A Medical Interpreter’s Guide

to Telephone Interpreting
By Nataly Kelly, IMIA Member

August 2008

International Medical Interpreters Association

www.imiaweb.org
 

perform telephone interpreting, it is helpful to be informed

Medical interpreters often have questions about about this modality and its role within the greater realm of
interpreting in health care.
telephone interpreting, but often do not have access to
general information about this area of interpreting. As a
result, medical interpreters have frequently relied on the Who typically provides telephone interpreting 
experiences and anecdotes of interpreting colleagues in for medical settings? 
order to obtain answers to questions about telephone
interpreting. Or, interpreters have made their own In some countries, such as Australia, telephone
assessments based on experiences with individual interpreting is provided as a fee-free service. In other
providers of such services. countries, such as the United States, it is more common for
telephone interpreting to be supplied by for-profit
In July of 2007, the International Medical Interpreters providers. In either situation, the service is provided
Association offered to respond to questions from its remotely by interpreters who are typically located in a
membership about this topic. This query, along with separate location from the place where the call originates.
subsequent discussions with organizational members with
extensive experience in providing telephone interpreting The interpreters may be located in a central location, such
services, resulted in the compilation of questions and as a call center or office. Or, they may work from home
answers that follow. offices that are dispersed across a wide geographic area.
Interpreters may not necessarily be located in the same
The questions and answers mainly reflect the experience of country in which the provider is located. Some providers
individuals engaged in this practice in the United States, have global workforces and offices in various countries.
where the majority of telephone interpreting is provided by Also, in the United States, it is increasingly common for
commercial entities. However, telephone interpreting is hospitals and health care systems that employ interpreters
used in many countries around the world. to ask them to log on and provide telephone interpreting
when they are not in person with providers and patients.
As a medical interpreter, why do I need to know  Many hospitals are now setting up internal call centers that
about telephone interpreting?  specialize in providing telephone interpreting.

With increasing frequency, medical interpreters are Is telephone interpreting inferior in quality to 

requested to perform interpretation via telephone. In many in­person or video interpreting? 
cases, full-time staff interpreters at health care
organizations are asked to provide telephone interpreting The quality of interpreting services, no matter what the
services. This is sometimes requested as a measure to cut medium of delivery, depends greatly on the interpreters in
down on interpreter travel time between one building to question and the level of training and quality assurance
another, or to provide interpreting services for situations in offered. Quality in all modalities of interpreting depends
which visual information will not be conveyed on the training and skills of interpreters.
(conversations that take place between a patient and
provider via telephone). Telephone interpreting is also Quality can be measured in a number of ways. For
requested for settings in which it would be preferable for efficient and effective communication to take place
the interpreter not to be present during the encounter (for through telephone interpreting, three key factors are
example, where the patient’s privacy or modesty is of extra usually taken into account by end users: (1) the skills and
importance), and for urgent scenarios when an interpreter knowledge of the interpreters who provide the services, (2)
is needed quickly. the sound quality, and (3) the speed with which the
interpreter is connected to the line. However, the quality of
In some cases, telephone interpreting is also used as an the communication is also greatly impacted by (4) the end
alternative to on-site interpreting, especially for languages user’s ability to work effectively with the interpreter.
that are less commonly requested. Even if you do not

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“Quality in all modalities of

interpreting depends on the training
and skills of interpreters.”
With regard to the first category, it is essential that all
interpreters who provide telephone interpreting services
receive specific training in guidelines for telephone
interpreting, which can be different from guidelines for
interpreting in person. Telephone interpreters must be
tested in language proficiency, interpreting skills and
terminology knowledge. In addition, ongoing observation
of the interpreters is critical in order to ensure quality and
consistency.

