1-CALL PROTOCOLS AND SCRIPTING:

1.1-GENERAL CALL PROTOCOL.

1.2-PRE-SESSION-ENGLISH.
1.3-THIRD PERSON INTERVENTION.
1.4-CONTROLLING THE FLOW OF THE CONVERSATION.
1.5-THE IDEAL CALL CLOSE.
1.6-RECOMMENDED WAIT TIMES.
1.7-INTAKE QUESTIONS.
1.8-PRE-SESSION (SPANISH)
1.9-THE IDEAL GREETING.
1.10-DIAL OUT CALL SCRIPT.
2-INTERPRETER FAQ
1.1-General Call Protocol (back to top)
General tips and recommendations for a good call. This is extensive!

GLOBO Call Protocols

Greeting: Our clients expect a pleasant greeting. Please remember to use, “Good morning/afternoon! This is (your
name), a (language you speak) interpreter. My ID is XX000.” – There is no need to advise the patient of your ID# or
your language pair, just the client.

Intake: Please ask the intake questions and record the answers appropriately.

Transition: - After intake, we recommend that you use the following phrase to transition to your presession: “Is the
patient with you?”

Pre-session: After your greeting and intake, clients expect that the pre-session is always done in the language of the
LEP and includes the following: “My name is (your name) and I will be your interpreter. I will interpret everything that
is said and keep it confidential. In order to guarantee accuracy, please speak in complete thoughts and short
phrases.” – Please endeavor to follow the script. No need to deliver this in the third person, or in a different order.

Identifying yourself as the interpreter (THIRD Person intervention): Clients expect that you will be transparent
as an interpreter and will CLEARLY identify yourself whenever you speak on your behalf. That means whenever you
ask for repetition, clarification, or need to speak on your own behalf as the interpreter, our clients expect to hear you
say, “Excuse me, this is the interpreter speaking....” This practice ensures transparency and clearly identifies any
statement from the interpreter as from the interpreter.

Controlling the flow of conversation: The interpreter is responsible for ensuring that all parties in the call have
access to the spoken dialogue as if they spoke the same language. This could include (but is not limited to):

Reminding all parties to speak in complete thoughts and small sentences.

Informing all parties that as the interpreter you cannot explain, only interpret

Requesting that only one person in the room speak at a time to preserve accuracy

Request actions be taken to reduce background noise (turn off the TV or shut the door) to better hear the speaker

Request a repetition

Request an explanation or simplification of an utterance or term

Role Boundaries: Please do not ask probing questions. Do not answer questions for either party. Do not respond
unless you are directly addressed. Wait for the provider or patient. Stay in your role. Remember: you are not part of
the conversation, you are facilitating it. If the patient does not answer when you render the message from the
provider, wait for the provider to ask them to if they heard you, or to answer you. If the patient or provider says:
“what?” Interpret the word “what?”- do not respond. You are not part of the conversation.

Professionalism:
A. Clients expect excellent a polite, customer-service oriented attitude
 B. Clients expect the interpreter to have a noise free work environment.

C. Clients expect the interpreter to start calls immediately, with no noise when you adjust the microphone, no
volume changes, etc.

Enunciation and Volume: Clients expect interpreters to speak clearly and at an appropriate volume.
A. Clients expect excellent a polite, friendly tone.

B. Clients expect the interpreter mimic the tones of both parties.

Closing: Clients expect a polite end to the call. Make a point to thank all parties for using our services, (provider and
patient). Verify that your services are no longer needed and close the call.

If it is uncertain that the call is finished:

Interpreter: “This is the interpreter - Will that be all?”

Client: “That’s it.”
Interpreter: “Thank you for using our services.” (in other language).
“Thank you for using our services. Interpreter disconnecting.” (in English).

If there is no doubt the call is finished (i.e. the interpreter has been dismissed).

Interpreter: “Thank you for using our services.” (in other language).
“Thank you for using our services. Interpreter disconnecting.” (in English

Also Of Note

Grammar and Syntax

Tone & Register: match the tone and register of the speaker.

Speech: Make sure to enunciate and speak clearly; render the interpretation smoothly, avoiding instances of
choppiness.

Call Performance (Interpretation Skills)

Clients expect a complete, accurate rendition of the message that is clear and concise – from source to target

Additions: Do not include extra concepts or phrases that are not present in the original utterance. This includes
words to start your rendition such as “uh, ok, alright, etc.”

