Over-The-Phone Interpretation (OPI) Interpreter Resource Guide

IC Over-The-Phone Interpretation (OPI)
Resource Guide
Strictly for use by current independently contracted interpreters
CyraCom International, Inc.

IC Over-the-Phone Interpretation Resource Guide
Table of Contents
TABLE OF CONTENTS.............................................................................................................................................. 1
INTRODUCTION ..................................................................................................................................................... 3
OVERVIEW OF CLIENT SERVICES CONTRACTOR MANAGEMENT ............................................................................. 3
IMPORTANT CONTACT INFORMATION .................................................................................................................. 3
CYRACOM INTERNATIONAL, INC. JARGON ............................................................................................................. 3
INDEPENDENT CONTRACTOR (IC) STATUS.............................................................................................................. 4
CYRACOM PROTOCOLS AND BEST PRACTICES ........................................................................................................ 4
ESSENTIAL PROTOCOLS AND BEST PRACTICES ................................................................................................................4
WHY CONSECUTIVE INTERPRETATION IS OFTEN PREFERABLE .........................................................................................5
EXCEPTIONS TO USING FIRST PERSON PROTOCOL ...........................................................................................................5
CONDUIT ROLE ............................................................................................................................................................6
A CYRACOM INTERPRETER WILL NEVER BE AN ADVOCATE ............................................................................................6
HANDLE SPECIAL SESSIONS AND REMAIN CALM IN ALL INTERPRETATION SITUATIONS ......................................................6
USE INTERPRETATION TOOLS AVAILABLE ......................................................................................................................7
How to Clarify .......................................................................................................................................................7
TAKE ACCURATE AND CONCISE NOTES ..........................................................................................................................8
Take short, symbolic notes ...................................................................................................................................8
MANAGE WRITTEN NOTES IN A CONFIDENTIAL MANNER ................................................................................................8
Personally Identifiable Information (PII) ..............................................................................................................9
Protected Health Information (PHI) .....................................................................................................................9
Discarding Session Notes......................................................................................................................................9
Do Not Share Session Information With Unauthorized Parties ..........................................................................10
HANDLE INTERPRETATION SESSIONS IN A PROFESSIONAL MANNER................................................................................10
Common Interpretation Errors ...........................................................................................................................10
WORK WITHIN GOVERNMENT REGULATIONS AND GUIDELINES .......................................................................... 17
ADDITIONAL ITEMS ....................................................................................................................................................18
COMPLY WITH FRAUD, WASTE, AND ABUSE (FWA) REQUIREMENTS ................................................................... 19
OPI SPECIFIC INFORMATION ................................................................................................................................ 20
CLEARPATH ...........................................................................................................................................................20
TELEPHONE LOG-IN/OUT ...........................................................................................................................................20
OPERATIONS CENTER .................................................................................................................................................22
Log-In/Out ..........................................................................................................................................................22
Additional Features ............................................................................................................................................23
Operations Center Reporting .............................................................................................................................23
Quality Monitoring History ................................................................................................................................24
Do Not Share Session Information With Unauthorized Parties ..........................................................................25
ACCEPTING CALLS......................................................................................................................................................25
ClearLink ..........................................................................................................................................................25
Pre-Session .........................................................................................................................................................26
OPI Pre-Session Script .........................................................................................................................................26
Short Pre-Session Whisper .................................................................................................................................26
Short Pre-Session Script (only upon short pre-session whisper) ......................................................................26
Post-Session .......................................................................................................................................................26
OPI Post-Session Script .......................................................................................................................................27
ADDITIONAL PERSON ANYTIME, APA (*1, *3, AND *8 FEATURES).................................................................................27
Communicate the Appropriate Script to Clients with Disabled APA Accounts ...................................................27
Script for Clients with Disabled APA Accounts ...................................................................................................27
HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE
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Copyright 2014 CyraCom International, Inc. All rights reserved.
Page 1

Add an Additional Person or Multiple Additional Persons to the Line................................................................27
Disconnect an Additional Person or Additional Persons from the Line ..............................................................28
Script for Adding an Additional Person to the Call .............................................................................................29
INTERNATIONAL COUNTRY CODE DIALING LIST AND INFORMATION ...............................................................................29
Call Transfer Procedure ......................................................................................................................................30
SCRIPT FOR TRANSFERRING TO CLIENT SERVICES .........................................................................................................30
HOW TO RESPOND WHEN ASKED WHERE YOU ARE LOCATED .......................................................................................31
HANDLING SPECIAL OPI SESSIONS ..............................................................................................................................31
When two interpreters are connected at the same time ...................................................................................31
If music is heard upon accepting call .................................................................................................................31
How to Handle an English Speaker with an Unclear Accent: .............................................................................31
HOW TO HANDLE INBOUND CALLS ..............................................................................................................................32
Inbound Calling Script ........................................................................................................................................33
INTERPRETER CODE OF ETHICS ............................................................................................................................ 33
SUPPLEMENTAL INFORMATION ........................................................................................................................... 34
IMPORTANT CONTACT INFORMATION ................................................................................................................ 34

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Introduction
This Over-The-Phone Interpretation (OPI) Resource Guide provides OPI Interpreters with
important information necessary to successfully complete over-the-phone interpreting calls.
Please read it carefully. If you need additional information or have questions please contact the
Client Services Contractor Management Department at cscm@cyracom.com
Overview of Client Services Contractor Management

Client Services Contractor Management (CSCM) provides support, information and assistance
to all current independent contractors. The CSCM team also promotes a cohesive and reliable
independent contractor pool while ensuring CyraCom quality standards are maintained.
Client Services Contractor Managements mission is to provide CyraCom clients with contract
interpreters who:
Are exceptionally skilled and qualified;
Conduct themselves ethically and professionally; and
Possess a passion for interpreting and providing exemplary customer service.
Important Contact Information

Please use the CSCM email address below as your main point of contact for questions,
comments, or concerns.
Client Services Contractor Management (CSCM)
5780 N. Swan Rd. Tucson, AZ 85718
Email: cscm@cyracom.com
Client Services Contractor Management Fax Line (520) 745-9022
Important Note: Business Hours
Client Services Contractor Management (CSCM) business hours are Monday through Friday
8:00 am -5:00 pm Arizona time. If you need assistance outside business hours please send
an email and someone from CSCM will be in touch with you the next business day.
Other Important Contact Information & Links
ClearPath Platform (phone log-in/out)
(800) 317-9351
Corporate Headquarters Main Phone Line
(800) 713-4950
Interpreter Operations Center
https://opscenter.cyracom.com/SignIn.aspx
CyraCom International, Inc. Jargon

As an independent contractor providing language interpretation services on behalf of CyraCom
International, Inc., you will encounter the following company jargon:
APA (*8) Additional Person Anytime phone feature
ClearLink CyraCom International dual-handset phone
ClearPath CyraCom International automated telephone platform
Client term commonly used to refer to the English-speaker
CSCM Client Services Contractor Management
LEP the limited-English proficient person
OPI over-the-phone interpretation

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Independent Contractor (IC) Status
As an Independent Contractor Interpreter, you are not an employee of CyraCom. Rather

you are functioning as a vendor, providing language interpretation services on an IRS
Form 1099 basis. This form is only distributed to independent contractors that have
received total payments greater than $600 during the tax year. Individual forms are
distributed by January 31 of the year following the year during which the payments to the
vendor were made.
Due to employment laws differentiating employees and contractors, CyraCom does not
provide to independent contractors:
o Guaranteed hours, a set schedule, or payment for services not rendered;
o Health care, retirement or paid time-off benefits; or
o Training; or
o Statements to other parties verifying employment, benefits or payments.
In order to maintain your Independent Contractor status with CyraCom, you are required
to:
o Complete all compliance information e-sessions before your initial activation and
each year thereafter at the time of contract renewal; and
o Follow CyraComs specifications as outlined in the IC contract, IC Code of Ethics,
Protocols, Standard Code of Professional Conduct and information e-sessions;
and
o Maintain CyraComs Quality Assurance Standards through meeting monitoring
expectations and upholding a clear history of client complaints; and
o Communicate any problems or concerns to Client Services Contractor
Management (CSCM)
CyraCom Protocols and Best Practices

