Interpretation

Protocol.
Your friend, shield and success key
Accuracy: Render information without omitting or adding.
Cultural Sensitivity – Courtesy: be competent, sensitive, respectful.
Confidentiality: must not divulge any information
Disclosure: not publicly discuss, report, or offer opinion.
Proficiency: meet minimum standard passing required certification examination or screening
evaluation.
Compensation: not to accept any additional money, consideration, favors directly from
provider or LEP.
Non-Discrimination: always remain neutral, impartial and unbiased. Not discriminate on basis
of gender, disability, race, color, national origin, age, socioeconomic or educational status,
religion, politics or sexual orientation.
Self-Evaluation: Accurately and completely represent their certifications, training, and
experience.
Impartiality Conflict of Interest: do not disclose any real or perceived conflict of interest that
may affect objectivity in delivering the service.
Professional Demeanor: be punctual, prepared, and dressed in a manner appropriate.
Scope of Practice: not counsel, refer, give advice, express personal opinion.
Reporting obstacles to practice: assess the ability to interpret all times. If there is any
reservation about competency, must immediately notify the parties and offer to withdraw, and
remain until a more appropriate interpreter can be secured. – Later there’s a protocol used for
this.
Ethical Violations: immediately withdraw from encounters they perceive as violation of this
code. Any violation of the Code of Professional Conduct may cause termination on the contract.
Professional Development: will develop skills and knowledge through professional training,
continuing education, and interaction with colleagues and specialists in related fields.
Professionalism and Customer service
HIPPA – HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
The HIPAA Privacy Rule establishes national standards to protect individuals’ medical records
and other personal health information and applies to health plans, health care clearinghouses,
and those health care providers that conduct certain health care transactions electronically. The
Rule requires appropriate safeguards to protect the privacy of personal health information and
sets limits and patients’ rights over their health information, including rights to examine and
obtain a copy of their health records, and to request corrections.
The fundamentals for a good interpretation
- Do’s and Don'ts for successful calls
DO’S

Stay focus to the
conversation from
beginning to end and
take care with your
immediate surroundings
for background noise
Always ask for It’s always good to take
notes, specially key words
permission from our
like: “Who, what, when,
Client before speaking
how, why, where” etc.
to the LEP or say
Having support material
something on your own like vocabularies is a great
behalf idea as well.
The fundamentals for a good interpretation
- Do’s and Don'ts for successful calls
DON’TS
Never speak to Client or
LEP in the 3rd person.
Do not interpret sounds
Limited English Person
like aha, ahumm, ahm,
Do not get involved in ugh-huh as a “Yes”,
the call by any reason “No” or other word
(Neither to help) without confirmation.

Don't interpret Never

names of cities, Interrupt LEP
persons or or Client.
companies if
possible.
Three failure indicators
- Things that shall be avoided in a call
Original Sentence:
Leave out or exclude (someone or
● OMITTING: something), either intentionally or “I do take a pill every
forgetfully
morning”
LEP

● OMITTING: ”I do take a pill” (Not

Make (a statement or story) mentioning the “Every morning
more interesting by adding detail)
● EMBELLISHING: extra details that are often
● EMBELLISHING: “Yes doctor, I do
untrue.
take a pill every morning because it
makes me feel better”
Interpreter (Adding details to make it sound better
without authorization)

● ASSUMING: “I do need to take a pill

every morning before breakfast,”
Suppose to be the
● ASSUMING: case, without proof.
 Protocol Sentences.
Always use the Protocol, this will ensure a good job and will
protect yourself of any issue during the call.
Whenever you get stuck in a confusing situation, if you're not sure
about what should be done or maybe you need a repetition,
clarification, or anything out of the ordinary. It is imperative that
you use the Protocol Sentences.

Interpreter Client LEP

Protocol Sentences
- Repetitions
If you need a REPETITION from the LEP,
If you need a REPETITION from the
ask to the English speaker with the
client (English speaker) use the following
following
verbatim: verbatim:

Interpreter Client Interpreter Client LEP

“Excuse the interpreter may I ask YOU “Excuse the interpreter may I ask YOUR
for a REPETITION?” Client/Patient for a REPETITION?”

Once ok by Client, ask the LEP for a

REPETITION in target language.
Protocol Sentences
- Clarifications
If you need a CLARIFICATION from the LEP,
If you need a CLARIFICATION from the
ask to the English speaker with the
client (English speaker) use the following
following
verbatim: verbatim:

Interpreter Client Interpreter Client LEP

“Excuse the interpreter may I ask YOU “Excuse the interpreter may I ask YOUR
for a CLARIFICATION?” Client/Patient for a CLARIFICATION?”

