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.

Stay tuned for part II of our interview with Victoria!

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. 

 

Enhanced Support: LSA is your Partner for CMS’ 2025 Call Center Monitoring

8 min read

Are You Ready for This Year’s Part C and Part D of Call Center Monitoring: Timeliness and Accuracy & Accessibility Studies?

Language Services Associates (LSA), a thought-leader in the language interpretation services industry, has been coordinating, planning, and establishing the best practices to meet and exceed the Centers for Medicare and Medicaid Services’ (CMS) Call Center Monitoring requirements and expectations for years. With every call, onsite visit, or translation project, LSA provides the tools and guidance you need to succeed.

What are the Timeliness and Accuracy & Accessibility Studies?

The Centers for Medicare & Medicaid Services place test calls to audit health plan call centers from February until June. These calls are to ensure that Medicare Advantage (MA) and Medicare Prescription Drug plans (part C and D) offer clear communication quickly and accurately to their beneficiaries.

What Does this Mean and What Role Does my Language Services Provider Play?

  • There are two parts to CMS’ Part C and Part D Call Center Monitoring initiative. First is the Timeliness Study, which focuses on average hold times and disconnect rates.
  • The second part is where your language service provider plays a vital role – the Accuracy & Accessibility Study. This measures Part C and Part D prospective beneficiary call center telephone lines to determine interpreter availability for Limited English Proficient (LEP) callers, teletypewriter (TTY) efficiency, and the accuracy with which customer service representatives (CSR) convey plan information to their LEP consumer.
  • During a test call a CMS surveyor will evaluate how efficient your Customer Service Representative (CSR) is at connecting an interpreter or TTY operator to the call. The CMS Call Center Monitoring Study first measures interpreter availability. Upon connection to a call (when the CMS Surveyor reaches a Customer Service Representative), your CSR has eight minutes to successfully demonstrate that they can answer questions about plan benefits using an interpreter. Once an interpreter is on the line, the CMS surveyor will assess the accuracy of the information communicated from the interpreter to the beneficiary.

Partnering with a language service provider that has experience and expertise in servicing calls as part of CMS’ Call Center Monitoring Study is critical to ensuring the greatest success during the study, and in servicing your beneficiaries throughout the year. LSA has a well-executed plan put into place each year that is reviewed and revised to accommodate any changes or updates for each season. With a team of dedicated employees and highly trained interpreters with CMS experience, LSA is your ideal partner in attaining the highest rating possible.

How LSA Improves Your CMS Star Rating

  • LSA’s dedicated team is devoted to CMS testing with the tools to offer guidance and support to attain a higher score and improve overall communication with LEP beneficiaries. Our staff is constantly monitoring, growing, planning, and keeping up to date with any changes or updates to CMS star rating protocols year-round.
  • Our highly qualified interpreters, who’ve completed rigorous assessments, are prepped, and provided with additional resources for CMS testing season. These interpreters understand the significance of these calls and are more than proficient in the terminology and nuances required to succeed.
  • Careful coordination, open communication, and experience are key factors when choosing a language service provider to partner with during CMS test call season. LSA expertly delivers on all three and invites you to contact us to determine the best course of action in attaining the highest star rating possible.

How Does CMS Testing Affect My Organization?

  • CMS Star Ratings
  • QBPs: Quality Bonus Payments
  • MA Rebates
  • Health Plan Reputation

CMS ratings are done on a scale of one to five stars, with one being below average and five indicating a plan that goes above and beyond. These results are available to the public during open enrollment as a guide to determine the best plan for beneficiaries to choose from.

These results also determine the Quality Bonus Payments and MA rebate a plan will receive. Established in 2012, as part of the Affordable Care Act as an incentive to improve quality standards, QBPs and MA rebates are based on these CMS star ratings – the higher rating a plan receives the more funding they’re awarded.

Languages to be Tested in 2025

  • Spanish
  • Cantonese
  • Mandarin
  • Vietnamese
  • French
  • Tagalog
  • English

Contact Jodi Bralow (Vice President of Contracting & Compliance) at  [email protected] to learn more about how LSA’s CMS Test Season process will help you reach your goals.

About LSA

For over three decades Language Services Associates (LSA) has offered a full suite of language interpretation 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 in the healthcare, government, financial and banking, insurance, entertainment, sports, hospitality, and manufacturing industries.

LSA 101: Why Your Call Center Needs a Language Service Provider

5 min read

With 1 in 5 Americans speaking a language other than English at home, your call center’s success depends on your staff’s ability to communicate with a multilingual customer base. Incorporating language services into your program will Improve important KPIs like First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Call Abandonment Rate, while reducing hang ups and shortening your average call length. 

