LLS Observations

LLS Observations: 

LLS does perform random observations to evaluate and ensure interpreters are meeting expectations in customer service and interpretation skills. These are done at random, and an Interpreter will not know when an observation is occurring until a coach contacts the Interpreter directly through the used LLS application. Key points during an observation include, but are not limited to, correct renditions and meaning of terms or words, if the interpreter omits or adds things that shouldn't be omitted or added, correct use of disclosures, opening and closing statements etc. Video Interpreters will also be evaluated on the state of their backdrops, shirts, posture, positioning of camera etc. In terms of customer service, some of the things that are observed are the interpreter's tone of voice, politeness, friendliness, and expressions for video interpreters. 

If an LLS coach determines an Interpreter is not meeting expectations in customer service and/or interpretation skills, the Interpreter’s PIN may be blocked for retraining or potential termination based on the score of the observation. Below you will find an example of an LLS Observation coaching email: 

It is very important to pay special attention and avoid the things that you will find in Areas for Improvement. 

Strengths: 

Stayed attentive on the call
Provided accurate interpretation
Maintained friendly and professional demeanor
Opened and closed calls appropriately 

Areas of Improvement: 

Ensure best video practices - adjust lighting to avoid shadows 

Be conscious of mic sensitivity 

Avoid chewing gum on screen 

Interpret in 1st person at all times