The impact of the sound quality on the ability to

communicate can also vary depending on the technology
that is utilized to deliver the service. This has a major
Patricia Correia, a professional medical interpreter for
effect on the interpreter’s ability to hear all parties and Cambridge Health Alliance, performs telephone interpreting
render the information accurately. frequently in her role as a staff interpreter. Photo courtesy of
Cambridge Health Alliance.
The quality may also vary depending on the type of
equipment being used by all three parties, including the
interpreter. In addition, the technology used by the client Keeping in mind the Institute of Medicine’s quality
can impact quality. For example, if the provider uses a guidelines related to services that are safe, effective,
speaker phone instead of a dual handset phone (a phone person-centered, timely, efficient and equitable, telephone
with two receivers), this can sometimes impact the interpreting fares quite well in most categories, especially
interpreter’s ability to adequately hear the information in in timeliness of access and ensuring that equitable services
order to interpret it effectively. are provided to less commonly requested languages or to
populations in rural areas.
The end user’s level of competence in working with a
telephone interpreter can have a direct impact on quality. Don’t telephone interpreters miss out on all the 
Inexperienced users of telephone interpreting services may
“non­verbal” information? 
do things such as interrupt the interpreter, use third person
speech (“interpreter, ask her how she’s feeling”),
accidentally create background noise that can impact the Non-verbal information is not necessarily visual
interpreter’s ability to hear or ask the interpreter for his/her information. With telephone interpreting, body language is
opinion. not observable by the interpreter. However, if both other
parties are in the same room, they can still see each other’s
In summary, rather than ask whether telephone interpreting body language. A great deal of non-verbal information is
is “better” or “worse” than other interpreting modalities, it reflected in tone of voice, breath patterns, inflection, vocal
may prove more helpful to train interpreters effectively to volume, and other auditory cues. All of these are
provide telephone interpreting services, to educate users of perceivable to telephone interpreters.
interpreting services regarding the most effective uses of
telephone interpreting, and to request information about However, interpreters who have not received training on
quality assurance, technology and training from providers. the specifics of telephone interpreting may need to receive
additional guidance and practice on these unique aspects to

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this modality in order to maintain a high level of quality. Some commercial providers may inquire about an
In addition, telephone interpreters require specific training applicant’s customer service experience or interpersonal
in techniques to improve memory and increase the amount skills as well, since this is often an important part of
of information they are able to retain and interpret. telephone interpreting. In addition, any experience
working in a telephonic environment can be extremely
What qualifications do I need in order to work  helpful, since this indicates that the applicant may have
as a telephone interpreter?  experience with communicating regarding diverse topics
via telephone in a professional environment, something
that is extremely important for telephone interpreters.
The qualifications may vary greatly from one job
opportunity to another. For example, if you are applying to It is also important for telephone interpreters to have a
work as an interpreter with a hospital, telephone clear speaking voice that can be easily understood in both
interpreting may just be one small part of your job. languages. Interpreters with a heavy accent in either
Therefore, the same requirements that apply to on-site language, a tendency to mumble, or a voice that is very
interpreters may apply to you. loud or soft, may have more difficulties making
themselves understood in the auditory environment of
If you are applying to work with a commercial provider, a telephone interpreting. Telephone interpreters often find
great deal of diversity exists. Where training is concerned, that, with sufficient practice, they develop a better
some companies offer extensive programs for interpreters, “interpreting voice”, which is usually a pleasant, steady
including the provision of internally-developed training and professional voice.
manuals, glossaries and other proprietary materials. Such
companies may even offer a structured certification Telephone interpreters also need to be highly skilled at
program, through which interpreters may complete a series managing the flow of the conversation, and they must be
of requirements in order to receive a certificate. able to diplomatically manage external barriers to the
communication, such as poor sound quality, interference
Other companies may in some cases waive training on the line, distracting noises, sounds in the background of
requirements if the interpreter already has extensive either party’s environment, along with many other unique
experience in telephone interpreting, or if the interpreter situations encountered in telephone interpreting work.
holds an advanced degree. However, even interpreters with
extensive experience and degrees in interpreting will For example, there may be non-duplex speakerphones that
benefit from training in the unique specifics of telephone cut words off, requiring the interpreter to either verify or
interpreting. request clarification. There are sometimes providers and
patients who are not able to speak loud enough for the
“Even interpreters with extensive interpreter to hear, requiring that the interpreter assertively
yet politely employ techniques to manage the situation and
experience and degrees in maintain a high quality of communication.
interpreting require training in the Lastly, telephone interpreters must be highly adept at note-
unique specifics of telephone taking. Given that the consecutive mode is used, and
because lengths of utterances can be extremely long with
interpreting.” telephone interpreting, the majority of telephone
interpreters rely heavily on notes to support memory and
Certain qualifications, such as education, training and ensure accuracy and completeness. Medical interpreters
professional work experience, are important for all who are accustomed to working in on-site settings may not
interpreters. It is also commonly seen as a positive sign have experience in note-taking, so this may be a new skill
when an interpreter is a member of professional that they will need to work to develop in preparation for
associations for the field. telephone interpreting work.

