Part II: An Interview with LSA’s American Sign Language Interpreter Victoria Rodriguez-Mitchell — An Advocate for Deaf and Hard of Hearing Communities for 30+ Years

15 min read

Introducing Victoria Rodriguez-Mitchell: Part II

Here’s the conclusion of our interview with Language Services Associates (LSA) ASL interpreter Victoria Rodriguez-Mitchell, M.A., NIC. Recently, we learned about Victoria’s early personal experiences with the Deaf and Hard of Hearing community and how it led to an unexpected career in interpretation and three decades spent eliminating language barriers, advocating for the community, and championing the rights of individuals with disabilities.

We discussed the layers of support that go into signing national anthems for large crowds, early technology to support the Deaf and Hard of Hearing community, trilingual interpretation, and more.

Here’s the rest of our conversation where we further discuss Spanish Sign Language, video interpreting, the impact of social media sites like Tik-Tok in the Deaf and Hard of Hearing community, and more.

Image provided by The Philadelphia Union

LSA: My understanding is that Spanish Sign Language isn’t really a straightforward form of Sign Language. There seems to be many types or variations of it depending on where somebody’s from. So, you were doing the Mexican National Anthem, and when you’re signing, you’re doing it in ASL, but are you also signing for Spanish sign language in some way, and is that extremely complicated, or do you not even think about that portion of it.

When I was young, I went to live in Spain and I was like, I’m going to become the first international sign language interpreter. I’ll do BSL (British Sign Language), and sign language from Spain and Portugal. When I went to Spain I would travel around and meet deaf people everywhere I went. I found out that in Spain their sign language is very provincial because sign language was banned for a long time, so it kind of went underground. Depending on what province you lived in you developed the sign. I was like, Oh hahaha I might not be the person for this. I also went to the university of Durham to learn BSL and then was recruited to work in New Zealand. Sign language in Mexico compared to the Dominican Republic compared to Peru, wherever, is going to be vastly different. I do my best to give it in ASL because I’m in Philadelphia.

LSA: Tell me a little bit about interpreting with the Philadelphia Union. Do you have any favorite experiences or highlights you can tell us about?

VRM: My favorite experience is getting to hang out with Ashli Rice Allen, the designated singer for the National Anthem. Not only is she a beautiful singer, she’s a beautiful soul. I come in there and I’m completely nervous and she’s been doing this for eight years. She’s saying it’ll be fine, don’t worry we’ll do this together. She walks out and she’s waving to all her fans and I’m all nervous my first time. So again, on the shoulders of giants. She’s one of those giants that just brought me along and shared every moment. I’ve worked with a lot of artists and sometimes they get very territorial, but she’s like nope, we’re a team. Everywhere we go it’s like Ashli (clapping hands) and it’s warranted because she’s probably one of the nicest people I’ve ever met. That’s my favorite experience and everybody at the Union has been amazing.

LSA: How do you feel about the impact of video conferencing on American Sign Language? Has it affected your work, and does it make your work harder to do?

VRM: I think it’s kind of like a double-edged sword. In some areas it’s been amazing because you can do work in California or overseas. You get to learn more, like what’s that sign you’re using in the south, or in Oregon or wherever. Some of it has been wonderful and other times it’s been detrimental. I’ve had friends that have gone to the emergency room, and they set up the screen, and they’re in a vulnerable or intimate place. Let’s say they’re giving birth or something and they’re here trying to navigate with the screen. I think it has its pros and cons and I think we just have to listen to the consumer and what they need in that moment. If the consumer is saying hey, I need a live interpreter, then I think it’s best to provide a live interpreter versus saying well we have this, just use it. This is our idea of accessibility, and I think accessibility is very individualized and it needs to be driven by the consumer.

LSA: Absolutely, I feel like video’s a good option if for some reason someone’s about to give birth and there’s absolutely no ASL interpreters around.

VRM: Right and I think that’s the thing, like we don’t have anything else, at least we can communicate with you. But also, some will say hey we have this, take it, or leave it. 

Did you know?

LSA offers ASL Interpretation both on-site and virtually.
Schedule an interpreter when and where you need them, or use our VRI service to access an ASL interpreter on demand 24/7/365 through the LSA App. For more information, click the link below.
LEARN MORE

LSA: Right, like they want to save on cost.

VRM: Exactly, now we have to hire an emergency interpreter which might be more expensive. But in these moments, anybody else would have full accessibility to the nurse, or full accessibility to what’s going on around them – as interpreters we don’t just interpret what you’re saying to us, we interpret the whole situation, ‘oh I hear this person saying this and this person saying this,’ and you’re trying to give them all the information so they’re getting accessibility like anybody else. That’s always the goal, at least for me.

Image provided by Philadelphia Union.

LSA: What are your thoughts about Tik Tok and ASL? It has become popular for people to sign songs on the platform but there seems to be a lot of either fake or just plain wrong signing.

VRM: I think it’s a really interesting situation. You have the deaf community filled with brilliant individuals who are experts in their own language who are passed over because there might be an influencer or somebody that knows how to kind of maneuver the system on Tik Tok a little bit better. They’ll show up on that “For You” page, and you’re like oh, that’s awesome. But I think it’s the marginalization of the deaf community that concerns all of us. There are plenty of deaf people to learn this from, why are you learning it from a teenager that’s not doing it correctly?

There are a lot of deaf performers, like what we saw at the Superbowl, Justina (Miles), Matt Maxey, Warren (Snipe), so many wonderful deaf performers that you would want to spotlight, because they’re experts at what they do. It’s a lived experience for them. And I kind of agree that you really want to learn ASL from a deaf person and when you’re looking for ASL content, look for ASL users whether they’re deaf or longtime interpreters, as long as you’re looking at people that are experts in the language. I can say with the word “run,” if you’re running in a track meet this is the word run (signs), if you’re running a machine, this is the word for run (signs), if you’re running an organization, it might be this (signs), if the refrigerator is running it might be this (signs), so a new user isn’t going to know all those things about how to interpret it correctly.

As interpreters we need to continue to advocate for our deaf community and say hey, this is the reason we’re here, this is the reason that you get to see this, this is the reason all of us are fighting for this – this beautiful deaf community that we want to elevate, and just have some equity and access for.

Interested in becoming an ASL interpreter?

Check out our open positions at the link below.

About LSA   

Language Services Associates, Inc. (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in hundreds of languages, LSA provides a competitive differentiator in the healthcare, government, financial, banking, insurance, entertainment, hospitality, and manufacturing industries. 

7 Steps to Equitable Insurance Access for Non-Native English Speakers

16 min read

Insurance is tricky enough in your own language. That’s why clear communication and personalized services are so important in the insurance industry—and why the law insists on crystal-clear fine print. Now, imagine your customers trying to navigate the complexities of insurance when English isn’t their first language. The law still expects the same level of clarity, but the communication challenge is much more significant.

Enter language services: the best solution for equitable access to insurance services.

What are Language Services?

Language services include translation and interpretation services that help all policyholders receive the same level of support, regardless of their native language. It means you can deliver critical information in a way that is linguistically and culturally appropriate to your customers.

These services cover everything from translating policy documents to providing over-the-phone interpretation during customer service calls to offering onsite interpreters for sensitive claims discussions. By providing language services, you build trust, meet regulatory requirements, and serve your diverse communities effectively.

