Wednesday, July 27, 2011

Pass the alphabet soup!

We're pretty excited over here in Interpreter Land.  The time has come that medical interpreters will be able to choose from not one, but two different certifications.  What's the big deal about some letters after your name, you may ask?

Professional interpreters spend a great deal of studying terminology, obsessing over the right way to turn a phrase, dealing with awkward conversations to preserve their neutrality and code of ethics, working diligently to maintain confidentiality in tiny, tiny communities.  After all that hard work, there's few things more frustrating than finding yourself outbid by a flashy newcomer who has absolutely no training or skill.  It's not just that we lost the job, we know that someone is going to get hurt.  Most of us got into this profession because we care, and yet in this economy it's harder and harder to get organizations and providers to listen.

That's the challenge of our work: we're often the only ones in the room that knows exactly how well we did (if you understood everything, you wouldn't need us!).  For this reason, it's very hard to prove the importance of using--and paying extra--for skilled, trained practitioners.  Nevertheless, we know that if that you went in for a surgery, just having your aunt who is handy with a needle wouldn't be enough.  In fact, you might not even want to have your next door neighbor do it, even though he's a veterinarian.  No, for a surgery you want a trained specialist.  Would you expect any less of the person converting your words to the doctor for a diagnosis?

It's telling that both national certifications are being promoted by professional interpreter organizations.  The truth is, with the diversity of languages in this country, creating a national standard of measurement of quality interpretation isn't easy.  And yet we, more than anyone, see the damage created by untrained interpreters and we're working hard to fix the problem.  The National Board for Certification of Medical Interpreters has begun certifying Spanish interpreters, and will soon be rolling out five more languages, with 181 interpreters who have passed the exam.  The Certification Commission for Healthcare Interpreters, who just introduced their certification this year already has over 140 interpreters certified from across the country. Credentials are being screened, and standards of measurement are being created for even the lesser-dispersion languages.

With certification (and those lovely, lovely letters after our names) we get the recognition that it takes training to do what we do.  We have an independent body that has declared we're ready, a body of our peers that has weighed and evaluated our competency.  Certified Medical Interpreter. CMI.  Qualified Medical Interpreter.  QMI.  Credentialed Healthcare Interpreter. CHI.  Associate Health Care Interpreter.  AHI.  Whatever the letters, all are from recognized, reputable, professional organizations and all are indicators progress.  Pass the alphabet soup!

Friday, June 24, 2011

Training Announcement: Introduction to Cultural Brokering for the Medical Interpreter



"Introduction to Cultural Brokering for the Medical Interpreter"

Thursday, June 30, 9:30am-12:30pm

Catholic Charities Maine
250 Anderson Street Portland

Trainers: Malvina Gregory, Director - CCME Language Partners
Jessica Goldhirsch, MPH

Interpreting textbooks & trainings often state that interpreters need to notice when cultural differences arise, and intervene when necessary to make sure that communication is clear.  Unfortunately, very few models explain exactly how an interpreter is supposed to do that.  Just as not all bilingual people make for good interpreters because they lack training, likewise not all bi-cultural people make good cultural brokers.  It takes a special mix of skills and experience to identify cultural differences and explain the dynamics to an outsider.  The skills must be learned, and hopefully as our profession advances, they will be taught.

Next Thursday, June 30th, we at Catholic Charities Language Partners will start a discussion with Maine interpreters about how to do this complex part of their work.  We are offering this training in alongside the Interpreter Services program at Children's Hospital in Boston, MA, and our joint reflections on the training and lessons learned will be shared at the 2011 International Medical Interpreters Association conference this fall.  We hope that our training will lead the way for more discussions nationwide.  The truth is that without effective cultural brokering good health outcomes are much less likely to occur.  Doctors and patients will misunderstand each other.  For the sake of our patients, we need to start developing ways to teach our interpreters.

