GUIDELINES, PROTOCOLS AND SCRIPTS

SCRIPTS: OPENING AND CLOSING STATEMENTS

Every client may have different expectations when an interpreter engages or terminates an encounter.
Scripts are not verbatim, but here are some standards that can be helpful:

Opening Statement with the Client:

• Good morning/Afternoon. My name is , my Interpreter ID is , and I will be

your SPANISH interpreter. Please speak in clear and short sentences so that I can interpret
everything you say. Before we begin, I need to ask you a few questions...

• Proceed to ask intake questions.

• Proceed by asking “How can I be of assistance?”, “How can I help you today?”, etc.

Opening Statement with the LEP:

• Good morning, I will be your SPANISH interpreter. Everything you say will be interpreted and
stay confidential. Please speak in clear, short sentences so that I can interpret everything.

Which in Spanish could be:

• Buenos días, seré su intérprete de español. Todo lo que usted diga será interpretado y se mantendrá
confidencial. Le voy a pedir si pudiera hablar en oraciones claras y cortas para que pueda
interpretar todo lo que usted diga.

Closing statement at the end of every call:

• Is there anything else I can do for you?

• Thank you for using our services. My name is , Interpreter ID , Have a great
day!
• With the LEP: Se despide su intérprete, tenga buen día.
 DATA INTAKE
Intake data is an important piece in the Client billing process. Interpreters must collect this information
and enter it accurately into the designated fields. Intake questions are used for billing purposes.
Keep in mind that if interpreter does not ask for (correct) intake questions, there will be a $5.00 penalty.
The penalty will apply for each call that intake questions are not asked.
• You always have to collect the information required to fill each intake field. Keep in mind that
every Client may have different intake questions and we must collect every single piece.

There are 3 options for Intake questions:

➢ Answer/Respond: Provider answers the questions asked, and interpreter writes down
corresponding responses. Try to use correct grammar. You can use abbreviations if space is
not enough.
➢ Unknown: Provider states that they don’t have the answers. Select unknown button. You
can go back to answering these questions if information is given throughout the call, by
overwriting the option.
➢ Refused: If client refuses to give information, click refuse button and if a new screen/banner
appears, read the banner to the provider. This means that the call cannot continue until
provider responds intake questions. If provider continues to refuse, the call can be denied, or
the system will disconnect the call after the 60-seconds timer ends. Leave a comment
regarding the information the Client was not willing to provide.
If banner does not appear, leave a comment regarding the information the Client was not
willing to provide, and continue with the call.

Once all the Call Data’s page information has been confirmed and entered, the interpreter can ask the Client
"How can I be of assistance?"

• Click on the Save button for the intake questions to be saved. The information can be saved while you
are on the call or after you have finished it.

DIAL OUTS
Some Providers will request the interpreter to call a client/patient. The following are basic information
that the interpreter must ask before placing a call.

1. Phone number of the LEP: Providers will usually give the complete phone number (10 digits). It
is recommended to verify the number.

2. Name of the LEP: Providers will try to read or pronounce the LEP’s name, make sure you have the
correct name. Remember that it is necessary to be speaking with the authorized person. It is
recommended to ask for the spelling if deemed necessary.
 3. Voice message: LEPs are not always available and they don’t always answer when called. Try
asking provider:
“In case the client/patient does not answer/picks up the phone would like to leave them a
message?”

You can also ask how many times you need to call them before leaving the message. This shows
disposition to help provider.
It is recommended to ask for repetitions, clarifications or to verify any information if needed.
“This is the interpreter, ma’am/sir/doctor, I just need to verify the call back number…”

4. Ask how the provider would like to be introduced in case the LEP answers.
“How would you like to be introduced once they answer the phone?”

5. Ask if you can introduce yourself once the LEP answers the phone.
“Do you mind if I introduce myself with the client/patient once they answer the call?”

ANSWERS:

If the LEP did not answer the call:

In state the following in Spanish: “This is a message for (LEP’s name)”
and proceed to leave the message given by the provider in Spanish. Proceed to let the provider
know that the LEP did not answer, so you left the voice message as instructed.
“Ma’am/Sir, Dr., this is the interpreter, Mr./Mrs. (LEP’s name) did not answer the phone, and
I left the message as instructed. Is there anything else I can do for you?”

If LEP answers the call:

First you need to verify that you’re talking with the correct person before disclosing any type
information.
“Buenos días, estoy hablando con Sr./Sra. (LEP’s name)?” If they say “Yes” continue with the
call, and introduce yourself and the provider. Once you’re ready to start, let the provider know.
“You may go ahead, ma’am/sir/doctor.”/ “I’m ready”

Sometimes LEPs answers the phone call, but they can end up dropping the call. If this happens
just notify the provider and follow their instructions. “Ma’am/Sir, Dr., this is the interpreter, it
seems like Mr./Mrs. (LEP’s name) answered the phone, but they disconnected the call. How
would you like to proceed?”
If LEP answers the call but it’s not the correct person:
After verifying if you’re speaking with the correct person, and they answer “No”, proceed to let the
provider know whatever information the LEP gave you, and follow provider’s instructions.

