FAQs - ASL

Question.  What are my actual work hours?   

Answer.  Example - “I can work 40 hours per week, but I was only scheduled for 37.5 hours a week”.  We can only schedule INTs for a maximum of 8 hours per day. A 30-minute break is required for every shift 5 hours or more. This would mean to meet the minimum 15-hour requirement, for example, we would need 5.5 hour shifts 3 days a week.

Below are some examples:

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Question. Why do I have some breaks that are paid and others unpaid?   

Answer. In the United States, employers can assign employees a meal period that lasts for at least 30 minutes. During this time, the employee is not paid. The employee must be completely relieved of his or her duties during this time. 

In the United States, employers can also assign employees a short break throughout the day that can last for 15 minutes. Small rest breaks like these promote efficiency in the workplace and are part of an employee’s regular working hours, which means the employee must be paid during this period. 

Question. Why did I not get the hours I preferred?   

Answer. We do operate based on client need, and we are provided hours by our client based on current staffing. When a Kelly Scheduling Coordinator posts a schedule, they use the interpreter’s availability which is given to the Kelly Recruiter. If an interpreter’s availability states that they can work from 0500-1700 PST, the Scheduling Coordinator selects shifts that fit within that time range based on client need to satisfy the hourly staffing requirements as defined by Language Lines Solutions. To secure the hours an interpreter prefers, please be as specific as possible when advising the Kelly Recruiter when you are available.  

Question. Does my availability guarantee me the same hours week after week? 

Answer. The Kelly Scheduling Coordinator will schedule interpreters as close to their availability as possible. Kelly Scheduling Coordinators release interpreter schedules monthly. Interpreters are locked into their schedules for the entirety of the following month. Please note schedule change is not allowed during the first 90day probation period.

Question. Can I change my availability week by week? 

Answer. No. An interpreter gives the Kelly Recruiter their availability, which is used to create schedules on a monthly basis.  Weekly schedule changes are not permitted. Please note schedule change is not allowed during the first 90day probation period.

Question. Can I update my availability on a month-by-month basis?   

Answer. We do allow ASL INTs to adjust their schedules monthly. Once a schedule change is requested, it will go into effect with the next month’s schedule posting. Schedule changes are posted the first week of the month prior to the month being posted. Schedule changes must be submitted the week before the posting to be considered for approval. For example, the schedule for March will be posted the first full week of February, so changes would have to be submitted the last week of January. Please note schedule change is not allowed during the first 90day probation period.

Question. When will my shift be published?   

Answer. Upon completing web modules and receiving access to the mobile app, interpreters will give their availability to their recruiter. When interpreters join the Kelly Team, they should receive their first schedule within 24 hours of providing the Kelly Recruiter your availability. Following an interpreter’s first schedule, new schedules are posted at the beginning of each month. Please speak with a Scheduling Coordinator for more information by reaching out to INTscheduling@kellyservices.com.   

Question. How often do we get new schedules?   

Answer. ASL Interpreters can change their schedule monthly. Please note schedule change is not allowed during the first 90day probation period.

Question. What do I do when I am scheduled to take a break but am still on the phone with a customer?

Answer: We encourage interpreters to take their breaks as close to their scheduled time as possible. If interpreters take long calls or back-to-back calls, which cause delays in break times, please take your break immediately following the call.

Question. What should I do if my LEP can communicate on their own? 

Answer. If an LEP can communicate with the client on their own, you are permitted to mute yourself to prevent limiting the communication between the LEP and client. If you are ever using the mute feature, you must make a call report following the call, note your timesheet of this occurrence, and email 33uL to notify the team as well. 

Question. How long should I remain on hold with a client?

Answer. If a client places you on hold INTs are expected to exhaust all efforts to reach the client and LEP. If the client and LEP continue to keep an INT on hold the call may be disconnected. Following this disconnection, a call report must be made, a note must be left on the timesheet following the shift, and an email must be sent to 33uL following the shift so a note can be made.

Question. I sent an email and offered my shift, why am I still appearing on the adherence report?

Answer. If an offered shift is not picked up the INT does still remain responsible for that shift and those hours. If coverage was not found for a past shift an excuse note would need to be provided to excuse the absence. Please note the following can fully protect your adherence: be on an approved leave, have an offered shift be picked up by another INT, or provide an excuse note.

Please note we operate on PST time only. All interpreters are expected to make the proper time zone conversions for their shifts as necessary. If there are ever any questions regarding your schedule or adherence, please email us at 33uL@kellyservices.com or INTscheduling@kellyservices.com. We will be happy to help you with any questions or concerns you may have!