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Approved December 11, 2001  <br /> <br /> <br /> <br />4) Spanish-Greeting Voice Mailbox. <br /> <br />a) A voice mailbox would be established exclusively for Spanish speaking only clients. The <br />greeting would be in Spanish and invite the caller to leave a message so someone could <br />call them back within a limited period of time (perhaps by the next business day). <br />Instructions for calling in case of emergency would be part of the voice mail message, so <br />response to true emergencies could be addressed immediately. <br />b) The messages would be picked up and the information transferred to the appropriate <br />service provider. This could be accomplished through current employees who may rotate <br />the service duty and/or an independent contractor that the County may choose to select. <br />c) This method of communication would be used when no other interpreter services could be <br />immediately accessed. It is designed as a safety net for LEP clients seeking service, but <br />not as first line communication. <br /> <br />5) Written Protocols and Training. <br /> <br />a) It is important that departments establish departmental protocols as it respects how <br />interpreter services are to be utilized pursuant to the individual departmental needs. For <br />example, the Health Department will assure themselves that the interpreter retained to <br />interpret medical information has demonstrated ability to do so accurately prior to their <br />being used by the Department. To avoid confusion among employees, these protocols <br />should be in writing and the appropriate departmental personnel trained to their use. <br />b) Departments seeking examples of policies and procedures for interpreter services may <br />wish to consider the “Orange County Health Department Policy and Procedures for <br />Interpreter Services”, which is available upon request to the Health Director’s office. <br /> <br /> <br />  <br />16