Using Interpreter Services

For Nurse Delegation

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Using Interpreter Services

Why would a delegating nurse need an interpreter? Client does not speak English Client speaks English as a second

language Client is unable to speak or to hear Client’s authorized representative

does not speak/understand English

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Using Interpreter Services

Interpreter service for nurse delegators is limited to use for ADSA clients

Not to be used for caregivers* Not available for private clients If an agency you currently work with

provides interpreters—sign language interpretation, for example—continue to use those interpreters

* Except deaf caregivers per ADA

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Using Interpreter Services

Why clients may need interpreters To understand the ND process To sign the consent for the ND

process To interact when the delegating

nurse does the physical exam (may not be necessary every 90 days)

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Using Interpreter Services

When clients may need interpreters An ADSA client requests one RND requests one Necessary for client to receive

services Available to client only, not for

client caregivers’ interaction (except deaf caregivers per ADA)

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Using Interpreter Services

Who will pay for interpreter services?

ADSA Headquarters

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Using Interpreter Services

What different kinds of interpreter services are available?

ANDHow does a nurse delegator access

an interpreter?

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Types of Interpreter Service

1. Telephonic interpreter service2. Written translation3. Spoken language face-to-face4. Sign language interpretation

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1. Telephonic

Like 3-way conference call Used to set up an appointment Used to get verbal consent For deaf, deaf/blind or HOH client,

TTY Relay may be used, if client has a TTY machine

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To Access Telephonic Interpreters

Call Language Line Services directly at 1-877-261-6608 with this information Client ID # Language needed Organization Personal Code

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To Access Telephonic Interpreters

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To Access Telephonic Interpreters

Send the completed form by fax, email or regular mail to:

Patty McDonald, LEP CoordinatorADSA Headquarters, PO Box 45600Olympia WA 98504-5600Email: mcdonpm@dshs.wa.govFax: 360/438-8633

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To Access Telephonic Interpreters

Demo Language Line service number

1-800-996-8808

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2. Written Translations

ND Consent form has been translated

Languages available on DSHS Forms include Cambodian Russian Somali Spanish Vietnamese Chinese Korean Laotian

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2. Written Translations

Translated forms may be found at

http://www1.dshs.wa.gov/msa/Forms/eforms.html

Use the “control” button, and hit “F” Type in form #13-678. Select the

appropriate translated form.

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Written Translations

For other language translations, Contact Patty McDonald at

mcdonpm@dshs.wa.gov Allow 2 weeks Check DSHS Forms website

periodically at the address on slide 15

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3. Face to Face Interpreters

Nurse delegator, client and interpreter are all present

An interpreter speaks client’s primary language

RND speaks English to the client Interpreter translates English into

client’s language and vice versa

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To Access Face to Face Interpreters

Brokers are contracted with DSHS Select a broker/vendor that serves

your client’s county Request an interpreter who speaks

client’s primary language The broker will find an interpreter

for you

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To Find A Contracted Broker/Vendor

Go to: http://fortress.wa.gov/dshs/maa/InterpreterServices/SpokenLanguageVendor.htm

Or consult the Word document handout “Spoken Language Providers” in the pink packet.

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Setting Up An Appointment

Call a broker/vendor in the correct county to facilitate RND 3-day response time

Identify yourself Fax the broker’s request form

(each uses a different form—pink packet handout)

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Setting Up An Appointment

Indicate specific language needed Tell broker your name, phone.

Client name, address, length of visit

Contact an ND Program Manager for the correct payment codes

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Face to Face Interpreters

Be prepared with alternate dates Interpreters should be available

within 2 weeks Let Case Manager know if

availability of interpreters will delay the start of delegation

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Face to Face Interpreters

At the visit, sign interpreter paperwork that validates amount of time interpreter provided service

Keep a copy, and send a copy of the signed paperwork to Patty McDonald, PO Box 45600,

Olympia WA 98504-5600

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Face to Face Interpreters

ADSA will be billed directly, but your paperwork helps determine which client received services, and for how long.

If you have concerns about the interpreter, complete the Interpreter Brokerage Complaint form and send to Patty McDonald, ADSA LEP Coordinator, mcdonpm@dshs.wa.gov, FAX 360/438-8633.

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Interpreter Brokerage Complaint Form

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4. Interpreters for Deaf/HOH

Clients who are deaf/HOH may use a variety of ways to communicate. Their manner of communication should be reflected on the referral form you receive from the case manager.

TTY—text-telephone or teletypewriter Text messaging per cell phone Email OR Sign Language or tectile interpretation

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Interpreters for Deaf/HOH--TTY

TTY is specialized telephone equipment If both the client and the speaker have access to a TTY, they type questions and answers to each other. If one party does not have a TTY, you can use the Washington Relay Service.