CyraComs interpretation services focus on complete and accurate interpretation through a
meaning-for-meaning interpretation. The interpreter must follow established CyraCom
specifications to ensure that the interpretation session is successful and facilitates
communication between the English-speaker and the LEP person.
An effective interpretation takes place when the interpreter conveys the exact meaning of the
original message into another language. This includes the content and context of the original
message. It also includes using language and grammatical constructions that indicate the register
and inflection of the original message.
The concept of complete and accurate communication is central to interpretation. Completeness

and accuracy are two distinct concepts in interpretation.
Complete: having all necessary parts, elements, or steps (Merriam-Webster)
Accurate: free from error (Merriam-Webster)
Register is the type of language, including vocabulary and syntax, used in a particular setting.
Essential Protocols and Best Practices
Deliver complete and accurate meaning-for-meaning interpretation

Apply the established code of ethics for independent contractor interpreters
Use consecutive mode of interpretation
Use first person protocol
Remain in the conduit role
Handle special sessions and remain calm in all interpretation situations

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Use interpretation tools

Manage written notes in a confidential manner
Handle interpretation sessions in a professional manner
Focus on avoiding common interpretation errors
Conduct pre-Session
Conduct post-Session
Handling Unknown Terms or Concepts
Additional Person Anytime (APA) Feature
Work within government regulations and guidelines
Why Consecutive Interpretation is Often Preferable

Consecutive interpretation is generally preferred in interpretation. The communication can be
highly technical and requires precision in using the exact term or phrase required in the
situation.
Simultaneous interpretation is utilized in situations that require real time communication flow
(e.g., emergency situations). An effective interpreter possesses the skills needed for each mode
of interpretation and is able to determine in what situations to use which mode.
Exceptions to Using First Person Protocol

There are certain exceptions to using first person protocol. In some situations, interpreting in the
first person might cause the LEP person to become confused. This normally happens if the LEP
person is unable to understand the interpreters role in the conversation. They might get the
impression that the interpreter is directing the conversation, rather than repeating the English
speakers communication. As an example, the LEP person might think that the interpreter is
actually a doctor.
How can the interpreter solve a situation like this? In cases when the LEP person begins to refer
to the interpreter as doctor, the interpreter may provide interpretation in the third person.
Interpreting in the third person will help to clear up confusion for the LEP person about who is
who in the conversation.
The interpreter might need to switch from first person to third person interpretation in the
following situations:
When talking to children

When talking to the elderly
When interpreting psychiatric calls
When referring to a 3rd person Sometimes the LEP person might not be the person
answering the English-speakers questions, when a person is referring to someone else,
the interpreter should keep it in the third person to avoid confusion on who each person
is referring to.

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Conduit Role
The conduit is the most traditional view of the interpreters role and for most interpreters it is the
role most widely performed. The conduit ensures accurate and complete flow of communication
and maintains the integrity of the interpretation through meaning for meaning interpreting. In the
role of the conduit, the interpreter is simply the channel or the means of communication
between the English-speaker and the LEP person.
The interpreter performs different roles when interpreting. Depending on the nature of the
conversation and the institutions rules and regulations, these roles will include the following:
Conduit - The conduit ensures accurate and complete flow of communication and
maintains the integrity of the interpretation through meaning for meaning interpreting.
Clarifier - The clarifier ensures resolution of any confusion or miscommunication due to
the language used, including speakers vocabulary and syntax.
Cultural broker - The cultural broker is one who intervenes in order to share or
exchange cultural information with the intent of ensuring clear communication between
the English-speaker and the LEP person.
Advocate - The advocate intervenes in the interpretation session to ensure that the LEP
person receives the necessary care or is provided guidance that enables the LEP
person to make decisions.
CyraComs interpreters use a model of incremental intervention. Incremental intervention

begins by the interpreter acting as the conduit, transparently interpreting the communication in a
meaning-for-meaning interpretation. Do not assume that an English speaker or LEP person
wont understand a word or cultural term. Wait for clues that the communication is not clear and
then use clarification or cultural broker processes to ensure clarity of communication.
A CyraCom Interpreter Will Never Be An Advocate

Regardless of the roles and boundaries developed by the organization or by the individual
interpreter, the interpreter must only perform the roles and tasks for which he/she is qualified by
training and experience. (NCIHC, 2001)
Handle Special Sessions and Remain Calm in All Interpretation Situations

As interpreters, we have to deal with difficult situations but we are expected to remain
transparent and stay in the conduit role. Situations will vary from death and grieving to
emergency situations.
From time to time you may encounter situations in which you are required to interpret issues
that you are morally or religiously opposed to. CyraComs code of ethics implicitly states that we
are to remain impartial when interpreting. This requires a high degree of professionalism,
especially when we do not agree with the moral or religious topics of conversation that we are
expected to interpret. We must keep our personal opinions, biases and feelings out of the
conversation and manage any internal conflict that might arise when interpreting issues with
which we have moral or religious disagreement.
When you are in one of these interpretation sessions, stay in the conduit role. You should
remain transparent and be aware of your tone. Your tone of voice should reflect the English
speakers and the LEP persons in order to preserve the full meaning of the messages you
interpret. In keeping in the conduit role, at no time should you offer your condolences to any
party. To be able to assure that the session is accurate and complete, make sure that no
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comment or intonation makes the other parties aware of your own personal feelings and/or
emotions.
Important Note: Reminder
Remember, you are there to interpret. At no time should you become an active part of the
conversation. Be professional and courteous without stepping out of your role of the
interpreter.
Use Interpretation Tools Available

How to Clarify
Pay close attention to the LEP person and the English-speaker, looking for signals that may
indicate that there is confusion or that something is not being understood due to language
issues.
Clarification should be handled smoothly and with minimal interruption to the interpretation
session.
Follow these steps:
Notify Clarify Continue
Notify: Politely and briefly interject with a statement such as Sir/Maam, the interpreter
requests clarification on a term. Anytime you are referring to yourself do so as the
interpreter (in third-person) to avoid any confusion on who is initiating the statement.
Example:
Doctor, the interpreter is unfamiliar with a term used; to remain accurate; the interpreter
will need a clarification.
Clarify: Negotiate a clarification by explaining the specific word or concept to be clarified

and letting the caller explain the word or concept. Ensure that you understand the
clarification and then interpret the entire dialogue to the other party.
Example:
Sir/Maam, the interpreter is unfamiliar with the term XR, can you please explain it to the
interpreter so that it can be interpreted accurately to the caller?
Confirm your understanding with the caller and then interpret the entire exchange with to
the other party.
Continue with the interpretation session inserting the description or clarification given to
you by the person you got the clarification from.
Continue: Let the parties know that the clarification is concluded with a phrase such as
please continue or go ahead Sir/Maam.

