LanguageLife February 2023 / Page 1

LanguageLife
Interpreter News
OCTOBER 2021 February 2023

Content From the Desk of Mélida Fernández-Gómez

Director of Quality Assurance
From the Desk of Mélida Fernández-Gómez...1
Poetry in Interpretation................................ 2 PATIENT EXPERIENCE
Emergency Calls - Start to Finish................. 2
A Day in the Life of a LanguageLine............. 3 The concept of patient experience is associated with a patient's perception of their care
Let's Talk About Aneurysms......................... 4 while in the hands of health-care providers, the overall health-care system and, when it
Executive Recognition Call .......................... 5 comes to language access, the interpreting session. The patient’s overall perception of
Leadership Recognition Email Program......... 5 their care is crucial in understanding how to better serve their needs and make sure the
The Language of the Month......................... 5 experience is centered around them. One key component in patient-centered care is
Respiratory Syncytial Virus Infection (RSV).... 6 for the patient to feel understood, in their language of preference.
Why Should We Care About Oceans and Marine Creating an environment where everyone is appreciated based on their uniqueness, ethnicity, nationality,
Sanctuaries?.............................................. 7 race and identity is essential to the work we do as professional interpreters. To truly meet the mission of
On This Call I Made a Difference.................. 8 providing quality care for the patients that we proudly serve, it is important to be more intentional with
What's the Difference Between a Bank and a our commitment to follow the principles of providing excellent customer service and a superior quality of
Credit Union?.............................................. 9 interpretation. So, how can we ensure that the patients we serve do feel understood?
The Lighter Side......................................... 9
Research shows that LEP and hard-of-hearing patients continue to face structural barriers that include lack
Peak Program........................................... 10
of access to technology, unfriendly patient portals, and low baseline digital literacy/health literacy, among
Commendations........................................ 13
others. This compounded with not being understood, puts a damper on the initiative of moving forward with
a patient-centered care approach.

LanguageLife is a forum for the LLS Training Per our interpreting best practices, you should listen attentively at all times throughout the call and not
Department to share company updates allow yourself to be distracted by anything other than the call itself. You should also preserve the provider’s
and discuss training topics in order to original tone, and convey all messages with neutrality, empathy, and compassion, all while ensuring an
keep interpreters and agents current on accurate interpretation. It sounds daunting, but as you have clearly demonstrated, it can be done. And you
policies, procedures, and changes. We do it very well.
welcome feedback, contributions, and topic
suggestions from all interpreters and agents. The strength of the relationship between a patient and their providers significantly impacts the patient
For submissions please email: languagelife@ experience. And the strength of the relationship between you, the interpreter, and the client will also
languageline.com significantly impact the patient experience. This is why it is important to support our client on every call to
ensure you can both create a safe and supportive atmosphere that will help establish the right tone for the
Newsletter committee members and editors: interpreting session. We want to be able to support the client to ensure that the care the patient receives is
meaningful and respectful of the patient’s preferences, needs and values. When providing our support to
Amy Wade, Editor-in-Chief
ensure a positive patient experience, we are also ensuring language justice. n
Juan Alvarado, Graphic Designer
Loly Lopez, Mélida Fernández-Gómez,
Christine Griffith, and Hermann Grünbaum

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LanguageLife February 2023 / Page 2

POETRY IN INTERPRETATION TRAINING UPDATE

I Hope They Know Emergency Calls - Start to Finish

Miranda Guillen, Spanish Interpreter C. Adam Winland, Certified Trainer

I Hope They Know Servicing emergency calls can make some interpreters, both those who
are new to the profession and those who have been interpreting for
I hope they know… some time, apprehensive. Reviewing our role as interpreters on these
That I shed a tear calls can help us to overcome anxiety and even shift our outlook about
When I heard their baby’s first cry. servicing these calls to one focused on the positive aspects of helping
our limited English proficient callers in their times of greatest need. So,
I hope they know… what exactly happens on emergency calls, and what is the interpreter's
That my heart skipped with joy role?
When the doctor said, “Benign.”
At the beginning of the emergency call, the interpreter will likely hear
I hope they know… a whisper prompt announcement: “Interpreter, do not say the opening
That my heart broke at statement disclosure on this call,” followed by the zip tone (beep) heard
“There’s nothing more we can do.” on every call. The interpreter answers using our standard call opening
without the call monitoring disclosure, just as the greeting appears
I hope they know… on the screen. Branding our company, our name, interpreter ID, and
That this detached voice target language are all still required in the opening to the client, unless
Is human too. the PSAP (Public Safety Answering Point) dispatcher interrupts the
interpreter due to the apparent urgency of the situation. The interpreter
It’s such a blessing and privilege to be an interpreter and share will always give priority to the PSAP dispatcher’s need to interrupt.
these intimate moments with our LEP Patients. I hope they know. (GL&P p.23)

The PSAP dispatcher will greet the interpreter, for “One moment, please.” Then convey the There are times when the interpreter may be
advise if the caller is already connected, and information provided up to that point. (GL&P asked to take a more active approach. The PSAP
usually provide initial instructions such as: p.24) If the limited English proficient caller is not dispatcher may request the interpreter take
“Please ask the caller: ‘What is the nature of the answering questions directly, advise the PSAP the lead in gathering the caller's information.
emergency?’” or “Interpreter, find out: ‘What is dispatcher and seek his or her advice: “Excuse In such cases, it would be advisable to ask:
the emergency?’” (GL&P p.23) the interpreter, your caller is not answering “What is the emergency? What is the address
the questions you asked. Would you like the of the emergency? What type of assistance is
The interpreter will now address the limited interpreter to repeat? Would you like to advise needed?” Then relay this information to the
English proficient caller. A brief introduction the caller to answer directly?” Interpreters continued on page 3>
is appropriate. The interpreter may say: “You may also reorder the message to prioritize the
have reached 911/999. I am connected as your information the PSAP dispatcher is requesting.
interpreter. What is your emergency?” Note here, For example, if the PSAP dispatcher requests
your role of “interpreter” should be made clear the caller's address, but the caller provides
to the limited English proficient caller, and then other details first followed by the address, the
the interpreter follows the initial instructions interpreter may render the address first followed
given by the PSAP dispatcher. by the other details. (GL&P p.23) As with any
call, the interpreter may ask for repetitions,
As the call proceeds, interpreters must remain clarifications, verifications, and shorter segments
impartial, unbiased, and calm as they assist as required to manage the flow of information
the callers. Interpreters may need to exercise and resolve challenges during the interpretation.
more control over segment length. If the limited But we must be mindful of the urgency of the
English proficient caller is providing more limited English proficient caller’s situation. Our
information than the interpreter can accurately full attention and attentive listening are required.
convey, gently interrupt the speaker, asking

