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Need immediate interpretation services (phone or in-person)
Is the language known? If the language is known:- Find a contracted provider for that language.
- Provide the worker's claim number or Personal Health Number (PHN), full name and date of birth. The provider will take care of the referral form.
If the language is not known:- On the phone: Call a provider using the contracted provider list.
- In-person: Attempt to identify the language with the worker using the New Language Identification Chart. If it is still not clear what language is needed, call any provider's general number and conference them in to identify the language. The provider will take care of the referral form.
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Administrative tasks
Note: For 911 Interpreters Inc., refer to the Library/Internal Resources tab for the access code that is required to access services.
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Interpreter to attend a meeting or appointment
- Assess the language. If it is unknown, refer to the Need immediate interpretation services (phone or in-person) section.
- Find a contracted provider on the list.
- Complete the Interpretation Referral and Confirmation form (FM779C or C779). To have the provider inform the worker about the appointment, check the message relay box on the form.
- Fax or email the form to the provider. Call the provider if it is an urgent request.
- Discuss service expectations with the worker and interpreter. Review the ‘Your role as an interpreter’ and ‘Interpretation services” documents in the procedures resource library for further information.
- Cancel the appointment, if required.
If a non-contracted provider is being considered, continue to the Non-contracted provider approval section.
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Administrative tasks
Refer to the internal Resource Library for a list of contracted providers. When the in-person service requires the interpreter to travel to Edmonton, Calgary or out of province, the provider will obtain approval from the Health Care Strategy consultant for accommodation, air travel or vehicle rental costs. Any other costs will require decision maker approval. WCB is charged a fee for cancellations with less than 24 hours' notice and for no shows. Refer to the internal Resource Library for details.
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Relay a message to a worker
- Assess the language. If it is unknown, refer to the Need immediate interpretation services (phone or in-person) section.
- Find a contracted provider on the list.
- Complete the Interpretation Referral and Confirmation form (FM779C or C779).
- Fax or email the form to the provider. Call the provider if it is an urgent request.
- Review the provider's response and confirmation. If request is denied, send a referral to another provider.
If a non-contracted provider is being considered, continue to the Non-contracted provider approval section.
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Administrative tasks
Refer to the internal Resource Library for a list of contracted providers.
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Have a document translated
- Assess the language. If it is unknown, refer to the Need immediate interpretation services (phone or in-person) section.
- Find a contracted provider on the list.
- Complete the Interpretation Referral and Confirmation form (FM779C or C779).
- Fax or email the form to the provider. Call the provider if it is an urgent request.
- Review the provider's acceptance of the request.
- Fax or email the provider the document(s) to be translated after confirmation.
- Monitor for the provider to send back the translated document(s) to file on the Printed Material Interpretation form (C1206).
If a non-contracted provider is being considered, continue to the Non-contracted provider approval section.
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Administrative tasks
Refer to the internal Resource Library for a list of contracted providers. When translating a letter, make sure it is written in a conversational style that is easy for someone with intermediate-level English to understand.
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Non-contracted provider approval
If a contracted provider cannot be found (rare), contact the Health Care Strategy consultant to discuss hiring a non-contracted provider. If a contracted provider cannot be found (rare), or the decision maker or worker wants to use a non-contracted provider, confirm the following: - Will the non-contracted provider submit reporting?
- Will the non-contracted provider follow WCB rates? If not, what rates will they invoice?
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Administrative tasks
If using a non-contracted provider, the Medical Aid team sends the invoice (MINV) to the Health Care Strategy consultant for approval. Once approved, the Medical Aid team processes the payment using the payment code EX14.
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