Hanna Interpreting Services

Hanna Interpretation Services is an over-the-phone interpreter service available in over 300 languages to Social Services employees 24 hours a day, seven days a week.

 

For SSA-approved language access quick reference guides, account numbers/emails, VRI instructions, language access DEBS forms, and DEBS PINs, please refer to the interpreter information found on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page.

Procedures for Accessing Hanna Interpretation Services

Hanna Interpretation Services may be accessed when staff require interpreter services when speaking to a client:

  • Via telephone (interpreter services would be utilized as a third-party line), or
  • In person, when staff require immediate interpreter services, and no other interpreter is available. A phone with special features for three-way calling may be utilized with the client present and the interpreter will translate via telephone, or
  • Via video remote interpretation (VRI) to support American Sign Language (ASL) and the 45 most common foreign languages from any laptop, desktop or tablet computer, or handheld device. (Please review the Video Remote Interpretation topic for detailed instructions on accessing VRI services.) 

 

Who Action

Client
  • Contacts SSA via telephone or appears in the District Office

Note: No staff member is available to provide interpreter services in the client’s native language.

 
Staff Member
  • Explains to the client that interpreter services will be requested.
  • Dials 1-855-803-8250.

Note: If the client contacts the Agency via telephone, the transfer button must be utilized.

  • Follows operator prompts by providing the following information: SSA employee name, call back phone number, and consumer ID: "SSA DEBS.".
  • Enters DEBS telephonic PIN*.

*Important: All four language access vendor PINs can be found on the dual-sided Over the Phone Interpreter Phone Numbers and PINs document on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page. 

  • Selects desired language.
  • When the interpreter is on the line, introduce yourself and state: "I have a client on the line (here in the office). Please ask the client how I can be of assistance."

 
Interpreter
  • Asks the client what assistance is being requested.
  • Relates request to a staff member.

 
Staff Member
  • Assists the client via the interpreter.
  • Checks with the client for understanding.
  • Says "end of call" to the interpreter to complete the call.
  • Documents in the CalSAWS Case Journal that an interpreter was used, including the interpreter's name and ID number.

 

 

Related Topics

Interpreter Services

Video Remote Interpretation