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LanguageLife February 2023 / Page 3

TRAINING UPDATE

Emergency Calls - Start to Finish continued

PSAP dispatcher. The PSAP dispatcher may The interpreter's role in servicing emergency
also ask the interpreter to help keep the limited calls is our most basic and direct role of conduit.
English proficient caller calm. If so, use a calm, We are a bridge of communication between
caring voice to ask the caller to remain on the the limited English proficient caller in need and
line and remain calm. Do not make promises the PSAP dispatcher. Though the calls may at
for things which are out of your control, such times involve very challenging, life-and-death
as “everything will be okay,” and do not add situations, we must remain calm, and do our
to what the PSAP dispatcher has stated by best to assist communication when we are 2022. pages 19, 23-24. If you need support
adding “help is on the way,” if this has not been needed most. That is all we can do to help those after a challenging call, please reach out to the
advised. (GL&P p.19) in need. When we fulfill our role in assisting interpreter help desk and ask to speak with Peer
communications, we save lives, and that is truly Support. n
At the close of the call, the PSAP dispatcher honorable. We are proud to serve!
may ask the interpreter to remain connected if
Sources:
he or she has any questions or wishes to make For more information about servicing 911 calls,
„ Interpreting Guidelines and Procedures
any clarifications. Remember to only interpret search the libraries on the interpreter portal for
Manual 2022 (§3.4.2 p.19, §3.6.1 p.21,
observable facts, and not to give opinions about “emergency” and “911”, and refer to the LLS
§3.7.2 pp.23-24)
the caller. (GL&P p.21) Interpreting Guidelines and Procedures Manual

WHAT I LOVE ABOUT MY JOB

A Day in the Life of a LanguageLine Interpreter

Aurora Unshelm, Interpreter Help Desk Manager - Celina Salgado, Interpreter Operations Manager - Hermann Grünbaum, Performance Manager

CHANCE TO SERVE
Mohammad Motavakkel, Dari Interpreter

I started my career as an interpreter last year. I was so nervous in my first week of service because I have never studied English academically. I have
learned it from movies, TV series, and podcasts. Also, I am a newcomer to North America, and I am not familiar with some of the vocabulary and
terminology that people are using in their conversations.

I have one tip for other interpreters. If you want to be successful in your A Day in the Life of a LanguageLine Interpreter
career, just study every single day. read books, articles, watch English
content TV programs, etc. Utilize some time every day to learn. Take Share with us why you appreciate this job
notes of unfamiliar vocabulary and terminology so that you look them up by responding to any of these six questions:
later. The more you learn, the more confident you become.
1. What does your typical day look like?
The most common challenges that I have been facing are new
2. What do you remember about your first week on the job?
terminology and different dialects, especially with the calls from the
UK. The way I normally deal with them is to ask for clarification and 3. What tips can you share with other interpreters for a
successful work-at-home experience?
repetition. If you ask politely, they will help you to understand and digest
the conversation before you interpret it in your target language.   4. What kind of challenges have you encountered and how
have you overcome them?

The top reason for me to appreciate this job is that I have this chance to 5. What are the top reasons that make you appreciate this job?
serve the people who are in need these days. All Afghan people had to
6. How has being an interpreter helped you in your personal life?
leave their beloved homeland after it collapsed.
continued on page 4>
Please send your story to [email protected]

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LanguageLife February 2023 / Page 4

WHAT I LOVE ABOUT MY JOB

A Day in the Life of a LanguageLine Interpreter continued

This job has been a great help for me to practice present in the conversation, but little by little, that is more complicated to understand, but with
my English and learn more and more every I became more comfortable and understood patience and active listening you can get used
day. Now, I have more confidence in myself the dynamics of how the interpreter works in to it.
when I go to my doctor appointments, have a communication.
conversation with others, and share my opinions This job allows me to practice my English,
on social networks. Interpreters should trust in their skills and it helps my communication skills, and it is
feel comfortable working with the people who satisfying to finish conversations and feel that
Thank you, LLS, for this opportunity! provide services over the phone. They are very you helped a person who really needed help at
kind and patient people, but above all, they have that moment.
TRUST YOUR SKILLS a very clear sense of customer service: they are
Salvador Raul Prado Flores, Spanish Interpreter patient, polite, and their purpose is to help, just Being an interpreter helped me be a much more
like us. attentive listener, paying attention, enjoying quiet
Some days are easier than others, but I almost environments so I can focus on my work, taking
always have the opportunity to feel satisfied that Most of my challenges have been due to notes and not leaving too much to memory,
I have been able to help. noise on the calls, a lot of ambient noise, and being empathetic without altering any message
sometimes because of the way the service and always trying to help in the best way
I was very nervous the first week on the job providers speak, some are very clear and slow, possible. n
because I was just answering calls without being others speak much faster and with an accent

TRAINING UPDATE

Let's Talk About Aneurysms

Tanya Weinstein, CMI, Training Supervisor

An aneurysm can occur in different places of the

body and affect different arteries. Aneurysm is a
weakening in the artery wall resulting in abnormal The aorta is the most common location for and prevent rupture. For more information on
bulging. The risk of rupture grows as the bulge aneurysms; however, they can occur in other aneurysms please visit the links below. n
continues to balloon. A ruptured aneurysm is arteries:
considered a medical emergency.
„ Cerebral aneurysm (mentioned above) - Sources:
Below are the three most common types of artery in the brain. „ https://www.heart.org/en/health-topics/
aneurysms: „ Popliteal artery aneurysm - artery behind aortic-aneurysm/types-of-aneurysms
the knee. „ https://www.heart.org/en/health-topics/
„ Cerebral aneurysm occurs when a bulge „ Mesenteric artery aneurysm - artery that aortic-aneurysm/what-is-an-aneurysm
forms in an artery of the brain. There are supplies blood to the intestine. „ https://www.hopkinsmedicine.
three types of cerebral aneurysm: berry or „ Splenic artery aneurysm- artery of the org/health/treatment-tests-and-
saccular, the most common of the three, spleen. therapies/cardiovascular-aneurysm-
fusiform, and mycotic. treatment#:~:text=The%20most%20
„ Thoracic aortic aneurysm is ballooning of The exact cause of aneurysms is not known, common%20location%20of,that%20
the part of the aorta that passes through the but atherosclerosis is believed to be a runs%20through%20the%20abdomen.
chest. risk factor. There are specific causes and „ https://www.ninds.nih.gov/health-
„ Abdominal aortic aneurysm is ballooning of symptoms depending on the location of the information/disorders/cerebral-
the part of the aorta that, “supplies blood to aneurysm. Surgery may be needed if the aneurysms#:~:text=A%20cerebral%20
the abdomen, pelvis, and legs.” aneurysm continues to grow. Newer less aneurysm%20(also%20known,tissue%20
invasive techniques can keep it from growing (called%20a%20hemorrhage)

