Interpreter Job Aid: Condensed Protocol Job Aid Scripts

Verbatim Protocols
Pre-Session Verbatim Interpreter Requirements:

“Good morning/afternoon, my name is [your first name] and I will be your [other language] interpreter  State the Pre-Session verbatim.
[your ID number]. I will interpret everything you say and keep it confidential. How may I help you?”
 You may skip part of the Pre-Session ONLY per the English-Speaker’s
“[Ma’am, Sir], May I introduce myself to the other party?” request.

In your other working language: “Good morning/afternoon, I will be your English interpreter. I will
interpret everything you say and keep it confidential. Please speak in short phrases. May I continue?”

“Go ahead, [Ma’am, Sir].”

Post-Session Verbatim Interpreter Requirements:

“Do you require further interpretation?”  State the Post-Session verbatim.

“Thank you for using our service. Interpreter [your ID number] disconnecting.”  "Do you require further interpretation?" may be skipped if the English-
speaker gives an obvious indication that the session has concluded, for
example: “Thank you, we are done”, “We don’t need further
interpretation”, “That’s all interpreter”, etc.

Short Pre-Session Verbatim Interpreter Requirements:

“Hello, my name is [your first name] and I will be your [LEP person’s language] interpreter [your ID  State the Short Pre-Session verbatim.
number]. Please go ahead.”
 You may skip part of the Short Pre-Session ONLY per the English-Speaker’s
request.

VRI: Pre-Session Verbatim Interpreter Requirements:

To the English-speaker: “Hello, my name is [your first name] and I will be your [LEP person’s language]  State the VRI Pre-Session verbatim.
interpreter [your ID number]. I will interpret everything you say and keep it confidential. Please speak
directly to the other party and use the first person. If the camera is already angled as you wish, may I  You may skip part of the VRI Pre-Session ONLY per the English-Speaker’s
introduce myself to the other party?” request.

To the LEPP [in your other working language]: “Good morning/afternoon, I will be your English
interpreter. I will interpret everything you say and keep it confidential. Please speak in short phrases.
May I continue?”

To the English-speaker: “Please go ahead, [Ma’am, Sir].”

Interpreter Bulletins – Key Protocol Updates – (All Languages) Page 1

© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
Hold Time Notification Verbatim Interpreter Requirements:

During a call, if the English-speaker asks you to wait on hold or gives ANY indication they will step away
from the phone, state the following:
 Follow the protocol steps outlined above.
“I will be glad to hold on the line for you. Is there a maximum number of minutes you would like for me  Follow the English-speaker’s lead and be aware of indications that the
to hold?” English-speaker will step away from the interpreting session. These
indications include any type of request for you to hold or wait, including
If the English-speaker specifies a maximum number of minutes: but not limited to:
1. State the following:  “Hold on a second”
“Thank you. I will hold on the line for [# of] minutes.”  “Hold for a minute”
 “Wait for a couple of minutes”
2. Fill out a Problem Call Report (PCR) IMMEDIATELY that includes:  “I’ll be right back”
a. The number of minutes the English-speaker asked you to wait on hold.  Fill out 1 Problem Call Report per call, regardless of the number of times
b. At what time the English-speaker placed you on hold. you are placed on hold.
c. At what time the English-speaker returned.
 Notify the client about idle call disconnection if placed on hold for over 10
If the English-speaker does not specify a maximum number of minutes or places you on hold without minutes.
prior notification:
1. State the following:  Follow the English-speaker’s lead and use common sense.
“Thank you. Please note that if no one returns to the line, our policy is to disconnect after holding
for 10 minutes to limit potentially unwanted charges.”

2. Fill out a Problem Call Report (PCR) IMMEDIATELY that includes:

a. A note that the English-speaker did not specify the number of minutes to hold or placed you
on hold without prior notification.
b. At what time the English-speaker placed you on hold.
c. At what time the English-speaker returned, or at what time the interpreter disconnected the
call if the English-speaker did not return.

If the English-speaker does not resume the call after a) the specified number of minutes or b) the 10
minute hold time (if you were not told to wait a specified time period):
State the following:
“This is the interpreter speaking: is there an English-speaker on the line?”
(Do this 3 consecutive times).

If you do not receive a response from the English-speaker:

1. Notify the LEPP by stating the following in your target language: “The interpreter’s hold time has
come to an end. Thank you and have a great day.”
2. State the Post-Session and disconnect the call within 2 seconds.
3. Submit the Problem Call Report (PCR) and indicate at what time you disconnected the call.

