Linguist FAQ’s
Helpful links:
1. How to edit my timesheet.
2. How to swap or offer a shift
3. Send a ticket here.
4. Troubleshooting guide
Everything you need to know about shifts
What do I do if…
I have a shift less than 48
hours away and won't be
able to complete it?
I have a shift that is 48
hours or more away and I
won’t be able to complete it?
I have chosen two shifts that
are back-to-back, can I take
a break in between them?
A call from my first shift goes
on to the next shift after
it. What should I do?
A 4-hour shift does not have
a break in Deputy for some
reason. What should I do?
I don’t have a scheduled
shift; can I still take calls?
I have to start my shift late,
or end it early or have any
adherence problems. What
should I do?
Actions
Offer shift up for other interpreters to take the
moment you realize you cannot work the shift. Send
a ticket using the appropriate shift category. This is
considered unexcused. Only two are allowed per
calendar month.
Offer shift up for other interpreters to take the
moment you realize you cannot work the shift. Do
not send tickets or tag Britany in slack any
longer. She will automatically record these at the
end of each day.
You are expected to be clocked in and set to
available at the beginning of every shift. However, if
you have a 4-hour shift and want to save the break
for the end of the first shift, that is acceptable.
You need to clock in and out for every shift even if
they are back-to-back. If you don’t do this there will
be adherence reports that show as if you are
absent/late for that shift.
Don’t click/punch break on Deputy just log out from
HQ. Take your 15! Remember to edit your timesheet
once your shift is over and add your break time.
Yes, absolutely! We only ask that you do not go on
demand within an hour of your shift starting to avoid
overlap.
No need to report it in the slack channel. You would
leave a note in deputy if you are late or leaving early.
If you are not going to show for that shift and it is less
than 48 hours away, please offer it and send a ticket.
I have a 2hr shift, do I get a
paid break?
Can I only service TI calls
during a shift?
My timesheet shows it is
unapproved. Why is that?
When are schedules
published?
I take a bunch of shifts to
make sure I get hours and
then drop them all on shift
posting day. Is this ok?
I need to be excused from a
shift to attend a workshop.
Can I do this?
Can I start a shift on deputy
on my phone?
Slack etiquette
Do I have to take the ninja
course?
I need a week off. How do I
report my unavailability?
For every 1 hour worked there will be a paid 5-minute
break.
No, you are expected to be available for ALL service
lines when on shifts. Not doing so can lead to your
removal from the shift program.
Timesheets are approved by the 5th to 10th of the
next month at the latest.
Spanish:
• CSI- Fridays 4PM EST
• Group 1-Tuesdays 4PM EST
• Group 2- Wednesdays
• Group 3- Thursdays
• Group 4- Fridays
Non-Spanish is posted at 11AM EST on Fridays
Arabic is posted at 11:15AM EST on Fridays.
If this schedule changes, we will let you know via
slack. Aside from holidays and unforeseen
circumstances, we will adhere to this schedule
whenever possible.
We ask that you only take shifts you can work. If it is
2 weeks out and you are unsure if you will be able to
work it, do not take the shift. You can always work on
demand. Claiming 20 shifts and then giving them all
away is not acceptable and will lead to a dismissal
from the shift program if we detect a pattern.
Please take your schedule into consideration, as
there are workshops every week. It is your
responsibility to schedule the Ninja Protocol or other
workshops around your shifts, or your shifts around
the workshop you will take.
No, you must start through the website from the
device you will be working from.
Slack conversations should be kept professional and
positive. If leadership posts a message in the
channel and you have a question about that post,
please respond in the thread to that post.
It is highly recommended, but not a requirement.
Deputy app. Click on unavailability and input the time
you will be off. Needs to be done before there is a
schedule posted for that week.
I constantly claim shifts that
have already started?
While we appreciate your taking some time, it is not
ideal for GLOBO and is hard to manage so that it
does not look like an adherence issue. We
recommend working on demand instead. If you do
claim a shift that has already started, please
remember to leave a note on Deputy ‘’claimed shift at
xx hour,’ and work until the end of the claimed shift.

I drop a shift with short notice If your shift was claimed it will not count against your
due to an emergency but it is adherence as somebody else is covering it.
claimed by someone else,
does it affect my adherence?

Someone claims a shift I It won't affect your adherence; it will affect the person
offered, but at the end they that claimed it and didn't work it.
don’t work it or open it again
and it’s not taken, does that
still affect my adherence?

I accept swaps from other
peers. How much does that
affect my adherence? If it
happens like every week that
I accept them
It doesn't affect your adherence at all, as long as you
work them. There isn't a limit on how many swaps
you can take or send.

I'm only covering the Not at all! We only ask that you cover a minimum of
minimum hours; will it affect 4hrs per week.
my permanence in the
program?

When a call goes past my No, please clock out when your call finishes and add
shift, should I disconnect a note on Deputy about it.
from Deputy?