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LanguageLife February 2023 / Page 5

RECOGNITION RECOGNITION

Executive Recognition Call Leadership Recognition Email Program

Hermann Grünbaum, Performance Manager Hermann Grünbaum, Performance Manager

DON’T BE SURPRISED! We hear how much most of you appreciate your vocation, which is
what drives you to do a great job. You are also driven by your desire
If you are doing great work, do not be surprised when you receive a call to help the LEP and please the client, which compels the customers
from one of our top executives! As has been mentioned before, our clients to submit numerous, emotive and sincere commendations. Some are
need to feel extremely content with the service to take the time to contact extraordinarily moving, and we wanted to recognize the interpreters
us to offer commendations. Even so, there are a number of you who that provoke such love for the service provided by LanguageLine
receive several of these throughout the years. Solutions.

To be able to make the client this happy, you have to be a good Interpreter Our Leadership team contacts some of these interpreters by email
and feel delight in helping people communicate, which does get transmitted to express their gratitude. These linguists are at the heart of what
on the line. Obviously, this caliber of professionalism is a huge part of what makes LanguageLine the global leader in phone/video interpreting
has made LanguageLine Solutions thrive year in and year out. services. Thank you!

Therefore, our top leaders have taken time away from analyzing, planning The following interpreters were recognized last month:
,and strategizing to contact those of you with high marks, who are
delighting our customers. This month our CEO and several Vice Presidents „ Tabassom Fateri - FARSI
expressed their immense gratitude to: „ Negil Santana Moreno - SPANISH
„ Jorge Ocasio - SPANISH n
„ Maybiss Gondola - SPANISH
„ Lana Elyaei - FARSI
„ Nanette Cruz - SPANISH
„ Mohammad Naim Rahim - Dari
„ Sabrina Suarez Escalante -SPANISH
„ Daniel Kim - KOREAN
„ Natalie Perez - SPANISH
„ Samaidy Balbin Naranjo - SPANISH n

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LanguageLife February 2023 / Page 6

TRAINING UPDATE

Respiratory Syncytial Virus Infection (RSV)

Kimberly Díaz Avilés, Certified Trainer

There has been a rise in respiratory syncytial

virus infection (RSV) detections in many parts
of the United States. This virus usually develops
into what is known as the common cold.
However, it can become a case of severe RSV
in those who are most vulnerable. Since RSV
can be life-threatening for some, there have
been more hospitalizations and visits to the
emergency room as well. Let’s take a closer
look at what RSV is and how we can protect
ourselves and others from being stricken with it.

RSV is a common respiratory virus that can be

spread through secretions (such as coughing
or sneezing) while in close contact with an
infected individual. Someone could also get
infected by touching an object that has the
virus on it. The Centers for Disease Control
and Prevention (CDC) states that symptoms
tend to show up within 4 to 6 days of RSV
infection. The symptoms can include a runny
nose, decrease in appetite, coughing, sneezing,
fever, and wheezing. There is no treatment for
RSV specifically, but care is centered around
symptom management (fever reducers, pain We are currently in RSV’s peak season in the
hands often with soap and water for at least 20
relievers, and drinking lots of fluid to prevent United States since peak season starts in the
seconds, clean frequently touched surfaces, and
dehydration). fall and ends around springtime. Some areas of
avoid close contact (such as kissing, shaking
hands, and sharing cups and eating utensils) the U.S. are even getting close to reaching their
RSV infections go away on their own within seasonal peak levels. This is why it is important
with others.
a week or two most of the time. However, to be aware of all the ways that we can prevent
more severe cases of RSV can develop into the spread of RSV, and, in turn, help protect
There is currently no vaccine for RSV, but
bronchiolitis and/or pneumonia. Older adults, those who are at an increased risk of developing
there is a medication known as palivizumab
as well as infants and young children are at a life-threatening case of this virus. n
(Synagis) that can help prevent RSV infection
high risk of developing severe RSV infections.
in certain high-risk infants and children. It is
Young infants and older adults may need to be
only for prevention and cannot treat RSV once
hospitalized if they are dehydrated or are having Sources:
someone develops symptoms. This injection
difficulty breathing. Additional oxygen, IV fluids, „ https://www.cdc.gov/rsv/index.html
is not recommended for healthy children or
or intubation with mechanical ventilation may be „ https://kidshealth.org/en/parents/rsv.html
for adults, but it can benefit those infants and
required in the most severe RSV cases. „ https://www.lung.org/lung-health-diseases/
children (2 years old or younger) who were born
lung-disease-lookup/rsv/learn-about-rsv
prematurely, have chronic lung disease, have
There are ways to help prevent the spread of „ https://www.mayoclinic.org/diseases-
certain heart defects, and/or have a weakened
RSV. The CDC states that if you have cold-like conditions/respiratory-syncytial-virus/
immune system. For those individuals, the
symptoms you should cover your coughs and symptoms-causes/syc-20353098
injections can be given at the beginning of RSV
sneezes with a tissue or your upper shirt sleeve,
season with subsequent monthly injections
not your hands. You should also wash your
throughout the season.

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LanguageLife February 2023 / Page 7

GOING GREEN

Why Should We Care About Oceans and

Marine Sanctuaries?
Juan Alvarado, Instructional Designer

Our oceans are in trouble. Heating, pollution,

acidification, and oxygen loss pose serious
threats to the health of the ocean and to
all living beings who call this vast planetary
resource their home. Why should you care? Here
are the reasons:

