WordBridge On-Demand Implementation Update
Attention Vocational Firm Managers: Please share with your staff.
Thank you for your patience and collaboration during the implementation of WordBridge On-Demand.
The CTS Language Link contract has been extended through the end of June. However, these services are only to be used as a backup when SOSi cannot secure an interpreter. Please note that the CTS phone number 844-303-7212 was deactivated yesterday. VRCs must start the request through WordBridge. SOSi will make every effort to secure an on-demand interpreter. If an on-demand interpreter is not secured, SOSi will transfer the call to CTS Language Link.
On Monday, SOSi received 170 calls. Out of these calls, they were not able to secure an interpreter for 10 requests (4-Spanish, 1- Dari, 1- Cambodian, 1- Farsi, 1- Russian, and 2- Unknown). SOSi and L&I are closely monitoring the unfulfilled requests and SOSi has increased their recruitment efforts.
SOSi is also addressing the issue of extended hold times to get to an operator. In the meantime, please have worker on the line and have the following information ready before calling WordBridge to be connected directly to an interpreter:
- Your WordBridge account ID
- Clinic/vocational firm name
- Claim number
- Worker’s first and last name
- Date of injury
- Employer name (for self-insured claims only)
We also understand the need to have an interpreter for the initial contact with the worker. If you don’t have the worker on the line, SOSi can call the worker. If the worker does not answer the phone, a bilingual SOSi operator will be able to leave a voice message for the worker in Spanish. SOSi is updating their process to allow an interpreter to leave a message for the worker for all other languages.
Reminders:
- Only use WorkBridge on-demand for immediate telephonic interpretation needs. All scheduled appointments must be requested in advance through the WordBridge portal.
- If SOSi cannot secure an interpreter for a scheduled appointment, you may call WordBridge on-demand at the time of the appointment to secure an on-demand interpreter.
- When appropriate and if possible, for rare languages, schedule the appointments as far in advance as possible to give SOSi time to secure an appropriate interpreter.
Send any feedback and concerns to:
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