FIT XIX World Congress

I recently had the privilege of speaking at the XIX World Congress of the Fédération Internationale des Traducteurs/International Federation of Translators (FIT).  FIT is an international organization made up of more than 100 translator, interpreter and terminologist associations, representing over 80,000 translators in 55 countries.  My speech was on how translation theory applies to community interpreting.


It's always a pleasure to speak at something like this, but I'm especially flattered to read this review by attendee Maria Cristina de la Vega posted online:


[Terena Bell] offered an engaging presentation about problems in interpretation and how translation theory is a good framework for improving interpretation. As an illustration, Terena discussed the difficulties in interpreting the idiom “drink & drive”.  When interpreting that phrase into other languages, one needs to use the technique of amplification to convey its meaning. (Target language employs more words than the source language to express the same idea). She stressed how important training is to avoid pitfalls for new interpreters, such as false friends, that the uninitiated may not recognize. Terena started out in the field of community interpreting and is very familiar with the challenges facing the standardization of our profession in that subspecialty. 


Thanks, Cristina! I'm glad you enjoyed it!

Guest Blog: How to Request an Interpreter

(The guest blog below was written by Linda Golden, Interpreting Project Manager.)

Over the last year, I have answered many, many calls and emails from clients (or potential clients) requesting interpreters. Regulars know exactly what they want: Arabic on Friday at 3:00 PM for a two-hour diabetes consult.  Others need a little more guidance. Here are a few things to keep in mind – and on hand – that will make requesting an interpreter a smoother process.

Introductions
“Arabic on Friday at 3:00” is useful information, and we’ll need that eventually. But first, what’s your name? Are you calling from a doctor’s office?  A hospital? On behalf of a lawyer? And has your company worked with us before? If you’re a new client, we’ll need extra information from you – be prepared to let us know how you found out about us and where we should send a bill. If we’re already working together, we’ll be able to fill your request more quickly.

Know Your Needs
A language service provider can’t provide service unless you provide the language your client speaks. Try to be as specific as possible – is it Mandarin Chinese or Cantonese? Spanish from Mexico or Cuba? Like American English and United Kingdom English, the same language spoken in different countries has differences. That’s not to say that an Arabic interpreter from the Sudan can’t interpret for an Iraqi, but knowing ahead of time what to expect will help her prepare.

If you’re not sure what language your client speaks, there are a couple of tools that can help. “I Speak Cards” present the phrase “I speak ______________” in a number of languages, with the English name of the language next to the phrase. Ideally, the limited-English speaker will find his or her language on the list, point to it and solve your mystery; however, this only works if the client can read in their language. In Every
Language has these cards – just request them.

If you know where your client is from, another resource is Ethnologue. Ethnologue lists languages both by country and language name. It also gives alternate names for languages and can help you figure out if there are variants of the language.

Details, details
In addition to language, you’ll also need to provide details like where and when you’d like the interpreter to provide services. Is there a suite number? Is there more than one wing to the building in which your office is
located? What will the subject of the appointment be? A deposition requires different vocabulary than a parent-teacher conference, and a parent-teacher conference requires different vocabulary than a laparoscopic
cholecystectomy. If the meeting will include written materials like handouts, discharge instructions or Power Point presentations, consider sending us a copy of those materials, or even having them translated.  Providing this information will allow the interpreter to better prepare for the appointment.

When calling to request an interpreter, keep in mind that interpreting takes time, so an appointment or meeting that usually takes 30 minutes may take an hour. Plan and schedule accordingly. Finally, if you’re calling more than one company, keep some notes so you know who you’ve called and who will be providing an interpreter. Double-booking interpreters only costs you money, and if you need to give feedback about the interpreter, you don’t want to waste time calling the wrong company.

Thanking the Troutmans

Louisville is losing the Troutmans.

Yesterday, the announcement came that Dr Adewale Troutman had accepted a job at the University of South Florida’s College of Public Health.  Today, the announcement followed that his wife, Denise, would be leaving, too.

Adewale is currently the director of Louisville's Department of Public Health and Wellness; Denise is the director of the Center for Women and Families, Louisville's domestic violence and rape crisis center.

Both LMDPHW and the Center are In Every Language clients, so we've been fortunate to see first-hand the impact these two leaders have made on our community.  While Adewale heads out in November and Denise next March, we already feel the difference.  Thank you, Adewale and Denise, for the work you've done.

Rand Paul, Racism, & Professional Interpreters

Full disclaimer: I’m proud to be a Kentuckian.

No matter which state you’re from, though, you’d have to be living under a rock, far far away from CNN to not have heard about US Senate hopeful Rand Paul’s unfortunate remarks.  In an effort to share his beliefs on government’s role (or lack thereof) in business, he unfortunately side-stepped into a nasty civil rights debacle.  What the man actually said is beside the point; what’s he’s been accused of saying is that the US government had no right to force businesses’ hand in repealing Jim Crow.  Whether those were his exact words or not, the national media rush resulting puts Kentucky forth as the Land of Johnny Redneck, while we scramble as a state to protest the embarrassment Mr Paul has caused.

From recent efforts to un-redneckify this image, something good has come forth: State Senate Resolution 10SS SR31.  Proposed by Senator Gerald Neal (D-33), the four page resolution reaffirms Kentucky’s belief in and adherence to the Civil Rights Act of 1964 as a state.  With language that is forthright, moving, and as passionate as you can get and still call it government, Senator Neal invokes the battle long-fought in our country for civil rights.  The resolution calls the Civil Rights Act “a statement of a core American value.”  Throughout the resolution, the message is clear: civil rights = good, prejudice = bad.  But civil rights for whom?

As the owner of a translating and interpreting company, I see a new discrimination when I look across the Bluegrass State.  Yes, racial discrimination still exists.  I may have personally been born post-Jim Crow, but even I have seen restaurants with separate doors and dining rooms for whites and blacks, still divided by the community in a jus au sanguine kind of way.  Laws mean nothing if they are neither followed nor enforced.  Racism is still an unfortunate reality in the South.  But where racism is slowly starting to disappear, a new form of discrimination is coming forth: prejudice based on national origin.

As a nation, we have Title VI, the portion of the Civil Rights Act that prohibits prejudice on national origin and which requires, thanks to a back-up executive order from President Clinton, that any agency receiving federal funding provide equal language access under the law.  (For you lay people out there, that means, in part, translating and interpreting.)  But, again, as we learned with laws, they must be either followed or enforced to take meaning.  The 1960’s seems like a long time ago to some.  The issues we faced with immigration then were different than the issues we face now.