In this blog post, we will take a quick look at the non-English-speaking market and then give you actionable steps to make sure their access to your services is complete.

A Quick Look at the Non-English-Speaking Insurance Market in the US

About 22% of the US population aged five and older—67.8 million people—speak a language other than English at home. The top languages they speak are Spanish, Chinese, Tagalog, Vietnamese, Arabic, French, Korean and Russian.

For these people, navigating complex topics like insurance, financial services, or healthcare in a second language can be daunting. Misunderstandings lead to frustration, mistakes, missed opportunities, or serious health, legal, or financial consequences.

Providing these customers with communication in their preferred language ensures compliance with legal and regulatory standards, improves their ability to engage with services and offers, and builds trust and loyalty.

Here are the seven steps to ensure non-native English speakers can fully access your insurance services.

67.8 million people speak a language other than English at home. Contact us today to learn how our interpretation and translation services ensure equitable access to insurance services, help you build trust, and meet regulatory requirements.

1. Research your customer

Take the time to research what languages are spoken in the specific regions and communities you want to serve. But keep in mind, the needs of your market go well beyond only the languages they speak. Each community you target has its unique cultural landscape – how they buy and receive information, beliefs, values, and communication preferences. You need to understand these things as well as the languages they speak.

To gain insights, partner with local experts, study regional data, and engage with community leaders. You can also survey your buyers to understand what they need. The better you know your audience, the more effectively you can connect with them. And, when you tailor your communication strategies, your messages are both understood and well-received.

2. Map Touchpoints and Communication Channels

Understanding how and where potential policyholders interact with your services can uncover where you need to provide language support. Do most of your interactions happen through phone calls, video conferences, or emails? What role do your marketing materials play in outreach? And where are your leads coming from—online ads, your website, or signage?

3. Outline a Language Program that Meets Your Needs

If you already have a language program, start with an audit. Is it still relevant? Maybe your current plan was designed for when your business was smaller, there were fewer languages spoken among your customer base, or your expansion goals were more limited.

If your approach to language access has been unstructured or inconsistent, now is the time for a significant upgrade: time to create and implement a language access plan. Consider this plan your roadmap to delivering equitable communication and seamless services.

A well-designed language access plan should include the attributes listed below to make sure it will be effective and sustainable:

  • Goals: Define what you want to achieve, whether that’s higher customer satisfaction, increased reach, or compliance.
  • Target languages: What are the most commonly spoken languages in the communities you serve?
  • Touchpoints: Note here the interactions that require language assistance, such as customer service calls, in-person meetings, marketing materials, or claims processes.
  • How to request services: Establish clear, simple procedures for staff and customers to request language support.
  • Team training: Help your employees understand the importance of language access and how to use the available tools and services.
  • Measuring effectiveness: Define the key metrics for evaluating the success of your program.
  • Roles and responsibilities: Note who is responsible for each part of your language access program. You may or may not have one central language access coordinator and the duties might be spread across roles.
Language Services Associates helps make insurance accessible to all.

4. Train Your Staff

You can’t just create a plan and distribute it in email: Only with the proper training can your employees provide language access support quickly to help your customers understand information and make decisions.

Key training areas include:

  • The importance of language access and how it impacts customer service
  • Language access laws and the consequences of non-compliance
  • Team roles and responsibilities for managing language access
  • How to request services like interpreters or translation tools
  • Best practices for working with interpreters effectively
  • Cultural competency to address cultural differences in customer interactions

Quick guides for accessing interpreters or a list of top-requested languages at an agent’s fingertips can be lifesavers in busy moments.

5. Show Policyholders You Speak Their ​​Languages

Your next step is to let everyone know that your services are available in other languages. To start, create signage and ‘We Speak’ cards to let people know the available language options in every office.

Then, you will want to translate relevant marketing materials, from website pages and social media posts to emails and brochures. Consider translating your ad campaigns, videos, website homepage, and local ads.

Also, to build trust among a multilingual audience, you can use testimonials, case studies, or videos featuring satisfied non-English speaking customers to reinforce your message and cultivate confidence. This investment in inclusive communication will build loyalty and position your organization as a leader in equitable customer service.

AI Machine Translation+
Did you know? LSA is now offering a new AI service. Our AI Machine Translation and Post-Editing solution delivers translations quickly and at competitive rates.

6. Request and Assess Customer and Employee Feedback

After providing language access services, you can ask customers to respond to a multiple-choice survey. You can include questions like:

  • Was the translation of high quality?
  • How satisfied were you with the clarity and accuracy of the interpretation provided?
  • Did the interpreter respond promptly and complete the service in a timely manner?
  • How would you rate the interpreter’s professionalism and courtesy during the session?
  • Did the interpreter demonstrate an understanding of your culture? Did you feel understood?
  • On a scale of 1 to 10, how would you rate your overall experience with our language support services?
  • What can we improve to enhance your experience?

Feedback allows you to make informed adjustments that will improve the quality of your services, increase customer satisfaction, and demonstrate your commitment to equitable communication.

7. Regularly Monitor and Evaluate Your Program

To drive ongoing improvement and make sure your program meets your business goals, you need to measure performance. Monitor your KPIs in these areas:

  • The percentage of your target population reached
  • The number of calls in each language
  • Call connection and wait times
  • Translation quality measured by error rates
  • Budget adherence
  • Compliance with legal and regulatory requirements

Once you understand your metrics and whether they are improving or declining, you can work with your language services provider on improvements.

How LSA Can Help

With the right language access partner, you can design a comprehensive language services plan, keep your communication standards high, and give all your customers the clarity they deserve.

LSA offers:

  • On-demand support for the most commonly spoken languages in the communities you target
  • Service lines tailored to your needs, including document translations, live interpretation, and multilingual customer support
  • 24/7 accessibility, so you can assist your policyholders whenever they need it

Whether you need onsite interpreters for claims, over-the-phone support for customer service, or precise translations of policy documents, we’ve got you covered with customized language access solutions for hundreds of languages, including rare dialects and American Sign Language.

At Language Services Associates (LSA), we make it easy for insurance professionals to connect with multilingual customers. With over 30 years of experience in the industry, we understand the unique challenges you face, from navigating complex regulations to delivering clear, accessible communication.

What’s the result? With our help, you will:

  • Attract new policyholders
  • Improve claims intake with multilingual support
  • Ensure policy clarity for all customers
  • Mitigate risks with clear and effective communication across languages
  • Improve performance and customer satisfaction KPIs
  • Drive compliance

​​​Contact us today for tailored programs, 24/7 support, and industry expertise to help you deliver exceptional service in any language—because communication shouldn’t be a barrier to great insurance.

An Interview with LSA’s American Sign Language Interpreter Victoria Rodriguez-Mitchell — An Advocate for Deaf and Hard of Hearing Communities for 30+ Years

18 min read

Introducing Victoria Rodriguez-Mitchell: Part I

Victoria ASL Interpreter

Image provided by Philadelphia Union.

Victoria Rodriguez-Mitchell, M.A., Columbia University, NIC is a highly experienced ASL interpreter for Language Services Associates (LSA), responsible for signing the National Anthem at Philadelphia Union games and providing essential communication for Deaf and Hard of Hearing fans. 

