FAQs - SPA

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 and TSR regarding when you are available.  

Question. Can I change my availability week by week? 

Answer. No. An interpreter gives the Kelly Training Advisor their availability which is used to create schedules on a monthly basis.  Schedule changes can only be requested every 90 days. The schedule would not start until next schedule posting. Since changes can't be made to an already posted schedule.

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

Answer. We do not allow monthly schedule changes. Interpreters are locked into a schedule for 90 days. Once a schedule change is requested, it will go into effect with the next schedule posting. We will not change a schedule once it has been posted.

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

Answer. NICE can be adjusted to show your schedules in your preferred time zone through the manage account section. However, all times provided to 33uL and INTscheduling must be in PST, as we only operate on PST.  Please see the chart below for example conversions:

*All shifts are equivalent.
 

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

Answer. Not working your schedule as it is posted in NICE 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, INTs may transfer a call after 2 hours of continuous interpreting. This means an INT must be continuously signing without breaks for 2 hours. In these cases, following the 2 hours of speaking 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. 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.

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