© 2013 languageline solutions confidential and proprietary 1© 2013 languageline solutions...
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© 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com 1 © 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com
© 2012 Language Line Services • www.languageline.com
“¡AY CARUMBA!”Understanding Language and Cultural Barrierson 911 Calls
Manny SolisWestern Regional APCO ConferenceMay 2014
© 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com 2 © 2012 Language Line Services • www.languageline.com 2
Agenda
Quick Quiz Warm-up Language Line Services Background Interpreter Survey Addressing Key Issues Working Tips for Dispatchers Q&A
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Quick Quiz
What is the No. 1 sport in the US?
What is the No. 1 sport in the world?
How many languages are spoken in the world today?
What are the Top 10 languages in the world?
a) 8,500 b) 6,800 c) 2,500
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Quick Quiz
What are the Top 10 languages in the world?
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LanguageLine Solutions Background
Created the telephone interpretation industry 30 years ago, specifically for public safety
>3 million emergency calls/year Over 6,000 interpreters in 6 centers
and remote offices Support over 170 languages Interpreters serve diverse customer
base: PSAPs, banks, healthcare, insurance, utilities, retail, travel and other businesses
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Interpreter Survey
LanguageLine Solutions interpreters are well positioned to assess communication success
Interpreter survey created to identify cultural issues with specific language groups, and offer suggested solutions
Over 40 languages represented in responses
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Key Issues: #1 Problems with Address
Differences in alphabets Ignorance of address/location Literacy level of LEP caller Concept of “address” to LEP callers Interpreters not familiar with street
names in your jurisdiction
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Key Issues #1: Problems with Address
Interpreter Suggestions1. If the dispatcher has address information, ask the
interpreter to confirm it with the LEP caller.2. Team up with interpreter to clarify data and work through
available information.3. Have LEP spell, rather than pronounce4. Suggest finding a piece of mail5. Use landmarks, descriptions to assist6. Patience
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Key Issue #2: Getting to the Point
Major cultural difference with English• English is a very direct language• English speakers may be very direct. • Other languages and cultures take a
different approach, even during emergencies.
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Key Issue #2: Getting to the Point
Interpreter Suggestions1. Ask the LEP to tell you “briefly” in 1 or 2 sentences2. Instruct LEP at the beginning of the call: "Please, I
know you are upset, but please try to be specific and brief with your answer.”
3. Explain that the speed of response depends on short, direct answers from the caller.
4. Ask “Yes” or “No” questions.5. Patience. Indirect communication is a major
cultural issue that must be worked through.
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Key Issues: #3 Fear of Authorities
History from countries of origin– government oppression, police corruption, intimidation
Immediate immigration and deportation concerns from media and LEP community
Fears may slow down collection of critical information
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Interpreter Suggestions1. Explain to LEP callers beforehand the reason you
need the background information.2. Maintain friendly, helpful tone with LEP callers.3. Be respectful of LEP caller
Key Issues: #3 Fear of Authorities
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Key Issues: #4 Language and Dialect
Regional dialects of major languages• Spanish • Arabic
LEP callers using “second languages”• Russian (former USSR)• French (former colonies)• Burmese (2nd language for 135 native
languages) Interpretation process complicated by
accents, regional variations, LEP’s proficiency
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Interpreter Suggestions1. Trust interpreters skills2. Maintain patience3. Use simple language4. Allow interpreter to clarify
Key Issues: #4 Language and Dialect
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Key Issues: #5 Knowledge of 911
911 service is a new concept to LEP caller
911 service in U.S. is different than home country
LEP callers not always aware of the need for precise information
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Possible solutions• Educate and remind LEP callers about 911.
“This is a service for emergencies.”• Explain why you are asking the specific questions:
“We need your address in case…”
Key Issues: #6 Knowledge of 911
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Key Issues: #6 Families
“Children” “Brothers” and
“Sisters” Surnames Family Ties Traditional roles of
men and women
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Key Issues: #6 Families
Possible solutions• Recognize cultural dynamics at work• Ask for clarification, when needed• Patience
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We help the world communicate, one person at a time.
Q&A
Manny SolisStrategic Account ExecutiveEmail: [email protected]: 1-800-221-4207www.LanguageLine.com