Helping Non-English-Speaking Callers

Title: Helping Non-English-Speaking Callers

PURPOSE:
To guide staff on how to support non-English-speaking callers while protecting privacy and following authorization rules.

Q&A

Q: What if an English-speaking caller says they are translating for a person who does not speak English?
A friend, family member or representative cannot act as an interpreter unless they are a verified authorized representative or guardian.

If they are not verified, you must use the Language Line to speak directly with the participant.

Q: When do I need to use Language Line?
Use Language Line when:

• The participant does not speak English, and
• The caller is not verified to access their information

Language Line must be used to:

• Confirm verbal ROI
• Collect personal identifiers
• Communicate about PHI

Q: Can a family member translate so we can get verbal ROI?
No. Verbal ROI must be obtained directly from the participant, using the Language Line.

This includes having the person provide 3 personal identifiers before any information is shared.

Q: What are my steps?

1. Explain that to protect personal information and follow privacy policy, you must use an interpreter.
2. Connect to the Language Line.
3. Verify identity (collect 3 personal identifiers).
4. Get verbal permission if needed.
5. Document the verbal permission for this interaction only.

INTERNAL NOTES:
Do not assume someone has authority because they say they are “helping translate.”