That’s why I was so proud to see Senator Neal’s resolution.  Whether he intended it or not, whether the other senators who unanimously voted for it were aware or not, we now have new legislation in Kentucky that says Kentucky is a welcoming state to immigrants.  It’s right there, in the final paragraphs (for a full copy, visit http://www.lrc.ky.gov/record/10SS/SR31.htm):

        WHEREAS, if the United States is to remain the welcoming country for persons from all locations, regardless of race, color, religion and ethnicity, enshrined by the Statue of Liberty, the welcoming of persons from all nations, and the "melting pot" for persons coming to the United States, the core values must continue to be protected; and

        WHEREAS, the Senate of the General Assembly of the Commonwealth of Kentucky finds and declares that any ideology, philosophy, or position which does not recognize these core American values is repugnant to the citizenry of the United States and to the advances made since the United States declared itself independent of Great Britain in 1776, and to the guarantees of equal protection, enshrined in the amendments to the Constitution of the United States and is hereby rejected;

NOW, THEREFORE,
Be it resolved by the Senate of the General Assembly of the Commonwealth of Kentucky:
Section 1.   The Senate of the General Assembly of the Commonwealth of Kentucky finds discrimination in any form to be inconsistent with American values and stands firmly behind the principles of the 14th Amendment to the Constitution of the United States, the Civil Rights Act of 1964, and the Kentucky Civil Rights Act of 1966.

Section 2.   The Senate of the General Assembly rejects any attempt to retreat from the guarantees provided by the 14th Amendment to the Constitution of the United States, the Civil Rights Act of 1964, and the Kentucky Civil Rights Act of 1966, and urges all residents of the Commonwealth to do likewise.

Maybe I’m stretching for it.  But did you see?  We are “a welcoming country [and] the welcoming of persons from all nations, and the ‘melting pot’ for persons coming to the United States…must continue to be protected… [A]ny ideology, philosophy, or position which does not recognize these core American values is repugnant to the citizenry of the United States.”  

I don’t know about you, but English-only political positions and other anti-translation efforts definitely seem unwelcoming to me.  To me, there is nothing more repugnant than a non-English speaking person being denied quality health care because they do not speak English.  There is nothing more repugnant than doctors who don’t care if their patient understands, who aren’t willing to invest the time it takes to open the phone book and call a qualified interpreting provider.  There is nothing more repugnant than a state Medicare system that turns down federal funding to reimburse interpreting costs.  There is nothing more repugnant than an abortion clinic administering abortions to non-English speaking women without first explaining the procedure in their language.  There is nothing more repugnant than a government that bars non-English speaking people from taking a driver’s license test, and in so doing, keeps these same people from getting to work or English lessons.  There is nothing more repugnant than school systems that do not understand the importance of having an interpreter explain a child’s progress to his parents.  There is nothing more repugnant than these things, yet they and many others continue to be in the Commonwealth of Kentucky.

It is my hope—no, it is my challenge—to Senator Neal and others that 10SS SR31 will take teeth and bite, that it will enact change, that it will not stop at the whites-only door, but rather march right into both dining rooms and say that ending discrimination means ending discrimination, no matter who is being discriminated against.

I am challenging you to be better, Kentucky.  I am challenging you to keep me proud.  I know that it’s in you.

Where the Disconnect Is Not

"We are building a bridge." This is the phrase I heard over and over again at the US Conference on African Immigrant Health (USCAIH) this week.

Last week, I blogged on the disconnect. I wrote about how our nation’s leaders were unaware of language’s vital role in healing, how people don’t heal if they don’t understand, how interpreting in of itself is a profession with ethics and rules. The disconnect is there.

But here, with community leaders from all throughout the African Diaspora, the disconnect is not. Instead, there is a concerted effort to bring together aspects of all industries that help people--especially Africans--heal.

I arrived here Wednesday. Our first event was a meet and greet where attendees stood and introduced themselves, explaining what their interest was in African health and what they expected to get from the conference. I identified myself as Terena Bell with In Every Language, said I was here to represent the medical interpreting industry, that I had seen this disconnect and I was here to learn how we could fix it. When I sat down, almost every person in the room said “thank you” and some even clapped. An Ethiopian man walked up to me and instantly started talking about the difficulty of getting trained interpreters in Minneapolis, the need for continued training for those entering the profession. A man from Ghana stood up in front of everyone and talked about how interpreters for Muslim patients need to be culturally aware of faith’s role in healing—and better paid. At Harvard, people wondered why I was even there, had never thought of language as a health-related issue. Here, at the USCAIH, attendees were willing to join with the language industry in its fight.

I am not writing this to compare one conference to the next, or the Alliance for Health in the African Diaspora (the conference organizers) to Harvard. What Harvard does not know is clearly to Harvard’s loss. But, just as I had to point out where the disconnect is, I have to point out where the disconnect is not.

So what makes the difference? Why were these two audiences so different?

I have long said that there are two types of doctors in the world: those who want to make sure their patients understand and those who do not. Perhaps there are similarly two types of people: those who want to help people understand and those who do not. I am not calling the other group cold or cruel. But there are people in this world whose drive and desire to improve their world is innate, unavoidable, a moving, liquid force. I saw that this week in the faces of everyone here. Representatives from all across the African diaspora came together to share, to commune, to--as they put it--build a bridge. They, too, talked about breaking down silos, but they took the time to find out what those silos held.

Friday, I presented on language access for African LEP's. Every single person who heard about my topic said thank you, whether they attended my session or not. Dozens of people said, “We need that.” Most had interpreter stories of their own. A keynote on African Americans living with HIV even had a medical interpreter working from French to English. There is clearly no disconnect here.

But there is a need. They need us. And we need them. After what happened at Harvard, and after the warm reception I received here, I completely changed my presentation. It had initially been on where to get materials, how to get professional translation when materials weren’t there already. But meeting these people and learning more about how active they want to be in every area impacting African American health, I changed it.

There are three factors in LEP patient healing: the patient, the provider, and the language professional. All three must be on top of their game for healing to happen. Like our government, they must be in checks and balances with one another—they must all play their role, but they must also listen. For the patient, I discussed Title VI and HIPAA, the need to know you have a right to a professional, medical interpreter. For the provider, I discussed the need for cross-cultural training in universities and from hospital associations as CME’s. For the language professional, I said we must listen. We must listen to the patient and the provider to learn their need before we can address it. I told the people there that we could not do it without them, that if we as a language profession are wrong, then they must make us stop and listen.

And that’s the difference. As a language industry, we have been speaking, but at Harvard, no one had yet listened. I still believe what I wrote and I stand beside my words. But I also feel cool water flowing from around the rock. We must continue client education, but we must also allow our clients to educate us, listening to each other. If we are truly to build a bridge, we must meet each other in the river with our tools.

Is Our Industry Disconnected from Clients?

There is a disconnect--a divide. The difference between what we know and what our clients know is vast and the gulf that lies between us is insurmountable alone.

This is how I felt walking away from the Harvard Social Enterprise Conference. Held February 28th, its global health track featured leaders from international pharmaceutical companies, the Pentagon, the Obama administration--even George W’s daughter sat a panel under her Global Health Corps role. These, supposedly, were the world’s greatest minds on global health and social enterprise, with Harvard‘s reputation fully stacked behind them. But when it came to language services, they didn‘t know jack.

Here’s what made me realize this:

I was sitting in the back row listening to a panel made up of Barbara Bush, the director of the International Health Specialist Program for the Pentagon (Lt Col Mylene Huynh), Merck’s director of global affairs (Kris Natarajan), Management Services for Health‘s CEO (Jono Quick), and two professors from the Harvard School of Public Health (Drs Jessica Cohen and Till Barnighausen). The topic was “Breaking the Silos: Collaborations That Impact Complex Global Health Issues.” According to the program summary, the session’s goal was to bring together people and information from different fields, all with the goal of improving global health.

