109.04 language line procedures

SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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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.

SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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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.”

SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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AFRICA CONTINUED

SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

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SECTION : 109.04 RULES & REGULATIONS

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ASIA CONTINUED

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EUROPE CONTINUED

SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

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EUROPE CONTINUED

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PROCEDURES

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SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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II. 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 1-800-752-6096.

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-for-word. Concepts familiar to English speakers often require explanation or elaboration in other languages and cultures.

SECTION : 109.04 RULES & REGULATIONS

LANGUAGE LINE

PROCEDURES

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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 1-800-996-8808.