Welcome to the Kelly team! In pursuit of becoming an interpreter, there are many things you will need to know and complete in the coming weeks. Please note Kelly Services is your employer, not Language Lines Solutions. All work inquiries should be directed to Kelly Services unless directed otherwise by Kelly Services. 

Initial Job Requirements: 

✓ Government-Issued Photo Identification and Proof of Social Insurance Number 

✓ Screenshot of Speed Test We require you to conduct a speed test with your cell phone using this link: http://speedtest-us.llsapi.com/ which needs to be provided to your recruiter during orientation. 

✓ All employees must reside in the United States or Puerto Rico. Interpreters may not work outside of the United States or Puerto Rico under any circumstance at any point during their employment with Kelly Services. 

• Our team does monitor workplace locations via Geolocation. If Geolocation continues showing you outside the US or PR, we will request for an INTs PIN to be blocked until they reply to an email from our team explaining why they show clocked in outside the US or PR. We will require an updated speed test form any INT showing outside of the US or PR to confirm your updated location within the US or PR.

• If an INT plans on leaving the country for travel at any time they must notify 33uL on their leave request. Our team will block your PIN while you are located outside of the US or PR, and your PIN will be unblocked prior to your return by our team.

Work Expectations: 

Interpreters should only send correspondence to Kelly Services Representatives using their personal email address. Rackspace emails will not be responded to and should be used only for communication with LLS, Clients, and LEPs. 

✓ Interpreters are not to change their availability within their 90-day probationary period. 

✓ Minimum requirement hours: please see requirements per language on page 19. 

✓ Successful trainees are required to go-live after training, as per training calendar. A test will be given during training that must be passed to continue interpreting. 

Training, Deputy, and Interpreting App Access: 

✓ You should receive the training invite including glossaries, how to log into Deputy, go on to teams etc. prior to your training 

✓ All interpreting app and training links will be provided to talent from the appropriate representative accordingly.  

✓ LLS Library: interpreters can subscribe to the portal to get the most up to date reference guides. INTs can request live agent when needing help with resources within the LLS application. This will be discussed further in your training. 

✓ Training schedule will be published on Deputy under your “shifts.” You will need to log into Deputy and “start” the shift during the beginning of the shift. Schedules are posted 30 days at a time. Your schedule will remain the same for 90 days. 

Technical Requirements: 

Burner phones are NOT allowed following training.

INTERPRETERCONNECT - GENERIC TECHNOLOGY REQUIREMENTS

Connectivity Requirements:

• Internet connection must be a reliable, high speed, fixed line, dedicated for work.
• Using a shared/ community service, satellite service, hotspots, Mobile Wi-Fi devices, or public networks is strictly prohibited.
• Internet speed must meet the following minimum requirements:
• Download speeds of no less than 5 Mbps
• Upload speeds of no less than 3 Mbps
• Ping value of no more than 300 ms
• Jitter Value of no more than 30 ms
• Wired vs. Wireless: a wired Ethernet connection is preferred for improved stability and security; however, Wi-Fi connections are permitted.
• Personal wireless routers are not preferred, but are allowed, provided that the Interpreter and their device are located as near to the router as possible.

Equipment Requirements:

Equipment condition:

·      Mobile devices must be in good working order.

·      Prepaid phones (burner) are NOT permitted.

·      Some older models (Android & iPhone) cannot update to the latest OS and should be avoided as they may no longer receive security/vulnerability updates, performance improvements, etc.

Equipment and Operating System Requirements:

·      Apple iOS 15 or higher for iPhones

·      Android OS 12 or higher for Android

Windows:

1.     Currently supported OS versions

2.     Active and updated antivirus

3.     A modern and updated browser

·      RESTRICTION: Kaspersky products are prohibited

Mac:

1.     Currently supported OS versions Active and updated antivirus

2.     A modern and updated browser.

·      RESTRICTION: Kaspersky products are prohibited

ChromeOS:

1.     Currently supported OS version 

2.     A modern and updated browser.

·      Huawei and ZTE Corporation hardware is prohibited.

Phone Chargers:

1.     Must have the ability to charge the smartphone & use the headset at the same time.

·      If using iPhone 7 or higher, a 3.5 mm (about 0.14 in) Audio + Charger adapter is required.

·      If using Android, a USB‐C adapter is required in some instances.

·      The adapter must support the ability to utilize VOIP (voice over IP)

Headsets:

·      Headsets are required to be wired with a boom‐style microphone.

·      Wireless headsets or earbuds are prohibited. 

·      It is recommended that the microphone have a unit‐directional voice pattern & noise‐ canceling technology.

• ·      It is not recommended to use the speaker mode. 

