Over-Phone Interpretation (OPI)

Call Management Protocols

Call Guidelines

Call Opening
Hello, this is your (Language) Interpreter, (First Name) (ID #), is your client (LEP) present?
If (Yes), Interpreter will notify the client as follows: If (No), Interpreter will notify the client as follows:

(Pre-Session) How may I help you?

I will proceed to greet your client and explain the
following, I will be interpreting everything that is
said; All information discussed will be kept in
confidentiality; & for quality purposes of
Interpretation, please speak in short and clear
phrases. (translate to Target)
Call Closure: By reaching the end of an interpretation session, Interpreter MUST check if the Client still
needs the interpretation service
by the end of session, Interpreter will ask:
Will you require my services any further?

If Client says (NO), then Interpreter will say as follows:

Thank you for calling, this is your (Language) Interpreter (First name) ID # ______, Signing off

Protocols
Quality & Training Dept.
1- Notification:
“This is the Interpreter, Kindly be advised that there is a …………. (mention the what you want to notify
about)”
2- Clarifications:
If Client is the speaker:
This is the Interpreter, kindly clarify the term
(……) to ensure authenticity of understanding.
3- Repetitions
If Client is the speaker:
This is the Interpreter, Kindly repeat what you have
stated as I was unable to hear you due to (Reason).
4- Too Much Information:
If Client is giving too much info:
This is the Interpreter, for accurate Interpretation
purposes, I can manage a limited amount of
Information, I will interpret what I have noted so far
and that is (state the point of which you have
reached)
If LEP is the speaker:
First:
This is the Interpreter, kindly clarify the term
(……) to ensure accuracy of interpretation.
(translate to Target)
Second: The Interpreter will notify the Client of the
reason of Intervention:
This is the Interpreter, I have requested from
your client (LEP) to clarify a certain term or
phrase, to ensure that I will be Interpreting the
correct meaning.
If LEP is the speaker:
First:
This is the Interpreter, Kindly repeat what you
have stated as I was unable to hear you due to
(Reason). (translate to Target)
Second: The Interpreter will notify the Client of the
reason of Intervention:
This is the Interpreter, Kindly be advised that I
have requested from your client (LEP) to repeat
the statement/Phrase due to (Reason).
If LEP is giving too much info:
First:
This is the Interpreter, for accurate
Interpretation purposes, I can manage a limited
amount of Information, So I will interpret what
I have noted so far. (translate to Target)
Second: The Interpreter will then notify the Client
of the reason of Intervention:
Quality & Training Dept.

