• Be accurate at interpreting
• Know your vocabulary terms
• Strictly follow interpreter protocol

Professional Excellence

• Arrive early to assignments
• Act and dress professionally
• Report incidents, assignment times and mileage no more than 48 hours after the assignment.

Customer Care Excellence

• Smile
• Be courteous and polite
• Remember, the customer is always right

Notification of Availability

• Please notify The Language Group of your availability (For example, if you will be out of town for an extended period of time, let us know)Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.

NOTICE

 

1. The Customer is ALWAYS RIGHT

2. If in doubt – Read # 1

If you run into any problems with our clients or at our client’s facility, please contact our office immediately!  Do not, under ANY circumstances, express your confusion or grievances to our clients.  Allow us to deal with our clients, and we will be glad to assist you in any way we can.

Remember we are here to help you so that all you have to worry about is interpreting. We will handle all administrative issues

Interpreters -spoken Communication

Translators – written documentation

Interpreters are NOT Translators.

PLEASE KNOW THE DIFFERENCE. In the language world, these are two completely different things.

Your job as an interpreter is to render spoken communication only.

Of course, sight translation is acceptable. (i.e., there is a document written in English, you are allowed to read the document and verbally translate that document into whatever Language the LEP/deaf individual needs. You may NOT however, write the information for the LEP.)

Any written work given to you by a client should be given to our office to be translated by qualified translators. We have a department just for that purpose.

Please do not give any written translations to our clients.

Remember:

The basic purpose of the interpreter is to facilitate understanding in communication between people who are speaking different languages.

Conduit:

This is the most basic of the roles and involves rendering in one language literally what has been said in the other: no additions, no omissions, no editing or polishing. This is the “default” role of the interpreter, which the interpreter adopts unless he or she perceives a clear potential for misunderstanding.

Clarifier:

 In this role, the interpreter adjusts register, explains or makes word pictures of terms that have no linguistic equivalent (or whose linguistic equivalent will not be understood by the patient) and checks for understanding. The interpreter takes this role when he or she believes it is necessary to facilitate understanding. An example of this would be English Idioms. If the client says “Are you feeling under the weather?” , you would not literally interpret that they are under weather. You would say the phrase and then explain what that phrase MEANS. You would say “Are you feeling ill, sick?” Anything that is said in English that may have another meaning in the target language can and should be explained so that the LEP understands. This is considered being a cultural “bridge”.

To summarize, the interpreter can be seen as a bridge over a wide gap. This gap represents the differences between the two monolinguals; the interpreter builds a bridge to allow those two monolinguals to cross over or to meet in the middle. Some interpreters see themselves more as the hole in the well of the language barrier: the hole that allows monolinguals to converse as if the barrier were not there. Like a bridge, the interpreter can be present in an unobtrusive way, not coming between two people, but supporting them in bridging the gap between them.

1. Give rides to non-English/deaf person
2. Feed non-English/deaf person and/or children
3. Push a wheelchair for non-English/deaf person
4. Counsel (give advice to) non-English/deaf person
5. Give personal or business phone numbers to non-English/Deaf Individuals

Remember…

 Interpreters are linguists. Interpreters are not drivers, nursing personnel, counselors, or sales persons. Liability issues are at stake in these circumstances. The Language Group can protect you only while you perform the services for which we have been obtained.

• Dress professionally
• The interpreter should be totally unobtrusive and draw no attention to him/herself.
• Interpreters are paid professional fees and should reflect professionalism in their dress.
  Remember, when going on assignments you are representing The Language Group
• NO sandals/flip flops or sneakers. NO T-shirts, shorts. NO blue jeans. NO scrubs
• If you are interpreting in a MEDICAL facility you MUST have closed toe shoes!

LADIES

• Wear clothing that is in good
• Be careful with tight, revealing or suggestive
• Dresses, pant suits, knee length skirts, non-transparent blouses, etc. are considered professional.

GENTLEMEN

• If you have long hair, tie it in the back; earrings are not
• Wear a tie, when possible
• Business casual is acceptable (i.e., khakis, dress slacks, collared shirt).