• Restricted Brands:
• Kaspersky products are prohibited.
• Huawei hardware is prohibited

All interpreters, with the exception of those located in Puerto Rico, will move to VRI (Video Remote Interpreting) after the end of the 90-day probationary period as equipment becomes available. This is a VRI interpreting position, and VRI will be required for all employees located within the United States. Those moving to VRI will receive the proper equipment to receive video calls through LLS and will receive training upon the receipt of this video equipment. This equipment is the property of Language Line Solutions and must be returned upon the end of your contract. If this equipment is not returned after 15 days, you may face additional charges or legal action. 

Internet: 

1. All Interpreters must have access to stable and consistent internet. Hotspots, satellite connections, and the use of VPNs are not permitted per LLS. 
2. All INTs must have a private internet connection. Guest internet, public group internet, and hotel internet is not permitted. Guest internet includes vacation home rentals such as AirBNB or VRBO rentals. 
3. Devices must be put into “airplane mode” while working. 
4. All internet sources must meet the minimum bandwidth requirements. 

Minimum bandwidth and speed test result requirements: 

*Please note if you change residence or work from a different location temporarily, you will be required to submit a new speed test. 

Scheduling Requirements – All scheduling requirements are determined by language of interpretation. 

We cannot schedule any Interpreter for more than 5 days per week, more than 8 hours per day (7.5 working hours), or more than 40 hours per week. We do require a minimum 12-hour rest period between the end of a night shift and the start of the morning shift the next day. Schedule change requests will remain in effect for a minimum of 90 days after their effective start date with the exception of ASL INTs who can change their schedules monthly.

Spanish Interpreters located are required to work a minimum of 25 hours per week. 

ASL Interpreters are required to work a minimum of 10 hours per week. 

Interpreters for all other languages are required to work a minimum of 20 hours per week. 

**These hour counts do not include breaks. For example, five shifts at 5.5 hours per day would equate to 25 hours for the week due to the required 30-minute breaks. 

Transferring Calls: Per LLS guidelines, SPA and T3/OSL INTs may transfer a call after 2 hours of continuous interpreting, and ASL INTs may transfer calls after 30-minutes of continuous interpreting. This means an INT must be continuously signing without breaks for 2 hours or 30-minutes depending on your language of service. In these cases, following the 2 hours or 30-minutes of interpreting 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. 

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.

Timekeeping and Payroll

Kelly maintains accurate records of hours worked by all employees to ensure correct and timely pay. Kelly uses Deputy (scheduling system) to track and verify assignments worked by employees. Each employee is responsible for verifying the hours in the scheduling system are correct. Any falsification or misrepresentation of time or attendance may result in disciplinary action, up to and including suspension or termination.

Submitting Your Time:

Scheduling System- Deputy

You are responsible for verifying that your hours are accurately reflected in the scheduling system. Your responsibility is to log your hours for each shift into the scheduling system before Kelly can process your time. We recommend checking the hours for each completed shift to ensure accuracy.  

If you submit hours that you were not scheduled to work, those hours will not be approved. 

All hours submitted are cross checked with the app that you use to take your calls. Your app tracks your log in/log out time, lunch and breaks. 

Inaccurate Timesheet Submission: 

Inaccurate timesheets or falsely reporting hours worked: Defined as a terminable offense that involves altering, changing, or modifying a document with incorrect/false information will result in immediate termination.

You are paid for the time that you are logged in and available in the LLS interpreting application. Submitting a timesheet for anything else can be considered inaccurate. The timesheet approval team will cross check the time submitted with the time available in the call logs. Time not available will be deducted. 

Kelly Talent Advisors (Supervisors) will communicate one Warning. If the behavior is not corrected, second occurrence will result in Termination. 

Time spent on technical issues with LLS can be submitted on a non-productive time form. LLS reviews forms on a monthly basis. If it is found that the issue was on LLS equipment or technology, it may be approved and paid by Kelly at a later date. 

Resignation and Rehire Process 

If any Kelly Employee resigns in good standing, they do maintain the right to go through the rehire process after a minimum of 6 months of separation with the company. If an INT resigns in good standing with the option for rehire, please note it will be at the discretion of our client. Resigning in good standing includes providing and working a 2-week notice. We do operate based on client need, so the schedule and hours offered would be based upon what they have available at that time. Our client would also review your file to determine if retraining is needed based upon the amount of time previously worked and other factors. No employee is guaranteed a position when going through the rehire process due to our operation based on client need. 

Employment

Please note you are a Kelly Services employee working with our client Language Line Solutions. Through this contract we operate based on our client's needs and direction. If the client requests specific action to be taken regarding your assignment, any outlined progressive discipline may be disregarded. All inquiries regarding this matter must be directed to 33uL@kellyservices.com to a Kelly Services representative.