When it came time for Q&A, I raised my hand. “People don’t heal if they don’t understand,” I said. “The rest of the world does not speak English.” I then asked what we could do as a language industry to help connect with the global health one.

There was a long pause. Too long. Then Lt Col Huynh from the Pentagon spoke. Bilinguals and heritage speakers need to learn medical terminology. Sure, I thought, that’s a given. The military, she claimed, does not have systems in place to teach medical linguists medical language terms. Okay. Fair enough. She’s acknowledged their need and is speaking out. That, we can address; lessons, we can do.

But then Harvard’s Dr Barnighausen spoke up. And his response made me wonder what I’ve been doing with the last four years of my life, what our industry has been doing the last ten. He told a story about the one time he had worked with a “translator.” He asked the “translator” to ask the patient if his stomach hurt. The “translator” and the patient had a long back and forth conversation before the “translator” said, “No.” Dr Barnighausen’s reaction was to stop working with translators (which is good, as he needs interpreters instead) because “they’re all like that.”

I wanted to weep. I sincerely and utterly wanted to weep. The moderator went on to the next question while I sat there in shock. The camera Harvard was using to record it all (Harvard, conveniently enough, was unable to locate the video upon request) panned away from me and back toward the panel as they continued, but I didn‘t hear a word. I was too in shock. This “expert,” this Dr Barnighausen, wasn’t an expert on language‘s crucial role in health care at all.

This was Harvard. These people were supposed to know what they were doing.

After the session, I ran to the front to try and catch Dr Barnighausen. If, for some reason, our entire industry, the multiple associations that we have, the whole of both certification movements, had not been able to reach him, I would. But I didn‘t. The moderator carted him away before we had the chance to talk. I did get to speak with Lt Col Huynh, though. I told her how glad I was she articulated her answer so clearly, how much I appreciated the information. I told her how much Dr Barnighausen’s remarks had pained me, then what she said pained me even more. “But he’s right. They’re all like that.”

I immediately started gushing about the National Council on Interpreting in Health Care, its code of ethics, the certification for medical interpreters expected this fall. “You mean there are ethics?” she said, “This is a profession?”

This woman works for the Pentagon. She is in charge of our entire military’s medical efforts.

Clearly, there is a disconnect. It is wide and vast and sprawling.

As a language industry we are working hard--harder than ever before--to develop interpreting as a profession. We have more trade associations than ever before, more conferences than in years past, more training opportunities than before. But do they help? And, if so, whom?

There is a disconnect. When representatives of our own government, professors at the country’s purported top school--when our nation’s leaders have never heard of us--when they stand aghast at the sheer principle of our having ethics--when they think we’re all bilingual quacks who summarize--what are we doing wrong? Who are our efforts for?

Conference after conference, session after session, we talk, but to each other. We must talk to the client. We must talk to those who need to listen. Instead of teaching Bridging the Gap, we should be bridging the gap between us and our clients.

But how? In the past, this has fallen on the freelancer, on the LSP, on the person selling the services. That’s why we call it client education. But the LSP can not tackle this great gap by itself. The language industry is being squeezed. Rates are falling, client demands are going up. If the LSP refocuses its effort to focus on client education, the burning of resources will mean there is no LSP left. We need our associations to help us. Clients do not always believe freelancers or LSP’s because they assume we have something to sell. But if the associations would work together to sell clients on our industry, there’s no telling who or how many people we could help.

We must close the disconnect. We must stop thinking intrinsically and think externally. Educational PSA’s on YouTube, an NCIHC booth at global health conferences. Our associations must market this industry just as we LSP’s market our services. There should be no excuse for our nation’s leaders to know so little. Again, there should be no excuse for our nation’s leaders to know so little!

Where are we going wrong? How can we take this talking together and make it working together to educate the client? How do we bridge the disconnect?

In Every Language Interpreter Grant Program

What It Is

A grant for $1,000 worth of on-site, interpreting services made available to healthcare providers who have never used a professional, foreign language interpreter before.

More About It

• In Every Language’s Interpreting Grant Program allows healthcare providers who have never worked with professional, foreign language interpreters to learn first-hand how interpreters help improve patient care for their limited-English proficient patients.
• This program is ideal for providers who
--have not previously known where to find professional interpreters
--are unsure how to work with professional interpreters
--have not previously had funds to budget for professional interpreters
--would like to learn more about using professional interpreters vs friends and family, etc.
• Interpreting appointments are booked by the winner through the In Every Language office on an as-needed basis.
• This in-kind grant on may be used to provide on-site interpreting at your Louisville-based facility in any of the following languages: Albanian, Arabic, Armenian, Bosnian, Bulgarian, Croatian, Czech, Ewe, Farsi, French, German, Haitian Creole, Hindi, Italian, Japanese, Kinyarwanda, Kirundi, Korean, Liberian English, Lingala, Mai-Mai (spoken in Somalia), Mandarin Chinese, Nepali, Polish, Portuguese, Russian, Serbian, Somali, Spanish, Sranan Tongo, Swahili, Uzbek, Vietnamese, and Wolof. (Language availability may change as interpreters move in and out of the Louisville area.)
• In addition, one on-site, cross-cultural training on how to work best with interpreters will be made available to the winner.
• Services must be rendered before 12/31/10 in order to apply toward the grant.

Who Can Apply

Healthcare providers of any type (hospitals, clinics, physical therapists, private practices, specialists, etc) who have never worked with professional interpreters. While we hope that this program will grow to include the rest of the Commonwealth, it is currently only available to providers located in Greater Louisville, Ky.

If your practice has never used a professional interpreter before, we encourage you to apply. If you have any questions about your eligibility or the application process, please call our office at (502) 213-0317.

How to Apply

To apply, please follow these steps:

1. Review the information in this application packet to make sure the In Every Language Interpreting Grant is appropriate for your practice.
2. Complete your application. An application form can be obtained by emailing In Every Language.
3. Please send three (3) hard copies of your proposal by mail to In Every Language; ATTN: Interpreting Grant Program; 812 East Market Street, Suite 201; Louisville, Ky 40206.
4. The committee will then confirm your eligibility and review your application carefully.

The application deadline is June 10, 2010.

Once your application has been submitted, the In Every Language Interpreting Grant Committee (made up of two (2) In Every Language employees and a neutral, third-party) will select the award recipient(s). While ideally one (1) practice would receive the full $1,000, in the event of a tie, multiple awards may be granted.

All applicants will be notified of the winner by email on or before June 30, 2010.

The Fine Print:

By applying for the In Every Language Interpreting Grant, you represent and warrant that you are duly authorized to represent the organization for which you are applying. If selected, you allow In Every Language to publicize the grant and its use by your organization.

The winner will be provided with a rate sheet outlining In Every Language’s standard charges for interpreting and each time an interpreter is sent, the appropriate amount will be deducted from the whole of the grant in accordance with this rate sheet. Should the winner go over their allotted balance, they are responsible for paying the remainder due.