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Important Note: Do Not Assume
When operating as a cultural broker, there is a danger that the interpreter may inadvertently
offer cultural information as the interpreter views it, not as the caller views it. Remember the
importance of remaining transparent even when in the Cultural Broker role. The interpreter
should never assume that simply because he or she shares the same perceived culture as
the LEP person or English-speaker, that they follow all the same customs and norms as the
interpreter.
Important Note: Side Notes
Interpreters are allowed to include a side note while interpreting. Side notes are useful to
avoid any misunderstanding or miscommunication between the English-speaker and the
LEP person without advocating.
Examples:
Maam this is the interpreter speaking and as a side note, I would like to let you know that
the LEP person keeps stating they do not understand the question.
Sir this is the interpreter speaking and as a side note, I would like to let you know that the
LEP person continues calling you names and using foul language.
Important Note: Interpretation of Sounds

Interpreters are often faced with an LEP person or English-speaker that will say mmh or
aha instead of yes or no. The interpreter should not assume that the mmh or aha is a yes
or no; the interpreter shall repeat the sound exactly as heard or remain silent. It is up to the
other person to clarify if the answer was a yes or a no.
Take Accurate and Concise Notes

Note-taking complements short-term memory in order to help the interpreter repeat the
speakers meaning accurately and completely. Effective notes act as a bridge to fill gaps in an
interpreters short-term memory.
Take short, symbolic notes

Use effective note-taking practices such as taking short symbolic notes to complement
short-term memory and facilitate accurate and complete recall.
Examples:
BP = blood pressure
+ prob = heart problem
Be consistent and always use the same symbols so you can read them as easily as you read
regular words.
Manage Written Notes in a Confidential Manner

As important as it is to take good notes, it is also very important to manage your notes after your
interpretation session to keep confidentiality.

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Confidentiality can be defined as the conservation of types of communication (spoken, written,
acted on) between people. This typically applies to information such as entrusted secrets or
private affairs that are accessible only to those authorized to have access and may not be
discussed or divulged to third parties. This type of information also includes Personally
Identifiable Information (PII) and Protected Health Information (PHI).
Personally Identifiable Information (PII)

Any information about an individual maintained by an agency including any information that can
be used to distinguish or trace an individuals identity.
Examples of PII:
alias
biometric records
date and place of birth
e-mail address
full name
maiden name
mothers maiden name
personal identification number
social security number
street address
Remember that PII can be any information that is linked or linkable to an individual such as
medical, educational, financial, and employment information.
Protected Health Information (PHI)

Identifiable health information that is transmitted by electronic media, paper, and orally.
Examples of PHI:
an individuals allergies
an individuals disease or medical condition
an individuals hereditary conditions
an individuals medications
an individuals mental health information
an individuals payment of care
an individuals test results
an individuals treatment or procedures
Health Insurance Claim Number (HICN)
information that identifies the individual
The following procedures have been set for interpreters to preserve and protect the
confidentiality of interpretation calls:
Discarding Session Notes
Dispose of all hardcopy notes in a secured document destruction bin any time you will
be away from your workstation for an extended period of time, such as logging out for
the day.
Delete all notepad computer notes any time you will be away from your workstation for
an extended period of time, such as logging out for the day.

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Do Not Share Session Information With Unauthorized Parties
Do not share information about the contents of your notes or interpretation calls with
people outside the interpretation session during or after the call.
Important Note: Feedback

Reference to interpretation session details during feedback sessions will be done as needed
for the development of the interpreter in their interpreter role.
Handle Interpretation Sessions in a Professional Manner

To help you identify, avoid, and correct errors, we will review the most common types of
interpretation errors. You should always focus on avoiding interpretation errors.
Common Interpretation Errors

Omission
Omission takes place by leaving out information from the original message when
rendering an interpretation into the other language.
Original Message: I need your name, address and phone number.
Message as Interpreted: I need your name and address.
Addition and embellishment
Addition and embellishment occurs when the interpreter adds information to the
rendered interpretation that was not in the original message.
Original Message: I need your name, address and phone number.
Message as Interpreted: I need your name, address, phone number and social
security number.
Substitution
Substitution occurs when information in the original message is replaced by information
that does not convey the same meaning in the rendered interpretation.
Original Message: Mr. Perez, take 25mg of amoxicillin and 400mg of ibuprofen
every 6 hours for the next 5 days
Message as Interpreted: Mr. Hernandez, take 25g of amoxicillin and 400mg of
ibuprofen every 5 hours for the next 6 days.
Sequence
Sequence errors take place when the interpreter alters the order of information that was
stated in the original message.
Original Message: Take the medication, wait 10 minutes, take your blood
pressure and call the nurse line if there is no change in your condition
Message as Interpreted: Call the nurse line if there is no change in your
condition, take the medication, wait 10 minutes and take your blood pressure.

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Paraphrasing
Paraphrasing occurs when the message is interpreted in the interpreters own words, not
the speakers. Necessary information may be omitted if the interpreter does not feel it is
not important.
Original Message: I slipped on the icy driveway, landed on my tailbone, and
suddenly felt pins and needles in my toes
Message as Interpreted: I slipped on the icy driveway, fell on my backside and
felt kind of funny after that.
Editorializing
Editorializing takes place when the interpreters own views and opinions are inserted into
the speakers original message.
Original Message: The anesthesia will wear off shortly after you are taken to the
recovery room.
Message as Interpreted: The anesthesia will wear off shortly after you are taken
to the recovery room. This is normal for most adults.
False Fluency
When the interpreter uses an incorrect word, such as a false cognate, or a word that
does not exist in the target language, this is known as using false fluency.
Original Message: oral contraceptive
Message as Interpreted: oral counterseptive
Poor Customer Service
Poor customer service is also recognized as a common interpreting error. Poor
customer service can lead to critical errors including:
o
Changes in the meaning of the utterance

Example:
The English speaker, in a cheery voice, says: We were glad to help you, maam. The
interpreter conveys the message in a bored, annoyed form. By changing the tone from
positive and cheery to negative and annoyed, the interpreter has also altered the spirit
and intent of the original message. The resulting interpretation, although complete in
content, has lost its accuracy and no longer carries the same meaning due to the
interpreters lack of enthusiasm.
Negative outcomes for the English speaker and/or LEP person

Example:
The LEP person has recently had a stroke, which affected her speech capability. The
interpreter does not know this and becomes frustrated with the LEP person because she
struggles to talk and is difficult to understand. The interpreter fails to maintain his/her
composure and raises his/her voice to the LEP person You need to speak CLEARLY! I
cannot understand what you are saying! This statement upsets the LEP person and she
refuses to answer further questions. As a result, the English-speaker is now unable to
effectively treat his patient and the patient is unable to properly recuperate from her
stroke.

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o
Customer complaints
Example:
The English speaker says, If you call our toll free 1-800 number, you can receive a $100
rebate on next months electric bill. The number is 1-800-577-9364 (number is read at a
rapid rate)
The interpreter responds, 1-800 what? Youre speaking way too fast, I cant understand
you. As a result, the customer becomes offended at the rude demeanor of the
interpreter. The customer then contacts our Client Services department to file a
complaint.
Loss of a client
After experiencing situations such as the ones in the examples above, the client
decides to terminate their service contract with our company. Our clients want to
gain--not lose business. Poor customer service reflects poorly on the clients
public image and quality of service, which can cause them to lose business.
Ways to promote good customer service include:
Maintain your composure

Project enthusiasm
Project professionalism
Use culturally and linguistically appropriate politeness markers
Remember that critical errors are identified by conceivable:
Changes in the meaning of the utterance

Negative outcomes for the English speaker and/or LEP person
Customer complaints
Loss of a client
Interpretation sessions of long duration

Since you never know how long your next interpretation session will be, it is helpful to always be
prepared for interpretation sessions of long duration. Follow these tips:
Have all the materials you need to take notes, such as paper, pens and pencils.
Have your dictionary and glossary handy.
Scripts are a helpful tool, so keep them where you can easily access them.
Have water or something to drink available, so you can clear your throat and remain
hydrated.
Remain focused on the content of your call, rather than count the minutes.
Use the restroom during all scheduled breaks to reduce the sudden need for biology
breaks during your calls.
Important Note
If you are on a long call but you have submitted a notification to CSCM about a previously
scheduled appointment and have been approved to, you will be able to use the protocol for
transferring the call to Client Services as soon as the conversation allows it.