Our clients have asked us NOT to give our private numbers to anyone! This includes the LEP/Deaf individuals, nurses, Dr’s, case workers etc. We could lose our contract with some clients if any interpreter disregards this!!

Please remember that we work for the company or public institution. We do not work for the LEP/Deaf person.

As you know, caseworkers and doctors WOULD NOT give out their personal phone numbers. We as professionals have been asked NOT to do it either.

Also, because of The Language Group’s Terms and Conditions, if they request a phone number, please give them the office number.

TLG Local number: 757-431-9004 TLG toll free number: 1-800-654-7481

If you are on a Sentara Property:

1-844-DIAL-LAN

1-844-342-5526

In the case there is a threat or damage to person or property; interpreters are instructed to follow a basic suit of incident reporting and management. The following steps summarize the high level processes by which interpreters handle emergency situations:

• Address incident immediately (i.e. in the case of bodily injury, seek professional help immediately.)
• Contact site supervisor/authorized personnel for assistance
• Contact The Language Group to inform staff of issue/problem
• Submit statement detailing nature of situation and action taken by all parties involved

Depending on the seriousness of the matter, other parties such as law enforcement and witnesses may be solicited for information and included in the reporting /recordkeeping of an emergency situation. Please attend to your own personal safety first and foremost. IF the situation allows, please try to communicate with your LEP/Deaf individual. They will be unable to understand instructions from emergency personnel without your assistance.

Remember they will be frightened and confused.

Interpreter Portal on a Computer Browser:

Interpreter Portal Interpreter Portal web address:

http://thelanguagegroup.com/interpreter-portal-login/

1. Accessing the Interpreter Portal for the first
   1. First, you will receive an email from us titled: “Access to Interpreter Portal”
      1. This will give you login instructions to access our system and to access your interpreting
      2. Upon logging on for the first time, you will be prompted to change your password. Once you do, you will receive an email confirming your new password
2.  Receiving interpreting assignments
   1. Now that you are an approved interpreter, you are free to receive interpreting requests. You will receive interpreting requests in two forms:
      1. Email
      2. Text
   2. If you receive the request for an assignment, all you have to do is click on the “Accept” link to accept the job, or the “Decline” link to decline the job.
   3. If you are receiving the request via text, please respond with the job number and Y to accept, and the job number and N for declining the job.
   4. Please be aware…if we get a request that is less than 24 hour notice, we will send this out to multiple interpreters so that we are able to fill the last minute request. Otherwise, we typically will allow you several hours to accept or decline before sending the request out to other intepreters.
   5. If you choose “accept”, we will be notified that you have accepted the job. You will receive a message back that says “thank you for accepting this assignment”. This is the computers way of acknowledging your desire to accept this assignment. However, since you are 1 of several interpreters that may have received the same request, you have to wait to see if you have been “ASSIGNED” the job.
   6. If you have been chosen for this job, you will receive an email only stating that you have been “ASSIGNED” this job. (The computer will automatically assign the first person that accepts the job).
   7. Please be sure to “decline” if you do not want the job and do so as soon as possible. This information is very important in helping us staff appointments. If you do not respond, we have no way of knowing if you have seen the assignment and are just unavailable or if you have not even seen the request yet.
3. Job Instructions
   1. Many assignments have specific details. Please login immediately to the computer or APP after accepting a job to see the specific details.
   2. IF you are using the APP, the job details will be on the APP under the specific assignment. You will get the signature on your device. If you do not use the APP, make sure to print out a time sheet and bring it with you. You print out a time sheet by clicking on “Generate a Timesheet”. Then print it. This is very important. This will have all of the job details. You are required to get a signature from the client verifying the start and stop time of the assignment. There is a place on the timesheet for signature.