If you are an interpreter and interested in attending, you can call 523-2726 or e-mail mgregory@ccmaine.org.  Registration is limited to 25 students.  Training will be free for all CCME interpreters. Registration fee for non-CCME interpreters: $50.00.  Interpreters must have already completed a 12hr Basic Interpreter Training to attend this course.

Thursday, June 23, 2011

Resource Review: 10 Tips for Working with Language Interpreters

We just have to share one of the cutest provider tutorial videos we've ever seen: 



By the way, see the notebook in this video?  An interpreter with a notepad will jot down dosages so that numbers don't get confused in the translation process or annotate long statements so that they can allow speakers to speak in longer, more natural paragraphs.  Notepads are a sign of a trained, professional interpreter.

Thanks to the authors for creating such a fun, approachable teaching tool (and to the colleague who passed this along to me!).  This definitely beats our usual written list of "Tips for Using Interpreters".  We'll be sure to integrate this into some of our future trainings.

Wednesday, June 15, 2011

World Refugee Day 2011


World Refugee Day is held every year on June 20. Refugees are amazing, resilient people who despite being forcibly displaced start over again and create new lives.  Every year we celebrate them and their contributions to communities worldwide.  Come join us!

World Refugee Day Celebration
Lewiston Public Library, 200 Lisbon Street
Friday, June 17, 2011
4:00 p.m. — FREE!
4:00 pm: Film “Welcome to Shelbyville” - Discussion Group to Follow
5:30 pm: International Performance - Malika Dance Group
6:30 pm: Refreshments Provided by Local Refugee Businesses

For more information, contact: Chelsey Everest, Catholic Charities Maine, phone:(207) 871-7437 or visit http://www.portlandmaine.gov/ or www.ccmaine.org/ris

Join us as we recognize the positive impact of refugee businesses in Maine!  Come meet your neighbors! See you there!

Monday, June 13, 2011

Man vs. Machine

In Spanish: "The hand washes itself, don't whiten don't fall, lovely iron" 
via WTF? Microservios
We've recently heard some providers say that they no longer send translations out professional translation services because online tools such as GoogleTranslate have become so effective.  We thought in the interest of scientific discovery, we'd put this theory to the test.

This great website puts your simple phrase through a series of machine translations, back and forth to English so that you can see the linguistic distortions.  For more giggles, the program will allow you to run something through 30 or even 50 translations.  In no short time the simplest text goes awry: "How many apples did you buy?" in just 10 machine translations becomes "How Apple Store?". 

This is fun enough, but let's really illustrate the importance of a human interpreter and/or translator.  What happens when we do some medical and legal texts?  Even the simple "Take one pill in the morning and one in the evening" becomes "Morning and evening sleeping pills."  Very different!  The classic "You have the right to remain silent.  Anything you say can be used against you in a court of law." becomes "You have the right to remain silent. You can say that in court." in just 10 iterations. 

All this is very relevant given that recently a murder case in Ohio was thrown out due to a human interpreter's error in interpreting the Miranda warning.  If humans can get it wrong sometimes, and we have yet to build a computer that can even come close to what the human brain does, imagine the danger in using machine translation for anything beyond the simplest of phrases. 

Our review: machine translations are useful in a pinch, and perhaps good for basic phrases (what time is the bus?), should never be used when someone's life or liberty is on the line.  For that, the old-fashioned human being is probably still your most reliable option.

Wednesday, June 8, 2011

Hijabs, Ramadan, workplaces, oh my!

Our diversifying workplaces are challenging us to be more flexible when it comes to accomodations for religious requests.  Let's not kid ourselves--this issue has been around for a long time.  Maybe we made sure that there wasn't any pork in the potluck baked beans because Dave is Jewish, or maybe Sally just really would prefer to not work Saturdays because she's a Seventh Day Adventist.  Now with Muslim populations entering Maine's workforce, we also need to re-think things like dress codes, prayer breaks, and holiday time.  It's not unreasonable, and if we think about it's not that new of a concept.  It's also the law.  Many illustrious companies have been sued, such as American Airlines, Alamo Rent-A-CarAbercrombie & Fitch, and Disney (Aladdin and Princess Jasmine refused comment)--all for not making reasonable accomodations to staff's religiously based requests.

