How to Handle and Submit Calls for Other Departments

Interpreter Protocol

As an interpreter, you will sometimes receive calls that do not require interpreting (wrong number calls
or calls for other departments). This document outlines all guidelines that will need to be followed when
other calls are received.

If you receive a Coordination call:

These are client and interpreter support calls, including scheduling on-site appointments. For example: a client is a
teacher who wants to schedule an on-site appointment, or another interpreter needs assistance.

Transfer the call to an available coordinator. Politely explain to the caller that they have reached the
wrong department and you need to transfer the call.

If there is no coordinator available for client support, transfer the call to an available supervisor. For
interpreter support, open an “Issue Ticket” and follow the guidelines in the “Issue Tracker” training.
Then submit the call using the account number 10988 – UT_LINGUISTICA_Coordinator. Enter the
required information and choose either “Client Support” or “Interpreter Support” from the drop-down
menu. Submit the call with your name and language (you, the person who took the original call).

If you receive an HR call:

These are calls about employee recruitment, onboarding and training, inactivation, interviews, access to the
system, badge requests, employment verifications, referrals; updating interpreter information; client complaints,
call quality, unavailable interpreter complaints, and payroll.

Transfer the call to an available HR representative. Politely explain to the caller that they have reached
the wrong department and you need to transfer the call.

If there is no HR representative available, open an “Issue Ticket” and follow the guidelines in the “Issue
Tracker” training. Then submit the call using the account number 10989 –
UT_LINGUISTICA_Human_Resources / Payroll. Submit the call with your name and language (you, the
person who took the original call).

If you receive an Invoicing call:

These are calls about payments, statements, and billing inquiries.

Transfer the call to the Invoicing department. Politely explain to the caller that they have reached the
wrong department and you need to transfer the call.

If there is no invoicing agent available, open an “Issue Ticket” and follow the guidelines in the “Issue
Tracker” training. Then submit the call using the account number 10990 – UT_LINGUISTICA_Invoicing.
Submit the call with your name and language (you, the person who took the original call).
If you receive a call for Administration:
These calls are new accounts, client requests, account assistance, potential clients, and pricing.

For calls from potential clients or new sales, or any kind of urgent matter, call Sabrina.

For any other reason, if the account specialist is not available, open an “Issue Ticket” and follow the
guidelines in the “Issue Tracker” training. Then submit the call using the account number 11152 –
Linguistica International_Administration. Submit the call with your name and language (you, the person
who took the original call).

If you receive a call for Document Translations:

These calls are for translation requests, pricing, and support.

Transfer the call to the Translations department. Politely explain to the caller that they have reached the
wrong department and you need to transfer the call.

If there is no invoicing agent available, open an “Issue Ticket” and follow the guidelines in the “Issue
Tracker” training. Then submit the call using the account number 11154 – Linguistica International
Translations Department. Submit the call with your name and language (you, the person who took the
original call).

If you receive a Wrong Number call:

These are calls that do not relate to Linguistica at all, and return calls from Limited English Speakers. (We often
attempt to call the LES while the client is on the line, leaving our phone number on the LES’s caller ID and
prompting them to return the call).

Please inform the LES to listen to their voicemail messages. Submit the call using account number 11205
– UT_LINGUISTICA_Wrong Number. Submit the call with your name and language (you, the person who
took the original call).

If you receive a Ghost call:

These are calls that are silent, or where the caller is unresponsive.

Repeat the greeting once more. If you are still unable to hear the caller, apologize and inform them that
you are unable to hear them. Ask them to please call back, and disconnect the call. Submit the call using
account number 11153 – Linguistica International_No Client on Line & Dropped Calls. Submit the call
with your name and language (you, the person who took the original call).
Important Notes:
Coordinators: Do not submit the call or close the window until you have verified that you will not need
an interpreter to join your current call in order to help the client schedule an appointment. If you do
need an interpreter during your call, use a 92 interpreter (See the 92 Standard Process training
document). Remember that for this type of call only the time spent interpreting is billable. If you do not
use a 92 interpreter, you will have to count the time spent actually interpreting on your own (as that
time is billable, but the rest of the call is not). When you use a 92 interpreter, the computer will count
the time for you.

Payroll Questions:

Only a payroll manager may answer detailed questions about payroll. As an interpreter or other non-
payroll staff, you may share only the following information:

 Linguistica pays independent contractors twice each month.

 Payment is available after a two-week processing period. This means that if an
assignment takes place between the 1st and 15th of the month, payment will be available
on the last day of the month. If the assignment takes place between the 16th and last
day of the month, payment will be available on the 15th of the next month.
 A check will not be issued for any amount less than $10.00. The time accumulated in this
payment will be added to the next payment.
 Interpreters may find more information about their time on MyLinguistica by going to
“Interpreter”-“My Pay”.
 Account Numbers Quick Reference Guide

Administration 11152

Coordination 10988

Ghost 11153

HR 10989

Invoicing 10990

Translations 11154

Wrong Number 11205