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When the LEP person and English speaker speak same language
On some interpretation sessions you may notice that the English speaker and/or LEP person
will attempt to speak in the other persons language. In these situations follow the pointers
below:
If one of the parties sporadically attempts to speak the other language (e.g., code
switches), interpret everything that is said.
If either person persists in speaking the other language, ask the English speaker if he or
she would like for you to stay on the session, or if you should end the interpretation
session.
Always address the English speaker by his or her title. This demonstrates respect for
his/her position and will facilitate professional communication.
Handling Unknown Terms or Concepts

Do not hesitate to use your clarification protocols as needed and avoid displaying unconfident
body language.
1. Dictionary Check
[Maam, Sir] the interpreter needs a moment to look up a word.
2. Repetition
[Maam, Sir] the interpreter requires a repetition, could you please repeat the last word/phrase?
[Be as specific as possible when asking what is to be repeated].
3. Verification use this protocol to confirm information.

The interpreter would like to verify, [Maam, Sir] did you state [word or phrase]?
4. Clarification/Explanation of Terms
[Maam, Sir] the interpreter is unfamiliar with a term used; to remain accurate, the interpreter will
need a clarification of [term].
Important Note
NEVER solicit a commendation from the client, only redirect the client back to Client Services
if the client makes the request.
Response when asked for your full name
For interpreter security and privacy purposes, always provide your first name. If the client
specifically requests your last name, you may provide a last name.
How to Respond When Asked for Your Opinion
When asked by an English speaker for your opinion on what the LEP person has just stated:
[Maam, Sir] to ensure an accurate and complete interpretation, the interpreter must refrain from
giving his/her opinion. We may continue when you are ready.
If the English speaker insists or asks a second time:

[Maam, Sir] the interpreter is confident that he/she has interpreted the content and context of the
message and must refrain from commenting. Would you like to rephrase the question?

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If the English speaker continues to insist:
[Maam, Sir], to ensure an accurate and complete interpretation, the interpreter must refrain from
commenting. The interpreter would be glad to connect you to Client Services with any concerns
you may have today.
Important Note
Maintain a calm, confident and professional tone; do not show or hint at your frustration or
annoyance (even if the English speaker sounds annoyed)remember we are transparent in
our approach!
How to Handle Being Left on Hold or Asked to Wait on Hold
If asked to remain on hold by the English speaker, the interpreter asks how long he/she
should wait, then holds for the indicated duration. If the English speaker gives no
directive, the interpreter advises he/she will hold for 10 minutes and then disconnect.
Ensure to mute the call when left on hold.
How to Handle an English Speaker with an Unclear Accent

When not understanding the English speaker:
[Maam, Sir] the interpreter is having difficulty hearing your statement, please repeat slowly.
When not understanding the English speaker a second time:

[Maam, Sir] the interpreter is still having difficulty hearing your statement, please repeat your
statement slowly one more time.
Important Note
Remain patient. Pay special attention to your tone of voice and the pace of delivery of
interpretation. It affects how other parties deliver their message. Note that on the script, the
interpreter asks for the English speaker to speak slowly. Usually, when someone focuses on
a slower delivery they become clearer and easier to understand.
Request to Spell words or to Provide Basic Language Instruction
Our customers, in the interest of helping to facilitate communication with the LEP community,
may ask the interpreter to spell out a few key words in the LEP persons language, such as
Good Morning, Water or Bathroom.
Our objective is to ensure that the customer uses our service to communicate even the most
basic of needs. This guarantees clear and transparent communication in each encounter with
LEP persons.
CyraComs policy is to professionally decline to provide this assistance and briefly explain the
rationale. Please use the script below to address requests of this nature.

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Script for Responding When Asked to Spell Words or Provide Basic Language
Instruction
English speaker: Interpreter, how do you say bathroom in Spanish? Can you spell it out for me
so I can help my clients with simple tasks on my own?
Interpreter: Because it can be tricky to communicate effectively in any language and due to my
role as an interpreter, the interpreter can only provide language interpretation services.
Please feel free to call our service at any time to have any message conveyed accurately.
Important Notes
Keep a very positive tone and emphasize the benefits of our service and that you will
definitely let your supervisor know about this need. Please send the information to
cscm@cyracom.com.
If the English speaker calls, without a LEP person on the phone, and only wants to
know how to say a simple word, you may use your judgment and provide the word,
without spelling it. The above script is for requests that arise in the course of a normal
interpretation session.
Exceptions
Although rare, at times you may face situations in which a caller is unable to spell. You should
not ask a caller if they are literate; this is for the English speaker and the LEP person to clearly
determine without your interference. To promote customer service, you may step out of your
conduit role in these rare situations and assist the caller.
Another rare situation may arise during APA calls. The client may ask you for the pronunciation
of a name in order to address their caller appropriately. To promote customer service, you may
provide a recommended pronunciation but should always offer to confirm it with the caller once
they are on the line.
With the exception of rare situations such as these two; the interpreter should remain
transparent and utilize the How to Respond to Requests to Spell Words or Provide Language
Instruction established protocol.
Script: Exceptions for Requests to Spell Words
Example:
a) This is the interpreter speaking; in this situation the interpreter can recommend a spelling.
If the caller accepts, proceed with:
b) (word) can be spelled (spelling)
Important Note
Notice the verbiage states can be spelled instead of is spelled. You should only provide
this exception if you are certain of the spelling but should never word it as a definite answer.
Remember that you are basing the spelling on your experience and knowledge but the
information is actually originating from the caller not from you.

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Script: Exceptions for Requests to Pronounce Words
Example:
The interpreter would recommend pronouncing it (pronunciation). Would you like the interpreter
to confirm it with the caller once they are connected?
How to Handle a Request to Monitor an Ad-Hoc Interpreter

Occasionally a LEP person may decline to use an interpreter and request that another bilingual
individual interpret instead. In this case, the English speaker may request that you monitor this
conversation and identify any errors made by the ad-hoc interpreter.
In this situation, you will seek to identify Common Interpretation Errors.
However, in a monitoring situation, you will want to identify only those errors that significantly
alter the message.
This monitoring process is also referred to as identifying second errors. A second error is
when the person interpreting is corrected by a second interpreter.
If you hear an interpretation mistake do the following:
Notify the English speaker that you heard an inaccurate interpretation.
Interpret exactly what you heard into English in order for the English speaker to
understand the nature of the ad-hoc interpreters error.
Important Notes
Avoid drawing the ad-hoc interpreter into a conversation or debate
After identifying a second error committed by the ad-hoc interpreter, do not engage
in conversation or further elaboration. After you have identified an error, if the ad-hoc
interpreter challenges your correction, simply state that you stand by your statement
and let them continue as they see fit. If the English speaker asks you to expand on
your clarification, indicate that they should direct their questions to the ad-hoc
interpreter.
Script for monitoring ad-hoc interpreters:

English speaker to Interpreter: The caller has requested that another party provide interpretation. I am
requesting that you monitor this interaction and identify any errors.
Interpreter to English speaker: I understand. If I believe there is an error, I will identify it for you. If you
have further questions at that point, please direct them to the callers interpreter.
At this point, the CyraCom interpreters role is to listen to the ad-hoc interpreters interpretation.
If an error is made, notify the English speaker before the next phrase is delivered.
Error Identification - Interpreter to English speaker:
Excuse me, I have identified an error. <English speakers message> was interpreted as <the ad-hoc
interpreters misinterpreted message>.

