Guidelines for Providing Interpreter Services

To meet the needs of clients with Limited English Proficiency (LEP) or who communicate in American Sign Language (ASL) the Department has procedures to provide interpreters for clients at every point of contact. The Department utilizes Human Services Assistants (HSAs), bilingual case managers and supervisors, phone and video language interpreters, visual communication boards at local offices, and contracted in-person language interpreters to ensure equal access to benefits regardless of English language proficiency.

When to Utilize Interpreter Services

Interpreter services must be provided to clients with LEP or who communicate in ASL at every point of contact. Because the services we provide are so crucial for our clients, even small misunderstandings can have big impacts on their families’ lives. Using interpreter services, even for simple case maintenance actions, is vital to ensuring that we accurately issue benefits and respect the human needs of our clients.
For most clients with LEP, or who communicate using ASL, their file in BEACON will display their preferred language.

For some, especially new clients, this information may not be known or obvious. A client who speaks some English or appears to understand English may not have the language skills needed to fully comprehend what Department staff are saying or read the Department’s written materials. You must ask all clients what their preferred language is for communication at each application or review. If you are speaking with a client that seems to be limited in either speaking or understanding English, a professional interpreter must be offered and interpreter services arranged, including an ASL interpreter if needed.

Important: The use of an interpreter or declination of one, must always be documented in the case narrative including who provided the interpretation and if a Lionbridge interpreter, their ID number.

The client has the right to refuse Department interpreter services. Clients may provide their own adult interpreter, or may feel confident in their ability to communicate in English, or may have other personal reasons. You must not inquire as to the reason for refusal.

Important: There are no "magic words" a client must say to request interpreter services. When in doubt, call an interpreter.

Accessing Telephonic Interpreters

Telephonic interpreters are used for in-person meetings between clients and Department staff, over-the-phone for both inbound and outbound calls, and online for virtual meetings. Telephonic interpreters are provided by the Department-approved interpreter services vendor, Lionbridge. When connecting to a telephone interpreter, you must use the appropriate DTA Location PIN.

See: Accessing Telephonic Interpreters

TAO Front End Staff Responsibilities

Staff who are the first point of contact for walk-in clients have a critical role in helping to assess interpreter needs. If, upon entering a TAO, a client requests an interpreter or cannot communicate with a worker effectively, a greeter must connect the client with an interpreter, and utilize the visual communication board if needed, to determine what services are required. An HSA or other onsite authorized bilingual staff may be available and is to be the first option for translation unless the client declines. If no HSA or bilingual staff are available, then a phone interpreter must be utilized. Use the ”I Speak” card and/or the visual communications board to help determine which language the client needs.

When a client calls the TAO and it is determined that interpreter services are needed, staff on the switchboard must access a phone interpreter to determine the reason for the call. Once sufficient information has been collected, the client’s call may be forwarded to the appropriate staff.

When retrieving messages from the TAO voicemail box, staff must make every effort to determine the language the message has been left in and utilize staff with that language capacity to translate the message and forward or follow up accordingly.

See: TAO Front End Staff Procedures for Clients with LEP

Providing Interpreter Services to Walk-In Clients

For any walk-in client, an interpreter must be secured based on client request or need. Front end staff registering clients must determine the language needed and appropriate interpreter type before directing the client.

For in-person case management of any type, clients must be escorted to a secure interview space where they can conduct business with DTA staff and the interpreter. Aside from onsite staff who may provide the interpretation, telephone and video interpreters are available for walk-in clients and do not need an appointment.

See: Case Manager Procedures for Providing Interpreter Services to Walk-In Clients

Providing Interpreter Services for Phone Conversations

When placing an outbound call to a client, always check the language in BEACON that the client speaks. If the client does not speak a language that you are approved to communicate in, then you must first connect with an interpreter in the client’s language. Once you have an interpreter on the line, you must ask them to dial out the client’s number and have them connect them to the call.

Note: Lionbridge staff are expected to place outbound calls.

When clients call into the DTA Assistance Line, they are given the option to select their language of choice. IVR services are offered to clients in six languages: English, Spanish, Portuguese, Cantonese, Vietnamese, and Haitian Creole. Once authenticated, SNAP-only clients will be transferred to a FAW who speaks the applicable language, provided that the FAW is available within a reasonable wait time. All other calls are routed to a case manager who will utilize a Lionbridge interpreter via a conference call as needed.

If the client needs an interpreter:

Place the client on hold and call the Department-approved interpreter services vendor, Lionbridge.
Connect the client and the interpreter using conference calling.
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 call, thank the client and the interpreter and say, “End of call.”
Write a detailed narrative that includes the interpreter’s ID number.

See: Three-Way Calling Functionality

See: Case Manager Procedures for Providing Interpreter Services for Phone Conversations

Providing In-Person Interpreters for Scheduled Appointments

For clients with scheduled in-person appointments, an HSA or authorized bilingual staff onsite that speaks the client’s language is to be utilized. If no onsite staff are available, staff must recommend the option to use a Video Remote Interpreter (VRI) for all clients seeking an in-person interpreter, as these are available on-demand in every TAO. Alternatively, a telephonic interpreter may also be offered.

If the client will only accept an in-person interpreter, and no bilingual staff are available, then an appointment must be scheduled. An in-person interpreter must be secured from a statewide contracted vendor at least three days prior to the appointment.

ASL interpreters follow similar procedures; in all cases, using VRI while the client is in a TAO must be offered before the alternative of scheduling an in-person interpreter for a later time.

See: Securing In-Person Interpreter Services for Scheduled Client Appointments

Providing Video Interpreter Services

Every TAO has an interview room dedicated to hosting VRI services through the Department-approved interpreter services vendor. This service uses video interpreting to allow clients who require visual forms of communication, such as ASL or lip reading, to be able to communicate with DTA staff. VRI is available to all clients regardless of hearing ability and requires no prior scheduling.

When a client enters a TAO and requires or requests a video interpreter, front end staff will immediately direct them to the designated VRI room and connect them to a video interpreter and proceed with registering to the appropriate DTA staff according to established procedures.

Video interpreters can be used for virtual meetings, but require 24-hours’ notice to secure an interpreter and invite them to the meeting.

See: Using Video Interpreter Services

See: Connecting an Interpreter to a Virtual Meeting

TAO Director or Designee Responsibilities

The TAO director or designee must ensure that the Do You Need an Interpreter? poster and visual communication board is prominently displayed in the reception area of the office and that the Limited English Proficiency (LEP) Services Binder is readily available to reception staff. They must ensure that the VRI room in their TAO is kept in working order.

The director or designee must also ensure that TAO staff are familiar how to use telephonic and other interpreter services, including obtaining VRI or in-person interpreters for clients that require them.

When staff make requests for in-person interpreters and/or video interpreters for virtual meetings, the TAO director or designee is responsible for forwarding requests to their appropriate points of contact in a timely manner.

See: TAO Director or Designee Responsibilities

See: Providing Interpreter Feedback