Transcript Language Service Guidelines for Career Center Staff

LANGUAGE SERVICES GUIDELINES
FOR
CAREER CENTER STAFF
Deval L. Patrick, Governor
Timothy P. Murray, Lieutenant Governor
Joanne F. Goldstein, Secretary
George Moriarty, Director, DCS
Judi L. Cicatiello, Director, DUA
Multilingual Services
The Office of Multilingual Services strives to ensure meaningful
access to all aspects of agency programs, services and activities
for all Limited English Proficiency (LEP) customers by providing
language expertise, support, and guidance.
Multilingual Services coordinates translation and interpreter
services for multiple languages, including American Sign Language
(ASL).
The Law requires that standard publications and important
documents be translated into nine languages: Spanish,
Portuguese, Haitian Creole, Chinese, Vietnamese, Russian,
Khmer, Laotian and Italian.
Multilingual Services Unit
The Multilingual Services Unit also
facilitates communication between DUA
staff, DCS staff, and Limited English
Proficiency (LEP) customers by providing
interpretation services as needed. The
Unit comprises staff who speak: English,
Spanish, Portuguese, Vietnamese,
Cantonese, Mandarin, Cape Verdean
Creole, French, and Egyptian Arabic.
Multilingual Services Unit
Staff in need of assistance to communicate with Limited English
Proficiency (LEP) customers can:
• Contact the Multilingual Services Unit if the language needed
is: Spanish, Portuguese, Vietnamese, Cantonese, Mandarin,
Cape Verdean Creole, French, or Egyptian Arabic.
• Contact the over-the-phone language line for assistance in
other languages or when Multilingual Services Unit staff is not
available.
• For brief calls, contact a staff member on the Internal Volunteer
Bilingual Staff list. You can find this list on the intranet at
http://intranet.detma.org/multilingual under “For Career
Centers.”
Multilingual Services Unit
The Multilingual Services Unit office
hours are:
Monday to Friday
8:30 AM to 12:00 PM
1:00 PM to 4:00 PM.
If a Multilingual Services Unit staff
member is not available, please leave
a message or, if immediate assistance
is required, call the over-the-phone
language line.
Multilingual Services Unit
Multilingual Services Unit Contact Information:
Andrea Berasaluce:
for Spanish, French, Egyptian Arabic
617-626-5142
[email protected]
Lillianna Leung:
for Cantonese, Mandarin, and Vietnamese
617-626-5475
[email protected]
Nilton Monteiro:
for Portuguese, Cape Verdean Creole, and Spanish
617-626-5476
[email protected]
Over-the-Phone Language Line
CTS Languagelink is our external over-the-phone language line,
providing interpreter services in over 240 languages.
Follow these steps when using CTS Languagelink:
• If the customer is already on the phone, be sure to put the
customer on conference before dialing the language line.
• Call CTS Languagelink at 1-866-874-9048
• Give the operator the following information:
1. The language in which services are needed
2. The Agency Access Code: 566058
3. Location Access Code (listed on the next slide)
Over-the-Phone Language Line
Be sure to provide the exact three digit Location Access Code
Over-the-Phone Language Line
• You will be placed on hold while an interpreter is added to your
call. Brief the interpreter on the nature of the call before including
the customer on the conference call.
• If you call the interpreter first, place them on conference before
dialing the customer. Once you contact the customer, press
conference again to reconnect the interpreter and start the
conference call.
• If you need a language line interpreter to leave a voicemail
message for the customer, you will need to provide the customer
name, phone number, and your message when you contact the
language line. Stay on the line until the call is complete. The
language line operator will engage the interpreter and place the
call to the customer. If the call goes to voicemail, the interpreter will
leave the message. If the customer should answer, proceed with
the intended purpose of your contact.
You can find these instructions using the link to the “Reference
Card” on the Multilingual Services Intranet page at
htt://intranet.detma.org/multilingual
Report of Usage
When using the over-the-phone
language line you must complete a
“Report of Usage” which can be found
at http://intranet.detma.org/multilingual
• Complete and submit the Report of
Usage immediately following the call.
The information submitted is for
tracking purposes.
• If you have any concern about the
service, please note it in the comment
section of the Report of Usage.