Once ok by Client, ask the LEP for a

CLARIFICATION in target language.
Protocol Sentences
- Rare issues and inconveniences
Always let the Client resolve any issue, (DO NOT take it upon yourself), use the following
VERBATIM:

“Excuse the
interpreter (Explain
whatever is
happening) How would
you like me to
proceed?” Client
Interpreter

Always tell the Client what is happening, if anything out of the ordinary (arguing with
spouse, internet issues, trying to talk directly with you about other
topics) In case of foul or obscene language, you can add as well: Per company policy I am
not allowed to interpret foul language.
Protocol Sentences
- In case you receive too much information
Always ask to speak in shorter sentences if either Client or LEP is giving to much
information or rambling or going on a tangent. Use the following VERBATIM:

“Excuse the interpreter,

may I ask you (or your
client) to speak in shorter
sentences? this will
guarantee the accuracy
of the interpretation.”
Interpreter Client
 When placed on hold
If asked to for a specific time or otherwise
Make sure to advice Client or LEP every 5 to 10 minutes that you are still on the line. VERBATIM:
“Excuse the interpreter, just advising that I’m still waiting on the line with you.”

If after 15-20 minutes of waiting with LEP and no reply. Please advise the following VERBATIM:

“Excuse the interpreter, I have been waiting with you for more than 20 minutes. Since there is no
reply, i would like to ask you to please call back so we can offer our services, Thank you very much.”

If LEP asks you to stay or asks you for help, explain that you are just an interpreter and
recommend them to call back. “I apologize, I am just the interpreter please call back. Thank you.”
If you are interpreting during a doctor’s visit in the room with the LEP and you have to wait
for the doctor, you can stay all the time needed, just remember to inform the LEP that you are
still there with them waiting for the doctor every 10 minutes.
If “CISCO” calls, stay all the time necessary.
 Smart Interpretation:
Adapting the protocol to the situation
Depending of the moment, feel free to combine the protocol verbatims. If you do
that, you will help the client (Who sometimes does not even know about a protocol)
to understand better and you will be earning time being professional and polite.

Always have a smile, when you work be polite.

Remember you are not in a hurry to interpret the next call. Take your time and
remain focus through the entire call. Taking Good notes and retention will definitely
give you a good report and good standing.
 Opening
Remember to mention:
1- Name 2- Language 3 - ID number

“Hello, This is (NAME) your

(LANGUAGE) interpreter ID
number (12345)
Client

Interpreter

In target language:
Hello, I will be your
interpreter today!
LEP
 Closing
After a great job during the call, the Client thanks you and bids you farewell. You do the
same and hang up:

“Is there anything else i can

assist you with?” If no: Thank
you for using our services.
Client
“Have a nice day”

Interpreter

In target language:
Thank you and have a nice
day,bye.
LEP
 Boostlingo’s Instructions
A guide through the platform, systems and requested scripts
 1 - Open your
“Introduction Email”
And go to the
provided link
Access with your
corporate email

And your
password
 Dashboard
Overview about the job, totals, minutes, and general information
 Log (Reports)
Secure and easy way to track your minutes

Click on Log in order to

see your minutes
 Accessing to your profile
Find your ID, personal information, permissions and documents

Click on the profile icon to

access to the “Configuration”
Window

ID NUMBER
You can add your documents
 How to take calls
Open the caller, put yourself “available” and answer the calls

1- Click on the telephone icon in

the right of the platform

3- You need to be
online (Awaiting
call) In order to
take calls
2- You can be in Standby to
have a break or get ready for a
next call
 Mouse Clicker
Be faster than everyone else

1- Set the click 2- Practice how to

interval start it and stop it
fast (Important to
avoid any issue) 3- Take the mouse clicker to the “Answer”
Option and wait (Remember to stop it once
you answer and PAY ATTENTION TO THE
SCREEN)
 Click on the
“Answer” option to
connect the call
 Dial out
In case the Client ask you to add someone to the call

If everything
Press on the went well, your
“Plus” icon to do caller will be like
a dial out this
Type the number
(MUST be an US.
number)

(Call length)

Remember to verify the information requested below before doing a

dial out

1- What is the name of the person we are dialing today?

2- Would you like me to leave a message if the call goes to voice
mail?
3- Any other information before proceeding with the dial out?
 Intakes
Forms and reports to send during and after the call

Some calls might require some information in order to After every call, you will have the chance to rate your
comply with HIPAA and privacy rules. experience, please do it and send your report

Whenever you see an intake form. Please read it Clients will be rating you as well, remember to be
carefully and fill every slot polite, professional and accurate!
Questions or comments