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At this point, do not engage the ad-hoc interpreter in a discussion or provide extensive feedback
or editorial comments for the English speaker. If pressed reply:
The interpreter stands by his/her statement.
If the English speaker requests that you take over the interpretation, respond:
Please document that you have requested that I provide interpretation. At this point, I will go ahead and
introduce myself to the other party.
Go ahead and say the Pre-Session to the other party and start the interpretation session.
Flexibility During the Session
A great deal of common sense and flexibility will be required during some of your interpreting
sessions.
Work Within Government Regulations and Guidelines

Several federal government regulations and guidelines directly or indirectly impact interpreters.
Title VI of the Civil Rights Act of 1964 forms the basis for the requirement that healthcare
organizations provide meaningful access to services, which in turn requires interpretation
services for LEP persons. Subsequent regulations and standards have provided guidance for
assessing and planning language services in healthcare organizations:
Title VI of the 1964 Civil Rights Act prohibits discrimination on the basis of race, color or
national origin for organizations receiving federal financial assistance to fund their
programs.
HIPAA (Health Insurance Portability and Accountability Act) is a federal law that
regulates many aspects of health insurance and establishes privacy and security
standards for individuals health information.
According to the U.S. Department of Health & Human Services, HIPAA is defined as
follows:
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) required the Secretary
of the U.S. Department of Health and Human Services (HHS) to develop regulations protecting
the privacy and security of certain health information. To fulfill this requirement, HHS published
what are commonly known as the HIPAA Privacy Rule and the HIPAA Security Rule. The Privacy
Rule, or Standards for Privacy of Individually Identifiable Health Information, establishes national
standards for the protection of certain health information. The Security Standards for the
Protection of Electronic Protected Health Information (the Security Rule) establish a national set
of security standards for protecting certain health information that is held or transferred in
electronic form. The Security Rule operationalizes the protections contained in the Privacy Rule
by addressing the technical and non-technical safeguards that organizations called covered
entities must put in place to secure individuals electronic protected health information (e-PHI).
Within HHS, the Office for Civil Rights (OCR) has responsibility for enforcing the Privacy and
Security Rules with voluntary compliance activities and civil money penalties. (Source: U.S.
Department of Health & Human Services (HHS);
http://www.hhs.gov/ocr/privacy/hipaa/understanding/srsummary.html)
The Joint Commission (formerly the Joint Commission on Accreditation of Healthcare

Organizations - JCAHO) has made compliance with Title VI a condition for accreditation.
The Joint Commission is an independent, not-for-profit organization. It states, Care will

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be provided in a way that the patient can understand. The Joint Commission has
several standards that support that provision of care, treatment and services in a manner
that is conducive to the cultural language, literacy and learning needs of individuals. The
Joint Commission expects that organizations comply with applicable law and regulations,
including compliance with the language services requirements in Title VI of the Civil
Rights Act.
o
Project: Hospitals, Language, and Culture: A Snapshot of the Nation
Started in January 2004, funded by the California Endowment
Looks at how hospitals across the nation provide healthcare in diverse

populations
2006 New Requirement
Organizations must document information such as LEP person name,

gender and age, and include language and communication needs
Doesnt dictate how information should be captured
March, 2007 Joint Commission Report: National Strategies Needed to Better

Serve Increasingly Diverse Patient Population in American Hospitals
(http://www.jointcommission.org/NR/rdonlyres/E64E5E89-5734-4D1DBB4D-C4ACD4BF8BD3/0/hlc_paper.pdf)
In March, 2007, the Joint Commission released a report based on a study that
included 60 hospitals across the US. This report revealed that language services
in hospitals should do the following:
Establish written policies regarding language services, including a

prohibition on the use of family members and children as interpreters
except in the case of an emergency
Hospitals should require training and proficiency testing for all interpreters
and incorporate language service programs into safety and quality efforts
Policymakers are asked to consider a national certification program for

healthcare interpreters in healthcare
Qualified interpreters should be used to bridge the communication gap
Qualified interpreters should be used to assist in cultural brokering
Additional Items
Interpreters should verify with CSCM to clarify how to proceed on sight translation of informed
consent forms and mandated reporting.
Sight translation of documents ideally the organization has the informed consent forms
already translated into the most common languages in the population served.
o
If this is not the case, a best practice is to have the English speaker read the
document and the interpreter interprets this as any other English speaker to LEP
person communication.
It is important to note that it is the English speakers responsibility to ensure the

LEP person has provided informed consent not the interpreters.

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Mandated reporting many states have one or more laws regarding who is a mandated
reporter of possible child, elder, or spouse abuse or possible suicidal or homicidal intent.
Most states, for example, mandate that health care workers report any known or
suspected child abuse. How health care worker is defined and precisely who is a
mandated reporter of what type of abuse or intent to harm varies by state. Each health
care organization may also indicate who is a mandated reporter of what types of issues.
CyraCom interpreters are not mandated reporters. We provide transparent interpretation service
which goes hand-in-hand with our conduit role. The interpreter should interpret the dialogue in a
complete and accurate manner.
Comply with Fraud, Waste, and Abuse (FWA) Requirements

Please refer to CSCM for the most up to date Fraud, Waste, and Abuse (FWA) information.
Fraud is the crime of cheating somebody: the crime of obtaining money or some other benefit
through intentional, deliberate deception.
Examples:
o
Billing for services not furnished
Billing for services at a higher rate than is actually justified
Soliciting, offering or receiving a kickback, bribe or rebate
Deliberately misrepresenting services, resulting in unnecessary cost, improper payments

or overpayment
Violation of physician self-referral (Stark) prohibition
Impersonating someone else in order to use someone elses health insurance
Waste is the overuse of services, or other practices that, directly or indirectly, result in
unnecessary costs to the Medicare program. Waste is generally the misuse of resources.
Examples:
o
Over-utilization of services, such as inappropriate prescription drug refills
Misuse of resources, such as providing medically unnecessary services
Abuse is payment for items or services that are billed by service providers, but should not be
paid for by Medicare. This is not the same as fraud.
Examples:
o
Charging in excess for services or supplies, such as prescribing brand name medications
when generics are sufficient
Providing medically unnecessary services such as too many tests or x-rays
Providing services that do not meet professionally recognized standards
Billing Medicare based on a higher fee schedule than is used for patients not on
Medicare
First Tier, Downstream, and Related entities provide healthcare services or help administer
some aspect of the Medicare program. At CyraCom, we do this by providing language services.

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We demonstrate effectiveness through:
Providing compliance oversight activities

o
CyraCom Internationals Compliance Team, including auditing and continuous

improvement
CyraCom Internationals Reporting Process
Monitoring and analyzing our work
Meeting or exceeding performance expectations
Annual compliance information e-sessions

o
To ensure all interpreter contractors understand their part in controlling costs and
preventing FWA
Independent Contractors can confidentially report any known or suspected violations through a
Call Problem Report.
OPI Specific Information

You will use a variety of systems as a CyraCom Independent Contractor to process OPI calls,
review performance, and to access helpful information.
ClearPath
ClearPath is the automated telephone platform that will connect you to CyraComs clients.
When clients call in, they enter their account information and choose the language they require.
The ClearPath platform then connects the client with an interpreter based on the language
chosen.
Telephone Log-in/out
You have two ways to log-in and log-out of the ClearPath platform. One will be via the
telephone and the other will be via the Interpreter Portal. Lets look at the Telephone option first.
1. Call 1-800-317-9351
2. Follow the call prompts:
o
Enter your Interpreter ID
Enter your 4-digit PIN
Set your status:
Available
Available As Last Resort
Not Available

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You will hear a prompt stating your current status when you dial-in as well as the current phone
number to which your interpretation calls are being routed.
Example:
Your current status is Available, at phone number 999-444-7777.
Additional prompts will follow giving you additional options:

Examples:
To change your status, press 1
To change your phone number, press 2
To change your PIN, press 3
If you update your information, you will hear an updated status message after you confirm the
information you entered is correct. You do not have to listen to all the prompts in their entirety to
take an action. Make your selection at any time while the prompts are playing.
Important Note: Interpretation Phone Number

Make sure to only enter 10-digit U.S. phone numbers.
Do not enter extensions or 800-numbers.
The change will take effect immediately.
Accepting a call
To accept an incoming call, press 1 on your telephone keypad. You will hear a prompt
reminding you of this but you do not have to wait for the entire message to finish before
pressing 1.
After accepting the call, please introduce yourself using the CyraCom Pre-Session.
o
If you hear hold music and the client is not connected to the session in 2 minutes,
please disconnect the call.
Features available during a call

