Protocol Training

By: Michael Berrospi

- Compliance Supervisor
What are we
expect to do or
how are we
expected to
perform as
interpreters?
● Interpretation rules:
● Don’t add or omit anything to the ● Speak loud and clear.
message, nor paraphrase. ● Display professionalism.
● Don’t change or alter the meaning. ● Do not do any conversions (Ex. currency,
● Take BRIEF notes. Metric to imperial system etc.)
● Use the formal form of “You” ● If you don’t know, check with client.
when addressing someone in ● Remember the language you heard the
native language. statement in.
● Avoid strange noises (sneeze, yawning, ● Remember the gender of speaker.
pets, background noise, etc.) ● Follow the story.
● Avoid using double version of the ● Don’t engage into side conversation.
same statement. ● Take no more than 3 sec. Before interpreting.
● Keep the same level of speech. ● No mixing languages. Use either 100%
● Interpret all connectors such as: sure, the target language or 100% English.
well, you know, let’s see, I guess, etc. ● Concentrate 100%.
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★ Professional code of conduct for interpreters and
translators.

● Accuracy; thoroughly and faithfully render the source language, omitting and adding nothing,
keeping the tone and spirit of the source message.
● Cultural sensitivity; be culturally competent, sensitive, and respectful.
● Confidentiality; must not divulge any information obtained through assignments.
● Disclosure; will not publicly discuss, report, or offer opinion concerning matters in which the may
have been involved.
● Proficiency; must meet minimum proficiency standard.
● Compensation; do not accept any additional money, considerations, or favors directly from
provider and LEP clients.
● Non-discrimination; against anyone regardless anything (sex, sex orientation, gender, age, country
of origin, color of skin, education, purchase power, political and religious believes, etc.).

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● Self-evaluation; must accurately and completely represent their certifications, training and
experience.
● Impartially-conflict of interests; must disclose any real or perceived conflict of interests which
would affect objectivity.
● Professional demeanor; punctual, prepared and proper.
● Scope of practice; must not counsel, refer, give advice, express personal opinions or contact client
without supervision.
● Reporting obstacles to practice; assess your ability to interpret and disqualify yourself if needed.
● Ethical violations; immediately withdraw from any encounter that may violate the code of
professional conduct.
● Professional development; develop your skills and knowledge through training, continuing
education, and interaction with colleagues.
● Professionalism & customer service; if agreed to take on an assignment then do.
What to do and common
mistakes by the agents...
With Opening and closing session
 Common Mistakes
Opening script *Do not use the same greeting
for all clients
To the English-speaking rep:
“This is your (Language) interpreter (Name) ID (#), … *Do not forget to refresh to
verify if there is a phone
a) All calls have a standard opening: number showing
i) ...Is your client present?”
*Do not ask to “call back”
when transfer or dial are
b) If it’s a dial-out client:
needed.
i) and the phone number does not show on the portal:
...Is your client present or do you need assistance with a dial out?”
ii) and the number does show on the portal:
...Will this call require a dial out to (phone number)?” NOTES:
* There are 4 types of
c) If it’s a 911 or emergency call you use the short introduction: introductions and you have
i) ...How can I help you?” to check your portal to
differentiate which you need
to use.

*Remember to press F5 to
refresh the portal in order to
update the information on
the portal quickly upon
answering the call.
 Pre-session script Common Mistakes
*Do not omit the pre-session
without client’s explicit
Once the LEP is on the line: permission

To the client: *Remember to ALWAYS

inform client of any interaction
“I will proceed to greet your client and explain that I will be interpreting
with LEP
everything that is said, that all the information discussed will be kept
confidential, and to guarantee quality, they will need to speak in complete, but
short phrases.”

To the LEP (in native language): NOTES:

*Keep in mind the pre-ssesion
"Good morning! This is your (language) interpreter, my name is (name) I will can be omitted only at client’s
be interpreting everything that is said. All information discussed will be kept request
confidential, but in order to guarantee quality, I would like to ask you to please
speak in complete thoughts and short phrases.” *If the operator connects the
call before you inform the client
of it, just introduce yourself to
the LEP and ask for a moment to
let client know of the pre-
session and provide it to LEP
Closing statement
Common Mistakes
● To the client:
*Do not omit the closure. There
"Thank you for calling, this is your (language) interpreter (name) (ID), signing is no issue if the client is the one
off” that hangs while you try to
provide it, but at least try.