For over 30 years, Victoria has been a collaborator in advocating for the Deaf and Hard of Hearing community. Her focus has always been on fostering innovation and inspiring meaningful change with the mission of ensuring Deaf individuals have equitable access to opportunities in all areas of life. She views language access as a fundamental human right, and one that enables Deaf individuals to fully engage in everything from professional sporting events to educational workshops, and everyday communication. 

LSA and the Philadelphia Union are committed to enhancing accessibility for Deaf and Hard of Hearing fans. With initiatives like captioned player interviews and providing an ASL interpreter for the National Anthem, they are making significant strides toward creating an equitable environment for all. By prioritizing accessibility and fostering awareness, LSA, the Philadelphia Union, and Victoria are working towards setting a precedent for a more inclusive environment where everyone can thrive. 

Victoria continues to be a catalyst, ensuring that the Deaf and Hard of Hearing community not only has a seat at the table but is actively shaping the conversation. She’s a reminder that creating an inclusive world requires intentional efforts to preserve, protect, and promote the civil, human, and linguistic rights of Deaf, DeafBlind, DeafDisabled, Hard of Hearing, and Late-Deafened individuals. Her work is a call to action for all to push forward, and to build a future where communication, connection, and community are accessible to everyone, regardless of hearing ability. 

We sat down with Victoria to learn a little bit about how she became an interpreter, how she accomplishes her work, and to get her take on topics like Spanish Sign Language, sign language on Tik-Tok, virtual interpretation, and trilingual interpreting.   

LSA: Tell me a little bit about how you got into interpreting. What inspired you to become an interpreter and what was the road like to get to where you are today?

Victoria Rodriguez-Mitchell (VRM):  Oh, that’s my favorite question. When I was young, I met my friend Lisa Fazzolari, and her parents (Liz and Nick) are deaf, and they just kind of welcomed me. When Lisa would come here, she would hear Spanish, and when I would go there, I’d see sign language. So, that started my entire journey. Not knowing that this was a career or anything, I just really loved the Fazzolaris and I’m still friends with them today. I owe everything that I am to them for teaching me as young kind of awkward, quirky kind of kid. They just brought me under their wing and brought me into the community. 

When I went to college I met Mark Drolsbaugh, who is currently a famous author, he wasn’t when I first met him, he was just Mark, and he brought me along in college. I feel like I stand on the shoulders of giants because it was just embrace after embrace. After Mark and I started working at the Pennsylvania School for the Deaf, again the community just embraced me and brought me along. It’s those small steps that brought me to where I am today, and I’m super grateful for each one of them. The Fazzolaris are my heart, they started this whole journey. 

LSA: So you became friends with Lisa, and she showed you how to communicate with her parents and it took off from there?

VRM: Right, learning “hello” “how are you” you know, real simple things. Then she would introduce me to her friends and then the conversations would get more complex or more in depth, and I would learn more and more. But I’d also learn about deaf culture which I think is really interesting. Back in the day there was something called a TTY and it was huge. It was like this big green monster, it was a machine that would connect to the telephone, and it would send signals that would show the text. It’s smaller than a vending machine but that kind of stature, and it would shake the whole house. And they had the lights for when the doorbell would go off, so I learned a lot about deaf culture in the community and I really cherish that. 

“Back in the day there was something called a TTY and it was huge. It was like this big green monster, it was a machine that would connect to the telephone, and it would send signals that would show the text. I learned a lot about deaf culture in the community and I really cherish that.”

LSA: That’s great. It seems so integral to understanding sign language and communicating with people. Many may not realize that in your home you need something that lights up when your doorbell goes off, but of course you would, how else would you know?

VRM: Right, so you don’t know until you experience it. You learn about deaf culture in these little steps until it becomes part of who you are.

LSA: You mentioned you speak Spanish, is Spanish your first language, and do you also interpret for Spanish? 

VRM: My first language is Spanish, but I grew up here. My grandmother didn’t speak English, my mother speaks English with an accent, and we grew up during the time of the English only policy, so I would go to school, and I would be chastised for speaking Spanish. So Spanish was my first language, but I think heavily bilingual. My grandmother only spoke Spanish to me, but my mother spoke English and Spanish to me, and my father wanted to abide by the English only policy and only spoke English to me even though he’s also Puerto Rican – both of my parents are Puerto Rican. It’s a lot of integration and a lot of code switching in the head.

Did you know?

LSA offers ASL Interpretation both on-site and virtually.
Schedule an interpreter when and where you need them, or use our VRI service to access an ASL interpreter on demand 24/7/365 through the LSA App. For more information, click the link below.
LEARN MORE

LSA: I understand that recently you were asked to interpret the Mexican National Anthem into American Sign Language and utilized trilingual skills to accomplish this. What was this experience like, and what’s the process like to accomplish something like this?

VRM: It was amazing. I practiced because they used words that we don’t use every day. They were talking about the bridle, and I was like, what is that word? It’s a traditional type of song so you have these older traditional words. Also, the Spanish that’s spoken in Mexico is not exact to Puerto Rico or the Dominican Republic, or Ecuador, or Peru, we all have our little colloquialisms and I wanted to be sure that I was on point with that.  

For me it’s a mind melt. It takes me a lot to do it because I think I’m doing Spanish into English and then English into ASL, because I grew up doing English and ASL. When you asked me if I interpret in Spanish, I’m like oh no because your interpreters are at a whole other level when it comes to their vocabulary, and their depth of the linguistic part of Spanish. But I have the double benefit of knowing both Spanish and English so that trilingual is really great. There are some interpreters that only do trilingual, so I think Spanish into ASL is a little quicker for them than for me, because I’m processing how I want to express something when I hear it in Spanish, then I hear it in a visual medium, so there’s maybe an extra layer in there. 

You want your best A+ effort, especially when you’re on the jumbotron and you want to rep LSA and the Union to your upmost. I do a lot of prep, because it means a lot to me – how I represent LSA when I’m at the Union, and how I represent LSA and the Union to the fans. 

Victoria Rodriguez-Mitchell | ASL Interpreter

Image provided by Philadelphia Union.

LSA: I never really thought about the whole rehearsal aspect, I always thought oh you probably just do it off the cuff, but then again that would be impossible for something like that. 

VRM:  It would be like going and singing the National Anthem off the cuff – that’s one of the hardest anthems to sing. When we did Wrexham, it was sung in Welsh. So, one of my coworkers from Princeton, Alicia Van Cleve, we went and translated it, and then we met with the singer and said, when you sing this phrase, where are we in English? We had to match it up and when I went on the field, I had these in (points to earbuds). Alicia called me, I have my phone in my pocket, and as the singer is singing, Alicia’s telling me what she’s saying in English, and I’m signing it. We had already kind of translated it into ASL, so we did the double layer part. We did it in English, so when Alicia was speaking it to me, she was speaking it in ASL, so I was able to go straight forward.

LSA: Wow, it sounds like such a complicated process, but also a good way of making it easier by having that extra layer of help.

VRM:  Yeah, there’s an extra layer taken off for you, but there’s also the prepping and the teamwork that people don’t see. Alicia’s on the sidelines and you don’t see her. A lot of times when a corporation hires an interpreter, LSA will say, hey you need two interpreters because this is a long time. There’s a lot of cognitive load, they’re going to go back and forth, they support each other. So, what you see as seamless, there’s a lot of background work going on there. 