Star* Features
*8 pressing *8 on your telephone key will invoke the Additional Person Anytime (APA)
feature that allows you to add other callers to the session
o
*1 this feature is used in tandem with *8, *1 confirms and completes the APA
action; think of *8 as picking up the phone and *1 as the actual dialing of the
number
*3 this feature is also part of the APA feature; when pressed, *3 disconnects
the caller most recently added using the APA feature
The APA feature allows for up to 4 additional callers to be added
Not all clients have the APA feature enabled, we will cover how to handle such
situations later in this packet
*0 this feature allows you to transfer your call to Client Services when needed

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Important Note: Refer to CyraCom Protocols and Best Practices
The CyraCom Protocols and Best Practices section of this guide includes additional
information on *Features including situations deemed appropriate to transfer to Client
Services using the *0 feature.
Automated System Call Prompts
Examples:
CyraCom, medical
Short pre-session
The client has terminated the call
Some prompts are intended to signal you on something (i.e., incoming medical call), some are
intended to guide you along a process (i.e., APA feature), and others are intended to simply
notify you of changes in the call (i.e., the English-speaker hanging up).
A common set of prompts you will hear are the ones after each call. These prompts allow you
the option to process the following:
Examples:
To change your status, press 1 you will use this option when you need to change your
status from available or not available. You will need to change your status to not
available anytime you are not accessible to process an OPI call (i.e., biology break).
To change your phone number, press 2 you will use this option if you need to change
the phone number to which you want incoming OPI calls to be routed
To change your PIN, press 3 you will use this options to change your password for
logging into the ClearPath telephone platform
Important Note: Availability Status

If you do not need to change your availability status and would like to continue to be
available to receive incoming calls, simply disconnect the call when the prompts begin.
You only need to choose options based on the prompts if you need to change your
availability status, change your phone number, or change your PIN.
Operations Center
The recommended option to log-in and log-out of the ClearPath platform is the Operations
Center. Lets take a look at some of the features of the Operations Center.
Log-In/Out
In your computer, go to https://opscenter.cyracom.com/SignIn.aspx

Enter your Interpreter ID
Enter your 4-digit PIN
Press accept to confirm understanding of privacy protocols and the safeguarding of
confidentiality
Current Status (located in the top right hand corner after you log-in)
o To change your status click on your current status (Available, Available As Last
Resort, or Not Available)
o Choose your new status from the options available
o Available

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o
o
Available As Last Resort

Not Available
Important Note: Sign-Out

Choosing the Sign-Out option in the top right corner does NOT change your Current
Status. This option is available to sign-out of the Operations Center only and will leave your
Current Status as is. If you need to change your Current Status make sure to follow the
steps outlined earlier.
Additional Features
My Site
o
Bulletins this section provides you with useful updates and refreshers; bulletins
are released periodically (your computer will need to have access to view PDF
files)
Interpreter Info this section allows you to change your PIN
Surveys this section allows you to submit feedback on call connection quality
for every call you accept
Learning Center
o
Glossary Search this section provides you with call type specific glossaries for
the languages available
Job Aids this section provides you with quick access to protocol scripting
About CyraCom
Reports
o
My Call Detail provides basic call information such as length of call
My Performance By Day you can check things such as your average speed of
answer for the day
My Sessions will provide you with a quick overview of the calls you have taken
including length of call
My Current Queue Scores provides you with your current queue score; queue
scores are updated on a daily basis
My Payment Invoice Finance posts invoices at the end of each month
Operations Center Reporting
Queue Score
A Queue Score is the main determinant of the volume of interpreting calls an
Independent Contractor (IC) is classified to receive.
Queue scores are updated on a daily basis and are based on two factors:
How quickly you answer incoming calls
How many Reject, Ring Through, and Busy calls appear on your My Call Detail
report
Reject, Ring Through, and Busy Calls

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Reject, Ring Through, and Busy calls are incoming calls that are not accepted when they
occurred. These calls negatively affect your Queue Score and lead to you receiving a
lower volume of interpreting calls.
Please report any possible inaccuracy to cscm@cyracom.com. Please include:
o
Date the call occurred
Your telephone service provider
The brand name of the telephone you are using to interpret
Agent Rate Tier

The Agent Rate Tier is a measuring scale that is used as a secondary factor when
determining the volume of interpreting calls an Independent Contractor is classified to
receive. The Agent Rate Tier is based on the per minute pay rate for each Independent
Contractor. The better your queue score and the lower your Agent Tier Rate, the higher
the call volume you will receive.
Payment Invoice
You can access your payment invoice by clicking on My Payment Invoice in the OPI
Interpreter Portal. This option will allow you to see your most recent payment invoice as
well as all of your past payments.
Quality Monitoring History

This function allows interpreters to view their Quality Monitoring history.
In your computer, go to https://opscenter.cyracom.com/SignIn.aspx
Receiving Quality Monitoring Results
You will receive an email when an evaluation is completed.
There are two types of Quality Monitoring results:

o
Meets Expectations
Needs Improvement
To view the monitoring results you will click on the link in the email. The link will take you
directly to the Quality Monitoring Form. If you are not already logged in, be prepared to
log-in to view the results.
You are expected to confirm receipt of both result types. To do so click the blue button
under the Quality Monitoring Form.
Important Note
Please note that independent contractors that receive a Needs Improvement result will be
deactivated in the system until he or she confirms understanding of the recommended
improvement plan.
After you click on the confirmation button, the site will redirect you to the summary page which
shows the Quality Monitoring evaluations for the current month. To see a list of evaluations,
click the View Details button. You can review and print previous Quality Monitoring Forms from
this screen.
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Do Not Share Session Information With Unauthorized Parties
Do not share information about the contents of your notes or interpretation calls with
people outside the interpretation session during or after the call.
Important Note: Feedback

Reference to interpretation session details during feedback sessions will be done as needed
for the development of the interpreter in their interpreter role.
Accepting Calls
You are expected to answer all incoming calls when logged-in. Please note the following points
regarding Caller ID:
Incoming calls may be presented in your Caller ID in various ways, including:

o CyraCom
o Seracom
o 1-800-713-4950
o 520-745-9447
o Unknown caller
o Anonymous
o Unavailable
Do NOT rely on your Caller ID and make sure to turn OFF any automated Caller ID
block.
You will hear prompt when you receive an interpretation call.
If you only handle one language or dialect, you will hear:

CyraCom, to accept the call press 1; to replay the message press 2; to reject this call press 3.
If you handle more than one language or dialect, you will hear:
CyraCom, [language], to accept the call press 1; to replay the message press 2; to reject this call
press 3.
ClearLink
ClearLink is our patented dual-handset telephone that most CyraCom clients use at their
facilities. It is commonly referred to as the blue phone and allows clients to efficiently connect
to interpreters. ClearLink phones are currently available in corded and cordless models and in
blue or white colors. Below is an example of a blue corded ClearLink phone.
CyraCom was the first language services company to offer this technology specifically designed
for health care.
Sooner or later clients are likely to ask you questions about the operation of the ClearLink
phone. If clients ask you in depth questions that you cannot quickly and easily answer, refer
them to Client Services or their account manager.