Omissions: Do not leave out concepts or phrases from the original utterance.

Misinterpretations: Practice active listening in order to understand the whole utterance, in order to be able to render
an accurate interpretation into the target language. The rendition should match the spirit of the utterance.

Redundancy/ Repetitions: Interpreters should not unnecessarily repeat words or phrases in an attempt to clarify the
original utterance. Basically, don’t say the same thing twice, if it is only said once by the original speaker. On the
other hand, if the original speaker repeats themselves three times, please interpreter those three utterances.
Embellishments: Do not add words to downplay or emphasize the degree/severity of the message. For example, if
the doctor said that the patient has a small tumor, the interpreter should not downplay it and say that it is a very small
tumor.
1.2-Pre-session - English (back to top)
Our standard presession, which is given only in the language other than English, NOT in English is as follows:

English (To be interpreted into the language of the LEP, not given in English)

Good morning / Good afternoon! My name is (INTERPRETER First Name) and I will be your interpreter. I will
interpret everything that is said and it will remain confidential. In order to guarantee the quality of this call,
please speak in complete thoughts and in short phrases.
1.3-Third Person Intervention (back to top)
How to properly Intervene when you speak on your own behalf.

Interjecting in the Third Person (When an Interpreter Speaks on Their Own Behalf)
As the interpreter, you are the conduit for both parties. However, in certain situations you need to speak on
your own behalf, for example:

Asking for repetition(s)

Asking for clarification

Interjecting to control the flow of the communication

Interjecting to improve the conditions in which you are working.

If you need to speak on your own behalf, it is extremely important that you first identify yourself as the
interpreter. Remember, you are the only person that understands everything that is being said (in both
languages), so failure to identify yourself can cause confusion for both parties. Be transparent.

Before asking someone for clarification/repetition, you should first inform the other party that you will be
doing so. For example, “This is the interpreter. I will ask them to repeat/clarify.” You can then address the party
you need a response from.

Below are guidelines and recommended scripts for identifying yourself in certain situations:

Asking for Repetition: “This is the interpreter. Could you repeat that, doctor?”

Asking for clarification: “This is the interpreter. Could you clarify, doctor - did you say 200 milligrams two times
a day or three times a day?”

Interjecting to control the flow of communication: “This is the interpreter. Please remember to speak in short
phrases and pause frequently so that I can interpret accurately.” or “This is the interpreter. Please remember
that only one person at a time should speak, so that I can interpret accurately.”

Interjecting to improve the conditions in which you are working: “This is the interpreter. Would you mind
turning the TV volume down or off so that I can hear you better and interpret accurately?”

There are several other instances where an interpreter may need to interject, for example, with advocacy. Click
here for more information on interjecting for advocacy.

The following methods are acceptable, but not preferred:

The narrator: “The interpreter will clarify”

The post-date (after the fact): “The interpreter asked the patient to repeat”

Third-Person Interpreting Checklist:

Be transparent

Remember the role of an interpreter. Know what the interpreter controls and what they don’t.

Understand the difference between asking for clarification verses asking probing questions

Use the teach-back appropriately

Understand when it’s appropriate to interject as an advocate

1.4-Controlling the Flow of Conversation (back to top)
How to properly keep control of the conversation

Controlling the Flow of an Interpreted Conversation

As the interpreter it is your responsibility to manage the flow of the conversation. Remember, you are the only
person who understands everything that is being said. To interpret each utterance accurately into the target
language, it’s crucial that you can hear and understand everything that is being said. Otherwise, you run the risk
of delivering an incomplete or inaccurate version of the original utterance, which can have a direct effect on
patient health outcomes.

If for any reason you can’t hear, or there are other factors interfering with your ability to interpreter, it is your
responsibility to intervene:

Remind all parties that only one person should speak at a time to ensure that you can hear everything that is
said

Remind all parties to speak in short phrases, so that you can accurately interpret what was said

Remind all parties to let you finish your rendition before they begin speaking

Remind all parties to speak only in their primary language. When they try to mix languages, it makes the
interpreter's job that much more difficult

Ask for repetition(s) if you can’t hear or understand something that was said. Even if you have to do so
multiple times, it is critical that you understand exactly what was said so you can interpret

Ask for clarification if you aren't sure what they said or what they mean.

