Frequently Asked Questions

To become a MasterWord Language Professional, interpreters must be fluent in at least two languages and able to accurately convey information between two or more speakers, while maintaining impartiality, without adding or omitting any details. This role demands a high level of accuracy and precision.

Additionally, interpreters must pass a criminal background check, educational background verification, and employment history verification. Relevant certifications must also be provided, and candidates may be required to complete both oral and written assessments.

Your recruiter will provide more details during the interview process.

As a contracted Language Professional you are allowed to pick and choose when you accept assignment offers with MasterWord, making your interpreting schedule more flexible than traditional jobs. Interpreters are needed 365 days a year, 24 hours per day, but assignment availability can vary based on need.

You can find the application on our website  APPLY HERE

You can contact our Talent Acquisition department via email with any questions at [email protected], or alternatively, you can contact the Talent Acquisition department via phone at (281) 589-0810 ext. #2, then Option #1. You can expect to hear back within 24-48 hours, normal operating time, Monday – Friday, 8am – 5pm CST.

If you have not received your login information for MasterWord’s remote interpreting platform and instructions on how to receive calls, please contact the Remote Interpreting Services department at [email protected] to schedule an orientation session.  

Unless otherwise specifically indicated in the Special Instructions section of the Interpreting Assignment Confirmation form, interpreters are required to adhere to business professional dress code. Please review the DRESS CODE POLICY for more details.

According to federal regulations, the I-9 form verifies identity and authorization for individuals to work in the United States, regardless of citizenship or nationality. While I-9 is typically required only for employees, individuals that an employer considers to be independent contractors are not given an all-inclusive exemption from the requirement. Under the Immigration Reform and Control Act (IRCA), documentation of identity and work authorization is also required for all authorized representatives of an employer, including contracted workers, and the form I-9 can be used to legally verify these requirements. In addition, external clients may also require that MasterWord provide valid I-9 forms for each contractor. Until such forms are completed, the Language Professional is not authorized to accept job confirmations and provide services.

Documentation should be submitted through the Language Professional portal. Please see the step-by-step instructions here: DOCUMENT SUBMISSION TUTORIAL

Please answer NO to the immunization question for which you currently do not have a supporting document. Once you obtain the document, you may submit it through the Language Professional portal along with an updated immunization form.

If you are receiving notification about a missing document(s) it may be because one or more documents in your profile have expired, or a new requirement is posted to your profile that needs your attention. Please log into your LP Portal profile and click on the My Documents drop-down menu at the top right corner. Once you open the My Documents page, you will see the documents that require your attention. Please follow these step-by-step instructions to submit the missing documents: DOCUMENT SUBMISSION TUTORIAL

Please submit a support ticket to the Talent Management department here: LANGUAGE PROFESSIONAL HELP DESK . You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 8am-5pm CST.

If you are logged in to your LP Portal profile and would like to change your password, please follow these steps: CHANGE MY PASSWORD. If you are trying to log into your LP Portal profile, and forgot your password, please use the FORGOT PASSWORD? option. Once you enter your username on the password recovery screen, you will receive an email to the registered email address with a password resent link. The email will also contain your username.

Please view this video on how to review your profile: PROFILE TUTORIAL . For all questions and inquiries regarding updating your profile, please submit a support ticket to the Talent Management department here: LANGUAGE PROFESSIONAL HELP DESK . You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 8am-5pm CST.

For all questions and inquiries regarding adding additional services to your profile, please submit a support ticket to the Talent Management department here: LANGUAGE PROFESSIONAL HELP DESK . You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 8am-5pm CST.

For all questions and inquiries regarding contract and terms, please submit a support ticket to the Talent Management department here: LANGUAGE PROFESSIONAL HELP DESK . You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 8am-5pm CST.

For a specific assignment, please contact a Service Coordinator at (281) 589-0810 option 1 to negotiate a different rate or terms. If you wish to make a permanent update to the rate and terms on your LP profile, submit a support ticket to the Talent Management department here: LANGUAGE PROFESSIONAL HELP DESK  .

From time to time, a service rate or term may be negotiated for a specific assignment. As such, Job Confirmation Letters are treated as individual written agreements for each assignment. Each confirmation is unique, outlining the agreed-upon date, location, rate, and other pertinent details. It is your responsibility to thoroughly review each Job Confirmation to ensure you agree with all listed rates, terms, and instructions.

Jobs confirmed and scheduled prior to any rate or term changes will remain at the previously agreed-upon rate, even if the assignment has not yet occurred. The rate and terms stated in the Job Confirmation serve as the binding agreement, and no retroactive changes will be made.

If you have any questions or concerns, please contact our coordinators at 281-589-0810, option 1, at least 24 hours before the assignment. Any temporary adjustments negotiated with a MasterWord Service Coordinator will apply only to the specific assignment and will not automatically update the general rates and terms listed in your LP Profile. General rates and terms must be updated separately with our Talent Management Team.

We greatly appreciate the promptness and readiness our interpreters demonstrate by swiftly responding to job availability notifications. We understand it can be frustrating when you don’t receive the assignment despite your quick response. It’s important to clarify how our assignment distribution process works to shed light on why this might happen.

When an assignment is made available, it’s often sent to multiple qualified interpreters simultaneously. This means that several interpreters might respond at the same time. However, securing an assignment is influenced by a variety of factors beyond just the speed of your response. These include the specific requirements of the assignment, such as interpreting modality, specialized knowledge for certain industries, geographic proximity to the job location, and economic viability.

