Policies and Procedures

Service Agreement

SLRS requires a standard service agreement which outlines our rates, policies and procedures and does not bind you to us in any way. We want to earn your business. If you are new to SLRS and need a service agreement, please contact our office.

Cancellation Policy

SLRS incurs the cost of the interpreter(s) if the assignment is canceled in less than 24 hours, for any reason. Any order canceled, rescheduled, or if the interpreter wasn't used/needed in less than 24 hours from the assignment start time, you will be billed as outlined in the service agreement or contract. Cancellations cannot be taken after close of business, or by using our emergency paging service. Cancellations will be received during normal business hours and processed by their time stamp either by phone, voicemail or email.

Deaf Interpreters

American Sign Language is a true language which does not mimic or rely on another language to make it complete. It is widely considered to be the natural language of the Deaf. Most (hearing) Sign Language interpreters' first language is spoken English. Generally speaking, only a Deaf person is a native speaker of American Sign Language and is culturally Deaf. There are situations, both linguistic and cultural, which require a Deaf interpreter: arrests, serious mental health, child welfare, etc. Some individuals have language needs which require the finesse that can only be provided by a person who is a native master of American Sign Language and is culturally Deaf.

Port-to-Port (travel time)

If the interpreter must travel close to or over 100 miles round trip, the booked time will be calculated to begin when they leave their home the assignment duration, and the booked end time will be calculated when they arrive back home.

Assignments Requiring a Team of Interpreters

Most assignments longer than 1.5 hours (continuous language processing) will require 2 interpreters working together as a team. Some assignments will require a team of interpreters no matter the length based on the information being processed. SLRS will determine how many interpreters the work requires.

HIPAA

SLRS is responsible for compliance with the provisions and obligations set forth in the Business Associate Agreement executed by the parties, including all interpreters, staff and subcontractors, to comply with HIPAA requirements. Each party will only be held responsible or liable for compliance with the requirements of HIPAA or the Business Associate Agreement obligations that apply to them. Neither will be held responsible for complying with the legal and regulatory obligations of the other party.

Interns

SLRS assists interpreters, or interpreting students on developing their skills and gives the opportunity for them to shadow and/or work alongside a professional interpreter. SLRS will ask the company and the Deaf person, prior to the assignment, if interns are permissible. Some interns are already certified and must abide by NAD/RID Code of Professional Conduct. Some interns are not yet certified, including those who have EIPA assessments; SLRS requires all uncertified interns to sign a Confidentiality Statement agreeing to keep all assignment information confidential. If permission was given and for any reason either party does not want an intern present, you have the right to ask the intern to leave.

Grievance against an interpreter

When a complaint is received, SLRS will first attempt to resolve the grievance informally. In the event a solution cannot be found, SLRS will inform the consumer of their rights to file a formal complaint. If the consumer wishes to file a formal complaint, the following procedures will be followed:

1. The consumer must submit the complaint in writing or recorded.
2. A copy of the complaint will be sent to the interpreter in question for their explanation.
3. The interpreter has 15 days to respond, in writing or recorded.
4. If the interpreter does not respond, disciplinary action will be based on the original complaint.
5. If the interpreter submits a response, the CEO will evaluate the circumstances, discuss with the parties involved, and decide on a course of action

Disciplinary actions may include:
• Interpreter will not be used for services to the complainant
• Interpreter receives a verbal warning
• Interpreter receives a written warning
• Interpreter may have a probation period
• Contract or Employment may be termination

The interpreter will have 30 days from the date of disciplinary action to appeal the decision. The CEO will establish an advisory panel to review the complaint and determine the best course of action, and that decision will be final.