peer training resources - Jessica Cabrera ePortfolio

The HABLA Project
PEER TRAINING
RESOURCES
Documents
Included:
1. HABLA Phone Use
Instructions
2. Answering a Call
2. Introduction Sheet
3. DSS Doc Guidelines
4. Short Glossary
HABLA PHONE USE INSTRUCTIONS
What is “AUX”? Short for “auxiliary” it’s a function on the phone that offers the opportunity to
temporarily block your phone from receiving calls. The amount of time that a phone is in Aux mode is
monitored by the supervisors, the manager, and the state office. It is very important that the phones be
placed on Aux ONLY when necessary. SCDSS, our client, expects us to have the phones staffed; if they
perceive that the phones are not staffed, they will assume that they don’t need the personnel.
AUX Guidelines
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BREAKS: Limit breaks to a maximum of 5 minutes unless there is an outstanding circumstance.
Do not take more than one 5-minute break per hour. If phone lines are busy, please be sensitive
to when you step away from your phone.
LUNCH: If an HABLA employee is scheduled to work a full day (9-hour shift), a 20-minute lunch
break is permitted.
AROUND THE OFFICE: If you temporarily step away from your phone, but are still close enough to
hear it ring, do not place the phone on AUX. Please turn your ringer volume up and return as soon
as possible. When you return, please remember to turn your ringer volume back down.
FORGETTING YOU ARE ON AUX: Always check the status of your phone each time you start a new
shift or return to your desk after a break. If your phone is left on AUX for a period of time by
mistake, you must report it to a supervisor. This will show up in our reports and we need to know
that it happened before we see it on the report. A supervisor is usually monitoring AUX time.
Morning Shift Instructions:
1. Press “Log-in” – phone will automatically be on “Aux”
2. Press “Auto-in” – this opens your phone line to receive calls
3. Log in to the computer. See password on HABLA Info Sheet at each station.
4. Open the HABLA Database on your computer
5. Press “Aux” only according to the guidelines described above
6. Do not press “Log-out” at the end of your shift. Only press “log out” at the end of the day.
Switching shifts during a call:
If you are in the middle of a call when your shift ends, wait for an appropriate moment to pause the
conversation and say the following:
“Ms./Mr. ____________, I apologize, but my shift has ended. There is another interpreter here that is
ready to take over your call. His/her name is _________. Please hold one moment while explain this to
the client and then _________ will continue with the interpretation.”
“Sr./Sra. _____________,Perdone, pero ya se terminó mi turno y otro interprete va a seguir con la
llamada. Él/Ella se llama _________________. Permítame un segundo para que cambiemos y él/ella
seguirá con la interpretación”.
At this time, switch interpreters. Be sure to press “mute” on the phone while you communicate any
necessary information to the incoming interpreter so that the worker and client won’t hear you. The
incoming interpreter will need to press “mute” again to release mute and begin the conversation.
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Using the headset:
To answer and hang up a call, simply press “headset”. You may also pick up the handset simultaneously
if you want to use both or if someone needs to listen in on your call. Be sure that the headset has been
turned off at the end of the call. Not turning off your headset to hang up is like leaving the phone off the
hook.
Making a three-way call:
When you receive a call from a caseworker requesting that you place a call to a client do the following:
1. Press “Conf” (the button with 3 receivers on it – under the red button) – this places your
original call on hold and opens another line for you to place another call.
2. Dial 9 – 1 – (area code) xxx-xxxx (*see instructions for 803 area code calls)
3. When you hear the phone begin to ring, press “Conf” again – this connects the new call with the
original call and all three parties are on the same line.
Hanging up:
If the caseworker and client are both on the phone, you will conclude the conversation and hang up by
pressing “headset”.
If you need to leave a voicemail, you will leave the message and then drop the call with the voice
mailbox before you conclude the call with the caseworker (see instructions below).
To drop a call:
While on a 3-way call (often after leaving a voicemail) you may need to hang up with the client without
hanging up on the caseworker. It is very important to NOT hang up on the caseworker. When possible,
please ask the caseworker for a call back number. Once you are ready to disconnect the call with the
client/voicemail do the following:
1. Press the “menu” button (far left button, bottom row of small round buttons)
and immediately
2. Press “drop” – indicated on the screen at the top of the phone (2nd button from the left, top row
of small round buttons)
This puts you back on the original call with the caseworker. You can then offer to call again or try
another number if the caseworker would like.
Closing shift instructions:
1. Press “Log out” on your phone – this turns your phone off
2. Shut down your computer
3. Clean up your station and anything you have used in the kitchen before leaving.
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ANSWERING A CALL
[Please keep customer service at the forefront of your conversations
with DSS workers. DSS is our customer and we are here to serve them.]
DSS HABLA, this is ______________.
Get caseworker name and client name (if available).
• What office are you calling from? (ex: county, region or contracted DSS service)
• What program is this call pertaining to? (ex: SNAP, FI, etc.)
• [If a 3-way call] What is the client’s number?
Thank you. Please hold while I introduce myself to the client.
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DSS HABLA INTRODUCTIONS
FOR CLIENT
Hola.
Mi nombre es __________y yo voy a ser su intérprete hoy.
Voy a interpretar todo lo que usted diga.
Todo será confidencial.
Voy a hablar en primera persona, así que por favor hable directamente
con el/la trabajador(a).
