Interpreter services must be provided to all clients whose primary language is not English. This rule applies to all DTA staff, both field and Central Office, who have communication with clients. To accurately communicate with a client when conducting DTA business all staff must follow these procedures.
Clients whose primary language is not English must be provided with the option of professional interpreter services by phone if a Human Services Assistant (HSA) is not available. TAO staff should first seek out an HSA who speaks the client’s language to assist. Only if an HSA is not available, should staff contact LanguageLine Solutions.
When a case manager receives inbound calls that may require translation either through the Assistance Line or via their direct extension, LanguageLine Solutions should be called, if no HSA is available.
When calling LanguageLine Solutions, you must use a phone that allows for three-way calling
While on the phone with the client:
inform him/her that you are getting an interpreter
inform him/her that you will be placing them on hold. Remind the client not to hang up
press the More key on the phone
press the Confrn key on the phone
select the language you need
press 1 for Spanish
press 2 for all other languages and state the name of the language you need
press 0 for agent assistance if you do not know the language
state your full name, unit name, and 4-digit unit ID (available on Policy Online in the Getting a Telephone Interpreter job aid)
after a brief hold you will be connected to an interpreter who will provide his/her name and ID number
tell the interpreter what you want to accomplish and provide any special instructions
press the Confrn soft key to connect all three parties
complete the telephone call with the client with the assistance of the interpreter
say “end of call” to the interpreter when your call is completed