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Should I work as a telephone interpreter from  policies, client bases and areas of specialization. These

home or in a call center/office environment?  factors may influence one’s decision to work with a
provider.

Working from home often conjures fantasy-like images for Telephone interpreting is not only meaningful work, but
individuals who have not experienced it. However, can be a good source of extra income, especially for
working from home as a telephone interpreter often individuals who interpret for less commonly requested
requires many strict limitations. For example, most languages. While there are some companies that specialize
providers have policies regarding noise-free backgrounds in medical interpreting, other companies provide services
to ensure quality. This means that the work environment in an array of industries, which can be a good opportunity
must be entirely clear of any background noise throughout to diversify one’s knowledge of terminology and
the work shift. Common sources of noise, such as other familiarity with other fields.
family members, especially children, are not tolerated, as
they could impact communication. Family pets must be It is advisable to do some basic research on the
controlled to prevent any interruptions to communication. organization to which you are applying, and to ask other
colleagues for feedback about their experiences with the
Noise from radios, televisions and other home appliances organization, prior to accepting work.
must be eliminated completely. In addition, measures must
be taken to prevent visitors from arriving at the home, or What can I expect of a telephone interpreting 
even ringing the doorbell, during the work shift. For this
reason, many employers request telephone interpreters to
organization? 
secure a dedicated work space within the home.
All employers of telephone interpreters should take
Call center or office environments can present similar reasonable measures to provide detailed guidelines to
challenges regarding quality control. Noise from other interpreters to ensure the highest quality, while providing a
interpreters can be a distraction, and depending on the comfortable and effective work environment for its
distance between individuals, could impact the quality of interpreting professionals. Specifically, employers should
communication. Some interpreters may have difficulty consider providing the following:
concentrating in such an environment, affecting
performance. Frequent breaks

Where can I find work as a telephone  Typically, telephone interpreters, like other workers,

interpreter?  require a minimum break of 15 minutes for every 4 hours
of work, and if a full (8-hour) shift is worked, a lunch
break ranging from 30 to 60 minutes. In addition,
Sometimes, telephone interpreting employment telephone interpreting providers should do their best to
opportunities are advertised on web-based job boards for staff enough interpreters to maintain an occupancy rate for
the interpreting and translation industry. With commercial interpreters that enables them short breaks between calls,
providers, it may prove helpful to conduct a web search to in order to combat the physical fatigue of speaking
locate telephone interpreting companies and apply with consistently at high speeds for long periods of time.
them directly. Searches can be performed using any of the
common terms used to refer this service, such as, Telephone interpreting, without proper rest time, can cause
“telephone interpreting”, “over-the-phone interpreting significant physical and mental fatigue. Interpreters need a
(OPI)”, “telephonic interpreting”, or “phone interpreting”. brief rest between calls, especially after calls 20 minutes or
longer. Ensuring that interpreters have enough “down
In addition, it may be helpful to search job boards, time” protects not only the interpreter’s health, but ensures
discussion forums and other web resources for descriptions that the interpreter is able to avoid the detrimental effects
of other interpreters’ experiences working with specific that fatigue can have on the quality of interpretation.
providers. Each provider has different arrangements,
 

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Equipment
Depending on the environment and company, the For example, telephone interpreters do not usually perform
employer may provide the interpreter with a high-quality any advocacy-related tasks on behalf of the patient.
headset and/or other telephone equipment. In some cases However, the employer organization may have a customer
where interpreters work from home, the organizations service and feedback process in place, by which the
reimburse the interpreters for the monthly fee associated interpreter may register a complaint or provide feedback in
with the phone line, provided that this line is used the case that a patient is mistreated.
exclusively for telephone interpreting. If working in call
centers, providers may provide interpreters with work What compensation arrangements exist for 
stations that are similar to the soundproofed booths used telephone interpreting? 
for conference interpreting.

