Providing interpreting services during times of crisis, specifically in response to the COVID-19 pandemic, is a shared priority among all language access stakeholders - interpreters, managers, interpreter referral agencies, patients, and healthcare providers. Delivering interpreting services via remote modalities offers one possible solution to minimize the risk of exposure and transmission of contagions. In this presentation, the panelists will address practical areas of concern and consideration for all stakeholders when transitioning from an on-site model to a remote model for interpreter services. The presentation will focus on delivery of both spoken and signed languages and include a moderated Q&A to address attendees' questions and concerns as best possible. 1. Guidance for interpreter services managers and agencies on how to set up an emergency call center for Over-the-Phone Interpreting (OPI) and/or Video Remote Interpreting (VRI) and how to support staff interpreters in this transition 2. Guidance for interpreters on transitioning from in-person to remote to make their service delivery smooth and less stressful, especially for those who have never done remote interpreting before 3. Tips for healthcare providers in working with remote interpreters and strategies to ensure effective communication when adapting to the transition

1. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
Temporary Transition to Remote
Interpreting During Health
Emergencies: Guidance and Tips for
Language Access Stakeholders
March 28, 2020
11:00 AM Central
NCIHC.org

2. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
You can access the recording of
the live webinar presentation at
www.ncihc.org/

3. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
Housekeeping
- This session is being recorded
- Certificate of Attendance
*must attend full 90 minutes
- Audio and technical problems
- Questions to organizers
- Q & A
- Twitter #NCIHCWebinar

4. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
Welcome!
Moderator:
Wilma Alvarado-Little, MS, MSW

5. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
Welcome!
Presenters:
Nick Arce, MA, MS,
CHI, CPXP
Jody Prysock, MS, CI

6. STEADY ON…
JODY PRYSOCK, MS, CI

7. DURING
TRANSITION
AND CHANGE…
WE NEED TO BE:
Flexible
Creative
Patient
Calm
Compassionate
Collaborative

8. FEELINGS OF…
Anxiety Ambivalence Guilt
Fear Confusion Unpreparedness

9. VRI
MODEL:
Company
Call Center
Contract
Clients

10. VRI
BENEFITS:
Cost Effectiveness
Availability
Efficiency
Compliance

11. VRI IN
HOSPITALS
AND PRIVATE
PRACTICES
LIMITATIONS:
Stakeholder
Equipment
Connectivity
Training
Relationship
Accessibility
Regional
Environment
Positioning
Blind or Low Vision
Clinical Consistency

12. HOWEVER…
THIS IS THE TIME FOR:
• INCREASING SAFETY
• REDUCING TRANSMISSION
• ENSURING FAMILY /SELF CARE
VRI IS NOT THE ONLY OPTION

13. OPTIONS FOR REMOTE INTERPRETING? YES? NO?
ZOOM MS TEAM WEB EX
FaceTime SKYPE Doxy.Com

14. THINGS TO
CONSIDER:
• EXPERIENCE
• LEARNING CURVE
• “OLD SCHOOL” AND TECHNOLOGY
• HOME ENVIRONMENT
o SPACE
o QUIET
o LIGHTING
o MINIMAL DISTRACTIONS
o EQUIPMENT

15. THE
“ENCOUNTER”
• USE A SCRIPT
• PRE-SESSION
• PARTICIPANTS
• GOAL OF SESSION
• CLARIFY
• AFFECT

16. RESOURCES
• REACH OUT TO DEAF/HOH
COMMUNITY
• CONTACT INTERPRETER
REFERRAL AGENCIES
• TALK TO COLLEAGUES

17. WE’RE ALL IN THIS TOGETHER!
• LET’S RALLY TO THE CHALLENGE
• COMMUNICATION AND RELATIONSHIPS
HAVE NEVER BEEN MORE IMPORTANT
• REDUCE ISOLATION
• WE CAN TAKE CARE OF OURSELVES …
AND STILL SERVE OTHERS

18. STEADY ON…

19. TEMPORARY TRANSITION TO OVER-THE-PHONE
INTERPRETING (OPI) BY CREATING A CALL CENTER

20. TEMPORARYTRANSITIONTO OVER-THE-PHONE
INTERPRETING (OPI) DURINGTIMES OF CRISIS/
HEALTH EMERGENCIES

21. “CALL CENTER” DEFINED
¡ A call center is a centralized
service/office used for the
purpose of handling a large
volume of telephone calls.

