Do you need an interpreter when there’s no one available for in-person interpretation?
You have TWO options: PHONE OR VIDEO interpreters.
VIDEO: There are Stratus iPads located throughout the clinical units. For the units that have an iPad, your department account number (or dept. code) is already listed on the iPad for your convenience. If you are borrowing the iPad from another unit, please use your own department number; department ID numbers are on the iPads.
PHONE: To call a Certified Languages International (CLI) phone interpreter:
In Hospital: 1-888-304-0761
Physician Clinics: 1-888-311-9193
These phone numbers help the billing department know who to charge. Please use the appropriate number.
Are you experiencing issues with the video or phone interpreters? NOTE: You may experience a short delay in being connected to an interpreter for both video and telephonic interpreters related to the language requested or the number of requests the call center is handling.
- Check the Wi-Fi connection. Make sure it is connected to “SCLHS” and not “SCLHS_PUBLIC.” The Stratus application will not work on an unsecure Wi-Fi connection.
- Reboot. Turn the iPad off and back on. The button is located on the upper left-hand side corner of the iPad. Many times, this will resolve the connection problem.
- If it is still is not working, call the Stratus customer service line at 1-855-633-1231 if the time/situation permits. Do not call TAC, the iPads are managed by Stratus.
- If the need is urgent for interpreter services, call the CLI, the telephone interpreters.
- If you are calling the CLI phone interpreters and it rings continuously, please hang up and call again.
- If you hear static on the line, ask the interpreter if he/she is using a headset and if they can remove it for better sound quality.
- If you hear abnormal background noise and it is interfering with the interpretation session, please let the interpreter know that you are having problems with the connection and to transfer you to another interpreter or end the call and redial.
In order to ensure these issues are being taken care of in a timely manner, please forward ALL concerns with the video and telephone interpreters to Lidia Puga at 303-498-1905 or email at Lidia.Puga@sclhealth.org and report the date/time and location for follow up. Short training sessions can be arranged to review the interpreter devices and resources if you are interested either in a group or one-on-one. Please contact Lidia Puga for further details.