Reference materials There are several arrangements that exist. One possibility
is for the provider to hire the interpreter as a full-time
Some employers provide interpreters with monolingual employee who will work a fixed schedule of up to forty
and bilingual glossaries of commonly used terms, hours per week. Another possibility is that the interpreter
descriptions of situations the interpreter is likely to may work as a contractor for the company, usually with a
encounter and other materials, such as diagrams, flexible schedule.
dictionaries, training manuals, videos, CDs and other study
aids. Professional associations often offer resources on As a contractor, the interpreter may be paid an hourly
their website to reference materials. Ultimately it is the wage or a per-minute rate. If the interpreter receives an
professional’s responsibility to be equipped with all the hourly wage, he or she will be paid this rate for each hour
resources required to perform adequately. in which he or she is logged into the system and available
to receive calls. In these cases, even if the interpreter does
Training not interpret a single call, he or she will be paid for his
time. This situation frequently applies to languages that are
The premise that a telephone interpreter can handle every less commonly requested, because the organization may be
setting equally well is unsustainable unless provided with required to staff interpreters for a language to ensure
constant training, supported by testing and service coverage, even if the number of requests for the language
observation. Many companies offer a “tiered” system in is infrequent.
which telephone interpreters are exposed to one industry
setting at a time, in order to prevent them from feeling Persons who interpret in less commonly requested
overwhelmed by the plethora of settings and terminology languages may be in high demand at certain companies,
required. and may be able to secure a higher hourly wage as full-
time or part-time employees. If they chose to work from
In addition, organizations that have a strong commitment home on a per-minute contract basis, the higher per-minute
to quality may go so far as to develop client-specific pay rate will not offset the lower call volume. They may
glossaries and materials for interpreters, in order to support wish to ask for either an hourly pay arrangement or a
them each time a new client is added. When properly retainer fee if they want to be paid appropriately for their
trained and supported by the employer, telephone skills.
interpreters are able to adeptly handle calls from many
industries. This requires a significant investment of both When an interpreter works a fixed and ongoing schedule,
time and monetary resources on behalf of the employer. depending on the nature of the arrangement, employment
law may require that payroll taxes be paid by the
The hiring organization should also give detailed employer. The rules and regulations regarding contractors
instructions related to the expectations and standards of and employees are often very different, and every
practice for interpreters. These may be different than for organization’s business practices may vary. Also, these
on-site interpreting. practices are guided by employment law, which may vary

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widely from one location (country, state or province) to such as sharing bad news or end-of-life scenarios, it is
another. usually preferable to work with an interpreter who can be
Employers have different requirements for recruiting, present at the scene. This is not always possible, however,
screening and training, as well as quality assurance. These especially for less commonly requested languages.
practices may also vary depending on the type of
employment relationship.
“Patients who speak less commonly
requested languages and those who
would not otherwise have a
qualified interpreter available often
welcome interpreting as an
equalizer of language access
for all.”
However, there are patients who actually prefer remote
telephone interpreting, according to a study done at
Cambridge Health Alliance that compared on-site,
telephonic and video interpretation. When asked why they
preferred telephone interpreting, many patients referred to
If the interpreter receives a per-minute rate of pay, the the increased privacy of not having a third person in the
interpreter is usually paid only for the actual minutes of room when being examined. They also stated that they did
interpretation. In this case, it may be advisable for the not want to see a community member they knew who
interpreter to inquire about what the typical rates of worked as an interpreter in their community hospital.
utilization or levels of occupancy are, in order to determine
whether or not the position will provide sufficient Patients who speak less commonly requested languages
compensation for hourly work. and those who would not otherwise have a qualified
interpreter available often welcome telephone interpreting
Many interpreters perform telephone interpreting as a as an equalizer of language access for all. There are also
supplement to other work. However, many also work full patients, however, that prefer to have an interpreter on site
time as telephone interpreters. The type of compensation that can serve as an advocate and intercultural mediator
and employment arrangement that is most beneficial will outside encounters as well as a medical interpreter during
depend on the interpreter and the employer in question. their encounters with providers.
The IMIA salary surveys include information about
compensation for telephone interpreters in the U.S. Patients will often travel great distances to obtain what
they perceive as more personalized service, and this is
sometimes a preference rooted in culture. These patients
What do patients think about telephone 
want to develop a relationship with their interpreters much
interpreting?  like they wish to do this with their providers. When a
patient has the same interpreter for several providers or
Patients are becoming more familiar with the idea of using appointments, the interpreter becomes a key resource and a
telephone interpreting as a way of communicating with familiar face in a complex medical system in which
providers. This modality is not perfect for every patients can easily feel lost.
conceivable setting. For patients who are hard of hearing
or dealing with mental health issues, telephone interpreting Similarly, when services are provided via telephone, in the
may be inadequate. Also, for certain very difficult settings, cases of case management largely done via telephone, for
 