We want to emphasize that while cost efficiency is a consideration in our selection process, it is far from the only or most important criterion. Our priority is to match the right interpreter with each assignment, ensuring that we meet our clients’ needs for quality, expertise, and reliability. We look for the best combination of qualifications, experience, and availability to provide excellent service to our clients.

MasterWord is committed to fairness and transparency in our operations. We understand that as independent contractors, interpreters value clear communication about how assignments are distributed. We are actively working on improving our systems and processes to make the distribution as equitable and efficient as possible. This includes future technological upgrades to reduce any potential delays in notification delivery and ensuring a fair chance for all our interpreters.

Your professionalism and dedication are crucial to the services we provide, and we truly value your contributions. Together, we can continue to provide exceptional language and communication access services that meet the diverse needs of our clients.

If you experience a technical issue for joining a scheduled virtual meeting, please take a screenshot of the error and email it to our team immediately at [email protected] . Please immediately follow up with a phone call at (281) 589-0810 option 1 for further assistance. Our Service Coordinators will advise you on how to proceed.

You must report and escalate any complaints, disputes or issues to MasterWord Service Coordinators by calling our office at (281) 589-0810 option 1. Do not attempt to resolve issues directly with the MasterWord client.

For in-person assignments, you must wear a MasterWord issued interpreter ID badge. If your badge has been lost, you should alert MasterWord immediately at (281) 589-0810 and request a replacement. A temporary badge will be issued within 24 hours. A badge replacement fee of $5 may apply.

If you know you will not be able to deliver the services which you have agreed to perform, you must notify MasterWord Service Coordinators directly, via phone, at (281) 589-0810 option 1 as soon as you become aware of inability to provide the service(s). Cancellations and late delivery of services will result in remediation activities. Any delay in service due to force majeure, military deployment, bereavement, accident, or verifiable emergency may be excused based on the nature of the occurrence and is subject to verification of documentation. You can read the entire service policy here: ON TIME DELIVERY POLICY

To ensure on-time delivery of confirmed services, Language Professionals are expected to arrive 15-minutes prior to the scheduled start time. Tardiness causes unwelcomed disruption and negatively impact the quality of services. If you will be late in providing confirmed services, you must notify MasterWord directly, via phone, at (281) 589-0810 option 1 as soon as you become aware of a possible delay.

If the client requires you to stay beyond the estimated duration of your assignment as indicated in your Job Confirmation Letter, they must contact MasterWord to request a time extension. You may also notify MasterWord directly, but your notification alone will not suffice. Please contact us at 281-589-0810, option 1, or via email at [email protected].

If the extension overlaps with or conflicts with another scheduled assignment, we ask that you inform us immediately so we can advise on the appropriate next steps.

For in-person assignments, the client representative must also note the extension on your Interpreting Services Verification Form in the applicable section. If you do not obtain approval from both the client and MasterWord following these guidelines, the extended portion of the assignment will not be considered approved and may not be eligible for compensation.

If you need to discontinue services, you must first notify MasterWord directly, via phone, at (281) 589-0810 option 1 to cancel any upcoming assignments that may be scheduled to you. Afterwards, you must contact the Talent Management Team to formally discontinue services via written notice.

To resume services, you must also provide written request via ticket submission to the Talent Management Team.

You can submit either notice via our ticketing system here: LANGUAGE PROFESSIONAL HELP DESK  .You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 8am-5pm CST.

For all general questions and inquiries please submit a ticket to the Talent Management Team here: LANGUAGE PROFESSIONAL HELP DESK  You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 8am-5pm CST.

Payment terms for language professionals commence 30 days after the submission of your first complete time record. Subsequent payments are issued weekly, with deposits based on the date of timesheet submission and approval, rather than the date the assignment was completed. You can review the expected payment schedule here: PAYMENT SCHEDULE

Time records for language professionals are submitted through the LP Portal lpportal.masterword.com. Please see video tutorials here: VERIFICATION OF SERVICES TUTORIAL and PAPERLESS VERIFICATION TUTORIAL

If you are needing assistance regarding payment, please reach out to our accounting department at [email protected] . You can expect to hear back within 24-48 hours via email, normal operating time, Monday- Friday 8am-5pm CST.

To find out about upcoming trainings offered with us, please visit the Masterword Institute: MASTERWORD INSTITUTE

If it’s your first time at MasterWord Institute, creating an account is easy, and is required to take any courses you have purchased through our store. To create an account, you can register at MASTERWORD INSTITUTE using your email address and a password of your choice. From there, just follow the instructions that will be sent to your email to complete your account setup. You can also create an account right from the checkout page when entering your billing details. Just enter a password, and follow the instructions sent to your email to complete your account setup and start taking your courses.

MasterWord Institute does offer select courses that can be used for CEUs. To receive CEUs a form will be provided towards the end of the course, along with instructions to submit to the CEU organization. If you have additional questions about CEUs for a particular course, submit a ticket to the Masterword Institute- Training and Assessments Team here: MASTERWORD INSTITUTE HELP DESK .  Support requests through email will be responded to within 24-48 hours.

For questions about assessments and training submit a ticket to the Masterword Institute- Training and Assessments Team here: MASTERWORD INSTITUTE HELP DESK  . You can expect to hear back within 24-48 hours, normal operating time, Monday- Friday 9am-5pm CST.