Securing In-Person Interpreter Services for Scheduled Client Appointments

Some clients will request an in-person interpreter for their scheduled appointments. Typically, these are for hearings, or for deaf or hard of hearing clients needing American Sign Language (ASL) interpreters, but other use cases exist.

If an in-person interpreter is requested, first check to see if an HSA or bilingual case manager is available onsite to interpret. If neither 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 Transitional Assistance Office (TAO.

However, all clients have the right to request an in-person interpreter. If a client will only accept an in-person interpreter, and no bilingual staff are available, then an appointment must be scheduled. You must secure a statewide contracted interpreter at least three days prior to the date of the scheduled appointment. To do this:

  • Complete the Interpreter Request Form,
  • Save it as a Word file, and
  • Email the saved to the individuals named at the bottom of the form.
    • Be sure to send a copy of this email to the TAO management team or unit director.

If a contracted interpreter from an outside service does not appear for a scheduled in-person interview, immediately access a phone or video interpreter to conduct the interview. Do not reschedule the interview in this situation unless specifically requested by the client. Clients must be allowed to complete Department business on the date of first contact if time permits. Otherwise, a follow-up appointment must be scheduled using the interpreter to arrange a mutually convenient date and time. Clients retain all rights based on their initial application dates.

Note: In most cases a video interpreter will be an acceptable alternative to an in-person interpreter.

See: Using Video Interpreter Services

ASL Interpreters from MCDHH

ASL interpreters are fluent in ASL and are able to interpret between a person using sign language and a case manager who is not proficient in ASL. In-person ASL interpreters can be requested through the Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH). Please see Securing MCDHH Services for Deaf or Hard of Hearing Clients for more information on how to schedule an ASL interpreter for deaf and hard of hearing clients.

Note: MCDHH services must be requested 2 to 3 weeks in advance of a scheduled meeting. For faster service, always offer a Video Remote Interpreter first.

Related Topics

Interpreter Services Policy and Procedures

Last Update:  August 3, 2023