Lionbridge Interpretation Services 1010 Wayne Avenue Suite 240 Silver Spring, MD Telephone Interpretation Services Users' Guide

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1 Lionbridge Interpretation Services 1010 Wayne Avenue Suite 240 Silver Spring, MD Telephone Interpretation Services Users' Guide County of Alameda (Social Services Agency)

2 Thank You for Choosing Lionbridge We are very pleased for the opportunity to work with the Social Services Agency of Alameda County and to service your telephone interpretation service requests. This Users' Guide is designed as a resource for your calls with your non English speaking clients. We hope you find its contents helpful. If there's any other information you need from us to facilitate your customer calls, please let us know. We're at your service. Table of Contents Instruction Sheet. 3 "Please Hold for an Interpreter". 4 Tips for Using Interpreters 5 Your Account Team/About Lionbridge. 6 2

3 Instruction Sheet for on demand telephonic interpreting Please see below the easy to follow instructions when needing an on demand telephonic interpreter. Step 1. Call our toll free phone number: Step 2. Enter eight digit PIN # Social Services Agency: Administration and Finance PIN: Adult and Aging PIN: Children and Family Services PIN: Workforce Benefits Administration PIN: Step 3. Press 1 for Spanish Press 2 for Mandarin Press 3 for Cantonese Press 4 for Vietnamese Press 5 for Farsi Darsi Press 6 for Russian Press 7 for Cambodian Press 8 for Korean Press 9 for Arabic For any other language needs or concerns, press 0 for operator assistance Step 4. Connect with interpreter To avoid unauthorized use of your account, please do not give out the toll free phone number or pin code to your clients. Tips for Use and Faster Connection Time: Be sure to enter your PIN # prior to pressing 0 for an operator Listen to all of the prompts carefully o Failure to enter the appropriate information at the time of the prompt will delay call routing If you know the option for language needed, it can be pressed at any time during the language menu prompt 3

4 "Please Hold for an Interpreter " Below is a phonetic translation to aid you with your calls in select languages. Language Phonetic Pronunciation Arabic: Armenian: Cantonese: Croatian: French (Canadian): French: German: Greek: Haitian Creole: Hmong: Italian: Japanese: Khmer: Korean: Laotian Mandarin: Polish: Russian: Spanish: Tagalog: Vietnamese: min FUDluck dakeeka spasek tarkmaneechee hamar dong fan YIHK yun MOLim vas preechekai THE tumach aton DEI pur l enterpret aton DEI pur l enterpret bitte VARten zee awf den DOLmetcher "parakalo pehree MENeh the ya ton dhiermeenea tan seel vu plei Nu pwal sheshei yumun kee parlei creeol ta ta du mong tsailu atenda per un interpretei neehongo tsuyaku o omachee kudasai som jam NEH bo prai tong yog eul geeda ree SEIyo kalu nata nai pasa ching deng yuwee fan YEE PROsham prochekatch na tumacha pa dazh DEEtyeh peeree VODcheeka por favor esperei a un inteirpretei magheen tai po ka YO sa interpreter seen jeh dhong zihk vien 4

5 Tips for Using Interpreters It's important to us at Lionbridge that your phone conversation with a non English speaking client be as successful as possible. To assist with this, we offer you the following tips when working with Lionbridge interpreters: At the beginning of the call, the interpreter will introduce himself/herself and ask for your instructions. Please introduce yourself and give the interpreter any necessary directives. Please eliminate any background noises so the interpreter can hear your comments clearly. If you are not certain of the language required by your client, our operators are trained to help you determine the language. Please speak clearly at a moderate rate of speed. Pause every two to three sentences to let the interpreter interpret what you said. Please instruct your parties to speak one at a time. Remember that the interpreter can interpret only one voice at a time. The interpreter may at times request your permission to look up an unfamiliar word in a dictionary. Please allow the interpreter time to do so to ensure that your statement is fully interpreted. The interpreter s duty is to interpret exactly what is being said between your parties, without adding or changing your statement s meaning. The interpreter should not be expected to conduct your call. Therefore, please stay on the line for the duration of the call. Inform the interpreter when he/she is excused at the end of the call. Please do not ask the interpreter for their direct phone number. All calls must be placed through the Lionbridge telephone system so that they are properly timed. If you are disconnected, call the Lionbridge toll free number and dial 0 for a live Lionbridge operator. Please do not ask the interpreter to conference call in an additional party. Our interpreters phones are not equipped for this type of transaction. If you do not have conference calling capability, call the LIONBRIDGE toll free number and dial 0 for a live Lionbridge operator. If you have any questions or concerns, please direct them to your Language Access Coordinator, Lorena Briseño, at lbriseno@acgov.org. Your Language Access Coordinator will contact the Lionbridge Account Manager. Please do not direct them to the interpreter. 5

6 Your Account Team Alameda County Social Services Agency: Lorena Briseño Language Access Coordinator (510) Lionbridge: So Couloumbis Elsa Fraser Alameda County Program Manager (202) Senior Program Manager (202) If you have any suggestion for how we can improve our services for you, please contact us without hesitation. About Lionbridge Lionbridge Technologies, Inc. (NASDAQ: LIOX) is a leading provider of globalization, development and testing services. Lionbridge combines global onshore, near shore and offshore resources with proven program management methodologies to serve as an outsource partner throughout a client s product and content lifecycle from development to globalization, testing and maintenance. Global organizations in all industries rely on Lionbridge services to increase international market share, speed adoption of global products and content, and enhance their return on enterprise applications and IT system investments. Based in Waltham, Mass., Lionbridge maintains solution centers in 26 countries and provides services under the Lionbridge and VeriTest brands. To learn more, visit 6

Telephone Interpretation Services Users' Guide LACMTA: Civil Rights Division

Lionbridge Interpretation Services 1010 Wayne Avenue Suite 240 Silver Spring, MD. 20910 Telephone Interpretation Services Users' Guide LACMTA: Civil Rights Division Thank You for Choosing Lionbridge We