How should a dispatcher handle calls requiring interpreter services using TTY or video relay?

How should a dispatcher handle calls requiring interpreter services using TTY or video relay?

• A. End the call and switch to English
• B. Transcribe the call in English only
• C. Engage the appropriate relay service, ensure accurate translation, confirm key facts are understood, and document language
• D. Ignore language barriers

Answer: (C)

When a caller needs interpreter services, use the relay service that fits their needs (TTY or video relay) so communication stays clear and accurate. The dispatcher should connect with the appropriate relay, allow the interpreter to convey messages in real time, and work with them to confirm essential details. Focus on key facts such as location, nature of the emergency, caller identity or contact number, and any hazards or medical conditions, and have the interpreter verify these facts with the caller to ensure understanding. Finally, document the language used and the relay service details in the call record so the encounter is properly recorded and accessible for follow-up. This approach preserves accuracy, safety, and compliance, whereas ending the call, transcribing only in English, or ignoring language barriers would undermine the caller’s safety and rights.

When a caller needs interpreter services, use the relay service that fits their needs (TTY or video relay) so communication stays clear and accurate. The dispatcher should connect with the appropriate relay, allow the interpreter to convey messages in real time, and work with them to confirm essential details. Focus on key facts such as location, nature of the emergency, caller identity or contact number, and any hazards or medical conditions, and have the interpreter verify these facts with the caller to ensure understanding. Finally, document the language used and the relay service details in the call record so the encounter is properly recorded and accessible for follow-up. This approach preserves accuracy, safety, and compliance, whereas ending the call, transcribing only in English, or ignoring language barriers would undermine the caller’s safety and rights.