Part 1: Understanding Our Current
Interpreter System from all Points of View
The purpose of the June 17, 2004 was to create a venue for
open and honest discussion among the six sectors that provide or
utilize interpreter services in the Washington State Medicaid
broker interpreter system: DSHS-MAA, Paratransit (the broker
responsible for the region that includes Thurston, Mason, Lewis,
Grays Harbor and Pacific counties), language agencies,
interpreters, providers, and LEP clients.
Six presenters consisting of a language agency, a medical
interpreter, an LEP client, the broker, and DSHS presented
information about the broker system from their perspective and
experience. The participants were then divided into four groups
that listed the strengths and weaknesses of the system based on
panel presentations and personal experiences. The event ended
with each group presenting their findings including
recommendations for how to improve or change the system.
Conclusions:
The three highest ranked strengths identified were:
-
Washington State is one of only seven states that has
committed funds to pay for interpreting services
-
Reimbursement policies have improved as of January 1,
2004
-
A structure for interpreter services does exist
The three highest ranked weaknesses identified were:
-
Too many gaps in communication
-
Inflexibility of the system
-
DSHS Certification Process and Exam
The focus of the next two events was determined based on the
above findings.
Final report
Part 2: "Lost in Interpretation”. An Interactive Effective
Communications Workshop
The event opened with a test of the participants’ knowledge
of the DSHS interpreter broker system, a visual of the current
flow of communication within the system, and an explanation of
the process that occurs when a DSHS certified medical
interpreter is requested.
The interactive workshop began with a silent communication
exercise, followed by a primer on communication techniques.
After basic principles of communication were presented, the
attendees participated in several interactive activities that
actively demonstrated the principles. The “Out of this World”
exercise demonstrated the dangers of miscommunication and
erroneous perceptions based on assumptions. The “I’s Have It”
exercise clearly demonstrated how difficult it is to put aside
our own ideas and agendas in order to focus on the other person
involved in the conversation. In addition, two volunteers were
used to demonstrate good listening techniques that aid in
effective communication.
Each attendee participated in a short exercise on written
communication with the key points being clarity, brevity, and
simplicity. The fact that written communication is interpreted
in a cultural context is often forgotten and may cause confusion
for a non-native reader.
The participants were then divided into groups and were
instructed to create a communication chain that would improve
the communication within the DSHS broker system. Several
interesting scenarios were presented.
Conclusions:
- More than one diagram placed more resources and emphasis
on communicating directly with the Limited English
Proficient (LEP) population about the system, than is
currently occurring
- The majority of diagrams eliminated the broker or placed
the broker in a position of less importance in the chain.
- One group created an advocacy center to help the LEP
clients, interpreters and
broker communicate and resolve problems
- One group focused on the fact that medical interpreters
are not trained. They felt
that community colleges play a role in assuring quality
interpreters who can then work for DSHS, Labor and
Industries, providers, language agencies, etc.
The report of the event will be posted next week.
Part 3: Medical Interpreter Training & Certification
This event commenced with a presentation about certification,
a vital component of a complete quality assurance process.
“Certification” was compared to “assessment” and the steps in
developing a certification process and test were outlined.
Information was shared about what different states require or
are developing, and the current national discussions around this
topic were highlighted.
Next, the counsel for the plaintiff explained the landmark
legal case Luisa Reyes vs. the State of Washington DSHS from
1991 to provide the historical background of why and how
Washington State came to have an interpreting certification
examination. The consent decree, outlining the requirements for
DSHS compliance, was reviewed and distributed.
The third presentation focused specifically on the process
that was used to develop the certification examination that is
currently being used by DSHS in WA State. The purpose for the
written and oral portions of the test was provided, as well as
some information about how the examinations are scored. In
addition to the overall passing rate for both tests, pass rates
for Spanish, Vietnamese, Cambodian and Laotian were provided.
The last speaker presented the newly developed DHSH proposal
to launch a pilot for an alternative method of testing
individuals of specific language groups. This proposal is
addressing concerns of certain language agencies that expressed
a lack of certified interpreters in certain languages to cover
the requests.
After the individual presentations, an expert panel began the
facilitated group discussion with individual comments. The group
discussion that ensued included probing questions, intriguing
dialogue, and passionate commentary.
Conclusions:
- Training is essential for quality interpreting and
should be a pre-requisite to taking any certification
examination
- There are significant concerns around DSHS looking at an
alternative method of
testing due to a lack of certified interpreters – is this
“lowering the bar?”
- Is the issue really not enough certified interpreters or
is the issue an economic
one? Many certified interpreters are employed in other
careers because it’s nearly impossible to make a living wage
as a full-time interpreter.
The report of the event will be posted in the near future.
Part 4. Getting Organized for Long-Term Change
Friday, April 22, 2005
Lacey Community Center
Woodland Creek Community Park
6729 Pacific Avenue SE, Lacey, WA
Download event flyer here
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