Académique Documents
Professionnel Documents
Culture Documents
Resource Guide
Strictly for use by current independently contracted interpreters
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Register is the type of language, including vocabulary and syntax, used in a particular setting.
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Conduit - The conduit ensures accurate and complete flow of communication and
maintains the integrity of the interpretation through meaning for meaning interpreting.
Clarifier - The clarifier ensures resolution of any confusion or miscommunication due to
the language used, including speakers vocabulary and syntax.
Cultural broker - The cultural broker is one who intervenes in order to share or
exchange cultural information with the intent of ensuring clear communication between
the English-speaker and the LEP person.
Advocate - The advocate intervenes in the interpretation session to ensure that the LEP
person receives the necessary care or is provided guidance that enables the LEP
person to make decisions.
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Confirm your understanding with the caller and then interpret the entire exchange with to
the other party.
Continue with the interpretation session inserting the description or clarification given to
you by the person you got the clarification from.
Continue: Let the parties know that the clarification is concluded with a phrase such as
please continue or go ahead Sir/Maam.
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Be consistent and always use the same symbols so you can read them as easily as you read
regular words.
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Dispose of all hardcopy notes in a secured document destruction bin any time you will
be away from your workstation for an extended period of time, such as logging out for
the day.
Delete all notepad computer notes any time you will be away from your workstation for
an extended period of time, such as logging out for the day.
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Do not share information about the contents of your notes or interpretation calls with
people outside the interpretation session during or after the call.
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Customer complaints
Example:
The English speaker says, If you call our toll free 1-800 number, you can receive a $100
rebate on next months electric bill. The number is 1-800-577-9364 (number is read at a
rapid rate)
The interpreter responds, 1-800 what? Youre speaking way too fast, I cant understand
you. As a result, the customer becomes offended at the rude demeanor of the
interpreter. The customer then contacts our Client Services department to file a
complaint.
Loss of a client
After experiencing situations such as the ones in the examples above, the client
decides to terminate their service contract with our company. Our clients want to
gain--not lose business. Poor customer service reflects poorly on the clients
public image and quality of service, which can cause them to lose business.
Have all the materials you need to take notes, such as paper, pens and pencils.
Have your dictionary and glossary handy.
Scripts are a helpful tool, so keep them where you can easily access them.
Have water or something to drink available, so you can clear your throat and remain
hydrated.
Remain focused on the content of your call, rather than count the minutes.
Use the restroom during all scheduled breaks to reduce the sudden need for biology
breaks during your calls.
Important Note
If you are on a long call but you have submitted a notification to CSCM about a previously
scheduled appointment and have been approved to, you will be able to use the protocol for
transferring the call to Client Services as soon as the conversation allows it.
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If one of the parties sporadically attempts to speak the other language (e.g., code
switches), interpret everything that is said.
If either person persists in speaking the other language, ask the English speaker if he or
she would like for you to stay on the session, or if you should end the interpretation
session.
Always address the English speaker by his or her title. This demonstrates respect for
his/her position and will facilitate professional communication.
2. Repetition
[Maam, Sir] the interpreter requires a repetition, could you please repeat the last word/phrase?
[Be as specific as possible when asking what is to be repeated].
4. Clarification/Explanation of Terms
[Maam, Sir] the interpreter is unfamiliar with a term used; to remain accurate, the interpreter will
need a clarification of [term].
Important Note
NEVER solicit a commendation from the client, only redirect the client back to Client Services
if the client makes the request.
Response when asked for your full name
For interpreter security and privacy purposes, always provide your first name. If the client
specifically requests your last name, you may provide a last name.
How to Respond When Asked for Your Opinion
When asked by an English speaker for your opinion on what the LEP person has just stated:
[Maam, Sir] to ensure an accurate and complete interpretation, the interpreter must refrain from
giving his/her opinion. We may continue when you are ready.
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Important Note
Maintain a calm, confident and professional tone; do not show or hint at your frustration or
annoyance (even if the English speaker sounds annoyed)remember we are transparent in
our approach!
How to Handle Being Left on Hold or Asked to Wait on Hold
If asked to remain on hold by the English speaker, the interpreter asks how long he/she
should wait, then holds for the indicated duration. If the English speaker gives no
directive, the interpreter advises he/she will hold for 10 minutes and then disconnect.
