Certified Languages International

Court: Interpreter errors didn't outweigh evidence.

By SANDRA CHEREB Associated Press Writer

Posted: 12/03/2009 02:18:17 PM PST

Updated: 12/03/2009 03:47:21 PM PST

CARSON CITY, Nev.—The Nevada Supreme Court on Thursday upheld the murder conviction of a Laotian immigrant who argued that errors by a court-appointed translator entitled him to a new trial.

A three-judge panel ruled that while some translation inaccuracies fundamentally altered the context of Vannasone "Sonny" Ouanbengboune's testimony, the errors did not prejudice him to the extent a new trial is warranted because there was "overwhelming evidence of guilt."

Ouanbengboune was convicted of first-degree murder and robbery for the Aug. 7, 2003 killing of 38-year-old Raynna Bunyou outside a Las Vegas nightclub. He was sentenced to life in prison without parole.

After his conviction, Ouanbengboune hired an independent interpreter to compare a tape recording of his trial testimony to the transcript of the testimony as translated by a court-appointed interpreter.

The court noted that although Ouanbengboune did not formally object during trial to specific errors, concerns about the adequacy of the translation of his testimony were raised with the judge, who admonished the interpreter.

Ouanbengboune in his appeal argued the translation errors were used by prosecutors to show the shooting was premeditated.

However, the opinion written by Chief Justice James Hardesty said "overwhelming evidence supports the conclusion that Sonny acted with premeditation."

"Consequently, we conclude the result at trial would have been same" had the translator correctly interpreted his testimony, the court said.

The ruling also set out procedures for how judges should handle claims of disputed translations in the future.

Demand For Medical Interpreters Is Booming

Gayle Tang remembers the time she thought she was speaking English but only realized she had lapsed into Cantonese when one of her doctors spoke it back to her.

That was 14 years ago, but she recalls the uneasy feeling of not knowing what was wrong with her and undergoing tests for heart palpitations. The doctor's words in the language she needed to hear and speak at that sensitive time moved her, she said.

"It was very natural, very comforting," Tang said. "I was able to express myself and it was emotional. I felt, wow this person really cared about me."

The experience gave Tang insight into what patients who speak languages other than English may face when they're frightened and in the throes of medical treatment.

"It's very exhausting to try to communicate your most personal information in a language you may not be as comfortable in when you're under stress," said Tang, director of national linguistic & cultural programs for Kaiser Permanente in Oakland.

"When people are under duress, they may lose their language skills," she said. "It's not like going to the bank and making a banking transaction or going to the grocery store and buying food."

Kaiser Permanente has been on the forefront of a movement toward greater linguistic and cultural competence in health care. Kaiser routinely asks patients which language they prefer to speak, and developed a voluntary physician assessment tool that lets health-care organizations determine if doctors have enough foreign-language proficiency to speak with patients in that language independent of an interpreter. About 1,000 doctors have taken the test so far.

As the nation's population grows and ages, the demand for language services in hospitals, doctor's offices and other health-care arenas is booming, experts say.

Federal law mandates that any entity that receives federal funding, whether it's Medicare reimbursement or research grants, must provide a patient with limited English proficiency an interpreter at no cost to the patient. In early 2009, California enacted a language-services law requiring all health plans and insurers to provide an interpreter for limited-English speaking patients at no cost to the patients.

The House of Representatives' health-reform bill calls for a study into how the Medicare program makes use of language services for beneficiaries who have limited English proficiency. If a health-care overhaul expands coverage as promised, an influx of newly insured people into the Medicaid program also may increase demand for medical interpreters.

An estimated 15,000 to 17,000 people perform medical interpreting work in the U.S., according to Common Sense Advisory, a Boston-based research firm. Interpreters typically earn $15 to $30 an hour.

 ...read the article in its entirety here.

Press Release: National Certification for Medical Interpreters Launched in the US

WASHINGTON, Nov. 24 /PRNewswire/ -- Patients in the United States with limited English proficiency (LEP) continue to face language barriers that threaten their health and undermine their well-being. But they are one step closer to equitable healthcare with the launch of the first National Certification for Medical Interpreters in October 2009. A culmination of an over 23-year effort, this first-of-its-kind national interpreting standard certifies that those interpreting are tested and competent as "Certified Medical Interpreters" (CMIs). "The launching of a standardized certification process for medical interpreters is a crucial step towards assuring that all patients get the care they need in a language they can understand. It also sends a strong message that we will no longer tolerate substandard care due to miscommunication in our hospitals and health care organizations," stated Alex Green, MD, MPH, Associate Director, Disparities Solutions Center, Massachusetts General Hospital, Boston, Massachusetts.

