Multilingual Word, Inc.

Corporate Member of the American Translators Association

Interpreting and Translation Services

EXPECTATIONS and RESPONSIBILITIES

The role of the interpreter is to make it possible for two or more individuals who do not
share a common language to communicate directly with each other as if they did.
Interpreting requires many skills
While many people speak more than one language, simply speaking is only the beginning of interpretation.
Interpreting involves additional skills, including the following:

• A broad knowledge of both languages and cultures in which they are spoken.
• The ability to understand what others say in either language.
• The ability to speak in either language and be readily understood.
• A good memory for what is said.
• The ability to find equivalent means of expression in each language even when there are no equivalent
words.
• Knowledge of specialized vocabulary and concepts in areas such as medicine, law and business.

Basic Interpreting Responsibilities

The following procedures should be followed by interpreters at each appointment they attend on behalf
of Multilingual Word, Inc.

• Make sure your contact information is correct and current in our files
If you move, change phone numbers, if your name changes, or if your schedule changes, please call or email us
to provide your new contact information. We can not schedule you for work if we can not reach you.

• Confirm acceptance of the appointment

When you are requested to attend an appointment on behalf of Multilingual Word, Inc. please check your
schedule to make sure you have enough time to complete the obligation. Make sure that you allow yourself
enough time to get to the appointment with time to comfortably complete the assignment.

• Know your limits

If you have a conflict of interest or do not feel qualified to attend the appointment, do not accept it.

• Get directions
Prior to the appointment, check the address of the appointment on a map or the internet to make sure that you
know exactly where you are going and know where to park. Feel free to ask Multilingual Word, Inc. staff for
help with directions to appointments.

• Dress appropriately
Wear professional clothing or business casual attire. Please do not wear blue jeans, shorts, tank tops or other
inappropriate clothing. Refrain from using perfumes or lotion that may have a strong scent as many people have
an allergic reaction to them. Closed toed shoes are required in a medical situation, so sandals are not allowed.

• Communicate with Multilingual Word, Inc schedulers

If you encounter any difficulties or need any assistance while at an assignment, please call our office.

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 • Arrive early
Arrive at the location of your appointment a few minutes before the appointment is scheduled to begin. This
allows time for you to check in with the receptionist, introduce yourself to the client, explain your role, and to
complete all necessary paperwork before the appointment begins. Our clients’ appointments are often scheduled
very tightly and they expect you to be ready to start work at the scheduled time.

• Parking
Many appointments are of unexpected duration or may last longer than anticipated. Be careful to park in a spot
where you will not be limited by time. Also, make sure you have not parked in a reserved parking space.

• Identify yourself
Wear your Multilingual Word, Inc. name tag in a visible location. This identifies you to all parties and provides
verification that you have been sent to the appointment by Multilingual Word, Inc. If you lose your badge,
contact us immediately so we can replace it for you.

• Introduce yourself and explain your role

Introduce yourself, present your Multilingual Word, Inc. name tag, and explain your role to both parties.
Emphasize your professional obligation to transmit everything that is said in the encounter to the other party
and to maintain confidentiality.

• Position yourself to facilitate communication

You should be able to be seen and heard by both parties. Position yourself in a location that is least disruptive to
direct communication, and speak loudly and clearly. If you are interpreting at a medical appointment, position
yourself to be most respectful of the patient’s physical privacy. Only enter the patient’s room with the provider.

• Turn cell phones off

Do not use or have your cell phone turned on during an assignment. We expect that during the appointment, you
will give your full and undivided attention to the client/patient communication. In addition, cell phones can
interfere with some medical equipment.

• Accurately and completely convey the message

Interpreters are expected to interpret everything that is said by all people in the interaction, without omitting,
adding, condensing or changing anything. The interpreted message should elicit the same response as the
original message. Do not alter or edit statements from either party, or comment on their content. The goal is for
both parties to feel that they are communicating directly with each other.

• Attitude toward clients

The interpreter should strive to develop a relationship of trust and respect at all times with the client by adopting
a caring, attentive, yet discreet and impartial attitude toward the patient and toward their questions, concerns
and needs. Treat each patient equally with dignity and respect regardless of race, color, gender, religion,
nationality, political persuasion or life-style choice.

• When words or phrases are not transferable between the two languages
Transmit the message in a thorough and faithful manner, giving consideration to linguistic variations in both
languages while conveying the tone and spirit of the original message. A word-for-word interpretation may not
convey the intended idea. The interpreter must determine the relevant concept and say it in language that is
readily understandable and culturally appropriate to the listener. In addition, the interpreter should make every
effort to assure that the client has understood questions, instructions and other information transmitted by the
service provider.