Ask that all parties speak loudly and clearly. If you are having trouble hearing, ask all parties to speak up
and/or move closer to the phone if possible.

Ask all parties to eliminate background noises if possible. For example, ask for the TV, radio, or other noise
source to be turned down.

If you need to intervene, clearly identify yourself (in English or your target language) as the interpreter before
you say anything that is not an interpretation. Then, deliver your statement in the first person.

For example:
“This is the interpreter speaking, I did not hear the name of the medicine Doctor”
“Habla el intérprete- ¿Disculpe señor podría usted repetir lo que dijo?”

You are completely within your rights, and should feel confident in requesting what you need for you to do your
job. Both GLOBO and our clients support you in controlling the flow of conversation in any of the situations
mentioned above.
1.5-The IDEAL Call Close (back to top)
How to close any GLOBO call

The IDEAL GLOBO Call Close

If there is any uncertainty about whether the call is finished:

Interpreter: “This is the interpreter. Will that be all?"

Client: “That’s it.”

Interpreter: “Thank you for using our services." (In the language of the LEP).
“Thank you for using our services. Interpreter disconnecting.” (In English)
(Hang up)

If there is no doubt that the call is finished (i.e. client has dismissed you):

Interpreter: “Thank you for using our services." (In the language of the LEP)
“Thank you for using our services. Interpreter disconnecting.” (In English)
(Hang up)
1.6-Recommended Wait Times (How Long Can I Wait?) (back to top)
How long can I wait when asked to do so? Depends - are all parties present or not. Please read through this
entire text.

This is applicable when one of the parties, typically the English speaking client, leaves the room or puts you on
hold.

GLOBO's generally recommended wait time is TEN minutes. There are currently two exception - Harris Health -
that asks us to wait only TWO minutes and Neighborhood Family Practice (NFP) that asks us to wait only FIVE
minutes.

The best practice is to say something similar to the following, when asked to wait:

Provider: "Interpreter, can you wait a minute?"

Interpreter: "This is the interpreter. I would be happy to do so, but please remember that I am only allowed to
wait for ten minutes."

If the provider does not request anything different, please only wait ten minutes. If they request another time
that is reasonable and specific, please do wait. Reasonable is up to fifteen minutes, no more. If the client
checks in and asks you to hold longer, the time resets. Also, please use your best judgment to meet the client's
explicit request. Once the wait time is finished, please check in with both parties before disconnecting:

Interpreter: (In English) "This is the interpreter. Is anyone there?" If there is no answer, please check in with the
LEP in the same manner. If the LEP is still present, please politely let them know you are required to
disconnect, thank them for using our services and then disconnect.

We cannot wait longer than the recommended hold times if the LEP requests it, only if the client does.

If all of the parties are present, or on the line, there is no limit to how long you can wait for them. However, we
do want to check in with them periodically (every FIVE minutes at most) to make sure that they still need an
interpreter. This type of wait usually takes place when a test is being run, the LEP is changing, etc. If the English
speaking client checks in with us periodically and asks us to wait, the hold time starts over every time that they
check in with the interpreter.

If there is no client at all on the line, please do a line check in both languages. If there is no response,
announce that you are disconnecting and then do so. This should take no longer than 2 minutes. If only the
LEP is present, please direct them to call the client company at the original number they called, or to wait for an
English speaker to be present and call GLOBO. We cannot service a call that has only the LEP present, with the
exception of George Washington Hospital Dietary Line, where the patient will indicate that they wish to call the
cafeteria/food services and have the interpreter dial the appropriate number and assist them with their order.
1.7-Intake Question Guidelines (back to top)
Best practices for Intake

Please always ask all intake questions - the question themselves are mandatory for interpreters to ask.

Although it can be confusing, the (optional) that appears behind the question is to indicate that the answer is
optional. If the client does not have an optional answer, you can simply record NA in the text box so that we
know the question was asked. Simply leaving it blank indicates to GLOBO that the question was not asked at
all.

If the answer is (required) and the client does not have the information required, please substitute the first and
last name of the English speaking client. That will allow the client company to get the information from their
own employee.

In order to save the intake questions, the orange "Next" button located directly below them must be pushed. If
it is not pushed, everything that was typed in is lost.
1.8-Presession - Spanish (back to top)
The Spanish presession is:

¡Buenos días / buenas tardes! Me llamo (nombre) y seré su intérprete. Interpretaré todo lo que se diga y lo
mantendré confidencial. Para garantizar la calidad de la llamada, por favor hable en ideas completas y frases
cortas.
1.9-Ideal Greeting (back to top)
Happy and polite! Smile, because your tone makes a huge impression.

