FAQs - ASL

If your question does not appear on this FAQ sheet, please reach out to our Kelly Talent Care team for more information at 33UL@kellyservices.com. The scheduling team is made up of one manager, one scheduling team lead, and scheduling coordinators. All of these are considered supervisors. 

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 10-hour requirement, for example, we would need 5.5 hour shifts 2 days a week.

Below are some examples:

Question. How are my break times calculated? 

Answer. Break times are calculated based on a region’s labor law. There are two different types of breaks: 15 minutes and 30 minutes. See below for how breaks are calculated based on the length of a shift. 

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 33uL@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. How am I notified when a shift is published? 

Answer. Interpreters will be notified that their shifts are published via email and notification on the Deputy app. Please make sure to check your email and application frequently to see updates.   

Question. Why does Deputy show my schedule in a different time zone? Can I change my time zone to reflect where I live?   

Answer. Deputy is standardized to show all schedules in Pacific Standard Time. You will not be able to update your Deputy to reflect your time zone. All times provided to 33uL@kellyservices.com must be in PST, as we only operate on PST.  Please see the chart below for example conversions:

*All shifts are equivalent.

Question. Can I log out or go unavailable 10-minutes prior to the end of my shift to ensure I can log out at my scheduled end time?

Answer: No, INTs are not permitted to go unavailable 10-minutes prior to the end of their shift. INTs are expected to remain online and available for the full duration of their shift. If an INT goes unavailable at the end of their shift this time will be deducted from their timesheet. This also means INTs are not permitted to log in early in order to log off early. All INTs must adhere to their posted schedule in Deputy.

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. Can I pick up additional shifts on deputy?   

Answer. Yes. Interpreters can pick up open shifts in Deputy to add hours to their schedule. Please note unscheduled shifts are not permitted under any circumstance. If there is an “Open Shift” in Deputy, that means it is available to pick up. Below are the instructions on how to pick up a shift in Deputy: 

To pick up an open shift, please follow the below instruction. Deputy will show you the shift you are able to pick up. 

1.         Go to deputy. 

2.         Open your “dashboard.” 

3.         Click “Available Shifts” button. 

4.         Select the “shift” you would like to cover. 

5.         Click “Claim Shift” 

After clicking on the “Claim Shift”, you will receive a notification to your email. Please note that by picking up a shift. You will be obligated to fulfil the entire shift. However, if you are only able to pick a partial shift, you may email 33uL@kellyservices.com so that we may manually adjust the shift and add it to your schedule. This will help protect your adherence. Deputy will only allow you to pick up shifts that are able to be added to your schedule. Deputy will not allow you to pick up open shifts if they would put you over 8 hours in a day, over 40 hours in a week, overlap with your current schedule, or do not provide adequate rest periods between your existing shifts. If you do not see any open shifts, it is because one or more of these blocks are preventing Deputy from seeing and adding those shifts to your schedule. 

Question. If I need to book time off, do I use the unavailability option within Deputy?   

Answer. No. The unavailability tab is only for Kelly Staffing Advisors to use. If you need a full day off, you will request a leave in Deputy by following the below steps. (Keep in mind that by requesting the leave, you agree that you cannot work during this time.) 

1.        Go to deputy

2.        Go Me

3.        Go to Request Time off

4.        Go to Leave and enter the dates that you want off. Select the box "All day." Please note you must select “Leave.” The unavailability feature is not supported in Deputy.

5.        Select leave type “unpaid-leave”

6.        Notified manager(s) “You can select: Ashley Campbell and/or Kaitlyn Root”

7.        Click “Add”

Notes: Partial leaves CANNOT be approved in Deputy.

Leaves will always be subject to review and may not be approved same-day or for new talents during their first 90 days. 

Question. How do I request time off for a date that a schedule has not been published for?   

Answer. If a schedule has not been posted yet, you will need to indicate the days you will be unavailable by using the “leave” tab in Deputy. If you will need a partial leave for a date not yet published, you will wait for that month’s schedule to be released and then send an email to 33uL@kellyservices.com requesting your partial leave.   