1. The ocean regulates our climate and

provides the air we breathe

Our ocean mitigates non-renewable industry population. Marine fisheries provide 57 million our ocean animals, but they also contribute
pollution by absorbing 25 percent of all carbon jobs globally. However, over 60% of the world’s immensely to our environment.
emission, while generating 50% of the oxygen major marine ecosystems that underpin these
we need to survive. It not only functions as the livelihoods are being used unsustainably, with a In California, specifically in Monterey County,
lungs of the planet, providing us with the air we significant portion being completely degraded. if you are searching for something amazing
breathe, but also as the world’s largest carbon Additionally, according to UNEP, pollution from and unique to experience, take the opportunity
sink helping to combat the negative impacts the 11 million tons of plastic that enter the to explore the Monterey Bay National Marine
of climate change. Additionally, the ocean has ocean annually costs an estimated US $13 Sanctuary (MBNMS). The marine sanctuary
taken up more than 90% of the excess heat billion dollars, including clean-up costs and encompasses a shoreline length of 276 miles
in the climate system, helping to regulate financial losses from fisheries and additional and extends 30 miles from shore. The sanctuary
temperatures on land. ocean-based industries. It is critical that we stop contains a kelp forest and one of the largest
polluting our ocean. underwater canyons in North America. The
2. The ocean feeds us deepest point being 10,663 feet (3,250 meters)
4. We need a healthy ocean to survive which is deeper than the Grand Canyon. Public
The ocean provides our global community recreation activities such as kayaking, SCUBA
with 15% of the animal protein we eat. In The ocean affects us all in positive ways, no diving, and surfing are allowed, along with
the least-developed countries, seafood is the matter if you live on the coastline or in the commercial fishing.
primary source of protein for over 50% of the desert. It provides climate regulation, food, jobs,
population. It is therefore critical to protect the livelihoods, and economic progress. Thus, we The unique combination of geology, climate,
ocean’s biodiversity and practice sustainable must work together to protect and save the and currents make sanctuaries important
fishing strategies for continued consumption. ocean for the sake of our future survival on this contributors in a productive ocean ecosystem for
Currently, more than 10 million tons of fish go to planet. the entire world. I encourage anyone to explore
waste every year because of destructive fishing the sanctuaries near your area and discover the
practices. This is enough to fill 4,500 Olympic- We cannot talk about the oceans without amazing ecosystem and explore the benefits
sized swimming pools. Without significant mentioning Marine Sanctuaries. Marine they contribute to humanity. n
change, UNESCO predicts more than 50% of sanctuaries are majestic, and nature’s wonders
the world’s marine species may face extinction beneath the ocean and surroundings. It is
Sources:
by 2100. important for all of us to do our part in helping
„ https://oceanservice.noaa.gov/facts/why-
maintain our sanctuaries clean and healthy
care-about-ocean.html
3. The ocean provides jobs and for our planet. Sanctuaries not only provide a
„ https://www.montereybayaquarium.
livelihoods safe ecosystem for ocean animals, but they
org/visit/monterey-area/monterey-bay-
also contribute tremendously to our human
national-marine-sanctuary
The ocean provides livelihoods to 3 billion existence. Marine sanctuaries are not only
„ https://montereybay.noaa.gov/intro/
people, nearly 50% of the entire global healthy ecosystems and a safe habitat for
welcome.html

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LanguageLife February 2023 / Page 8

I MADE A DIFFERENCE

On This Call I Made a Difference

Hermann Grünbaum, Performance Manager

We can draw great satisfaction from interpreting

calls with inherent difficulties, especially when
they involve people that spark our interest and
are doing well. Please share with us calls that
presented difficulties that you overcame allowing
you to make a positive difference on the call –
send to [email protected]

I WAS THRILLED
Regina Shcherbinina, Russian Interpreter

Some calls can be challenging, especially from

a specialist of the intersecting disciplines. I got
a 1.5-hour call from a female technician who On this recent call he had completed close to experienced and their consequent devastation.
was on a home visit. Yesterday, after 10 months, the required time per month. He was advised As I saw the impacting videos taken by the
I got a call from the same patient. The man has to use it as much as possible and allowed to locals, I could only think of the pain, the physical
multiple brain tumors. take some of the breaks throughout the day and emotional devastation that all the people
or to compensate for the missing time on the involved are experiencing. But especially, my
I was thrilled to know that the patient was still weekends. thoughts went to the people who lost everything
alive, but I couldn't reveal myself, otherwise it and lost everyone they could rely on and that
could prolong the call. I recognized them when The lady will come to see him again in a month. will probably migrate to other countries to look
the home attendant with some distinctive accent To be continued... for help, and maybe start a new life.
called his client warmly, and in a certain manner
as if he was his relative, "uncle XYZ." P.S. We can call some elderly people aunties I thought to myself: here’s where we step in
and uncles in my country, even if they are not to serve as interpreters and our role becomes
Back in February, she was assisting two men our family members if we know them well. so vital. Whether these people start to receive
with an installation of TTFields which had help from foreign countries in their own country
several parts and cables of 2 colors. It was not ON THESE CALLS WE MAKE A or whether they travel to another place to
easy-peasy to translate because you don't see DIFFERENCE look for help, they are going to face language
the medical equipment in front of you, you just Sabicamil Siverio, Spanish Interpreter barriers. Maybe we will never be involved in this
hear about the different connection cables, specific scenario in helping the Turkish people
boxes and plugs that must be attached to each Today, as I was reflecting on the earthquakes but, every day we have the opportunity to help
other carefully and the arrays placed on a head that affected Turkey and Syria and that it people to connect with the services they need
with the utmost care. The technician explained captured the attention of the whole world. and providers with the people they want to
how to use it outside with the portable batteries I felt like crafting a message for my fellow serve. People who might have come from other
and a bag. interpreters taking this situation as a countries with national difficulties.
background for encouragement.
Both LEP callers had so many questions, and I don’t know about you, but that makes me
the patient was upset to hear that the wearing Hello fellow interpreters, I hope you are having a appreciate what I do as an interpreter. I hope it
of the transducer arrays during his sleep was great week. I’m just passing by to give you some has the same impact on you.
mandatory, as it was very uncomfortable. He encouragement and perspective as we fulfill our
needed to wear the device, as he called it, “a duties today. Happy and purposeful interpreting! n
bandage on my head,” for at least 18 hours per
day so that the electric signals could kill the Yesterday, I saw news that is shaking the world
cancer cells. right now: the earthquakes that Turkey and Syria

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LanguageLife February 2023 / Page 9

TRAINING UPDATE

What Is the Difference Between a Bank and a Credit Union?

Lucero de la Torre, Trainer

To successfully interpret banking calls, maintenance costs and fees, lower interest rates able to offer a similar service due to the sheer
interpreters need a good grasp of banking on loans, and higher yield rates on savings and volume of customers.
terminology. This will ensure that the limited investment accounts.
English-speaking customers have the necessary Understanding the differences and similarities
information to make the best decisions. To this Another difference is that banks are more can make these calls easier to interpret. n
end, let’s explore the differences and similarities widely available throughout the country with
between banks and credit unions. branches and ATMs in multiple locations. Also, Sources:
banks are usually innovators of new technology. „ https://www.bankrate.com/banking/banks-
Some of the similarities include the products Mobile banking apps and online services tend to vs-credit-unions/#popular
and services they offer such as checking and be more advanced and practical than their credit „ https://www.forbes.com/advisor/banking/
savings accounts, credit cards, certificates union counterparts. On the other hand, credit difference-between-bank-and-credit-union/
of deposit, loans, etcetera. One of the main unions will usually service smaller areas. Usually, „ https://money.usnews.com/banking/articles/
differences is that banks are for-profit to become a member, people must belong to the the-pros-and-cons-of-a-credit-union-
organizations. They are either privately owned same workplace, church, or community. Further versus-a-bank
or traded publicly on the stock market. As a eligibility requirements are less stringent than „ https://www.vermontfederal.org/blog/7-
business, a bank will strive to make profits they would be for a bank. differences-between-credit-unions-banks
and pay returns to its investors. A credit union „ https://www.creditkarma.com/advice/i/
is a nonprofit institution. It works similarly to Banks offer a wider range of services like difference-between-credit-union-and-bank
a cooperative, in which all its members are money market accounts and more varied
co-owners and have some level of input in investment opportunities. Credit unions, being
the way the institution is managed. Because smaller, and community-based, can afford to
making a profit for the shareholders is not the provide more individualized customer service
main purpose, credit unions can offer lower and financial counseling. Banks may not be

