Peer Support and Inappropriate Conduct Forms

Peer Support

At Kelly, we understand that you experience long, stressful, and challenging calls throughout your day.  Due to the nature of the calls taken, some individuals may find it helpful to speak with a representative. Today I am happy to be sharing the information regarding our Distress Support Program. This program provides you with an additional resource when dealing with challenging or stressful calls. Below you will find the necessary steps on how to access this support. 

1. If you experience a difficult call, please take a second to evaluate whether or not accessing the Distress Support Program is necessary.   

2. If you believe that you would benefit from speaking to an individual from the Kelly Team, you can email 33UL@Kellyservices.com with the subject heading “Peer Support-URGENT” and a representative will be in contact to provide support. 

Reporting Safeguarding Concerns

Why do I need to notify Language Line if I suspect a Safeguarding concern? 

Ensuring Safety of vulnerable people: If you are informed on a call or if you suspect that someone is suffering abuse or neglect it is important to report it to LLS immediately so that we can communicate it to the client and review the safety of the individual. 

Reporting safeguarding concerns via a support request:

Please include the date, time of the call and client to allow Language Line to follow this up appropriately and promptly. Everyday matters to a person who is being abused. 

Do Not Hesitate: If you suspect and have concerns for abuse do not delay in creating a support request, do this as soon as possible after the call has taken place. 

Age: Abuse can happen to someone of any age so remember that children, adolescents, young adults, and elderly can be at risk. (Do not presume if someone is an adult that they can handle this situation.) 

Support Request Name: Report Safeguarding Concerns 

Use this Support Request when you observe anything that you believe could indicate abuse. 

*Please ensure to include the Client Name, date, and time of the call. 

*A support request for Safeguarding should only be made if a concern is raised or you have reason for concern. 

Submitting inappropriate conduct from a client 

INTs may report inappropriate conduct that has occurred during a call using an inappropriate conduct form. You may try to deescalate the call, and you can hang up whenever you hear a call that is unprofessional such as expressing racist remarks. 

We ask that you report this Client/LEP to the LLS team. 

Using the Support Requests (SR’s) you have entered on the subject, Language Line IT specialists have been able to identify and stop specific callers. They have implemented a feature that leverages the automated system, which means no interpreter will have to endure a call of that nature. 

This is a major step in stopping unwanted calls. With this action, it is our sincere hope that the identified offenders have been blocked from ever connecting to an interpreter when they call. What should you do if you get one of these calls? 

First, know that you do not have to withstand the call. As soon as you are certain that the call is unprofessional, hang up. 

Next, enter an SR. We do monitor these and take them very seriously. Please include the words “racist” in the issue, as it will make it easier for our systems to find and resolve the SR more quickly. Include details, especially the client ID or any other identifying information you can recall. 

Please also use the category: Quality Assurance Team Inquiry. Finally, if you are exposed to a particularly disturbing call and need to talk to someone, please log out and email the Kelly Team so a Talent Advisor can connect with you for Support/Stress Debrief.