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Call Process

The document outlines the call process for interpreters, including greeting the agent and the limited English proficient (LEP) person. It emphasizes the importance of clear communication and gathering necessary information before starting the session. The closing remarks encourage further assistance and express gratitude for the call.

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5 views

Call Process

The document outlines the call process for interpreters, including greeting the agent and the limited English proficient (LEP) person. It emphasizes the importance of clear communication and gathering necessary information before starting the session. The closing remarks encourage further assistance and express gratitude for the call.

Uploaded by

slevinzed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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ENGLISH

CALL PROCESS

GREET THE AGENT:


"Hello * , this is your (Language)____________ interpreter (ID Number)___________.
I look forward to helping you today. Please speak clearly and use short
phrases. How may I help you?"

* "Hello" can be replaced with "good morning/afternoon/evening."

IF PROVIDED, MAKE NOTE OF THE FOLLOWING:

Agent's Name: _____________________________________________________________________


Department: _______________________________________________________________________
Disclosures: _______________________________________________________________________

BEGIN THE SESSION BY ASKING:

"May I Introduce myself to your customer/patient?"

GREET THE LEP PERSON IN TARGET LANGUAGE:


"_____________________________________________________________________________________
______________________________________________________________________________________
_____________________________________________________________________________________."

If applicable, interpret the information provided by the Agent at the


beginning of the call (agent's name, department, disclosures).

BEGIN THE SESSION BY INFORMING THE AGENT:

"You may now begin."

CLOSING:

"Is there anything else the interpreter can help you with?"
"Thank you for calling. Have a nice day."

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