For Consumers

Tips for working with an interpreter over the phone (audio only)

Your role

Phone interpreters may receive several calls a day – each one requiring special attention in a specific field. When working with an interpreter over the phone, there are a few things you should keep in mind to ensure your calls are handled quickly and successfully:

  • Always speak in first person, just as you would in a normal conversation. For example, say, “Do you have a Medicare card?” instead of, “Ask her if she has a Medicare card, please.”
  • Immediately introduce yourself to the limited-English proficient (LEP) client and explain your reason for calling.
  • After you speak one to two sentences or finish a thought, pause to give the interpreter enough time to interpret. Note: You’ll experience pauses when the interpreter repeats each statement in the respective language.
  • Be prepared to explain some things in more detail for the phone interpreter. Some terminology and concepts may not have an equivalent in the target language.
  • Control the conversation. The phone interpreter is only there to interpret. You’re responsible for making sure the LEP client receives the same service as an English-speaking client.
  • Ask the interpreter and the LEP client questions to ensure they understand what you want to communicate.
  • Avoid asking the interpreter for their opinion about the situation being interpreted.

Note: Language Link can accommodate three-way phone interpretation calls. Tell the Language Link call center agent, at the start of the call, the name and phone number of the third party, and they’ll arrange the call for you. The interpreter cannot facilitate this for you.

Your phone interpreter’s role

  • Make sure your interpreter introduces him or herself using a first name.
  • Your interpreter should not have a side conversation with you or the client. He or she must relay everything that is said back to you or your client. This includes any advice the client may ask the interpreter.
  • Your interpreter should not discuss anything unrelated to the phone interpretation assignment.