Over-the-Phone Interpreters who have the language fluency, interpretation ability and customer service skills to ensure accurate and professional interpretation
Voiance's process for Over-the-Phone Interpreter recruiting, qualification assessment,
training, and ongoing monitoring ensures accurate interpretation, professional conduct,
and customer service skills. This process contributes to improved communication
and is the vital difference in the quality of service we provide.
Interpreter Recruiting
Voiance recruits interpreters based on current and projected client demand. Voiance
targets already certified, trained, and/or experienced interpreters. We search for
qualified applicants in highly regarded language, cultural, or interpreting associations,
and we also select candidates through universities and colleges, community organizations,
and client referrals.
Interpreter Qualification Assessment
Voiance conducts an in-depth screening interview and language proficiency assessment
for each interpreter candidate. Voiance uses a validated assessment process to analyze
each candidate’s language proficiency, knowledge of relevant terminology, and skills
in applying interpreter protocols.
Interpreter Training
Each employee candidate completes 120 hours of classroom instruction to learn how
to perform effective over-the-phone interpretation. Using innovative training techniques,
candidates learn to facilitate a complete an accurate flow of communication between
limited English proficient (LEP) persons and client representatives. Candidates
practice cultural competency skills throughout the entire course. Each session allows
the participants the opportunity to practice interacting with individuals from a
variety of cultures and to negotiate the resolution of cultural issues that commonly
arise while communicating with LEP persons. Participants are trained to apply the
Voiance Code of Ethics, which emphasizes the critical nature of complete and accurate
interpretation and confidentiality.
Interpreter Monitoring
Voiance conducts ongoing random monitoring of its interpreters to confirm that they
are adhering to Voiance interpretation standards and procedures. The monitoring
process rates each interpreter's level of competency and provides detailed feedback
to facilitate continuous professional development. Voiance also appreciates and
encourages feedback from clients regarding interpreters' performance.
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