MULTILINGUAL

Interpreters & Translators

Welcome
Interpreting is a complex task, which requires the interpreter to select the right words for a spoken
translation instantly and without fail. Interpreters must have excellent listening skills and a great memory
to process the spoken information quickly and relay it in the target language as accurately as possible.
Interpreters must understand the pivotal role they play in effective communication between a client and an
LEP speaker. Interpreters will work in different environments (e.g., medical, legal, insurance, financial, etc.)
and this guide is designed to support the Interpreter in their role.
Characteristics of
Successful Interpreters
1. PASSIONATE
• This person is passionate about their craft and strives to improve their cognitive understanding of
language.
• Good interpreters are committed to helping people and understanding the services they deliver is
more than word-for-word interpreting. Interpreting extends and creates a deeper and more
meaningful cultural interaction.
• Interpreters establish a human connection between two or more people who can communicate
and understand each other at a deeper level.

2. KNOWLEDGEABLE
• Being bilingual or multilingual is not the only prerequisite to become a professional interpreter.
• Qualified interpreters must complete advanced education and training programs to perfect and
maintain their skill.
• Having a specialization in fields with complex terminology (e.g., medical, or legal) is in high
demand.
3. ETHICAL
• Interpreters are required to adherence to the confidentiality practices of the Health Information
Portability and Accountability Act (HIPAA).
• Interpreters must have a deep understanding regarding the Ethics requirements during
interpretation encounters and how to abide by them in every circumstance.

4. PEOPLE SKILLS
• Active listening skills are an important part of being a good communicator.
• Remain emotionally neutral during encounters, no matter how challenging.
• Be able to assess and manage each encounter to be able to interpret meaning-formeaning.
• Being able to convey the emotions of the people you are interpreting for is a respected and
sought-after skill.

5. WORKING WELL UNDER PRESSURE

• A good interpreter can have personality, but they must enjoy working with people.
• Interpreters must be able to work well with others and adapt to any situation.
• It is crucial to stay calm in different situations and anticipate what may happen next and where the
conversation is going.

6. CULTURALLY DIVERSE
• Cultural competence which means having the knowledge and respect for both cultures to be able
to communicate their differences successfully.
Ethics, Principles &
Standards of Practice
National Council on Interpreting in Health Care (NCIHC)

Who is the NCIHC? NCIHC has established principles and standards which apply to any encounter
where an interpreter is required to facilitate communication between two or more individuals which do
not share a common language.

NCIHC standards are based on the following ethics:

1. Accuracy
2. Confidentiality
3. Impartiality
4. Respect
5. Cultural Awareness
6. Role Boundaries
7. Professionalism
8. Professional Development
9. Advocacy
1. ACCURACY
Objective: To enable other parties to know precisely what each speaker has said.
• The interpreter renders all messages accurately and completely, without adding, omitting,
substituting, or paraphrasing.
• The interpreter replicates the register, style, and tone of the speaker.
• The interpreter advises all parties that everything said will be interpreted as spoken.
• The interpreter manages the flow of communication.
• The interpreter corrects own errors during or after the session.
• The interpreter maintains transparency.

2. CONFIDENTIALITY
Objective: To honor the private and personal nature of the health care encounter and maintain trust
among all parties.
• The interpreter maintains confidentiality and does not disclose information outside the treating
team, except with the patient’s consent or if required by law.
• The interpreter protects written patient information in his or her possession.

3. IMPARTIALITY
Objective: To eliminate the effect of interpreter bias or preference.
• The interpreter does not allow personal judgments or cultural values to influence objectivity.
• The interpreter discloses potential conflicts of interest, withdrawing from assignments if
necessary.
4. RESPECT
Objective: To acknowledge the inherent dignity of all parties in the interpreted encounter.
• The interpreter uses professional, culturally appropriate ways of showing respect.
• The interpreter promotes direct communication among all parties in the encounter.
• The interpreter promotes patient autonomy.

5. CULTURAL AWARENESS
Objective: To facilitate communication across cultural differences.
• The interpreter strives to understand the cultures associated with the languages they interpret,
including biomedical culture.
• The interpreter alerts all parties to any significant cultural misunderstanding that arises.

6. ROLE BOUNDARIES
Objective: To clarify the scope and limits of the interpreting role, in order to avoid conflicts of interest.
• The interpreter limits personal involvement with all parties during the encounter.
• The interpreter limits their professional activity to only interpreting within an encounter.

7.PROFESSIONALISM
Objective: To uphold the public’s trust in the interpreting profession.
• The interpreter is honest and ethical in all business practices.
• The interpreter is prepared for all assignments.
• The interpreter discloses skill limitations with respect to assignments.
• The interpreter is accountable for professional behavior and work quality.
• The interpreter advocates for working conditions that support quality interpreting.
• The interpreter shows respect for professionals with whom they engage with.
8. PROFESSIONAL DEVELOPMENT
Objective: To attain the highest possible level of competence and service.
• The interpreter seeks training and development to enhance language, cultural knowledge, and
interpreting skills.
• The interpreter seeks feedback to improve their work quality.
• The interpreter supports the professional development of fellow interpreters.
• The interpreter participates in organizations and activities that contribute to the development of
the profession.