Can I edit the end/start time Yes! Please use this link: How to edit my timesheet.
of a shift in Deputy once the
shift has ended? Or add any
additional notes?

I offered a shift in Deputy Make sure to cancel the offer before starting the shift
because I wasn't able to so nobody else can claim it while you are working it.
work it but then it turns out
that I will be able to work it.
What should I do?

I log in late, can I make up Paid breaks are not intended to compensate for late
for that time by not using my arrivals or early departures.
whole paid break?
All you need to know on GLOBO HQ
Situation
How long can I hold during a
call?
Can I provide services when
the client transfers me and the
LEP to a different department?
What do I do if my call drops?
What would I do if the intake
portion didn’t load on the
portal?
Why is the call showing a
thumbs up/down if I marked it
otherwise?
Can I place several phone calls
for one provider?
Do I need to add all the MRN if Yes, edit the intake and add them using a comma until you
the provider has multiple LEPs? hit the character limit. More is always better.
If a patient is seen by different
providers, like nurse then
doctor then anesthesiologist
should we go with the 1st
provider's ID?
What does it mean/what should
I do when I see a blue banner
(call no longer available) after
trying to pick up a video call?
Can I take calls on my cell
phone?
If a service line shows red
during a call, would that mean I
am not complying with all the
service lines?
Action
10 minutes is the hold time unless told/asked otherwise by
the client/provider. Please always ask the client for a
specific time to hold.
Yes, but only if it is a different department within the same
company. For example, if molina transfers to another
molina agent.
Add a note in the thumbs up/down. If unable to do then
please use the linguist support form.
Follow your troubleshooting tips. If it still won’t load, please
submit via the linguist support form with the console log.
Sometimes if you mark a call with the thumbs down it will do
the same for the following. If this happens and it is
important, please send a ticket. You can also log out and
log back in so the portal updates. This is a known issue that
will be fixed in a future release.
Yes, as many as the client needs.
If the person calling is a nurse or medical student then you
would need to add the first doctor's ID for billing purposes. If
you are unsure, please ask in the slack channel.
It means somebody else took the call, no action is needed
in this case.
Unless it's for offline calling this feature is not permitted.
You should have a laptop or desktop, USB headset and
working camera when taking calls.
If you are on a call and one of the toggles turns red it could
be a glitch, we ask that you refresh the portal as soon as
your current call ends, run troubleshooting if necessary and
toggle back to available on all service lines.
 Why does my call say
“pending” in the call log?
It sometimes takes GLOBOHQ a bit to update the status,
not to worry. This is especially true if no intake was
collected. If more than 5 business days have gone by and it
does not show in your call log, please submit a ticket
through the linguist support form. Note: this is for your call
log, not for the mini call list in your dashboard.

When to report through Slack, Deputy or Linguist Form

Situation Slack Deputy Linguist Form

Paid break Only if Yes No

asked

Unpaid break No Yes No

Power/Internet outage Yes Yes No

Missed calls (TI/VRI) No No Yes (if it keeps happening after

troubleshooting)

Dropped calls No No Yes

You are not able to log No No You can send a ticket or reach out
into slack? to Britany through an email at
britany@helloglobo.com

Need to edit timesheet No Yes No

Restart my computer or Yes No No

troubleshoot

On hold with provider No No No

Start/end shift No Yes No

I had to start my shift No Yes Yes (Only if you are dropping a shift
late, or end it early or had last minute)
any adherence problems

Can I tag @here NEVER - -

@channel in Slack?

Slow call flow No No No

Dropped shifts (+48hrs No No No

notice)
 I have an emergency and No No Yes - Shift category – shift
need to drop my shift last adherence issue
minute.

• What is the workshop/ninja protocol for?

o Special workshop designed for seasoned medical interpreters and for
new interpreters joining GLOBO. This session will always be relevant for
any interpreter who has been with GLOBO, is new to GLOBO, or just
needs a refresher. If you haven't attended this workshop in the last year,
please join.

• If I can’t stay past my shift, what should I do?

o If you have a call and it is going to go past your shift then you would ask
the client if they would like to continue until your shift ends (say the time,
not that the shift is ending) or if they would like you to transfer to
another interpreter. NEVER give specific details about why you need to
send to another interpreter, simply let them know that you have a
personal commitment.

• Can I join a DOXY ME session?

o This would depend on your settings and is on a case-by-case basis.
Please ask management about your specific settings. We will be
working to train more interpreters on how to use doxy.me.

Ninja Protocol

1. Check the Monday Newsletter. At the bottom you will find the schedule and
RSVP form then you need to pick the date according to your availability and click
on the link to register for the workshop.
2. You will be prompted to register. TO REGISTER you need to use an email that
has a zoom account. Once registered, you will get an email from ZOOM with all
info.

Please see below images for reference