As the demand and opportunity for interpreting via remote modalities grows, so too, does the need for interpreters to develop their ability to perform effectively in these remote modalities. This results in the need for trainers and training programs to offer initial or continuing professional development content targeting at helping students and working professionals to close the remote interpreting skills gaps. The goal of this webinar is to explore trends, perceptions, and training opportunities for remote interpreters. Using the results of research done on healthcare interpreters who work via phone and video, the presenter will provide a framework for categorizing key areas of professional development for this growing modality of interpretation. The audience will be challenged to reflect on their current training practice, set priorities, and implement changes to ensure that their interpreting students are ready to be successful in a remote interpreting environment. This training covers concepts and practical techniques, including how to: Summarize research findings about professional development for remote interpreters Discuss perceptions and trends in remote interpreting and how they impact training Identify and prioritize training needs to improve quality and consistency of service - About Suzanne Couture Suzanne Couture is a Certified Healthcare Interpreter™ and an ATA-certified Spanish to English translator with seventeen years of experience in translation and interpreting. She holds a BA in Spanish and MEd in Instructional Design. Suzanne has worked as a staff interpreter, language services supervisor, and an online and classroom instructor. She is currently a freelance linguist, an instructional design consultant, and an adjunct instructor. She is also a member of the Home for Trainers Webinar Work Group of the National Council on Interpreting in Health Care.

1. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
WWW.NCIHC.ORG

2. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
You
can
access
the
recording
of
the
live
webinar
presenta6on
at
www.ncihc.org/trainerswebinars
Home
for
Trainers
Interpreter
Trainers
Webinars
Work
Group
An
ini6a6ve
of
the
Standards
and
Training
CommiBee
www.ncihc.org/home-­‐for-­‐trainers

3. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
Housekeeping
-­‐
This
session
is
being
recorded
-­‐
Cer6ficate
of
ABendance
*must
aBend
full
90
minutes
*trainerswebinars@ncihc.org
-­‐
Audio
and
technical
problems
-­‐
Ques6ons
to
organizers
-­‐
Q
&
A
-­‐
TwiBer
#NCIHCWebinar
Home
for
Trainers
Interpreter
Trainers
Webinars
Workgroup
An
ini6a6ve
of
the
Standards
and
Training
CommiBee
www.ncihc.org/home-­‐for-­‐trainers

4. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
Welcome!
Guest
Presenter:
Suzanne
Couture,
MEd,
CHITM

5. Modality
Matters:
Including
Remote
Interpreting
in
Interpreter
Training
Programs
Presented
by
Suzanne
Couture,
MEd,
CHITM
©
2018
Suzanne
Couture

6. Audience
0 Role
0 Connection
to
topic
0 Interpreter
trainer
or
other
stakeholder
0 Experience
0 A
lot,
some,
none,
curious,
not
sure
yet
0 Interest
0 Help
others,
provide
quality
service,
continuously
improve
©
2018
Suzanne
Couture

7. Objectives
0 Share
0 Summarize
research
Lindings
about
professional
development
for
remote
interpreters
0 Engage
0 Discuss
perceptions
and
trends
in
remote
interpreting
and
how
they
may
impact
training
0 ReLlect
0 Identify
and
prioritize
training
needs
to
improve
quality
and
consistency
of
service
©
2018
Suzanne
Couture

8. What
Do
You
Want
to
Learn
Today?
0 Ask
away!
©
2018
Suzanne
Couture

9. Poll
Question
1
What
is
your
primary
role
in
interpreting?
q Interpreter
Trainer
q Language
Services
Provider
q Manager/Supervisor/Director
q Other
Stakeholder
q Interpreter
©
2018
Suzanne
Couture
https://pixabay.com/en/photos/hospital/

10. https://commons.wikimedia.org/wiki/File:The_Scream.jpg

11. https://commons.wikimedia.org/wiki/File:Ct-scan.jpg

12.
“As
practitioners
who
are
experts
in
our
own
modes
and
specialties
of
interpreting
(e.g.,
conference,
court,
and
medical),
we
are
keenly
aware
of
what
we
stand
to
lose
if
the
way
we
work
changes.
What
we
often
don’t
see
is
what
we
and
society
as
a
whole
stand
to
gain
if
we
evolve
to
offer
our
services
in
new
ways.”
Slaughter Olsen, B. (2017). Feeling our way into the future. ATA Chronicle . Retrieved from
http://www.atanet.org/chronicle-online/featured/remote-interpreting%E2%80%A8-feeling-our-way-into-the-future/
#sthash.rylfeb49.mYy9Bman.dpbs

13. https://en.wikipedia.org/wiki/Blind_men_and_an_elephant#/media/File:Blind.JPG