“Ma’am/Sir, Dr., this is the interpreter, it seems like someone else/the LEP’s
mom/sister/brother/wife/etc. answered the phone. How would you like to proceed?”

If provider tells you to continue, proceed to introduce yourself and the provider.

If provider tells you that it’s something that cannot be disclosed with someone else but the LEP,
then proceed to close call with LEP.

INTERVENTION TOOLS
Remember to use your intervention protocol in a proper way:

• Step 1: Switch to third person.

• Step 2: Notify the person expecting the interpretation, that you need to pause and briefly give the
reason (to request a clarification, verification, repetition, etc.)
This person will wait while you speak with the other party.
• Step 3: Relay your request or concern to the appropriate person (usually the last person to speak).
• Step 4: Switch back to first person.
• Step 5: Continue with the message or interpretation.

Intervention tools that can be used:

• Repetition
• Clarification
• Verification
• Spelling

It is important to know that you should never hesitate to request an intervention tool if needed: First,
try to be specific with your request.
• Pay close attention to the information given and take notes.
• Ask for shorter segments if needed, and politely request repetitions of specific information you could
have missed.
• Please do not make the Customer repeat an entire statement, especially if it was a lengthy one.
REPETITION
To provider. Example 1:
• Disculpe Sr./Sra., este es el intérprete hablando, pediré una repetición.
• This is the interpreter speaking or Interpreter Speaking, excuse me Sir/Ma’am, would you
mind repeating ...

To provider. Example 2:

• Disculpe Sr./Sra., este es el intérprete hablando, voy a pedirle una repetición al

representante/agente7doctor, ya que no pude escuchar muy bien.
• This is the Interpreter speaking, I apologize, would you please repeat…

To LEP. Example 1:
• Ma’am/Sir/Doctor, this is the interpreter speaking. I require a repetition from your
client/patient, my line was breaking off.
• Este es el intérprete hablando/Intérprete hablando, Sr./Sra., ¿Puede por favor repetirme? La
línea se estaba cortando…

To LEP. Example 2:
• Ma’am/Sir/Doctor, this is the interpreter speaking/Interpreter speaking, I apologize, but I
couldn’t hear the last part of your client/patient’s segment, there was a lot of background
noise. I will ask him/her for a repetition.
• Este es el intérprete hablando/Intérprete hablando, disculpe, ¿Sería tan amable de repetirme?
Había mucho ruido de fondo y no pude escuchar lo que me dijo.
VERIFICATION
To provider. Example 1:
• Este es el intérprete hablando voy a verificar información.
• This is the interpreter speaking, just to verify, did you said 25 mg?
To LEP. Example 1:
• This is the interpreter speaking/Interpreter speaking, I will verify.
• Este es el intérprete hablando/el intérprete verificando, ¿Dijo que toma Losartán?

CLARIFICATION
To the provider. Example 1:

• Sra./Sr., este es el intérprete hablando, pediré una aclaración/clarificación.

• Ma’am/Sir/Doctor, this is the interpreter speaking. The interpreter requires for a clarification.
What do you mean by ?

To the LEP. Example 1:

• Ma’am/Sir/Doctor, this is the interpreter speaking. The interpreter will ask for a clarification
of a word that the client/patient/ said.
• Sra./Sr., este es el intérprete hablando. ¿Podría ser tan amable de aclarar/clarificar a que se
refiere cuando dijo ?
HOLD TIMES
Hold time script must be given if the interpreter is placed on hold, transferred with the LEP and there’s
on-hold music, if provider left the room without notice and LEP was the one to notify, and if requested.

No matter the situation, even when requested per client, we can only be put a hold for 15 minutes at a
time. The 15 minutes can be reset if the provider returns and extends the waiting time. Please advise
the provider in this similar manner:

• (Client), I just want to remind you that I can be on hold for 15 minutes at a time, and if you
need more than that just come back and let me know, we’ll reset the time for another 15
minutes.