*Remember to read it verbatim

*Ask if they need anything else

before you provide the closing
statement

NOTES:
 Keep in mind omitting it is
not accepted at your own
will.
Remember that Opening, Pre-ssesion,
and Closing statements must be
VERBATIM.
Dial outs and other special cases
NOTE: There is no need to provide long introduction or pre-session to Operators. A
simple “Hello” and await instructions.
 Common Mistakes
Interpreter with Dial
outs activated *Follow the appropriate steps for the dial
outs system in case you have it activated
● In case the client (who is approved for dial outs) requests an outbound call just
verify the phone number with your opening (“This is your (Language) *Do not forget pre-session for dial outs
interpreter, (Name) ID (#), Will this call require a dial out to (phone number)?” and
*Do not try to type the code on the 3rd
then obtain the required information for dial outs before you proceed to dial. party dial out area of the portal instead of
the skype dial tab
● In case the number to dial was not added beforehand by the client (who is
approved for dial outs), verify it before you proceed with the required *Forget to verify the phone before dialing
information and dial out.
*Only one dial out can be done at a time
To the client:
-“May I have the phone number of the person you wish to call?”
Once you get it, verify
-“I would like to verify the number, is it (111) 222-3333?”

**If you have doubts with a long number, then ask to check if it is a phone from
out of the United States area, which needs to be dialed by an operator; or if there
NOTES:
*Keep in mind that numbers from
is a meeting code or extension added, since that needs to be dialed separately outside of the U.S. will need to be
after the call takes place on the skype for business pad.** dialed by an operator
 Interpreter without Common Mistakes
Dial out function *Do not tell the client your
system does not work/ you do
● In case the client requests an outbound call WITHOUT the operator on the not have tools/ they are not
line and the interpreter does not have the dial out function active. allowed to... Be careful of the
words you use to avoid blaming
To the client: the company.
“I do apologize but I can’t make outbound calls since I do not have that function
enabled, but I can transfer you to our customer service representatives and they can *Offer to wait in case the client
dial the number and connect you to the interpreter at the same time if you wish” wishes to dial themselves and
merge you into the call
Remember that you can also offer them to stay on the line if they wish to dial the
*Do not forget pre-session for
number themselves and merge the calls. This can be used when the client dial outs
doesn’t have dial outs active or doesn’t want to be transferred.

● In case the client requests an outbound call WITH the operator on the line,
request the required information for dial outs while the operator dials.
NOTES:
*Keep in mind that the
interpreter may explain that
not all agents have the dial
out function active if they
claim that they have used it
before.
 Required information for dial Common Mistakes

outs: *Do not omit or wait until after the

call has gone to voicemail or connects
to ask. Do it beforehand.

To the client: *Offer to leave a voicemail.

-"How would you like to be introduced when they answer?” (How the *Do not forget to use the information
client wants to be referred as) provided on these three questions on
the introduction once the call gets
-"Who are we calling?" (Name of the LEP) answered.
-"Would you like to leave a voice mail in case no one answers?" if so
"What is the message?" (Any message they wish to leave in the
voicemail as well as callback number)
NOTES:
*If the operator is dialing out, try to
get at least the first two questions
of the pressesion while they dial
out.
That way you can introduce the
client correctly in case the LES
answers quickly.
 911 calls Common Mistakes
You can either get a live agents (operator) that will advise as usual, prior to *Do not give full introduction with
forwarding the call or the IVR calls will give you an alert. pre-session.

● In case the alert of 4 tones followed by: “This is a 911 call, interpreter *Keep calm during the call.
please introduce yourself”, then introduce yourself directly and quickly.
*It is not necessary to request
permission from client to get
To the client: verifications with the LES.
"This is your (language) interpreter (name) (ID), how can I help you?”

● In case the operator is on the line, then he/she will introduce you. The

NOTES:
*Keep in mind that hold protocol
and interventions do not apply to
this type of calls. The interpreter
has to wait until the
representatives says it is no
longer needed. The interpreter
may interrupt the LES politely to
obtain the requested information.

interpreter must begin with the interpretation as soon as the call begins.
 Court calls Common Mistakes
There are calls where the attorney, officer, or judge requires a “certified interpreter” this
is how the interpreter must answer. *Keep calm during the call
● In case you are not qualified to interpret a certain call, you have to brief our
client and politely ask if they agree to be transferred for a new interpreter. *Do not request client to call back
To the client: to get a court certified interpreter
"I truly apologize, Sir / Ma’am / your honor , but I am not court qualified. If without letting the client know they
you agree I can transfer you over so that one of our customer service are qualified.
representatives assists you in getting a qualified interpreter on the line.”
Provide closing statement and transfer once they agree. *Remember to offer to transfer
* Send a report of the issue to the supervisor once you end the call*

