Important Announcements
Below you will find important announcements our team would like to share with you! If you have any questions please reach out to
33uL@kellyservices.com!
May 31, 2024: Service Request Reasons for Submittal Change to Process – Please Read and Save! *Effective Monday 6/3/2024
The following Service Request reasons will no longer be available through the LLS Portal:
Equipment Replacement
Address Change
INT will need to email 33UL@kellyservices.com and a member of the Talent Care Teams will submit on your behalf with our LLS Partners.
LLS Partners will submit SR and provide updates to the Talent Care Teams which will be forwarded to you until the matter is resolved.
*All other reasons will remain as part of the drop-down menu.
** As a Kelly Employee please follow the appropriate process to advise of your absence to Kelly via 33UL@kellyservices.com and a member of the Talent Care Teams will address. PLEASE DO NOT REPORT ABSENCE VIA SR as this causes extra work for both LLS and Kelly.
Please reference the Technical Support page on the portal for Kelly process and the LLS Portal for the SR process.
April 1, 2024: ATTENDANCE AND ADHERENCE UPDATE TO POLICY – PLEASE READ AND SAVE!
In order for all of us to be more successful we are going to be updating our Attendance and Adherence policies. This is in response to the feedback that we have received about high call volumes and no one available to transfer calls to when appropriate. This will go into effect Monday April 1, 2024. Updated policies will be listed on the Kelly Portal in addition to this posting. It is your responsibility as a Kelly Employee to read and follow.
Attendance/Adherence Steps For ASL, T3/OSL, and L4 SPA: only excuses allowed are pre-approved leaves by the Scheduling team or verifiable doctor's note (this must be provided in a timely manner within the work week)
1. Coaching – from Talent Advisor
2. Warning – from Talent Advisor
3. Termination - from Talent Advisor
*Anyone who has not worked 3 scheduled Mondays will be terminated as we stressed the importance of this day many times.
Attendance/Adherence Steps For L3 SPA and Monday Pilot SPA INTs:
1. First and Final Warning- Contact made by member of the Talent Care or Scheduling Team. Provides in writing of what you can improve to avoid future reports.
2. Termination – In writing that there was no improvement. Will receive in writing effective termination date.
Our expectation is that you will respond ASAP to your Talent Advisor and communicate about the situation. We realize that unexpected things happen in life. We will deal with those on a case-by-case basis, but that does not mean that the absence/tardiness/not working schedule as posted will be excused.
This will be for each instance in real time. For example, with our previous policy you may have had a week between steps. That will no longer be the case.
The decision to make these changes was not done lightly. They are in an effort to improve the call volume etc. If we find this to be successful, the numbers/feedback we are receiving has changed in a positive manner in the future we will make adjustments at that time.
Thank you for your time and attention to this matter.
Have a great weekend!
The Kelly Talent Care Teams
January 29, 2024: For ASL INTs only- Due to our ever-changing client needs, an increase in demand for interpreters, and the increase in call volume, we want to ensure all ASL interpreters are supported while working as best possible. Due to this we will be moving forward with obtaining more interpreters to help us in the ongoing effort to help serve the ASL community through interpretation. With these changes we will also be increasing the minimum hours required per week to 15 hours. With this change any INT currently holding a schedule below 15 hours per week will be grandfathered in and permitted to continue working the hours they currently hold. Please note if any schedule changes are requested moving forward they must meet the 15 hour weekly minimum.
Any INT grandfathered in that offers a shift or is on a partial leave must pick up additional hours to meet the 15 hour weekly minimum. If any INT is on leave the missed hours are covered and the weekly minimum will not be required to be maintained due to the leave.
If you are at all interested in looking at available hours to set your schedule at the 15 hour weekly minimum please reach out to 33UL@kellyservices.com. We will be happy to provide our availability and work with you to design a schedule that makes us all successful! We look forward to the positive impact these ongoing changes will have on our team, and we are here to also help with any questions or concerns you may have regarding this update to the total weekly hour minimum. Please be sure to reach out to us at 33UL@kellyservices.com with any questions, concerns, or feedback.
January 24, 2024: We are again receiving multiple inquiries regarding the high call volume on Mondays and are doing our best to support you all with these concerns. Mondays are by far the busiest day for call volume rates, and it is also the highest day for same-day-callouts and leaves. By again temporarily halting leave approvals for Mondays we are hoping to help assist with the call volume issues we have been encountering.