THINGS TO REMEMBER
• No calling customers back
Even when requested by the client. If the call gets dropped, make a comment on the portal and wait
for the next call.
• We cannot transfer.
Sometimes, providers call the wrong language interpreter, and they must be informed that they need
to call again and select the right language option.
• Penalties
Not confirming the Customer Name, not asking, or asking the wrong intake questions, will incur in
a monetary penalty.
• When stepping away from your workstation
Make your portal UNAVAILABLE/SIGN OUT. This is to ensure our clients can connect with an
interpreter as quickly as possible.
• Right after servicing a call, try to disconnect BEFORE the client.
Do NOT wait around. This will trigger the client survey and you will avoid a penalty.
• If asked: “Where are you located?”
Answer: “For privacy and security purposes, we do not disclose our location” (No matter what)
• If asked: “What company do you work for?”
Answer: “For the Language Service Provider your organization/court has contract with.” (No
matter what)
SITUATIONS AND HOW TO HANDLE THEM
Propio Guidelines and QA Parameters:

• Being resourceful:
When interpreters are presented with a term or scenario, they are not familiar with, they must find
a professional way to deliver the correct message. You can accomplish this is by using all available
resources (e.g., dictionary, internet search, etc.) or techniques (e.g., ask for a clarification or an
example) that leads to an accurate rendition.

• Dealing with long segments of information:

It is important for interpreters to practice good call management to provide complete and accurate
renditions. Interpreters should not allow any party involved in the encounter to speak in long
continuous sentences because the conversation and interpretation can become difficult to control
or be accurate. Uncontrolled conversations can lead to summarized and paraphrased renditions.

If you experience a situation where someone speaks in long continuous sentences, you must
politely interrupt the speaker and advise them that pauses, and short segments are required to
deliver complete and accurate renditions.

• Lowering registers:
Interpreters will encounter a target language speaker that does not have a good command of the
language; therefore, for them to understand the higher registers of the speech can become a
challenge. It is acceptable to lower the register if the Client is made aware of what the interpreter
is doing. They need to receive authorization from the Client. Interpreters can use a word that is
simpler to render a term. Do not compromise the encounter by using a word that is incorrect or
inaccurate for the message the Client is trying to convey.

• Switching styles of interpretation:

Interpreters must always use 1st person interpreting as their primary style of interpretation for all
encounters. You can switch to 3rd person interpreting if it is to clarify a topic that could be affecting
the conversation.
There are a few exceptions where the 3rd person interpreting style is recommended:
✓ When passing the phone back and forth between both parties.
✓ When interpreting for more than one person in the encounter.
✓ When interpreting for young children or elderly people.
✓ When interpreting for anyone who may be confused (e.g., dementia, substance
abuse or post-surgery).
✓ When interpreting for emergencies. In this case summarizing is acceptable.
 • Taking over a call:
When an interpreter “takes over a call”, it means they are providing a statement that causes the
interpreter to stray away from their role as a conduit. Interpreters must uphold their role as a conduit
and only step out of the role to clarify a specific situation. As soon as the clarifying process has
been completed, they must step back into the role as a conduit.

CUSTOMER SERVICE
100% customer satisfaction can never be achieved unless excellent customer service is offered.

• Being Courteous and Respectful:

To be courteous essentially just means to be polite. In an encounter you cannot let your mood
impact your interpreting. You must maintain a friendly tone and facial expressions and show proper
respect when speaking to the Client or LEPS.

• Upbeat Tone of Voice:

The tone of your voice affects how people perceive you whether it be in person, over the phone,
or on video. When you do not change the tone of your voice, it may sound like you are disinterested
or being disrespectful.

• Voice Projection:
Voice projection is the strength of speaking whereby the voice is used loudly and clearly. It’s not
the same as screaming.
 LEPDD (Direct Dial)
Some clients have set up a line where LEPs can dial directly into the interpreter portal. When that happens,
the portal will be slightly different. The greeting to the LEP will be listed first.
1. Please do the introduction with LEP.
2. Confirm what number they want to reach. This number should match with the one listed
on the client details, and on the greeting to the LEP. Make sure you DO NOT REPEAT
THE NUMBER BACK TO THE LEP.
3. Do a third party dial out and connect with the Provider.
4. Proceed with your introduction to the Provider
5. Ask provider intake questions
6. Service the call as usual.

Zoom meetings
It’s not common to join a zoom meeting, but the interpreter must be ready in case it is requested by the
provide. You need 3 things in order to join a zoom meeting:
1) The zoom phone number.
2) The zoom meeting ID.
3) The zoom meeting passcode.
(If the client gives you a passcode containing letters, let them know you need the
numeric passcode)

Once you have that information and verified it, let the client know you will place them on hold temporarily
while you join the meeting. The zoom phone number will be typed in the dial pad, and then you’ll be asked to
type the zoom meeting ID as well as the meeting passcode. Once connected, tell the provider TO NOT hang
up the call, since this is the one that the system will recognize in order to time the call and bill it. It’s not
possible to continue with the interpreting session if provider disconnects the call, and wants to continue
through zoom.