IDEAL GLOBO Greeting

Good morning / Good afternoon! My name is (Your first name) and I will be your (Your language) interpreter.
My ID is (Spell out your ID phonetically).

For example:
Good morning! My name is Mark and I will be your Spanish interpreter. My ID is A as in Alpha, B as in Boy, zero
zero, one.
1.10-Dial Out Call Script (Third Party Calling) (back to top)
Script for third party calls

AFTER INTAKE QUESTIONS HAVE BEEN DONE AND PROVIDER SAYS IT’S A DIAL OUT:

Interpreter: Would you please provide me with the number we are calling? (REPEAT Number back to the
provider).

Interpreter: What is the name of the person we are calling?

Interpreter: Who should I say is calling?

Interpreter: If the person doesn’t answer, I would like to leave a message with the following: Your name, a call
back number, and your company. Is that ok? (WRITE DOWN AND BE SURE TO CONFIRM INFORMATION)

Please be aware that when I dial out, there will be no sound unless they answer or we reach a voicemail. The
system automatically mutes the dial tone.

IF THE CALL GOES UNANSWERED WITH NO ABILITY TO LEAVE A MESSAGE OR THE NUMBER IS BUSY:

Interpreter: Is there an alternate number you would like me to dial for you? Would you like me to try again?

IF THE PATIENT ANSWERS:

Interpreter: Confirms the identity of the LEP / Person who answers the phone in the language of the LEP.

Then says, also in the language of the LEP. “I have (Provider/Client Name) from (Company Name) on the line.”

Introduces themself with the presession in the language of the LEP.

In English: You may proceed.

**Interpret session as normal.

ONCE THE PROVIDER SAYS THAT IS ALL:

Interpreter: In the language of the LEP: "Thank you for using our services."
Proceed to next dial out, if there is one. If not, also thank the English speaker for using our services and
disconnect.
2.1-Interpreter Frequently Asked Questions (back to top)
A list of questions commonly asked by GLOBO interpreters.

INTERPRETER FAQs

1. How To Change Your Password:

Please go to the main log in page at www.globohq.com . Underneath where you enter your email and password you
will see "forgot your password?" in blue lettering. Please click that, then enter your email address in the box as
instructed.
Our system will send an email to you that allows you to change your password. If you are not seeing this email in
your inbox after a few minutes it may have gotten delivered into your Spam folder.

2. How To Change Your Landline Phone Number:

If you would like to change your landline phone number used for interpreting, please
email voicehelp@helloglobo.com with this request. Please also include your Interpreter ID number.
GLOBO will then send you a link to our landline verification tool. It is a quick and easy process. Once your new
number is verified GLOBO will change your number in the system and make you aware of the change via email.

3. How To Change to Browser Endpoint To Take Calls Through Google Chrome:

If you would like to use Google Chrome to service GLOBO language calls directly through your computer, please
email voicehelp@helloglobo.com with this request. Please include your name and your interpreter ID. Someone from
GLOBO’s call center team will contact you via email to schedule a time to run a test call with you to make sure the
audio quality is acceptable. You will need a headset with a microphone that is compatible for use with your computer
to take calls through Google Chrome.

4. How To Answer GLOBO Language Calls Using A Landline Telephone:

If you are using your landline telephone to service GLOBO language calls this is what you will hear after answering
the ring: “GLOBO Voice call. Press 1 to accept.”
Calls go out to multiple interpreters at the same time, so press 1 as soon as you hear the message start to play.

5. How To Answer GLOBO Language Calls Through Google Chrome:

If you are using your Google Chrome to answer GLOBO language calls you will need a headset with a microphone
that is compatible for use with your computer. When a GLOBO call comes in to you, you will hear a ringing tone in
your headset and you will see a button to accept the call appear on your dashboard below where you set yourself as
available. Click on the button to accept and begin the call as you would from a landline telephone.

6. How To Know If Completing Intake Questions Is Necessary:

There may not always be intake questions, but when there are, it’s very important to answer them all- even the
optional ones whenever possible.
After reading the greeting that appears on your dashboard, if you see intake questions please ask the caller the
questions and record the information before you begin the interpretation.

