Language Line Language Line is a telephone interpreting service that offers participating agencies a tool to communicate with people who require language support, in 44 different languages. The Language Line Contact Centre service operates Monday to Friday 9am-6pm and Saturday 9am-2pm, excluding New Zealand statutory holidays. The advantages of using this service are that it brings accuracy, neutrality and confidentiality to discussions with your client where language might otherwise be a barrier.
WESTERN BAY OF PLENTY PHO How to Use Language Line When you have established that the client does not have a clear understanding of or does not speak English, offer the client an interpreter. Ask the client what language they speak. Ensure that you ask the language not the country. Dial WBOP PHO’s confidential Language Line Contact Centre number 0800 000 930. Remember this number is confidential and only for WBOP PHO staff and should not be given out to anybody outside your organisation. Once you have reached the Language Line Call Centre, give them your name, the name of your PHO, the name of your branch and the language you want. If your client has a gender preference for the interpreter, ensure you tell the Contact Centre at this stage. Wait a few minutes until the interpreter comes on the line. Once the interpreter has been connected, introduce yourself, first name is fine, and then begin your dialogue. At the end of the call, ensure that you clearly indicate to both the client and the interpreter that you have finished. For example, say “Thank you, good bye”.
Important Points to Remember
If you have asked the client what language they speak and the interpreter isn’t available in that language, ask the client if they speak another language. Also keep this in mind for the gender option.
Speak directly to your client rather than the interpreter.
Speak in short concise sentences. Remember everything you say has to be repeated by the interpreter.
Try not to use too much jargon, if you use technical language, please explain what it means.
www.languageline.govt.nz
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