“Overview of Telephone Interpreting: What you always wanted to know”

Profile of the Ideal Phone Interpreter Professional Experience Consecutive interpreting experience Work experience in a telephonic environment Community interpreter experience Customer service experience Personal Qualities Versatility, adaptability Willingness to learn Patience Source: “Telephone Interpreting” by Nataly Kelly Versatility- adaptability ---Interpreter must adapt to Provider and LEP style and must be able to adjust and overcome difficult emotions and situations

Model Code of Ethics for Telephone Interpreters Confidentiality Impartiality Ethical conduct Accuracy and completeness Role boundaries. Use advocacy and cultural interface roles as appropriate Professional conduct Professional development Source: Code of Ethics for Interpreters in Health Care NCIHC, IMIA and CHI

Telephone Interpretation Must Do’s Pre-session with Provider, if possible Formal introduction to all parties Be prepared (notepad, pen, quiet environment). Take notes Maintain the flow of the conversation at a good pace at all times Speak clearly, and articulate Ensure everyone can hear each other well Use your own experience and techniques to manage conversation well The tone of voice must demonstrate confidence and fluency

Telephone Interpretation Don'ts Allow background noise to interrupt. Accuracy is an interpreter responsibility Establish conversation with patient when on hold by the Provider Eat or drink anything while on duty Use speaker phone feature while interpreting Hang up the phone without asking the Provider if there is anything else you can do to assist I follow the same protocol as on site interpretation. Including chewing gum…

Questions? Comments? Opportunity for everyone to share past experiences, good stories and challenges…Everyone can learn from each other