Cafe Lingo

As the 2022 Open Enrollment Period nears, health insurance providers are gearing up to assist millions of people who wish to enroll in affordable coverage. From November 1^st to December 15^th, U.S. citizens and legal residents will be eligible to purchase health insurance through the federal and state marketplaces. Yet a lack of access to language services often stands in the way of limited English proficiency (LEP) speakers from doing just that.

Bilingual Customer Service or Remote Interpreters?    

While information about Open Enrollment is available in multiple languages, this isn’t always enough. Why? Because navigating the U.S. health insurance system can be challenging—even for native English speakers. In fact, a 2019 Health Insurance Literacy survey found that 51% of respondents didn’t fully understand basic insurance terms. Now imagine how much more difficult choosing a plan must be for the 23% of marketplace plan enrollees who speak another language at home.

Fortunately, remote interpreters can bridge the language gap and help ensure everyone finds a health plan that fits their needs. While bilingual customer service representatives serve a vital role, they aren’t always available during peak hours. Nor is it realistic to hire enough staff for every language your customers may need. By connecting with a remote interpreter when necessary, you’ll reduce wait times, enroll more customers, and boost customer satisfaction.

Over-the-Phone Interpreting (OPI)

When it comes to customer service, over-the-phone (OPI) interpreting is the most accessible option. Anyone calling from a landline or a cell phone without a data plan can speak with an interpreter in minutes. It’s also the most efficient way to assist from a call center.

Video Remote Interpreting (VRI) 

Video remote interpreting (VRI) works well when you want to create a more personal connection. Health insurance agents who typically meet customers in person can use VRI to replicate an onsite meeting remotely. It’s also a great way to provide language services during a virtual session where attendees can ask questions and enroll in plans. And last but not least, it allows you to assist customers who use American Sign Language (ASL).

How Boostlingo Can Help

Now that you know the benefits of remote interpreting, it’s time to find a platform that meets your needs. With Boostlingo, you can connect with an interpreter in minutes—either over the phone or via video remote. All you need is internet access and a computer or tablet with a webcam for video calls. Plus, you’ll gain access to our Boostlingo Professional Interpreting Network (BPIN), which includes over 10,000 interpreters who speak over 200 languages.

Think Boostlingo may be right for you? Request your free trial today!

Interpreters aren’t strangers to stress. From medical emergencies to police investigations, they frequently navigate emotionally charged situations. Even events such as business meetings or parent-teacher conferences can become contentious. However, remaining calm is only part of the equation. Interpreters need a high-degree of emotional intelligence (EQ) to ensure that they’re accurately conveying information between parties.

What Is Emotional Intelligence (EQ?)  

Simply put, EQ is the ability to perceive, control, and evaluate emotions. For interpreters, that means evaluating tone of voice, hand gestures, body language, and facial expressions—in addition to language. And while this is true for many professions, interpreters face the additional challenge of evaluating this information within different cultural contexts. A smile, for example, often indicates friendliness in North America, but may be a sign of pain or embarrassment in some Asian societies.

EQ and the Challenges of Remote Interpreting

Correctly interpreting emotions takes practice regardless of the setting, but remote interpreting adds another layer of difficulty. The increasing popularity of over-the-phone (OPI) and video remote (VRI) interpreting, while convenient, does lead to the loss of nonverbal information. With OPI, you lose the ability to interpret body language and facial expressions. And although VRI allows parties to see each other, it’s still more difficult to build trust and understanding between speakers. That means interpreters need an even higher EQ to successfully interpret remotely.

How to Improve EQ in Interpreting

Fortunately, there are steps you can take to improve your EQ.

It all starts with self-awareness. As you interpret, be aware of which emotions come up during stressful sessions and take note of how you respond. This will help you improve your self-regulation, which is your ability to manage these emotions. Be aware that interpreters can and do experience vicarious trauma, so make sure you take steps to combat it when you feel overwhelmed.

Social awareness, or the ability to understand the emotions of others, is another essential component. Given how self-expression can vary across cultures, it’s important to develop a deep understanding of the behavioral norms among people who speak your target language. Reading literature in the language can help you boost EQ and give you deeper insight into the culture.

Lastly, improving your social skills can increase your EQ. While interpreters have always needed strong social skills, they’re especially important in remote settings because it’s easier to miss nonverbal cues. Practicing your intonation and tone, taking voice acting lessons, and interpreting video and audio, are just a few ways to strengthen your remote interpreting skills.

Have any other tips for improving EQ in interpreting? Let us know in the comments!

Did you know? September is Deaf Awareness Month! Launched in 1958 by the World Federation of the Deaf (WFD), the initiative celebrates the history, cultures, and communities of deaf people around the world. It corresponds with the International Week of Deaf People and the International Day of Sign Languages.

