Common Questions. Clear Answers.

Many clients do not need an access code because they have uniquely assigned dial in number. If you do need an access code, you can get this from the Implementation Team or Client Success Team.

We have an implementation department to oversee new client onboarding. You will be assigned to a dedicated implementation manager to work closely with you to configure your account to your exact preferences and introduce the new services through a customized training plan.

We service 300+ languages. You can find our list of languages codes on our website.

Our solutions are available 24 hours a day, 365 days a year.

Yes. Propio has a dedicated document translation team. We can help you translate from one language into English, or from English into another language. Our team can help with a wide variety of documents from legal to medical and internal to external.

Our Propio ONE app allows our video interpreters to send links to a client’s patient. Essentially eliminating the need for clients to use a telehealth platform when interacting with LEPs. Propio ONE is its own telehealth platform.

Connect with your interpreter over the phone as normal. Advise the interpreter you will need them to participate in your video conference. Provide the interpreter with required meeting information to dial into the meeting (such as phone number, meeting ID, password). The interpreter will place your phone call on hold while they 3rd party dial into the meeting. Keep the phone line connected for the duration of the meeting for billing purposes. Please ensure you “admit” the interpreter into the meeting if necessary and make sure all parties, including the interpreter, are not on mute. When the services are no longer needed, the interpreter will leave the meeting and disconnect the phone call.

Propio can work with you on integrations through your platform or allow our platform to coexist with yours.

Yes. Our Propio ONE app allows you to add participants to the room. In addition, all interpreters have the ability to add another participant to the call. Advise the interpreter who they will be calling and provide the correct phone number, including area code. The end-user should notify the first “live” person. If call is routed to r/o, the coordinator will have to place the third party dial out.

Yes. We offer LEP Direct Dial, which is a special dial in phone number specific for your Limited English Proficient patrons. Their call will connect directly to an interpreter who will greet them in the target language and then connect with your staff. This way, the Limited English Proficient patron and interpreter will already be on the phone when the call comes into you organization. It’s an overall better experience for both your staff and patrons!

Propio Language Services’ proprietary telephony and video platforms, in combination with a top tier telephony technology provider, allows us to provide our clients best-in-class over the phone interpretation (OPI) and video remote interpretation (VRI). As part of our ongoing mission to provide the best quality experience for our clients, our platform includes OPI call recording capabilities.

Propio call recordings are protected both while in-motion and at-rest using symmetrical AES256 encryption. The recordings are stored for up to 60 days before being automatically deleted from all platforms. Access to the recordings is controlled by a role-based security system and is granted only to authorized Propio personnel. All access requests are logged. Propio utilizes the recordings for internal quality assurance monitoring.

Propio is required to maintain compliance with HIPAA regulations, strict privacy, security, and confidentiality policies. Consequently, Propio does not provide call recordings to clients.

Call recordings are not available to be shared with clients due to HIPAA compliance regulations.

Propio strives to ensure a high-quality experience every time. For positive as well as constructive feedback including technical or telephone carrier issues, or interpreter issues and compliments. At the end of every call there is a 1-5 quality survey. We encourage all our clients to utilize this survey after every call. Low scores are evaluated by our Quality Control team and high scores are recorded as a metric on our interpreters’ scorecards. If you need to report a concern, please email as many details as possible to ClientServices@propio.com.

Here is a list of basic information that is helpful if included with every submitted concern:

• Number dialed in to
• Number dialed from
• Time zone
• Cell or landline
• Account number/access code
• Contact info: name, phone, email
• Date and time of call(s)

Propio takes our client’s security seriously. Because account information cannot be shared with anyone not on file in our records, it is important to have your designated account representative initiate all updates and changes. Our Client Success team is more than happy to assist, please send initial inquiries to ClientServices@propio.com. Please note, Propio will not make any update to an existing account without explicit instructions for the change via email.

Unfortunately, occasional disconnects will happen in the same way internet or tv connections can cut out momentarily. This is due to both parties telephony carriers. When a disconnect occurs please dial back in, the carrier will route differently and you will be connected in seconds.

