Protocols

When the provider disappears from the call all of a sudden, and you are left only with the LEPP in the call, you:

• state the "no english speaker on the line protocol"

• State the complete hold protocol and wait for 10 mins

• explain to the LEPP whats going on and advise her/him to call back.

• Disconnect the call

You are using the verification protocol to verify the LEPP's address but you still not sure if you have it correct you:

• just ask the lepp one more time : "Me dijo calle stovall verdad"?

• ask for a spelling of the street name.

• Tell the address as you can.

• state: "the interpreter needs another verification"

When do we use our presession?

• with every new provider

• when we were transferred to another department

• we do not use presession

• We ask the provider if we may introduce ourselves with every NEW lepp

What are the two phrases we use to not break the conduit role?

• "The interpreter will repeat"

• "i'll be glad to repeat the statement"

• "I am going to repeat"

• "This is the interpreter speaking"

Pre-session:

• “Good morning/afternoon, my name is -- and I will be your spanish interpreter---. I will interpret everything you say and keep it confidential. How may I help you today?”
  “[Ma’am, Sir], May I introduce myself to the new party?
  “Go ahead, [Ma’am, Sir].”

• “Good morning/afternoon, my name is -- and I will be your spanish interpreter---. I will interpret everything you say and keep it confidential. How may I assist you today?”
  “[Ma’am, Sir], May I introduce myself to the other party?
  “You may go ahead, [Ma’am, Sir].”

• “Good morning/afternoon, my name is -- and I will be your spanish interpreter---. I will interpret everything you say and keep it confidential. How may I help you?”
  “[Ma’am, Sir], May I introduce myself to the other party?
  “Go ahead, [Ma’am, Sir].”

• “Good morning/afternoon, my name is -- and I will be your spanish interpreter---. I will interpret everything you say and keep it confidential. How may I help you?”
  “[Ma’am, Sir], May I introduce myself ?"
  “You can go ahead, [Ma’am, Sir].”