THE LIGHTER SIDE

The Lighter Side
Loly Lopez, Training Manager, CMI

A dialog between two chefs:

„ I doughnot belong here!
„ How come? You're a real pizzawork!
„ I value your friend-chip!
„ Well, it seems I'm your biggest flan!
„ Thank you, but I cannot control my tempura!
„ So, water you going to do?
„ Don't leek my secret, but I've got to make ends meat
„ Please, don't take the path of yeast resistance… n

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 LanguageLife February 2023 / Page 10
CAREER PATH UPDATE

PEAK Program
Herrmann Grünbaum, Performance Manager

Cecillia Wang Ngan Ha Ma

Our PEAK Program, part of our Career Path, reviews the number of
hours of interpretation on a quarterly basis. There are certificates sent to Clara Restrepo Nourhan Elmoghazy
scheduled LanguageLine and TelePerformance interpreters upon reaching Cynthia Rios Olga Cardona
certain milestones. These milestones come at specified intervals and
Daniel Obyrne Olga Clachkova
document the increasing experience from Professional, to Senior, and,
finally, to Master Interpreter. Daping Chen Raquel Brito

Diego Franco Rasmeiy Chhuy

PEAK
Dina Seddik Ronnie Lai
Performance, Experience, And Knowledge Program
Professional growth, encouragement, and satisfaction Elizabeth John Rosario Buery

Farrine Pico Ruowei Chen

PEAK recognizes your experience and allows us to certify you in
Fnu Caiyulan Shar Kay Htoo
accordance with the number of hours you have logged
„ MASTER INTERPRETER 10,000 HOURS Gabriel Pastor-Lugo Stella Chansirik
„ SENIOR INTERPRETER 5,000 HOURS Tatiana Santos
Gabriela Osuna
„ PROFESSIONAL INTERPRETER 2,000 HOURS
Grisel Lechuga Vanessa Carrillo
Beyond quantifying the progression of hours of interpretation, this Guillermo Guzman Vismar Melendez
program provides the following benefits: Youyou Xie
Israel Ramirez
„ Verifiable resume-building tool
„ Frequent requisite for state and federal certifications, college Ivan Umana Mena
courses, etc. (proof of number of hours interpreting) Jarlett Swanson PROFESSIONAL INTERPRETER
„ Showcase for marketable skills
Jing Gao Aaron Hidalgo Guerra
„ Attainable, measurable goals
„ Career Path Johann Ramirez Abdelrahman Metwally

Jose Rodriguez Abuseifin Philips

A big hand to those who have attained the certification thresholds most
Jose Torres Adriana Alvarez Garrido Belon
recently!
Katherine Cheung Adriana Rafaela Martins da Costa

MASTER INTERPRETER Perla Carmona Lai Bing Lui Ahmed Ahmed

Anna Saldivar Ross Rosalva Salinas Ling Yang Aizo Nokes

Barbara Colon Sharon Wu Lisa Martinez Alberto Castro

Dianna Aponte Luis Rojas Alberto Fong

Fred Kim SENIOR INTERPRETER Marie Lourdes Garcon Alejandro Miranda Miranda

Johanna Rodriguez Ahmed Abdulkadir Mary Theodoridis Ana Agamez Silva

Li Su Aichata Keita Mei Zhang Ana Mora

Maricela Uribe Alan Montenegro Cruz Miranda Wang Andrea Cruz Ramos

Mariya Bandaevskaya Amin Abd ElFattah Mitra Khalili Andrea Gonzales Galvez

Nilufar Azad Andrea Briceno Arguedas Monica Galarza Andrea Hernandez Fernandez

Olga Lujan Benedict Tee Nereida Gonzalez continued on page 11 >

© 2023 LanguageLine Solutions. All Rights Reserved. Proprietary Information

 LanguageLife February 2023 / Page 11
CAREER PATH UPDATE

PEAK Program continued

Andreina Cabrera Rivera Daniela Lara Francisco Castanon Galindo Josue De Paz Lopez

Andres Aguirre Argenal Daniela Vargas Velasquez Francisco Olivas Alvear Juan Alvarez Centeno

Andres Benavides David Darian Palacios Trampe Franco Huerta Cier Juan Gutierrez Medina

Anna Tu Darling Gomez Geydis Medina Juan Ramirez Botero

Annie Chao Burgos Darlyn Paulino Gianluca Galvez Castillo Juliana Cascante Fallas

Bassem Al Nawawy David Alarcon Gloria Paredes Karla Bueno

Beatriz Cintron Gonzalez David Baer Hector Guevara Borgards Katerine Gallo Caceres

Benard Zifla David Gaucin Hector Solis Kawai Padgett

Bency Alphonse David Linares Pava Hetell Infante Arce Kelly Reyes Elvir

Bertha Payen David Paredes Hilda Jara Sanchez Kevin Cruz Rodriguez

Boguslawa Brzezinska Deivid Melo Tobar Hong Chen Kiara Ormeno

Bonnie Yan Denice Vidana Ignacia Heidke Klenti Toska

Bremelin Lemus Dia Henderson Ingrid Gutierrez Masmela Laura Conrad-Algarin

Brenda Flores Diana Flores Valladares Ionela Serban Laura Merida Navarro

Brenda Saenz Diana Gonzalez Irene Yurrita Uriguen Laura Salomon Ariza

Carolina Becerra Diego Delgado Gomez Iwona Hass Laura Sandoval Sosa

Cat Bui Dienis Nurmukhamietov Jackeline Pineda Leonardo Tasama Ruales

Cesar Ibarra Diomedes Villegas Villafuerte Janet Quiroz Leslie Barrios Escobar

Cesar Lengua Rivas Plata Dirk Legein Duharte Jaqueline Torres-Valencia Lesly Gutierrez Medina