And the team at LSA is also similar where they’re gathering information and giving it to us earlier so we can prep and come into a situation as knowledgeable as possible. 

Interested in becoming an ASL interpreter?

Check out our open positions at the link below.

LSA Wraps up Its 2024 Academic Honors Internship Program

5 min read

Language Services Associates (LSA) welcomed DeAndre Butler and Ja-Neen Slaughter, students at the Chester Charter Scholars Academy, for its five-week Academic Honors Internship Program.

The two students worked closely with LSA personnel across many of its departments, including Accounting, IT, Marketing, and Compliance, while learning about LSA’s many service lines and operations.

“Working with each department has been a very enlightening and fun experience. I’ve learned how to use Microsoft, how marketing works, what goes into making company products, and many other things,” Ja-Neen shared with us. “I enjoyed learning about all these things during my time with LSA. Each department had a fun, yet educational activity prepared to go with each thing I learned.”  

The LSA Academic Honors Internship is awarded to high school students who show great academic achievement, and a passion for languages and using them to help people.  It provides an opportunity for students to gain real world work experience working with a professional language service provider.

“It was such a pleasure to have Ja-Neen and DeAndre as interns for our 2024 Academic Honors Internship Program,” said Erica Banks, Program Manager, Community Engagement & Relations. “They’re two exceptionally talented students with a great work ethic and promising futures.”

“I truly felt welcomed by everyone at LSA thanks to how friendly and helpful the people were,” Ja-Neen added. “LSA truly does care for its employees and have a tight-knit bond that is unbreakable, and that is my absolute favorite thing about interning for this company. I hope to come back next summer to work for them.”

“Giving back to the community is fundamental to what we do,” said Francis J. Convery, Chief Administrative Officer at LSA, “and the opportunity to offer such ambitious students the chance to learn about our interpretation services and how we deliver them is an honor.”

Interested in applying?

LSA will open applications for the 2025 Academic Honors Internship next Spring.  If you would like to be on the early notification list, please submit an application form here or check the website for more details.  If you have any other inquiries about LSA’s Academic Honors Internship Program, please email [email protected].

About LSA

For over three decadesLanguage Services Associates (LSA)has offered a full suite of language interpretation and translation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in hundreds of languages, LSA provides a competitive differentiator across various industries including education, healthcare, government, finance, banking, insurance, sports, hospitality, and more.

Easy Transitions: Make the Switch to LSA

6 min read

Don’t Settle

Are you worried about potential disruptions when switching language service providers? Don’t worry anymore. With Language Services Associates (LSA), you can have confidence that your services will continue seamlessly. Your non-English speakers won’t be left behind, and your staff and business won’t be impacted.

If your current language service provider does not offer the languages and services you need, lacks understanding of your industry’s regulations, is inaccessible, or has you waiting for an interpreter for longer than you’d like, it may be time for a change. Consider Language Services Associates for cost-effective solutions that meet your needs.

For over three decades, LSA has implemented comprehensive language programs for thousands of companies at thousands of facilities. From Over the Phone Interpretation to Video Remote Interpretation, LSA has led teams in switching providers, facilitating clear communication in hundreds of languages. Whether it’s one location or hundreds of locations, we will work with you to devise a plan that allows for no disruption in language services.

LSA takes a proactive approach to understanding your company, demographics, language needs, and technology. Our services are designed for seamless integration into existing platforms and workflows, enabling your organization to focus on its core competencies while LSA handles your language needs. We partner with you to create an implementation plan that ensures all the right service lines are utilized, all staff are trained at a time that suits your business, and services are implemented without any interruptions. Our experienced professionals are committed to providing high-quality, accurate, and appropriate language services while remaining dedicated to delivering excellent customer service.

Why Top Performing Companies Choose LSA

Language Services Associates offers a full suite of language interpretation and translation solutions to help optimize the experience of limited English proficient customers and patients and the companies that serve them. We offer Over the Phone Interpretation (OPI), Video Remote Interpretation (VRI), Onsite Interpretation (OSI), American Sign Language (ASL), Translation and Localization (T&L), and Language Assessments and Testing (LAT). Our OPI, VRI, and ASL services are available on demand 24/7/365 in hundreds of languages, and all of our services can be scheduled around the clock.
"LSA has been a preferred partner over the years. In our business, it is essential that we communicate with our customers effectively and LSA allows us to do so in any language."
Cheryl Stroud
Business Insights Manager
"LSA has been a preferred partner over the years. In our business, it is essential that we communicate with our customers effectively and LSA allows us to do so in any language."
Cheryl Stroud
Business Insights Manager,
American Customer Care, Inc

Providing support in native languages improves staff efficiency and productivity, increases customer satisfaction, and fosters loyalty. LSA offers this competitive advantage to thousands of clients across various industries, including healthcare, government, education, legal services, finance, banking, insurance, sports, hospitality, and more, in hundreds of languages.

Contact us today for a free consultation to learn more about our services and how we can help you make the switch. Let’s create the perfect implementation plan for you! 

Optimize Your Call Center’s Performance with Multilingual Services

8 min read

Customer Experience at Your Call Center — The Only Metric That Matters

According to the latest global consumer study conducted by Qualtrics XM Institute, $3.7 trillion of sales are at risk from bad customer experiences in 2024. Regardless of your industry, poor communication is bad customer service, and bad customer service leads to high customer attrition.

Call Centers that want to provide a better customer experience, reach a global market, and improve important KPIs offer multilingual services to their customers. While important advances in technology and AI are changing the way call centers and their agents operate, language can still present a barrier to finding solutions if you’re not equipped to adequately support limited English proficient (LEP) callers. 

A comprehensive language access program will: 

  • Boost Agent and Customer Satisfaction  
  • Improve Your Call Center’s Metrics  
  • Increase Agent Productivity  
  • Expand Your Reach 

The customer experience is first and foremost what dictates the most valuable KPIs and metrics a call center should prioritize. Putting time into prioritizing the correct set of KPIs can have an enormous impact on how customers feel about their experience and how well a call center is operating.  

According to CCW Digital’s annual consumer preferences survey, customers who were asked about their interactions with call center agents this year responded overwhelmingly with negative feedback: 

0 %

Of customers said that employees seemed happy, helpful, knowledgeable, and empathetic

0 %

Said that agents seem to know more about the business and products they are supporting

0 %

Said agents seem to care more about solving their problems

0 %

of customers stated that agents seemed more willing to engage with them

These low numbers are highly indicative of call centers spending time concentrating their efforts in areas that aren’t customer-focused, and not enough time ensuring their agents are equipped with the tools essential for providing their callers with optimal services. Ensuring your agents have the resources and support they need will improve important KPIs like First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Call Abandonment Rate, and Cost per Call (CPC).

Maximize Customer Experience and Pivotal KPIs Through Language Support

According to a study conducted by CSA Research, 72.4% of consumers said they would be more likely to buy a product with information in their own language. This applies across all sectors including insurance, finance, healthcare, retail, etc. If you cannot speak a customer’s language, you cannot provide good customer service. 