● In case you are a court-qualified interpreter and the client asks:

To the client: NOTES:
"I truly apologize, Sir / Ma’am / your honor , but I am not a court-certified *Keep in mind that if the interpreter
interpreter. I have been trained to interpret legal calls / I have been qualified has court qualifications by the
by my company to do so / I have been interpreting legal scenarios for amount company the client is the only one to
of time . However , I do not hold any court certifications per se as interpreter.” decide if you are not qualified
Then let the judge or officer decide if you will suffice to serve on the call. enough.

*All interventions have to be done in

third person (“The interpreter…”)
and through the person in charge
(ex. Judge)
Remember that we do not disconnect from the line in
case of different language or not being able to dial out.
Just TRANSFER the client to an operator.
NOTE
:
* If the dial out takes a while to process do not press the
button over and over again. Just click it once and refresh
the portal pressing F5 to let it load.

*Try to transfer to agent if you are not able to process the

dial out.
dial out.
 “I apologize for the inconvenience.
I will disconnect from the line for
you to get further assistance, the
ERROR with DIAL OUT system will announce that the
interpreter has disconnected, and
and TRANSFER?
shortly after you should hear a
prompt asking to press “0” for an
In case the "dial out" and "transfer to agent"
operator and you will be connected
options are not available or are not working, the
back to our agent who will gladly
interpreter should avoid asking the client to call
assist you further”
back. Instead, politely ask the client to stay on
the line and inform that the interpreter will Once they understand provide
disconnect. After the interpreter disconnects, the closing statement and release
client will hear a recording confirming the the call. The system will do the
interpreter has disconnected and the system will
rest.
ask to press “zero” for an operator.
If the dial out was initiated by an operator and the client wants
another dial out after you leave a voicemail, you are able to do
so. If the client needs a second dial out (or more), you can
release the line (by pressing the red hang up button on the
portal) and proceeding to dial/transfer.
Interventions
NOTE:
*The main rules of interventions is to ALWAYS
use “This is your interpreter…” before your
intervention, and to inform the client of any
interaction you have with the LEP (Before the
interaction when it’s a long statement and after
if it is a short one)
 Repetitions and clarifications Common Mistakes
All interventions where you ask something from the LEP, require
permission from your client before you proceed. *Do not forget to identify
yourself as the interpreter
● In case you need to request a repetition.
From the client: *Keep transparency by
“This is your interpreter, Could you repeat that last statement, please? letting the client know what
happened.
● In case you need repetition or clarification.

From the LEP:

“This is your interpreter, may I ask you caller for a repetition, please?
NOTES:
*Keep in mind that only
To the LEP: interventions of 3-4 words
“This is your interpreter, did you mean _____________ ? / could you repeat that are allowed to take place if
last statement, please (specify what part you are missing) ” the client has not approved
yet. Longer interventions
need permission before you
**If you just wish to verify since you are not sure what you heard, the say it’s for accuracy purposes. proceed. This rule applies
Do not lie to the client saying you had background noise or that it was cutting. to all interventions

*Keep the client informed to

keep the transparency.
 Too much information or conversation / Common Mistakes
opinion is requested *Do not forget to identify yourself
as the interpreter.
Remember the interpreter has to inform the client about any interventions
with the LEP. *Keep transparency by letting the
client know what happened.
● In case they give you too much information.
*Do not ask the client to repeat the
To the client/LEP:
whole message instead of
“This is your interpreter; for accuracy purposes, I’m only able to manage
intervening when you think it is
limited amount of information, may I interpret the information given so
far?” too much information to handle.
**If it was the LEP who spoke too much, then let the client know before rendition**

● In case you are requested opinion or to engage in conversation.