"Speaking as a registered nurse and as an interpreter, I believe that national certification for interpreters is a critical step in ensuring accurate communication to prevent medical errors and to improve quality of care provided to our linguistically diverse population," said Marlene Obermeyer, MA, RN, Marion, Kansas.

"Hospitals across the country should provide their patients with qualified interpreters that can prevent the miscommunications and subsequent medical errors that still occur far too often in some of today's hospitals," said Mursal Khaliif, Senior Director of Multilingual Services, Cambridge Health Alliance, Cambridge, Massachusetts. "A national certification for medical interpreters has been desperately needed to ensure the safety of LEP patients, and I am extremely delighted that we now have a national standard in place."

Language Line Services President and COO Louis Provenzano noted that according to a recent study by The Joint Commission, LEP patients are almost twice as likely to suffer adverse events in U.S. hospitals.

"In the highly regulated field of medicine, where doctors, nurses, medical assistants and even our health insurance agents must hold federal and state licenses, it seems outrageous that until now the medical interpreter, who is quite literally the bridge between a patient and potential life-saving care, had no nationally recognized certification standard," added Provenzano.

"My colleagues and I are honored and excited to be selected to lead this historic endeavor that will guarantee competent medical interpretation in the United States and improve patient safety and quality of care for limited English speaking patients," said Dr. Eric Hardt, MD, of Boston Medical Center, and a National Board Director. "It is our mission to ensure that this certification process is credible, transparent, valid and inclusive, and protects the interest of all stakeholders that can be impacted by certification."

The National Board of Certification for Medical Interpreters is responsible for the policies of the certification program, adhering to the standards and requirements mandated by the National Organization for Competency Assurance (NOCA).

"I am very pleased with progress we've made and thrilled that a single national certification standard was put in place in 2009," said Izabel Arocha, President of the International Medical Interpreters Association (IMIA) and one of the founders of the National Board of Certification for Medical Interpreters. "I am especially proud that the National Board was selected by an independent selection committee. The founders did not want to appoint board members; it had to be a process that was open, public and neutral. Now we have to spread the news far and wide that national certification is available and that we collectively have a responsibility to ensure that medical interpreters being trained and hired are truly competent, as mandated by law."

To learn more about the National Board, go to http://www.certifiedmedicalinterpreters.com

Contact:

Abbott R. Thayer
IMIA Operations Manager
(626) 483-2655

This release was issued through eReleases(TM). For more information, visit http://www.ereleases.com.

SOURCE International Medical Interpreters Association

Breast Cancer Physicians Have Limited Access to Trained Interpreters

Release Date: November 11, 2009

Breast Cancer Physicians Have Limited Access to Trained Interpreters

By Valerie DeBenedette, Contributing Writer

Health Behavior News Service

In a new survey of physicians who treat breast cancer patients, only one-third said they had good access to trained medical interpreters or telephone language-interpretation systems when they needed it. Poor access to interpreters can compromise physician-patient communication that is critically important in cancer care.

The survey of 348 physicians took place in the Los Angeles area, where 27 percent of residents — roughly 2.5 million people — have limited English proficiency (LEP) compared with 9 percent in the rest of the United States. Spanish and Asian languages are the predominant first languages for LEP patients in the LA region, but there are many others, said lead study author Danielle Rose, Ph.D.

Rose worked on the study while at the Cancer Prevention and Control Research in the Jonsson Comprehensive Cancer Center at the University of California, Los Angeles. The study appears online in the journal Health Services Research.

Forty-two percent of respondents said they used a trained medical interpreter, 21 percent used a telephone interpreter service (where an interpreter is accessed by phone) and 75 percent reported using untrained interpreters, which could include bilingual office staff or the patient’s friends or family.

“Because of the wide diversity of the Los Angeles population, we were not surprised that many physicians used more than one interpreting option,” Rose said. Physicians at large medical facilities, such as HMOs or large hospitals, were more likely to have better access to trained interpreters or interpreter services.

.... read article in its entirety here.

FAQ for Newsletter #1

Hello Interpreters,

As I had mentioned in the email that was sent, I anticipated that there would be interpreters with questions about the material included in the newsletter. I have put together a Frequently Asked Questions sheet in response to the questions and concerns that the Newsletter prompted. Please see the Q&A below! I hope this answers everyone's questions. If not, let me know.

Again, thank you for your time and for all of your hard work!  

Q: You said that we are not to say we work for CLI, but what if a customer asks me directly who I work for? Should I answer "CLI?" Or should I say, "I'm an independent contractor?" Or is there some better reply?