With 1 in 5 Americans speaking a language other than English at home, it’s likely your call center has many LEP customers calling every day. If you can’t communicate with your customers, they will either hang up, be misled on their first call, or take their business elsewhere (or all the above). 

Partnering with a language service provider who can seamlessly integrate with your omnichannel contact center will support improvements at your call center that enhance the customer experience, boost agent productivity, improve important KPIs, and reduce customer attrition. Collectively supporting these improvements will help you thrive in a global market where customers can be calling from anywhere in the world, in any language. 

While call centers seek to optimize self-service options and reduce the amount of time agents spend on interactions, ensuring clear communication is the only way to meet your goals. Providing services in languages your customers understand reduces call handle time, cost per interaction, and agent effort, freeing up agents to help more customers throughout their shift. 

“67% of customers have become “serial switchers,” customers who are willing to switch brands because of a poor customer experience.” Don’t lose customers because you don’t speak their language. 

Language Services Associates is your Call Center partner.

Language Services Associates (LSA) has been providing language services to call centers for over three decades. We help you build trust with diverse callers by providing seamless language integration into your core contact center business. LSA’s interpreters have the skills to scale to your call center demands quickly and efficiently. Our team will partner with you to determine the appropriate language access program for you, provide clarity and insight for your customers, and ensure fast, accurate communication for your agents and LEP callers. 

Learn more about LSA’s call center language servicestoday, improve your customer experience and expand your reach into the global market. 

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds. 

 

Why Is There a Shortage of Certified American Sign Language Interpreters?

12 min read

Effective communication is key to ensuring equity and fair access in a globalized world. Under Section 504 of the Rehabilitation Act of 1973 and The Americans with Disabilities Act of 1990 (ADA) it is the responsibility of covered entities to provide effective communication at no-cost to the consumer. For Deaf & Hard-of-Hearing (DHH) communities in the US, American Sign Language (ASL) interpreters provide a lifeline in situations where language inequality prevents critical information from being accessed. 

ASL interpreters facilitate communication between Deaf & Hard-of-Hearing communities and hearing individuals using Sign Language. But it seems like there aren’t enough interpreters to go around. 

Is there an ASL interpreter scarcity? Let’s take a deeper look. 

Growth Trends and Statistics:

Concrete statistics surrounding Deaf and Hard-of-Hearing populations is lacking due to inefficient resources and limited funding in supporting and surveying these unfairly marginalized communities. But we continue to see a shortage of ASL interpreters in fields from healthcare to higher education, as the demand for their services grow. Language Services Associates (LSA) works to improve access for Deaf and Hard-of-Hearing individuals and continues to research and implement strategies to establish the most efficient means for providing effective communication. 

Extensive Training, Education, and Certification Process: 

Becoming a certified ASL interpreter begins with an undergraduate degree in American Sign Language and requires continuous updated education, workshops, and development. On average, it takes anywhere from five to ten years and includes achieving fluency in ASL, understanding Deaf culture, and passing rigorous certification exams.  

Not only do many states have their own licensing and requirements, but the Registry of Interpreters for the Deaf (RID) administers different types of national certifications that are required for numerous interpreting positions (including becoming an ASL interpreter for Language Services Associates). While there is no national requirement for certification in the US, providers like LSA rely on certified interpreters to ensure the integrity of our work and reliability of our interpreters. 

To qualify for the RID national certification, applicants must have a bachelor’s degree or an equivalent – so even if someone understands the language, culture, and technical skills required, if they do not have a degree, they cannot attain the national certification necessary to be an ASL interpreter for LSA and many other institutions. 

A High Demand, Geographical Obstacles, and Physical Challenges:

The current demand for qualified ASL interpreters is substantial. According to the National Census of the Deaf Population there are approximately 500,000 Deaf and Hard-of-Hearing Americans who use ASL, and a ratio of roughly 50 Deaf or Hard-of-Hearing ASL users to one ASL interpreter. Across numerous sectors like healthcare, education, and the legal industry, companies are constantly contending for support. With a limited pool of ASL interpreters available, and such a high demand, it creates an imbalance that intensifies competition among organizations vying for sign language services. 

Additionally, interpreters are not available in every geographic locale. With only around 10,000 certified ASL interpreters in North America, many areas struggle to find resources. While urban areas might have more professionals available (and still struggle), rural areas tend to be hit hardest. Video Remote Interpretation (VRI) provides a great option for virtual ASL support, but it requires a strong internet connection, and in many rural areas the infrastructure support is not available. 

Then there’s the physical toll ASL interpretation has on interpreters. Sign language is both mentally and physically exhausting. Interpreters utilize hand and arm movements, facial expressions, and body movements to convey meaning and can risk injury by overexerting themselves. There are only so many hours an ASL interpreter can sign for, and many will only accept longer jobs when there are at least two interpreters assigned. 

Hesitancy to Work with Full-Service Language Service Providers:

We’ve talked about the laws protecting and providing for DHH communities, as covered under ADA, as well as the stringency of requirements for an ASL interpreter to become and remain certified, so it might come as little surprise that there are some hesitancies to work with “spoken language agencies.” LSA is a full-service agency, providing expert equitable communication for both hearing limited English proficient and DHH consumers. Due to the subtle but vast differences between interpreting for a spoken language and a signed language, there is some skepticism that full-service agencies may not be fully invested in adhering to the same tenants required of agencies who only provide services for Deaf & Hard-of-Hearing Communities. However, LSA is proud to uphold those same pillars and tenants mandated by the Registry of Interpreters for the Deaf. 

Veteran Interpreters Retiring:

Seasoned career interpreters are retiring sooner than expected, with fewer later generations entering the field to ease the strain. Fewer students are choosing to pursue certification following studies, creating gaps in the profession. 

The LSA Difference:

LSA is fully dedicated to ensuring the best experience for both our clients and ASL interpreters. We have staff across various departments proficient in understanding the nuanced needs and concerns of the Deaf and Hard-of-Hearing community. We are a full-service language provider that adheres to the same framework and expectations as a Deaf-only agency. We incorporate training and Deaf sensitivity at an organizational cultural level. 

LSA is dedicated to upholding our high standards while providing support to our ASL interpreters.

  •  We strictly work with RID/BEI-certified ASL interpreters offering our clients the most professional experience without cutting costs or corners.  
  •  We guide and assist ASL interpreters in attaining state licensures and acknowledgment when and where they’re needed. We reach out to state agencies and our contacts at RID on their behalf when necessary and/or requested. 
  •  We are fully invested in in upholding our high-quality standards even under the pressure of a certified ASL interpreter shortage. 
  •  We offer flexible schedules with the opportunity to work as an employee or independent contractor, onsite or virtual, and versatility in how assignments are handled. 
  •  We offer interpreters the ability to work in the communities they live in to fulfill their obligations and assure equitable services where they are. 
  •  We offer and understand the benefits of certified Deaf interpreters (CDI). 
  •  We offer tactile sign language for low-vision and Deaf-Blind individuals. 

Language Services Associates (LSA) works with the highest qualified ASL interpreters in the field. We ensure our partners continually have the language support they need, 24/7/365. We provide Onsite ASL interpreters across the country, Video Remote Interpretation to fulfill virtual and on-demand needs, and training and support for the use of our services.  

Learn more about LSA’s American Sign Language services today! 

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.   

Are You an ASL Interpreter?

