For Clients & Partners
Working with Interpreters: A Guide for Clients
Getting the most from interpreter services starts with understanding how they work. This guide helps organizations prepare for appointments, communicate effectively, and build strong language access practices.
Language Access Starts Before the Appointment
Effective interpreting is a partnership. When organizations understand how to prepare for and engage with interpreter services, communication becomes clearer, appointments run more smoothly, and the people you serve feel more respected and understood.
This guide covers the most important things to know — from choosing the right type of interpreting for your setting to what happens during and after the appointment. Whether you’re new to working with interpreters or looking to strengthen your existing practices, this resource is here to help.
Choosing the Right Interpreting Format
Different situations call for different formats. Use this guide to help determine the best fit for your appointment type.
On-Site
Best for sensitive, complex, or high-stakes conversations where human presence supports trust and clarity. Ideal for clinical consultations, legal meetings, and family communication.
✓ Full nonverbal communication
✓ Highest level of human connection
✓ Best for nuanced or emotional topics
Over-the-Phone (OPI)
Convenient and fast — great for shorter interactions, quick questions, follow-up calls, and situations where scheduling an on-site visit isn’t possible.
✓ On-demand access available
✓ Good for routine or time-sensitive needs
✓ No visual setup required
Video Remote (VRI)
Combines visual communication with remote flexibility. Especially important for ASL interpreting. Works well for walk-ins, consultations, and interactions where seeing the interpreter matters.
✓ Visual access without on-site scheduling
✓ Essential for ASL
✓ On-demand or scheduled
Before the Appointment
Preparation helps every appointment go more smoothly. Here are some things to consider before your interpreter arrives or connects:
- Book in advance when possible. Scheduling ahead gives us the opportunity to match an interpreter with experience in your specific setting — healthcare, legal, community, or other.
- Share context with the interpreter before high-stakes appointments. A brief overview of the topic or type of conversation helps the interpreter prepare appropriate vocabulary and tone.
- Prepare your space. For on-site interpreting, ensure the interpreter has a clear sightline to both parties. For VRI, check that your device, camera, and internet connection are working.
- Let the person being served know an interpreter will be present. For people who have experienced language barriers, knowing ahead of time that an interpreter will be there reduces anxiety and builds trust.
- Understand the interpreter’s role. Professional interpreters maintain confidentiality, neutrality, and impartiality. They are not advocates, case managers, or bilingual staff members.
During the Appointment
How you communicate during an interpreted session affects its quality and effectiveness:
- Speak directly to the person, not to the interpreter. Say “How are you feeling?” rather than “Ask them how they’re feeling.” This helps the interaction feel natural and respectful.
- Speak in shorter segments. Pausing every few sentences gives the interpreter time to convey your message accurately — especially for consecutive interpreting.
- Use plain language. Avoid jargon, acronyms, or complex sentence structures when possible. If you use technical terms, briefly explain them.
- One person speaks at a time. Overlapping conversations are difficult to interpret accurately. Encourage participants to take turns.
- Allow the interpreter to ask for clarification. If a term is unclear or a message needs to be conveyed more precisely, a professional interpreter will let you know.
- Respect the interpreter’s need to maintain accuracy. Interpreters are bound by professional standards, including accuracy and impartiality. Trust the process.
Understanding the Interpreter's Role
Professional interpreters are guided by a code of ethics. Understanding these principles helps you work with them more effectively:
- Accuracy. Interpreters convey the full meaning of what is said — including tone — without adding, omitting, or changing the message.
- Impartiality. Interpreters remain neutral. They do not offer opinions, provide advice, or advocate for either party.
- Confidentiality. Everything shared during an interpreted session is confidential. Interpreters are held to the same privacy standards as other healthcare, legal, or social service professionals in applicable settings.
- Professional boundaries. Interpreters are not bilingual staff, case managers, or cultural brokers. They focus on facilitating communication accurately and professionally.
- Transparency. If an interpreter cannot continue, has a potential conflict of interest, or needs to flag something for accuracy, they will do so professionally.
If you have questions about interpreter qualifications, professional standards, or how E2S screens and trains interpreters, we are happy to discuss this with you.
Questions? We're Here to Help.
If you have questions about working with interpreters, need help choosing the right service for your setting, or want to request language access services, contact our team at info@english2spanish.com or call 541-316-8089.