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example, the same telephone interpreter can be requested, more likely to bond directly with the provider and vice
so that the patient receives a call from the same “team” versa.
(social worker or nurse and interpreter, for example) on
every occasion. Providers who prefer telephone interpreting over on-site
interpreting often use it at all times and tend to place more
Even in settings for which the patient and provider are in value on having an objective, accurate interpreter easily
the same location, when telephone interpreting is used, the accessible over the phone rather than waiting for long
patient may be comforted by knowing that there is a periods for an in-person interpreter. These providers tend
consistent voice on the other end of the line to assist with to prefer telephonic interpretation, relying on face-to-face
language barriers. This is not always possible, since the interpretation as their “back-up plan”.
interpreter in question may be assisting another customer.
There are also providers who employ a mixture of both
What do providers think about telephonic  telephone interpreting and on-site interpreting, depending
interpretation?   on the language, availability and in some cases, the patient
in question. Providers who strongly favor one modality
over another may have either extremely positive or
Just as with patients, provider preferences vary. Some extremely negative things to say about their experiences
providers who have been accustomed to working with on- with telephone interpreters.
site interpreters have a difficult time getting used to the
telephonic modality. Much like their patients, providers Also, the views of providers are shaped significantly by
often rely on the cultural feedback and team-based their experiences. If a provider has significant obstacles in
relationships they have developed with on-site interpreters getting on-site interpreters in a timely manner, for
they come to know well. example, he or she may become reluctant to use on-site
interpreters in the future. Likewise, if a provider
They also sometimes feel that they are being assisted more experiences a long wait time for a telephone interpreter, or
with an on-site interpreter than with an interpreter over the if a non-duplex speakerphone causes the telephone
phone. They are sometimes willing to wait for long periods interpreter to request clarification excessively, this may be
to be able to have what they perceive to be a more frustrating to the provider and make him/her less likely to
personable triadic interaction. These providers tend to use telephone interpreting in the future.
prefer on-site interpreters, relying on telephonic
interpretation as their “back-up plan”. In what settings is telephone interpreting 
Other health care providers, especially in areas where in- preferable to on­site interpreting, and vice 
person interpreters were not historically easy to access, versa? 
were given the telephonic option first and foremost. These
providers quickly became accustomed to having rapid There are many situations for which telephone interpreting
access to an interpreter at all times. These providers is the most appropriate modality. For example, when a
frequently prefer the unobtrusiveness of not having a third provider has to call his/her patient, telephone interpreting
person in the room, and of a perceived sense of greater is really the best option. When a triage nurse has to
control over the communication with their patients. ascertain the patient’s condition quickly, telephone
interpreting might be the quickest option, and therefore,
Providers who favor telephone interpreting often feel that the best option to ensure the safety of the patient. Front
they are able to develop a therapeutic rapport with the desk queries, registration processes, and other
patient that is not triadic in nature, but seems more communications of this nature that do not involve a
dualistic as the interpreter is truly invisible (not physically provider frequently lend themselves to telephone
present). The voice of the interpreter will normally change interpreting.
at every encounter unless the provider requests the same
interpreter each time, meaning that the patient may be