Cesar Moran Aguilar Dounia Mena Natareno Jennifer Paredes Vega Lester Aleman Cruz

Chann Chia Edith Venegas Jeremy Roldan Colon Liliana Zatarain

Chiew Nai Ng Eimy Bejarano Machuca Jesus Zeballos Delgado Lincon Quinn Lampson

Chikako Lyles Ephrem Wondimteka Jia Le Fong Linh Hoang

Cindy Perez Bustillo Ernesto Lorenzana Aparicio Jianli Faucher Liza Garcia Crespo

Cinthia Vasquez Fernandez Estefani Posas Martinez Jin Yuan Liu Lourdes Valle Rodriguez

Cintia Bonilla Navas Estefany Abarca-Jaimes Joana Neiva Silva Rosa Lucia Hummel

Claudia Bass Eunice Perez-Hurtado Joe Ann Yap Lucia Santillan Arriaga

Cristal Chairez Evelyn Frausto Joo Oh Luis Lara Mirabal

Cristian Quintanilla Hernandez Evelyn Martinez Gonzalez de Jorge Arango Restrepo Monica Lopez Velasco

Crystal Castaneda-Celis Maldonado Jorge Barcenas-Vela Maday Guzman

Damber Khanal Fady Samak Jorge Menendez Vides Maicol Fernandez Herrera

Danela Orellana Hernandez Felix Lum Jose Mazariego Santamaria Manuel Magallanes

Daniel Marin Villada Ferdy Barrios Garcia Joshua Bittar Sanchez Maria Acevedo de Paredes

Daniela De Avila Fiona Shukle Joshua Gonzalez Flores continued on page 12 >

© 2023 LanguageLine Solutions. All Rights Reserved. Proprietary Information

 LanguageLife February 2023 / Page 12
CAREER PATH UPDATE

PEAK Program continued

Maria Cantillo Mutong Niu Sky Ntxwj Yohana Martinez Funes

Maria Elvir Mendoza Natali Mosquea Snezana Sullivan Yun Yee Chiok

Maria Estrada Nicolle Calvillo Fonseca Sol Muchaypina La Madrid Yvonne Waller

Maria Fernanda Claudio Flores Nida Malik Sonia Chinchilla-Roberts Zozum Kuihon

Maria Fung Ninoshka Pardo Maurer Sophia Calvano Zulema Garcia n

Maria Gonzalez Miranda Noah Tsegay Stefany Funes Bautista

Maria Merlo Martinez Norma Lainez de Gonzalez SunJung Kim
Maria Morales Payes Nuno Ricardo Esteves Magno Susana Jimenez
Maria Moran Arteaga Monteiro de Barros Susana Ojeda Minano
Maria Otero Castillo Nushin Selseleh Castro Szymon Bandosz
Maria Rosa Galvez Martinez de Oswaldo Suarez Colindres Tamara Lange
Berninzon Pablo Sanchez Sandoval Tania Rodriguez Talavera
Maria Sanchez Valdez Paolo Pajares Nunez Del Prado Tatiana Bolanos Rodriguez
Mariam Omar Paul Lara Valdes Teck Eng Hii
Marian Youssef Paula Aguirre Thanh Nguyen
Mariia Litvak Paula Lemos Moreno Tiago Alexandre Vicente Inacio
Marina Enriquez Pedro Arce Tomas Usuga Chahin
Maritza Jerez Polanco Pedro Villegas Trang Hoang
Marlene Gonzalez Pierangelo Epis Tu Huynh Do
Martha Torres Qing Lin Tung Nguyen
Martin Arroyo Rekik Degu Tung Tran
Masayo Munemura Ricardo Cuellar Gomez Valentina Gonzalez Chahin
Mateo Munera Zuluaga Richard Cameron Pineda Valeria Nunez
Mauricio Orellana Flores Rosa Gomez Alvarez Valeria Rodriguez
Maya Abdallah Ruth Gomez Vasco Zevallos Borges
Mefambi Nelson Samson Neamen Viviana Guerrero Orcasita
Melanie Gonzalez Di Bella Santiago Brand Lopez Wen Sze Ooi
Melany Davila Silva Santiago Garces Cortes Wendy Nguyen
Melissa Betancourth Santiago Yepes Gonzalez Ximena Castellano Arguello de
Michelle Lacayo Herrarte Seidy Espinal Velasquez Escamilla
Min Mok Selamawit Lebelo Xiomara Cubillas Chappe
Mina Gerges Sevim Yurtseven Xochilt Martinez Carcamo
Miriam Egoavil Gomez Shakira Rico Yang Wang
Mun Wei Cheah Siu Chung Wong Yashi Huang