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
911 Hold Notification Verbatim Interpreter Requirements:

During a 911 call, if the English-speaker asks you to wait on hold or gives ANY indication they will step  Follow the protocol steps outlined above.
away from the phone:
 Follow the English-speaker’s lead and be aware of indications that the
1. State the following: English-speaker will step away from the interpreting session. These
“I will be glad to hold on the line for you.” indications include any type of request for you to hold or wait, including
but not limited to:
2. Fill out a Problem Call Report (PCR) IMMEDIATELY that includes:  “Hold on a second”
a. At what time the English-speaker placed you on hold.  “Hold for a minute”
b. At what time the English-speaker returned.  “Wait for a couple of minutes”
 “I’ll be right back”

 Fill out 1 Problem Call Report per call, regardless of the number of times
you are placed on hold.

 Follow the English-speaker’s lead and use common sense.

Inbound Calling Verbatim Interpreter Requirements:

To the English-speaker: “Good morning/afternoon. This is an inbound call initiated by a [other  State the Inbound Calling script verbatim.
language]-speaking person.”
 You may skip part of the Inbound Calling script ONLY per the English-
To the English-speaker: “My name is [your first name] and I will be your [other language] interpreter Speaker’s request.
[your ID number]. I will interpret everything you say and keep it confidential.”

To the LEPP [in your other working language]: “Good morning/afternoon. I will be your English
interpreter. I will interpret everything you say and keep it confidential. Please speak in short phrases.
How may I help you?”

Supervisor Transfer Verbatim Interpreter Requirements:

1. Current Interpreter:  State the Supervisor Transfer script verbatim.

a. To the English-speaker: “At this point, a different interpreter will take over the call. Please
continue with your session. Thank you.”  You may skip part of the Supervisor Transfer script ONLY per the English-
b. To the LEPP [in your other working language]: “At this point, a different interpreter will take Speaker’s request.
over the call. Please continue with your session. Thank you.”

2. New Interpreter:
a. To the English-speaker: “This is your [other language] interpreter, ID # [your ID number].”
b. To the LEPP [in your other working language]: “I will be your English interpreter.”

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
Emergency Transfer Verbatim Interpreter Requirements:

Interpreter to English-speaker: “At this point, a different interpreter will take over the call. Please hold  State the Emergency Transfer script verbatim.
while we transfer you to a Client Services Representative. Thank you.”
 You may skip part of the Emergency Transfer script ONLY per the English-
To the LEPP [in your other working language]: "At this point, a different interpreter will take over the Speaker’s request.
call.”  Alert a supervisor about your emergency.

In the event that you are questioned as to why you must exit the call: "Due to an unforeseen reason,  Obtain a supervisor’s approval to transfer the call to Client Services.
the interpreter must transfer your call to a Client Services Representative for the next available
interpreter. Thank you.”

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
Meaning-for-Meaning Protocols
Dictionary Check Meaning-for- Interpreter Requirements:

1. To the English-speaker: “[Ma’am, Sir, Title] the interpreter needs a moment to look up a word.”
Meaning
 Notify the English-speaker

2. To the LEPP [in your other working language]: "One moment, please."
+
 Notify the LEPP
Interpreter
Requirements
 If it is taking longer than expected to find the necessary word, notify
the English-speaker again by stating, “The interpreter is still looking up
the word.”

Repetition Request Meaning-for- Interpreter Requirements:

1. If you need repetition from the English-speaker:

Meaning
 Notify the English-speaker

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires repetition."

+
 Notify the LEPP
b.
c.
To the LEPP [in your other working language]: "One moment, please."
To the English-speaker: “Could you please repeat: [be as specific as possible when asking
Interpreter
Requirements  Keep the English-speaker informed on what needs repetition
what is to be repeated]."
 If you require additional exchanges to obtain the necessary
2. If you need repetition from the LEPP: information from the LEPP, notify the English-speaker each time.

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires repetition."

b. To the LEPP [in your other working language]: "Could you please repeat: [be as specific as
possible when asking what is to be repeated]."

3. If you need to repeat a statement to the English-speaker:

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter will repeat.”

b. To the LEPP [in your other working language]: “One moment, please.”
c. Repeat statement to the English-speaker.

4. If you need to repeat a statement to the LEPP:

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter will repeat."
b. To the LEPP [in your other working language]: Repeat statement.

Verification Request Meaning-for- Interpreter Requirements:

1. If you need verification from the English-speaker:

Meaning
 Notify the English-speaker

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires verification."

+
 Notify the LEPP
b. To the LEPP [in your other working language]: "One moment, please." Interpreter
c. To the English-speaker: “[Ma’am, Sir, Title] did you say [word or phrase]?" Requirements  Keep the English-speaker informed on what needs verification

2. If you need verification from the LEPP:  If you require additional exchanges to obtain the necessary
information from the LEPP, notify the English-speaker each time.
a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires verification."
b. To the LEPP [in your other working language]: “[Ma’am, Sir] did you say [word or
phrase]?"