Partnering with a trusted language service provider (LSP) gives you access to hundreds of languages around the clock. With a multilingual client base that is only going to get larger, ensuring access to qualified interpreters is imperative to improving your contact center’s efficiency, retaining your clientele, and expanding into new markets. 

Language Services Associates (LSA) can help you build trust with diverse callers by providing seamless language integration into your core contact center business. LSA’s interpreter network has the skills to quickly and efficiently scale to your call center demands. Our team will partner with you to provide clarity and insight for your customers, and ensure fast, accurate communication.  

With LSA’s Language Services You Will: 

  • Boost Agent and Customer Satisfaction 
  • Improve Your Call Center’s Metrics 
  • Increase Agent Productivity 
  • Have Access to 7000+ Carefully Vetted Interpreters, 24/7/365 
  • Increase Brand Awareness 

LSA provides cost-effective solutions to successfully incorporate language services into your offerings. Fast connections to highly qualified on-demand interpreters in over 230 languages means your agents can spend more time helping customers while we take care of the rest. Improve customer satisfaction and KPIs with LSA’s expert call center team. 

LSA’S CALL CENTER LANGUAGE SERVICES 

Over-the-Phone Interpretation 

We provide fast access to on-demand interpreters in 230+ languages ready to take your call. For rare languages schedule a call at a time of your choosing. 

Language Assessments 

If you have bilingual employees who wish to act as interpreters, LSA offers language assessments to test the proficiency of your employees and ensure the best experience for your call center’s customers. 

Translation and Localization 

Have documents or a website that needs to be translated for multilingual customers? LSA provides translation and localization of any documents, website, or application in over 230 languages. 

Learn more about LSA’s call center 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 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 more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.

The Cost of High-Quality Interpretation: A Low Rate Doesn’t Mean Savings

5 min readInvesting in a strategy to help your limited English proficient (LEP) patients or customers is an admirable goal, and being sure you’re getting the best deal is integral to offering high-quality services without emptying your pockets.  

When considering a partnership with a language service provider the first thing an organization weighs is price. The price of interpretation is a fair consideration to make. But when thinking about cost, it’s important to contemplate more than just the number laid out before you. While a low hourly or minute rate may seem appealing, it can cost you more than you bargained for if that interpreter is not carefully vetted, experienced, or qualified for your situation. 

A qualified interpreter may have a higher per-minute rate than someone without a specialized skillset, but there are several reasons for this. Interpreting is more than just converting words from one language to another – it’s understanding meaning, context, cultural nuisances, and having a background in a particular field, like healthcare for instance. Medical interpreters have a broad knowledge of medical terminology and treatments and are well-versed in healthcare regulations and ethical standards. With a qualified medical interpreter, clear communication between a doctor and LEP patient is assured, which reduces costly readmissions and lengths of stay. These calls/sessions also tend to be shorter because a qualified medical interpreter doesn’t need as much time for clarification as an interpreter without a medical background (extra minutes add up even while an interpreter has a lower rate). In the long run, a more qualified interpreter saves you time and money even if their rate appears to be higher on the surface – and this applies to all sectors from legal to finance. 

At Language Services Associates (LSA) we hold our interpreters to a high standard, with a meticulous six-step assessment process, and only one in every 40 candidates making it through our qualification procedure. Our interpreters are carefully vetted, industry-specialized, and frequently monitored to ensure that we are providing the highest quality service possible.  

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

About LSA 

Language Services Associates (LSA) offers a full suite of language interpretation 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 more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.  

Six Reasons You Need to Partner with a Language Service Provider

13 min readIn any industry, the ability to communicate with your clients, patients, or customers is critical to your success, and allowing language barriers to get in the way can be costly. The world continues to become more globalized every day. Employing the technological solutions and expertise of a language service provider will give you the necessary tools for offering clear communication with your limited English proficient (LEP) patients, clients, or customers, while also ensuring you’re in compliance with state and federal laws. Expanding your reach outside of one language group can be the difference between making it or getting left behind – not only for yourself, but for 67.8 million people that speak a language other than English at home. Providing language access via a language service provider is the best way to support equal access for limited English-proficient communities at your school, business, hospital, or practice. 

Here are Six Reasons to Partner with a Language Service Provider Today: 

 1. Access to Underserved Markets 

If your organization is looking to expand, it’s important to note that most consumers/patients prefer communicating in their language. Whether you’re looking to increase your reach globally, within the United States, or in your community, incorporating a language access plan into your services is a great way to avoid alienating a substantial portion of the population, while breaking into an often overlooked yet growing market. Language and cultural competency are fundamental to the inclusion of diverse people, and taking shortcuts when it comes to communication and outreach can have consequences.  