© 2023 LanguageLine Solutions. All Rights Reserved. Proprietary Information

LanguageLife February 2023 / Page 13

“At the end, the LEP caller felt

INTERPRETER COMMENDATIONS
heard and understood.” Commendations
Thank You!
Here is a list of those whose performance
Mélida Fernández-Gómez, Quality Assurance Director “The interpreter used active
prompted our customers to submit
Hermann Grünbaum, Performance Manager listening and effective
commendations last month. Please note
communication during their that this list may not be all-inclusive.
Clients appreciate it when an interpreter encounter.”
displays positive sentiments, especially when
Abdulkadir Yagub Farah (2)
they project the client’s own tone, demeanor and
Abraham Rayo Solorzano
sentiments to the LEP caller. They feel that their her voice projected kindness, friendliness,
Alessandra Ogna Meza
customer was treated well, and their information and great customer service. We were on
Alex Jacome Cicenia
was conveyed perfectly. Thank you, interpreters, the phone for almost 2 hours, but she kept Ali Can Demir
for going beyond mere translation to help clients going and was ready to work. She was Alma Dimas
communicate! amazing. We were very productive, and she Andres Rios Perez
was easy to work with. Angela Aguilera Garcia
„ We are having to deliver difficult news Angelica Cortez Ramirez
Antonietta Ferreri
since their policy premiums are going up; „ John Espinoza Contrearas was kind and
Antonio Guerrero Serrano
the calls take a long time, and it is hard attentive during a 2-hour long assessment Antonio Rodrigues
information. With Nanette Cruz's help, with me as the nurse and a Spanish Ariel Alejandro Lopez Zarco
she carried my voice and tonal quality and speaking consumer. John was so patient Attila Banyasz
empathy, which is very difficult on these and has such a great attitude towards his Brenda Yanez
calls, and I think as the person who looks job. He asked for repetitions to make sure Carla Rodriguez
for interpretation that this is the way it Carlos Nizama Olaya
he was doing a precise job; he seemed like
Cynthia Paola Marin Esparza
should be done. he genuinely wanted to help the nurse and
Daniel Reynoso
the consumer. Thank you, John! Daniel Rodriguez Correa
„ The family was very concerned about their Daniela Tito Bustios
loved one and had a lot of questions. The „ Angela Aguilera Garcia was fantastic David Santos Munoz
interpreter, Helen Clark Vargas, was very today! She was interpreting for me with Diana Perea Martinez
compassionate and translated in a way a customer who had some difficulty Diana Silva
Eduardo Santos Vega
with her voice that immediately put the describing the scene of the car accident
Enrique Gomez Gonzalez
family at ease. It was her compassionate he was in, and the interpreter asked Enrique Tamarit
tone when translating when she sensed clarifying questions for me and relayed Esther Cerrato Galeas
the importance of the questions and replied the information in a way that helped me Esther Matautia
with our answers in such a compassionate understand. She was very efficient with Eva Rossina Aguilar Lugo Gerez
way and so professionally. The family felt interpreting the long verbal disclosures I Francisco Cardiel lugo
reassured that their loved one is getting Gabriel Barrantes Muñoz
need to say. She was able to communicate
Gabriela Itzel Cuenca Pastrana
great care. I hope you can recognize her. the full statements at once with no breaks.
Gideon Urrea Small
Her tone while speaking with the customer Guido Mendoza Rodriguez
„ We were on the phone for 1 hour 45 was kind and patient. Honestly, I have Hedvika Gregorova
minutes calling patients. We had a patient enjoyed working with all your interpreters in Helen Clark Vargas
hung up on us, another one saying she the past, but this employee in particular is Hiram Gustavo Valles Castrejon
was not the patient even when she was. a step above the others. Thank you for your Isis Barberena
Jasmine Jimenez
Leticia Macias was so nice, so friendly, help today!
Javier Rodriguez Ibarra
so professional, and very thorough. Every
Jennifer Sierra Delgado
patient seemed very happy and satisfied „ Subhopratim Chawhury was amazing. Jessica Tucker
after we hung up with her. The messages He really cares about his job, and it Jianying Zhu
she left for patients that did not answer Jinho Choi
continued on page 14 > Joan Olano Ugarte
continued on page 15 >
© 2023 LanguageLine Solutions. All Rights Reserved. Proprietary Information
LanguageLife February 2023 / Page 14

“She was very compassionate and

INTERPRETER COMMENDATIONS
translated in a way with her voice that
Thank You! - continued “...Her voice projected immediately put the family at ease.”
“He seemed like he kindness, friendliness, and
shows through the way he speaks to genuinely wanted to great customer service.”
the customer. He was so attentive and today, and I wanted to make your agency
help the nurse and
patient during a 2-hour assessment and aware of her great work ethic.!
the consumer.”
did not get frustrated when I had to ask
the Bengali consumer one question many „ II just wanted to say how wonderful
times. Subhopratim was patient and kind to have her as the interpreter and look Nuamneihat Tungnung for Zo is. I gave
and told me that he is happy to repeat forward to speaking with her again. Monica her lots of information, and she interpreted
himself as it is his job. I have not written a is a great asset to your company. Thank it all. I am very impressed with her.
commendation before for any interpreter you, Monica!
despite having to use LanguageLine „ Vipul Pandya for Gujarati did a fantastic
Solutions interpreters on a weekly basis, „ I wanted you all to know that Jennifer job with the assessment; he was clear and
Sierra Delgado was very helpful. The professional and showed a lot of authority.
but Subhopratim excelled in performance,
interpreter did a very crisp, quick, accurate, The patient's husband was interjecting, and
and I feel as though he needs to be
and professional interpretation. She was he handled it very well.
recognized. Thank you Subhopratim!
thorough, and polite and facilitated the “...What she did was make sure
„ Eva Rossina Aguilar worked with me patient's encounter. I know a little Spanish, our insured provided information in
on a lengthy sales call with a Spanish so I was able to know she was very small, concise bits that she could
speaker, and she was an absolute rock- accurate. Thank you! interpret exactly as he stated. She did
star throughout the entire call. I deeply it in a way that was very warm and
appreciated her work and patience with „ I want to thank Yee Leng Loh for being accommodating...”
me and my client. It was a very long so patient and for doing such a great job
call, and she remained kind, patient, and relaying my message to my Mandarin
professional throughout. Awesome job! patient. The patient repeated the things I „ Enrique Tamarit did a wonderful job as an
said back to me, and always, these were interpreter! He went above and beyond by
„ We speak just enough Spanish just to know perfect, so I know she took a lot of care in assisting me speaking with the customer
how accurate Andres Perez Rios was. doing that. Thank you so much! multiple times to ensure understanding
He relayed with perfect accuracy. He had a when the customer did not seem to grasp
very pleasant demeanor; you could tell he „ I wanted to thank the Korean interpreter, what I was explaining. He was patient
loved his job. Sung Ja Widener, for her patience with on both sides, able to relay a reasonable
me and our member. The interpreter amount of information clearly, and
„ I am reaching out to say thank you and give did a great job translating long portions made the process much easier. I cannot
some good words about the interpreter of information. The member even commend him enough for the job he did on
complimented the interpreter as there were this call!
by the name of Monica Susana Gallo.
She was really nice, and the conversation instances were either of us talked for a
while, and that is why the member said this „ This is the best interpreter I have ever had!
flowed very easily. It was really great to
interpreter has been the best one they have Hands down because Sergio Figueroa
have her as an interpreter; she was able to
ever had, and I reciprocate that because it Castaneda was able to assist exactly as
communicate everything to the customer;
is the best I have ever had. Thank you! intended. It's been 5 years for me using
her language skills were great, and she
interpreters, and Sergio was very thorough
was very professional. These calls with
and articulate and was able to transmit
interpreters can sometimes be difficult „ I spoke with one of your interpreters today,
exactly the information needed with the
and long because of the language barrier and I just wanted to reach out letting you
appropriate medical jargon. The back and
and the subject, which is very important, know she did a fantastic job! Her name is
forth was thorough, and I did not need
but with Monica it was like I was talking to Natalia Andrade Schwerin. She made
to clarify or repeat myself for anything
the customer directly. I was so fortunate my appointment with my client very easy
continued on page 15 >
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LanguageLife February 2023 / Page 15

