CLI Training.

Interpreter
Training
2023
Training

CLI Certified Language

International

Handles calls related to

Healthcare
Government Programs
Education
Finances
Insurance
Basics

Interpreting
101
Three Way Calls
We will always have 3 parties involved in the call:
Client - English speaking
Limited English Proficient person (LEP) - Spanish Speaking
The interpreter
Basics

Rules 1. Avoid omitting, adding, paraphrasing,

summarizing

This is the golden rule for Interpreting. It doesn’t matter

if the message we have to interpret makes no sense to
us. We still have to interpret everything as it is said.​
Basics

Rules 2. Always identify yourself as the

interpreter

In order to interact with the client, we have to identify

ourselves as the interpreter speaking to respect the
industry standard of transparency: “This is the
interpreter, …” or “The interpreter needs.../will do.../will
ask for.../etc.”.​Same applies to the LEP.
Basics

Rules 3. Your role is to be a

GHOST

Everything is interpreted in 1st person. We embody the person

who is speaking when relaying their respective message​. Always
avoid "he said/she said"
The interpreter remains impartial and does not provide counsel,
opinions and/or direct answers. We are there only to interpret
everything they say
Basics

Rules 4. Always remain polite and

watch your Customer Service

Use pleasantries and remain polite and professional to

both or all parties involved in the conversation.
Pleasantries are the only things the interpreter can
add.
Basics

Scripts
Greeting
- Mandatory for the - Mandatory for the
client: LEP:

Language you interpret in Idioma al que se interpreta.

Interpreter's ID # "Todo lo que diga será interpretado y
Name mantenido bajo confidencialidad"
“How can I help you?”

Hello, this is (YN), your Spanish interpreter, Buenas, soy su intérprete de inglés. Le
ID BLXXX. How can I help you? estaré ayudando con la comunicación
Basics

Scripts
Closing
- Mandatory for the
client: (1)"Is there anything else the
interpreter can help you with?" /
1. Offering additional assistance in case "This is the interpreter, is there
anything else I can help you
the interpreter hasn't been explicitely
with?" (2) "Thank you for using our
dismissed
services”.
2. "Thank you for using our services"
Basics

The interpreter will perform these steps when requesting

Protocols repetition, verification, clarification or any kind of interaction
held with the LEP.

1. Inform the client about the intervention you

will make (repetition/clarification/ verification).​
2. Identify yourself as the interpreter to the LEP.
Request clarification, repetition, etc.​
3. Resume interpreting.

To the client: To LEP:

"This is the interpreter speaking / Excuse me, “Interpreter speaking, can you
the interpreter needs to clarify/a repetition/etc." please repeat/clarify....?”

If the request is made to the client, then there is no need to inform the LEP about said intervention, just ask and
proceed with interpreting as usual.
Basics

Hold Time
Upon being asked to hold on the line the interpreter should hold for
a maximum of ​10 minutes*. After ten minutes the interpreter will say​
to the client's recorded line​:​

To client:

“This is your interpreter, unfortunately I cannot

hold on the line any longer. I’ll proceed to
disconnect and inform your customer/patient.” To LEP:

“Este es su intérprete, desafortunadamente no

puedo mantenerme en espera por más tiempo.
Cuando vuelva​(el agente; doctor; enfermera;etc.)​
solicite otro intérprete por favor”

(*) 30 Minute Hold Policy: Interpreters are allowed to wait on hold for up to 30 minutes in the case of
servicing a call coming from 311 Services or the Seattle Children Hospital.
Basics

Hold Time
Politely avoid engaging in
side conversations with the
LEP, and decline any request

Variations for personal information.

When faced with a life or death situation in a call,

hold for as long as you’re needed.
If asked to stay for a specific amount of time (i.e. 25
minutes), hold on the line for that long before
proceeding with disconnection.
If asked to hold for an unspecific amount of time,
state that you ccan only wait for 10 minutes, unless
needed to wait any longer. If yes, you can hold until
no longer needed; if not, then follow the 10-minute
rule.
Basics

Dial Outs The interpreter doesn’t set

up the Dial Out, the operator
will take care of it; even if
they’re dialing multiple
people.

Before proceeding
l
1. lWho should I say is calling?
2. lMay I please have the name of the person / patient we’re calling?
3. lShould I leave a message in case we reach a voicemail box?
4. Is there a call back number? (In case not stated before)
Basics

- Client uses long - LEP uses long

What If's statements: statements:

"This is your interpreter, would you "Le habla su intérprete, por favor,
mind speaking in short sentences/ utilice mensajes más breves /
segments for accuracy purposes, Permitame un momento para
please?" interpretar, por favor”

- Background Noise:
Usually coming from LEP

“Disculpe, le habla su intérprete, hay bastante ruido

de fondo de su lado, ¿podría ir a un lugar más
tranquilo o hablar más fuerte para entendernos todos,
por favor?”
Basics

- Withdrawing from calls due to end of shift:

What If's On calls longer than EOS*
Reason for disconnection is justifiable and reported
appropriately

“This is your interpreter, I apologize for the inconvenience, there is

currently an emergency going on where I'm located and unfortunately
need to disconnect, please call back and request another interpreter so
they can continue to assist you. Thank you for using our services.”

(*) Do not disclose that you'll be leaving the call due to your shift being over.

- Client and LEP are communicating directly:

"This is the interpreter, it seems your customer and you

are communicating well on your own. Would you like
me to stand by or disconnect, or how would you like
me to proceed?”
Basics

- Client inquiring abo ut OHA Certification:

What If's Oregon state law requires interpreters to be certified.
Clients are allowed to request for:
Name and Last Name
OHA Certificate Code
if you are a certified interpreter with OHA to take calls.
Answer honestly and state:

"I don't have an OHA

registry/certificate number".

- Foul language used during the call:

Usually coming from LEP

This is the interpreter, your patient/customer/caller’s

message includes foul language/profanity, would you
like me to inclue that in the interpretation or how
would you like me to proceed?
Putting It All Together

QA Criteria
Major Accuracy Errors 21pts Transparency & Intervention 6pts

Minor Accuracy Errors 7pts Greeting Script 5pts

Register, Tone & Style 5pts Closing Script 4pts

Customer Service 15pts Dial-Out Process 3pts

Role Boundaries & Impartiality 7pts Turnaround Time and Call Flow 5pts

1st Person Speech 3pts Self-Evaluation 4pts

Form of Address 3pts Hold Policy 7pts

Clarification Role 5pts

TOTAL POSSIBLE POINTS: 100pts

Thank you
& Best of Luck