To the client/LEP:
“This is your interpreter, due to company policies / the interpreter’s code
of conduct, I may not express personal opinion on this subject / engage in
personal conversation ”. NOTES:
*Keep in mind that only
**If it was LEP who requested opinion or to engage in conversation, let the client interventions with the LEP
know** have to be reported to the
client, not needed when it is
backwards.
 Common Mistakes
When they don’t understand something
*Do not intervene and paraphrase by
or are not coming clear yourself.
Remember the interpreter has to inform the client about any interventions
with the LEP. *Keep transparency by letting the
client know what happened.
● When LEP doesn’t understand:
*Don’t ask the client to repeat the
To the client: whole message over and over again
“This is your interpreter, It looks like your client doesn’t understand when it’s obvious it is not being
clearly what’s being stated, Would you like me to explain it in simpler
understood. Just offer the help.
terms or break it down for them?”
(Clarify the info. Before you do explain yourself)

● When client doesn’t understand:

To the client: NOTES:
“This is your interpreter, your client doesn’t seem to clearly express their *Verify for permission and
concern or point. May I confirm with him what he is trying to say?” comprehension of the message
before you explain yourself any
● When client / LEP was speaking but not coming clear (Cutting audio, information.
background noise, static, echo, noise, etc.)
To the client/LEP: *If the background noise persists,
“This is your interpreter, could you please repeat that? The call is you may ask for permission from
breaking up/ there is static on the line/ there is background noise, etc.” the client to request the LEP to
move to a quiet location, etc.
 Common Mistakes
When they ask not to interpret something
or speak over the interpreter *Interpret everything stated on the line.
(Rephrasing errors from the client is
Remember the interpreter has to inform the client about any interventions with allowed to avoid misunderstandings but
the LEP. don’t omit a whole statement).

● When LEP asks that you don not interpret something: *Do not remain silent and let them go on
To the client/LEP: talking without the interpreter’s
“This is your interpreter, due to the interpretation code of conduct, I will assistance
have to interpret everything stated on line”
**Let the client know what happened before you render the message in case it *Mishandle the call causing overlap and
was the LEP.** confusion by not clarifying with LEP or
client
● When client/LEP understands and talks over / ignore the interpreter:
1. If it doesn't stop - To the client:
“This is your interpreter, to preserve efficiency of the communication and
assure the accuracy and completeness of the interpretation, may I ask your
client to please allow me to interpret your statements before he/she replies?”
2. If it continues happening - To the client: NOTES:
“This is your interpreter, it seems that your client does understand your *Remember the code of conduct
statements / is fluent in English. Would you like me to confirm with your
client whether my services will be further needed?” *Be proactive with the service and
continue interpreting at all times
When the client is no longer on the
line
 Hold Protocol Common Mistakes
When the client states the time we must wait THAT amount of time. If *Holding for more or less time
no amount of time was stated we follow the standard 10 min. HOLD
*Telling the client that you can
● In case the client hasn’t returned after the hold period ends: ONLY hold for 10 minutes
To the client:
*Not following the protocol and
“This is your interpreter, Do I have (name of representative) on the line?”
just disconnecting
***Repeat if no answer after 3 sec. If there is no answer after an additional 3 seconds
then…***
To the client:
“ I would like to advise, that in order to avoid overbilling and due to a long
hold, at this moment I will have to disconnect from the line. I will now brief NOTES:
your client and proceed to disconnect” *Remember to keep track of
To the LEP: the time
“ This is your interpreter, I will have to disconnect from the line, please
continue holding and they will get you a new interpreter” *Use the mute button to
avoid weird noises on the
**Proceed with closing statement** line
 Dropped calls Common Mistakes
● In case you cannot hear the client on the call but only the LEP: *Holding for more or less time
To the LEP:
“This is your interpreter, I just want to verify if we have the representative on *Telling the client that to just
the line. One moment.” call back without giving client
To the client: opportunity to fix issue
“This is your interpreter, do we have (name rep) on the line? At this moment
we are not able to hear you.”
*Not following the protocol and
To the LEP:
“This is your interpreter, at this moment I cannot hear the representative on just disconnecting
the line, let’s give him / her a couple of minutes in case they are experiencing
audio issues”.
***If no answer after 1-2 minutes then…***
To the client:
“This is your interpreter, as there is no response, I’ll instruct your client of a NOTES:
possible disconnection and request that they call back” *Remember to keep track of
To the LEP: the time
“This is your interpreter, apparently the representative is no longer on the line
with us. I will strongly suggest that you call back and they will get you another *Use the mute button to avoid
interpreter. Sorry for the inconvenience”. weird noises on the line