A: The reason that we ask that you not to mention CLI directly to a client is, as mentioned in the newsletter, that we have established vendor relationships with several different companies who also provide language interpretation over the phone. We want to avoid situations wherein a client thinks that they are calling “ACME Interpreters” and the interpreter informs them that they are in fact speaking with an interpreter who works for Certified Languages International. So, the question is: why would a customer ask an interpreter what company they work for? Have you ever called a company for a service... only to forget the name of the company by the end of the phone call? I hope not. If a client asks you directly which company you work for then it is safe to assume that this client is aware of the fact that the company that they receive interpreter services through utilizes vendor services. In this case, it is perfectly acceptable to inform the client that you work for CLI. In my experience this is a question most commonly asked by officers who work with Customs & Border Protection, INS, and other government agencies. Also, if a client mentions CLI to you then it is perfectly okay to refer to CLI throughout the remainder of the duration of the call.  

Q: When the service rep connects you with the call, they sometimes do not tell you what language you will be interpreting in. Then they tell you to introduce yourself to the caller. Could you tell them to specify what language it is in the beginning so that things can go smoothly. I often find myself interjecting to find out what language it is.  

A: Our CSRs should be informing the interpreter which language was requested by the customer when connecting calls. This is especially important for interpreters who assist with two or more languages. If you are not informed of which language the customer needs assistance with then please do ask the CSR. If you notice that this is consistently an issue with a specific CSR please send me an email at mattc@certifiedlanguages.com. I'll address the issue with the CSR.  

Q: Is there any way of knowing if we are covering for another company?  

A: Unfortunately, no. There is not any way for us to pass this information along to the interpreter. We provide vendor services for so many different companies that it is not possible to announce when this is the case. The Customer Service Representative will announce these companies for you when connecting calls.  

Q: There have been times when a customer has asked for my interpreter number and then seems surprised when I give them letters. The person usually responds "But what is your number?" When I repeat my ID, the caller often sounds confused and unsatisfied. Is there an ID number that we can give these callers?  

A: In these cases please politely explain that the term “Interpreter ID Code” and “Interpreter ID Number” is interchangeable. Please do further explain that with the Interpreter code (state your Interpreter ID CODE) the company can identify you as being the interpreter for that particular call as that is your own unique ID.  If the customer is for some reason still not satisfied apologize and inform them that they should call “the company” (do not say CLI) back with any further questions. 

 

Interpreter Quality Newsletter #1

Our Quality Assurance Specialist has begun writing a monthly newsletter that will be sent out to interpreters and also posted here on our blog, and also on our Facebook page.

Here is newsletter number one which was first sent out to interpreters in August.

“Is the interpreter on the line?”  

In the first Interpreter Quality Newsletter I thought it would be appropriate to go over introductions, talk about why they're important and  give some basic tips on how to begin each call professionally and according to company policy.  Below you'll find an example introduction script.  

“Hello. This is Maria, your Spanish interpreter. How may I help you today?”  

This is the standard introduction that we expect that you will be able to provide on every call. It should not be difficult for you to give this greeting on most of the calls that you will take for CLI. There are, however, situations which will arise that will prevent you from being able to provide this standard greeting. For example:  

CSR: Thank you for holding. I have Maria, your Spanish interpreter on         the line. Please begin.

Interpreter: Yes, Good morning! This is—

Customer: Yeah. HI THERE, INTERPRETER! This is Tammy with  ACME insurance. I have a Spanish speaking member on the other line. Can you please ask them for their name, date of birth and member ID number?

Interpreter: I can certainly assist you with that, Tammy. Again, my     name is Maria and I'll be your Spanish interpreter today.  

As illustrated above, in situations where the customer interrupts your introduction, or does not provide you with enough of an opportunity to provide one, we ask that you respond by first assuring the customer that you will be able to assist them and then by stating your name and language before addressing the LEP.   I'm sure that you also noticed that the CSR (Customer Service Representative) in the example above introduced the interpreter, Maria, at the very beginning of the dialogue.

You might ask why it's important to provide an introduction after you've already been introduced. I recognize that this does seem redundant, but there are several reasons that we ask this of you. Most importantly, a proper self-introduction gives the customer an opportunity to become accustomed to the interpreter's vocal register and style of speech. This aids communication. Additionally, an introduction will give the interpreter an opportunity to ask any pertinent questions of the customer prior to proceeding with the interpretation session, such as

“Are you planning on using a speaker phone, Doctor, or will you be passing the phone back and forth?” or

“If the person you are trying to reach doesn't answer, would you like me to leave a voice mail message?” 

We do ask that you provide a full introduction to the Limited English Proficient individual at the beginning of each call as well. Be sure to give the LEP your name and let them know that you will be interpreting for them.  

Lastly, here are some quick do's and don'ts  

·        Be sure that you know your interpreter ID code. Some customers will ask you for this piece of information.

·        Remember the customer's name and use it throughout the call. This is a very easy way to give the customer a good impression of our services and let them know that we value their business.

·        Be sure that you have a pen and paper handy at the very beginning of the call in order to take notes

·        Saying “Good Morning/Good Afternoon” or “Thank you for calling” or adding other pleasantries to your introductions are easy ways to ensure that the customer feels appreciated.