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Pre-Session
The pre-session is a method to introduce the parties to the interpretation session and set all
parties expectations on the interpretation protocols used in the session. The pre-session should
be delivered verbatim to all parties in the interpretation session, including any parties that join
later in the session.
OPI Pre-Session Script
To English-speaker
Good morning/afternoon, my name is [your first name] and I will be your [LEP persons
language] interpreter [your ID number]. I will interpret everything you say and keep it
confidential. How may I help you?
[Maam, Sir], May I introduce myself to the other party?
To LEP
[Interpret in LEP persons language accurately and completely]
Good morning/afternoon, I will be your English interpreter. I will interpret everything you say and
keep it confidential. Please speak in short phrases.
To English-speaker
Go ahead, [Maam, Sir].
Short Pre-Session Whisper

A system generated whisper that states short pre-session will be heard at the beginning of
calls in which the Client has requested an abbreviated pre-session. We have implemented the
Short Pre-Session as an additional layer of customer service for Clients with a need to process
their calls in a more timely manner.
As always, your pleasant and professional delivery of the pre-session will set the tone for a
successful interpreting session.
Short Pre-Session Script (only upon short pre-session whisper)

Hello, my name is [your first name] and I will be your [LEP persons language] interpreter
[your ID number]. Please go ahead.
Deliver this dedicated pre-session at the beginning of all calls that initiate with the short presession whisper. Note that the Short Pre-Session is briefer than our standard pre-session and
addresses only the client.
Post-Session
A consistent and professional post-session is an important component of the over-the-phone
interpretation session. It gives a clear indication to the English speaker that the interpreter
believes that the interpretation session has concluded. It gives the English speaker an
opportunity to ask for additional assistance. Additionally, it is another opportunity to write down
the interpreters ID number.
The post-session script in this document demonstrates the current required post-session
wording to be used at the completion of all calls. Conduct the complete post-session, even if the
English speaker has disconnected.

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OPI Post-Session Script
Do you require further interpretation?
Thank you for using our service. Interpreter [your ID number] disconnecting.
Important Notes
If you are unsure the session has concluded or the English speaker didnt give you a clear
indication that the session has ended, ask, Do you require further interpretation?
If the English speaker gives you an obvious indication such as Thank you, we are done, We
dont need further interpretation, Thats all interpreter you dont need to say, Do you
require further interpretation?
Conduct the complete post-session, even if you believe the English speaker has
disconnected.
Additional Person Anytime, APA (*1, *3, and *8 Features)

The Additional Person Anytime (APA) feature allows the client and the interpreter to add or
remove one or more additional persons during the call. This is possible only for clients who
have normal or enabled APA service accounts. The APA feature will not function for clients with
disabled APA accounts.
Communicate the Appropriate Script to Clients with Disabled APA Accounts

If the clients account is marked as disabled you will hear a system prompt stating this feature
is currently disabled.
Script for Clients with Disabled APA Accounts

Additional party conferencing is not available on this account per <name of client> management
request."
Add an Additional Person or Multiple Additional Persons to the Line

The client may connect one or more additional persons to the call by taking the following steps:
Press *8on the phone key pad. This will invoke the APA feature.
The client will then be prompted to enter the additional persons phone number while the
interpreter hears hold music.
The client will be returned to the call and a prompt will be heard to press *1 on the
phone key pad to add the additional person.
The interpreter and the client will hear silence until someone answers or a status
message plays.
To connect another additional person to the call, the same steps as above will be
repeated. This may be done up to 4 times.

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Important Note: Placing an APA Call

Before the additional party is added to the line, ask the client for the following
information:
The name of the person they need to speak with (you will ask for this person when
someone answers the other line).
If they want to leave a message should the additional person not be available or an
answering machine picks up. Write down the message if needed.
Once the correct person is on the line, in his or her language state that the client is
calling then deliver the pre-session.
During a third-party call, the English speaker might ask you if you can hear a tone, yet you wont
be able to hear any sound. This is the concept called the system is mute which means that
while the English speaker is dialing to the LEP person as a third-party, the interpreter wont hear
a signal or any noise until there is an answer or an answering machine.
Interpreter might also have to instruct the English speaker to press *1 to connect the thirdparty.
If the client requests that you add an additional person to the call, follow these steps:
Ask the client for the additional persons contact information:
The additional persons name
The country they are trying to reach
If the additional party is located in the U.S. or Canada, ask for the phone number with
the area code.
If they are located outside of the U.S. or Canada, ask for the country code and rest of
the number.
Ask the client if they want to leave a message if the additional person is not available or
an answering machine picks up the call. Write down the message if needed.
Press *8 on the phone key pad. This will place the client on hold and you will hear
prompts. Follow the prompts to enter the information you gathered above. You can
provide the information verbally or enter it using the phone key pad.
Once the additional persons information has been entered and confirmed, you will be
returned to the call with the client.
Inform the client that you will now add the additional person. Press *1 to complete the
connection.
You and the client will hear silence until someone answers or a status message plays.
To connect another additional person to the call, repeat the same steps as above. This
may be done up to 4 times.
Disconnect an Additional Person or Additional Persons from the Line

To disconnect an additional person from the call, the client or interpreter may:
Ask the additional person to disconnect
OR
Dial *3 to forcibly disconnect the last person who was added to the call.
If more than one person was added to the call, by dialing *3 you can disconnect them one at a
time in order of last to first.

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Important Note: APA Component
After an additional person has been disconnected, new additional persons may be added to
the line without disconnecting with the client.
Script for Adding an Additional Person to the Call

When the client requests that you add an additional person use the following script:
[Sir, Maam], what is the additional persons name? [Obtain answer]
In what country is the additional person located? [Obtain answer]
[If located in the U.S. or Canada]

What is the additional persons phone number, beginning with area code? [Obtain answer]
[If located outside of the U.S. or Canada]

What is the additional persons country code and the rest of the number? [Obtain answer]
If there is an answering machine, would you like to leave a message?
[Obtain answer, if yes] What would you like the message to be?
Please stand by while the interpreter dials the additional persons contact number. [Press *8
and follow prompts to enter the additional persons information]
[Sir, Maam], the interpreter will now connect you. [Press *1 to complete the connection]
Important Note: APA Connects

Once there is a connection, the Additional Person Anytime option may be used again on the
same call (up to 4 additional connections).
International Country Code Dialing List and Information

If the additional person the client is trying to reach is located outside of the U.S. or Canada, ask
them for the country code and rest of the number (along with the name of the person they need
to speak with and whether they want to leave a message) before pressing *8.
011 is the exchange that generally needs to be dialed to get an international outside line;
however, with our system, the 011 does not need to be entered. If the international option is
chosen in the *8 prompts, our system knows to automatically dial the 011.
Steps to Follow for International Additional Person Anytime Option Dialing
After *8 is pressed to activate the Additional Person Anytime Option prompts, follow the
actions in bold after you are given the specific prompts.
Prompt: To make a call to another phone number and add an additional person, press 1.
Press 1.
Prompt: To call a phone number in the US or Canada, press 1. To call a number in any other
country press 2.
Press 2.
Prompt: Please enter the country code of the person you are trying to reach.

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Enter the country code for the country the person is trying to reach. Refer to the
country code list if necessary. DO NOT ENTER 011 (this will automatically be
dialed).
Prompt: Please enter the rest of the phone number of the person you are trying to reach
followed by the pound key.
Enter the rest of the number as provided, followed by the # key.

