Telephone Interpretation Services Users' Guide LACMTA: Civil Rights Division

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1 Lionbridge Interpretation Services 1010 Wayne Avenue Suite 240 Silver Spring, MD Telephone Interpretation Services Users' Guide LACMTA: Civil Rights Division

2 Thank You for Choosing Lionbridge We are very pleased for the opportunity to work with the Los Angeles County Metropolitan Transit Authority: Civil Rights Division 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 Please see the easy-to-follow instructions below for requesting an interpreter via phone. StepStep 1. Press key 1. the Callconference our toll-free phone number: Step 2. Press the LEP key Step 2. Enter your 8-digit PIN Step 3. Enter the pin: (or dial ) Rights Caller: PIN: StepCivil 4. Press 1 for Spanish* Press 2 for Mandarin* Press 3 for Russian* StepPress 3.* 4Press 1 for Spanish for Vietnamese* Press 2 for Mandarin Press 5 for Portuguese 3 for Russian Press 6Press for Creole Press 4 for Vietnamese Press 7 for French 5 for Portuguese Press 8Press for Korean* Press 6 for Creole Press 9 for Arabic 7 for French Press 0Press for All Other Languages or to Connect with an Operator Press 8 for-armenian* Korean Press 9 for-cambodian* Arabic Press 0 for-japanese* All Other Languages or to Connect with an Operator -Thai* Step 4. Please hold for an interpreter! Step 5. Press the conference key Step 6. Hold for interpreter To avoid unauthorized use of your account, please do not give out the toll-free Step 7. number Log date,and reference number and start time phone pin codes to your callers. Step 8. Handle call to completion Step 9. Log end time To avoid unauthorized use of your account, please do not give out the toll-free phone number and pin codes to your callers. *Advertised languages. All Spanish calls will be handled by Metro bilingual agents. 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. Please 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. If you regularly use a script in your calls, please send this information to Lionbridge. We would also appreciate glossaries or other materials that you think may be helpful to our interpreters. If you have any questions or concerns, please direct them to your Lionbridge Account Manager. Please do not direct them to the interpreter.t Team 5

6 Metro Information Agent LEP Procedure Caller comes in on the regular line and requests assistance in one of the supported languages (see below) Circle advertised language on LEP Log sheet or write in the appropriate other language Ask caller to please wait as you connect to a translator Press the conference key, which place the caller on soft hold and give you a dial tone Press the LEP key which will dial the translation service At the voice menu, enter the pin: Once accepted, enter the menu choice for the desired language The system will respond with Please hold for an interpreter followed by music Press the conference key to re-engage the caller If you choose options 2-9, the system will give you a call reference number and start time to log before the interpreter comes on the line If you choose option 0, ask the interpreter for the call reference number Once the interpreter comes on the line, introduce yourself and explain what is needed Proceed as you would with a California Relay call using all the appropriate protocols, phrases and courtesy At the end of the call, thank and excuse the interpreter Release call Be sure all appropriate information has been logged Supported Languages Option Arabic 9 Armenian* 0 Cambodian* 0 Creole 6 French 7 Japanese* 0 Korean* 8 Mandarin* 2 Portuguese 5 Russian* 3 Spanish* 1 Thai* 0 Vietnamese* 4 All others 0 *Advertised languages. Spanish calls are handled by Metro bilingual agents.

7 Metro Information Agent LEP Procedure Introduction: Hello. I m from the Metro call center in Los Angeles. I have a caller who speaks and needs help to get transit information. To re-program the LEP key if the number is deleted: Press the LEP key, enter , and press the LEP key again.

8 LEP Log Date: Agent Name: Id: Language Reference Number Start Time End Time Turn in to the on-duty supervisor at the end of each day Date: Agent Name: LEP Log Id: Language Reference Number Start Time End Time Turn in to the on-duty supervisor at the end of each day

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

Lionbridge Interpretation Services 1010 Wayne Avenue Suite 240 Silver Spring, MD. 20910 Telephone Interpretation Services Users' Guide County of Alameda (Social Services Agency) Thank You for Choosing