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There are also many situations that are not well-suited to topic so far can serve as an introductory textbook and/or a
telephone interpreting, such as giving bad news, long source of course readings for educational programs.
interactions, procedures that require demonstrations,
settings that prevent the patient from being close to a What other suggestions should I follow for 
telephone, and situations where visual cues may be learning more about telephone interpreting? 
especially important, such as patient education and
teaching scenarios.
Ask questions.
However, for some languages, especially in emergency
settings, telephone interpreting may be the only option Whenever interviewing with any potential employer, come
available, even for such settings that make it less than to the table armed with many questions about the
ideal. Whenever telephone interpreting is used in those telephone interpreting provider. For example: What
types of settings, the provider needs to be sure to describe training do you provide? Will I be tested, and if so, can I
the procedures and setting with as much detail as possible obtain detailed information about the test? What kind of
to help the interpreter maintain the necessary level of situations will I encounter as an interpreter with your
quality. Likewise, telephone interpreters in these settings company? Do you provide me with any equipment or
must request clarification frequently to ensure accuracy of training materials? What are the terms of payment, and can
comprehension prior to interpreting. these be guaranteed to me in writing?

Is telephone interpreting training being offered  Enroll in a class.

by educational programs for interpreters?  Increasingly, courses on telephone interpreting are
available through universities and community colleges.
Currently, telephone interpreting is not frequently included For a sampling of options, see the list of courses at the end
in the standard curriculum for educational programs, and it of this document.
is not widely incorporated into most training programs for
health care interpreters. There is a list at the end of this Make sure you have the right equipment.
guide with trainings that specifically address telephone
interpreter training. A high-quality headset is mandatory in order to provide
good telephone interpreting services. Ideally, the headset
While some telephone interpreting providers train their should have independent volume control, as well as a mute
own interpreters extensively, the majority of higher button. A corded headset is often preferable to a wireless
education programs for interpreters are not currently model, which can create interference or run out of battery
covering this important medium of interpretation. strength in the middle of a call. Some companies may
Interpreting students should learn about the intricacies of provide you with a standard headset model and require that
telephone interpreting as well as opportunities to practice you use it, while others may require that you purchase
interpreting on the phone in a classroom setting or via your own.
remote education. In hospital settings, an option that is
sometimes used is to contract a telephone interpreting
trainer to provide specialized trainings for interpreters, Be prepared to learn continually.
either via telephone or in person.
As a telephone interpreter, you are likely to encounter
There is still a significant gap between actual practice and situations that you might never come across as an in-
training/education. However, this guide may serve as a person interpreter. The sheer diversity of terminology may
useful tool to orient students and trainees, so that they can be especially challenging. In a single day, you may find
at least have basic familiarity with this modality. With yourself interpreting for a medical equipment provider, a
greater frequency, researchers are writing about telephone health insurance provider, a medical supply catalog, a
interpreting and other modalities influenced by telephone-based ordering center for medications, a poison
technology, and the one book that has been written on this
 

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control center, an emergency room, a pharmacy, a pre-

natal care appointment and a telephonic nurse advice line.

Remain involved.

Even if you take a full-time job as a telephone interpreter,

be sure to stay connected to the professional associations
for the field. Not only is this important so that you can
continue contributing your experiences and insight from
the perspective of telephone interpreting, but so that, in the
event that you ever wish to explore other work possibilities
within the interpreting field, you can avail yourself of
these resources at that time. It will also allow you to
remain abreast of the latest developments of this rapidly
evolving profession.

Conclusion 

As with all areas of interpreting, telephone interpreting in

health care can be both rewarding and challenging. This
interpreting modality may not be ideal for every
interpreter, provider, patient or setting. However, the
demand for interpreters with experience and skills in
telephone interpreting continues to grow along with the
field of interpreting in health care at large. The
technologies by which interpreting services are delivered
are also evolving.

Therefore, it is helpful for all working medical interpreters

to be familiar with the basic information outlined here, to
understand the role of telephone interpreting within the
greater context of medical interpreting, as well as to
recognize that telephone interpreting comprises a key part
of this growing profession.

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GENERAL REFERENCES ON TELEPHONE INTERPRETING FOR MEDICAL INTERPRETERS

Kelly, Nataly. Telephone Interpreting: A Comprehensive Guide to the Profession (In Press) www.telephoneinterpreting.net. This
publication includes detailed advice for prospective telephone interpreters, including a quiz to help individuals determine whether a
call center or work-at-home environment is best, and numerous scenarios that can be used to practice interpreting skills with a partner
or as self-study. This text can also be used as a course material for educational and training curricula.