This week we applaud the Lewiston Chamber of Commerce for taking on the issue directly and proactively.  In a few weeks they will be hosting a brown bag luncheon and panel discussion to to increase the knowledge about certain religious practices, define what is a reasonable accommodation under the law, and identify work practices that create barriers as well as work practices and solutions that are recommended.  Date & Location: July 7th, 11:30a-1pm, Business Service Center at KeyBank Plaza, 415 Lisbon St., Lewiston, ME

Thursday, June 2, 2011

Twofer: February & March Interpreters of the Month

We are a little behind in posting our Interpreters of the Month.  If you haven't heard through other channels, we have a new website and as of a few weeks ago we also have a new office location in Portland.  Through all the changes, the interpreters have continued to be as awesome as ever, and it's time to celebrate two more of our hard-working staff.



Eva Chen: Queen Bee of Brevity
February Interpreter of the Month: Eva Chen

We've lovingly nominated her the "Queen-Bee of Brevity."  Eva is forever straight-forward and concise in her interactions.  We all agree that her cell phone message is probably the shortest we've ever heard.  She's quick and to-the-point.  Eva's insight is likewise reknowned.  She's quick to capture what needs to be done, and wastes no time in getting to it.  She's flexible, promptly calls back, and is amazingly reliable.  Eva also is amazing linguistically, approved to interpret in three languages: Mandarin, Cantonese, and her native Fujian.  There are some interpreters that we honor because they go above and beyond the call of duty one particular day.  In February we deicded to honor Eva because she consistently exceeds expectations every day and in all ways works to provide excellent service to our clients. Thanks Eva!




Halima doesn't care for her ID photo;
instead she shared this beautiful one
from a few years back.

March Interpreter of the Month: Halima Hersi

Halima is probably one of our most senior interpreters.  Over the years her interpreting earnings have put all her kids through college (she has 5--!).  She is incredibly hard-working, and sometimes will point to open days in her calendar with the question--"I'm not busy Tuesday; can you fix this??"  She's the person that we know we can call in the middle of the night when a baby is being born or an emergency happens.  She has worked with our Refugee & Immigration Services case managers at the airports to the wee hours of the morning, waiting for delayed flights bearing new arrivals.  More recently she has also been working hard on keeping track of her timesheets (not an easy thing to do after a 4am airport arrival or a last-minute visit with a case manager to a client's home) and getting that impressive stack to us more regularly.  We nominated Halima in March for being the most improved, and also for coming through for us with a last-minute urgent request more times than we could count.  Thanks Halima!

Friday, May 13, 2011

Language in the Labor Force

This week we're at the 2011 Maine HR Conference.   The 2011 Census indicates that Maine's population is rapidly diversifying; both Portland and Lewiston's minority populations doubled over the past decade (no time to crunch the numbers? for a good recap of all the data see Downeast Denizen's blog post).  In a time where Maine's overall labor force is shrinking, that means that more and more employers are working with staff from different backgrounds and who might speak different languages.

Sadly, many times employers only realize that they need an interpreter after a problem has developed.  This week, CCME Language Partners can be found at the 2011 Maine HR Conference talking to employers about how to proactively respond to the new workforce.  Employers today are using translations to explain safety procedures beyond a shadow of a doubt, staff training to head off workplace tensions, and interpreters to clear up misunderstandings and pave the way to good communication between management and personnel.  See a glimpse of our talks here:


Tuesday, April 26, 2011

Picnics & Photos: Celebrating Culture

Here are two great events that are ways to learn more about our refugee communities.  One is in Lewiston, the other is in Portland.  Both will be casual, fun ways to get to know your new neighbors.