INTERPRETER COMMENDATIONS

Thank You! - continued Jocelyn Contreras Cardona

John Espinoza Contreras
on what was being relayed. Sergio was then he communicated the information in Junior Portugal Rivas
phenomenal and the best interpreter I have Turkish to the wife. He was able to navigate Karina Paola Miranda Palacios
Karla Marcano Miranda
ever had. I wish I could get him every time through that confusing situation very well
Kumar Vishal
because he is excellent! because, like I said, the husband spoke
Leticia Macias
Kurdish. There were instances where both Lila Tapley
„ I loved his work. I could tell that the of them were speaking Kurdish, so the Lorenzo Gomez Sanchez
parent was the priority at all times. Guido interpreter was kind enough to encourage Ma. del Carmen Cano Prieto
Mendoza Rodriguez was clarifying for the them to speak Turkish for him to assist Maria Cortes Acosta
parent; it was really great; he interpreted them. I was talking about genetics' matters Maria Fernanda Juarez Vazquez
exactly what was said; he was respectful regarding the couple and the fact that Mariia Holod
and knowledgeable. they are related, and the interpreter was Marisol Pagan
Mi Kie Lim
able to find the appropriate words in order
Miguel Antonio Real Pizana
„ Just wanted to take a moment and tell to make it less offensive or shocking in
Monica Acevedo Diaz
you that I had a wonderful experience their language. By the end of the session, Monica Susana Gallo Riofrio
with interpreter Valeria Diaz Lizarraga. the husband thanked the interpreter for Monika Gray
She spoke clearly to both the patient a job well done, and he actually asked to Nadiia Shtarova
and me. She did a wonderful job! When have the same interpreter again for future Nanette Cruz
the interpreters do a good job, it makes appointments. Thank you, interpreter, for Natalia Andrade Schwerin
communicating with my patients so much making sure all the information being Niodaliz Viera
Norma Gutierrez
easier. I really appreciate it! discussed was successfully relayed across.
Nuamneihat Tungnung
He made it very easily, and I appreciate his
Omar Moussa Eldeeb
„ The interpreter was of extreme help patience as there were three languages Osama Sharaf Aldeen
and has been one of the best language spoken, but the interpreter was able to Paulina Jardon Rodriguez
interpreters I have ever worked with. She manage in the ones he was able to assist Pedro Gilberto Hernandez Ibarra
went above and beyond and was so patient on, therefore, thank you very much for his Quan Dao
with me and the client during the process. excellent service! Rocio Cavagnaro
She was so efficient at understanding the Sabin Sano
situation without being here, making it „ It was a fabulous experience with Sabrina Suarez Escalante
Sandra Lee Vizcarra
an all-around great customer experience interpreter Pedro Gilberto Hernandez.
Sergio Chinchilla
for me and the client I was opening We had a little difficulty with navigation,
Sergio Figueroa Castaneda
the checking account for. Please tell but the interpreter was very adaptive Sham Gebremeskel
management that Norma Gutierrez goes and quick and was able to smooth the Silvia Yareni Beltran Aviles
above and beyond when providing the communication, so I wanted to give the Sofia Carpio Olascoaga
service. She is the best and most efficient highest rate possible to the interpreter Sofia Mendoza Aravena
language interpreter I have ever used. as it was an excellent interpreter and an Sozy Saleh
Thank you! excellent service! Subhopratim Chowdhury
Sung Ja Widener
Sylvia Rosaura Briseno Camacho
„ I wanted to let you know how helpful Ali „ I just had a long interpretation call in
Tanushka Velez Aymat
Can Demir was even before the patient Ukrainian with a caller who was struggling
Tayari Patt
entered the room. The husband spoke with landlord issues. I want to send a shout Tianying Li
English, and the wife spoke Turkish, and out to Nadia Shtarova. She was kind, Valeria Diaz Lizarraga
even though it was not possible for the thorough, and kept me in the loop when I Valery Santiago Lopez
interpreter to assist with Kurdish, he was asked a short question which resulted in Vipul Pandya
able to assist me interpreting when the a long answer. Overall, Nadia was a great Vy Pham
husband spoke to me in English, and Wai Yip Lee
continued on page 16 > Winner Huertas Fontalvo
Yee Leng Loh n
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LanguageLife February 2023 / Page 16

INTERPRETER COMMENDATIONS

Thank You! - continued

liaison between me and the caller. At the

end, he felt heard and understood.

„ The PCR stated Gideon Urrea Small was

amazing and one of the best interpreters
that they have had. The interpreter
was very professional and provided
great customer service. The interpreter
used active listening and effective
communication during their encounter. Can
you please pass this along and thank the
team member for their excellence when
providing their services to our patients?

„ She was great. Valery Santiago Lopez

was absolutely amazing; the call was very executed with professionalism, and I
smooth, no hiccups, and I just wanted to am confident that my Punjabi customer „ I received a call from a Hungarian woman
congratulate her on a job well done. By left the call without any confusion of our whose partner was unconscious and
far the best translator I have had. She was expectations and his next steps. Normally, not breathing very well. Attila Banyasz
absolutely amazing. I find translation calls to be exhausting, was connected straight away and was
and they are my least favorite. However, an absolute star all the way through the
„ Esther Matautia was professional and he made it a very smooth process. Please call. During the call the patient went into
patient and helped problem solve when we thank him for me again! cardiac arrest, and the translator translated
were having technical difficulties reaching every instruction clearly and in a timely
the Samoan client. I greatly appreciated „ Antonio Rodrigues for Portuguese was manner, allowing the caller to correctly
her assistance, which made my first great, absolutely thorough and professional carry out the instructions given, in turn
experience with LanguageLine a very and ran extra smooth. He was outstanding giving the patient the best care possible.
positive one. and an extra special thank you to him! The translator spoke in a calm, collected
manner the whole way through what was
„ Mi Kie Lim went above and beyond to „ My goodness, Ma. del Carmen Cano a long and emotional call. On arrival of the
help me with my Mandarin call. He was Prieto was calm and patient. She took crew, the translator stayed on the line so
super patient, very clear and even made the time to fully explain to our insured the that he could translate for the crew and the
suggestions. He also offered to stay on best way to use the interpreter. It made caller, which was very much appreciated.
the call to help get the son on the line for the recorded statement take less than 30 When the caller spoke to the translator to
another statement. He was a pleasure to minutes, and she made my insured feel so tell him what was happening, the translator
work with. Absolutely the best interpreter comfortable talking to us. Even our insured offered her reassurances and translated to
service call I've had. complimented her at the end of the call. me and the crew everything the caller was
Specifically, what she did was make sure saying. The total call length was just over
„ Typically, I am not one for sending our insured provided information in small, an hour and the translator stayed on the
messages of this sort. However, an agent concise bits that she could interpret exactly line the whole time, until the crew advised
by the name of Kumar Vishal provided a as he stated. She did it in a way that was the patient had passed away and advised
level of service that you should consider very warm and accommodating to the we could clear the line. Please could you
setting as the standard for service delivery. insured. I would use her every single time pass on my gratitude to the translator and
He made it a point to jot down the details if possible. let him know that the service he provided
of a very complex story. The call was was very much appreciated. n

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