We hope that this temporary adjustment improves occupancy for our live interpreters on Monday shifts. By doing your part to work your scheduled shift that will only decrease the call volume. If you cannot attend work, we please ask that you reach out to 33UL to discuss your circumstances and would appreciate everyone’s flexibility in scheduling appointments outside of Monday working hours. If you have any questions, please email
33UL@kellyservices.com and have a wonderful day!
January 19, 2024: This is a quick reminder on the Non-productive hours process:
Things you must do to make sure the LLS team processes the Non-productive Time Forms promptly for review.
- One SR should be a reference for each issue you have to make sure it corresponds to the issue that is being requested for compensation.
- If an issue belongs to an IT ticket, the LLS team needs the IT ticket, or they will not be able to approve. Exception is when there was a known LLS Incident. The only time that will be approved is during the incident window.
- Time on form should not be reflected on Deputy timesheet as it will not be paid for twice.
We have this process in place if you’ve lost time due to an LLS-based problem not related to your phone or home internet. Please make sure you follow the above instructions moving forward, the LLS team will pay you on a later day if they identify that the was due to the LLS team. I have also added the URL below for future reference if you lost time.
December 27, 2023: Hello SPA and MAN INTs!
We are about to begin our CMS Compliance Training to be completed in January. You will soon be receiving an email from our Talent Care team requesting you to complete your CMS Compliance Training. INTs are to complete this training outside of their scheduled shift time on any scheduled day with the exception of Mondays. We ask that no INTs complete CMS on Monday due to high call volume.
We ask that INTs please wait for the email containing instructions on how to complete the CMS Compliance Training prior to attempting to complete this training. The email sent to you will contain the times where you are to complete the training and steps to follow after the training is complete to ensure you are accounted for. If you have any questions, please wait to receive your instructional email prior to reaching out to 33UL@kellyservices.com. These emails will be sent out on a rolling basis starting today through January 29th. We appreciate your assistance in completing this training in a timely manner. Thank you!
December 20, 2023: *For Kelly US INTs- Hello Team!
This is an important announcement regarding an update to our Leave Policy for all Kelly US Interpreters. Starting January 1, 2024 all Kelly US Interpreters will be allotted 15 days of leave to use for the calendar year. Any INT with more than 15 days of leave already approved for 2024 as of 12/20/2023 will be grandfathered in and left as is.
Leave Allocation
1. All interpreters are given 15 days of leave per calendar year. These 15 days can be used after 60 days point an Interpreter has gone live.
· All leaves must be requested in Deputy with a minimum of 24-hour advance notice.
· If you are sick and have a doctor’s note, this note can be provided to excuse an absence. On days where a doctor’s note is provided an Interpreter will not have to use one of their 15 days allocated for the calendar year.
Additional information regarding this updated policy can be found on our Interpreter Portal under the US Leave Policy tab or by following this link: US Leave Policy (multiscreensite.com)
If you have any questions, comments, or concerns regarding this update effective 1/1/2024, please contact 33UL@kellyservices.com. We will be happy to help you!
December 11, 2023: Hello Team! Quick note to clarify. Please make sure that if you are using the phrase,
"Is there anything else I can help you with?" you are following that with any of the approved endings listed on the LLS portal. It is not a one or the other situation. Hope you all have great weekend! Regards, The Kelly Teams
December 5, 2023: This is an announcement for US Kelly Interpreters only:
We have been receiving feedback from our interpreters regarding extended leaves. In response to this feedback, our team has been working diligently alongside Kelly Services’ HR department to provide a written formal process for US Kelly Interpreters in need of extended leaves for various life situations. All information regarding our extended leave policy can now be found on our Interpreter Portal here: Extended Leave Policy (multiscreensite.com)
We understand that big life events, such as having a baby, taking care of a family member, or even taking time to give back to the community through service work such as FEMA will require you to take a step away from interpreting duties. During these times of need we want to assist you with ensuring that the proper leaves are in place, and you can handle these life happenings without having to also worry about your interpreting position. We appreciate your help in viewing and following this process to keep us all successful together. If you have any questions regarding this leave policy, please reach out to 33UL@kellyservices.com, and we will be happy to help you!
December 4, 2023: Warmest wishes for a joyful holiday season!
As the holiday season wraps us in its warmth and joy, we at Kelly on the Language Lines Account wanted to take a moment to extend our heartfelt wishes to you and your loved ones.
May this holiday season bring you moments filled with happiness, laughter, and cherished memories. Whether you're celebrating with family, friends, or enjoying peaceful solitude, we hope it's a time of joy and relaxation.
Here's to a new year filled with prosperity, good health, and continued harmony!