9. ADVOCACY
Objective: To prevent harm to parties that the interpreter serves.
• The interpreter may speak out to protect an individual from serious harm.
• The interpreter may advocate on behalf of a party or a group to correct mistreatment or abuse.
Scripts
Every client may have different expectations when an interpreter engages or terminates an
encounter. Here are Propio’s standard scripts:

OPENING STATEMENT WITH THE CLIENT:

Good Morning/Afternoon. My name is _________________, my interpreter id is [ ] and I will
be your [LANGUAGE] interpreter. Please speak in clear and short sentences so that I can
interpret everything accurately. Before we begin, I need to ask you a few questions…

OPENING STATEMENT WITH THE LEP:

Good morning, I will be your [LANGUAGE] interpreter. Everything you say will stay confidential.
Please speak in clear, short sentences so that I can interpret everything accurately.

CLOSING STATEMENT AT THE END OF EVERY CALL:

Is there anything else I can do for you? Thanks for using our services. This was [NAME], ID
[ID NUMBER]. Have a great day!

When using your name, there is no need to use last names.

Situations and How to
Handle Them
Interpreters will experience many different situations during their interpreting encounters. Here
are some suggestions on how to handle some of them: Taking over a call
• When an interpreter “takes over a call”, it means they are providing a statement that causes
the interpreter to stray away from their role as a conduit.

• Interpreter’s must uphold their role as a conduit and only step out of the role to clarify a
specific situation. As soon as the clarifying process has been completed, they must step back
into the role as a conduit.

• The interpreter must interpret everything that is spoken during the encounter, even if the
interpreter knows the expected answer or has a different opinion about it. This includes:

• Interpreting questions as many times as they are asked.

• Interpreting answers to those questions even if the interpreter knows that the answers are not
related to the question asked. Remember that the interpreter is the conduit, not an active par-
ticipant of the conversation!
Dealing with long segments
of information
It is important for interpreters to practice good call management to provide complete and accurate
renditions. Interpreters should not allow any party involved in the encounter to speak in long
continuous sentences because the conversation and interpretation can become difficult to control or
be accurate. Uncontrolled conversations can lead to summarized and paraphrased renditions.

If you experience a situation where someone speaks in long continuous sentences, you must politely
interrupt the speaker and advise them that pauses, and short segments are required to deliver
complete and accurate renditions. You are required to keep the Client aware of what you are saying if
you need to interrupt the Limited English Speaker’s conversation. Do not be afraid to request someone
repeat themselves or ask for clarification to ensure accuracy of a rendition.
Switching styles of
Interpretation
Interpreters must always use 1st person interpreting as their primary style of interpretation for all encounters.
You can switch to 3rd person interpreting if it is to clarify a topic that could be affecting the conversation. In
these cases, you must step out of your conduit role to become a clarifier (using 3rd person interpreting).
Once the clarifying task has been completed, interpreters are expected to go back to their role as a conduit
to continue with the assignment. There are a few exceptions where the 3rd person interpreting style is
recommended:
• When passing the phone back and forth between both parties.
• When interpreting for more than one person in the encounter.
• When interpreting for young children or elderly people.
• When interpreting for anyone who may be confused (e.g., dementia, substance abuse or post-surgery).
• When interpreting for emergencies. In this case summarizing is acceptable.
BEING RESOURCEFUL
Resourcefulness plays a big role in the interpreter’s ability to handle a call. When interpreters are
presented with a term or scenario, they are not familiar with, they must find a professional way to
deliver the correct message. You can accomplish this is by using all available resources (e.g., dictionary,
internet search, etc.) or techniques (e.g., ask for a clarification or an example) that leads to an accurate
rendition.

LOWERING REGISTERS
Interpreters will encounter a target language speaker that does not have a good command of the
language; therefore, for them to understand the higher registers of the speech can become a
challenge. It is acceptable to lower the register if the Client is made aware of what the interpreter is
doing. They need to receive authorization from the Client. Interpreters can use a word that is simpler to
render a term. Do not compromise the encounter by using a word that is incorrect or inaccurate for the
message the Client is trying to convey.

HOLD TIMES
No matter the situation, even when requested per the client, we can only be put a hold for 15 minutes
at a time. The 15 minutes can be reset if the provider returns and extends the waiting time.
Please advise the provider in this similar manner:
“[Client], I just wanted to remind you that I can be on hold for 15 minutes at a time, and if you need more
than that just come back and let me know, we’ll reset the time for another 15 minutes.”
THINGS TO REMEMBER

• No calling customers back – Even when requested by the client. If the call gets dropped, make a
comment on the portal, and wait for the next call.
• Penalties – Not confirming the Customer name, not asking, or asking the wrong intake questions,
will incur in a monetary penalty.
• When stepping away from your workstation, make your portal UNAVAILABLE/SIGN OUT. This is to
ensure our clients can connect with an interpreter as quickly as possible.
• Right after servicing a call, try to disconnect BEFORE the client. Do NOT wait around. This will
trigger the client survey and you will avoid a penalty.
• If asked: “Where are you located?” Answer: “For privacy and security purposes, we do not disclose
our location” (No matter what)
• If asked: “What company do you work for?” Answer: “For the Language Service
Provider your organization/court has contract with” (No matter what)
CUSTOMER SERVICE
100% customer satisfaction can never be achieved unless excellent customer service is offered. Good
customer service is important in every industry and it is a key for interpreting companies. Keeping
clients satisfied is essential to ensure that they will continue to utilize our services.
Key items that we should always secure to deliver outstanding Customer Service are:

• Being Courteous and Respectful

To be courteous essentially just means to be polite. In an encounter you cannot let your mood
impact your interpreting. You must maintain a friendly tone and facial expressions and show
proper respect when speaking to the Client or LEPS.

When working with clients or LEPS, respect is about empathizing and trying to understand how
they feel and why they feel that way. You will also need to be respectful even when the Client or
LEPS are being disrespectful or discourteous.

