INTERPRETER HANDBOOK HOUSE OF LANGUAGES

© House of Languages P.O. Box 18210

Portland, ME 04112 (207) 423-9962; (207) 590-8920

www.houseoflanguages.com December 5, 2014

Table of Contents

House of Languages Contact Information ....................................... 2  Interpreting Assignment Procedure ................................................ 3  Preparing for Assignment .............................................................. 3  Dress & Appearance ..................................................................... 4  Policy on Tardiness & No Shows ................................................... 4  Cancellation Policy ...................................................................... 5  Payment Policy ............................................................................ 5  Customer Service ......................................................................... 6  Interpreting Protocol & Policies ..................................................... 7  Code of Ethics ............................................................................. 8  Forms .......................................................................................... 9  

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House of Languages Contact Information Mailing address: 428 Fore Street, 2nd floor

P.O. Box 18210, Portland, ME 04112 Physical address: 428 Fore Street, 2nd floor, Portland, ME 04101 Business hours: Monday – Friday, 8:00 am – 5:00 pm Telephone numbers: Dolly Hersom (207) 423-9962

Julie Svoboda (207) 590-8920 Fax number: (207) 464-4519 E-mail addresses: Dolgormaa Hersom, Director: dhersom@houseoflanguages.com Julie Svoboda, Interpreter Scheduler jsvoboda@houseoflanguages.com Interpreting assignments: int@houseoflanguages.com

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Interpreting Assignment Procedure

1. House of Languages receives interpreting service requests from customers online via scheduling software eRSP, by email or telephone.

2. House of Languages determines the nature of the request and assigns the appropriately qualified and available interpreter via eRSP, or email, or telephone.

3. Upon the interpreter’s acceptance of the assignment House of Languages provides the interpreter’s name to the customer.

Time management is vital to an interpreter and keeping track of appointments is vital to your success at House of Languages. Interpreters are strongly encouraged to use electronic calendars to track their appointments.

To keep accurate and most current information concerning our interpreters, House of Languages asks for your cooperation in updating us on your changes as they occur. Please keep us up to date on your availability status, address and phone number changes, certification exams and any new added skills.

Scheduling software eRSP • Website: https://hol.ersp.biz • Login information is provided to each interpreter by House of Languages • The username and password are not case sensitive.

• Once you log in you will see a snapshot of the calendar. To look at the details, click on My

Calendar on the top left corner. Click on the assignment and then you will have an option to accept it. If you accept it you will be able to see the details.

Preparing for Assignment • Review the assignment details to make sure you know the time, location, contact person’s name,

and nature of the meeting

• Prepare a note pad, pen/pencil, dictionary (if needed), and Interpreter Service Form

• If you are unfamiliar with a location please allow ample time to find the location and parking.

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Dress & Appearance House of Languages’ interpreters are expected to project the utmost professionalism when interpreting on site. Interpreters are expected to use their best judgment and dress professionally and appropriately for the situation. Inappropriate business attire includes: • Clothing that is too tight, short or revealing • Clothing that is faded, frayed, worn or torn • Shorts, denim jeans, overalls, leggings • Non-collar casual tee shirts, undershirts, tank tops, tee shirts with logos or slogans • Sports attire including sweat shirts, sweat pants or warm up suits, spandex • Halter tops and spaghetti straps, dresses with cut out shoulders/backs • Sneakers, athletic shoes, casual or athletic sandals, or flip flops. • Flamboyant attire and gaudy jewelry that detracts from the purpose of your assignment, to

mediate interpretation between the client and the provider while remaining in the background and appearing inconspicuous

Please avoid: • Heavy fragrances in case our customers have asthma or allergic reactions • Chewing gum while on assignment • Eating during interpretation

Policy on Tardiness & No Shows House of Languages’ customers have the right to cancel the appointment if the interpreter is late. The tardiness of an interpreter creates a domino effect of frustrations for the LEP client (who has to reschedule), the service provider and the interpreter (who will not get paid). Should you become detained for any reason and suspect that you may be late you must call House of Languages right away and report the problem so that House of Languages can notify the customer. We may negotiate with the client to request that they wait for your late arrival. However, there is no guarantee that the customer will be willing to do that. If an interpreting assignment is taking longer than planned and you suspect you may be late for the next assignment you must explain the situation to the customer and go to the next assignment right away.

House of Languages adheres to the strictest policy when it comes to No Shows. The interpreters are responsible for managing their own time and promptly keeping their appointments.

Tardiness and No shows will impact your status with House of Languages, and may cause you to be put last on the calling list or not considered at all in the future.

No Shows are absolutely unacceptable!

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Cancellation Policy If you need to cancel your scheduled assignment for any reason you must notify House of Languages as soon as possible, thereby giving us a chance to make other arrangements to meet the customer’s needs in a timely manner. Interpreters who frequently cancel scheduled assignments will be put last on the calling list, or not considered at all for future jobs.

Payment Policy • For onsite interpretations between 8:00 am and 5:00 pm on weekdays interpreters are

paid at the contracted rate for requested number of hours with a one-hour minimum. For assignments longer than one hour interpreters are paid in 15 minute increments.

• For onsite interpretations on weekends, during federal holidays and between 5:00 pm

and 8:00 am on week days interpreters are paid at 1.5 times the contracted rate for requested number of hours with a one-hour minimum. For assignments longer than one hour interpreters are paid in 15 minute increments.

• For telephonic interpretations, interpreters are paid at the contracted rate in 15 minute

increments.

• If telephonic interpretation is related to interpreting assignment (for example, interpretation of a reminder call) the time spent on the phone should be added to the appointment time. The total time will be paid according to the interpreter’s hourly rate.