Moreno, Aura and Ramsey, Lilian. “Telephonic Interpreting in Health Care: Answers to a Few Questions.” Interpreters Voice
(Fall 2006) www.ata-divisions.org/ID . This article by professional health care interpreters answers several questions posed regarding
telephone interpreting.

Kelly, Nataly. “Telephone Interpreting in Health Care Settings: Some Commonly Asked Questions.” Chronicle (June 2007)
http://www.atanet.org/chronicle/feature_article_june2007.php. This client education piece can be used to help providers learn more
about telephone interpreting.

COURSES ON TELEPHONE INTERPRETING FOR MEDICAL INTERPRETERS

Telephonic Healthcare Interpreting Concepts, offered by Summer Institute for Health Professionals, Portland Community College.
http://www.pcc.edu/business/ihp/documents/summer07.pdf

Protocol in Telephonic Interpretation, offered online and on-campus by the Southern California School of Interpretation.
http://www.interpreting.com/folder1/protocolonline.htm

Interpreting Medical Matters Over the Phone, offered online and on-campus by the Southern California School of Interpretation.
http://www.interpreting.com/schedule.pdf

Remote Interpreting, offered by London Metropolitan University. https://intranet.londonmet.ac.uk/prog-plan/postgrad-

line/modules/ln/lnp027.cfm

ACKNOWLEDGMENTS

The IMIA and the author wish to thank IMIA individual members for their participation, as well as IMIA corporate member
representatives Bruce Merley and Gene Tonry from Pacific Interpreters (USA), Lola Bendana from Multi-Languages Corporation
(Canada), as well as Danyune Geertsen and Jeanette Anders from Language Line Services (USA), for providing their input, review
and feedback to assist in the development of this publication.

ABOUT THE GUIDE

This document is in the public domain and may be produced or quoted as is in its current format under the copyright law of fair use
and with proper credit. No changes may be made to the document except by the International Medical Interpreters Association
(IMIA). Persons seeking to use this document do not have to contact IMIA.

It may be distributed freely for purposes of education and training. This guide has been prepared at the request of the International
Medical Interpreters Association. It has been approved by the IMIA Board of Directors: Izabel Arocha, Lulu Sanchez, Vonessa
Phillips Costa, Yilu Ma, Yoshie Ng, Maria Gatej, Rachel Herring, Lisa Morris, Cynthia Schenck, Fanny Tchorz, Ana Marin, and Bill
Prenzno.

Sample Citation: Kelly, Nataly. A Medical Interpreter’s Guide to Telephone Interpreting. April, 2008. International Medical
Interpreters Association.

Page | 11  ©2008 International Medical Interpreters Association.  All Rights Reserved. 
 

ABOUT THE INTERNATIONAL MEDICAL INTERPRETERS ASSOCIATION 

The International Medical Interpreters Association is committed to the advancement of professional medical interpreters as the
best practice to equitable language access to health care for linguistically diverse patients. Founded in 1986, with over 1,600 members,
most providing interpreting services in over 70 languages, the IMIA is the oldest and largest medical interpreter association in the
country. While representing medical interpreters as the experts in medical interpreting, membership to the IMIA is open to those
interested in medical interpreting and language access. We currently have a division of providers, corporate members, and trainers.
Policy makers, health care administrators, and others interested in medical interpreting are also welcome to join us as associate
members. For more information about the organization, please go to www.imiaweb.org.

ABOUT THE AUTHOR

Nataly Kelly spent more than a decade of her professional career working on various aspects of telephone interpreting with some of
the largest providers worldwide. She is the author of a book on the subject (www.telephoneinterpreting.net). She works as a Senior
Analyst with Common Sense Advisory (www.commonsenseadvisory.com), a market research firm that covers business issues related
to interpreting, translation, and other services that enable people to communicate across languages, cultures, and borders. She writes
for the firm’s public blog (www.globalwatchtower.com), and is a frequent panelist and presenter at the IMIA annual conference

Page | 12  ©2008 International Medical Interpreters Association.  All Rights Reserved.