Interpreters are scheduled first-come, first-serve and interpreters may or may not be available in your required language pair depending on interpreter availability at the time of your request.

About In Every Language

In Every Language is a Louisville-based translating and interpreting services provider. We are members of the National Council on Interpreting in Health Care and the Association of Language Companies. We are currently working with the Kentucky Domestic Violence Association to develop the nation’s first certification program for interpreting in domestic violence situations and we played a small, but significant role in the National Coalition on Health Care Interpreter Certification’s efforts to develop national certification for medical interpreting.

In Every Language is also a certified B Corporation. This means that, while we are a for-profit company, we behave like a non-profit when it comes to our commitment to community. As a result of this commitment to community, we are sponsoring an annual $1000 interpreting services grant. Through this grant, In Every Language hopes to help Louisville-based providers understand the vital difference that professional interpreters can make in the course of patient care.

To learn more about how In Every Language can help improve care for you and your patients, please call (502) 213-0317 or visit www.InEveryLanguage.com.

Does It Matter If an Interpreter Is Male or Female?

Here at In Every Language, we try to take gender into account when assigning interpreters for patients who speak Arabic. As one of our interpreters explains in this video (sorry in advance for the low audio quality), it truly does make a difference.

Part Six: How Do I Monitor an Agency’s Performance?

(Back to Part 5.)

There are a number of ways to monitor an agency’s performance. One is to track requests filled, requests returned, no-show and late arrival rates, billing error rates, complaints from providers, responsiveness, resolution of problems, and reoccurrence of problems. This data can usually be tracked electronically on a routine basis with a minimum of effort.

Another way is to actively solicit feedback from your front-desk and provider staff about the agency, either through routine feedback or periodic surveys. How easy is it to order an interpreter? How often do the interpreters arrive late? Are the interpreters polite? Do they engage in appropriate protocols? Do staff members have any reason to comment on the quality of the interpretation? While actively requesting feedback from the people who are using the agency on a daily basis is more cumbersome than electronic tracking, it is the best way of monitoring how the agency is doing.

Source: Roat, Cynthia E. “How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract With Language Agencies.” Los Angeles: The California Endowment, February 2003.

Part Five: How Do I Use an Agency?

(Back to Part 4.)

A few words on working with agencies: each agency will be a bit different in how it does business. How organized you are internally, however, will have a large affect on how smoothly the collaboration goes.

First of all, make sure your internal systems are in place. It should be clear to employees when the need for an interpreter should be noted, who is responsible for ordering the interpreter and how that is to be done. In addition, staff should know who has the responsibility to cancel the interpreter if the patient cancels, whose responsibility it is to sign the interpreter in and out if you require signed encounter forms, and whose responsibility it is to dismiss the interpreter if the patient does not show up. While doing all this by phone may be easier, doing all transactions by fax will leave a paper trail that may be important in case of disputes.

When you order the interpreter, you should be able to provide the patient’s name and some sort of identification number, the provider’s name and the date, time and location of the appointment. Also, be sure you know about how long you’ll need the interpreter; it is very expensive to overbook an interpreter’s time since you are paying by the hour, however it is also nonproductive to underbook an interpreter who then may need to leave for another appointment before the first one is completed. Additional information that is helpful for the interpreter to know is the patient’s gender and age, as this gives the interpreter important clues as to how the patient should be addressed. Finally, any information you can give the agency as to the nature of the appointment will allow the interpreter to come better prepared.

The most important part in working with an agency is clear communication. If you have a concern or complaint, a quality agency will want to know about it. The agency becomes part of your language access team, so the better the teamwork, the more effective your interpreter service.

Source: Roat, Cynthia E. “How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract With Language Agencies.” Los Angeles: The California Endowment, February 2003.

(Go to Part 6.)

Part Four: How Do I Choose the Best Language Agency to Serve my Institution?

(Back to Part 3.)

When you contact a prospective language agency, you will want to inquire about a wide range of issues in order to gauge the likely quality of the services.

Quality of interpreting
• How does the agency recruit interpreters/translators?
The most successful agencies recruit interpreters on an ongoing basis from a wide
range of sources. They will maintain close on-going relationships with the
immigrant and refugee communities from which interpreters may come, as well as
with professional interpreter organizations and training programs. Agencies which
are vague about how they recruit may have difficulty filling your needs long term.

• How does the agency screen interpreter candidates?
Different agencies will have different minimum requirements for interpreters.
While there is some debate whether it is necessary (or even possible) to require that all interpreters have a college degree, all interpreters should certainly be screened for their language skills in both active languages. Screening techniques range from an informal conversation to standardized testing, so ask specifically about how screening is done. As is often the case, standards for common language interpreters (like Spanish) are likely to be higher than standards for interpreters of “hard-to-find” languages.

• Does the agency require interpreters to have received professional training in
interpreting?
As few health and human service interpreters come with degrees in interpretation,
it is very important that interpreters receive some form of professional training as
interpreters. Does the agency require training? If so, how many hours? Trainings
can run from four hours to over 200. Obviously, the longer the training, the better,
but 40 hours is a common length for basic training programs. What does the
training cover? Ask to see the curriculum. The course should, at a minimum, cover
the interpreter role, ethics, modes, basic conversion skills, handling the flow of the session, intervening and medical terminology. The more participatory the course,
the more skill building and practice included, the more effective the course will be. Ask also about the credentials of the trainer. The impact of a course often depends on who is teaching.

• Does the agency require any continuing education of its contractors? If so, how much and what sort of proof do the contract interpreters have to offer?
Continuing education is important and reasonable to expect of interpreters who
provide services regularly. The California Healthcare Interpreter Association (CHIA)
has chapters in the Bay Area, the Los Angeles area, the Central Valley and the
Sacramento area that may provide continuing education for health care interpreters.

• What percentage of the agency’s interpreters is certified?
It is useful to know how many certified interpreters the agency has in each language; however, true certification programs are rare. At the time of this writing, there is no publicly available certification process for health care interpreters in California. However, there are several other forms of interpreter certification of which you should be aware.

The Federal Court system certifies interpreters in Spanish, Haitian Creole and Navajo. The California Personnel Board also certifies court interpreters in Spanish, Arabic, Cantonese, Japanese, Korean, Portuguese, Tagalog and Vietnamese. There is a “Medical Interpreter” certification for legal interpreters providing services for Workers Compensation exams, but this test is not designed to certify clinical interpreters and is offered only in Spanish.

Language Line Services (LLS), a for-profit telephonic interpreting agency, has developed a valid internal certification process, which at this time is available only to LLS interpreters.

American Sign Language interpreters may be certified by the National Association of the Deaf (NAD) or the Registry for Interpreters of the Deaf (RID), with a variety of special certificates for particular venues. The two organizations have also formed a joint task force, the National Council on Interpreting which is developing a new, joint certification process.