• Upbeat Tone of Voice

The tone of your voice affects how people perceive you whether it be in person, over the phone, or
on video. The tone of your voice is critical to your success when interpreting during an encounter. To
establish trust and create a positive experience, you must consistently sound upbeat, warm, conci-
se, and clear. Your voice sounds upbeat when there is inflection or vocal variety. For example, in one
sentence, some words and phrases are emphasized, and your voice will go up and down. When you
do not change the tone of your voice, it may sound like you are disinterested or being disrespectful.

• Voice Projection
Voice projection is the strength of speaking whereby the voice is used loudly and clearly. It is
a technique an interpreter can use to gain someone’s attention or to be heard clearly.
MEASURED STANDARDS
Propio evaluates encounters between our Clients and the LEP to ensure the parties involved are
provided accurate, thorough, and good customer service. Here are the specific standards
interpreters are evaluated on:
• Opening script with the Client is used.
• Collect all data intake questions required by the Client.
• Opening Script with the LEP is used.
• Proper sign off is used at the end of the call.
• Uses 1st person interpretation or direct speech.
• Avoids interrupting or talking over others in the encounter.
• Avoids taking over the call or encounter.
• Remains unbiased and provides no opinions.
• Uses good intervention techniques when necessary.
• Maintains or changes register if needed by the LEP.
• Provides complete and accurate renditions.
• Keeps the source speaker informed of issues that come up during the call.
• Uses good note-taking skills and is organized to ensure they are interpreting accurately.
• Avoids side conversations.
• Uses related terminology (healthcare and insurance).
• Demonstrates resourcefulness and adaptability.
• Demonstrates proficiency in interpreting words without equivalencies.
• Demonstrates good use of work tools and equipment.
• Mediates cultural differences.
• Manages the flow of the conversation.
• Demonstrates good interpersonal skills.
• Demonstrates a friendly tone of voice.
• Demonstrates good voice projection.
• Demonstrates courtesy and respect.
Data Intake
Intake data is an important piece in Propio's Client billing process. Interpreters must collect this
information and enter it accurately into the designated fields.
To ensure the proper entry of the intake information, please follow the directions below. Our Client
Success Team, Billing, and Interpreter Quality departments depend on your accuracy and
completeness.

1. Once you accept incoming assignment, look for the Organization’s name (Customer), located on
the upper left corner of your screen, and verify it with the caller. You can ask the caller for the Com-
pany's name or read the name on your screen and have them confirm if it is correct. If is not correct,
please see Changing Customer Name.
2. Once you have confirmed the Organization’s name, collect the information required to fill each
intake field. Keep in mind that every Client may have different intake questions and we must
collect every single piece. If a Client refuses to provide an answer to an intake question, click on the
“Refuse” button for that question and continue to the next required questions and then provide the
interpreting services for the call. Make sure to leave a comment regarding the information the
Client was not willing to provide. If the Client does not know or have the information to answer the
question, click on the “Unknown” button and then provide the interpreting services for the call.
Key things to remember
when recording the intake
data:
1. Capitalize the first letter of the word entered. This applies to names, departments, locations,
cities, counties, and any other proper name entered. The way the interpreter inputs the infor-
mation in the field is exactly how it will show up on the Client's invoice. For Propio's invoices to
be professional, you must follow the instructions. Refrain from using all lower-case and/or all
upper-case letters.
2. Ask for every item listed on your screen: Requesting every piece of intake data is mandatory.
There are no longer optional items; therefore, everything must be collected and recorded.

3. Ask for spellings if needed: The Client needs to recognize the information that is being
submitted to them in their invoices; therefore, it is important for our entries to be as accurate
as possible. If you are not sure of the correct spelling of a name, street, city, county, or any other
item provided, please ask for its correct spelling. Again, we must remember that the way we
enter this info, is the way it will show up on the Client’s invoice.

4. Entries cannot exceed 24 characters in length: We encourage interpreters to keep their en-
tries as accurate as possible, but at the same time complying with the 24-character limit.
Interpreters can abbreviate words and use acronyms if they can be easily understood. (e.g.,
Dept., DCF, OBGYN, Dr., ENT, etc.).
5. Refrain from using the intake fields as a notepad: Please remember that the information that
goes in these fields are forwarded "as is" to our clients. Propio does not want inappropriate and/or
confidential information going out on Client invoices.

6. If you cannot find the information provided in the drop-down menu, you can choose to override
this feature and manually enter the piece of information given.
Changing Customer/Client
Name
As you all know, part of the intake collection process is verifying the Client’s name (Company’s name) listed
on your screen. If you ever run into a call where you cannot get the Client to provide a name that matches
with what is on your screen, you can try doing a Client ID or Customer name search.

Start by clicking on the blue pencil icon located next to the Client name. After clicking on the pencil, a
Change Client window will open up:
Please read the warning message and only attempt to change the Client information if needed.
Ask the Client if he or she has a four (4) digit ID you could try entering. If they do, please type it on the
“Client Name or ID line”:

If the number entered brings up the correct Client name, click on it. This will populate the Client Name
on the field:
Next, click on the Change Client button. This action will take you back to the intake screen.

Remember that changing the Client ID will change the intake questions on your screen.

If the Client on the line does not know the Client ID, you can try doing a company name look up.