International Week of Deaf People 2021 (September 20^th – 26^th)

While the entire month is dedicated to recognizing deaf people and their contributions, the International Week of Deaf People is of particular importance. The week, which commemorates the first World Congress of the WDF, focuses on the triumphs of deaf people and the challenges they still face.

This year, events will be hosted worldwide from Monday, September 20^th to Sunday, September 26^th. Daily themes include:

• Cherishing Deaf History – Monday, September 20^th
• Sustainable Deaf Leadership –Tuesday, September 21^st
• Sign Languages for All Deaf Learners – Wednesday, September 22^nd
• We Sign for Human Rights – Thursday, September 23^rd (This is also International Day of Sign Languages).
• Intersectional Deaf Communities – Friday, September 24^th
• Deaf Culture and Arts – Saturday, September 25^th
• Human Rights in Times of Crisis – Sunday, September 26^th

All members of the worldwide deaf community are welcome to participate, including families of the deaf, sign language interpreters, and members of human rights and disability rights organizations.

How You Can Support Deaf Communities

If there are no events near you, there are still plenty of ways you can get involved and support your local deaf community. Below are just eight possibilities:

1. Start learning sign language. (You can sign up for free lessons here).
2. Share information about sign language families, including Black American and indigenous
3. Follow Deaf YouTube creators and share their content on social media. Don’t forget to include #IWDP and #IDSL in your posts.
4. Support deaf-owned businesses.
5. Advocate for deaf accessibility in your community.
6. Advocate for the use of Certified Deaf Interpreters at work or within your community.
7. Volunteer at a nonprofit that assists the deaf or advocates for disability rights.
8. Contact your representatives to advocate for the rights of deaf people.

Bonus: If you know someone who is deaf, ask them about their experiences. Simply being willing to listen and learn about the deaf experience can go a long way to bridge the gap between the deaf and hearing worlds.

How are you planning to celebrate Deaf Awareness Month? Let us know in the comments!

The Taliban takeover of Afghanistan has sent the country spiraling into a humanitarian crisis. Although at least 12,000 Afghans have been evacuated via the Kabul airport, tens of thousands of others remain in danger. Those who supported the United States and NATO troops—including interpreters—are at the highest risk of being arrested or killed.

As part of our commitment to the interpreting community, we’ve compiled information on how interpreters can apply for refugee status in Canada and how our readers can help them. For resources on U.S. visa programs and nonprofits, click here.

Special Programs for Afghan Interpreters and Other Refugees

The Canadian government has agreed to resettle up to 20,000 refugees through Special Programs. These include a special program for:

• Afghan nationals and their families who assisted the Canadian government.
• Afghan nationals who don’t have a durable solution in a third country, including
  • Women leaders
  • Human rights activists
  • LGBTI individuals
  • Journalists and people who assisted Canadian journalists
  • Immediate family members of one of the above
  • Extended family members of previously resettled interpreters who assisted the Canadian government.

To apply, write an email to [email protected] and include:

• Your full name
• Date of birth
• Email address
• Phone number
• Description of work with the Canadian government including:
  • Your title or position
  • Identification number, if you have one
  • Name(s) of current Canadian point(s) of contact, if possible
• Copy of your passport and passport for each eligible family member traveling with you, if possible

Please note: You don’t need to be in Afghanistan or return to Afghanistan to be eligible.

How You Can Help

If you’d like to help Afghans who are awaiting refugee status or have already arrived in Canada, here are three organizations that are accepting donations and need volunteers.

Veteran Transition Network is a veteran-led nonprofit organization that has set up an emergency fund to provide shelter and support for interpreters and their families. Donations go toward immediately helping Afghans by paying for interim housing and a living wage for those awaiting permission to enter Canada.

You can donate online, via check, or write transfer or security. If you’d like to volunteer, click here.

Afghan-Canadian Interpreters is an initiative made up of civilian volunteers, veterans, and serving members of the Canadian armed forces. It provides interpreters and their families with the expenses required for the relocation process.

You can send donations via e-transfer to [email protected] or via check. If you’d like to volunteer, email [email protected].

Islamic Relief Canada provides emergency aid in disaster zones which includes food packages and hygiene and water storage kits. The organization has been on the ground in Afghanistan for twenty years and is asking for donations to assist those who have been displaced.

You can donate online here. If you’d like to volunteer, click here.

Whether it’s donating money, volunteering, or simply sharing with your network, we encourage you to help however you can!

Since the situation remains incredibly fluid, we encourage you to include any other legitimate, proven organization in the comments which may be of help. We will keep this article updated with information as the humanitarian crisis unfolds.