Businesses looking to target new markets with products or services geared towards a specific community or language group may benefit from expert cultural consultation. Even companies with the best intentions risk costly setbacks due to missteps in cultural competency – there have been several instances where large companies have had to pull or discontinue products due to cultural inaccuracies.  

At Language Service Associates (LSA) our interpreters and translation teams are language and cultural experts that can help you avoid errors and ensure that your efforts to reach a wider audience are successful.  

2.  Complying with State and Federal Laws 

Depending on your industry, you may be required by language access laws to provide interpreters for your limited English proficient (LEP) clients/patients. These laws include Section 1557 of the Affordable Care Act (ACA), the Americans with Disabilities Act (ADA), Executive Order 13166, and Title VI of the Civil Rights Act of 1964. 

Primarily, businesses and organizations that receive federal funding typically need to abide by these laws – schools, healthcare facilities, government offices, etc. But states may have their own laws that can also apply to several other sectors. Partnering with a trusted language provider offers you consultative experts that complement your internal teams with expertise in language services. This assures you receive the appropriate solutions necessary for complying with mandatory state and federal laws, that fit seamlessly into your routine and budget. LSA offers guidance and support to ensure that you fully adhere to mandatory regulations, and have the tools necessary to support your LEP population. 

3.  Improving Customer or Patient Services 

Communication is key in business transactions or providing care for patients or customers that require native language support. The easier it is to communicate, the better the experience will be for everyone – this is especially true in the healthcare sector where jargon and complex terminology can be difficult to understand in any language. Miscommunication can lead to mistrust, loss of clients, misunderstood diagnosis or treatment, and numerous issues that can negatively impact your business or practice. A language provider offers interpreters trained and/or certified in different sectors that keenly understand industry terminology and standards. These interpreters help bridge a gap between staff/employees and their LEP clients/patients that often gets in the way of providing first-rate service or care. LSA’s interpreters are selected only after enduring a rigorous qualification process with only one in 40 meeting our standards. These interpreters are well-versed and highly experienced in their specialized sector and can be the difference you need. 

 4. Building Brand Trust 

In various cultures and languages, messages can be interpreted in many ways. While in English, your business may be sending a clear message to your customers, that same message may have an entirely different meaning in Arabic or Spanish. Partnering with a trusted language service provider will give you the tools to communicate clearly with LEP populations, breaking down language and cultural barriers. This will protect your brand’s reputation and build trust among consumers who seek out organizations that make an effort to communicate with them. Building consumer trust begins with clear communication in a variety of languages. Language Services Associates has a team of highly experienced translators and interpreters with expertise in the business sector to facilitate clear, culturally appropriate communication between your company and diverse clientele.  

5. Saving Money 

In most industries, encountering people who speak another language is fairly common. How an organization addresses their diverse clientele can be the difference between not only offering the right products or care, but also how much money is lost or spent. A bilingual employee may help with a customer or two, but remember that a bilingual employee doesn’t have the same range of knowledge and experience that a qualified interpreter brings to the table. Asking a bilingual employee to serve as an interpreter also puts pressure on them while taking time away from their actual job. A professional interpreter’s experience goes beyond just understanding language – they know cultural nuances, body language, and can convey meaning faster than your average person (especially when a word doesn’t have an equivalent in another language). Legally, using an employee in place of an interpreter can have consequences. In medical settings, if an untrained bilingual employee was to misinterpret a word or meaning, this could result in errors of diagnoses, treatment, and aftercare. This might lead to patients being readmitted, or a lawsuit if serious consequences were to transpire for the patient. 

You can hire a freelance interpreter, which may seem like a cost-effective solution in the short-term, but they tend to set their own schedules and charge a high price – and since they set their own itinerary, the wait to bring them into your facility can be costing you money in the interim. Language providers carefully vet their interpreters and offer industry-specialized agents that have undergone rigorous training and monitoring.  A language provider offers access to over-the-phone interpreters (OPIs) on demand in hundreds of languages ready to take your call. Or, if it’s more appropriate, video and in-person solutions are available as well. LSA improves the client experience and agent metrics when a client interaction requires an interpreter.  

6. Access to Hundreds of Languages with Sector-Specific Expertise  

Through various customizable solutions, language service providers offer a direct line to hundreds of languages and dialects. Interpreters specialize in individual fields (medical, finance & banking, contact centers, legal, etc.) with a clear understanding of the terminology used, and access to tools and study guides to keep their skills sharp and up to date. From American Sign Language to Spanish to rare dialects, language providers have the tools to prevent communication oversights that can harm your business. LSA’s interpreters have access to reference material and study guides for continuous training. They’re monitored and tested to maintain the highest quality standards. 

Learn more about LSA’s customizable solutions today! 

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