guidelines
hold time policy in a face to face situation
forever
say one way in which we can disqualify ourselves and/or transfer the call
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
in the data collections field, if the client doesn't have the information we...
checkmark N/A at the end of the question
correct monitoring disclaimer in spanish
esta llamada puede ser monitoreada con fines de calidad o capacitacion
how often do we say the refresher statement in a telephone call
every 45 seconds
if we don't know a certain word e.g. "batata" which tool do we use
clarification
if the lep is giving us too much information, what do we do
short segments
client is requesting a different language interpreter
we click the "get assistance" button
correct medical disclaimer in english
doesn't exist (trick question)
maximum amount of minutes to say the refresher statement in a face to face situation
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/Report Call
Interpreter Connect
client gives us information for data collection, but the screen is not turning green even after several attempts
we apologize and let them know to call us back when they have the correct information
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
mark the logout/break/lunch and as soon as the call ends, the system will automatically change to that state. do not end the call yourself.
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 ILEP stand for
Individual with Limited English Proficiency
what disclaimers may we say in a 911 call
we don't say any (trick question)
what does the IC keyboard on screen do