Important Note
Remain patient. Pay special attention to your tone of voice and the pace of delivery of
interpretation. It affects how other parties deliver their message. Note that on the script, the
interpreter asks for the English speaker to speak slowly. Usually, when someone focuses on
a slower delivery they become clearer and easier to understand.
Request to Spell words or to Provide Basic Language Instruction
Our customers, in the interest of helping to facilitate communication with the LEP community,
may ask the interpreter to spell out a few key words in the LEP persons language, such as
Good Morning, Water or Bathroom.
Our objective is to ensure that the customer uses our service to communicate even the most
basic of needs. This guarantees clear and transparent communication in each encounter with
LEP persons.
CyraComs policy is to professionally decline to provide this assistance and briefly explain the
rationale. Please use the script below to address requests of this nature.
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Important Notes
Keep a very positive tone and emphasize the benefits of our service and that you will
definitely let your supervisor know about this need. Please send the information to
cscm@cyracom.com.
If the English speaker calls, without a LEP person on the phone, and only wants to
know how to say a simple word, you may use your judgment and provide the word,
without spelling it. The above script is for requests that arise in the course of a normal
interpretation session.
Exceptions
Although rare, at times you may face situations in which a caller is unable to spell. You should
not ask a caller if they are literate; this is for the English speaker and the LEP person to clearly
determine without your interference. To promote customer service, you may step out of your
conduit role in these rare situations and assist the caller.
Another rare situation may arise during APA calls. The client may ask you for the pronunciation
of a name in order to address their caller appropriately. To promote customer service, you may
provide a recommended pronunciation but should always offer to confirm it with the caller once
they are on the line.
With the exception of rare situations such as these two; the interpreter should remain
transparent and utilize the How to Respond to Requests to Spell Words or Provide Language
Instruction established protocol.
Script: Exceptions for Requests to Spell Words
Example:
a) This is the interpreter speaking; in this situation the interpreter can recommend a spelling.
If the caller accepts, proceed with:
b) (word) can be spelled (spelling)
Important Note
Notice the verbiage states can be spelled instead of is spelled. You should only provide
this exception if you are certain of the spelling but should never word it as a definite answer.
Remember that you are basing the spelling on your experience and knowledge but the
information is actually originating from the caller not from you.
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Interpret exactly what you heard into English in order for the English speaker to
understand the nature of the ad-hoc interpreters error.
Important Notes
Avoid drawing the ad-hoc interpreter into a conversation or debate
After identifying a second error committed by the ad-hoc interpreter, do not engage
in conversation or further elaboration. After you have identified an error, if the ad-hoc
interpreter challenges your correction, simply state that you stand by your statement
and let them continue as they see fit. If the English speaker asks you to expand on
your clarification, indicate that they should direct their questions to the ad-hoc
interpreter.
At this point, the CyraCom interpreters role is to listen to the ad-hoc interpreters interpretation.
If an error is made, notify the English speaker before the next phrase is delivered.
Error Identification - Interpreter to English speaker:
Excuse me, I have identified an error. <English speakers message> was interpreted as <the ad-hoc
interpreters misinterpreted message>.
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If the English speaker requests that you take over the interpretation, respond:
Please document that you have requested that I provide interpretation. At this point, I will go ahead and
introduce myself to the other party.
Go ahead and say the Pre-Session to the other party and start the interpretation session.
Flexibility During the Session
A great deal of common sense and flexibility will be required during some of your interpreting
sessions.
Title VI of the 1964 Civil Rights Act prohibits discrimination on the basis of race, color or
national origin for organizations receiving federal financial assistance to fund their
programs.
HIPAA (Health Insurance Portability and Accountability Act) is a federal law that
regulates many aspects of health insurance and establishes privacy and security
standards for individuals health information.
According to the U.S. Department of Health & Human Services, HIPAA is defined as
follows:
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) required the Secretary
of the U.S. Department of Health and Human Services (HHS) to develop regulations protecting
the privacy and security of certain health information. To fulfill this requirement, HHS published
what are commonly known as the HIPAA Privacy Rule and the HIPAA Security Rule. The Privacy
Rule, or Standards for Privacy of Individually Identifiable Health Information, establishes national
standards for the protection of certain health information. The Security Standards for the
Protection of Electronic Protected Health Information (the Security Rule) establish a national set
of security standards for protecting certain health information that is held or transferred in
electronic form. The Security Rule operationalizes the protections contained in the Privacy Rule
by addressing the technical and non-technical safeguards that organizations called covered
entities must put in place to secure individuals electronic protected health information (e-PHI).