Simultaneous interpretation can be useful for large virtual meetings or conferences. It requires a different skillset, which some Propio interpreters have.

If there is a need for a simultaneous interpretation session, please contact scheduledOPI@propio.com. In the request, please provide the details of the event with the number of participants, language(s), and skillset needed. We can leverage your conference platform.

Propio interpreters are all medically qualified. To be in our interpreter pool, you must pass our proprietary vetting process. Qualification leads to legal and medical certification for interpreters. 100% of Propio’s interpreters are medically qualified.

A sign language interpreter acts as a communication bridge between Deaf, Hard of Hearing, and hearing individuals, ensuring everyone has equal access to information. They interpret spoken language into sign language, like ASL, and vice versa, while preserving the message’s tone, intent, and meaning. This enables Deaf individuals to fully participate in conversations, events, and daily interactions across various settings, including education, healthcare, legal proceedings, and workspaces.

Interpreters not only facilitate communication but also support accessibility and cultural understanding. They help bridge the gap between the Deaf and hearing communities by conveying language and cultural nuances. Their work often requires adaptability as they navigate dynamic environments with complex topics, multiple speakers, or emotionally sensitive situations. They may also need specific terminology knowledge in specialized fields like medicine or law to ensure accuracy.

Professionalism and ethics are at the core of an interpreter’s role. They maintain strict confidentiality, remain impartial, and continually develop their skills to meet industry standards. By promoting inclusion and equality, sign language interpreters empower Deaf individuals to engage fully in society and contribute to creating a more accessible and inclusive world.

Getting a Deaf person’s attention is about being respectful and mindful of their need for visual or tactile cues. Here are some practical and culturally appropriate ways to do so:

• Wave Your Hands:
  • Use a gentle wave within their field of vision.
  • This is the most common and polite way to get a Deaf person’s attention.

• Tap on the Shoulder:
  • If you are close enough, a gentle tap on the shoulder is acceptable.
  • Be sure it is light and not starling.

• Flick the Lights:
  • If you are in a room with light control, flicking the lights on and off briefly is an excellent way to get attention.
  • This is particularly useful in larger gatherings or group settings.

• Ask Someone Nearby:
  • If none of the above are possible, you can ask someone closer to the Deaf person to help get their attention.
• Use Technology:
  • If they are not in the same room, send a quick text, use a messaging app, or use a visual notification system if available.
• Essential Tips to Remember:
• Be Patient: Don’t expect immediate attention; give them time to notice you.
• Respect Personal Space: Do not grab or pull someone to get their attention, as this can be seen as intrusive or disrespectful.
• Use Visual Signals: Ensure you are visible and well-lit when getting their attention.

• Speak Clearly and Naturally:
  
  • Over-enunciation can distort words and make them harder to understand.
  • Shouting changes your lip patterns and can make lipreading more difficult.

• Face the Person Directly:
  • Stay in their line of sight. Make sure your face is fully visible.
  • Maintaining eye contact helps keep attention and shows that you are engaged.

• Ensure Good Lighting:
  • Make sure your face is well-lit and avoid backlighting or dim environments.
  • Stay in a place where the light hits your face directly.

• Use Simple and Clear Language:
  • Use straightforward words and phrases when possible.
  • If the person doesn’t understand, rephrase your sentence instead of repeating it verbatim.

• Be Mindful of Visual Barriers:
  • Avoid covering your mouth.
  • Minimize gestures near your face.

• Provide Context:
  • Start with the topic of the conversation to give the person context for guessing words.
  • Use facial expressions to gestures to help convey meaning.

• Be Patient and Attentive:
  • Lipreading is challenging and requires effort. Be patient if they need clarification.
  • Gently check if they have understood by asking or observing their response.

• Offer Alternative Communication Methods:
  • If lipreading isn’t enough, offer to write things down or use a device to type.
  • If you know sign language and the person is familiar with it, use it to enhance communication.

