Equipment Requirement

• Internet Speed test In Google Chrome go

to https://networktest.twilio.com .
Allow the test to run. You may be asked
to speak into your microphone. To meet
our requirements, all but the last two
fields should say "Pass". The last two are
optional and are not required.
• Proper USB Headsets
• Computer and Hardware
-PC User’s: We require an i5 or comparable
processor, minimum 6GB RAM, and
Windows 10.
-Mac User’s: We require an i5 or
comparable processor, minimum 6GB RAM,
and OS High Sierra or newer.

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 Video Remote Interpreting

Once the Language is

CulturaLink iPad Cart
Selected
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 Receiving OPI Calls …when receiving an Audio call
through the iPad, the following
screen will show…

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YOUR SCRIPT:
PROFESSIONAL INTRODUCTION

Because you Must do the following:

• Great the client and LEP person
• Introduce yourself and your ID number
• Verify the language needed
• Ask both parties to pause frequently
• Explain that everything that is said will be interpreted
• Remind the LEP person that all will be kept confidential
• Collect patient data

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 Your Script – Memorize
Start Call:
This script should be said in both English and in patient’s language.
Thank you for calling the CulturaLink. My name is __________, ID number __________. I will be
your ________ interpreter.

To the Patient – this script should be said in patient’s language: Please speak in short phrases and
anything said will be interpreted and kept confidential.

To the Provider – this script should be said in English: Please speak directly to the patient, pause
frequently and anything said will be interpreted.

• Before we begin, I would like to collect some data for this session:
• May I have the patient’s MRN please
• May I have your name please
• May I have the department name you are calling from please

• Thank you. We may proceed with the interpretation.

End Call:
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Thank you for using CulturaLink. At the end, please rate this call.
 Data
Here are the data collection requirements for Audio and Video Calls
Collection  Patient ID
 Required for all customers. This is usually the patient’s medical record
number (MRN).
 If the requester still doesn’t have the patient’s last either, you may proceed
but put “Not Provided”.
 Staff Member Name
 Required for all customers. Ask for the Staff member’s first name and last
name initial. The call may continue if the caller isn’t comfortable of
providing his/her name. Put “Not Provided”.
 Location
 Required for all customers. Here we are looking for the Department Name.
If you cannot find the Department Name from the drop down, please
select “Other”.

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 Why do we collect data?
 We rely on you to collect data so that we can share the
information with our customers and make informed decision.
 The data collected will be different based on each modality so
be sure to follow the form on your screen.
 VRI – 3 sections for data
 OPI / Audio Call – 2 sections for data
 OPI – NO location

 Always follow the form and the script but also understand that
in emergency cases where you are not provided with the
required information, at least get the facility name and
department name.
 For Audio and Video calls, when you are unable to get the data
up front, be sure to get it at the end.
 Be sure to rate the interpreting session at the end.

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Be Prepared for
These Challenges

• Providers operating the OPI Cart

• IT Issues
• Sound Quality
• Internet Speed Quality
• Background noise

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Becoming an Interpreter

Do This Avoid This

 What is managing the flow?

• It means when you as the interpreter, have to

interrupt in order to clarify meaning or ask for
something to be repeated, or for conditions to be
Managing modified so you can hear.

the What does manage the flow sound like?

interpreting • The interpreter would like to request that you slow

down and pause more frequently, so nothing is
missed.
flow • The interpreter is having trouble hearing things, could
you move the cart closer to your patient please?
• Could you kindly repeat the names of the last two
medicines for me?
• Is there a plain language term for…..?

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 You must be comfortable with intervening
• Be assertive while still being polite
• Assure best possible connection and communication amid the chaos
• Maintain your composure, professionalism, and alertness in any
situation, no matter how extreme

Managing Use the third person…

the
• The interpreter needs clarification…
• The interpreter can’t hear the speaker, could you please…
• The interpreter would like to add…

interpreting • The interpreter would like to request that…

flow Transparency
• Always repeat in your target language
• If you are transparent and communicate well, it will lead to everyone
feeling included
• This will reduce the possibility of any complaints linked to your
interruption
• If people are impatient, kindly remind them that asking for repetition
or clarification is important for you to do the best job possible

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 • Accuracy
• Confidentially
• Impartiality and Avoidance
of Conflicts and Interest
• Respect
• Cultural Awareness
• Role Boundaries
• Professionalism
• Professional Development
• Advocacy and duty to report
ethical violations

NCIHC Code of Ethics

*American Sign Language Interpreters must abide by Registry of Interpreters for the Deaf (RID) Code of
Ethics.
Customer Service – Quality Starts With People

1 2 3 4 5
Be ready to take calls at Be prepared to answer Adjust the headset and Deliver the opening and Dress professionally and
any moment – all calls the call in a courteous microphone into a closing script smoothly conduct yourself
must be answered in 15 and polite manner working position and and quickly professionally at all times
seconds only then answer the call

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HOW TO USE CLIQ
PLATFORM
  Login to CulturaLinkIQ via
www.culturalinkiq.com. Please make sure to
always use Google Chrome

 Login with the email address that

you provided us, and the password
given by your manager.

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  Once logged in, you will see the screen below,
 Please upload a professional picture
 The Button is to place a trouble ticket for whenever you have a technical issue.
 The arrow pointing left is to log out

View Self is for you to see yourself on the screen

and make sure you look good before going on queue

 To go on queue, Click on the top right button, where it says, “Off Queue”. Once you
click on it, the screen will turn blue.

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 When receiving an Audio call through the iPad
the following screen will show…

R
FO
I NG
Y R OFF N
N L U “ TO
O YO U T
L
I L KE H E B
W
A LL LL TA CK T
A C WI
C LI
H AT T, IT TO
E T HA
E ED E”.
A R RT N EU
W E L L U
E A FT W I Q
A N
S E B DS YOU K “O
L EA CON ND A C
P SE B
5 E” A GO
1 EU O
U T
Q AIN
AG

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 IF you miss a call the system will flag you as “Not Responding and your screen will
look like this…

Please go back on queue immediately to accept new interactions

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Once you answer the call, you will see the video controls on the top of the screen…

Recently Added Features Since

March 2020 Existing Features
Do not use this feature Mute / Unmute your microphone
currently. It is for Quality
Assurance Purposes Only Enable / Disables the camera

Enable/Disable the camera - You

This feature will allow cannot see the provider, the
you to transfer your provider cannot see you, but you
current call to another can hear each other
interpreter or language

End call with the client

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Checklist Guide
Make sure you have all the required equipment ready (Speed Test
Results and Headset)
Practice your OPI Script in both English and Spanish
Review our CulturaLink Preparation PowerPoint
Schedule your Test Call Date with Jose Orozco

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