Case Manager Procedures for Providing Interpreter Services to Walk-In Clients
Clients with Limited English Proficiency (LEP) or who communicate in ASL that arrive at a TAO, regardless of case status, must be provided interpreter services by staff authorized to provide translation in their language or through the contracted interpreter services provider by phone or video. Professional interpreters are offered free of charge to all clients in order to conduct Department business; clients with LEP or who communicate in ASL must not be turned away or told to come back with an interpreter.
For any in-office client without an appointment, an interpreter must be secured based on client request or need. Front end staff registering clients will determine the language needed, using the I Speak card or Visual Communication Board to allow the client to find their language and point it out. The client will be escorted to a secure interview space to meet with staff and the appropriate interpreter.
The client may be served by authorized bilingual staff or assisted by a Human Services Assistant (HSA) if available. If neither are available, staff must utilize the Department-approved phone interpretation service to obtain an interpreter in the client’s preferred language.
Important: Application and recertification materials including Rights and Responsibilities must be orally interpreted when the materials are not available in the language that the person can read.
Telephone Interpreters
If a telephone interpreter is required, call the Department-approved interpreter services vendor from the secure interview space, following instructions in Accessing Telephonic Interpreters. Then, place the interpreter on speakerphone and ask the interpreter to introduce themselves to the client. Speak clearly and directly to the client, pausing to give time for the interpreter to translate, usually every 2 or 3 sentences. When you are finished with the meeting, thank the client and the interpreter and say, “End of call.”
Video Interpreters
If the client requires an American Sign Language (ASL) interpreter or an interpreter in any language that needs to have view of the speaker’s face, the Video Remote Interpreter (VRI) can be used to connect a video interpreter without an appointment. These are available in every TAO in a designated interview room. See instructions on how to use VRI in Using Video Interpreter Services. This service is available to any client that requires visual contact to understand spoken language regardless of hearing ability.