• Reduce Background Noise:
  • Background noise can make lipreading and concentration harder.
• Ask for Feedback:
  • If they need help understanding, ask how you can better support their communication needs.

Key Takeaway:

Communicating with lipreaders is about being transparent, patient, and attentive to their needs. Creating an inclusive and supportive environment can enhance understanding and foster positive interaction.

• Speak Directly to the person.
• Don’t ask the interpreter to omit anything.
• Do recognize all information discussed is confidential.
• Don’t ask the interpreter to interject personal opinions.
• Provide good lighting, even if auxiliary lighting is necessary.
• Be aware that interpreting is physically and mentally fatiguing to both the interpreter and the client.
• Check for breaks as needed.

Having sign language interpreters at your conference ensures that it is accessible and inclusive for Deaf and Hard-of-Hearing participants. Interpreters bridge the communication gap, allowing Deaf attendees to fully engage with presentations, discussions, and networking opportunities. Providing interpreting services demonstrates your commitment to accessibility and compliance with legal requirements, such as the Americans with Disabilities Act (ADA). It also fosters a welcoming environment where all attendees can share ideas, learn, and contribute equally regardless of their hearing ability. Including sign language interpreters enhances the overall experience for everyone by promoting diversity and inclusion at your event.

Propio is one of the largest sign language interpreting agencies in the southeast United States. We work with the specific theme of your conference (e.g., technical, medical, educational) as well as your audience to ensure the best match among its top-notch interpreters. You will also have a Conference Coordinator to work with you from the beginning at no additional cost (excluding on-site coordination).

Yes. Propio is a leader in providing trilingual interpreting services. You will need a trilingual interpreter in the following scenarios:

• The spoken language of your conference is English and you have a Deaf/Hard of Hearing attendee whose first and second languages are ASL and Spanish.
• The spoken language of your conference is Spanish and you have a Deaf/Hard of Hearing attendee.
• You have a presenter who uses ASL and your audience speaks Spanish.

Propio has highly qualified trilingual interpreters to cover your event.

Working over 100 conferences per year, Propio’s interpreters are current in both skills and topics. Propio only assigns well qualified interpreters to conferences. You can rest assured that the interpreters covering your event are highly skilled and follow the NAD-RID Code of Professional Conduct. This guarantees not only quality, but also confidentiality.

All conference events that have Deaf participants should be fully accessible. At times this means being interpreted. Conference activities that should be accessible include and are not limited to:

• Registration
• Workshops
• Opening and Closing Sessions
• Seminars
• Major Presentations
• Award Presentations
• Plenary Sessions
• General Programs
• Banquets / Receptions / Luncheons

Sign language interpreters should be placed in a well-lit area in the line of sight between the Deaf/Hard of Hearing attendees and the presenters. All conferences and meetings have different sized rooms and vary in the number of attendees. Propio’s professional interpreters, along with your Deaf/Hard of Hearing attendees, can assist you with specific placement on-site so that your attendees have full access to the information.

The number of sign language interpreters you need depends on the length, complexity, and nature of the event or assignment:

• Short Assignments (Less than 1 Hour): Typically, one interpreter is sufficient for shorter, straightforward assignments.
• Long Assignments (1 Hour or More): You will need at least two interpreters. Interpreters work as a team to prevent fatigue and maintain accuracy, usually alternating every 20-3o minutes.
• Complex or Fast-Paced Events: Two interpreters are recommended regardless of the duration for events with dense or technical content, such as conferences or legal proceedings.
• Multiple Locations or Breakout Sessions: You will need interpreters for each session or breakout group.
• Deaf/Blind Participants: You may need additional interpreters trained in tactile interpreting.

A team of sign language interpreters is needed to ensure communication accuracy, effectiveness, and sustainability during extended or complex assignments. Interpreting is a mentally and physically demanding task that requires intense concentration, rapid processing of information, and precise delivery in two or more languages. To maintain quality, interpreters typically work in 20- to 30-minute intervals, alternating between interpreting and resting. This rotation helps prevent mental fatigue and ensures the interpretation remains clear and accurate throughout the event.