OBJECTIVE: This article provides resources for the Language Services program offered at Help at Home.
Help at Home partners with a translation service called GLOBO to help bridge the gap between language barriers with our staff and Clients.
Refer to the information below or the attached documents to learn more!
Table of Contents:
- Using Audio Interpreting
- Working Effectively with an Interpreter
- Language Liaisons
Using Audio Interpreting
Access Telephone Interpreting from any telephone. Simply dial (844) 905-3130 and refer to the following tips:
- Allow Time for Intake - If you're asked intake questions, be patient and answer all questions to the best of your ability.
- Request Dial Out If Needed - If you need to add a third party to the call, inform your agent at the beginning of the call.
- Speak to Your Caller, Not Interpreter - Speak naturally and directly to your caller. Pause after completing a thought or phrase to give your interpreter time to interpret the message.
Working Effectively with an Interpreter
An interpreter is there to be a conduit. Understanding an interpreter's role can help your Clients or Patients have the best experience when utilizing GLOBO's interpreting services.
There are some occasions where an interpreter will need to clarify so they may interpret correctly. There are rare times when an interpreter acts as a cultural broker and in even rarer occurrences, they may advocate. But the majority of the time, an interpreter's job is limited to being a conduit from language to language.
What Can't Interpreter's Do?
The interpreter cannot probe (dig for answers,) explain, deliver any observations, express an opinion on anything that applies to the LEP or give advice to either the LEP or English speaker. Interpreters cannot change the register (i.e. turn technical speak into everyday language).
What Not To Say:
- Interpreter, do you think he's understanding the instructions?
- Interpreter, will you verify that he has the address correct?
- Interpreter, do you think the LEP is telling the truth?
Tips for Working with an Interpreter
- Speak directly to the other party, not the interpreter
- Speak in short phrases
- Speak audibly and clearly
- Speak in "living room" language - the simpler the concept, the easier it is to interpret
- Acronyms/jargon that you use every day may not be familiar to the interpreter, let alone the LEP
- Pause often
- Let the interpreter finish their rendition before you begin speaking again
- Be aware of your surroundings - remember that all of the background noise that you can filter out affects the ability of the interpreter to hear you clearly through the phone
- Remember not every culture is as direct as ours. A simple yes or no question that you ask will likely get a long answer with all of the surrounding details and background context. The reverse could also be true.
- Use a teach-back. If you are not getting the answer you want from the LEP, ask them directly to tell you what they have understood from your question/statement.
Refer to the attached Language Access Liaisons list to for additional help in your market.
Source: Diversity & Inclusion Team