guidelines
and
procedures
for LLS
Systems
100

hold time policy in a face to face situation

forever

100

say one way in which we can disqualify ourselves and/or transfer the call

different language, wrong gender, L5 calls

100

hold time policy in a phone visit

15 minutes

100

do we interpret proper names? e.g. "Park View Hospital"

no

100

in the data collections field, if the client doesn't have the information we...

checkmark N/A at the end of the question

200

correct monitoring disclaimer in spanish

esta llamada puede ser monitoreada con fines de calidad o capacitacion

200

how often do we say the refresher statement in a telephone call

every 45 seconds

200

if we don't know a certain word e.g. "batata" which tool do we use

clarification

200

if the lep is giving us too much information, what do we do

short segments

200

client is requesting a different language interpreter

we click the "get assistance" button

300

correct medical disclaimer in english

doesn't exist (trick question)

300

maximum amount of minutes to say the refresher statement in a face to face situation

5 minutes

300

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

300

where do we leave a SR/Report Call

Interpreter Connect

300

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

400

correct medical disclaimer in spanish

todo lo que diga sera interpretado y su informacion se mantendra estrictamente confidencial

400

what is the wording of the refresher statement

el interprete aun se encuentra con usted/se encuentra en la lĂ­nea....

400

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.

400

how long can we interpret until we can request a break?

2 hours

400
you're in a call and it's time to log out/take a break/go to lunch

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. 

500

say one kind of L5 calls

court, finance bond, 401k, life insurance

500

there's someone in the background providing answers for lep

we notify the client and interpret what the person is saying

500

what does ILEP stand for

Individual with Limited English Proficiency

500

what disclaimers may we say in a 911 call

we don't say any (trick question)

500

what does the IC keyboard on screen do

in case we have to press a number to connect to a different department or be transferred