Si no me entiende, avíseme por favor.
¿Cuál es su nombre?
¿De qué país es usted?
¿Me puede dar su número de caso, por favor?
Ahora vamos a comenzar la conversación entre usted y la/el trabajador(a)
FOR CASEWORKER
(if he/she is not familiar with 3-way phone interpretation)
My name is ___________ and I’m going to be your interpreter.
I will interpret everything that you say.
Everything is confidential
I will be speaking in first person, so please speak directly to the client.
If at any point you do not understand me, please let me know.
I will introduce myself to the client.
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DSS DOCUMENTS GUIDELINES
1. Find the correct template located on your desktop or in:
K:\HABLA\Translation\DSS HABLA\DSS HABLA\TEMPLATES 2013
Remember to copy the template to a NEW BLANK DOCUMENT
2. To save the files go to the Documents Awaiting Approval folder:
K:\HABLA\Translation\DSS HABLA\DSS HABLA\DOCUMENTS AWAITING
APPROVAL
3. Save as: CaseWorkerLastName.ClientLastName.YourName.Today’sDate
Ex: Bundrick.Sanchez.Kathia.01.01.13
The caseworker’s last name that is on the COVER SHEET, NOT the one on
the document. If document has more than one client, add them all to the
same file and then save.
4. Save the file in the folder that corresponds to the day that it was sent to
HABLA
(Example: If the document has Tues, 02-09-12, but you translated it on
Wednesday morning, you will save the file in the TUESDAY folder, NOT in
the Wednesday folder)
5. Enter the translation information in the DSS database just like a phone
call, but you MUST put the number of documents you translated for that
caseworker. If you translate multiple documents for the same worker,
count the documents and put the number in the Number of Documents box
it in the database. You do not have to do a separate entry in the database
for each document if the same worker sent the documents.
6. REMEMBER →→ If you DID NOT translate or finish the document, put it
back in the tray next to your computer, NOT in the folders located on top of
the mailboxes, these folders are ONLY for translations ready to be edited
and sent back to DSS.
7. When complete, place the paper document in the folder in the back room
that corresponds with the day that the worker sent the document to HABLA
(same weekday folder you saved it in electronically)
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GLOSSARY
ALIMONY: Pensión alimenticia
ODD JOBS: Trabajos Esporádicos
BILL OF SALE: Escritura de venta
PARENTAL RIGHTS: Patria potestad
BILL: Factura
PAROLE VIOLATION: Violación de libertad condicional
BI-WEEKLY: Quincenal
PINESTRAW BALES: Pacas de Pino
BUSINESS DAYS: Días hábiles
POLICE RECORD: Antecedentes Penales
STOCKS & BONDS: Acciones y bonos
PRORATE: Prorratear / Pagar proporcionalmente
BROCHURE: Folleto
REBUDGET: Presupuestar de nuevo
BUDGET: presupuesto
REFUSED: Rehusó
BY MEANS OF THIS LETTER: Por medio de la presente
REGISTERED VOTER: Registrado para votar
BANK STATEMENT: Extracto de cuenta
RESOURCE: Recurso
CHALÁN (México): Ayudante de Albañil
RESTRAINING ORDER: Orden de Restricción
CHECKLIST: Lista de Control
SAWMILL: Aserradero
CHILD SUPPORT: Manutención infantil
SELF EMPLOYMENT: trabajo Independiente
COMMON LAW: Union libre
COMPLETE AN INTERVIEW: Realizar una entrevista
/ trabajar por su propia cuenta
SNAP (Supplemental Nutrition Assistance
CONTROLLED SUBSTANCE: Sustancias controladas
Program): programa de asistencia
CONVICTION: Condena
nutricional complementaria
COUNTER: Ventanilla
SSA BENEFITS (Social Security Administration):
CHECK STUBS: Talón(es) de cuenta
Beneficios de la Administración
DAY CARE: Guardería Infantil
de Seguro Social
DEADLINE: Fecha Límite
SSI BENEFITS (Suplemental Security Income):
DROP BOX: Buzón
Beneficios de Ingreso Suplementario de Seguridad
TO BE ELIGIBLE: Cumplir con los requisitos / ser elegible
STATEMENT: Declaración
EMPLOYER: Empleador
SUMMARY: Resumen
EXPEDITE: Agilizar, Acelerar
SUPPLIES: Suministros
FAILURE TO COMPLY: El incumplimiento
UNEARNED INCOME: Ingreso no Ganado por un trabajo
FLEEING FELON: Fugitivo
WAGE/WAGE FORM: Salario / Formulario de Salario
FOSTER CARE: Crianza Temporal
WEEKLY: Semanal
GROSS INCOME: Ingreso Bruto (antes de impuestos)
WITHIN: dentro de
IMMIGRATION/ALIEN STATUS: Estado Migratorio
WORKERS COMP. (Compensation): Compensación Laboral
LANDLORD: Propietario
WORK LEADS WORKSHEET: Hoja de trabajos posibles
LIQUID ASSET: Activo Circulante
HAVE YOU EVER BEEN CONVICTED OF A FELONY OR
MATERNITY LEAVE: Permiso de ausencia por maternidad
DRUG CHARGE?: ¿Usted ha sido condenado por un delito
MORTGAGE: Hipoteca
grave o por cargos criminales por
drogas?
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