Click on the blue pencil to be taken to the Change Client window. Ask the Client for the name that his
or her company could be under. Type the info provided on the “Client Name or ID line”. As you type the
name, the field will display possible matches. Make sure to select the correct one. Once selected, the
Client name will show on the Client Name or ID line. Click on the Change Client button to confirm.
This action will take you back to the intake screen.
Remember that changing the Client ID will change the intake questions on your screen.
If you are unsuccessful locating the correct account, please collect as much information as you can
from the caller and place it in the comments section:
• Agency/Company name
• Caller’s Name
• Location
• Phone number
LEPDD (Direct Dial)
Some clients have set up a line where LEPs can dial directly into our interpreter portal. When that
happens, the portal will populate in a slightly different way (please see below). The greeting to the LEP
will be listed first. Please do the introduction and confirm what number they want to reach (ensure this
number matches the one lister for the customer). Do a third part dial out and connect with the
customer. Proceed with your intro to the client, ask intake questions and service the call as usual.
Call Drops
During a call you may experience that the call drops. If that happens once, please just write one the
comment section what just happened. If the issue keeps happening, please fill the comment section plus
submit a SysAid ticket so IT can investigate it right away.

Under no circumstances the interpreter is NOT to call back the client for any reason, including call drops
(even when requested by the client). When that happens just wait for your next call, and the client will dial
back in to find a new interpreter.
How to create a conference
call using the dialing pad on
your softphone
1. Type a number in Enter name or number.

2. Click More call options beside Make a call or Make a video call and select Start Conference
Call.
3. "Start Conference Call" is in the "More call options" menu. Bria connects the first participant.

4. Type a name or a number, use the redial drop-down, or drag a contact into the Enter name or
number field and click Add.

Bria starts a three-party conference call.

5. To add more participants, click More options for handling this call (Windows) or More options
(Mac) and click Invite to Conference Call.
 6. Enter a name or a number, use the redial drop-down list, or drag a contact into Enter name
or number at the bottom of the call panel and click Add.

Bria adds the new participant.

7. Repeat steps 4 and 5 until you have added all the participants to the conference call

If you need further help, visit: https://docs.counterpath.com/docs/DeskUG/clients/UserGuides/-

Desktop/c onferenceCalls/deskCreateConference.htm
How to connect to a Zoom meeting
while on a conference call on Zoiper
In Zoiper5 you lose the onscreen keypad when you are on a conference call. So, you will need to dial
into the Zoom meeting separately then merge the call with the client.

1. Ensure with the client they indeed want you to join a Zoom conference/meeting, then get the
phone number, Zoom meeting ID and numeric passcode.

2. Let the client know you will be putting them on hold while you dial out and enter the Zoom
meeting.

3. (DO NOT CLICK “ADD CALL” ON ZOIPER YET) In the Zoiper dial out box where it says “Find a
contact” enter the phone number provided by the client then press the Enter key on your
keyboard. This will automatically put the client on hold and dial out to the Zoom system.

4. Once the Zoom call connects follow the verbal instructions provided by the Zoom system. Use
the onscreen Keypad (the one on the right side of Zoiper between “Speaker” and “Statistics”) to
enter the meeting ID.

5. When you have joined the Zoom meeting you can now merge the two calls. Do this by
clicking the “Add call” button in Zoiper, then clicking on the clients call on the Zoiper active call
list. (You would click the call that has “Local hold”).

6. The two calls should now be merged (Please note that the Zoom call line will be on the left and
the client’s line will now show on the right in Zoiper, so make sure you select the right one if you
need to mute or end the call)
Skeletal System
Digestive System
Respiratory System
Circulatory System
Muscles Overview
Muscles Overview
Muscles Overview
Nervous System
Skin System Overview
Eye Overview
Ear System
Urinary System
Reproductive System
Reproductive System
General Drug Categories
Analgesics Barbiturates
Antacids Beta-Blockers
Antianxiety Drugs Bronchodilators
Antiarrhythmics Cold Cures
Antibacterials Corticosteroids
Antibiotics Cough Suppressants
Anticoagulants and Thrombolytics Cytotoxics
Anticonvulsants Decongestants
Antidepressants Diuretics
Antidiarrheals Expectorant
Antiemetics Hormones
Antifungals Hypoglycemics (Oral)
Antihistamines Immunosuppressives
Antihypertensives Laxatives
Anti-Inflammatories Muscle
Antineoplastics Relaxants
Antipsychotics Sedatives
Antipyretics Sex Hormones (Female)
Antivirals Sex Hormones (Male)
Sleeping Drugs
Tranquilizer
Antihypertensives
Anti-anginal Agents
Anti-diabetic Agents
Allergy, Cough and Cold
Medications
Medications used in Peptic
Ulcer Disease
Other Gastrointestinal
Medications
Medications to treat Ear
Problems
Medications to treat Skin
Problems
Pain Descriptors
Common Diseases and
Illnesses
Common Diseases and
Illnesses
Most Common Surgical
Procedures in the U.S.
Most Common Diagnostic
Radiology Exams
Most Common Laboratory
Tests
Routes of medication
administration
Routes of medication
administration
Car parts, and Vehicle
types
Car parts, and Vehicle
types
Car parts, and Vehicle
types
Car parts, and Vehicle
types
Car parts, and Vehicle
types
Car parts, and Vehicle
types
Types of Vehicles
Types of Vehicles
Types of Vehicles
Types of Vehicles
Car Accidents
Car Accidents
Car Accidents
Car Accidents
Recorded Statements
A claims adjuster or insurance representative often needs a recorded statement from someone invol-
ved in an accident or in another situation where a claim will be filed. But this becomes difficult when
the person giving the recorded statement does not speak the same language as the adjuster.