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 • Convey cultural frameworks
Identify instances in which cultural differences between parties have the potential to seriously impair
communication. In those instances, share cultural information with both parties that may be relevant, or assist
the speaker in developing an explanation that can be understood by the listener.

• Use the interpretation mode that best enhances comprehension

Encourage direct communication between parties, using whatever modes are appropriate. Usually, the best
mode will be to speak in first person, using “I” in reference to the speaker, rather than “he said that …” or “she
said that …” and interpreting for each party alternately. This is known as consecutive interpreting.

• Reflect the style and vocabulary of the speaker

Maintain the vocabulary and level of formality as well as the emphasis and degree of emotion expressed by the
speaker. The goal is to have both parties feel that they are communicating directly with each other.

• Manage the flow of communications

Manage the flow or pace of communication to preserve the accuracy and completeness of all parties’
communications. If necessary, politely stop the speaker and ask them to repeat information you may have
missed or to slow down if they are relating more information than you can process.

• Ensure that you understand the message being transmitted

Ask for clarification or repetition if the message from either party is unclear.

• Identify and correct your own mistakes

Check the accuracy of your own interpretation and correct any errors that you find.

• Sight Translation
You may be asked to translate written material but not all of these are appropriate for sight translation. As a
general rule, the NCIHC recommends strict limits on the length and complexity of documents that interpreters
should be asked to sight translate.

• National Code of Ethics and National Standards of Practice

At all times abide by the interpreters National Code of Ethics and National Standards of Practice. Interpreters
should withdraw from situations that might put them in violation of this ethical code of conduct.

• Professionalism
Interpreters shall be punctual, prepared and dressed in an appropriate manner. The trained interpreter is a
qualified individual who maintains professional behavior at all times while assisting clients. A professional
interpreter is one who seeks to further his or her knowledge and skills through continuing studies and training.

• Interpreting for family and close friends

Multilingual Word, Inc. is a professional interpreting service provider. You may be called upon to interpret for
your family and friends as a volunteer. This would be considered a personal matter, not billable services so
please do not submit a timesheet for your services. Interpreters are expected to be impartial, non-judgmental,
and fully able to separate their personal beliefs from the client and or patient and this is impossible to do while
interpreting for family or close friends.

• Accurate time reporting

You are responsible for accurately reporting your time spent on each assignment by submitting a
timesheet/worksheet signed by the client. We cannot pay you for the time it takes to drive or get to the location
or early arrival to the appointment.

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 CODE OF CONDUCT

Professional Ethics are rules that help interpreters maintain professional relationships with colleagues and
clients. Multilingual Word, Inc. expects the following set of professional ethical standards from our interpreters.

1. Remain NEUTRAL
In situations where there is conflict between parties, continue to interpret completely, let the parties speak
for themselves, and do not take sides. Do not engage in a private conversation with either party and be sure
to relay all information discussed to both parties throughout the meeting. Private conversations or
information that is not relayed to both parties may give the impression of bias and can break down trust
between you and the person(s) being left out.

2. Identify and SEPARATE YOUR PERSONAL BELIEFS

Do not project your own values into the discussion. Withdraw from, or do not accept, assignments where
your personal ties or beliefs may affect impartiality. Refrain from interjecting personal opinions or biases
into the exchange. Do not give advice.

3. Maintain CONFIDENTIALITY
Information divulged in any interpreted exchange is considered private and confidential. Do not reveal
confidential information.

4. Interpret ACCURATELY and COMPLETELY

Transmit the content and spirit of the original message into the other language without omitting, modifying,
condensing or adding to the message.

5. BE NON-JUDGMENTAL about the content

An interpreter’s function is to facilitate communication. Interpreters are not responsible for what is said by
anyone for whom they are interpreting. The interpreter must suspend judgment, make no comment, and
interpret everything accurately.

6. CLIENT and PATIENT DECISIONS

The interpreter will not influence the opinion of a patient or client by telling or suggesting what action to
take. The interpreter will provide or restate information that will assist the client or patient in making their
own decision.

7. Maintain PROFESSIONAL DISTANCE

Understand the boundaries of your professional role and monitor your own personal agenda. Refrain from
becoming personally involved in the client’s life.

8. Demonstrate PROFESSIONALISM
Clearly understand your role and refrain from delivering services that are not part of that role. Conduct
yourself in dress, posture, and speech in a manner appropriate to the situation. Be respectful, courteous and
honest.

9. CONFLICT OF INTEREST
Avoid situations that may represent a conflict of interest or may lead to personal or professional gain. You
do not need to disclose the nature of a conflict of interest.

10. KNOW YOUR LIMITS

Decline to interpret beyond your training, level of experience and skills. Be sure you can meet your
scheduled appointments.

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