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

2. 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

3. 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

4. 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

5. 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…

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