Conference Calls
If you receive a call from an LEP
customer…
1. Place the LEP customer on
conference. Call the Multilingual
Services Unit or the language line at
1-866-874-9048.
2. Once the interpreter is connected,
press conference again and you will
be on a 3-way conference call.
3. Speak clearly, in short sentences, and
leave enough time for the interpreter
to interpret.
For brief calls, you can call a staff
person listed on the Internal Volunteer
Bilingual Staff list.
DCS Staff
Limited English
Speaker
Interpreter
Conference Calls
If you need to contact an LEP
customer…
1. Call the Multilingual Services Unit or the
language line at 1-866-874-9048.
DCS Staff
2. When the interpreter is connected, place
the interpreter on conference. Call the
customer, press the conference button
again and you will be on a 3-way
conference call.
3. If needed, a Multilingual Services Unit
staff member can place the call for you
within the U.S. or Canada.
Limited English
Speaker
Interpreter
For brief calls, you can call a staff person
listed on the Internal Volunteer Bilingual
Staff list.
Conference Calls
If the LEP customer is at the Career
Center…
1. If either you or the customer cannot identify
the language needed, show the customer
the Language Identification Flashcard to let
him/her indicate the language needed.
DCS Staff
2. Call the Multilingual Services Unit or the
language line at 1-866-874-9048.
3. When the interpreter is connected, place
the interpreter on speaker phone and start
the conversation.
For brief calls, you can call a staff person Limited English
listed on the Internal Volunteer Bilingual
Speaker
Staff list.
Interpreter
Language Identification Flashcard
This Flashcard reads "I speak
(language)." in 38 languages and
can be used to identify the
language spoken by LEP
customers. You can find the link to
the Language Identification
Flashcard on the Multilingual
Services Unit intranet page at
http://intranet.detma.org/multilingual
under the menu heading: “I Speak
Flashcard”
Tips
Working with an Over-the-Phone Language Interpreter
• Remember that over-the-phone interpretation is
“consecutive” interpretation. This means there must
be pauses while the interpreter repeats each
statement in the respective language.
• Remember to speak in the first person just as you
would if speaking directly to the customer (e.g. “What
is your primary occupation? instead of, “Ask her what
her primary occupation is?”).
You can find the “Tips for Working With an Interpreter
" flyer on the Multilingual Services Unit intranet page.
American Sign Language Services
Follow these guidelines when requesting an American Sign
Language (ASL) interpreter from the Massachusetts Commission for
the Deaf and Hard of Hearing (MCDHH).
Send an email to: Lynne Rose ([email protected]), Lisa Bing
([email protected]), or Adrienne Woumnm ([email protected]).
Include the following information in your email:
•
•
•
•
•
Date service is needed
Start time
End time
Address where service will be provided
Name and phone number of the person to be contacted
regarding the request.
• Name(s) of the deaf or hard of hearing participant(s)
• Any other pertinent information
American Sign Language Services
• Remember to have the ASL interpreter fill out the American Sign
Language Interpreter Form for Career Centers and to send their
billing information directly to the Director of the Multilingual
Services Unit by fax to 617-727-8705.
• If you need to place a call to a customer with a hearing impairment,
dial 711. This is the relay number for communication assistance
with the hearing impaired customers. An operator will assist in your
communication with the customer.
Multilingual Services Resources
The Multilingual Services Unit Intranet pages offer staff the
following resources:
•Language Services Guidelines
•List of Community-Based Organizations
•List of Internal Volunteer Bilingual Staff
•Guidelines to request American Sign Language (ASL) Interpreters
•Language Identification Flashcard “I Speak Cards”
•Career Center Seminar videos in English, ASL, Spanish, and
Portuguese
•Career Center Power Point Presentation in 9 languages
•Language Access Plan (LAP)
http://intranet.detma.org/multilingual
Multilingual Services Resources
To access translated publications and documents, visit the
Executive Office of Labor and Workforce Development website
http://www.mass.gov/lwd/eolwd/multilingual-information/
Contact Information
Multilingual Services Unit Director:
Marisa de la Paz:
617-626-5471
[email protected]
Multilingual Unit Specialists:
Andrea Berasaluce
617-626-5142
[email protected]
Lillianna Leung
617-626-5475
[email protected]
Nilton Monteiro
617-626-5476
[email protected]
Thank you