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RULES & REGULATIONS

SECTION : 109.04

LANGUAGE LINE PROCEDURES

PURPOSE: To provide access to over-the-phone interpreters twenty-four (24) hours a day, seven (7) days a week. SCOPE: All personnel. I.

PROCEDURES:

1.

The Memphis Fire Department has subscribed to the AT&T Language Line Service. This service provides interpreters for 140 languages, 24 hours a day.

2.

If you have a caller who does not speak English, press the Conference Hold button on your phone to place the Limited English speaker on hold. If you have a Limited English speaker in person, use two phones that are on the same line so that you can conference with the interpreter.

3.

Dial 1-866-874-3972.

4.

Enter on your telephone keypad or provide the representative: (You may press 0 or stay on the line for assistance) • 6-digit Client ID provided to each station.

5.

Press 1 for Spanish.

6.

Press 2 for all other languages. Speak the name of the language when prompted.

7.

They will then connect you to an interpreter.

8.

You should brief the interpreter by summarizing what you wish to accomplish and give special instructions.

9.

Add the Limited English speaker to the line by pressing the Conference Hold button again.

10. You can then have the interpreter ask the caller or visitor specific questions.

Revised 2/1/09

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RULES & REGULATIONS

SECTION : 109.04

LANGUAGE LINE PROCEDURES

11. If you do not know the language of the caller, the Language Line representative can help you determine that. 12. The following pages contain the language identification examples to assist you in determining what language a person speaks when in a face-to-face situation. 13. To use the Language ID examples efficiently, locate the geographical region where you believe the person may be from. (Pacific Islands, Asia, etc.) 14. Show the person the languages listed for that region. 15. The message underneath each language says: “Point to your language. An interpreter will be called. The interpreter is provided at no cost to you.�

Revised 2/1/09

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RULES & REGULATIONS

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SECTION : 109.04

LANGUAGE LINE PROCEDURES

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LANGUAGE LINE PROCEDURES

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RULES & REGULATIONS

SECTION : 109.04

LANGUAGE LINE PROCEDURES

AFRICA CONTINUED

Revised 2/1/09

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RULES & REGULATIONS

Revised 2/1/09

SECTION : 109.04

LANGUAGE LINE PROCEDURES

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RULES & REGULATIONS

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LANGUAGE LINE PROCEDURES

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RULES & REGULATIONS

SECTION : 109.04

LANGUAGE LINE PROCEDURES

ASIA CONTINUED

Revised 2/1/09

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RULES & REGULATIONS

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SECTION : 109.04

LANGUAGE LINE PROCEDURES

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RULES & REGULATIONS

SECTION : 109.04

LANGUAGE LINE PROCEDURES

EUROPE CONTINUED

Revised 2/1/09

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SECTION : 109.04

LANGUAGE LINE PROCEDURES

EUROPE CONTINUED

Revised 2/1/09

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SECTION : 109.04

LANGUAGE LINE PROCEDURES

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RULES & REGULATIONS

II.

SECTION : 109.04

LANGUAGE LINE PROCEDURES

LANGUAGE LINE TIPS

1.

LINE QUALITY PROBLEMS – If you have problems before reaching a representative, press “0” to be transferred. If there is sound quality problem, ask the representative to stay on the line to check for sound quality. If you have problems connecting to an Interpreter call Customer Service at 1-800752-6096.

2.

WORKING WITH AN INTERPRETER – Give the Interpreter specific questions to relay. Group your thoughts or questions to help the conversation flow quickly.

3.

LENGTH OF CALL - Expect interpreted comments to run a bit longer than English phrases. Interpreters convey meaning-for-meaning, not word-forword. Concepts familiar to English speakers often require explanation or elaboration in other languages and cultures. Revised 2/1/09

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RULES & REGULATIONS

SECTION : 109.04

LANGUAGE LINE PROCEDURES

4.

INTERPRETER IDENTIFICATION – The interpreter will identify themselves by first name and number only. For reasons of confidentiality, they do not divulge either their full names or phone numbers.

5.

DEMONSTRATION LINE – If you want to hear a recorded demonstration of the over-the-phone interpretation, call the demonstration line at 1-800-9968808.

Revised 2/1/09

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109.04 Language Line Procedures  

Language Line Procedures for Fire Services SOP

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