TransPerfect Over the Phone Interpretation Services

The Social Services Agency has contracted with TransPerfect Interpretation Services to provide additional over-the-phone and video remote interpretation (VRI) services available to staff 24 hours a day, seven days a week.

Bilingual Languages Provided

TransPerfect provides bilingual interpretation services in over 200 languages. For a list of languages provided, please refer to the TransPerfect Connect Language Codes reference sheet on the DEBS Program & Policy Bureau > Resources > Reference Materials > Language/Translations Resource Material page .

District Office PINs for TransPerfect

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 TransPerfect Over the Phone Interpretive Services

TransPerfect may be accessed when staff are in need of 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 additional VRI languages will be introduced based on future demand. (Please refer to the Video Remote Interpretation topic for detailed instructions on accessing VRI services.)

Who	Action
Client	Contacts SSA via telephone or appears in 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 1-855-886-2901 (or Non-US/Direct:480-961-5379) and waits to be connected to the TransPerfect IVR system. Note: If the client contacts the Agency via telephone, the transfer button must be utilized. Enters or says the Social Services Agency 7-digit Account Number. Enters or says the four digit PIN specific for their district office. 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. Enters/says: ‘772*’ or “Spanish”, or enters/says '843' for "Vietnamese." For all other languages, enter or say the 3-digit language code or simply say the name of the desired language. (For a list of languages provided, please refer to the TransPerfect Connect Language Codes reference sheet.) Note: You may also press “0” to speak to an agent to request a language or if you need assistance choosing a language. When the interpreter is on the line, states: “I have a client on the line. Please ask the client how I can be of assistance.”
Interpreter	The interpreter will recite required script which will inform staff person of any instructions or requirements before beginning interpretation service.
Staff Member	Confirms understanding of instructions from interpreter. Begins conversation with the client.

American Sign Language (ASL) and VRI Calls

TransPerfect offers a VRI platform available to DEBS staff, offering services in ASL, Spanish, Vietnamese, Mandarin, and Russian. More VRI languages will be introduced based on future demand, and staff can continue to access other VRI options and numerous languages via SSA's three alternative language access vendors.

Staff are reminded to prioritize VRI services for ASL interpretation needs, or when a standard three-way telephone call with an interpreter is not available or sufficient to meet the client's communication needs.

For additional guidance on VRI calls, please refer to the Video Remote Interpretation (VRI) topic.

Note: There is no need for an appointment. All VRI calls can be served 24 hours a day, 7 days a week.

TransPerfect Dashboard Services

TransPerfect offers online portal with easy-to-use tools to verify interpretation usage and account and information that can customized for specific use by designated staff. Designated staff will be required to create an account with a secured password and may use it for statistical purposes or as other business needs may deem appropriate.