Scripts
Pre-Session (both languages)
"Good morning/afternoon, my name is Maria and I will be your spanish interpreter 555. I will interpret everything you say and keep it confidential. How may I help you?”
Buenos días/buenas tardes, seré su intérprete de inglés, interpretaré todo lo que diga y lo mantendré confidencial. Por favor, hable en frases cortas. ¿Me permite continuar?”
Short Pre-Session
“Hello, my name is Maria and I will be your spanish interpreter 555. Please go ahead.”
Vape
Vape/Vaporizador
Cigarrillo electrónico
Electric cigarette
The English-speaker does not resume the call after the specified number of minutes.
We state : “This is the interpreter speaking: is there an English-speaker on the line?” (Do this 3 consecutive times).
If you do not receive a response:
1. Ask your leadership team if its appropiate for you to disconnect.
2. State the Post-Session and disconnect the call within 2 seconds.
3. Submit the Problem Call Report (PCR)/ CIT and indicate at what time you disconnected the call.
Post-Session
“Do you require further interpretation?”
“Thank you for using our service. Interpreter 555 disconnecting.”
Language Instruction Response
Since Language instruction is not part of the interpreter’s role.
1. To the English-speaker: “Because it can be tricky to communicate effectively in any language and due to my role as an interpreter, the interpreter can only provide language interpretation services.”
2. If the English-speaker insists: “Please feel free to call our service at any time for interpretation services. For written translation services, I'd be glad to connect you to a Client Services
Chips
Frituras
Nursery
Vivero, Guarderia, Cunero
The Provider has an unclear accent
“[Ma’am, Sir, Title] the interpreter is having difficulty hearing your statement, please repeat slowly. “
2. When not understanding the English-speaker a second time: “[Ma’am, Sir, Title] the interpreter is still having difficulty hearing your statement, please repeat your statement slowly one more time.”
Inbound Calling (both languages)
“Good morning/afternoon. This is an inbound call initiated by a spanish-speaking person. My name is Maria and I will be your spanish interpreter 555. I will interpret everything you say and keep it confidential.”
"Buenos días/tardes, seré su interprete de ingles, interpretare todo lo que diga y lo mantendré confidencial. Por favor hable en frases cortas. ¿En qué le podemos ayudar?"
If you need a Repetition/Clarification/Verification from the provider
a. To the English-speaker: “[Ma’am, Sir, Title] the interpreter requires repetition."
b. To the LEPP: "Un momento, por favor."
c. To the English-speaker: “Could you please repeat/did you say/what do you mean by.. etc [be as specific as possible when asking]."
Electrolyte solution/oral rehydration solution
Backed up
Estreñimiento
Your location is requested
“I am unable to disclose my location for security reasons, however all our interpreters are qualified to assist you with your language service needs. We can continue your interpretation now, if you are ready.”
Hold Time Notification: During a call, if the English-speaker asks you to wait on hold or gives ANY indication they will step away from the phone, you say...
“I will hold. How long would you like for me to hold?”
If the English-speaker specifies a maximum number of minutes: 1. State the following:
“Thank you. I will hold on the line for [# of] minutes.”
If you need to repeat/clarify/verify a statement to the English-speaker
a. To the English-speaker: “[Ma’am, Sir, Title]the interpreter will repeat.”
b. To the LEPP : “Un momento, por favor.”
c. Repeat statement to the English-speaker.
Hyphenated last name
Apellidos con guion/ apellido compuesto
Flush IV
Tirar/vaciar/limpiar la intravenosa
You need a Dictionary Check
1. To the English-speaker: “[Ma’am, Sir, Title] the interpreter needs a moment to look up a word.”
2. To the LEPP [in your other working language]: "Un momento, por favor"
Hold Time Notification: If the English-speaker does not specify a maximum number of minutes or places you on hold without prior notification, you say...
“Thank you. I will hold on the line.”
Check-in every 20 minutes (if you can hear the client in the background, might be good idea to check in sooner, in case they forgot the interpreter was there).
9 steps Additional Person Anytime (APA) Feature
1. “[Sir, Ma’am, Title], What is the additional person’s name?” [Obtain answer]
2. “What is the additional person’s phone number, beginning with the area code?” [Obtain answer]
3. “If there is an answering machine, would you like to leave a message?” [Obtain answer, if yes] “What would you like the message to be?”
4. "Once the additional person is on the line, who should I say is calling?"
5. “Once the additional person is on the line, may I introduce myself?"
6. “Please stand by while the interpreter dials the additional person’s contact number.” [Press “*8” and follow prompts to enter the additional person’s information]
7. “[Sir, Ma’am, Title], the interpreter will now connect you.” [Press “*1” to complete the connection] To the LEPP:
8. [In your other working language]: "Buenos Dias/Tardes, estoy hablando con [additional person's name]?" [Obtain answer]
9. Once you have the appropriate LEPP on the line, state your Pre-Session to the LEPP and introduce the English-speaker.
Electric Power Steering (EPS) Gearbox
Dirección asistida eléctrica (EPS) Caja de cambios
CRPE (ESPAÑOL)
Colangiopancreatografía retrógrada endoscópica
If the English-speaker is not on the line upon accepting the call.
1. State: "This is the interpreter speaking: is there an English-speaker on the line?"
2. If you do not receive a response from the English-speaker, wait 2 minutes. If it is a VRI Telehealth call, wait 5 minutes.
3. If there is an LEPP on the line:
a. State the Pre-Session to the LEPP.
b. In your target language, state: "Un momento, por favor. Debemos esperar a que una persona de habla inglesa se una a la llamada".
4. After 2 minutes have passed, state: “This is the interpreter speaking: is there an English-speaker on the line?” (Do this 3 consecutive times). If it is a VRI Telehealth call, interpreters are expected to wait 5 minutes.
5. If you do not receive a response from the English-speaker, state the following to the LEPP in your target language: "El tiempo de espera del intérprete ha llegado a su final. Gracias y que tenga un buen día".
6. State the Post-Session and disconnect the call within 2 seconds.
7. Fill out a Problem Call Report.