One of the most common ways for insurance companies to take recorded statements is by telephone
and it is very important for interpreters to be on point with their renditions. Recorded statements requi-
re verbatim interpretation and keeping the Customer aware of everything that takes place during the
session, always identifying yourself as the interpreter first. During these sessions, the interpreter truly
becomes the voice of the Target language speaker. Everything that comes from both parties must be
conveyed. This includes and it is no limited to filler words, sounds, short answers, lengthy answers, foul
language, and any other communication between the parties involved.

EXAMPLE of common questions in recorded statements to insurance adjusters.

These interviews are basically “scripted”, and the questions are typical ones you’d expect to see in any
initial “interview.”
1. Could you please state your full name?
2. Do you understand that this interview is being recorded?
3. Is it being recorded with your permission?
4. If I need to share the information with another adjuster, may I do so?
5. What is your address and telephone number?
6. What is your date of birth?
7. What is the year, make and model of the vehicle you were driving?
8. Are you the registered owner of that vehicle?
9. Were you using the vehicle for any type of business or government use?
10. Were there any minors or passengers in the vehicle with you?
11. What was the date of your accident?
12. Around what time?
13. How many vehicles were involved?
14. What street did this happen on?
15. Was the weather a factor in the accident?
16. Was the traffic light, moderate or heavy?
17. What happened?
18. What type of damage was done to your vehicle?
19. Do you know what type of damage was done to the other vehicles?
20. Was there any type of evasive action that was able to be taken to avoid the accident?
21. Were you under the influence of drugs or alcohol?
22. Were you using a cell phone or any other electronic devices?
23. Was anything obstructing your vision?
24. Do you know how fast the other party was going?
25. Do you know what the speed limit is on that road?
26. Was your vehicle towed?
27. Were you wearing your seatbelt?
28. Did your airbag deploy?
29. Were the police called to the scene?
30. Was there a report taken?
31. Do you have the report number?
32. Was a ticket or citation issued?
33. Were the vehicles moved before the police arrived?
34. Did the police take statements from the drivers?
35. Were there any witnesses that saw the accident?
36. Do you have the witnesses’ contact information?
37. Was there property damage to street signs, poles, or anything else?
38. Were you injured in the accident?
39. What type of injuries did you sustain?
40. At the moment of the impact, were you thrown forward, backward or sideways?
41. Did any part of your body make contact with the vehicle?
42. Was there any ringing in your ears or popping in your jaw?
43. Did you have any deep cuts or lacerations?
44. Was there any emergency treatment performed at the scene?
45. Were you taken to the hospital?
46. What hospital did you go to?
47. Were you transported by ambulance?
48. What treatment have you received since the accident?
49. Do you know the name of your doctor?
50. What type of treatment plan are you currently on?
51. Are you taking any medication?
52. If you can rate the pain that you feel now, 10 being the worst, 1 being the least, how would
you rate your pain?
53. Did you have any prior injuries that could have resurfaced because of the accident?
54. Do you know the total amount of your medical bills to date?
55. How much time did you miss from work?
56. Where do you work?
57. What is your position there?
58. Are there any physical requirements for your position?
59. What is the name of your immediate supervisor?
60. Do you know a phone number for your supervisor?
61. Are you paid hourly or salary?
62. How many hours do you work per week?
63. What is your salary?
64. Do you make any type commissions or bonuses?
65. How long have you worked there?
66. What type of medical benefits do you receive?
67. Do you know if any of the other parties in the other vehicle were injured?
68. Is there anything about the accident that you would like to add that we have not discus-
sed that we should know about?
69. Have you understood all these questions?
70. Is this recording true and correct to the best of your knowledge?
71. Has this recording been made with your knowledge and consent?
72. Would you state your name again please?
Types of Insurance
Coverages
Finance
Interpreter Resources
Below is a comprehensive list of financial words and concepts that you may come across during a
financial encounter
Finance
Interpreter Resources
Finance
Interpreter Resources
Finance
Interpreter Resources
Finance
Interpreter Resources
Finance
Interpreter Resources
Finance
Interpreter Resources
Finance
Interpreter Resources
Finance
Interpreter Resources
Workers’ Compensation
Workers' compensation or workers' comp is a form of insurance providing wage replacement and
medical benefits to employees injured in the course of employment in exchange for mandatory
relinquishment of the employee's right to sue his or her employer for the tort of negligence.
Workers’ Compensation
Workers’ Compensation
Workers’ Compensation
Workers’ Compensation
Workers’ Compensation
Workers’ Compensation
Workers’ Compensation
Social Security and
Welfare
Welfare is a type of government support intended to ensure that members of a society can meet basic
human needs such as food and shelter. Social security may either be synonymous with welfare, or refer
specifically to social insurance programs, which provide support only to those who have previously
contributed (e.g., most pension systems), as opposed to social assistance programs, which provide
support based on need alone (e.g., most disability benefits).
Social Security and
Welfare
Social Security and
Welfare
Social Security and
Welfare
Social Security and
Welfare
New York City Transit
Authority
The NYCTA is a public authority in the U.S. state of New York that operates public transportation in New
York City. Part of the Metropolitan Transportation Authority, the busiest and largest transit system in
North America,[6] the NYCTA has a daily ridership of 8 million trips (over 2.5 billion annually).

Access-A-Ride (AAR) provides transportation for people with disabilities who are unable to use public
bus or subway service for some or all their trips.
LGBTQIA+ Glossary of Terms
for Health Care Teams
Becoming familiar with terms used by lesbian, gay, bisexual, transgender, queer, intersex, asexual, and
other sexual and gender minorities (LGBTQIA+) can help you provide patients with the highest quality
care. In this glossary, you will find terms relevant to the health care and identities of LGBTQIA+ people.
Keep in mind that definitions vary across communities; not all your patients will agree with all of these
definitions, so defer to the terms your patients use to describe themselves.