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Interpreters for Deaf/HOH—WA Relay Service

WA Relay Service is a three-way process that allows communication between a client using a TTY, a caller (the RND) without a TTY, and a third party, the Communication Assistant (CA)

The CA dials the number the RND requests and relays a conversation between the two callers

There is no charge for using WA Relay Services in the United States

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Interpreters for Deaf/HOH—To Access WA Relay Service

Dial 711 to connect with a CA Give the CA the client’s name and

phone number Speak slowly and clearly to allow

time for the CA to relay the conversation

If you have problems connecting, or need more information, go to

http://www.washingtonrelay.com/

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Deaf/HOH Clients—Using text

Text messaging or email

RND must have access to either text messaging or email in order to communicate with client in this manner

If you are unable to access the mode of communication used by the client, contact the client’s case manager

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Deaf/HOH Clients Using Sign Language

There are several types of sign language—the referral from the case manager will indicate which type of sign language the client uses. These might include American Sign Language (ASL) or pidgin signed English. If the client is Deaf/Blind they may use a tactile interpreter.

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To Access Sign Language Interpreters

Check the Sign Language Interpreter Service website at

http://www1.dshs.wa.gov/hrsa/odhh/interpcon.shtml At the website, scroll to the region map Select your region; double click on map Find the contact information for the

listed interpreters by scrolling down through the list

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To Access Sign Language Interpreters

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To Access Sign Language Interpreters

Print and complete the Request for Sign Language Interpreter form DSHS 17-123A (5/2007)

Find the form on the DSHS Forms website http://asd.dshs.wa.gov/forms/wordforms/word/17_123a.doc

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Deaf/HOH Clients using Sign Language

Consult the instruction page attached to the form. You may have questions about some of the fields in specific sections

The “requestor” section refers to the nurse delegator In field 5, list “Nurse delegator with

state ND program at ADSA HQ” In field 6, enter ”Patty McDonald, PO

Box 45600, Olympia WA 98504-5600”

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Deaf/HOH Clients using Sign Language

In the appointment section Field 8 refers to the client’s ACES ID

which you receive from the C/RM Field 9, specify the type of sign

language the client uses, which is indicated on the CM referral form

Field 10, specify “long term care appointment”

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Deaf/HOH Clients usingSign Language

The bill goes directly to

Patty McDonald at ADSA HQ PO Box 45600, Olympia WA 98504-5600

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TIPS for WORKING WITH Spoken and Sign Language Interpreters

Patty McDonald, Program Manager360/725-2559

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TIPS for WORKING WITH Sign Language Interpreters

Trained professional Code of ethics Includes strict confidentiality

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Code of Ethics for Sign Language Interpreters

Accuracy Cultural Sensitivity Confidentiality Disclosure Proficiency Compensation Non-discrimination

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Code of ethics -- continued

Self-evaluation Impartiality Professional Scope of practice Reporting obstacles Ethical violations Prof development

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Before the interview—spoken language

When requesting an interpreter, RND should consider Gender Age Social/ethnic issues Dialects Family/social ties

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Before the interview

RND/interpreter should Establish rapport Learn to pronounce the client’s name Establish culturally sensitive protocols

around communication—eye contact, etc Discuss non-verbal cues Discuss technical terms, forms to sign Wait till delegating nurse arrives to go

inside

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During the interview

Introduce self and interpreter Ground rules for using interpreter

Everything RND and client says will be interpreted

Reinforce with client that conversation is confidential

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During the interview

Ask if client has questions about interpreting process

Speak TO the client, not the interpreter

Speak slower, not louder Do not leave the client and the

interpreter alone together

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After the interview

Discuss impressions about success or problems with the process

Thank the interpreter

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Tips for Working with Sign Language Interpreters

Ask client for any interpreter preferences Speak in a normal tone and speed Use first and second person, not third

person YES--I would like to explain the Nurse

Delegation process to you, and ask you to sign the consent

NO—I will explain the ND process to him and ask him to sign a consent form

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Tips for Working with Sign Language Interpreters

Interpreter should sit next to the speaker; then the client can watch both in the same field of vision

Allow for lag time between asking a question and waiting for the client’s response

For meetings longer than 1 ½ hours, two interpreters are required to rotate

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Tips for Working with Sign Language Interpreters

Check with the client afterward to see if the interpreter service was satisfactory

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Spoken Language Providers—specific request forms

Review of the pink packet Listing by county of spoken

language providers Review of individual broker/vendor

request forms

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List of Spoken Language Providers

Must use specific form for each broker/vendor

Where to find the specific form

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Using Interpreter Services

With the availability of interpreter services for non-English speaking and deaf or hard of hearing clients, the RND now has additional support to provide ND services to this population

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Using Interpreter Services

For questions, contact one of your Nurse Delegation Program Managers:Doris Barret, 360/725-2553Kay Sievers, 360/651-6828Anne Vander Beek, 360/651-2558

OR Patty McDonald, LEP Program Coordinator 360/725-2559