If you’re passionate about making a difference and want a fulfilling career as an ASL interpreter with LSA, we’d love to hear from you! Join LSA and become part of a team dedicated to enhancing communication and accessibility for the Deaf and Hard-of-Hearing community.

Check out our open positions! 

June: Effective Communications Month

5 min read

Happy Effective Communications Month! It is 2024 and communication has evolved and improved in many ways. We can share information with people across the globe instantly, choose how we want to share that information, and send it to millions of people with the click of a button.

We’ve come a long way since hieroglyphics and cave paintings, but many still struggle to be heard. For instance, CRICO Strategies medical safety experts discovered that out of 23,000 malpractice suits, 7000 resulted from failed communication. These cases amounted to $1.7 billion in malpractice costs and approximately 2000 preventable deaths. Clear communication is integral to providing effective service and care to people, especially those with limited English proficiency.

 

Effective Communication in a Multilingual World:

Communicating effectively fosters connection and understanding. Anyone who is looking to build relationships should keep this in mind — including businesses. As companies are looking to expand their global reach, communicate with a growing multilingual audience (68 million Americans speak another language other than English at home), and maintain a diverse workforce, the need to communicate clearly and effectively is paramount. This involves understanding diverse languages and being culturally aware.

 

What is a Language Service Provider?

A language service provider is an entity that offers language related services. These may include interpretation, translation and localization, and language testing and assessments. These services ensure that your message is not only heard but understood across diverse cultures and languages.

 

How LSA Partners with Businesses to Improve Communication:

Language Services Associates (LSA) is a leading language service provider helping businesses connect with their customers across various industries. Effective communication goes beyond just words — it’s also understanding the nuances of language and cultural competency.

  • Qualified Linguists: LSA offers the most qualified, thoroughly vetted interpreters on the market. Accurate, culturally appropriate communication is our top priority.
  • Flexible Support: LSA has customer and technical support available 24/7/365 – including nights, weekends, and holidays.
  • Responsive: Communication is key in language services, and LSA is committed to ensuring the best customer experience. We value your feedback and respond to all questions, comments, and concerns quickly and with resolve.
  • Industry Expertise: We connect you with experienced, qualified linguists that speak your industry-specific language.
  • Full Suite of Services: We offer a full suite of language services solutions, including Over the Phone Interpretation, Onsite interpretation, Video Remote Interpretation, Translation & Localization, and Language Assessments and Testing.

Effective communication is essential for success in today’s interconnected world and thanks to language services providers like LSA, language is no longer a barrier.

Happy Effective Communications month!

Language Access Gets a Boost with New Section 1557 Ruling

9 min read

Equity in Education Access: Language Services for K-12 Schools

The U.S. Department of Health and Human Services (HHS) recently finalized a new ruling updating Section 1557 of the Affordable Care Act (ACA). Section 1557 prohibits discrimination on the grounds of race, color, national origin, sex, age, or disability by any health program receiving federal financial assistance — this is nearly 99 percent of all non-pediatric physicians and almost all hospitals in the United States.

The new rule strengthens protections against discrimination and guarantees effective language access for limited English proficient (LEP) patients and their families. The ruling will improve health equity while tackling biases prevalent in the healthcare sector.

The 2024 Final Rule reinstates provisions from the 2016 Final Rule relating to definitions for “language assistance services,” “limited English proficient individual,” “qualified interpreter,” “qualified translator,” “qualified bilingual/multilingual staff,” and adds a definition for “machine translation.” Additionally, it restores important provisions including a requirement to take sufficient steps to provide meaningful access to individuals with LEP, video remote interpreting standards, and mandatory notices to inform individuals of their rights.

Significant Updates Include:

Patients Must be Informed About Language Access Availability

Healthcare providers must ensure that individuals with LEP are aware of non-discrimination policies and the availability of access to free language assistance services. This includes posting notices prominently at their facilities and on their websites. The notices must be provided in English and at least the 15 most common languages spoken by LEP individuals in their state.

New Rules Regarding the Use of Untrained Interpreters

Healthcare providers are prohibited from using untrained interpreters like family, friends, or unqualified staff. This is to ensure accuracy and effective communication between providers and patients with LEP. If a patient would like to rely on an untrained interpreter, they must make the request privately with a professional interpreter in attendance.

Quality Standards in Telehealth/Video Remote Interpreting

Providers must provide high-quality telehealth services to all individuals to ensure effective communication. The rule prohibits the use of low-quality video remote interpreting services and unqualified interpreters. Providers must ensure high quality audio and video, reliable technology, and accessible services. This encourages the creation of a comprehensive language program by partnering with an experienced language service provider who can integrate high-grade interpretation services into telehealth platforms.

Providers Must Provide Training for Staff

Training must be provided on all policies and procedures, including how to efficiently access interpretation services. This includes onsite, video remote, and over the phone interpretation, and the technology required for utilizing these services.

Human Translators Must Be Used

If a provider chooses to use machine translation for their services the new ruling requires that a human translator review the content when accuracy is essential, text is relevant to rights, benefits, or meaningful access of a limited English proficient individual, or when the source documents or materials contain complex or technical language that can be hard to understand.

This landmark ruling is crucial to ensuring health equity and affording nondiscriminatory healthcare to everyone. Language barriers prevent individuals with LEP from receiving the same care as native English-speaking patients. Requiring providers to offer effective services will encourage partnerships with professional language service providers that carefully vet their linguists and deliver high quality solutions.

How a Partnership with LSA Can Help

Language Services Associates (LSA) has been providing language services in the healthcare sector for over 30 years. Our services help ensure compliance with Section 1557 of the ACA requirements, and we have a complete understanding of the new ruling.

We offer you:

  • Carefully vetted linguists with healthcare experience that understand the nuances of the health system and can fully interpret every interaction, assuring a complete understanding between doctors, nurses, staff, and patients.
  • A comprehensive implementation plan that encompasses thorough training on our services and technology, as well as furnishing essential materials like signs and documents. These measures are in place to ensure that your staff can fully leverage LSA’s services.
  • An extensive language program which includes top-quality Video Remote Interpretation services that can seamlessly integrate with your telehealth or EHR systems, delivering an equitable experience regardless of the patient’s language or location.
  • Translation and localization of vital documents, websites, apps, and signage in hundreds of languages to enhance the patient experience.
  • Compliance assistance with any questions or concerns regarding adherence to regulatory standards and requirements.
  • Customer service representatives and technical support available 24/7/365.

Learn more about LSA’s Healthcare language support today!   Contact our team at (800) 305-9673 ext. 55305 or fill out our contact form in seconds.

 

About LSA

Language Services Associates (LSA) offers a full suite of interpretation and translation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds trust. LSA provides a competitive differentiator across various industries including healthcare, government, finance, banking, insurance, call center, legal, sports, and many more.

Equity in Education Access: Language Services for K-12 Schools

10 min read

Equity in Education Access: Language Services for K-12 Schools

When English language learner (ELL)/limited English proficient (LEP) students do not have access to language assistance they run the risk of failing, being left back a grade, or dropping out of school. They are often misplaced in special education classes and miss opportunities to enroll in advanced courses because of language barriers.