**Proceed with closing statement**

When the LEP speaks a different
language
 Interpreter Different language LES

In case the LEP you have on the line speaks “This is your (language) Interpreter, I
a different language than the one you apologize for the inconvenience, but
interpret, then notify the client about the it looks like the person on the line
issue: doesn’t speak (language), but (a
different language / language of the
LEP). May I transfer you to an
● Let them know what language you speak; operator in order to get the correct
to avoid getting the wrong language language interpreter?”
again.
● Inform what language the LEP speaks Once they approve, transfer them over
in case you recognize it. after the closing statement.
● And offer to transfer in order to get the
correct language interpreter.
Let’s review Dial outs and the different
introductions
 This is what the portal shows if the
interpreter has the feature to dial out enabled
and the client has the service option enabled
as well
 Interpreter

Client
 Interpreter Client

A) In case the interpreter can dial out and a) If a phone number for the dial-out is
the client profile has dial outs activated, not visible in the portal:
the number to dial out can be entered
by the client before joining the “This is your (language) interpreter (name)
Id (#). Is your client present?”
interpreter (it shows on the third party
area from the beginning of the call) or it b) If a phone number for the dial out is
can be entered on the third party area visible in the portal:
below.
“This is your (language) interpreter (name)
Id (#). Is your client present or do you
need a dial out?”
NOTE: Remember that any code for meeting
or extension has to be dialed on the Skype
dial pad, not on the portal.
 This is what the portal shows if the
interpreter has the feature to dial out enabled
BUT the client does NOT have this service
option enabled
 Interpreter

Client
 Interpreter Client

“This is your (language) interpreter (Name)

B) In case the client’s profile does not have
dial outs active, politely advise them that Id (#). Is your client present?”
the profile does not have that function
enabled and to contact their own manager If the answer is no and they ask for a dial out
in order to request the company to get it even when their profile do not show it active:
activated. Make sure to offer to stay in
case they want to do the dial out “This is your interpreter, I apologize for the
themselves. inconvenience, but at this time our system is
showing you are not authorized to get a third
party call. I can assist you if you wish to dial
NOTE: Make sure to report to your supervisor yourself and merge the calls. How would
if a client without authorization to dial out you like to proceed?”
asks for one.
 Interpreter

Client
 Interpreter Client

C) In case the client’s profile has dial outs

enabled but the interpreter does not “This is your (language) interpreter,
(Name) Id (#). Is your client present or do
have the feature enabled, then offer the
you need assistance with dial out?”
client to transfer them to an operator in
order to get the dial out. If the client asks for a dial out in this
scenario:
NOTES: “I apologize for the inconvenience, but I do
*If the client complains that an interpreter not have that function enabled, may I
before was able to dial for him/her, just
explain that not all interpreters have the transfer you to an operator in order to get
feature enabled and offer to stay in case that dial out?”
they wish to dial themselves and merge
you in. If not, you can just ask if you can Once they approve, transfer them over after
transfer them over to get the operator’s the closing statement.
assistance.
Interpreters with dial-outs enabled should refresh the
portal using F5 to update the call info and see if there's a
dial out number whenever they answer a call.
Vocabulary

Study vocabulary at least to be aware of how the spelling is and how it

sounds. Make sure you are able to understand and convey the unusual
terminology we may get on calls. You can develop your own glossaries
to study or use as tools.

● Medical: Bowel movements, seizure, nape, groin, gallbladder,

EKG, EEG, PCP, COPD.
● Financial: Tax return, W2, exhibit, VIN, IRS, pay stubs.
● Legal: Attorney, parole, probation, prosecutor, L&I (lni), oath.

46
Handling your call

● Keep your role through the call; you may take the liberty to provide a statement that can cause you to stray away
from conduit role, just pay attention to the tone and actions you take and go back to your role once clarifications
have been made (includes interpreting what they state even if they are repetitive or if there is no relation between the
answer given and the question asked).

● Handle irate clients; avoid antagonizing any party or becoming defensive. Don’t take it personal or get frustrated.
They are not angry, upset or mad at you, they are angry at eachother.

● Mediate cultural problems; there is thin line between being a cultural broker and taking over the call. Get the
authorization to explain before you do so.

*Any issue with calls must be reported immediately to the supervisor*

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 Develop basic skills and
keeping quality
● Retention / Note taking
● Create a technique fit for you
● Use an upbeat tone of voice
● Good voice projection
● Go the extra mile to help without taking over the call. Do not
make decisions by yourself on the call.

Make sure you:

★ Have a silent environment
★ Don’t use Wi-Fi connection
★ Have good quality equipment
★ Have your tools available and working

48
Info. of the interpreter Intro

script

Summarized info of the calls to

remember

Example of note taking

for a call

Time frame to wait once in

hold 49
Homeland Language Services
January 2023.