1. COPYRIGHT VITS 2013 June 2013 VITS KIT Training Document for Telephone Interpreting Assignments

2. Introduction  Telephone Interpreting is a popular service VITS provides. It renders an immediate service to the professional and non- English speaker when an on-site Interpreter is not present.  VITS Telephone Interpreting system is a fully automated service and Interpreters will not be talking to any of our staff.

3. Contact details Please put the following numbers in your phone. It will enable you to recognise our Telephone Interpreting jobs quickly:  Telephone Interpreting Contractor log-on number:  (03) 9280 1991  Telephone Interpreting calling the Interpreter from this number:  (03) 9280 1955 You do not have to call us back when you have missed call from this number. This number is for Telephone Interpreting only.

4. Log on & Log off Procedure  Ring (03) 9280 1991  You will be asked to enter your four digit Contractor ID number.  You will then be asked to enter your four digit Password/PIN number.  You will be told your current status, and if you are logged on the phone number that you are currently logged on to.  It will then ask you to enter 0, 1 or 2 as follows:  Press 0 to log off  Press 1 to log on to your mobile number  Press 2 to log on to your home number (Please note that you cannot change your phone numbers, if the numbers are incorrect please call VITS and advise of the new numbers ).

5. Do’s and Don’ts  Always be friendly and polite on the phone  Always speak clearly and precisely  Always repeat information when asked to do so  Always ensure a good quality telephone line/environment when receiving calls, as well as enough battery time  Always give your Name/Contractor ID when requested  Always announce any availability timelines timely  Upon sudden disconnection, always accept the reconnection call, to continue the session  Never just hang up after 15 minutes!  Don’t speak directly to the Non-English speaking client without informing the professional  Don’t reject reconnection call upon a sudden disconnection. The client wants to continue the session  Do not accept the call and then hang up

6. Practical Tips  Please log off if you are not available for a period of time. Log back on again when you become available.  No pre-booking is available for Telephone Interpreting service.  You do not need to send invoices in to VITS for Telephone Interpreting jobs – the system calculates your payments automatically.  If you are unable to take the job and reject it straight away, we are able to find another Interpreter for the client faster.  If you do not wish to take Telephone Interpreting assignments or if you require any further information, please contact us on Contractor.enquiry@vits.com.auContractor.enquiry@vits.com.au THANK YOU FOR YOUR COOPERATION!