Listen to and follow the rest of the prompts to complete the Additional Person
Anytime Option.
If you have any questions about this information, please contact CSCM.
Important Note: Country Code List
The full country code list is available in the Operations Center Portal under the Job-Aids
section.
Call Transfer Procedure

The most common reason you will use this feature for is when the English speaker requests to
speak to a Client Services Representative. Do not take offense to this.
Other reasons that occur less frequently might be if:
The English speaker has a problem with their ClearLink setup
The English speaker would like to make a commendation
The English speaker wishes to file a complaint
The English speaker requires services other than OPI, such as VRI, document
translation, testing or training
The English speaker requires a specific gender interpreter
The English speaker requires assistance beyond your scope of knowledge and skills
Important Notes
Prior to transferring the English speaker to Client Services, ensure that you have
provided all required interpretation, as possible.
Prior to transferring the English speaker to Client Services advise the English speaker
that you will initiate the transfer (read your script).
Once you have activated the transfer you will be disconnected from the conference.
Script for Transferring to Client Services
Before transferring the English speaker to a Client Services Representative, state the
following:
[Sir, Maam], please hold while the interpreter transfers your call to a Client Services
Representative.
Another reason why you may need to transfer your call to Client Services is in emergencies and
critical circumstances. Follow the process below in these circumstances:

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Interpreter to English speaker:

At this point, a different interpreter will take over the call. Please hold while we transfer you to a
Client Services Representative. Thank you.
Interpreter to LEP person:

"At this point, a different interpreter will take over the call.
In the event you are questioned as to why you must exit the call:
"Due to an unforeseen reason, the interpreter must transfer your call to a Client Services
Representative for the next available interpreter. Thank you.
Consult CSCM if you are unsure of what constitutes an emergency or critical circumstance that
would necessitate a transferred call.
How to Respond When Asked Where You Are Located

English Speaker: Interpreter, where are you located?
Interpreter: We are headquartered in Tucson, Arizona. We can continue your interpretation now
if you are ready.
Important Notes
Try to minimize small talk to fill any dead air on the phone. Be polite and respond
professionally, however avoid trying to carry on or maintain a conversation that may
blur the role of the interpreter.
Refrain from providing any additional information on your location and work to refocus
the conversation back to the interpretation session.
Handling Special OPI Sessions

When two interpreters are connected at the same time
There are rare occasions when two interpreters lines cross and they end up connected on the
same call. Quickly determine which interpreter will take the call and continue with the session as
normal. Although it may not always be evident, the first interpreter to answer the call is expected
to take the call. The second interpreter may hang up once it is determined that the first
interpreter is taking the call.
If music is heard upon accepting call

If interpreter hears client hold music upon accepting the call: wait 2 minutes, then disconnect.
Remember the Post-Session is required with every call type.
How to Handle an English Speaker with an Unclear Accent:
When not understanding the English speaker:

[Maam, Sir] the interpreter is having difficulty hearing your statement, please repeat slowly.
When not understanding the English speaker a second time:

[Maam, Sir] the interpreter is still having difficulty hearing your statement, please repeat your
statement slowly one more time.

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If after multiple attempts the interpreter continues to not understand the English
speakers statement:
To English speaker:
[Maam, Sir], for the interpreter to ensure that the communication is accurate and complete, the
interpreter will now terminate this session. Please stand by while you are connected to the next
available interpreter.
To LEP person:
For the interpreter to ensure that the communication is accurate and complete, the interpreter
will now terminate this session. Please stand by while you are connected to the next available
interpreter.
Transfer the call to Client Services so they can connect the callers to the next available
interpreter.
How to Handle Inbound Calls

LEP persons who are discharged from hospitals may call directly back to the hospitals and have
an interpreter automatically conferenced to assist them, via Inbound Calling.
Inbound Calling allows the LEP person to begin the session by calling a toll free number and
entering an access code. From there, the system connects to an interpreter and the English
speaker.
All necessary parties (LEP persons, interpreter, and English speakers) must be connected on
the platform in order for the call to take place.
Important Note
It is possible that you will occasionally reach the English speakers answering machine/voice
mail. In this case, ask the LEP person for their name and phone number if they want to leave
a message.
When receiving the inbound call, you will first hear a prompt that says inbound access code.
You will then hear a beep that signals the beginning of your call.
Upon hearing the beep, follow these 3 steps:
1. In English, greet and inform the English speaker that this is an inbound call initiated by
an LEP person on the other line.
2. State the modified English pre-session to the English speaker.
3. State the modified LEP pre-session to the LEP person.

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Inbound Calling Script
To English speaker:
Good morning/afternoon. This is an inbound call initiated by a [LEP persons language]-speaking
person.
To English speaker:
My name is [your first name] and I will be your [LEP persons language] interpreter [your ID
number]. I will interpret everything you say and keep it confidential.
To LEP person:
Good morning/afternoon, I will be your English interpreter. I will interpret everything you say and
keep it confidential. Please speak in short phrases. How may we help you?
Interpreter Code of Ethics

The Interpreter shall maintain confidentiality of all assignments.
The Interpreter shall not disclose information acquired in the course of interpreting.
All notes taken during the interpretation session shall be securely destroyed as quickly
as possible.
The Interpreter shall render complete and accurate interpretation.
The Interpreter shall render the message in a meaning-for-meaning manner without
adding, omitting, or substituting information.
The Interpreter shall clarify, correct errors, and maintain transparency to ensure
accuracy. The Interpreter shall remain impartial.
The Interpreter shall refrain from advising or projecting his or her personal beliefs and
biases through verbal or nonverbal communication.
The Interpreter shall remain within the boundaries of the Interpreter role.
The Interpreter shall refrain from personal involvement with all parties.
The Interpreter shall remain respectful and professional.
The Interpreter shall treat all parties with dignity and courtesy, respecting the rights and
duties of all parties.
The Interpreter shall uphold the values and ethical principles of the profession.

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Supplemental Information
As an Independent Contractor you will be expected to provide interpretation to our different
clients. You will be expected to provide interpretation service in a variety of subjects including:
Education
Finance
Insurance
Legal
Medical
Travel and Hospitality
Utilities
Important Contact Information

Please use the CSCM email address below as your main point of contact for questions,
comments, or concerns.
Client Services Contractor Management (CSCM)
5780 N. Swan Rd. Tucson, AZ 85718
Email: cscm@cyracom.com
Client Services Contractor Management Fax Line (520) 745-9022
Important Note: Business Hours
Client Services Contractor Management (CSCM) business hours are Monday through Friday
8:00 am -5:00 pm Arizona time. If you need assistance outside business hours please send
an email and someone from CSCM will be in touch with you the next business day.
Other Important Contact Information & Links
ClearPath Platform (phone log-in/out)
(800) 317-9351
Corporate Headquarters Main Phone Line
(800) 713-4950
Interpreter Operations Center
https://opscenter.cyracom.com/SignIn.aspx

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Over-The-Phone Interpretation (OPI) Interpreter Resource Guide

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IC Over-The-Phone Interpretation (OPI)

CyraCom International, Inc.

CyraCom International, Inc.

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Overview of Client Services Contractor Management

Important Contact Information

CyraCom International, Inc. Jargon

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

As an Independent Contractor Interpreter, you are not an employee of CyraCom. Rather

CyraCom Protocols and Best Practices

The concept of complete and accurate communication is central to interpretation. Completeness

Essential Protocols and Best Practices

Deliver complete and accurate meaning-for-meaning interpretation

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Use interpretation tools

Why Consecutive Interpretation is Often Preferable

Exceptions to Using First Person Protocol

When talking to children

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

CyraComs interpreters use a model of incremental intervention. Incremental intervention

A CyraCom Interpreter Will Never Be An Advocate

Handle Special Sessions and Remain Calm in All Interpretation Situations

CyraCom International, Inc.

Use Interpretation Tools Available

Clarify: Negotiate a clarification by explaining the specific word or concept to be clarified

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Important Note: Interpretation of Sounds

Take Accurate and Concise Notes

Take short, symbolic notes

Manage Written Notes in a Confidential Manner

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Personally Identifiable Information (PII)

Protected Health Information (PHI)

Discarding Session Notes

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Important Note: Feedback

Handle Interpretation Sessions in a Professional Manner

Common Interpretation Errors

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Changes in the meaning of the utterance

Negative outcomes for the English speaker and/or LEP person

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Ways to promote good customer service include:

Maintain your composure

Remember that critical errors are identified by conceivable:

Changes in the meaning of the utterance

Interpretation sessions of long duration

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Handling Unknown Terms or Concepts

3. Verification use this protocol to confirm information.

If the English speaker insists or asks a second time:

HUM-MAN-600 IC OVER-THE-PHONE INTERPRETATION RESOURCE GUIDE

CyraCom International, Inc.

Ensure to mute the call when left on hold.