In 2019 approximately 22.6% of school-age children in the US spoke a language other than English at home. Currently in the US, 22% of the population five years old and over speak a language other than English in their residence. That’s approximately 67.8 million people (roughly one in five) who likely need professional language services when they or their children enter the education system.  Partnering with an experienced language service provider ensures the students in your school district have an equal opportunity to receive a fair education while also assuring you’re complying with laws and regulations surrounding language access. 

Under law in the US, all K-12 children must have fair access to education regardless of race, religion, economic status, or citizenship — and language access is essential to doing that. This applies to children with LEP, children who are Deaf or Hard of Hearing, and their families or guardians. 

Language’s Impact on Education

Download our brochure to learn more about language’s impact on education and the advantages of partnering with an experienced language service provider.

SOLUTION:

For over three decades Language Services Associates (LSA) has been providing cost-effective solutions to ensure no ELL/LEP students and families are left behind.   

With hundreds of languages available, including American Sign Language (ASL) and rare dialects, LSA has the tools necessary for improving equity at your schools, ensuring compliance with applicable federal and state laws, and fostering consistent open communication with ELL/LEP students and their families.  

LSA Will Work with You to Ensure Compliance with US Laws And Regulations 

The Federal Government mandates that school systems provide language support for ELL/LEP students and their families. Schools are required to communicate information to limited English proficient parents in a language they can understand about any program, service, or activity. We help schools meet these requirements.  

LSA ensures your school is compliant with applicable laws, including: 

  • Title III (part of the Elementary and Secondary Education Act of 1965 (ESEA), as amended by the Every Student Succeeds Act of 2015 (ESSA)) 
  • Title VI of the Civil Rights Act of 1964 
  • Americans with Disabilities Act (ADA) 
  • Equal Educational Opportunities Act of 1974 (EEOA) 
  • Executive Order 13166 
  • The Every Student Succeeds Act (ESSA) 

LSA will work within your budget to provide translation and interpretation services via the most appropriate modalities to provide efficient communication for: 

  • IEP (Individualized Education Program) Meetings and any Special Education Related Services 
  • PTA Conferences 
  • Student Evaluation Meetings 
  • School Policy Guides 
  • Parent Notifications 
  • Progress Reports 
  • Emergency Communications 
  • Registration and enrollment in schools and school programs 
  • Emergency communications 
  • And more. 

 

THE PROBLEM WITH TAKING LANGUAGE SHORTCUTS: 

Google Translate 

Google Translate may appear to be a reliable solution for communicating with LEP individuals, but it’s complicated because there is no way to incorporate context. This means words with double meanings can be incorrectly translated, and the entire message can be significantly altered leading to more problems than solutions. 

Inexperienced Language Service Providers 

Partnering with an inexperienced language service provider (LSP), or an LSP with limited tools and resources, can mean inadequate services, long wait times, or the inability to provide services for rare languages. Do not be fooled by low rates that seem too perfect to be real – if it seems too good to be true, it likely is. 

Independent or Freelance Interpreters 

Engaging the services of independent or freelance interpreters usually means paying a higher rate, working around that interpreter’s schedule, and language limitations. Working with an LSP like LSA will grant you access to hundreds of languages and thousands of linguists any time of day at one guaranteed price. 

Bilingual Friend, Family Member, or Another Student  

Using a friend, family member, or another student that is bilingual does not always lead to great results. Another student may be too young to comprehend important concepts or ideas, and friends and family do not have the training required to provide adequate interpretation in a professional setting. 

 

A PARTNERSHIP WITH LSA IN K-12 EDUCATION:  

LSA is a full-service language provider offering hundreds of languages, 24/7/365 via audio, video, and onsite solutions. We also offer translation services for important documents, forms, websites and any written materials, and language assessments to ensure your bilingual staff is qualified to provide interpretation at your school. 

Our interpreters and translators undergo a rigorous three-step verification process ensuring they provide culturally competent services and have expertise in the education field. This guarantees that any time an interpreter is needed you are provided with a highly qualified linguist who understands the terminology and nuances of your industry. 

LSA will work with you and your budget to create a language access program that meets the needs of your school. Our experience in the education system is proven and unmatched. Partnering with LSA is a cost-effective way to ensure no LEP students are left behind. 

Learn more about LSA’s language services today!  

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.  

 

ABOUT LSA: 

For over three decades Language Services Associates (LSA) has offered a full suite of language interpretation and translation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in hundreds of languages, LSA provides a competitive differentiator across various industries including education, healthcare, government, finance, banking, insurance, sports, hospitality, and more.  

Improving the Patient Experience in Healthcare: Cultural and Linguistic Competence 

6 min read

Improving the Patient Experience in Healthcare: Cultural and Linguistic Competence 

Effective communication is critical in healthcare settings — especially when addressing the needs of patients with limited English proficiency (LEP). Studies show LEP patients tend to be more vulnerable to harmful adverse events signaling the need for special attention when communicating with them. Cultural and linguistic competence in a clinic or hospital ensures that all patients receive timely and appropriate care, minimizing language barriers that can delay critical treatments. This competence not only aids in recognizing and adapting to the diverse cultural differences of individuals in our communities, but also enhances the effectiveness of healthcare providers in cross-cultural situations. 

Improving Health Equity through Language Services

Providing high-quality care through cultural and linguistic competence promotes health equity and significantly improves the patient experience. Unfortunately, language and cultural barriers can lead to severe consequences, including incorrect diagnoses, costly readmissions, low patient retention, and costly litigation. According to the Joint Commission’s Sentinel Event Database, nearly 59% of significant detrimental events in healthcare stem from communication failures. Additionally, many LEP patients often forgo seeking medical help due to the complexity of medical literature and lack of accessible information. For example, not being able to understand low-cost health plans or updates to programs like Medicaid. Implementing cultural competence strategies not only helps in reaching out to LEP patients effectively but also ensures they feel welcomed and understood. This in turn directly impacts their access to health services.

The Role of Medically Qualified Interpreters

Working with professional interpreters has shown to improve the clinical and quality of care among LEP patients. At Language Services Associates (LSA), we work with medically qualified interpreters who play a pivotal role in bridging communication gaps and improving overall patient experience. Interpreters are rigorously vetted and trained to provide the highest level of support to medical staff and LEP patients. This results in many benefits, including:
Understanding diversity and multicultural attributes allows our interpreters to ensure that all care preferences are clearly understood and respected, aligning with the patient’s cultural background.

Broadening Access to Professional Language Services

In the United States, roughly 22% of the population aged five and over speak a language other than English at home. Additionally, there were over 67 million international visitors in 2023 — translating to a substantial amount of people who likely require professional language services in medical settings. The quality of a patient’s healthcare experience depends heavily on the language access provided and the cultural competency of the medical staff. This is where professional interpreters truly make a difference and prove to be an invaluable addition to the medical staff. Learn more about LSA’s healthcare language support services or schedule a free consultation today.

About LSA

Language Services Associates (LSA) offers a full suite of interpretation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds trust. LSA provides a competitive differentiator in the healthcare, government, finance, banking, insurance, call center, legalsports industries, and many more industries.

LSA Celebrates: National Interpreter Appreciation Day

17 min read

LSA Celebrates: National Interpreter Appreciation Day 

Today (and every day), we take a moment to honor the vital role interpreters play in breaking down language barriers and facilitating clear communication across diverse communities. Interpreters do more than translate words — they convey meaning, emotions, and cultural nuances, ensuring that every voice is heard and understood. 