If the intake is already completed, you will see the message on the screen "agent is completing intake, please hold to
be connected to the caller."

7. What To Do If The Caller Does Not Know The Intake Information Or Refuses To Give That
Information:

If the caller cannot provide the intake information for a question with optional information, please type “N/A” into the
text box. If they cannot provide the information to a required information intake question, please type in the name
of the English speaking caller.

8. Calls Are Not Showing Up In Dashboard Minutes:

Minutes from calls do not instantly show up in your current minute totals or call history logs as soon as you are
finished with a call. This is especially true of calls taken at peak system hours. Please allow up to 5 business days for
call minutes to show up. If after 24 hours they still have not appeared, please email voicehelp@helloglobo.com for
assistance.

9. How To Report Missing Intake:

If you need to report any missing intake please email voicehelp@helloglobo.com with the CALL ID or the client name,
approximate time of day the call started and ended, your Interpreter ID number, and the missing intake you would
like to report.

10. How To Report Quality Issues (Dropped Calls, System Glitches, etc.):

Any call quality issues can be reported to GLOBO by emailing voicehelp@helloglobo.com with the CALL ID or the
client name, approximate time of day the call started and ended, your Interpreter ID number, and the quality issue
you would like to report.

11. What To Do If The Interpreter Dashboard Is Stuck On Last Call:

If you get stuck in a call after the interpretation session has completed and the caller has disconnected, please click
on the green “In Call” button in the top right hand corner of the screen, then click “Clear My Status”. Using the
keypad that appears on the screen, enter the 4 digit code shown in the keypad box. This will remove you from the
call and make you available for the next call.
If this does not work, please email voicehelp@helloglobo.com for further assistance.

12. How To Access Payment Information (Pay Stubs, 1099 Forms, etc.):

GLOBO uses Paychex Payroll & HR Services to pay all interpreters. Interpreters set up an account with Paychex
during the initial onboarding process. You can access a wide variety of payment information and documents by
logging into your account at www.paychex.com .
If you need assistance logging into your Paychex account, please email: contractorpayments@helloglobo.com .

13. GLOBO’s Peak Call Volume Hours:

GLOBO’s peak call volume hours are Monday through Friday from 8AM to 6PM Eastern.
We do receive calls around the clock, 7 days a week, including holidays, however.
We encourage interpreters to log in to take language calls whenever available.

14. How long can I wait when asked to do so?

This is applicable when one of the parties, typically the English speaking client, leaves the room or puts you on hold.

GLOBO's generally recommended wait time is TEN minutes. There are currently two exception - Harris Health - that
asks us to wait only TWO minutes and Neighborhood Family Practice (NFP) that asks us to wait only FIVE minutes.

The best practice is to say something similar to the following, when asked to wait:

Provider: "Interpreter, can you wait a minute?"

Interpreter: "This is the interpreter. I would be happy to do so, but please remember that I am only allowed to wait
for ten minutes."

If the provider does not request anything different, please only wait ten minutes. If they request another time that is
reasonable and specific, please do wait. Reasonable is up to fifteen minutes, no more. If the client checks in and
asks you to hold longer, the time resets. Also, please use your best judgment to meet the client's explicit request.
Once the wait time is finished, please check in with both parties before disconnecting:

Interpreter: (In English) "This is the interpreter. Is anyone there?" If there is no answer, please check in with the
LEP in the same manner. If the LEP is still present, please politely let them know you are required to disconnect,
thank them for using our services and then disconnect.

We cannot wait longer than the recommended hold times if the LEP requests it, only if the client does.

If all of the parties are present, or on the line, there is no limit to how long you can wait for them. However, we do
want to check in with them periodically (every FIVE minutes at most) to make sure that they still need an
interpreter. This type of wait usually takes place when a test is being run, the LEP is changing, etc. If the English
speaking client checks in with us periodically and asks us to wait, the hold time starts over every time that they
check in with the interpreter.

If there is no client at all on the line, please do a line check in both languages. If there is no response, announce
that you are disconnecting and then do so. This should take no longer than 2 minutes. If only the LEP is present,
please direct them to call the client company at the original number they called, or to wait for an English speaker to
be present and call GLOBO. We cannot service a call that has only the LEP present, with the exception of George
Washington Hospital Dietary Line, where the patient will indicate that they wish to call the cafeteria/food services
and have the interpreter dial the appropriate number and assist them with their order.