• For assignments cancelled on the day of the appointment interpreter will paid for the scheduled time. Interpreter will not be paid if the assignment was cancelled due to weather conditions (for example, snow). Interpreter will not be paid if the cancellation notice was given at day prior to the assignment day.

• For assignments that require significant travel interpreters are paid for travel time at half of

the contracted hourly rate, plus mileage at a standard rate Interpreters must carry Interpreter Service Forms to all assignments. It is important to fill out the form completely and legibly and get an authorized signature each time. To be reimbursed in a timely manner it is imperative the forms are turned in complete and on time. • Interpreter Service Forms must be submitted to House of Languages by fax, mail or in-

person by the 15th and the last day (30th or 31st) of each month.

• Payments are mailed by the 5th and the 20th of each month.

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Customer Service In order to establish and maintain the highest quality language services in Maine, House of Languages’ interpreters must provide exceptional service to our customers at all times. While accurate interpretation is the most important aspect of your job, professionalism and customer skills are equally important. Exceptional customer service includes the following: • Arrive to the assignment site at least 5 minutes before the scheduled time. • Turn off your cell phone or switch it to a silent, not vibrating mode before you enter the

building.

• When you arrive introduce yourself to the receptionist as follows “Hi. I am Gabriel Martinez, Spanish interpreter from House of Languages. I am here to interpret for Michelle Boston”. Informal greetings should be avoided. Unacceptable introductions are “Hey, there” or “Hi, I am here to help Michelle”.

• Speak clearly, be polite and respectful.

• Keep a professional distance and avoid unnecessary small talk and personal conversations e.g. complaining about weather, traffic, difficulties finding the address, parking, etc. If the client initiates a small talk be courteous but do not initiate it yourself. Avoid using terms of endearment.

• You must follow the client’s instructions at all times. Do not provide any instructions to the client unless it is related to something that is an obstacle to interpretation.

• When your service is no longer needed, ask the service provider to sign Interpreter Service Form and end the meeting with a courteous “Thank you. Have a nice day.” There is no need to linger.

• If the service provider would like to schedule another appointment with you please refer her

to House of Languages. You can coordinate the schedules with the service provider and/or LEP client to make the next appointment if needed but remind them to contact our office to make the request formal.

• House of Languages has to consider liability issues and therefore it strongly recommends that

you do not transport any clients, service providers or any other related parties in your vehicle.

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Interpreting Protocol & Policies 1. Introduce yourself and explain your role to both parties 2. Manage spatial configuration – situate yourself appropriately

3. Be friendly, but unobtrusive and professional. Maintain professional distance – know how to

set boundaries 4. Always interpret in the first person 5. Offer accurate and complete renditions. It is not your decision what information is or is not

significant.

6. Do not add filler words, like “OK”, “un-huh”, etc. 7. Encourage direct communication between service provider and LEP person 8. Respect each party

9. Demonstrate patience and use attentive listening 10. Make sure you understand the message, self-check for accuracy and correct mistakes 11. Manage flow of information but avoid taking over the conversation 12. Recognize when to address cultural issues and provide correct cultural brokering 13. Manage personal internal conflict 14. Remain impartial and unbiased 15. Respect patient’s privacy 16. Maintain professional integrity – adhere to the scope of the interpreter role

17. Assist on identifying further needs appropriately and as needed 18. Keep all information confidential!

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Code of Ethics Paramount to the success of the interpreter at House of Languages is the practice and implementation of the Interpreter Code of Ethics. In addition to the signed Code of Ethics, House of Languages’ interpreters must adhere to the following Standards and Codes. Failure to observe these regulations could result in no future assignments. 1. The National Council on Interpreting in Health Care’s National Standards of Practice for

Interpreters in Health Care: http://www.ncihc.org/assets/documents/NCIHC%20National%20Standards%20of%20Practice.pdf

2. The National Council on Interpreting in Health Care’s National Code of Ethics for Interpreters in Health Care: http://www.ncihc.org/assets/documents/NCIHC%20National%20Code%20of%20Ethics.pdf

3. International Medical Interpreter Association’s Code of Ethics for Medical Interpreters:

http://www.imiaweb.org/code/default.asp

4. International Medical Interpreter Association’s Medical Interpreting Standards of Practice: http://www.imiaweb.org/uploads/pages/102.pdf

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Forms

Interpreter Code of Ethics

1. I shall keep all assignment related information strictly confidential. Information gained in the course of my professional duties shall not be communicated, published or in any way divulged to any organization or person, other than the organization or person engaging my interpreting service. I shall be held responsible and understand that breach of confidentiality could result in civil or criminal penalties as set out in law.

2. I shall render the message faithfully, always conveying the content and sprit of the

speaker using language most readily understood by the person(s) whom they serve. 3. I shall not counsel, advise or interject personal options. 4. I shall accept assignments using discretion with regard to skill, setting, and the consumers

involved. 5. I shall request compensation for services in a professional and judicious manner. 6. I shall function in a manner appropriate to the situation. 7. I shall strive to further knowledge and skills through participation in workshops,

professional meetings, interaction with professional colleagues, and reading of current literature in the field.

8. I shall strive to maintain high professional standards in compliance with the Code of

Ethics. 9. I have read, understand and agree to abide by the Code of Ethics as stated above.

Interpreter By: ________________________________________ (Signature) (Date)

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Interpreter Service Form

Interpreter Information (Must be completed by Interpreter or House of Languages)

Name (first, last):

Language:

Appointment Information (Must be completed by Interpreter or House of Languages)

Organization: Department (if any):

Appointment address:

Name of the LEP person:

Appointment date:

Scheduled start time: End time:

Interpreter Service Verification (Must be completed by Service Provider)

Signature of person verifying services:

Comments: