If a person needs to speak in a language other than one the staff is fluent in, you must use an interpreter using your agency’s contracted language line. The language line contracted for each contact center is listed within Genesys as an external contact.             

Tips:

• Speak directly to the limited English speaker, not to the interpreter. For example, do not say “Please ask her when she moved in.” Simply say “When did you move in?”
• Pause at the end of each complete thought to allow the interpreter time to translate.
• Begin your conversation by explaining the role of the interpreter to the client.
• Avoid using slang, acronyms, culturally specific terms or expressions, jokes.
• Don’t speak while someone else is speaking.
• If you are a fast talker, slow your speech.
• If you think the interpreter has made a mistake, don’t challenge him or her. Rephrase the question.
• Ask the client if there is anything they don’t understand.
• Remember interpreters may need time to translate concepts that are just one word in English.
• The interpreter is going to interpret everything you say for the client.
• The interpreter may ask for clarification for words or phrases that seem straightforward to you.
• Consider cultural differences, such as the meaning of “household” or “brother” for example.

Someone who has a hearing or speech disability may use a teletypewriter/text telephone (TTY) or video relay service (VRS) to communicate. If using a TTY, they will have a device where they can type their messages and read the other person’s responses. Minnesota Relay provides the TTY service for free and a communications assistant will facilitate the conversation between the person with the hearing or speech disability and other individuals.

Tips:

• Dial 711 to use Minnesota Relay
• Always begin a TTY or Relay conversation by identifying yourself. Remember the Deaf or Hard of Hearing person cannot recognize your voice. Let each other know if the call is being transferred or another person is taking over the conversation.
• When using a TTY, only one person should talk or type at a time.
• Say "go ahead" when it is the other person's turn to speak.
• Be concise with communication and use plain language.
• In cases where someone is using a VRS to communicate, ask the person's phone number and the relay services phone number so you can document both numbers. Ask the person if this is how they'd like to be contacted in the future. Document the name of the relay service and google it to see if it shows up and is legitimate. 
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See the video Making and receiving a TTY call for a brief demonstration of how TTY works.