AGENDER (ADJECTIVE) – Describes a person who identifies as having no gender, or who does not
experience gender as a primary identity component.

ALLY (NOUN) – A person who actively supports the rights of a marginalized community even though
that person is not a member of that community; for example, a heterosexual person who campaigns
for the rights of gay people.

AROMANTIC (ADJECTIVE) – Describes a person who experiences little or no romantic attraction to

others, and/or lacks interest in forming romantic relationships. Aromantic people may still have
intimate relationships.

ASEXUAL (ADJECTIVE) – Describes a person who experiences little or no sexual attraction to others.
Asexual people may still engage in sexual activity.
LGBTQIA+ Glossary of Terms
for Health Care Teams
ASSIGNED FEMALE AT BIRTH/ASSIGNED MALE AT BIRTH (NOUN) – Refers to the sex that is assigned to an
infant, most often based on the infant’s anatomical and other biological characteristics. Commonly
abbreviated as AFAB (assigned female at birth) or AMAB (assigned male at birth).

BIGENDER (ADJECTIVE) – Describes a person whose gender identity combines two genders.

BINDING (VERB) – The process of tightly wrapping one’s chest to minimize the appearance of having
breasts. This is achieved through use of constrictive materials such as cloth strips, bandages, or specially
designed undergarments, called binders.

BIPHOBIA (NOUN) – Discrimination towards, fear, marginalization, and hatred of bisexual people, or those
who are perceived as bisexual. Individuals, communities, policies, and institutions can be biphobic.

BISEXUAL (ADJECTIVE) – A sexual orientation that describes a person who is emotionally and physically
attracted to women/females and men/males. Some people define bisexuality as attraction to all genders.
See pansexual.
LGBTQIA+ Glossary of Terms
for Health Care Teams
BOTTOM (NOUN) – A slang term for genitals and buttocks. Also used to refer to the receptive partner in
anal sex.

BOTTOM SURGERY (NOUN) – Slang term for gender-affirming genital surgery.

CISGENDER (ADJECTIVE) – A person whose gender identity is consistent in a traditional sense with their
sex assigned at birth; for example, a person assigned female sex at birth whose gender identity is
woman/female. The term cisgender comes from the Latin prefix cis, meaning “on the same side of.”

COMING OUT (VERB) – The process of identifying and accepting one’s own sexual orientation or gender
identity (coming out to oneself), and the process of sharing one’s sexual orientation or gender identity
with others (coming out to friends, family, etc.).

GENDER-AFFIRMING HORMONE THERAPY (NOUN) – Feminizing and masculinizing hormone treat-

ment to align secondary sex characteristics with gender identity.

DIFFERENCES OF SEX DEVELOPMENT (DSD) (NOUN) – See intersex.

LGBTQIA+ Glossary of Terms
for Health Care Teams
DRAG (NOUN) – The theatrical performance of a gender or multiple genders that are not your own.
Performers are called Drag Kings and Drag Queens. Most drag performers are cisgender. The terms
Drag King and Drag Queen can also be used as an insult.

GAY (ADJECTIVE) – A sexual orientation describing people who are primarily emotionally and
physically attracted to people of the same sex and/or gender as themselves. Commonly used to
describe men who are primarily attracted to men but can also describe women attracted to women.

GENDER (NOUN) – The characteristics and roles of women and men according to social norms. While
sex is described as female, male, and intersex, gender can be described as feminine, masculine,
androgynous, and much more.

GENDER AFFIRMATION (NOUN) – The process of making social, legal, and/or medical changes to
recognize, accept, and express one’s gender identity. Social changes can include changing one’s
pronouns, name, clothing, and hairstyle. Legal changes can include changing one’s name, sex
designation, and gender markers on legal documents. Medical changes can include receiving
gender-affirming hormones and/or surgeries. Although this process is sometimes referred to as
transition, the term gender affirmation is recommended.
LGBTQIA+ Glossary of Terms
for Health Care Teams
GENDER-AFFIRMING SURGERY (GAS) (NOUN) – Surgeries to modify a person’s body to be more alig-
ned with that person’s gender identity. Types of GAS include chest and genital surgeries, facial femini-
zation, body sculpting, and hair removal.

GENDER-AFFIRMING CHEST SURGERY (NOUN) – Surgeries to remove and/or construct a

person’s chest to be more aligned with that person’s gender identity. Also referred to as top surgery.
Types of chest surgeries include:

• Feminizing breast surgery: breast augmentation, chest construction, or breast mammoplasty

• Masculinizing chest surgery: mastectomy (removal of breast tissue) and chest contouring
LGBTQIA+ Glossary of Terms
for Health Care Teams
Gender-affirming genital surgeries (noun) – Surgeries that help align a person’s genitals and/or internal
reproductive organs with that person’s gender identity, including:

• Clitoroplasty (creation of a clitoris)

• Hysterectomy (removal of the uterus; may also include removal of the cervix, ovaries, and fallopian
tubes)
• Labiaplasty (creation of inner and outer labia)
• Metoidioplasty (creation of a masculine phallus using testosterone-enlarged clitoral tissue)
• Oophorectomy (removal of ovaries)
• Orchiectomy (removal of testicles)
• Penectomy (removal of the penis)
• Phalloplasty (creation of a masculine phallus)
• Scrotoplasty (creation of a scrotum and often paired with testicular implants)
• Urethral lengthening (to allow voiding while standing)
• Vaginectomy (removal of the vagina)
• Vaginoplasty (creation of a neo-vagina)
• Vulvoplasty (creation of a vulva)
LGBTQIA+ Glossary of Terms
for Health Care Teams
GENDER BINARY STRUCTURE (NOUN) – The idea that there are only two genders (girl/woman and bo-
y/man), and that a person must strictly fit into one category or the other.

