More organisations are recognizing the power of video remote interpreting to connect with customers instantly, providing the benefits of face-to-face interaction at a fraction of the cost.
Actually implementing it, however, feels a lot like navigating a new frontier. It’s unfamiliar territory, and there are few precedents or guidelines to look at.
If your team is ready to forge onward and you don’t know where to start, here are a few quick tips we’ve put together for you.
1. Include IT in the Process from the Beginning
Adding video remote interpreting may require completing a security assessment, upgrading your organisation’s Wi-Fi, or adding a virtual private network (VPN) tunnel as well as other infrastructure. The needs will vary depending on the provider you choose (for instance, LanguageLine’s InSight video remote interpreting does not require a VPN). You will also need to determine if the technology supports multiple modalities, meaning your staff can access an interpreter without being connected to a phone line (another advantage of InSight.)
Be sure to ask whether the cost of the new technology includes any related equipment costs and ongoing IT support. Also, involving your information technology director early in the selection process will help you avoid unexpected implementation headaches later.
2. Work with Your Provider to Plan a Smooth Implementation
Implementing video remote interpreting can be frustrating if you’ve never done it before. A good video remote interpreting provider won’t leave you to figure out the messy details on your own. They should provide thorough implementation support free of charge.
Talking through the implementation process with your provider will ease any concerns you may have and help you identify potential issues before they become hassles.
A good implementation process should include:
- An initial meeting where your provider will gain a better understanding of your organisation and its needs and set a date
- An implementation plan that includes details about the work that needs to be done and equipment recommendations
- A team of people who will install equipment, distribute training materials, conduct quick in-services, and collect end user signatures
3. Ensure Your Staff Has Proper Training
Even state-of-the-art technology is only as strong as the people who use it. Ensuring your staff is properly trained is a critical aspect of any successful implementation. Ideally, your provider should provide training free of charge as part of the implementation process.
Training should include:
- How to access the service
- How to identify a patient’s language
- How to work with an interpreter
- Why and where to record the use of interpreter services
- Any other information that is relevant to your staff, such as whether you have British Sign Language interpreters on site and how to access them
Entering new territory can be intimidating, but it’s also exciting. Video remote interpreting helps us move closer to a world without language barriers.
It can help your staff serve limited English proficient populations more efficiently, reduce misunderstanding and complaints, and build stronger relationships with a diverse group of people.
A good video remote interpreting provider should guide you through the implementation process and support you every step of the way, allowing you to forge ahead with confidence.