As we celebrate this important day, we’re excited to share stories from a few interpreters. These stories highlight the passion they bring to their profession and showcase the profound impact they have on people’s lives. Their contributions are invaluable — and today, we say thank you.

Jordan Interpreter

JOSEPH

Haitian Creole Interpreter
Read more about Joseph's experience →

Beautiful sunset

One touching experience I had while interpreting was connecting with a Haitian woman who had recently immigrated to the USA. Despite the language barrier, we bonded over shared cultural experiences and struggles. Through interpretation, I was able to help her navigate various aspects of her new life, providing support and encouragement along the way. Seeing her gain confidence and integrate into her new community was truly inspiring.
— Joseph

Nhu: Vietnamese Interpreter

NHU

Vietnamese Interpreter
Read more about Nhu's experience →

Beautiful sunset

I chose to become an interpreter to reconnect with my love for languages. During nearly eight years working in this field, I have seen the power of interpretation countless times.

There was one particular call I still remember. Before I rendered the service, I was kindly informed by the therapist that the patient’s spouse refused to work with other interpreters during their marriage counseling sessions. However, the warmth of my voice and the accuracy of my interpretation gradually convinced her. She started to open up and share her feelings and thoughts. By the end of the long session, many of their misunderstandings were resolved and her marriage reached a new level of acceptance and reconciliation.

After that call, I became a strong believer in the power of interpretation. May this journey of helping others bring so much more love, inspiration, and motivation in the world around us all.
— Nhu

Jacob: Haitian, Creole Interpreter

JACOB

Haitian Creole Interpreter
Read more about Jacob's experience →

Beautiful sunset

I've been passionate about interpretation since high school, which is why I chose it as my career. I love breaking down communication barriers.
— Jacob

Stefany: Spanish Interpreter

STEFANY

Spanish Interpreter
Read more about Stefany's experience →

Beautiful sunset

Interpreting became one of my greatest passions because it gave me a purpose: "to become the voice of the unheard." I started working at LSA in 2020, a year that changed the course of humanity; especially for us medical interpreters. Even though I had previous experience interpreting, where I had witnessed beautiful moments like the birth of a child, as well as terrible moments like having to break the news to someone with cancer, I believe there was no training that could prepare us to face a global pandemic.

However, there is one story in particular that I will never forget: after several months of working tirelessly worldwide, as a united front to try (to the best of our abilities) to win the battle against COVID-19, I took a call. At the end of the call, the doctor took a moment to thank me for my services, but not in the almost automatic way that we usually get. He actually took a moment to acknowledge me as a human being, he said, "Most of the time, as doctors, we forget that there is an actual human being on the other side of the line, that is also helping us fight Covid-19. You are also working as hard as we are, but we are the ones getting all the credit. However, we couldn't do this without you. Interpreters are the unsung heroes of this pandemic."
— Stefany

Esther, Haitian Creole Interpreter

ESTHER

Haitian Creole Interpreter
Read more about Esther's experience →

Beautiful sunset

Working as an interpreter has always been life-changing for me. More importantly, it teaches me empathy, kindness, and to be a voice for others who can't make themselves understood. Having a good grasp of my culture also makes it easier to comprehend patients.
— Esther

Fernando, Spanish Interpreter

FERNANDO

Spanish Interpreter
Read more about Fernando's experience →

Beautiful sunset

Personally, I think being an interpreter is awesome. Knowing that I'm doing my best to help people, no matter if it's something good or bad, big or small, I get to be that bridge for people. Even though it is sometimes a big responsibility, it feels great! Seeing all the people you helped at the end of your shift is very satisfying and fulfilling. I could not ask for a better job. I feel blessed and very happy!
— Fernando

Jyotirmoy, Hindi/Bengali Interpreter

JYOTIRMOY

Hindi/Bengali Interpreter
Read more about Jyotirmoy's experience →

Beautiful sunset

I would like to share a story where I was on a call with a patient who was on the verge of delivering her baby. Given it was an emergency situation, I was careful to use a comforting tone while being vigilant of the minute details that may arise that needed interpretation. Even though the patient was not able to deliver her baby, I was able to support the client as well as the patient until the patient had been stabilized. These scenarios, where I've been able to help someone in need, have given me a good feeling about the work I do.
— Jyotirmoy

David, Spanish Interpreter

DAVID

Spanish Interpreter
Read more about David's experience →

Beautiful sunset

It's great to know that some providers recognize my voice and service. I can now say that I recognize one or two because of where they are calling from and how they communicate with both the LEP individual and interpreter. It's great to be recognized!"
— David

Josias, Spanish Interpreter

Josias

Spanish Interpreter
Read more about Josias's experience →

Beautiful sunset

My story is about the longest call I've ever had. A video call that lasted 9 hours and 38 minutes! It was a feel-good story because of the outcome. It started with the patient in the ER with a case of kidney failure. They moved the patient to the ICU. At one point the doctors thought they would have to start dialysis on the patient. However, as the day progressed and the treatment started to work, the kidneys recovered to the point where that wasn't necessary anymore. In the end, the patient was taken out of the ICU. It was good to experience the entire process and see the effort from the doctors and nurses that assisted the patient. Additionally, it felt really good to be part of the entire process through my skills!
— Josias

Regine, Haitian Creole

REGINE

Haitian Creole Interpreter
Read more about Regine's experience →

Beautiful sunset

In the bustling world of healthcare, where every word and connection matters, I found my calling as a Haitian Creole interpreter. It's not just about translating words; it's about weaving understanding and empathy into every conversation.

One particular experience stands out vividly. I was interpreting for a young Haitian immigrant who was apprehensive and uncertain about this new land. Through the magic of Video Remote Interpretation (VRI), I was able to bridge the gap between their native Creole and the medical jargon, transforming anxiety into reassurance. But before we settled into the serious matters, there was a moment of unexpected fun. As the video call connected, there was a brief, comical mix-up with the camera angles, resulting in an unintentional close-up of my nose! With a laugh, I quickly adjusted the camera, and we all shared a lighthearted moment before diving into the appointment.

Reflecting on my journey, I realize that the true essence of interpreting lies not in the technicalities but in the smiles exchanged, the fears eased, and the lives touched. I find fulfilment in those moments of shared humanity, knowing I've made a difference, one conversation at a time. So, here's to the power of interpreting, the unspoken connections it forges, and the countless lives it enriches. As I continue this vibrant journey, I carry the joy of bridging worlds and knowing that every thread matters in the tapestry of languages.
— Regine

Carlos, Spanish Interpreter

CARLOS

Spanish Interpreter
Read more about Carlos's experience →

Beautiful sunset

Interpretation to me is a learning tool. The people communicating learn what is needed to achieve their goal. It could be lifesaving information or just a simple diet plan. Personally, interpretation has changed my life. I remember how I used to almost feel afraid to answer or make a call to a company. I am not quite over my fear of Video Remote Interpretation. I think people don't want to see this old man staring at them... 😆 Interpretation makes me feel good because I get to help other people. I am able to fill that "gap" in their life. I love hearing "Gracias mi hijito eres una bendicion de Dios."
— Carlos