GENDER-DIVERSE (ADJECTIVE) – Describes the community of people who fall outside of the gender
binary structure (e.g., non-binary, genderqueer, gender fluid people).

GENDER DYSPHORIA (NOUN) – Distress experienced by some people whose gender identity does not
correspond with their sex assigned at birth. The Diagnostic and Statistical Manual of Mental Disorders
(DSM-5) includes gender dysphoria as a diagnosis for people whose distress is clinically significant and
impairs social, occupational, or other important areas of functioning. The degree and severity of gender
dysphoria is highly variable among transgender and gender-diverse people.

GENDER EXPRESSION (NOUN) – The way a person communicates their gender to the world through
mannerisms, clothing, speech, behavior, etc. Gender expression varies depending on culture, context,
and historical period.

GENDER FLUID (ADJECTIVE) – Describes a person whose gender identity is not fixed. A person who is
gender fluid may always feel like a mix of more than one gender but may feel more

aligned with a certain gender some of the time, another gender at other times, both genders
sometimes, and sometimes no gender at all.
LGBTQIA+ Glossary of Terms
for Health Care Teams
GENDER IDENTITY (NOUN) – A person’s inner sense of being a girl/woman/female, boy/man/male,
something else, or having no gender.

GENDER ROLE (NOUN) – A set of societal norms dictating what types of behaviors are considered
acceptable, appropriate, or desirable for a person based on their actual or perceived gender. These roles
change with time, culture, context, and interpersonal relationships.

GENDERQUEER OR GENDER QUEER (ADJECTIVE) – An umbrella term that describes a person whose
gender identity falls outside the traditional gender binary of male and female. Some people use the
term gender expansive.

HETERONORMATIVITY (NOUN) – The assumption that everyone is heterosexual, or that only

heterosexuality is “normal.” Also refers to societal pressure for everyone to look and act in a
stereotypically heterosexual way. Heteronormativity can manifest as heterosexism, the biased belief
that heterosexuality is superior to all other sexualities.

HETEROSEXUAL (ADJECTIVE) – A sexual orientation that describes women who are primarily
emotionally and physically attracted to men, and men who are primarily emotionally and physically
attracted to women. Also referred to as straight.
 LGBTQIA+ Glossary of Terms
for Health Care Teams
HOMOPHOBIA (NOUN) – Discrimination towards, and fear, marginalization, and hatred of lesbian and gay
people, or those who are perceived as lesbian or gay. Individuals, communities, policies, and
institutions can be homophobic.

INTERSECTIONALITY (NOUN) – The idea that comprehensive identities are influenced and shaped by the
interconnection of race, class, ethnicity, sexuality/sexual orientation, gender/gender identity, physical
disability, national origin, religion, age, and other social or physical attributes.

INTERSEX (ADJECTIVE) – Describes a group of congenital conditions in which the reproductive organs,
genitals, and/or other sexual anatomy do not develop according to traditional expectations for females or
males. Intersex can also be used as an identity term for someone with one of these conditions. The medical
community sometimes uses the term differences of sex development (DSD) to describe
intersex conditions; however, the term intersex is recommended by several intersex community members
and groups.

LESBIAN (ADJECTIVE, NOUN) – A sexual orientation that describes a woman who is primarily emotionally
and physically attracted to other women.

MEN WHO HAVE SEX WITH MEN/WOMEN WHO HAVE SEX WITH WOMEN (MSM/WSW) (NOUN) –
Categories used in public health research and programs to describe people who engage in same-sex sexual
behavior, regardless of how they identify their sexual orientation. People rarely use the terms MSM or WSW
to describe themselves.
LGBTQIA+ Glossary of Terms
for Health Care Teams
MINORITY STRESS (NOUN) – Chronic stress faced by members of stigmatized minority groups, such as
sexual and gender minority people. Minority stress is caused by external, objective events and conditions,
expectations of such events, the internalization of societal attitudes, and/or concealment of one’s sexual
orientation or gender identity. Minority stress is compounded when a person holds multiple marginalized
identities.

MISGENDER (VERB) – To refer to a person by a pronoun or other gendered term (e.g., Ms. /Mr.) that incorrectly
indicates that person’s gender identity.

CHOSEN NAME/NAME USED (NOUN) – The name a person goes by and wants others to use in personal
communication, even if it is different from the name on that person’s insurance or identification documents
(e.g., birth certificate, driver’s license, and passport). Chosen name is recommended over preferred name.
The terms Chosen name or Name used can be put on patient health care forms alongside Name on your
insurance (if different) and Name on your legal identification documents (if different). In conversation with
patients, health care staff can ask, “What name do you want us to use when speaking with you?”, or “What
is your chosen name?”

OUTING (VERB) – Involuntary or unwanted disclosure of another person’s sexual orientation or gender
identity.
LGBTQIA+ Glossary of Terms
for Health Care Teams
NON-BINARY (ADJECTIVE) – Describes a person whose gender identity falls outside of the traditional
gender binary structure of girl/woman and boy/man. Sometimes abbreviated as NB or enby.

OPEN RELATIONSHIP (NOUN) – Describes a relationship between two partners who consensually
agree to non-monogamy (i.e., intimacy outside the primary partnership).

