Building a Language Services Department

Transcription

1 Building a Language Services Department Ruma Bhowmik, MSW Director-Language Services Northern Virginia Area Health Education Center () September 5 th, 2010 IMIA Annual Conference 2010 Boston, Massachusetts

2 Vision: The is a powerful catalyst for socially responsible initiatives which foster access to services for vulnerable members of our community.

3 Mission: To increase access to primary healthcare by recruiting, training and supporting providers.

4 Northern Virginia Area Health Education Center (NV AHEC) Nonprofit Language Services Agency Proficiency Test Bilingual Interpreters Train Interpreters Trains Translators Conduct Provider Workshops

5 Northern Virginia Area Health Education Center (NV AHEC) Provides Face-to-Face Contract Interpreting Expert in Medical Interpretation Provides Contract Translations

6 NV AHEC S Language Service s Department Director of Language Services Administrative Scheduler Data Entry/Scheduler Contract Interpreters Contract Translators and Proofreaders

7 Why Build a Language Services Department? What does the audience think?

8 SERVICES DEPARTMENT Who is your Target Audience? Who will you market Interpretation Services to? ~Will you provide Interpretation Services at your healthcare facility or to community? IF NOT How will you find your target audience? ~Survey your Community about its Language Services Needs

9 SERVICES DEPARTMENT Build Your Team: Tools Needed Department Leadership Competent Interpreter Scheduling Staff Tested and Trained Interpreters Department Policies and Procedures Scheduling and Tracking System

10 SERVICES DEPARTMENT (continued) Department Leadership is the Director or Coordinator Makes daily critical decisions Develop, implement, and enforce departmental policies and procedures Maintains communications with Providers/Clients, Interpreters, and schedulers

11 SERVICES DEPARTMENT (continued) Competent Interpreter Scheduler Multi-task & Organized Understand the scheduling system and track Know Provider/Client and their needs Understand Interpreter requirements and expectations

12 SERVICES DEPARTMENT (continued) Tested and Trained Interpreters Recruit Culturally & Linguistically Competent Interpreters Who will Test and Train Your Interpreters What type of Interpreters are you seeking for: Medical or Community How many Interpreters will be required in order to provide satisfactory Interpretation Services in your area

13 SERVICES DEPARTMENT (continued) ***Develop, Implement, & Enforce Departmental Policies & Procedures*** Interpreter Recruitment Requirement and Expectations Interpreter Request Process Interpreter Scheduling and Assignment Process Resolving Provider/Clients complaints Hours of Operation

14 Scheduling and Tracking Process Invest in Calendar Folder for Paper Records Invest in Data Base System

15 Appointment System:

16 SERVICES DEPARTMENT (continued) Type Of Interpretation To Be Provided Face-to-Face Interpretation?

17 SERVICES DEPARTMENT (continued) Understand the Provider Interpretation Need How often is Interpretation Needed Proactive in recruiting Interpreters

18 SERVICES DEPARTMENT (continued) Top Languages Needed in Your Service Area Find out Minimum top Five Languages in your service area Recruit minimum of 4-5 Interpreter in each language

19 SERVICES DEPARTMENT (continued) Quality Assurance & Communication Process Evaluate your Interpreters ~Provider/Client feedback form ~Shadow/Observe Interpreter regularly ~Regular Communication with Provider/Client

20 SERVICES DEPARTMENT (continued) Provide Continuing Education for Interpreters Best Practices for Interpretation On going training for various health topics Refresher Course

21 SERVICES DEPARTMENT (continued) How and how often will you communicate with them? ~Quarterly Meetings ~Newsletter ~Sending regular announcements ~Share provider s evaluation (Feedbacks)

22 SERVICES DEPARTMENT (continued) Who will pay for the Interpreter Services? Government Funds/Grants Fee for Interpreter Services Private Organizations Nonprofits

23 SERVICES DEPARTMENT (continued) INTERPRETER SAFETY During Mental Health Sessions While Interpreting for a patient with contagious disease Inclement Weather

24 SERVICES DEPARTMENT (continued) Scenarios Crossing Boundaries (hand out)

25 SERVICES DEPARTMENT Question and Answer

26 Northern Virginia Area Health Education Center (NV AHEC) Known for Excellent Language & Training Services 98% Client Satisfaction

27 SERVICES DEPARTMENT THANK YOU!!!

28

29