The American Translators Association (ATA) accredits translators into English from Arabic, Danish, Dutch, French, German, Hungarian, Italian, Japanese, Polish, Portuguese, Russian, and Spanish; and from English into Chinese, Dutch, Finnish, French, German, Hungarian, Italian, Japanese, Polish, Portuguese, Russian and Spanish.

The Department of Social and Health Services of the State of Washington also has a certification program for health care interpreters who speak Spanish, Russian, Korean, Chinese (Mandarin and Cantonese), Cambodian, Lao and Vietnamese. The state also offers a “qualification” test to interpreters of other languages. Especially with telephonic providers, you may find interpreters in their pools who are certified through this process.

If an agency tells you that all its interpreters are certified, ask who has certified them. If the certification is internal to the agency, ask to see the reliability and validity data to make sure that it is truly a certification test and not simply an assessment. Obviously, you would like to see more certified interpreters than not in an agency’s interpreter pool. However, if it appears that few of the agency’s interpreters are certified, take a careful look before assuming that interpreter quality will be poor. It may be that the agency provides services largely in uncertifiable languages, or that training is being used in lieu of certification to guarantee quality.

• What Code of Ethics are the interpreters/translators asked to follow?
At present, there is no one code of ethics for health care interpreters that is
nationally accepted, although California Healthcare Interpreters Association
(CHIA) has recently published a draft code of ethics8 and the National Council on
Interpreting in Health Care is currently working to build national consensus
around a single code of ethics. As a result, at this time each agency may have its
own code. Ask to see it, and ask how interpreters/translators are instructed about
it. If the code is simply mailed to interpreters, it will be doubtful that they will
really understand it.

• What protocols are interpreters expected to use?
Are the interpreters expected to use first person interpreting, that is to say “I have a stomach ache” instead of “The patient says she has a stomach ache”? Are they
expected to do a pre-session with the patient and provider to clarify their role and
how they will interpret? Do they provide culture-related information if
communication has broken down due to cultural reasons? Will they advocate if
necessary? How are in-person interpreters told to dress and present themselves?
How are the interpreters instructed to handle difficult situations? Many agencies
will have an orientation apart from formal training to teach interpreters the
accepted protocols of that particular agency. Ask to see any instructional materials
that are given out and make sure the protocols are in keeping with professional
practice and your internal guidelines.

• How does the agency provide long-term quality assurance for interpretation?
After the interpreters start to provide services, is there any mechanism in place to see how they are doing? Are interpreters periodically monitored in any way? Or will the agency rely on complaints from you as a quality assurance technique?

• What mechanisms does the agency have to instruct interpreters about specific policies and procedures of your institution?
How does the agency communicate with its interpreters? Is there a newsletter,
monthly meetings, a Listserv? As you work together, it will certainly be necessary
for the agency to communicate details to interpreters about working at your
institution, whether there has been a change in parking designations or there are
new instructions on getting encounter forms signed. Make sure the agency has
some structured way of contacting its interpreter pool.

• Does the agency specialize in any particular industry(ies)?
Some agencies serve all venues: legal, medical, insurance, social service, financial, customer service, educational, etc. Others will specialize in only one or two industries. While a more focused agency will not necessarily give better service, it is easier for interpreters to interpret effectively in fewer venues, simply because this requires a smaller range of specialized vocabulary and protocols. Some large agencies may have different cadres of interpreters to serve different venues, or may provide assistance with vocabulary development to interpreters who serve multiple venues. If the agency serves a wide range of venues, you might want to ask specifically how the agency guarantees quality across so many different situations.

Interpreter service

• Available languages
You will want to ask the agency about the depth and breadth of its interpreter pool.
How many interpreters does it have actively available on a daily basis? How many
in each language? How many are really qualified? Some agencies seem to have an
awfully long list of “available languages,” making one wonder if those interpreters
would really be available if and when you needed them.

To evaluate what you learn about the agency’s capacity, you will need to know your organization’s language needs, both by language and by demand. What are your top five languages? Which language requests have you found especially difficult to fill? Some agencies specialize in certain language groups: Spanish only, Asian languages only, “hard to find” languages only, ASL only. Instead of expecting one agency to cover all your language needs, it may be better to have multiple contracts with various agencies, and use each for the service in which it specializes.

• Back-up alliances
Some agencies have agreements with other agencies to back each other up if one
agency cannot cover a request. While this practice will certainly expand the
agency’s capacity, you will want to make sure that the allied agencies maintain the
same standards that you would expect from the contracted agency.

• Responsiveness
What percentage of all requests is the agency able to fill? This data the agency
should be tracking and should be willing to share. Remember that no agency can
fill 100 percent of requests.

• No-show rates
How often do this agency’s in-person interpreters fail to show at appointments? As
with response rates, the agency should track this and be willing to share the data.

• Connect times (for telephonic interpreter services)
What is the average connect time? Connect times of 45 seconds or less are
competitive; more than that is questionable. Also, ask how connect times are
calculated. They should be counted from when the call starts to ring at the agency
until an interpreter is on the line. You also might want to ask about connect times
on your most common languages. Since it may well take longer to get an interpreter
in a rare language than in a common one, chances are that connect times for
Spanish will be less than the average.

• Special equipment requirements (for telephonic interpreter services)
Many telephonic interpreter services will be able to recommend specific speaker
phone technologies. A few require particular equipment in order to provide their
service. Since additional technology will certainly add to cost while potentially
improving quality, it is important to hear what technology upgrades you may need
to work with each agency.

• Disaster recovery system (for telephonic interpreter services)
If there were to be some sort of national disaster, access to telephonic interpreters would become more important than ever. Or, if there were a local disaster near your agency’s call center, communications might be interrupted. Since your agency depends entirely on phone lines and computerized switching systems, what plan is in place if the lines go down? Some telephonic interpreting agencies now have completely redundant communication systems, allowing them to easily switch
systems if one technology fails. It is especially important to ask about disaster
recovery systems if you are contemplating using a telephonic service as the sole
provider of your interpreter services.

• Switching equipment (for telephonic interpreter services)
For those with experience with call centers and telecommunications, information
on the agency’s switching system can tell you a great deal about how prepared it
will be to handle a large volume of calls, track connectivity statistics and provide
accurate billing and reporting.

• What additional services are offered?
As mentioned above, some agencies offer ancillary support services that may be of
use to you. The more services they offer, the more of a partner they can become.

Administrative
• Fees
Of course you will want to ask about fees. In-person interpreter services are usually charged by the hour, with a one-hour minimum, although this may vary based on location. Telephonic interpreter services are usually charged by the minute. Fees
may vary based on language or by the time of day of the service. In addition, there
may also be a one-time set-up fee, a monthly minimum, volume discounts and
cancellation fees. Make sure you know all the fees before you sign up.

• Cancellation policies
What is the agency’s cancellation policy? If you cancel a request for an interpreter, will you be charged? Most agencies will not charge if the cancellation is more than 24 hours before the appointment. Some agencies will charge, as they feel it only fair to pay the interpreter whose time has been reserved and who may not be able to get another appointment to replace the cancelled one. Same-day cancellations are almost always charged.