PANGENDER (ADJECTIVE) – Describes a person whose gender identity is comprised of many genders
or falls outside the traditional cultural parameters that define gender.

PANSEXUAL (ADJECTIVE) – A sexual orientation that describes a person who is emotionally and
physically attracted to people of all gender identities, or whose attractions are not related to other
people’s gender.

POLYAMOROUS (NOUN) – A sexual and/or romantic relationship comprising three or more people.
Polyamorous can also describe a person in a polyamorous relationship. Sometimes abbreviated as poly.

PRONOUNS (NOUN) – Pronouns are the words people should use when they are referring to you, but not
using your name. Examples of pronouns are she/her/hers, he/him/his, and they/them/theirs. The
appropriate phrasing is “What are your pronouns?” when seeking this information.

QPOC (NOUN) – An acronym that stands for queer person of color or queer people of color.
LGBTQIA+ Glossary of Terms
for Health Care Teams
QUEER (ADJECTIVE) – An umbrella term describing people who think of their sexual orientation or
gender identity as outside of societal norms. Some people view the term queer as more fluid and inclu-
sive than traditional categories for sexual orientation and gender identity. Although queer was histori-
cally used as a slur, it has been reclaimed by many as a term of empowerment. Nonetheless, some still
find the term offensive.

QUESTIONING (ADJECTIVE) – Describes a person who is unsure about or is exploring their sexual orien-
tation and/or gender identity.

SAME GENDER LOVING (SGL) (ADJECTIVE) – An alternative to the terms gay and lesbian. SGL is more
commonly used by African American/Black communities.

SAME-SEX ATTRACTION/ATTRACTED (SSA) (NOUN/ADJECTIVE) – Describes the experience of a

person who is emotionally and/or physically attracted to people of the same sex or gender but does not
necessarily engage in same-sex sexual behavior. Used most by people who live in religious communi-
ties that are not accepting of LGBTQIA+ identities. People who use SSA as an identity term may not feel
comfortable with the terms gay, lesbian, queer, or bisexual.

SEX (NOUN) – See sex assigned at birth.

LGBTQIA+ Glossary of Terms
for Health Care Teams
SEX ASSIGNED AT BIRTH (NOUN) – The sex (male or female) assigned to an infant, most often based
on the infant’s anatomical and other biological characteristics. Sometimes referred to as birth sex,
natal sex, biological sex, or sex; however, sex assigned at birth is the recommended term.

SEXUAL ORIENTATION (NOUN) – How a person characterizes their emotional and sexual attraction to
others.

SOCIAL STIGMA (NOUN) – Negative stereotypes and lower social status of a person or group based on
perceived characteristics that separate that person or group from other members of a society.

STRAIGHT (NOUN) – See heterosexual.

STRUCTURAL STIGMA (NOUN) – Societal conditions, policies, and institutional practices that restrict
the opportunities, resources, and well-being of certain groups of people.

TOP (NOUN) – A slang term for the chest. Also refers to the insertive partner in anal sex. Top surgery
(noun) – Slang term for gender-affirming chest surgery.
LGBTQIA+ Glossary of Terms
for Health Care Teams
TRANSGENDER (ADJECTIVE) – Describes a person whose gender identity and sex assigned at birth do
not correspond based on traditional expectations; for example, a person assigned female sex at birth
who identifies as a man; or a person assigned male sex at birth who identifies as a woman.
Transgender can also include people with gender identities outside the girl/woman and boy/man
gender binary structure; for example, people who are gender fluid or non-binary. Sometimes a
bbreviated as trans.

TRANS MAN/TRANSGENDER MAN (NOUN) – A transgender person whose gender identity is man/male
may use these terms to describe themselves. Some will use the term man.

TRANS WOMAN/TRANSGENDER WOMAN (NOUN) – A transgender person whose gender identity is

female may use these terms to describe themselves. Some will use the term woman.

TRANSFEMININE (ADJECTIVE) – Describes a person who was assigned male sex at birth but identifies
with femininity to a greater extent than with masculinity.

TRANSMASCULINE (ADJECTIVE) – Describes a person who was assigned female sex at birth but identi-
fies with masculinity to a greater extent than with femininity.
LGBTQIA+ Glossary of Terms
for Health Care Teams
TRANSPHOBIA (NOUN) – Discrimination towards, fear, marginalization, and hatred of transgender
people or those perceived as transgender. Individuals, communities, policies, and institutions can be
transphobic.

TRANSSEXUAL (ADJECTIVE) – A term used sometimes in the medical literature or by some transgen-
der people to describe people who have gone through the process of medical gender affirmation
treatments (i.e., gender-affirming hormones and surgeries).

TRAUMA-INFORMED CARE (NOUN) – An organizational structure and treatment framework that cen-
ters on understanding, recognizing, and responding to the effects of all types of trauma.

TUCKING (NOUN) – The process of hiding one’s penis and testes with tape, tight shorts, or specially
designed undergarments.

TWO-SPIRT (ADJECTIVE) – Describes a person who embodies both a masculine and a feminine spirit.
This is a culture-specific term used among some Native American, American Indian, and First Nations
people.

Outdated and Insensitive Terms to Replace

Most people consider the following terms outdated and insensitive. We recommend replacing these
words with the suggested terms provided.
LGBTQIA+ Glossary of Terms
for Health Care Teams
SOURCES
Definitions for this
glossary were developed
and reviewed by the
National LGBT Health
Education Center and
other experts in the field
of LGBTQIA+ health, as
well as adapted from
glossaries published by
the Safe Zone Project
and the UCLA LGBT
Resource Center.