1. You must be at least 15 minutes early to each assignment.
   Often, it takes at least 10 minutes to wade through reception to find the requesting party that will be using the interpreting service. You need to be with that person by the time the appointment begins. If the appointment is 9AM, it is NOT ok to appear at 9AM. You must be there by 8:45AM (at the latest). It might not be until 9AM that you actually meet with the person that needs the service. The goal is to start interpreting at the appointment time. In this example, you should start interpreting at 9AM. Not 9:15AM.
2. If you anticipate that you may be late, please call our office so we can inform the We would rather call them and let them know your status. If they have to call us asking for their interpreter, it reflects poorly on the company and you as the interpreter.

When you show up for an assignment, report yourself to the front desk/registration so that the client is aware of your presence.

If the LEP/deaf person has not arrived, wait in a waiting area but continue reporting yourself to the person in charge every 10 to 15 minutes.

Our wait time for the LEP/deaf person is 30 minutes. If they have not arrived after 30 minutes, ask to have your time sheet signed and then you may leave. MAKE SURE TO ASK THE APPOINTMENT TIME BEFORE LEAVING. There are times they request the person to arrive earlier than appointment time. You should be waiting 30 minutes past the APPOINTMENT TIME, NOT THE TIME YOU WERE ASKED TO ARRIVE! (The client may decide to release you earlier but you must get permission from the client before you leave.)

 You may not leave until the PROPERLY AUTHORIZED person releases you from the assignment.

Make sure the person that releases you has the authority to release you! This would be a case worker, nurse, DR. etc. NOT someone in security or registration. This person will sign your timesheet or APP. If you are unsure if you should leave, CALL OUR OFFICE!

If you have any questions, please don’t hesitate to call. Anytime, day or night. Someone is always on call! It is better to call and ask than show up to the appointment without all of the correct information!

Often the client is not completely familiar with their company requirements with regards to staffing an interpreter for follow up appointments. If our client wants an interpreter for a follow up appointment, they may not be aware of the need to call the office in order to request one. They may think that simply asking you is enough. Please kindly ask the client to call in the request. Every request has to be documented through the office. Many of our interpreters text or email the follow up requests immediately following their assignment. You can also write them in the notes section of your timesheet or APP. Feel free to let us know if you have availability for that assignment as well.

To guarantee payment from the clients, we need proper channeling of all assignments.

Again, if the client wants you to return immediately on the same day or in the future, ask him/her to call the office. Every time you have an assignment, you must be sent by TLG. Otherwise, we will have problems verifying your time worked, and other discrepancies will arise.

1. Recording your times
   1. There are SEVERAL ways (listed below) for you to report your times and mileage (if compensated for this).
   2. We need the EXACT start and stop time of the assignment, not the time it is scheduled to end!
   3. Note: The start time is usually the appointment time.(NOT THE TIME YOU ARRIVE). If the LEP arrives early and is called back early, you can start the time when you begin.
   4. If the LEP is a “no-show”. Please send a quick text, email or call and let The Language Group know.
2. Interpreter Portal on your computer
   NOTE: Please make sure that you turn off the “pop-up” blocker on your browser’s settings. You want to allow pop-ups. Otherwise this portal will not function properly.
   1. Then click on the tab “Record Time”
   2. On the bottom right, please click on “Add Task”
      1. If you did a Spanish assignment, choose “Spanish Interpretation”
      2. If you worked with any other foreign language other than Spanish, please choose “non-Spanish Interpretation”
      3. If you interpreted ASL, please choose “ASL Interpretation”
   3. Then enter your start time and finish time. Please enter the actual Finish time. If the appointment was less than 2 hours, you will still be paid for your 2 hours minimum.
   4. If you are being compensated for mileage, please click on “Add Task” again and choose “mileage”, and then enter the number of miles round trip.
   5. Then click save…. And you will be done.
3. Email
   1. You can send your times and mileage to the email address: info@thelanguagegroup.com
      REMEMBER YOU CANNOT EMAIL OR TEXT PATIENT NAMES!!! THIS IS A HIPPA COMPLIANCE ISSUE! USE JOB NUMBER ONLY.
4. Text
   1. You can text your times and mileage to Kelley’s work cell: Kelley 757-641-3460
      REMEMBER YOU CANNOT EMAIL OR TEXT PATIENT NAMES!!! THIS IS A HIPPA COMPLIANCE ISSUE! USE JOB NUMBER ONLY.
5. LSPware Atrium Mobile APP
   1. If using the APP, follow the instructions on the following page for all the details on how to enter the assignment times and mileage