• Company history
Learn as much as you can about the people at the agency. Who started it? What
was the founder doing beforehand? Does the founder have previous experience in
the language field? How long has the agency been in business? How quickly has it
grown? Who are the key players at the agency and what are their backgrounds?
These questions can give you a feel for the people behind the logo: the people with
whom you will be dealing, and the people whom you will need to trust in order to
build a working business relationship.

• Industry involvement
Is the agency at all involved in helping to build the health care interpreting field? Is the agency a member of CHIA, of the American Translators Association (ATA), of the National Council on Interpreting in Health Care (NCIHC)? Does the
agency provide scholarships for interpreters to get training, or support local
training efforts? Agencies that are supportive of the field are demonstrating
commitment to quality interpreting that may be reflected in their services.

• Key documents
Ask to see a standard contract and an example of a billing statement. If you are
going to need specific data on your bill that is not routinely provided, bring that up in negotiations to assure that the agency has the capacity to track that data.

Finally, after you have asked all your questions and reviewed all the materials provided to you, ask for references. While it is not appropriate to request a complete client list, agencies should be able to put you in contact with a few current clients. When you talk to the references, ask for specific information as opposed to general impressions.

If you are contracting for telephonic interpreter services, your last step is to request a test call. This means that the agency allows you to put through one interpreter request free of charge in order to test how the service works. You may want to try an uncommon language to see if the agency can really come through, or you may want to request your most commonly needed language, to see how the agency will respond in the situation for which you will most use it.
Either way, a test call can be most revealing and will give you a good feel as to how the agency will really function.

Choosing an agency (or agencies) may seem rather complicated, however a quality agency will be your best partner in meeting your language needs. Having to recontract with new agencies because the old ones didn’t work out is a major investment of effort. It’s worth the time up front to choose an agency that can serve your needs well so that you can both get about the business of providing language access.

Source: Roat, Cynthia E. “How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract With Language Agencies.” Los Angeles: The California Endowment, February 2003.

(Go to Part 5.)

Part Three: How Can a Language Agency Help Me?

(Back to Part 2.) 

How can a language agency best serve your organization? The answer will depend on the level of demand, your internal resources, the language mix of your patient population, and the capacity of the agencies at your disposal. Most health care and social service institutions use a combination of resources to meet language access needs. Language agencies can be integrated into your language access service in a variety of ways, depending on the needs of your institution.

Auxiliary support for overextended staff and/or contract interpreters
Institutions with in-house staff interpreters, contract interpreters, and trained bilingual staff who interpret, will often call an agency as an auxiliary resource when other (usually less costly) resources are not available. Even if you have three full-time Spanish interpreters on staff, you will need some additional help when seven Spanish-speaking patients all book appointments for 10 a.m. on Tuesday. Or you may have interpreters available only between 6 a.m. and 11 p.m. and need some help covering the occasional emergency at night. The right agency can fill this need on an ad-hoc basis without your incurring the cost of hiring more staff.

Primary source of interpreters of languages of low demand
Some organizations use agencies primarily to provide interpreters for those languages that they only need occasionally. Even with a full complement of staff interpreters, contracted interpreters and bilingual providers, you may not have anyone who speaks Ibo, Chamorro or Kurdish. Languages such as Khmer, Korean, or Cantonese may be more commonly spoken among your patient population, but you still may not have a large enough demand to warrant contracting or hiring a staff person. Agencies are more likely to have interpreters of languages of limited diffusion.
Also, because agencies generally serve many institutions, they may be able to keep such interpreters busy enough that they seek training and gain sufficient experience to become skilled interpreters.

Substitute for an internal interpreter service
Some institutions find it simpler to outsource all of their language assistance needs; they use the agency as a substitute for an internal interpreter department. In these cases, anyone in the institution who needs an interpreter simply calls the agency directly. This obviates the need for an interpreter service department or complicated decision trees of whom staff should call with language needs.

Source: Roat, Cynthia E. “How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract With Language Agencies.” Los Angeles: The California Endowment, February 2003.

(Go to Part 4.)

Part 2: What Can I Expect From a Language Agency?

(Back to Part 1.)

Credibility

Just as in any business relationship, you should be able to trust an agency’s integrity. This is a fast-growing industry in some parts of the state and the nation, and there is little oversight. Because of fierce competition, high expectations by users and a lack of national standards in the field, it seems that some agencies stretch the truth a little – or a lot – in representing their services. When you approach an agency (or one approaches you) about providing services to you, don’t be afraid to ask questions and require verification of the answers. Agencies that are serious about providing a quality service will be willing to share this information.

Quality interpreting
The most important expectation you should have of a language agency is quality interpreting. After all, this is the product it is selling. Interpreters should be carefully screened and should have professional training. An agency should be willing to guarantee the quality of the language services being sold. When the agency cannot provide an interpreter whose skills it can stand behind, it should advise you before accepting the assignment and tell you the qualifications of the person it can provide. Especially with languages of limited diffusion, it may be that an untrained bilingual is the best you can hope for, but you should know that before the interpreter arrives.

High quality customer service
A language agency, like any business, should be able to provide good customer service to you, the client. Some aspects of good customer service include:
• Polite and efficient call center staff
When you call the agency, whoever answers the phone should be courteous,
efficient and knowledgeable.
• Ability to meet your demand for interpreters
The agency should be able to fill most of the appointments you assign, except in
languages that it told you at the time of contract that it could not provide. A
response rate over 85 percent is acceptable for some, but many agencies have
internal benchmarks of 95 percent or higher. Telephonic availability rates will
likely be higher than in-person rates, and the rates for “hard to find” languages will likely be lower. Remember that no agency will be able to fill your requests 100
percent of the time.
• Low cancellation rates
If an agency commits to sending an interpreter, you should be able to expect that
it will send one. Calling you back to say that an interpreter could not be provided
for an appointment that was already accepted should be a very rare occurrence.
• Low no-show or late arrival rates
When the agency commits to sending an interpreter, the interpreter should actually arrive — and arrive on time. Again, there will always be occasional no-shows
or late arrivals, but this should be the exception.
• Acceptable emergency response time
If you call an agency for a walk-in patient, the agency should be able to get you an
interpreter within an hour (depending on the location of the appointment and the interpreter and the language). Many agencies, even those that do not routinely offer telephonic interpreting, will offer an interpreter over the phone in emergency
situations that require an interpreter immediately.
• Implementation
If you request it, an agency should be willing to train your staff on how to use the
agency’s services, and perhaps even on how to use an interpreter if the agency is the sole provider of language services in the system.
• Rational scheduling of interpreters
It is reasonable to expect that the agency will not overbook its in-person
interpreters so that the interpreter must leave in the middle of an appointment. If
the appointment runs over because the clinic is running behind, or if more services
are required than were originally requested, the interpreter and the agency should
not be penalized if the interpreter has to leave. If this becomes a pattern, it would be wise to negotiate a solution with the agency.
• Rapid connect rates
For telephone interpreter services, the agency should be able to provide an average
connect rate of under a minute, measured from when the phone starts to ring at
the agency to when an interpreter is on the line. Some agencies’ average connect
rates are under 30 seconds.
• Effective complaint resolution
Preferably, there should be someone assigned to your account (an account
manager) or someone assigned to resolve problems who will respond to your
concerns promptly. It is reasonable to expect at least a return call within 24 hours, even if resolving the problem takes longer. Agreements should then be fulfilled and promised services delivered. In addition, the agency should have a method of tracking and documenting concerns so that patterns can be identified.