14. Research
0 Subject:
Network
of
more
than
forty
member
hospitals
and
provider
organizations
across
the
United
States,
offering
service
in
twenty
languages
0 Participants:
A
15-­‐question
online
survey
was
sent
to
299
interpreters;
125
(41.8%)
completed
the
survey
0 Demographics:
Highest
level
of
education
–
Bachelor’s
degree
(25%);
Age
–
30-­‐49
(45%);
Gender
–
Female
(70%)
Couture, S. (2014). Identifying professional development opportunities for remote healthcare interpreters on a
shared network. Retrieved from http://scholarworks.umb.edu/instruction_capstone/8/

15. Research
0 Goals:
1)
To
explore
the
needs
of
healthcare
interpreters
who
provide
remote
language
services
on
a
shared
audio/video
network;
and
2)
to
implement
strategies
that
will
increase
access
to
professional
development
opportunities
and
improve
morale,
consistency
and
quality
of
service
for
this
interpreter
population
Couture, S. (2014). Identifying professional development opportunities for remote healthcare interpreters on a
shared network. Retrieved from http://scholarworks.umb.edu/instruction_capstone/8/

16. Knowledge
• Completion
of
a
mandatory
orientation
session
provided
by
HCIN
o Equipment
location,
operation,
limitations
and
troubleshooting
o Interpreter
introduction,
protocols,
reporting
process
• Completion
of
a
minimum
of
40
hours
of
interpreter
training
o Subject
and
cultural
knowledge
Skills
• Passing
score
on
a
third-­‐party
interpreter
assessment
o Language,
analytical,
effective
listening
and
recall,
interpersonal,
and
speaking
skills
(Mikkelson,
1999)
Abilities/
Attitudes
• Customer-­‐service
oriented
• Ethical
behavior
o Understand
role
and
exercise
good
judgment
(Mikkelson,
1999)
Target
Population
©
2018
Suzanne
Couture

17. Task
and
WorkLlow
Analysis
7
Answer
in-­‐coming
call
for
phone
or
video
interpreting.
8
Facilitate
communication
during
session.
9
Document
provision
of
service,
if
required.
10
Debrief,
when
appropriate,
about
concerns
regarding
session.
11
Report
technical
and
“people
problems”
to
appropriate
party.
Task
No.
Description
1
Check
lighting
and
visual
privacy.
2
Check
sound
quality
and
audio
privacy.
3
Prepare
reference
materials.
4
Turn
ringers
off
on
other
devices.
5
Be
seated
and
ready
to
answer
call.
6
Greet
the
provider
and
the
patient.
©
2018
Suzanne
Couture

18. Environmental
Analysis
Placement
• Should
not
be
used
in
areas
of
routine
public
contact
• Video
monitor
must
not
allow
visibility
of
patient
to
those
walking
by
• Interpreters
must
use
headset
or
handset
Background
• Must
include
HCIN
name
as
well
as
name
and
logo
of
organization
where
interpreter
is
located
• Remaining
background
must
have
a
professional
appearance
Internet
access
• Desktop
internet
access
for
email
communication
and
support
websites
Phone
access
• Dedicated
phone
with
external
line
and
ability
to
call
HCIN
system
Lighting
• Interpreter’s
face
must
be
well-­‐lit
and
eyes
seen
at
all
times
Approval
• Workstation
must
be
approved
by
HCIN
management
©
2018
Suzanne
Couture

19. ©
2018
Suzanne
Couture
Overall
Experience

20. ©
2018
Suzanne
Couture
Remote
Experience

21. ReLlection
0 How
can
we
bridge
the
gap
to
strengthen
the
quality
and
consistency
of
the
service
we
provide?
0 What
skills,
tools
and
information
will
remote
interpreters
need
that
may
be
different
for
in-­‐
person
interpreters?
0 And
what
can
be
transferred
from
the
world
of
in-­‐
person
interpreting
to
the
world
of
remote
interpreting?
0 Are
there
things
that
shouldn’t
be
transferred?
©
2018
Suzanne
Couture

22. Qualitative
Data
0 What
do
you
like
best
about
remote
interpreting?
0 What
do
you
Lind
most
challenging
about
remote
interpreting?
0 What
advice
would
you
give
an
interpreter
who
is
new
to
remote
interpreting?
0 If
you
could
change
one
thing
about
remote
interpreting,
what
would
it
be?
0 Why
would
you
choose
to
make
that
change?
©
2018
Suzanne
Couture

23. Continuing
Education
©
2018
Suzanne
Couture

24. Category
Levers
/
Obstacles
Opportunities
Motivation
Service
to
others
Learning/Variety
Role
not
valued
To
help
interpreters
feel
that
they
are
valued
members
of
the
health
care
team…
Information
Internet
access
Multiple
languages
To
improve
access
to
language
resources…
Tools
Connectivity
Audio
quality
Lack
of
non-­‐verbal
cues
Strong
accents
To
reduce
the
need
for
repetition
and
improve
interpreter
accuracy…
System
Convenience
EfLiciency
Heavy
volume
To
balance
ef8iciency
and
self-­‐care…
Skills
Sensitive
situations
Memory/Note-­‐taking
Interpreting
modes
Prefer
hands-­‐on
practice
To
increase
con8idence
in
dif8icult
situations…
©
2018
Suzanne
Couture