Source: http://www.laarts.org/visual/CG.htm
 Downtown Girls: A Reflection of Community - April 29-June 10th, 2011.  Opening Reception: Friday April 29 4-7pm.  This photovoice project equipped young girls with cameras and invited themt o document their worlds.   A series of fifty images give a glimpse into their lives, and an insight into Lewiston's newest immigrant community, as seen through that community's youngest members.  Location: L/A Arts Community Gallery, 221 Lisbon Street, Lewiston ME

New Mainer's Event - May 7th, 2011 from 1-3pm, sponsored by Catholic Charities Refugee & Immigration Services.  This year we will have a DJ, an arts & crafts table, kickball games, face painting, jewelry making, and lots of food! For more information contact Aimee Vlachos-Bullard at 523-2737 or abullard@ccmaine.orgLocation: USM University Green, 23 Bedford Street, PortlandParking is available in the lot next to the green.

We'll see you there!

Tuesday, April 5, 2011

What if Einstein had to pass the TOEFL?

Today I watched a brilliant talk by Patricia Ryan, an English teacher in Dubai:




She asks a great question: "If I knew a monolingual Dutch speaker who knew the cure for cancer, would I stop him from entering my British university? I don't think so, but that is exactly what we do!"  She asks, how many skills are we overlooking because this genius does not speak English?  What if Einstein had to pass the TOEFL?

In some cases scientists have failed to reach the correct answer because their languages and ideas didn't and couldn't help them visualize the question in the right way.  Any interpreter can tell you that we think about some ideas in one language, some ideas in another.  Why?  Because it's just easier, that particular language lends itself to the discussion at hand.

There are currently 6,000 languages in the world, and in 90 years we will have only 600.  That means that a language dies every 14 days.  Imagine!  That means that in a year the world loses 26 different ways of describing the human experience. 

As an interpreter, I cannot count the number of brilliant people I know who have struggled to learn English.  Brilliant people who may speak more than one non-English language, but who are unable to figure out our grammar and syntax.  Does that make them less intelligent than we who have spoken English since birth (and, incidentally, can only speak one language)?  Furthermore, what happens when the elder generations can no longer communicate their wisdom to their grandchildren who no longer speak their language?

Ryan points out that the price of even taking the TOEFL are sometimes cost-prohibitive.  The reality is that even for those who will never attend college, learning even basic English is sometimes economically unfeasible.  Many drop out of basic ESL classes because they need to work.  It is ironic that when you are working two or three jobs to support your family and guarantee that your children can someday attend college, that you might not have time or energy at the end of the day to learn English yourself. 

Every interpreter has been asked, "But why can't this person just learn English?"  This is a question that we all struggle to answer.  "They are learning."  "It's hard for them."  "I'm here because they want to express themselves fully."  -- all are quick, pat answers that we offer.  However, as Ryan points out, the question is larger--yes, we all can learn English, but what will we lose if we do?

Tuesday, March 15, 2011

What would you do if it were your baby?

Have you seen the public service announcement from the Texas Association of Healthcare Interpreters and Translators? 



What must it be like for the thousands of people living in Maine who are still learning English, who live this experience every day?  What would you do if this were your child?

Tuesday, March 8, 2011

Tips from the trenches


I'm going to let you in on a dirty little department secret: you don't always need an interpreter.  That's right, even sitting on our pile of golden interpreters, the proverbial Midas of language services, we don't always immediately run to the language line.

It's ironic, right?  We're supposed to be in the business of selling interpreters.   

As we discussed this odd phenomenon and compared notes over the refugee-services water cooler, we came up with these "how-to" tips for confident cross-cultural communication.  We realized that we all do the same things when working with limited-English proficient clients. It's not rocket science, but it is powerful stuff:
  • Assess your statement - what are the implications if they don't understand?  Use these steps below for simple, concrete communication.  For complex issues, run--don't walk--to your nearest intepreter service.
  • Slow down (speaking louder doesn't help, slower does).
  • Shorten your statements
  • Avoid compound sentences
  • Explain processes and don't assume they'll know how systems work
  • Draw a picture
  • Watch body language for furrowed brows or glazed eyes
  • Ask open-ended questions to make sure they understood
  • When you have to repeat something two different ways and it's clear that they still don't get it then reach for the interpreter. 
This last point is important.  It's a glorious victory for a client when they can explain their needs without having to use an interpreter; they are one step closer to independence.  But don't ever let a client continue to struggle or leave with questions.  Use a phone interpreter service for five minutes at the end of the appointment to make sure all was understood.  Your time--and theirs--is worth getting it right.