Good business practices
Language agencies should be treated like any other contracted service:
• Contract
There should be a clear contract in place that assigns liability and specifies
responsibilities, pay rates and the manner of resolving difficulties. A contract
should be signed regardless of how small a client you may be.
• Computerized billing
The agency should have a system for providing accurate, timely billing.
Computerized billing is a virtual necessity, with tracking based on signed
encounter forms if the service is done in-person.
• Data collection
The agency should have the capacity to collect and report on basic data such as
appointment date, language, encounter, name of the interpreter, and start and end times.
• Financial stability
The agency should be financially stable. Agencies which function with limited cash
flow will not be likely to provide you with consistently high-quality services.
Agencies can reasonably be expected to wait 30 days for payment, but if your
institution routinely takes 60 or 90 days to pay contractors, you should make sure
the agency is able to wait that long for payment and still remain solvent.
• Solicitations
The agency or its interpreters should not solicit your providers directly but should
deal with administration.

Extra services
Some agencies may be able to provide additional services such as customized billing, participation in pilot projects, special tracking, provider training, telephonic aid in identifying patient languages, language identification cards, patient reminder calls, account managers, special pricing programs, implementation support and consulting services around language access services.

What’s not reasonable?
As mentioned above, some expectations of agencies are not reasonable. NO agency can be expected to:
• Fill all your requests all the time.
• Guarantee a 0 percent no-show rate.
• Have access to interpreters in every language in the world.
• Provide highly trained interpreters in languages of very low demand.
• Guarantee in-person interpreters available in under an hour.
• Provide weekly billing.
• Allow you to require its interpreters to do written translations while on an
interpreting assignment.
• Provide patient transportation.
• Allow its interpreters to participate in medical interviewing or securing
information from patients without providers present.
• Publish a list of its interpreters.
• Give out telephone numbers of interpreters.
• Allow you to work interpreters over three hours without a break.
• Provide highly complex data analysis at no extra cost, beyond normal
billing/reporting.
• Implement different policies and procedures for each customer.
• Allow you to contract directly with an interpreter who has come to your
institution through the agency.
• Write off charges incurred because of errors on the part of the health institution
staff.

Most important in deciding what is reasonable and unreasonable to expect from an agency is to have clear understandings at the beginning of the partnership and to maintain regular open lines of communication so that difficulties can be addressed and resolved.

Source: Roat, Cynthia E. “How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract With Language Agencies.” Los Angeles: The California Endowment, February 2003.

(Go to Part 3.)

How to Chose the Right Interpreting Company: Introduction

It's been a while since the California Endowment released Cindy Roat's letter on how to pick the best interpreting company for you. But the information in it is still important today. In effort to try to get this information to our clients, I'm going to post the letter here, with Cindy's permission. Technically, the California Endowment requests that we publish this in its entirety. Unfortunately, Blogger has another idea as blog entries can only run a certain length. I'll be publishing the letter one section at a time, instead, but these entries will be back to back and I certainly encourage you to read them all.

Let me know what you think!

---

It happens every day. A patient comes in for an appointment; the doctor speaks English, the patient speaks Spanish. The social worker meets with a client about a problem with food stamps; he speaks English and Spanish, the client speaks Hmong. The school nurse calls home about a child with a fever. She speaks English; mom speaks Farsi, Armenian, Somali, or one of a hundred different languages. How is the service provider to do his or her job well in the face of these language differences?

There is a growing awareness in California, and across the United States, of the importance of quality language services to support communication between service providers and Limited English Proficient (LEP) patients and clients. Federal Civil Rights guidelines and accreditation standards are becoming clearer about these requirements.1 A growing body of research is showing that the use of family, friends and untrained bilingual staff to interpret leads to poor communication, and other research is showing that unclear communication leads to poor outcomes and higher service costs. Serving a multilingual community is becoming the norm for most health and human service organizations, leaving administrators searching for the resources that will help them close this language gap most efficiently.

There is no one formula for providing language access services. Hospitals, clinics and social service agencies are hiring staff interpreters, training bilingual staff to interpret and recruiting bilingual providers. Many are turning to a unique resource and a growing industry that can play a vital role in assuring language access for LEP patients and clients: the language agency.

Language agencies are organizations that provide interpretation and/or translation services to another organization, usually in return for a fee. They are also called interpreting agencies or translation agencies. They may differ in a number of ways. Some only provide interpreter services; others provide a variety of services. Some provide in-person interpretation only, some telephonic interpretation only, others provide both. Many are small, privately owned, for-profit companies, often started by entrepreneurs who were (or still are) interpreters themselves. Some are divisions within nonprofit community service agencies set up to coordinate support for immigrants and refugees. Others, especially telephonic interpreter agencies, may be large national corporations. Some specialize in particular venues, such as the legal or health care arenas, while others serve a variety of industries. None of these profiles are intrinsically better than the others; the key is to have
a clear idea of what you want from the agency and to choose one that meets those requirements.

How best to use a language agency? What can you expect from such a service? And, how do you choose a good one? This publication is designed to assist health and human services administrators who are interested in contracting with a language agency and who are asking themselves these questions. It deals principally with agencies providing interpreter services, as opposed to translation services, and spoken language as opposed to sign language. Much of the information included here, however, will also apply to translation agencies and to agencies specializing in interpretation for the deaf and hard of hearing. The purpose of this publication is to help you consider how a language agency might fit into your language access program, to suggest what you might look for when you are choosing an agency, and to help you avoid unrealistic expectations of an agency. In addition, a compendium of a few language agencies from each region of California is included to give you a sampling of existing resources. Language agencies can be a valuable partner in serving your LEP clients and patients; hopefully this guide will help you to find a good one and to work with it efficiently.

Source: Roat, Cynthia E. “How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract With Language Agencies.” Los Angeles: The California Endowment, February 2003.

Go to Part 2.

Grant Opportunities for Medical Clients

We don't find out about grant opportunities as often as we'd like here at In Every Language, but when we do, we certainly like to pass them along.

Please note that the information below was provided to us by Julia Puebla Fortier, a moderator with Diversity Rx's CLAS list-serv.  I have not personally looked into these Robert Wood Johnson Foundation grants, so I can't vouch for how accessible they are or aren't, but I certainly welcome any feedback you'd like to provide on them in the comments section.

Thank you!

Finding Answers: Disparities Research for Change - Current calls for proposals - Calls for proposals - Grants - RWJF
Link: http://www.rwjf.org/applications/solicited/cfp.jsp?ID=20941

Communities Creating Healthy Environments: Improving Access to Healthy Foods and Safe Places to Play in Communities of Color - - Calls for proposals - Grants - RWJF
Link: http://www.rwjf.org/applications/solicited/cfp.jsp?ID=20961

Who Do Amateurs Practice On?