Question. What do I do if I have an emergency and cannot work my shift that day?   

Answer. If you are unable to work a shift because something unexpected happens the same day or a couple of hours before your shift starts, please “offer” the shift(s) in Deputy. Make sure that you are offering the shift by using the steps below. It is also important to note that these options are for urgent and unexpected matters.  It is not meant to be used on a regular basis (i.e. weekly, monthly) and should only happen on rare occasions. 

1. Clicking on the shift the want to “offer” 

2. Click “Can’t work” 

3. “Offer” shift 

4. Email 33ul@kellyservices.com indicating the reason why you have offered you shift. 

Please note if your shift is not picked up by another INT you do remain ultimately responsible for that shift and those hours. 

After offering your shift, please be sure to email 33uL@kellyservices.com to let us know as well. 

Question. What do I do if I have to arrive late or leave my shift early?   

Answer. If you ever must arrive late or leave early, please proceed by adding a note in the comment section of your timesheet as follows: “(Date) log in/out at (time) due to a (Reason).”  The note would help with your adherence and would help the timesheet team to approve your entered hours. Please also email us at 33uL@kellyservices.com and let us know you will be noting your timesheet. This is so we can also enter a note in Deputy for you. 

The comment box is right beside the submit button, before clocking out your timesheet. Please note that you won’t be able to offer your shift or request a leave as you have already started your shift or will start the shift mid-way. 

Question. Will I be scheduled on statutory holidays, or do I need to request time off for statutory holidays? 

Answer. Yes. Language Lines Solutions is a 24/7 365-day operation.  However, on most major holidays there are reductions to the required number of shifts needed. If an interpreter would prefer not to work over the holiday, please request a leave a month prior to the holiday to make the appropriate accommodation. If it is less than one month before the holiday, interpreters may have to offer their shift based on staffing reductions. 

Question. Why are there changes to my timesheets?   

Answer. If the hours on your timesheet do not match the hours logged through the interpreter application, then changes will be made to resolve discrepancies. Changes can be made to a timesheet if there has been inaccurate reporting of an interpreter’s hours. This can arise due to technical issues with the app, changes to break times due to back-to back calls, or changes to their daily schedule (e.g., medical appointment). 

These changes are verified through Kelly’s Payroll clerk informed by the system database. 

Please note we do not tolerate submission of inaccurate timesheets. If you are found to be logging hours on your Deputy timesheet when you are not working, you may be subject to disciplinary action. 

Question. Why is my timesheet marked as pending?

Answer. Our Timesheet team will have until end of day on the Monday following the work week to adjust and approve previous week timesheets based on the activity tracker or call logs one you go live.
Please wait until a timesheet is marked as approved to email 33ul@kellyservices.com with questions regarding your timesheets. 

Question. Can I update my Deputy profile to my preferred name?   

Answer. We request that interpreters do not change their names in Deputy. Furthermore, it is mandatory to leave the six-digit number that follows an interpreter’s name (e.g., John Doe*123456). This is your Deputy identification number that Kelly uses to confirm an interpreter’s worked hours. If you have a different preferred name, please email 33uL@kellyservices.com to have it added to your profile. 

Question. What happens if I can’t work my schedule or leave early often? 

Answer. Not working your schedule as it is posted in Deputy can affect your adherence and occupancy. Our Talent Advisors do run reports weekly, and we operate on a 3-strike policy. Failure to adhere to your posted schedule without proper notice or excuse notes can result in disciplinary action or even contract termination.

Question. When can I transfer a call during my shift or at the end of it? 

Answer. Per LLS guidelines, ASL INTs may transfer a call after 30-minutes of continuous interpreting. This means an INT must be continuously signing without breaks for 30 minutes. In these cases, following the 30-minutes of signing an INT may conduct a soft transfer to disconnect the call. This transfer must be reported using a call report and the situation must be emailed to 33uL following the shift. 

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. We will be happy to help you with any questions or concerns you may have!