Within HHS, the Office for Civil Rights (OCR) has responsibility for enforcing the Privacy and
Security Rules with voluntary compliance activities and civil money penalties. (Source: U.S.
Department of Health & Human Services (HHS);
http://www.hhs.gov/ocr/privacy/hipaa/understanding/srsummary.html)
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(http://www.jointcommission.org/NR/rdonlyres/E64E5E89-5734-4D1DBB4D-C4ACD4BF8BD3/0/hlc_paper.pdf)
In March, 2007, the Joint Commission released a report based on a study that
included 60 hospitals across the US. This report revealed that language services
in hospitals should do the following:
Hospitals should require training and proficiency testing for all interpreters
and incorporate language service programs into safety and quality efforts
Additional Items
Interpreters should verify with CSCM to clarify how to proceed on sight translation of informed
consent forms and mandated reporting.
Sight translation of documents ideally the organization has the informed consent forms
already translated into the most common languages in the population served.
o
If this is not the case, a best practice is to have the English speaker read the
document and the interpreter interprets this as any other English speaker to LEP
person communication.
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Mandated reporting many states have one or more laws regarding who is a mandated
reporter of possible child, elder, or spouse abuse or possible suicidal or homicidal intent.
Most states, for example, mandate that health care workers report any known or
suspected child abuse. How health care worker is defined and precisely who is a
mandated reporter of what type of abuse or intent to harm varies by state. Each health
care organization may also indicate who is a mandated reporter of what types of issues.
CyraCom interpreters are not mandated reporters. We provide transparent interpretation service
which goes hand-in-hand with our conduit role. The interpreter should interpret the dialogue in a
complete and accurate manner.
Waste is the overuse of services, or other practices that, directly or indirectly, result in
unnecessary costs to the Medicare program. Waste is generally the misuse of resources.
Examples:
o
Abuse is payment for items or services that are billed by service providers, but should not be
paid for by Medicare. This is not the same as fraud.
Examples:
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Charging in excess for services or supplies, such as prescribing brand name medications
when generics are sufficient
Billing Medicare based on a higher fee schedule than is used for patients not on
Medicare
First Tier, Downstream, and Related entities provide healthcare services or help administer
some aspect of the Medicare program. At CyraCom, we do this by providing language services.
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To ensure all interpreter contractors understand their part in controlling costs and
preventing FWA
Independent Contractors can confidentially report any known or suspected violations through a
Call Problem Report.
ClearPath
ClearPath is the automated telephone platform that will connect you to CyraComs clients.
When clients call in, they enter their account information and choose the language they require.
The ClearPath platform then connects the client with an interpreter based on the language
chosen.
Telephone Log-in/out
You have two ways to log-in and log-out of the ClearPath platform. One will be via the
telephone and the other will be via the Interpreter Portal. Lets look at the Telephone option first.
1. Call 1-800-317-9351
2. Follow the call prompts:
o
Available
Not Available
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If you update your information, you will hear an updated status message after you confirm the
information you entered is correct. You do not have to listen to all the prompts in their entirety to
take an action. Make your selection at any time while the prompts are playing.
Accepting a call
To accept an incoming call, press 1 on your telephone keypad. You will hear a prompt
reminding you of this but you do not have to wait for the entire message to finish before
pressing 1.
After accepting the call, please introduce yourself using the CyraCom Pre-Session.
o
If you hear hold music and the client is not connected to the session in 2 minutes,
please disconnect the call.
*8 pressing *8 on your telephone key will invoke the Additional Person Anytime (APA)
feature that allows you to add other callers to the session
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*1 this feature is used in tandem with *8, *1 confirms and completes the APA
action; think of *8 as picking up the phone and *1 as the actual dialing of the
number
*3 this feature is also part of the APA feature; when pressed, *3 disconnects
the caller most recently added using the APA feature
Not all clients have the APA feature enabled, we will cover how to handle such
situations later in this packet
*0 this feature allows you to transfer your call to Client Services when needed
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Some prompts are intended to signal you on something (i.e., incoming medical call), some are
intended to guide you along a process (i.e., APA feature), and others are intended to simply
notify you of changes in the call (i.e., the English-speaker hanging up).
