Accessing Telephonic Interpreters

To comply with federal law, and as part of the Department’s commitment to ensuring language access for clients, interpreter services must be provided to all clients whose primary language is not English or who utilize American Sign Language (ASL). To accurately communicate with a client with Limited English Proficiency (LEP) or who communicate using ASL when conducting DTA business, all staff must follow these procedures when communicating with clients.

Telephonic interpreters are used for in-person meetings at the local offices, over-the-phone for both inbound and outbound calls, and for virtual meetings. Telephonic interpreters are provided by the Department-approved interpreter services vendor, Lionbridge.

How to Connect to a Telephonic Interpreter on the Phone Queue Using Five9

While on the phone with the client:

  1. Click the “Conference” button.

  2. Type in the phone number for Lionbridge: 800-444-6627

  3. Select “Warm” for type.

  4. Inform the client that you are getting an interpreter and will place them on a brief hold.

  5. Click “Initiate Conference”. This will put the client on hold and connect you to the interpreter to provide any important background information.

  6. Enter your DTA location PIN.

  7. Select the language you need, or press “0” for all other languages.

    1. For Spanish, Press 1

    2. For Haitian Creole, Press 2

    3. For Portuguese, Press 3

    4. For Cape Verdean Creole, Press 4

    5. For Mandarin, Press 5

    6. For Vietnamese, Press 6

    7. For Cantonese, Press 7

    8. For Arabic, Press 8

    9. For Russian, Press 9

    10. For all other languages, Press 0

  8. After a brief hold you will be connected to an interpreter who will provide their name and ID number.

  9. Tell the interpreter what you want to accomplish and provide any special instructions.

  10. Select “Add Participant” to bring the client back in to the call.

How to Connect to a Telephonic Interpreter when using a Department Issued iPhone

While on the phone with the client:

  1. Inform them that you are getting an interpreter.

  2. Inform them that you will be placing them on hold. Remind the client not to hang up.

  3. Press “Add Call”.

  4. Call 800-444-6627.

  5. Enter your DTA location PIN.

  6. Select the language you need, or press “0” for all other languages.

  7. After a brief hold you will be connected to an interpreter who will provide their name and ID number.

  8. Tell the interpreter what you want to accomplish and provide any special instructions.

  9. Press “Merge Call” to initiate three-way calling.

  10. Have the interpreter introduce themselves to the client.

  11. Complete the telephone call with the client with the assistance of the interpreter.

    1. Be sure to speak to the client, not the interpreter, and give the interpreter time to translate.

  12. Say “End of call” to the interpreter when your call is completed.

Remember: The method of interpreting and the interpreter ID number must be detailed in the case narrative.

DTA Location PINs

Location codes are based on TAO location. When prompted to enter your location code, enter the code that corresponds to your office. 

Brockton 7569-9145 Malden 7569-5002
Central 7569-3860 New Bedford 7569-7087
Chelsea 7569-2132 North Shore 7569-9676
Fall River 7569-3682 Nubian Square 7569-2042
Fitchburg 7569-8078 Pittsfield 7569-3239
Framingham 7569-6912 Quincy 7569-6350
Greenfield 7569-5024 Southbridge 7569-8272
Holyoke 7569-5616 Springfield 7569-4970
Hyannis 7569-6968 Taunton 7569-1784
Lawrence 7569-9971 Worcester 7569-3236
Lowell 7569-7823    

Related Topics

Three-Way Calling Functionality

Connecting an Interpreter to a Virtual Meeting

Interpreter Services Policy and Procedures

Last Update:  August 3, 2023