No long post today, just a couple of ideas for thought:

We've all seen bilinguals looking to get their "start" as interpreters. But my question is, who are they starting on? And what are they starting with?

All these thoughts tonight got started when I found where I'd written down a Cynthia Roat quote after hearing her speak at a medical interpreters' conference in Lexington, Ky. I put it here below, then leave you with that:

"The emergency room, the courtroom, these are not the places to be practicing!"

In Every Language and Ky Domestic Violence Association Work Toward Certification

Check out the following press release we issued this morning:

In Every Language, a Louisville-based interpreting and translating provider, has joined the Kentucky Domestic Violence Association’s council for the development of domestic violence interpreting certification. As there is currently no domestic violence interpreting certification available in the United States, the certification will be the first of its kind. Lead by Isela Arras with the KDVA, the Interpreter Certification Project hopes that its certification model, once complete, can be used to qualify or certify domestic violence interpreters in other states. This project therefore only not impacts victims of domestic violence in Kentucky, but has the capability to help people throughout the nation.

A separate certification for interpreting in domestic violence situations is needed due to domestic violence interpreting’s highly-specialized nature. The field is quite different from interpreting for other situations due to the job knowledge, personal sensitivity, and bilingual vocabulary it requires. While resembling medical interpreting in its confidential nature, domestic violence interpreting also requires legal and community interpreting expertise, as well as skill-sets not involved in other interpreting specializations. The council is also writing a training manual and continuing education modules that will serve as aids in certification preparation and maintenance. Once completed, a database of those interpreters in Kentucky both trained and certified for domestic violence situations will be available to KDVA’s shelter programs in the Commonwealth.

The Interpreter Certification Project has grown out of KDVA’s existing Immigrant and Refugee Women Project, a statewide task force working to ensure immigrants and refugees receive equal access to domestic and sexual violence services in Kentucky. In Every Language was selected for the council because of the company’s commitment to community outreach and service.

In Every Language is located in Louisville, Ky, where it works to provide quality translating and interpreting services for social-service and social-entrepreneurial situations throughout the Southeastern United States. The company’s website is http://www.ineverylanguage.com.

Based in Frankfort, Ky, the Kentucky Domestic Violence Association works to ensure that the right to live free of any form of domestic abuse is valued, protected, and defended in the Commonwealth of Kentucky. The KDVA can be found online at http://www.kdva.org.

Tips for Working with Legal Interpreters

A few tips I came up with to help our legal clients better work with interpreters. If you have any to add, please feel free.

1) Work with professional interpreters, as opposed to bilingual grocers/wait staff/etc. You are a professional and your client expects professional service from you and everyone you contract on his/her behalf.

2) Ask for the right type of interpreter. For legal proceedings, a legal interpreter is the easy default; however, if you're deposing an doctor about a malpractice suit, then you might need an interpreter who's worked in medical situations as well. Make sure your interpreter specializes in the case's subject matter.

3) Request the right language. Many languages have multiple dialects. Spanish, for example, has 19 major dialectal forms.

4) For appointments slated to last longer than three hours, schedule two interpreters who will work in half-hour blocks. When working with only one interpreter, schedule regular breaks.

5) Allow for extra time. Everything everyone says will have to be said twice and, in addition, some languages simply take more words to say something than others. Spanish, for example, uses 33% more words to say something than English.

6) Prepare the interpreter. Provide him/her any police report, transcripts from preliminary hearings, and other materials. In cases where multiple translations are available, knowing the context will help your interpreter choose the correct one.

7) Practice working with the interpreter when you prepare your client for questioning. You'll get the kinks worked out ahead of time, everyone will look more polished, and your client will be more at ease.

8) Keep it in the first and second persons. Instead of telling the interpreter "Ask him where he was on the night of the 15th," say "Where were you on the night of the 15th?"

9) Be as precise as you can with your questions. Anything in your syntax that is unclear (i.e., dangling modifiers, unidentified pronouns like "it," double negatives), may be interpreted incorrectly.

10) Be aware that EVERYTHING you say will be interpreted, even if it's just to ask the secretary for more coffee.

11) Don't be surprised if your interpreter has questions about seemingly simple vocabulary words. What's only one word in our language could be one of many words in the other language, depending on the context. In French, for example, the English word meeting could be a "tête-à-tête," a "rendez-vous," a "conference," or even a "meeting."

(Blogger's note: Only after Tweeting this post did I realize I put this same article on the blog Tuesday, June 17, 2008. Must be something about June that makes me think legal! My apologies to those of you who are long-time readers.)

Grant Awarded for Medical Interpreting

The following article written from staff reports is being reprinted from the June 15, 2009 issue of the Citizen-Times, a newspaper in Ashville, Nc:

"Buncombe medical society receives grant to expand interpreter network"

Buncombe County Medical Society Foundation has received a $7,000 grant from the Community Foundation of Henderson County to expand the WNC Interpreter Network into Henderson County.

WIN provides qualified and trained interpretation and translation services to medical practices and other agencies. WIN has provided interpretation services for 1,300 patients at 4,000 appointments in Buncombe County since its inception in 2005.

WIN will partner with the Blue Ridge Community Health Services to expand the availability of interpreters to physician practices at low cost.

“The expansion of WIN services into Henderson County will have a significant impact on our limited English proficient community,” said Jennifer Henderson, CEO of BRCHS. “We are excited to partner with BCMS and its innovative WIN program. Qualified interpreters through WIN will allow BRCHS to direct its own resources back to the community health center to address the significant health disparities of our patients and the community.”


(Blogger's note: Althea Gonzalez with the Buncombe County Medical Society will be speaking at the Second Annual Southeast Regional Medical Interpreter Conference this week at the University of Kentucky. More information available at http://bit.ly/RmR5O.)

Healthcare Providers Struggle with Language Support

While reading the ATA Newsbrief of the week, I came across this excerpt from Eliza Barclay's article "Speaking the Same Language" which ran in the Washington (DC) Post on April 21:

The growth of immigrant communities throughout the United States has been challenging for hospitals, clinics, and healthcare providers that must negotiate lingual and cultural pitfalls. In the Washington, DC-area, there is a notable lack of language and cultural services in both large physician practices and small primary care clinics. Isabel van Isschot at La Clinica del Pueblo calls the failure to provide an interpreter "a form of discrimination." Immigrants with enough knowledge of English to get by at work may have a tougher time understanding doctors because of medical terminology. The cost of language services is a major issue for doctors and hospitals, who say the government should pay for the services. However, hospitals and physicians who accept federal funds are required to offer language services under the Civil Rights Act of 1964. Some federal funding for interpreting services is accessible via Medicaid and the Children's Health Insurance Program, but only the state of California has made private insurers responsible for providing interpreting services to patients. Proponents say the issue is not a political priority. In Montgomery County, Maryland, Sonia Mora, Manager of the Latino Health Initiative in the Department of Health and Human Services, says language services have significantly improved during the past five years. Montgomery County provides professional medical interpreters to county clinics for free. "Now we're starting to see that it's going to save us money, because people are going to be healthier," Mora says.