The Language Group’s Mobile App

1. Download the ‘LSP Ware Atrium’ mobile app from iTunes or Android Market. There is no cost for the app.
          
2. Login using your username and password.
   Please note: this is the same username and password as the Portal.
3. Now you will see the jobs that you have been assigned. Simply tap on the job that you are working on…
   
   By clicking on the job, you will open the job with all the details…
   
4.  When the job is done, click on “Add Tasks”
   1. Choose the proper task from the drop down menu.
   2. Then click on the start or end time to modify down to the minute
   3. Then click on “Time Entry” if you are done.

      OR

   4.  If you want someone to sign, click on “Sign Off” and have someone sign your phone.
   5.  Make any additional notes about your assignment in the “Notes” field.
      You are done after that
      
5. You will need the signature of the authorized person who is verifying your time. Where is says: “Name” please type the name of the person signing.
   1. Then have them sign in the space below with their finger. Then click the check at the bottom right area of the screen.
      

That’s it! Easy, fast and no paperwork! You do not have to email, text, or call in your hours ever again. Simply use this app, and all will work just fine.

If for some reason the APP does not work you can follow any of the previously discussed ways to let us know of your time.

Please feel free to call us with any questions.

Your assignment is not complete until we have your actuals. Without your times and mileage, we do not know how much to pay you! If you do not report mileage, we will not go back and add that to assignments that have been closed out.

• The sole purpose of the interpreter is to enable our client to communicate with the LEP/deaf person.
•  The interpreter is bound by a code of ethics, which requires that he/she be impartial, objective and unbiased.
•  The code of ethics requires that the interpreter interpret everything that is said by anyone during the assignment so that communication will occur as if there were no interpreter. Even conversations not directly related to the interview. Do not leave anything out.
• When interpreting you are to use first person verbiage (I, me, my, mine). You will not use third person verbiage (he, she, her, his, they). You are speaking as if you have taken on their persona. This applies from source to target language AND target to source language.
• You must interpret exactly what each speaker says in the same manner he/she says it. Do not add or change anything.
• Do not interject your own feelings or opinions and avoid facial expressions such as frowns and smiles, which may reveal your feelings or opinions.
• If you cannot understand or convey the meaning of a word or phrase accurately, get clarification. DO NOT guess.
• Do not respond even when you know the answer to a question. Do not become personally involved in the conversation. You are there to facilitate communication only.
• You may want to get involved in the interview. Remember the conversation is between the client and the LEP/Deaf person. You may want to help, provide additional information, or express your opinions. However, while you are interpreting, you must not get involved and must not say anything; ONLY INTERPRET!

PROBLEMS WHILE INTERPRETING

• Suspected lying (adding, removing, or changing information spoken by one party or the other). Even if you know the LEP/client is lying, you still have to interpret what they are saying. You are not there to be a moral compass.
• It is tempting to solicit the interpreter’s point of view when the interviewer suspects a LEP/deaf person of lying. However, interviewers should not ask an interpreter’s opinion about a LEP/deaf person’s truthfulness or comprehension. Even if asked by the client to give your opinion, do not give it! Explain that your code of ethics does not allow you to get involved.