The Kelly Teams
November 17, 2023: We have received multiple inquiries regarding the high call volume on Mondays and are listening to your concerns. Mondays are by far the busiest day for call volume rates, and it is also the highest day for same-day-callouts and leaves. By temporarily halting leave approvals for Mondays that will help assist with the call volume issues we have been encountering.
We hope that this improves occupancy for our live interpreters on Monday shifts. By doing your part to work your scheduled shift that will only decrease the call volume. If you cannot attend work we please ask that you reach out to 33UL to discuss your circumstances and would appreciate everyone’s flexibility in scheduling appointments outside of Monday working hours. If you have any questions and have a wonderful day! 😊
November 17, 2023: This is a quick reminder on Disclosures-
Just a reminder for the need to become familiar with disclosures. The process to access the disclosures via the LLS platform is in myllsworld.com under the library.
If you are not able to view or find a disclosure, please open a ticket via a Quality Support Request.
Request for more information about how to handle a specific disclosure can be submitted via a Quality Support Request, please check the box that indicates that you the Interpreter want to be contacted by someone from the QA department within LLS. QA will reach out to you directly and address your concerns.
Go directly to myllsworld.com and enter your interpreter/agent ID and PIN
- go to dashboard > 2 options from here.
- Review the general Quality Support Request - Guidelines documentation.
- Submit a ticket and request for QA to contact you directly.
November 13, 2023: Hello Spanish and Mandarin INTs! Please see the important CMS Tip of the Week posted to your Deputy Newsfeed. This message contains important and useful information regarding CMS Calls! Please email 33uL@kellyservices.com if you have any questions regarding this post!
October 31, 2023:
Hello Team! Did you know LLS shares posts on their blog with stories relevant to our field of work? We are happy to share the below link from LLS:
https://blog-languageline-com.cdn.ampproject.org/c/s/blog.languageline.com/one-out-of-seven-u.s.-residents-is-foreign-born?hs_amp=true
October 30, 2023: Hello team! We are now utilizing Experian Verify for employment verification purposes. For more information regarding Experian please see our Interpreter Portal's updated page at the following link: https://language-line-solutions-kelly.multiscreensite.com/KellyUSEmploymentVerification
If you have any additional questions please reach out to 33UL@kellyservices.com.
October 30, 2023: Please take a look at Deputy post made Friday, October 27th, 2023.
LLS has asked us to share this document. Please read and save for future reference.
October 26, 2023: Please note that using electronic devices for note-taking purposes is not allowed. Below are excerpts from the Code of Ethics and the Interpreting Guidelines and Procedure documents that clearly state we are not to use electronic devices when taking notes during an interpreting session. The interpreters may only use whiteboards for note-taking. Please let us know if you have additional questions.
Interpreting Guidelines and Procedures: 3.7.5
Maintain Confidentiality As stated in the Code of Ethics, LanguageLine Solutions Interpreters shall respect all confidences received in the course of interpreting. All information obtained by you in the course of your professional duties shall remain strictly confidential. This information shall not be communicated, published or in any way divulged to any organization or person, other than the organization or person engaging the services of the interpreter. Notes taken during interpretation must be shredded or destroyed in such a manner that the notes would be unusable, unreadable or indecipherable. Simply placing the notes in a garbage can or recycle bin is not sufficient. Do not take notes on any electronic devices not approved by LanguageLine Solutions or by other means. Only take notes on paper that can be shredded at the end of the shift. 4. Unusual Circumstances Many unforeseen situations that remain outside the scope of these guidelines may occur during a call, either because they are of a strictly procedural or administrative nature, or because they find their direct basis for action in other LanguageLine Solutions documents. Below are some directives about how to handle some of the more common situations.
Excerpt from the CODE OF CONDUCT:
October 20, 2023: We have posted an important announcement to the Deputy newsfeed outlining the following message for all SPA INTs. Please see below if you interpret for SPA US or SPA PR:
Based on the feedback that we have received regarding posts not following our Deputy Newsfeed guidelines we are moving forward by disabling the use of the Deputy Newsfeed. This decision has come after careful consideration based on feedback from INTs as well as some issues that we have seen in the past with the Newsfeed not being used at appropriate times.
Moving forward all partial leave requests will be submitted to 33UL@kellyservices.com. Our new updated policy regarding partial leaves has been posted to our Interpreter Portal here: https://language-line-solutions-kelly.multiscreensite.com/KellyUSUnableToWork
The Newsfeed should still be monitored for important posts from our Talent Care Team. We hope that this positive change regarding the newsfeed and leaves will continue to make Kelly Services a wonderful place to work that is accommodating to all of our lives when events arise. If you have any questions, please reach out to 33UL@kellyservices.com or review our Interpreter Portal. Have a wonderful weekend!
