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Phone and Document Translation Services

Phone Interpretive Services #

 

When participant needs Interpretive Services: #

    1. There will be times when participants need interpretive services to communicate with FSD.
        1. When the participant notifies the Staff member of the need for interpretive services, Staff will connect the interpreter.
        2. We cannot require participant use our interpreter services.  If they do not want to use the service, we provide and would like to use a family member or family friend they can do this.
    2. If the call drops while the Staff member is attempting to connect an interpreter, then Staff will call the participant back at the number showing on the Genesys Details screen.
    3. The Staff member should not attempt to verify the participant’s demographic information before attempting to connect to the interpreter.

 

How to Access the Interpretive Services: #

    1. Access the most recent Language Link by going to the DSS intranet, choosing Family Support Division, Resources tab, Translation Services, IM IVR How to Guide.
        1. To reach an interpreter dial 1-888-338-7394.
        2. You will be prompted to enter an account number.
            1. The Income Maintenance account number is 20683#
        3. There may be a few seconds of silence before you hear the Greeting.
        4. Enter your employee ID followed by the # sign.
            1. If you do not know your employee ID, contact your supervisor so they can look you up in SWSN.  They will need your social security number to do this.
        5. Enter your county ID followed by the # sign.
            1. The link to search for county info is View and Search County Information.
    2. When speaking to the participant while on the phone with the interpreter:
        1. Speak in short phrases, pausing to allow for the interpretation.
        2. Ask one question at a time.
        3. Don’t say anything that you do not want interpreted.
        4. Allow the interpreter to stop you and seek an explanation when necessary.
        5. Allow the interpreter to repeat back to you all critical information.
        6. If call needs to be transferred to another queue, tell the participant they will need to ask for an interpreter when they are connected to that queue. The interpreter will not stay on hold with the client.
        7. FAMIS/MEDES notes MUST indicate when interpretive services were utilized and what language was needed. This will assist any staff who need to make a call back to the participant.
    3. NOTE: Language Link interpreters have access to the 31B as a reference to use when assisting on calls, but there is no guarantee that all interpreters have it. Staff will still need to read the opening statement unless the Interpreter has a copy and has agreed to read from it instead.

 

TTY Interpreters for Hearing Impaired Individuals: #

    1. When a hearing-impaired participant utilizes the TTY services to connect to the customer service center:
        1. The Staff member should speak to the interpreter as if they were the participant.
        2. The TTY interpreter will identify themselves as a TTY interpreter and explain the participant is hearing impaired.
            1. As with language line interpreters, the TTY interpreter does not need to be on AUTHREP for the Staff member to speak with them.
    2. Customer Service Center: When a hearing-impaired participant contacts the customer service center to complete an interview and does not have TTY connected or an authorized representative to complete the interview:
        1. The Staff will email their supervisor with the participant’s name, DCN and contact information.
        2. Once determination/request that participant needs a Sign Language Interpreter, supervisor will forward to the manager who will contact the resource center manager of the participant’s county to schedule an appointment to complete the interview with the participant and an interpreter based on current interpretive contract services.
            1. Contract services can be found at  https://archive.oa.mo.gov/purch/contracts/
                1. Search by Keyword: Sign Language
    3. Resource Center: When hearing impaired individuals visit the Resource Center:
        1. Once determination/request that participant needs Sign Language Interpreter:
            1. Inform participant we have 24-48 hours to schedule the appointment.
            2. BPS will reach out to their manager with the participants information.
            3. The manager will reach out to Contractors-we need to go with the lowest priced first.

            1. 1st Contact – Bernardo A Brunetti/DBA International Language Center: 314-647-8888 EXT 205
            2. 2nd Contact – Visual Language Professionals: 832-405-0071
            3. 3rd Contact – Volatia Language Network, Inc.: 540-204-7366
        2. BPS will need to inform the Language Center the following information:
            1. Name of the Company: DSS-FSD
            2. Location: Address
            3. Date/Time of Appointment
            4. If Appointment is in person, phone, or virtual
            5. RC contact information: Depending on the company it could be a contact phone number or email

 

Written Translation Services #

 

Customer provided documentation in need of translation: #

  1. The BPT will notify their supervisor, manager, or designated staff by email, with the document needing translation attached, that translation services are needed for written documentation.
  2. The supervisor, manager, or designated staff will email the document to be translated to Lana.M.Church@dss.mo.gov and Cc Stacy.Kaylor@dss.mo.gov to request translation of document.
  3. The document will be sent vis SFTP to the contracted vendor for translation.
    1. The translated document will be returned by the vendor within 5-7 business days.
    2. If the document must be returned in less than 5 business days, include the date the document is needed.
      1. It may take up to 48 hours to get the translation from the vendor.
  4. The translated document will be returned to the individual who sent the request.
    1. If there are any issues with the translation, please notify Lana and Stacy ASAP to contact the vendor for a correction.

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