Friday, March 4, 2011

Article review: The debate over remote interpreting


Recently an two interesting studies came out comparing various forms of interpretation.

The Annals of Emergency Medicine showed that on-site interpretation lead to greater patient and provider satisfaction.   This reinforces what on-site interpreters have known for years: there's something special about being in the room.  I was once told by a medical practitioner that over 70% of their diagnosis comes from the conversation before they ever touch a patient.  Wouldn't you want that conversation to be as accurate as possible, capture every gesture, every nuance?  Additionally, our health system is overwhelming and disorienting to many who are new to this country.  On-site interpreters provide a comforting presence to patients--a piece of the familiar in an intimidating new environment.

On the other hand, the another study in the Journal of Internal Medicine found that patients preferred to have simultaneous interpreters via a remote wireless feed.  Technology is revolutionizing our field.  Phone interpreter companies are growing exponentially, with national and international reach.  They are able to offer more languages and at a cheaper price than many local interpreters can afford.  In these lean economic times, that's an important consideration.  Also these jobs enable freelance interpreters who speak rare languages enough work to stabilize their income, leading to a professionalization of the field.  That's 100% fantastic.

Obviously, both articles found that trained, professional interpreters increased patient and provider satisfaction.  However, as a profession we have very little data as to the best practices of phone vs. on-site interpreters.  When does it make sense?   Which settings can use the phone, and which need an on-site interpreter?   What is key to good outcomes? And is satisfaction the same as good health?

These articles give us some marvelous first steps towards quantifying how we create good interpreting outcomes.  As a manager who advises hospitals about the best interpreting tools for the job, I look forward to more such studies.

Tuesday, February 22, 2011

Cure your cabin fever

March is looking to be a fun month!  All work and no play makes for dull minds, so you'll find us celebrating at two great events to raise money for two keystones of the Portland immigrant & refugee community. 

The first is Portland Public Schools' Rock Around the World event.  Proceeds go to support an intensive summer school of English  Language Learning students.  A great cause, but the party itself is worth the ticket price.  Great foods from many nations, and dance music from the U.S. and beyond.  Impromptu dance lessons abound, and there's no shame if you can't do the steps because it's guaranteed that everyone will be learning at least one new dance that night!  Date: Friday, March 11, 7-11 pm, Italian Heritage Center in Portland. 


The second is Immigrant Legal Advocacy Project's CeleSoirĂ©e, a night of art, music and food.  Few art shows are as fun as ILAP's.  There is live music (this year drumming by Jordan Benissan and flamenco by Olas--both will make you want to move your feet and clap your hands) and more delicious food than you can imagine.  And the silent art auction--so much, such talent!  ILAP's work has touched the lives of countless immigrant and refugee families in Maine.  Supporting an amazing organization and possibly winning some breathtaking art.  How can you go wrong?   Date: March 25th, 5pm-9pm at the Portland Company, 58 Fore Street in Portland.

See you there!

Monday, February 14, 2011

Trying to fade into the background

Interpreter of the Month: Hamideh Elhaei
This isn't Hamideh's ID photo. 

It is one of the many failed attempts at capturing Hamideh in an ID photo.  This is how Hamideh is most days--shy and quick to laugh.  Hamideh never, ever wants to be in the spotlight (in fact, she's probably going to kill me for posting this).   And like many good interpreters, she's happiest when she can do her job and people never notice that she's there.

Hamideh works the night shift, and more than once she has juggled two and three jobs come interpret for someone who needed her assistance.  No assignment is too large or too small for Hamideh.  "If they need me, I can go," she always says.