·        Remember, do not ever mention Certified Languages International by name to a customer as part of your greeting or closing statement. The reason we do not want you to mention CLI is because we act as back office to other language providers.

·        You are required to introduce yourself every time you are transferred to another party, or when another individual comes on the line.  

Thank you all very much for your time, your hard work, and your dedication! Keep up the fantastic work!

Troy University gets $1.5 million for interpreters for the deaf

By Jim Cook Published: September 29, 2009

The Alabama Dual Party Relay Board will give Troy University $1.5 million over five years to fund its training program for interpreters for the deaf.

The program allows Troy students to get a bachelor’s degree in education for interpreters for the deaf. The university hopes to eventually establish a center on deafness at the Troy campus.

The program was started last year with a $250,000 grant from the Alabama Department of Education. State funding dried up when the recession hit, so the new funding was a lifesaver for the program.

“What you have done is to give second life,” Chancellor Jack Hawkins Jr. said. “Without your commitment this wouldn’t be possible.”

There are about 40,000 deaf people in Alabama and only 204 licensed interpreters.  In 2012, all interpreters will need a four-year degree to obtain licensure.

“There is an acute need there, and this addresses the problem,” Hawkins said.

About 100 students are enrolled in the bachelor’s program for interpreters for the deaf, up from 25 the previous year. Lance Tatum, Troy University dean of education, said Troy would be able to deliver the program via distance education, allowing students at its satellite campuses around the world to enroll in the program.

... you can read the article in its entirety here.

Are British business relying on the English language too much?

Business technology reviewer Techbyte caused a rumpus when he gave the latest Ectaco iTravl electronic translator a thumbs-up last week.

By Richard Tyler
Published: 6:45PM BST 12 Oct 2009

The review made clear that while the device was useful, it was not a panacea. "Translators don't magically turn your spoken word into faultless French, German or Cantonese. You're thinking of Star Trek," noted Techbyte.

But Mike Hunter, chief executive of Betterlanguages Limited, questioned the tone of the review. "There is a world of difference between the example given of ordering bruschetta in a restaurant, and conducting complex business negotiations, or translating technical documents," he wrote.

"Taking a machine into a business meeting expecting it to solve language problems will potentially make you look ridiculous. Given the cost and time involved in conducting business overseas, a couple of hours' interpreting is by no means the largest expense. For small companies, another possible approach is to use the web, and conduct meetings by web conference or VOIP [voice-over-the-internet-protocol], possibly with a telephone interpreter."

Mr Hunter's comments introduce one of the main barriers to international trade: neither party can understand the other.

English may be the leading international business language and UK companies may still have a head start in the 53 Commonwealth countries where English is spoken, but the National Centre for Languages says that three-quarters of the world's population speak no English and 94pc of English speakers do so only as their second language. Chinese is the most widely-spoken language, followed by Spanish and then English.

..... you can read the article in its entirety here.

Survey Reveals Buyers of Telephone Interpreting Services Place Quality and Speed Before Price

"Research Firm Common Sense Advisory surveyed 144 buyers and released new findings on the pricing and procurement of over-the-phone interpretation services"

(Free-Press-Release.com) June 30, 2009 -- From 9-1-1 calls to insurance claims to courtroom trials, telephone interpreting (TI) services are used every day to enable individuals to communicate across language barriers. Market research firm Common Sense Advisory surveyed 144 organizations that purchase the phone-based services. The findings, which include the respondents’ vendor selection criteria and the highest, lowest, median, and average prices across multiple industries, are detailed in the firm’s June 2009 report, “Telephone Interpretation Procurement.”

The overwhelming majority of respondents (84.8 percent) said that interpreter qualifications were ‘very important’ to them, making this issue the most important consideration for TI buyers.

“Price is always a factor when it comes to choosing a telephone interpreting provider,” comments Nataly Kelly, lead analyst for the study. “However, our research found that interpreter qualifications and connection speed matter more to most buyers.”

.... read the rest of the article here.

International Medical Interpreters Association Releases Telephone Interpreting Guide

(This is a little out-dated, but still relevant)

Article Date: 05 Aug 2008 - 0:00 PDT

The publication of a new guide on telephone interpreting was announced recently. A Medical Interpreter's Guide to Telephone Interpreting is the first in a series of guides to be published by the International Medical Interpreters Association (IMIA). The publication underwent a peer-review process and is intended to be a short primer on the topic.

"Telephone interpreting is used by countless hospitals and health care facilities throughout the world," explained Izabel Arocha, IMIA president, "Our goal is to help our members and the public at large to learn more about this important method of delivering language access to patients across the globe."

To read the rest of the article and get a link to the Interpreting Guide click here.