Interpreter Guidelines
The following are terms, conditions and guidelines specific to Remote Interpreting Services (RIS), including Over-the-Phone Interpreting (OPI) and Video Remote Interpreting (VRI). These terms, conditions and guidelines are included in the MasterWord Interpreter Guidelines by reference.
Interpreter Standards of Practice
Confidentiality
Standard of Practice: Keep strictly confidential all information obtained during interpreting assignments, while observing relevant requirements regarding disclosure. Confidential information will not be published, communicated, or disclosed to any person or organization outside of the assignment. All notes must be properly disposed of.
Confidential information includes but is not limited to:
- Name, age, gender, etc. of the participants
- Day of the week, time of day, time of year the session occurred
- Location
- Other people involved
- Details discussed
- Any personally identifiable information
Note: Confidentiality may need to be broken if a threat of self-harm or harm to others is made in the presence of the interpreter but without the client present.
Accuracy
Standard of Practice: Provide the most accurate interpretation possible without altering, adding, or omitting anything stated during the assignment.
- Interpret everything said by all participants
- Respect the intention behind the message
- Interpret rude, uncomfortable, or difficult language
- Reflect tone, attitude, and emotion
- Maintain the register (formal/informal)
- Capture cultural aspects of the message
- For sign language: choose appropriate mode and convey auditory/visual info
Impartiality
Standard of Practice: Maintain impartiality by not sharing personal opinions, beliefs, or biases—even if the interpreter disagrees with the content.
- Avoid body language or expressions revealing personal judgment
- Disclose any real or perceived conflicts of interest
- Refrain from giving advice or influencing participants
- Withdraw from session if impartiality is compromised
Professionalism
Standard of Practice: Act professionally and ethically in alignment with the principles of applicable codes of ethics.
- Only accept assignments within your qualifications
- Follow MasterWord policies and procedures
- Dress and act professionally
- Provide excellent customer service and professional conduct
- Interpret in a secure, private space and remain for full session
Role Boundaries
Standard of Practice: Maintain clear boundaries and a professional distance during the interpreting session.
- Avoid developing personal relationships with participants
- Do not provide resources or make recommendations
- Clarify interpreter role as needed
- Support participant autonomy
Professional Development
Standard of Practice: Continuously improve through training and education.
- Watch all platform training materials
- Maintain certification status and notify MasterWord if it lapses
- Seek ongoing professional development
Respect
Standard of Practice: Treat everyone with dignity and cultural respect.
- Promote communicative autonomy
- Use culturally appropriate address forms
Professional Relationships
Standard of Practice: Support peers and uphold the dignity of the profession.
- Mentor new interpreters
- Do not criticize or undermine colleagues
- Collaboratively resolve disputes
- Maintain fairness and courtesy
Interpreter Protocols
Professional Introduction & Closing
Opening (Required):
“Hello! My name is [NAME], my ID is [NUMBER], and I am your [LANGUAGE] interpreter. How may I help you?”
Optional additions:
- I will interpret everything that is said.
- I will maintain confidentiality.
- Please speak to each other directly.
- I may interrupt to ask for a pause or clarification.
Closing (Required):
“Thank you, [LANGUAGE] interpreter [NUMBER] is now disconnecting.”
First Person Interpretation
Interpret in the first person (e.g., “I am glad to see you today.”) unless doing so causes confusion—then third person may be used.
Interventions
Use the following phrasing to intervene transparently:
- “Excuse me, as the interpreter, can you please repeat ___?”
- “Excuse me, as the interpreter, I need to clarify ___.”
- “Excuse me, I just asked the speaker to check their microphone.”
- “Excuse me, I believe there may be a cultural misunderstanding.”
Technology and Workplace Setup Guidelines
Technical Setup Requirements
- Computer: Desktop or recent laptop (under 3 years old); second screen recommended
- Headset: USB headset with integrated boom mic required (avoid Bluetooth and inline mics)
- Camera: HD external webcam recommended
- Internet: High-speed connection with Ethernet preferred
Privacy and Sound Management
- Use a private, enclosed room and lock the door
- Ensure no one else can hear or see your sessions
- Eliminate background noise (children, pets, street sounds)
Video Setup (for VRI)
- Camera must remain on during the session
- Use a clean, solid-color background or platform’s virtual background
- Ensure proper lighting (avoid backlighting)
- Sit centered, upright, and look into the camera
Conduct
- Be camera-ready, avoid eating during sessions
- Use standard greeting and closing scripts
Checklist Before Interpreting
- Reboot your computer (complete shutdown preferred)
- Check internet speed (minimum 2 Mbps; ideal 25 Mbps)
- Log into the platform using updated Chrome or Firefox
- Have glossaries and reference materials ready
- Close unused programs and test your audio/video
- Have a clear water bottle (no coffee or distracting cups)
- Use closing script and log out properly at end of session
Internet Speed
Visit http://www.speedtest.net/ for verification of your internet speed and stability.
Camera Presence
Your remote office must be quiet and free from distractions. Do not take calls from shared spaces like the living room, dining room, or bedroom. Test the space to ensure outside noise is blocked.
To comply with federal privacy regulations, you must not be interrupted by other people.
Avoid using noisy appliances (e.g., washer, dryer, vacuum) during work hours, and eliminate background sounds from TVs, stereos, or external sources such as traffic, lawn equipment, or sirens.
Video interpretation requires a neutral background. The background should be white or a neutral solid color.
- Example V1: White poster boards on wall
- Example V2: White folded sheet on a track
Dress Code
Interpreters are required to adhere to business professional dress code. Groomed appearance with headset. For an overview of basic requirements, please see DRESS CODE POLICY
Wait Time Procedure and Time Keeping:
Wait Time:
If a client asks you to hold, the maximum hold time is 15 minutes. Please inform the client you will disconnect if they do not return on the line within 15 minutes. If the English speaker doesn’t return on the line please speak out: “Is there and English speaker?” If you get no answer, please state “Interpreter is disconnecting due to lack of response”.
Issue Reporting:
If you have any type of technical issue, call drop, or if you need to report other issues, please send an email to [email protected] or [email protected]. Include the date, time, language, and a description of the issue.
Time Keeping:
RIS platform will automatically keep records of your start time, end time, duration of the call. No need for interpreter to send MasterWord an invoice or submit a timesheet. You will receive a weekly summary with all the assignments serviced for RIS.
Federal Regulations and Confidentiality Requirements:
As a language professional, you may have access to information that is federally protected under either the Health Insurance Portability and Accountability Act or the Family Educational Right and Privacy Act. Therefore, all language professionals providing services to or on behalf of MasterWord must adhere to all federal and other regulatory privacy laws and policies. For more information please visit:
https://www.hhs.gov/hipaa/index.html https://www2.ed.gov/policy/gen/guid/fpco/ferpa/index.html
AI POLICY
Please review our AI policy here:
https://www.masterword.com/ai-policy/