Most importantly, her compassionate heart is tempered with a fiery love of what is right.  While shy and reluctant to face confrontation, she also is brave and more than once has overcome her shyness to stand her ground ensure that someone got the care they needed. 

This month was a tough one for Hamideh, and she had many hard appointments that asked her to balance the interpreter Code of Ethics with pressures from the community.  She did well, but we know it wasn't easy.  We nominated her our Interpreter of the Month because we wanted to say "thank you" for all that she does and the heart that she puts into her work.  Thank you Hamideh; we see you!

Friday, January 28, 2011

Getting a new start

It's not easy to begin again.  It is common for refugees to arrive in the United States with only one bag of possessions.  Often their credentials and degrees from other countries do not transfer to our American system, and they are left with difficult choices about how they will work to support their family. 

Samuel "El Hag" Albino was once
a professor in Egypt.  He now works
as a CCME Language Partners
interpreter and a case manager
at Community Counseling Center.
(Image Source:Portland Press Herald)

Recently many of our interpreters participated in a job fair, aimed at solving this very problem.  Sometimes the most difficult barrier is just getting to know the right people.  Catholic Charities Maine and other community partners worked to organize an event where qualified refugees and immigrants could meet and network with industry leaders.  This event was the first of its kind. 


I'm excited about this new endeavor.  We're amazed daily at Catholic Charities Language Partners by the background and experience of our interpreters.  We have among our staff doctors, professors, nurses, architects, and engineers.  It is an honor to offer our positions as interpreters as a means for our staff to move back to the professional credentials they once had. As we all know, sometimes getting the right job is as much about who you know as what you know.  And getting to know these sorts of highly skilled refugeees is one of the perks of my job.  I'm glad that these industry leaders got the chance as well.

Thursday, January 27, 2011

It's more than being bilingual

Boston University's news outlet, BU Today, published an article about their professional interpreter training program and the role of interpreters in the hospitals and courts today .


Years ago, I enrolled at this same Boston University program because I knew that interpreting is more than being bilingual.  So many times, lives literally hang on the turn of our words; I wanted to be sure I was getting it right.  I remember my assessment test, and how my palms sweated--"Am I good enough to become an interpreter?" 


Today language testing is becoming standard practice among professional interpreters.  It is not enough to be bilingual, we have to know nuances and double-meanings, slang and technical jargon.  Every interpreter will tell you that's one of the things that makes our job fun--we never stop learning! 


As a user of interpreter services, stop to ask if your interpreter is language tested (and ask to see a copy of the results!).  Or work with a company like Catholic Charities Language Partners that provides a guarantee of quality screening and credentials.  If you are interested in learning more about interpreter credentialling, you can contact Language Access for New Americans (LANA), who is leading the movement in Maine towards more rigorous interpreter quality standards.


Yes, until we achieve state and national licensing of interpreters it will be cumbersome to check the credentials of every interpreter you use.  However, lives hang in the balance, and interpreting is more than being bilingual.

Friday, January 21, 2011

"Neither snow nor rain nor..."


Walaa Al Dabbagh


On December 27th, Maine was struck with a fierce blizzard. Some offices even began issuing cancellation notices the day before. The morning of the blizzard, while the rest of the state was still sleeping soundly, blanketed with over a foot of snow, Walaa Al Dabbagh went above and beyond the call of duty. She awoke early and began digging out her car. Scheduled to interpret for a surgery at 6:30am that morning, she called Malvina at 6:35am to tell her that she was very very sorry, she was going to be a few minutes late to her appointment. She arrived only 10 minutes late and then when she got there interpreted for not one, but two patients who needed interpreters that morning. A gold medal for reliability!

Thank you Walaa! On that snowy morning and every day, you are always a paragon of responsibility and dedication to the field. We thank you for all your hard work.

Walaa has earned herself a chance to win a registration for the IMIA Annual Conference this fall, and a Catholic Charities Maine messenger bag to carry her planner, dictionaries, and timesheets!

And a thank you to all of you who venture out in these snowy months, second only to the U.S. Postal Service are the Catholic Charities Interpreters! :)