I affirm to discharge faithfully the following duties and obligations of my profession and adhere to the protocols below:

1. I will interpret accurately and faithfully to the best of my I will convey the true meaning of the words, phrases, and statements of the speaker, and I will pay special attention to variations of the target language due to educational, cultural and regional differences.
2. I will never interject my own words, phrases, or
3. I will familiarize myself with the case as much as possible prior to an assignment. I will inquire whether the language in the case will involve terminology of a technical nature or a particular vernacular that would require special
4. I will speak in a clear, firm, and well-modulated voice, and when using inflections, I will be particularly careful not to allow them to be interpreted as partiality. I will employ the techniques of interpretation best suited to the situation at hand or according to the needs or wishes of those utilizing my
5. I will maintain an impartial attitude during the course of interpreting and will guard any confidential information entrusted to me. I will not discuss the case under any circumstances, with anyone, particularly not with those for whom I
6. I will adopt a conservative manner of dress and conduct in upholding the dignity of my profession, particularly when attention is upon
7. I will strive constantly to improve my knowledge of terminology in English and in the language I
8. I will be personally responsible for having the proper dictionaries and other linguistic reference materials readily available for consultation when
9. I will dedicate my assignment time to serving TLG’s client and not to soliciting or accepting assignments or employment from TLG’s

Contractors with The Language Group are bound to comply with this code

CANON 1. ACCURACY

Interpreters shall provide complete and accurate interpretation and sight translation without altering, omitting or adding explanation to what is stated or written.

Interpreters are obligated to apply their best judgment in faithfully preserving the meaning of what is said, including the speech style and tone. Each spoken statement in the source language is to be interpreted regardless if it appears to be incoherent, rambling, and repetitive. This includes apparent misstatements.

Interpreters must use the same grammatical person as the speaker. If the need arises to explain a word, phrase or meaning, interpreters must ask permission from the appropriate source to provide an explanation, and should make it clear they are speaking for themselves. Interpreters should convey the emotional emphasis of the speaker without reenacting or mimicking the speaker’s emotions and gestures.

CANON 2. ACCURATE REPRESENTATION OF CREDENTIALS

Interpreters shall accurately and completely represent a truthful account of their certifications, training, and pertinent experience before accepting an assignment. Acceptance of an assignment by the interpreter conveys linguistic competency in the setting required.

CANON 3. IMPARTIALITY AND AVOIDANCE OF CONFLICT OF INTEREST

Interpreters shall  be  impartial  and  unbiased  in  performing their duties.     Interpreters shall disclose any real and perceived conflict of interest.

Interpreters should avoid any conduct that presents the appearance of favoritism toward any of the parties. Interpreters should maintain a professionally neutral relationship with all parties, and should discourage a LEP/Deaf party’s personal dependence.

During the assignment, interpreters do not convene with any of the parties, except during official proceedings. It is especially important that interpreters who are familiar with client refrain from casual and personal conversations.

The circumstances below are presumed to create a conflict of interest for the interpreter:

• The interpreter is a friend, associate or relative of a party or counsel for a party involved in the assignment
• The interpreter has served in an investigative capacity for any party involved in the assignment
• The interpreter or the interpreters spouse and/or child has a financial interest in the assignment
• The interpreter has previous knowledge of the case that may hinder their ability to interpret without bias

CANON 4. PROTOCOL AND DEMEANOR

Interpreters shall conduct themselves in a manner consistent with the standards set by The Language Group, LLC.

CANON 5. CONFIDENTIALITY

Interpreters shall protect the confidentiality of all privileged information.

CANON 6. SCOPE OF PRACTICE

Interpreters shall limit themselves to interpreting and sight translating and shall not give legal advice and express personal opinions. Interpreters may convey legal advice from an attorney to a person only while the attorney is giving it. Interpreters do not explain the purpose of forms, services, or otherwise act as advisors unless they are interpreting for someone who is acting in that official capacity. Interpreters do not initiate dialogue with person needing interpreting unless directed to do so by court personnel.

CANON 7. IMPEDIMENTS TO COMPLIANCE

Interpreters shall bring to the client’s attention any circumstance or condition that impedes full compliance with any canon of this code, including interpreter fatigue (Interpreters should notify the appropriate source if they need to take a break), inability to hear, and inadequate knowledge of terminology. Encountering a case where terminology is unfamiliar, interpreters should request a brief recess to familiarize with the subject matter. Interpreters must remedy the situation or withdraw from the assignment.

CANON 8. PROFESSIONAL DEVELOPMENT

Interpreters shall continually improve their interpreting skills and knowledge through professional training and education. Interpreters should keep informed of the rules of the court and company policy as they relate to interpreting performance.

