _

Minivan – _________ Pickup Truck – _ Limousine - _______

Tow truck – ___________ RV - _ Moving Van – __________

Tractor trailer/ Semi – ____________ Truck – _

Flatbed truck – ________ Bicycle - _

Scooter – _____ Motorcycle - _ Moped – _______