CORE PROTOCOLS &

PROCEDURES

GREETING

Interpreters are required to start each session by providing an introduction to both the English speaker and
the LEP person.
The goal is to initiate the session and set expectations for the interpreting encounter.
Unless noted otherwise (DirectConnect or Special Calls) and to ensure uniform customer service, the
following steps must be followed when starting a call:

Greet the client by following the Greeting Script verbatim.

"Thank you for calling. This is [your

language] interpreter number
[your number]. Please speak
clearly and use short phrases. To
ensure accuracy, I will verify all
numbers. How may I help you?"

Once the client has started the call, the interpreter should
continue by asking:

"May I introduce myself to your

customer/patient?"

After the client agrees, the Interpreter will continue by providing

the following introduction to the LEP person verbatim:

April 2019
 "I will be your English interpreter, I "Yo seré su intérprete de inglés.
will interpret everything you say. Interpretaré todo lo que diga. Por
Please speak clearly and use short favor hable claramente y utilice
phrases. To avoid errors, I will verify frases cortas. Para evitar errores,
all numbers." verificaré todos los números."

Once the introduction is completed, the interpreter will ask the

client to continue by stating the following:

"You may now begin."

GREETING TO NEW PARTY

If the call is transferred, or a new party takes over the call we must introduce ourselves by using the scripts on
Step 1 (Client) or Step 3 (LEP person).

FIRST PERSON

When interpreting messages, the interpreter should render all statements using first person, as if speaking
directly to the other party. The interpreter should avoid rendering statements in third person.
If one of the parties uses third person speech, we must convert all messages to first person.

EXCELLENT CUSTOMER SERVICE

Use a professional tone of voice: Speak clearly, match the speaker's tone, style and register.
Convey all formalities: Render all messages that the client uses to provide a satisfying customer experience,
such as "thank you," "one moment please," etc.
Use politeness markers; Use any necessary remarks, such as "thank you" and "please" to imitate the level of
customer service provided by the client.
Be accurate: Include all essential elements of information, such as numbers, names, placed, dates, amounts,
etc.
Be impartial: Remain neutral at all times. Refrain from making comments outside of the interpretation
context.
CLARIFICATION

Should be used when an interpreter is not certain of the meaning of a client or LEP person's statement.
The clarification tool should only be used to ask for a description or definition.
The key phrase when asking for clarification is:

"This is the interpreter. Please

clarify what you mean by..."

To obtain clarification, the interpreter must complete the following 3-step process:

INFORM

Inform the opposite party that the

interpreter needs clarification.

REQUEST

Be specific on what word/phrase

you need to clarify. Make sure that
you understand the meaning
being clarified before continuing.

INTERPRET

Interpret the word/phrase using

the clarified definition/explanation
received.
REPETITION

Should be used when an interpreter needs to ask one of the parties to repeat the information they had
previously stated.
Repetition should be requested any time the interpreter is not able to hear or understand a statement.
To request repetition, the interpreter must follow the 3-step process shown in the Clarification section.
Depending on the situation, interpreters have the option to use a full repetition or managed repetition.

VERIFICATION

Should be used when an interpreter is able to capture the message but needs to verify information to ensure
accurate and complete interpretation.
To request verification, the interpreter must follow the 3-step process shown in the Clarification section.

VERIFICATION OF NUMBERS

Interpreters need to verify every number that is rendered during an interpretation session to ensure they are
conveyed accurately and completely.
When a party states a message that contains a number, the interpreter will verify the number with the party
by stating:

"Did I hear (number)?"

When verifying numbers, the interpreter does not need to follow the 3-step process.
It is recommended that the interpreter waits for acknowledgement from the party when verifying a number
before proceeding with the interpretation.

SESSION MANAGEMENT

To convey all information accurately and completely, interpreters need to control the rate at which they
receive information from all parties on the line.
At times, the client or LEP person may not follow the interpreter's instructions provided during the Greeting
Script to provide short phrases.
Interpreters may instruct any party that is not complying, to provide short phrases and allow us with the
opportunity to interpret their messages.
Session management ensures that we are not provided with more information than we can retain.
The following are the session management tools interpreters can use to ensure that both parties do not
exceed the retention capacity of the interpreter:
 Natural Pauses
Occur when speaker stops to breathe.
Interpreter should take advantage of these pauses to interpret information given.

Managed Pauses
Occur when one of the parties is speaking in long phrases and not allowing the opportunity to interpret.
Managed pauses should be requested to get a moment to convey the information given.
Interpreter should politely stop the speaker when the length of the message exceeds the interpreter's
retention ability.

CLOSING

At the end of an interpretation session or before a call is transferred to another English speaker, the
interpreter will provide the Closing Script verbatim:

"Is there anything else that the

interpreter can help you with?"

If no further interpretation is needed, the interpreter will finish the call by stating:

"Thank you for calling. Have a nice

day."