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
Clarification Request Meaning-for- Interpreter Requirements:

1. If you need clarification from the English-speaker:

Meaning
 Notify the English-speaker

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires clarification."

+
 When notifying the English-speaker, include a brief description of
b. To the LEPP [in your other working language]: "One moment, please." Interpreter what exactly needs clarification
c. To the English-speaker: “[Ma’am, Sir, Title] what do you mean by [word or phrase]?" Requirements
 Notify the LEPP
2. If you need clarification from the LEPP:
 If you require additional exchanges to obtain the necessary
a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires clarification." information from the LEPP, notify the English-speaker each time.
b. To the LEPP [in your other working language]: “[Ma’am, Sir] what do you mean by [word
or phrase]?"

3. If you need to clarify a statement to the English-speaker:

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter will clarify.”
b. To the LEPP [in your other working language]: “One moment, please.”
c. Clarify statement to the English-speaker.

4. If you need to clarify a statement to the LEPP:

a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter will clarify."
b. To the LEPP [in your other working language]: Clarify statement.

If the English-speaker is not on the line upon accepting the call Meaning-for- Interpreter Requirements:

1. State: "This is the interpreter speaking: is there an English-speaker on the line?"

Meaning
 Cover each point on the process tree

2. If you do not receive a response from the English-speaker, wait 2 minutes. If it is a VRI
+
 Fill out a Problem Call Report
Telehealth call, wait 5 minutes. Interpreter
3. If there is an LEPP on the line: Requirements
a. State the Pre-Session to the LEPP.
b. In your target language, state: "One moment please. We must wait for an English-
speaking person to join the call."
4. After 2 minutes have passed, state: “This is the interpreter speaking: is there an English-speaker
on the line?” (Do this 3 consecutive times). If it is a VRI Telehealth call, interpreters are
expected to wait 5 minutes.
5. If you do not receive a response from the English-speaker, state the following to the LEPP in
your target language: "The interpreter's hold time has come to an end. Thank you and have a
great day."
6. State the Post-Session and disconnect the call within 2 seconds.
7. Fill out a Problem Call Report.

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
Additional Person Anytime (APA) Feature Meaning-for- Interpreter Requirements:

To the English-speaker:
Meaning
 Cover each point on the process tree. Obtain:
1. “[Sir, Ma’am, Title], What is the additional person’s name?” [Obtain answer] +  The additional person’s name
2. “What is the additional person’s phone number, beginning with the area code?” [Obtain answer] Interpreter  The additional person’s phone number
a. Only state if applicable: [If the phone number appears to be an international number] “In Requirements  A voicemail message, if applicable
what country is the additional person located?” [Obtain answer]  The name of the person making the call
b. Only state if applicable: [If located outside of the U.S. or Canada] “What is the additional
person’s country code and the rest of the number?” [Obtain or verify answer]  If the English-speaker enters the additional party’s phone number, the
3. “If there is an answering machine, would you like to leave a message?” interpreter may verify the number
[Obtain answer, if yes] “What would you like the message to be?”  Follow the English-speaker’s lead and use common sense
4. "Once the additional person is on the line, who should I say is calling?"
5. “Once the additional person is on the line, may I introduce myself?"
Important Note: Up to 4 parties may be added to a session using the APA
6. “Please stand by while the interpreter dials the additional person’s contact number.” [Press “*8” Feature. To disconnect the last party added to a session, press *3.
and follow prompts to enter the additional person’s information]
7. “[Sir, Ma’am, Title], the interpreter will now connect you.” [Press “*1” to complete the
connection]
To the LEPP:
8. [In your other working language]: "Good morning/afternoon, may we speak with [additional
person's name]?" [Obtain answer]
9. Once you have the appropriate LEPP on the line, state your Pre -Session to the LEPP and introduce
the English-speaker.

Alternate Scenarios:
10. If there is no answer: let the English-speaker know and state the Post-Session.
11. If you reach an answering machine, in your other language:
a. State who the message is for
b. State who the message is from
c. State the complete message
d. Disconnect the additional person's line by pressing *3
e. State the Post-Session

Disabled APA Account Meaning-for- Interpreter Requirements:

Meaning
“Additional party conferencing is not available on this account. Please contact your management for
+
 Preserve the meaning of the scripted statement
additional assistance.”
Interpreter
Requirements
Location Response Meaning-for- Interpreter Requirements:
Meaning
English-speaker: “Interpreter, where are you located?” +  Preserve the meaning of the scripted statement, including references
Interpreter to:
Interpreter: “I am unable to disclose my location for security reasons, however all our interpreters
are qualified to assist you with your language service needs. We can continue your interpretation
Requirements  Not disclosing your location for security reasons
now, if you are ready.”  All CyraCom interpreters are qualified to assist

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
  Continuing the session when the client is ready
Language Instruction Response Meaning-for- Interpreter Requirements:

Language instruction is not part of the interpreter’s role.

