guidelines
hold time policy in a face to face situation
forever
say one way in which we can disqualify ourselves
different language, wrong gender, L5 calls
hold time policy in a phone visit
15 minutes
do we interpret proper names? e.g. "Park View Hospital"
no
correct monitoring disclaimer in spanish
esta llamada puede ser monitoreada con fines de calidad o capacitacion
how often do we say the refresher statement
every 45 seconds
if we don't know a certain word e.g. "charamusca" which tool do we use
clarification
if the lep is giving us too much information, what do we do
short segments
correct medical disclaimer in english
doesn't exist (trick question)
maximum amount of minutes to say the refresher statement
5 minutes
if we are left alone in the line, both parties disconnect, what to we do
verify 3 times if someone is there, for 90 seconds, then disconnect and leave SR
where do we leave a SR
LINC
correct medical disclaimer in spanish
todo lo que diga sera interpretado y su informacion se mantendra estrictamente confidencial
what is the wording of the refresher statement
el interprete aun se encuentra con usted/se encuentra en la línea....
if the client asks "interpreter, is this person drunk?" what do we answer
state only observable facts. we cannot determine the state of the person.
how long can we interpret until we can request a break?
2 hours
say one kind of L5 calls
court, finance bond, 401k, life insurance
there's someone in the background providing answers for lep
we notify the client and interpret what the person is saying
what does LEP stand for
Limited English Proficiency
what disclaimers may we say in a 911 call
we don't say any (trick question)