A common set of prompts you will hear are the ones after each call. These prompts allow you
the option to process the following:
Examples:
To change your status, press 1 you will use this option when you need to change your
status from available or not available. You will need to change your status to not
available anytime you are not accessible to process an OPI call (i.e., biology break).
To change your phone number, press 2 you will use this option if you need to change
the phone number to which you want incoming OPI calls to be routed
To change your PIN, press 3 you will use this options to change your password for
logging into the ClearPath telephone platform
Operations Center
The recommended option to log-in and log-out of the ClearPath platform is the Operations
Center. Lets take a look at some of the features of the Operations Center.
Log-In/Out
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Additional Features
My Site
o
Bulletins this section provides you with useful updates and refreshers; bulletins
are released periodically (your computer will need to have access to view PDF
files)
Surveys this section allows you to submit feedback on call connection quality
for every call you accept
Learning Center
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Glossary Search this section provides you with call type specific glossaries for
the languages available
Job Aids this section provides you with quick access to protocol scripting
About CyraCom
Reports
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My Performance By Day you can check things such as your average speed of
answer for the day
My Sessions will provide you with a quick overview of the calls you have taken
including length of call
My Current Queue Scores provides you with your current queue score; queue
scores are updated on a daily basis
Queue Score
A Queue Score is the main determinant of the volume of interpreting calls an
Independent Contractor (IC) is classified to receive.
Queue scores are updated on a daily basis and are based on two factors:
How many Reject, Ring Through, and Busy calls appear on your My Call Detail
report
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Payment Invoice
You can access your payment invoice by clicking on My Payment Invoice in the OPI
Interpreter Portal. This option will allow you to see your most recent payment invoice as
well as all of your past payments.
Meets Expectations
Needs Improvement
To view the monitoring results you will click on the link in the email. The link will take you
directly to the Quality Monitoring Form. If you are not already logged in, be prepared to
log-in to view the results.
You are expected to confirm receipt of both result types. To do so click the blue button
under the Quality Monitoring Form.
Important Note
Please note that independent contractors that receive a Needs Improvement result will be
deactivated in the system until he or she confirms understanding of the recommended
improvement plan.
After you click on the confirmation button, the site will redirect you to the summary page which
shows the Quality Monitoring evaluations for the current month. To see a list of evaluations,
click the View Details button. You can review and print previous Quality Monitoring Forms from
this screen.
HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE
REVISED 05/14/2014
Copyright 2014 CyraCom International, Inc. All rights reserved.
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Do not share information about the contents of your notes or interpretation calls with
people outside the interpretation session during or after the call.
Accepting Calls
You are expected to answer all incoming calls when logged-in. Please note the following points
regarding Caller ID:
Do NOT rely on your Caller ID and make sure to turn OFF any automated Caller ID
block.
If you handle more than one language or dialect, you will hear:
CyraCom, [language], to accept the call press 1; to replay the message press 2; to reject this call
press 3.
ClearLink
ClearLink is our patented dual-handset telephone that most CyraCom clients use at their
facilities. It is commonly referred to as the blue phone and allows clients to efficiently connect
to interpreters. ClearLink phones are currently available in corded and cordless models and in
blue or white colors. Below is an example of a blue corded ClearLink phone.
CyraCom was the first language services company to offer this technology specifically designed
for health care.
Sooner or later clients are likely to ask you questions about the operation of the ClearLink
phone. If clients ask you in depth questions that you cannot quickly and easily answer, refer
them to Client Services or their account manager.
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To English-speaker
Good morning/afternoon, my name is [your first name] and I will be your [LEP persons
language] interpreter [your ID number]. I will interpret everything you say and keep it
confidential. How may I help you?
[Maam, Sir], May I introduce myself to the other party?
To LEP
[Interpret in LEP persons language accurately and completely]
Good morning/afternoon, I will be your English interpreter. I will interpret everything you say and
keep it confidential. Please speak in short phrases.
To English-speaker
Go ahead, [Maam, Sir].
Deliver this dedicated pre-session at the beginning of all calls that initiate with the short presession whisper. Note that the Short Pre-Session is briefer than our standard pre-session and
addresses only the client.