25. goo.gl/rRWZS2

26. Implications
for
Training
0 Seasoned
vs.
Entry-­‐level
Interpreters
0 Visualization,
note-­‐taking,
managing
Llow
0 Self-­‐care
0 Workspace,
volume,
technology,
support,
isolation
0 Resources
0 Online
glossaries,
protocols,
provider
training
©
2018
Suzanne
Couture

27. Visualization
&
Note-­‐taking

28. Managing
the
Flow
q
Greeting
q
Name
q
Language
q
Use
1st
person
q
All
speech
will
be
interpreted
q
ConLidentiality
q
Hand
signal
(video)
or
verbal
prompt
(phone)
©
2018
Suzanne
Couture

29. Mini
Pre-­‐session
Remember
to
repeat
in
second
language
Hi, I’m Sue, your Spanish interpreter.
Please speak directly to each other in first
person, and know that everything said will
be interpreted and kept confidential.
I will do this/say this [prompt] when I need
to interrupt for clarification. Let’s begin!
©
2018
Suzanne
Couture

30. Implications
for
Training
0 Seasoned
vs.
Entry-­‐level
Interpreters
0 Visualization,
managing
Llow,
note-­‐taking
0 Self-­‐care
0 Workspace,
volume,
technology,
support,
isolation
0 Resources
0 Online
glossaries,
protocols,
provider
training
©
2018
Suzanne
Couture

31. Workspace,
Volume,
Technology
https://www.Llickr.com/creativecommons/
http://maxpixel.freegreatpicture.com/Customer-­‐Help-­‐Support-­‐Service-­‐Letters-­‐Scrabble-­‐2355701

32. Implications
for
Training
0 Seasoned
vs.
Entry-­‐level
Interpreters
0 Visualization,
managing
Llow,
note-­‐taking
0 Self-­‐care
0 Workspace,
volume,
technology,
support,
isolation
0 Resources
0 Online
glossaries,
protocols,
provider
training
©
2018
Suzanne
Couture

33. Online
Resources
Easy
access
Network
speciLic

34. ©
2018
Suzanne
Couture
Category
Levers
/
Obstacles
Opportunities
Motivation
Service
to
others
Inconsistency
• Feedback
from
consumers?
• Training
for
callers
about
introduction?
(inconsistent
approach
from
same
agency)
Information
Internet
access
• Standardized
glossaries?
(insurance,
Internet
terminology)
• Documents
about
disaster
response
process?
(how
it
works,
key
stakeholders)
Tools
Connectivity
Audio
quality
Lack
of
non-­‐verbal
cues
Strong
accents
• Need
to
report
disconnected
calls,
dif8icult
connections?
System
Convenience
EfLiciency
Heavy
volume
• Greater
need
at
certain
times
of
day?
Skills
Sensitive
situations
Memory/Note-­‐taking
• Information
routinely
collected?
(name,
address,
phone,
SSN)
• Preparation
for
handling
disaster
calls?
(emotional
intelligence,
case
studies)

35.
Which
area
of
development
is
most
important
to
you?
q Motivation
q Information
q Tools
q System
q Skills
©
2018
Suzanne
Couture
https://pixabay.com/en/photos/hospital/

36. Resources
-­‐
Webinar
http://www.ncihc.org/home-for-trainers--15---remote-but-highly-engaged

37. Resources
-­‐
Books

38. Resources
-­‐
Blog
https://www.interpretamerica.com/interpret-america-blog

39. What
Will
You
Do
Differently?
http://www.publicdomainpictures.net/view-image.php?image=142049&picture=hand

40. Thank
You!
Suzanne
Couture,
MEd,
CHITM
Couture
Consulting
LLC
couture.suzanne01@gmail.com
linkedin.com/in/consultcouture
©
2018
Suzanne
Couture

41. Q&A
©
2018
Suzanne
Couture

42. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
• New
topics
coming
soon!
• Please
complete
evalua6on
• Follow
up
via
email:
TrainersWebinars@ncihc.org
Home
for
Trainers
Interpreter
Trainers
Webinars
Work
Group
An
ini6a6ve
of
the
Standards
and
Training
CommiBee
www.ncihc.org/home-­‐for-­‐trainers
Announcements

43. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
Thank
you
for
aBending!

44. NATIONAL
COUNCIL
ON
INTERPRETING
IN
HEALTH
CARE
You
can
access
the
recording
of
the
live
webinar
presenta6on
at
www.ncihc.org/trainerswebinars
Home
for
Trainers
Interpreter
Trainers
Webinars
Work
Group
An
ini6a6ve
of
the
Standards
and
Training
CommiBee
www.ncihc.org/home-­‐for-­‐trainers