5- Not understanding a particular phrase, term or question:
If Client is unable to understand:
The Interpreter will then notify the Client as
follows:
This is the Interpreter, your client (LEP) does
not seem to clearly express their point, may I
have your permission to discuss such a point
with them and then interpret?
6- “Don’t interpret this”: when interpreter is requested not to interpret something
If Client requested:
This is the Interpreter, please be advised that due
to company policies, I must interpret everything
that is said within this call
8- “What is your opinion”: When Interpreter’s opinion is being requested
If Client requested:
This is the Interpreter, Kindly be advised that I
have notified your client (LEP) to allow me to
interpret what has been said so for and that I
have informed them of the point of which I
have reached so far.
If LEP is unable to understand:
The Interpreter will then notify the Client as
follows:
This is the Interpreter, it seems that your client
(LEP) is having difficulty in understanding
your question, may I have your permission to
simplify your words to the LEP?
If LEP requested:
First:
This is the Interpreter, please be advised that due
to company policies, I must interpret everything
that is said within this call. (translate to Target)
Second: The Interpreter will then notify the Client of
the reason of Intervention:
This is the Interpreter, please be advised that
your client has requested that I do not interpret
what he/she is saying and that I have explained
to him/her that due to company policy we must
interpret everything that is said between you and
your client (LEP)
If LEP requested:
Quality & Training Dept.
 This is your Interpreter, please be advised that due to
Company policy, I am not permitted to share any
opinions, I can only interpret what is being said within
this call
9- Interruption: When Interpreter is interrupted during session
If Client Interrupted for:
1st time:
This is your Interpreter, please be advised that I
cannot interpret while I am being interrupted.
2nd time:
This is your Interpreter, please be advised that Then Interpreter will then notify Client:
I cannot Interpret while I am being
interrupted, persistence upon doing so, may
lead to wrong interpretation.
3rd time:
This is your Interpreter, I do apologize yet it
seems that I am unable to continue
interpreting due to the constant interruption,
please be advised that we cannot continue the
call if this will be the session’s style of
communication.
First:
This is your Interpreter, please be advised
that due to Company policy, I am not
permitted to share any opinions, I can only
interpret what is being said within this call
(translate to Target)
Second: The Interpreter will notify the client of
the reason of intervention:
This is the Interpreter, please be advised that
your client has requested that I share my
opinion in_____________
If LEP Interrupted for:
1st time:
This is your Interpreter, please be advised
that I cannot interpret while I am being
interrupted (translate to Target)
This is the Interpreter, please be advised
that I have notified your client to cease
interruption for quality interpretation
purposes, to ensure that the message is
correctly interpreted
2nd time:
This is your Interpreter, please be
advised that I cannot Interpret while I am
being interrupted, persistence upon doing
so, may lead to wrong interpretation.
(translate to Target)
Then Interpreter will then notify Client:
This is the Interpreter, please be advised
that your client (LEP) is persistent in
interrupting, this will cause a defect in
the quality of interpretation.
3rd time:
Interpreter will notify Client without speaking to
LEP:
This is your Interpreter, I do apologize
yet it seems that I am unable to continue
interpreting due to the constant
Quality & Training Dept.
 interruption from your client, please be
advised that we cannot continue the call
if this will be the session’s style of
communication

10- Hold-Time
If Client asked to hold the line for an undisclosed amount of time:
First: The interpreter will acknowledge the client and hold.

Second:
After 10 minutes hold time the interpreter should state in English:
Do I have (name of the rep) on the line?

If no response, wait for 3 seconds and then ask again.

Do I have (name of the client) on the line?

If no response, wait for another 3 seconds then, state the following in English:
This is the Interpreter, I would like to advise, that in order to avoid overbilling due to a
long hold, at this moment I will have to disconnect from the line. I will now brief your
client then proceed to disconnect.

Then interpreter will explain action to the LEP:

This is your Interpreter. I will have to disconnect from the call, please continue to wait and
a new interpreter will be brought on to the line to assist you(please translate)

Then proceed with regular closing:

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

Tip: Interpreter who uses this protocol needs to log the incident and report to his direct manager.

11- Side Conversations:

If LEP did side conversations:
First: The interpreter got engaged by The LEP in a side conversation while holding, politely state the
following:

Quality & Training Dept.

 This is your interpreter, due to company policies, the interpreter may not engage in personal
conversation, please continue to hold

Second: When client is back on the line, Interpreter will report the situation stating the following:

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

12- Profanity & Hate speech

If Client used Profanity:
This is the Interpreter, please be advised that I am
about to interpret your words of profanity to your
client, should I proceed? If yes, proceed.
If LEP used Profanity
Interpreter will notify the client as follows:
This is the Interpreter, please be advised
that your client has used words of
profanity, should I interpret such words as
well?

If Client used Hate speech If LEP used Hate speech

This is the Interpreter, please be advised that I First: Interpreter will notify Client as follows:
cannot be a part of such forms of speech, further This is the Interpreter, please be advised
usage of such will result in ending our session that I cannot interpret what was said by your
client as I cannot be a part of such forms of
discussions

Second: If Client asked for the reason:

This is the Interpreter, Your Client has used
Hate speech, do you wish that I interpret it
as well?

13- Disqualifying
“This is the Interpreter, unfortunately I have to disqualify myself from this call as I am a (General/Medical)
interpreter, not a legal. there for we strongly advise to dial our customer services again to maintain the quality
of the service.”

Tip: Interpreter who uses this protocol needs to log the incident and report to his direct manager.

Quality & Training Dept.