22. WHY USE A “CALL CENTER” DURING TIMES OF
CRISIS?
¡ Makes the best use of
internal “people” resources,
while minimizing risk/
unnecessary exposure
¡ Ensures continuity of quality
operations for all
stakeholders (healthcare
professionals, patients, and
families)
¡ Helps manage/reduce costs

23. WHO DO I NEEDTO
INVOLVETO
CREATE A CALL
CENTER?
Key Stakeholders
¡ Information Technology
Department
¡ Telecommunications
¡ PBX
¡ Compliance
¡ Human Resources
¡ Financial Decision-
Makers

24. CALL CENTER MODELS
¡ On-site/In-House OPI Interpreters
¡ Remote OPI Interpreters
¡ Hybrid – On-Site/Remote OPI
Interpreters

25. WHAT KIND OFTECHNOLOGY SHOULD I USE?
¡ Call Centers use a wide variety of
different “Call Management
System” technologies or
“Telecommunication software” to
allow them to manage large
volumes of calls.
¡ These technologies facilitate
queueing and processing of
calls, maintaining consistent
workflows for agents/
interpreters and callers.

26. KEY FEATURES
TO LOOK FOR
IN CALL
MANAGEMENT
SYSTEMS
¡ CTI (Computer
Telephony
Integration)
¡ Call Queue
¡ Call Routing
¡ Call Recording
¡ Quality
Monitoring
¡ Report
Functionalities

27. CALL CENTER
COMMUNICATION
AND PHONETREE
¡ Phone Tree Greeting
¡ Managing
Expectations
¡ Phone Tree Options
(Routing By Skillset:
Languages;
Overflow/Rollover
to OPIVendor)
¡ Scripts for
Interpreters

28. QUALITY ASSURANCE & CALL CENTER METRICS
¡ Average Wait Time to Answer
¡ Percentage of Calls Answered
¡ Average Length of Call
¡ Number of Interactions Abandoned

29. ESTABLISH AND DEFINE KEY PERFORMANCE
INDICATORS (KPI)
¡ Individual Agent Calls Answered Percentage = 98%
¡ Average Speed of Answer = 30 – 45 Seconds
¡ Maximum Wait to Answer = 45 - 60 Seconds

30. CALL CENTER DOWNTIME PROCEDURES
¡ “Downtime” means calls are not
coming in or are not answered, due to
technical difficulties.
¡ Establish a contingency plan to
identify all the elements necessary to
the call center operation, including
people, processes, and equipment.
¡ This means planning for situations
in which these elements will not
be available with back-up strategies
for a variety of emergency conditions.

31. OPI FUNDAMENTALS FOR “NEW”TELEPHONE
INTERPRETERS
¡ Decide whether to provide name or
employee ID for documentation/regulatory
purposes
¡ Establish clear session expectations via Pre-
Session about consecutive interpreting via
phone
¡ Just like on-site interpreting, leverage note
taking to support memory, as appropriate
¡ Don’t be afraid to Seek Clarification,
especially with the lack of visual cues
¡ Be prepared to Troubleshoot Technology

32. OPI FUNDAMENTALS FOR “NEW”TELEPHONE
INTERPRETERS
¡ “Feedback is a Gift”
¡ Encourage frequent breaks between
interpreting calls
¡ Provide each interpreter their own high-
quality headset (and germicidal
disposable wipes) – avoid using Speaker
¡ Ensure workspace is soundproof/noise-
free to support their work
¡ Provide credible online resources

33. OPI FUNDAMENTALS FOR PROVIDERS
What do Providers Need to Know?
¡ Brief the interpreter on what you want to accomplish with call
¡ Speak slowly, using short sentences with frequent pauses to allow
interpreter to provide accurate and complete interpretation
¡ Identify situations when telephone interpreting is inappropriate
¡ Be prepared to Troubleshoot Technology

34. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
Q&A
Jody Prysock, MS, CI Nick Arce, MA, MS,
CHI, CPXP
Wilma Alvarado-Little,
MS, MSW

35. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
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36. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
Temporary Transition to Remote
Interpreting During Health
Emergencies: Guidance and Tips for
Language Access Stakeholders
March 28, 2020
11:00 AM Central
NCIHC.org
NCIHC.orgThank you for attending!

37. NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE
You can access the recording of
the live webinar presentation at
www.ncihc.org/