Post-Session
A consistent and professional post-session is an important component of the over-the-phone
interpretation session. It gives a clear indication to the English speaker that the interpreter
believes that the interpretation session has concluded. It gives the English speaker an
opportunity to ask for additional assistance. Additionally, it is another opportunity to write down
the interpreters ID number.
The post-session script in this document demonstrates the current required post-session
wording to be used at the completion of all calls. Conduct the complete post-session, even if the
English speaker has disconnected.
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Important Notes
If you are unsure the session has concluded or the English speaker didnt give you a clear
indication that the session has ended, ask, Do you require further interpretation?
If the English speaker gives you an obvious indication such as Thank you, we are done, We
dont need further interpretation, Thats all interpreter you dont need to say, Do you
require further interpretation?
Conduct the complete post-session, even if you believe the English speaker has
disconnected.
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During a third-party call, the English speaker might ask you if you can hear a tone, yet you wont
be able to hear any sound. This is the concept called the system is mute which means that
while the English speaker is dialing to the LEP person as a third-party, the interpreter wont hear
a signal or any noise until there is an answer or an answering machine.
Interpreter might also have to instruct the English speaker to press *1 to connect the thirdparty.
If the client requests that you add an additional person to the call, follow these steps:
Ask the client for the additional persons contact information:
The additional persons name
The country they are trying to reach
If the additional party is located in the U.S. or Canada, ask for the phone number with
the area code.
If they are located outside of the U.S. or Canada, ask for the country code and rest of
the number.
Ask the client if they want to leave a message if the additional person is not available or
an answering machine picks up the call. Write down the message if needed.
Press *8 on the phone key pad. This will place the client on hold and you will hear
prompts. Follow the prompts to enter the information you gathered above. You can
provide the information verbally or enter it using the phone key pad.
Once the additional persons information has been entered and confirmed, you will be
returned to the call with the client.
Inform the client that you will now add the additional person. Press *1 to complete the
connection.
You and the client will hear silence until someone answers or a status message plays.
To connect another additional person to the call, repeat the same steps as above. This
may be done up to 4 times.
OR
Dial *3 to forcibly disconnect the last person who was added to the call.
If more than one person was added to the call, by dialing *3 you can disconnect them one at a
time in order of last to first.
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Press 1.
Prompt: To call a phone number in the US or Canada, press 1. To call a number in any other
country press 2.
Press 2.
Prompt: Please enter the country code of the person you are trying to reach.
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Important Notes
Prior to transferring the English speaker to Client Services, ensure that you have
provided all required interpretation, as possible.
Prior to transferring the English speaker to Client Services advise the English speaker
that you will initiate the transfer (read your script).
Once you have activated the transfer you will be disconnected from the conference.
Before transferring the English speaker to a Client Services Representative, state the
following:
[Sir, Maam], please hold while the interpreter transfers your call to a Client Services
Representative.
Another reason why you may need to transfer your call to Client Services is in emergencies and
critical circumstances. Follow the process below in these circumstances:
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In the event you are questioned as to why you must exit the call:
"Due to an unforeseen reason, the interpreter must transfer your call to a Client Services
Representative for the next available interpreter. Thank you.
Consult CSCM if you are unsure of what constitutes an emergency or critical circumstance that
would necessitate a transferred call.
Important Notes
Try to minimize small talk to fill any dead air on the phone. Be polite and respond
professionally, however avoid trying to carry on or maintain a conversation that may
blur the role of the interpreter.
Refrain from providing any additional information on your location and work to refocus
the conversation back to the interpretation session.
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If after multiple attempts the interpreter continues to not understand the English
speakers statement:
To English speaker:
[Maam, Sir], for the interpreter to ensure that the communication is accurate and complete, the
interpreter will now terminate this session. Please stand by while you are connected to the next
available interpreter.
To LEP person:
For the interpreter to ensure that the communication is accurate and complete, the interpreter
will now terminate this session. Please stand by while you are connected to the next available
interpreter.
Transfer the call to Client Services so they can connect the callers to the next available
interpreter.
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To LEP person:
Good morning/afternoon, I will be your English interpreter. I will interpret everything you say and
keep it confidential. Please speak in short phrases. How may we help you?
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Education
Finance
Insurance
Legal
Medical
Travel and Hospitality
Utilities
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