Meaning
 Preserve the meaning of the scripted statements
+
1. To the English-speaker: “Because it can be tricky to communicate effectively in any language and
due to my role as an interpreter, the interpreter can only provide language interpretation services.” Interpreter
Requirements
2. If the English-speaker insists: “Please feel free to call our service at any time for interpretation
services. For written translation services, I'd be glad to connect you to a Client Services
representative.”

Permissible Language Instruction Meaning-for- Interpreter Requirements:

Language instruction is not part of the interpreter’s role.

Meaning
 Only upon the English-speaker’s request and in the rare situation that
+ the LEPP is unable to spell, you may offer a suggested spelling.
Exceptions:

Requests to Spell Words:

Interpreter  Only upon the English-speaker’s request, you may provide a
Requirements recommended pronunciation.
a. “This is the interpreter speaking; in this situation the interpreter can recommend a
spelling.”
 Offer to confirm the pronunciation with the other party once they are
on the line.
b. If the caller accepts, proceed with: “[word] can be spelled [spelling].”

Requests to Pronounce Words:

“The interpreter would recommend pronouncing it [pronunciation]. Would you like the interpreter
to confirm it with the caller once they are connected?”

Opinion Response Meaning-for- Interpreter Requirements:

1. “[Ma’am, Sir, Title], to ensure an accurate and complete interpretation, the interpreter must
Meaning
 Preserve the meaning of the scripted statements
refrain from giving his/her opinion. We may continue when you are ready.” +

2. If the English-speaker insists or asks a second time: “[Ma’am, Sir, Title], the interpreter is Interpreter
confident that he/she has interpreted the content and context of the message and must refrain from Requirements
commenting. Would you like to rephrase the question?”

3. If the English-speaker continues to insist: “[Ma’am, Sir, Title], to ensure an accurate and complete
interpretation, the interpreter must refrain from commenting. The interpreter would be glad to
connect you to Client Services with any concerns you may have today.”

Unclear Accent Meaning-for- Interpreter Requirements:

1. When not understanding the English-speaker:

Meaning
 Preserve the meaning of the scripted statements
“[Ma’am, Sir, Title] the interpreter is having difficulty hearing your statement, please repeat slowly. “ +
 Maintain composure
Interpreter
2. When not understanding the English-speaker a second time: Requirements
“[Ma’am, Sir, Title] the interpreter is still having difficulty hearing your statement, please repeat
your statement slowly one more time.”

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)
Unclear Accent (continued)

3. If after multiple attempts the interpreter continues to not understand the English-speaker’s
statement, repeat steps 1 and 2 as needed until the session is complete.

Client Services Transfer Meaning-for- Interpreter Requirements:

After stating the Post-Session, state to the English-speaker: “[Sir, Ma’am, Title], please hold while
Meaning
 Preserve the meaning of the scripted statements
the interpreter transfers your call to a Client Services Representative.” +
 Maintain composure
Interpreter
Requirements

Ad-Hoc Monitoring Process Meaning-for- Interpreter Requirements:

English-speaker to Interpreter: “The caller has requested that another party provide interpretation. I
Meaning
 Listen to the ad-hoc interpreter’s interpretation and notify the
am requesting that you monitor this interaction and identify any errors.” + English-speaker if a critical error is made

Interpreter  Do not engage with the ad-hoc interpreter or provide feedback

Interpreter to English-speaker: “I understand. If I believe there is an error, I will identify it for you. If
you have further questions at that point, please direct them to the caller’s interpreter. ”
Requirements
 Maintain composure

At this point, the CyraCom interpreter’s role is to listen to the ad-hoc interpreter’s interpretation. If
an error is made, notify the English-speaker before the next phrase is delivered.

Error Identification - Interpreter to English-speaker: “Excuse me, I have identified an error. [English-
speaker’s message] was interpreted as [the ad-hoc interpreter’s misinterpreted message].”

At this point, do not engage the ad-hoc interpreter in a discussion or provide extensive feedback or
editorial comments for the English-speaker.

If pressed, reply: “The interpreter stands by his/her statement.”

If the English-speaker requests that you take over the interpretation, res pond: “Please document
that you have requested that I provide interpretation. At this point, I will go ahead and introduce
myself to the other party.”

State the Pre-Session to the other party and start the interpretation session.

VRI: Video Resolution Change Meaning-for- Interpreter Requirements:

“[Sir, Ma’am] please hold as the interpreter changes the video resolution.”
Meaning
 Preserve the meaning of the scripted statements
+
[Change resolution] “Thank you for holding [Sir, Ma’am], please go ahead.”
Interpreter
Requirements

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© 2021 CyraCom International, Inc. All rights reserved. (rev. 05.12.2021)