A professional interpreter should be able to:

• Interpret in consecutive and simultaneous mode, as appropriate
• Sight-translate written materials written in both working languages (when applicable)
• Take notes during the interpreted assignment if necessary (e.g. consecutive mode)
• Monitor his/her own performance
• Demonstrate active listening skills
• Demonstrate effective delivery skills
• Possess strong memory skills
• Identify and convey the appropriate registers
• Develop effective-problem solving strategies
• Develop and practice effective intervention skills, including transparency
• Respect/manage professional scopes of practice and role boundaries of all participants in the interpreted communicative event
• Cultivate and address self-awareness of personal bias
• Strive to improve performance through self-training, attendance of further training courses (which should be documented) and life-long learning
• Observe applicable standards of practice and code of ethics in his/her work
• Be a good team player and interpreting partner (e.g. cases of relays or multiple languages)
• Be familiar with cultures of the source and target languages; or live in the target culture
• Strive for professionalism at all times
• Support client autonomy (e.g. refrain from giving advice)

You are working as an independent contractor for The Language Group, Inc. As an independent contractor you receive full pay for your jobs. You therefore need to set aside money each month for your social security and income tax payments.

Please consult your accountant regarding the benefits and requirements of this 1099 status. Your income taxes may be lessened if you keep accurate records of your work related expenses. We urge you to consult your accountant regarding these matters, and especially the filing of your social security and income tax payments.

You should keep records of any expenses that your accountant recommends. Store any receipts to give to your accountant together with the 1099 statement of earnings we will send you in February.

********If you move, please make sure to email your new address to info@thelanguagegroup.com as well as changing it in the portal***********

Receiving payments from The Language Group

Please remember, your payments for your interpreting work will be put in the mail about 30 days after the assignment.

All jobs from the previous week are sent to accounting on Mondays. Payments are processed every Monday and mailed within the next two days. You can expect checks to arrive by the end of the week. You will be paid for one week’s worth of jobs with each payment.

It is always good to keep track of your work. In the portal, you will find a tab called “my payments”. It will show a “check date”. That date indicates the day that the jobs were approved, not the day you were paid. The “my payments” tab is good to use when you receive a check because you can match the payment you receive to the checks on the portal.

If you have any questions about your payment after you have looked at the portal, you may email info@thelanguagegroup.com ATTN: ACCOUNTING. Be sure to mention accounting to speed up the process.

For as long as I am an interpreter for The Language Group (TLG) at any hospital, institution, or business I understand that I am committed to an oral and written bond regarding the confidentiality of each medical or other record and information which I may come in contact with during the course of work.

I agree not to release any information from a patient or anyone’s record to my family, friends, or any other unauthorized person.

During the course of my work, I promise not to release identifying information (such as patient, address on admission, doctor, admission and discharge dates, and name of nearest relative) to anyone.

While on an assignment I agree not to give my personal phone number to any patient, client, person or department to whom I have been assigned. This would be a breach of the TLG “Interpreter Agreement” form.

The Language Group Orientation Guide contains important information pertaining to interpreting assignments and how to work with The Language Group. I understand that I should consult The Language Group staff if I have any questions about the information in the Orientation Guide. Since the information and policies described in the Orientation Guide are subject to change, I acknowledge that revisions to the Orientation Guide may occur. All such changes will be communicated through official channels. I understand that revised information may supersede, modify, or eliminate existing policies. A copy of this Orientation Guide has been given to me to retain for future reference. I agree to familiarize myself with its contents and comply with the information provided. Furthermore, I acknowledge that this Orientation Guide is neither a contract of employment nor a legal document. I understand this manual is not intended to cover every situation which may arise during interpreting assignments but is simply a general guide to the goals, policies, practices, and expectations of The Language Group. I have received the Orientation Guide and I understand that it is my responsibility to read and comply with the policies contained in this Guide and any revisions made to it.

Contractor’s Name (printed):

Contractor’s Signature:                                                            

Date: