Peer Training Resources - Jessica Cabrera Eportfolio

Transcript

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 • • • • 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. 1 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. 2 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. 3 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. 4 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) 5 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? 6