Accessing an Interpreter / Working with an Interpreter

Jean-Paul Jumonville Premiere Account Executive LanguageLine Solutions December 18th 2023

Phone Interpreting Quick Reference Guide

Behavioral Health Services

Client ID # 699327

HOW TO ACCESS AN INTERPRETER

1. DIAL TOLL-FREE NUMBER: 1-844-577-4023 (DEDICATED TOLL-FREE NUMBER)
2. INDICATE LANGUAGE

For Spanish Press 1

For Other Press 2

Working with the Interpreter

• Brief and update the interpreter

‒ Introduce yourself and state the goal of the encounter.

• Communicating with the customer

‒ Retain control of the call. The interpreter will assist with communication, but you drive the conversation.

‒ Use direct speech (first person) at all times. “How are your today?”

‒ Speak in short sentences, using 3-5 sentence segments and pause at the end of a thought.

‒ Avoid jargon, slang and complicated technical terminology

‒ If you sense that the customer does not understand, try to rephrase or explain in a different manner or repeat what you have heard.

‒ Remember, whatever the interpreter hears will be interpreted.

Avoid private conversations.

• Closing the conversation

‒ Check with the customer for understanding

‒ Document that you worked with an interpreter, include the interpreter name and ID #. This is especially important in healthcare situations.

Accessing an Over-the-Phone Interpreter

Receiving an INBOUND Call From an LEP:

1. Place the LEP on hold using the conference hold button.
2. Dial the LanguageLine toll free service number or hit the pre-programmed button to connect with LanguageLine.
3. Follow the IVR prompts or supply the information requested by the call agent.
4. An interpreter will be connected to the call.
5. Brief the interpreter. Summarize what you wish to accomplish and give any special instructions.
6. Add the LEP caller on the line.
7. Say “end of call” to the interpreter to complete the call.

*** Helpful Tip:

If you are unable to identify the language, call LanguageLine and press “0” at the language prompt. A call agent will be connected for assistance.

Accessing an Over-the-Phone Interpreter

Placing an OUTBOUND Call to an LEP:

1. Dial the LanguageLine toll free service number or hit the pre-

programmed button to connect with LanguageLine.

1. Follow the IVR prompts or supply the information requested by the call agent.
2. Brief the interpreter. Summarize what you wish to accomplish and give

any special instructions.

1. Ask the interpreter to dial the LEP or place the interpreter on hold and conference in the LEP.
2. Say “end of call” to the interpreter to complete the call.

*** Helpful Tip:

If you are unable to identify the language, call LanguageLine and press “0” at the language prompt. A call agent will be connected for assistance.

Accessing an Over-the-Phone Interpreter

When You Are Face-to-Face With an LEP

You may pass the phone handset back and forth, use a speakerphone, or use the LanguageLine Dual Handset phone.

1. Dial the LanguageLine toll free service number or hit the pre-programmed button to connect with LanguageLine.
2. Follow the IVR prompts or supply the information

requested by the call agent.

1. Brief the interpreter. Summarize what you wish to accomplish and give any special instructions.
2. Say “end of call” to the interpreter to complete the call.

LanguageLine Dual Handset Phone

*** Helpful Tip:

If you are unable to identify the language, call

LanguageLine and press “0” at the language prompt. A call

agent will be connected for assistance.

The Next Generation of Video Interpreting….

LanguageLine InSight®

EASY • SECURE • RELIABLE • ROBUST

Powered by the largest, qualified and trained, professional linguist team in the world.

InSight Language Selection Screen

• 44 Video Languages (Including ASL)
• Top Languages & All Languages
• Search Feature
• Language Identifier
• Dynamic Usage Adjustment
• Automatic Schedule Updating

Available Video Available Audio

InSight is Easy to Use

Icons Dynamically Adjust with Language Schedule

Time of day: 8am Wednesday

Time of day: Midnight Saturday

Accessing a Video Interpreter

• Tap the language to select-the language will turn orange for video and blue for audio
• Tap the orange box with video icon to access a video interpreter
• While connecting to the interpreter, a full view allows for proper positioning of the iPad
• Greet your interpreter

Accessing an Audio Interpreter

Tap to end the call

• Tap the language needed to select
• Tap the blue highlighted language with phone icon to access an audio interpreter
• An image icon appears onscreen and your audio interpreting session begins
• Greet your interpreter

Navigating the InSight Tap Control Buttons

Minimize or move the self-video window or

drag the image to a different location

Allow video privacy so the interpreter does not have video access

Mute and un-mute audio End the call

Access the in-app volume adjustment

Volume Adjustment

During an active InSight call, turn up the iPad volume to the highest setting using the iPad’s volume button. Next tap

the volume icon to view the in-app Volume Adjustment Slider bar and adjust the volume to the desired setting.

NotePad Feature

• Text can emphasize key information you would like the client to understand and remember.
• To use the NotePad:
  • Ask the interpreter to bring up the NotePad
  • State what you want typed on the screen
  • Keep the information concise
  • The interpreter will type in the target language

“Interpreter, please bring

Being Understood is Empowering

WRITTEN

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TESTING AND TRAINING

LanguageLine® TestingSM

• Test English and target language fluency
• Ideal for staff and recruits

LanguageLine® TrainingSM

• Develop staff interpreter skills
• Ideal for in-house interpreters

Language Access at All Touch Points

Bridge Language and Cultural Barriers

LanguageLine® PhoneSM Interpreting

• Live audio interpreters in 240+ languages
• Available from any phone 24/7
• Custom call routing and Direct Response℠ available
• Ideal anchor for on demand interpreting programs

Scheduled Solution

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• Live interpreters at your location, by appointment
• 100+ languages including American Sign Language
• Ideal for complex, critical, sensitive situations

Improve Productivity, Organizational Image, Customer Experience Maximize Revenue, Decrease Expense

Thank you

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