LingoAid

If the interpreter needs to clarify a digit number that the LEP said, the interpreter should:

• Notify the client about the situation and then ask the LEP the missing number

• Clarify the number directly with the LEP and then proceed to deliver statement accordingly

• Clarify the number directly with the LEP, inform the client of the reason of the interaction and proceed to deliver statement accordingly

The interpreter has to speak in 1st person and never intervene in the conversation.

• YES

• NO

When too much information is provided, the interpreter should say:

• This is your interpreter, you're giving me too much information and I'm not capable of interpreting that much.

• This is your interpreter, I can only manage a limited amount of information, one moment please

• This is your interpreter, for accuracy purpose I can only manage a limited amount of information, one moment please

When interpreters' opinion is requested, the interpreter should

• Not express personal opinion due to company policies and to maintain transparency

• Give his opinion only if he's an expert on the subject

• Give his opion on every subject it's being asked

Whenever the LEP is using foul language, the interpreter should:

• Omit those words or phrases

• Ask the client: "Would you like me to interpret that or how would you like me to proceed?"

• Correct the LEP and ask them to use an appropriate language

If the status on Portal is stuck on “Busy” after the call ends and does not allow for another call to enter, the interpreter should:

• Inform the situation immediately to your supervisor

• Send a ticket if the issue persists.

• Inform your immediate supervisor and send a ticket.

If the interpreter doesn't know a term, the interpreter should...

• Infer the meaning of that word from the context

• Ask politely for a moment to look up the word

• Use the intervention protocol to ask for a repetition and use this time to search for the word.

When engaged by LEP in a side conversation while on hold, the interpreter should say: 

• This is your interpreter, due to company policies I can talk to you while on hold but I cannot give any personal information

• This is your interpreter due to company policies and to maintain transparency; I cannot engage in side conversations/provide information without the other party on the line. Let’s continue holding. Thank you.

• This is your interpreter, I would like to talk to you but we need to wait for the client to avoid any misunderstanding

When the interpreter has to dial out and no phone number is provided, what questions and statements should the interpreter ask/say before dialing?

• "What is the name of the person we are dialing today?”

• "What's the social security number of the person we're dialing today?"

• IF your client answers, may I proceed to greet them and explain that I will be interpreting everything that is said.

• "What's the phone number we are dialing today?"

• "What's the location?"

Will an interpreter be an advocate?

• Yes

• No