Attachment 9 Tips for Using Interpreters to Improve Service Delivery

For DFCS, only Oral Language Interpreters applies.

Suggested Guidelines for Oral Language Interpreters

According to the medical interpreting community, “the appropriate role for the interpreter is the least invasive role that will assure effective communication and care” (Diversity RX). Interpreters are expected to act as conduits of information to strengthen the relationship between the constituent and the caseworker. Strengthening this relationship may involve the interpreter functioning as a clarifier as they explain words that have no linguistic equivalent, a cultural broker as the interpreter provides the necessary framework for understanding the message being conveyed, and an advocate when the interpreter takes action on behalf of the constituent outside the interpreting session (Diversity RX).

It is the responsibility of the Georgia Department of Human Services (DHS) staff to ensure that the interpreter applies the appropriate role as they communicate the message. DHS staff monitors the interpretative session and intervenes if errors associated with the following rules are committed:

  • Interpreters are not permitted to give legal or medical advice.

  • Interpreters are not permitted to edit out material he/or she may believe is irrelevant.

  • Interpreters are not permitted to engage in private conversations with the constituent.

  • Interpreters should never ask independent questions of the constituent.

  • Interpreters should interpret every statement made by both parties during the interpretive session.

  • Interpreters are not permitted to edit the conversation.

If DHS staff observes violation of any of these rules, they are to intervene immediately.

DHS staff utilizing interpreters must be considerate of the interpreter’s responsibility to convey the message within the cultural context of both the DHS staff person and the constituent. This often requires a great deal of control on the part of the interpreter to remain neutral and serve primarily as a conduit for understanding. Hence, DHS staff should offer the interpreter a break every 45 minutes.

There are several techniques you may employ when using an interpreter. While behaviors may vary by cultural group, demonstrating respect is recognized and valued by all people. When using an interpreter, consider the following strategy:

  • Always display professionalism and let the constituent know you are interested in their situation by being polite and formal.

  • When communicating with the constituent through an interpreter, look directly at him or her when you speak, not at the interpreter.

  • Avoid raising your voice to clarify your statements.

  • Do not use hand gestures to emphasize statements; they may prove to be culturally insulting or even frightening.

  • Use simple, non-technical language or acronyms unless required for medical or legal purposes.

  • Do not use slang.

  • Provide instruction in the proper sequence and discuss one topic at a time.

  • Avoid using double negatives.

  • Avoid using leading questions that may encourage the constituent to say what he or she thinks you want to hear.

  • Whenever appropriate, ask open-ended questions rather that questions requiring a “yes” or “no” response.

  • Remember, a Limited English Proficient (LEP) constituent will take your words literally.

Strategy provided in part by TAPESTRI, Inc.

Additional suggestions are noted below:

  • Speak in relatively short sentences.

  • When possible, have translated information on hand.

  • Speak in first person “I”, and let the interpreter be your voice.

  • Ask constituent to repeat back any instructions that may seem confusing to check for understanding.

  • Be open to listening if the interpreter stops to explain a cultural conflict.

Suggested Guidelines for Sign Language Interpreters

Sign language is not a universal language. Like spoken languages, sign languages around the world are entirely different. The common language used in the United States is American Sign Language. International Sign Language (formerly called Gestuno) is composed of vocabulary signs from different sign languages that Deaf people agreed to use at international events and meetings. International Sign language must be used for Deaf constituents who are also LEP.

The Minnesota Department of Human Resources recommends the following procedures when utilizing a sign language interpreter:

  • Meet with the interpreter beforehand to clarify unique vocabulary, technical terms, acronyms, jargon, seating arrangements, lighting and other needs.

  • Provide the interpreter with any written materials ahead of time.

  • Reserve seats for the deaf or hard of hearing participants that provide a clear view of the speaker and interpreter. (Deaf or hard of hearing participants may still choose to sit elsewhere.

  • Position the interpreter within in the constituent’s sight line to allow deaf constituents or constituents who are hard of hearing to pick up visual cues and the expressions of the speaker.

  • In small group discussions, consider using a circle or semicircle seating arrangement instead of a theater style arrangement.

  • Provide good lighting so the interpreter can be seen. (If lights will be turned off or dimmed, be sure the interpreter can still be seen clearly, and use spotlight or small lamp to direct toward the interpreter).

  • Talk directly to the deaf or hard of hearing constituent.

  • Maintain eye contact with the deaf or hard of hearing constituent.

  • Avoid directing comments to the interpreter (i.e. “Tell him…​” or “Ask her…”) by responding directly to the deaf or hard of hearing constituent.

  • Speak naturally.

  • Speak at your normal pace. Interpreters will ask you to slow down or repeat if necessary.

  • Interpreters listen for concepts and ideas, not just words, to render an accurate interpretation.

  • Avoid private conversations – everything will be interpreted.

  • Whatever the interpreter hears will be interpreted. Do not ask the interpreter to censor any portion of the conversation.

  • Ask the deaf or hard of hearing constituent directly if they are following the conversation.

  • One person should speak at a time. (If you are facilitating a group discussion, be aware that the interpreter will be several seconds behind. Pause before recognizing the next speaker to allow the interpreter to finish with the current speaker).

  • Avoid asking the interpreter for opinions or comments regarding the content of the meeting. (Interpreters follow a code of ethics, which requires impartiality and confidentiality with all assignment related information).

  • Do not assume the interpreter has prior knowledge of the deaf constituent or will be interpreting future appointments.

  • Provide a short break every hour. (Interpreting is mentally and physically taxing. Do not expect the interpreter to interpret during the break).