October 20, 2023: We have posted an important announcement to the Deputy newsfeed outlining the following message for all ASL/T3 Languages. Please see below if you interpret for ASL or one of our T3 Languages:
Based on the feedback that we have received regarding partial leaves, we have updated our leave policy in the Interpreter Portal. This decision has come after careful consideration based on feedback from INTs as well as some issues that we have seen in the past regarding partial leaves.
Moving forward all partial leave requests will be submitted to 33UL@kellyservices.com. The Deputy newsfeed does not have to be used for finding coverage, as partial leaves will be entered in Deputy based on the guidelines shown in our updated Unable to Work section of the Interpreter Portal. Our new updated policy regarding partial leaves has been posted to our Interpreter Portal here: https://language-line-solutions-kelly.multiscreensite.com/KellyUSUnableToWork
We hope that this positive change regarding leaves will continue to make Kelly Services a wonderful place to work that is accommodating to all of our lives when events arise. If you have any questions, please reach out to 33UL@kellyservices.com or review our Interpreter Portal. Have a wonderful weekend!
October 16, 2023: One of our ASL INTs is on the board for the Idaho Registry of Interpreters for the Deaf, and they just celebrated their 50th Conference. Kelly was able to provide some fun "swag" items for their bags. We love having the opportunity to support the professional development of Interpreters!
Thank you so much to ASL INT Kristy B. for sharing these moments with us. You are a superstar!
October 16, 2023: A HUGE Shout Out to our following Interpreters! For the week ending 10/07/2023, in Adherence, Burmese, Karen, Laotian and Mandarin no one in these languages appeared on the report!
GREAT JOB! as always to you all!
October 13, 2023: Hello SPA team! We have received the below document containing SPA Translated Mortgage Terms that you may find helpful while interpreting. Please see the attached document below or find it on the Glossaries tab on the training page.
October 6, 2023: Hello team, and happy Friday!
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.
October 5, 2023: The Kelly Talent Care Team would like to say GREAT JOB!" to ALL ASL & T3 Interpreters!
Let us Celebrate that everyone who appeared on the Occupancy report for last week, (9/30/23), no one received a coaching or a warning, meaning everyone is doing what is needed by submitting Support Request when there are issues and/or emailing us at 33UL to report also. The Occupancy Report is getting smaller each week! Also, on the Adherence Report for last week, Burmese, Laotian and Karen did not appear on this report once again! This is the 2nd week for Karen not being on the report!
Keep up the great work everyone and please reach out to us at 33UL if you ever need any help!
October 4, 2023: We have been receiving reports that automatic replies are not being received when reaching out to 33UL@kellyservices.com. We have ran multiple tests from email accounts both within and outside of our organization, and the automatic replies are being sent in response to these messages. If you experience and instance of not receiving an automatic reply, please check again that you have used the correct email address- 33UL@kellyservices.com – and check your Spam/Junk folder or deleted messages folder as well. Some email servicing sites can send generated messages to the Spam/Junk or deleted messages folder. If you still cannot locate the automatic reply, please remember that some inquiries can take 24-48 hours to receive a response. If no response has been received following the 48-hour mark you may then send a follow-up email.
Please reach out to 33UL@kellyservices.com if you have any questions!
September 29, 2023:
Please note if a partial leave is needed for a non-appointment, or you are offering a portion of your shift to another INT, you must use the Deputy newsfeed to find coverage for the hours you cannot work. Once coverage is found you may email 33uL with the name, ID#, and hours to be worked for another INT offering you coverage. We must be provided with 24-hour advance notice as well. The INT providing coverage must be CC'ed onto the email requesting the change and they must reply confirming they will work that shift prior to any changes being made to the schedule. After confirmation is received, we will then adjust and move the shift manually.
If no confirmation is provided no changes will be made to your schedule. Please reach out to 33uL@kellyservices.com if you have any questions!
September 27, 2023: This is a reminder that all interpreters, with the exception of those located in Puerto Rico, will move to VRI (Video Remote Interpreting) following the completion 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 video equipment. This equipment is the property of Language Line Solutions and must be returned upon the end of your contract. It is a job requirement to switch to video interpreting. If you have any questions, please reach out to 33uL@kellyservices.com!
September 26, 2023: Unscheduled shifts are not permitted under any circumstance.
When going to start your shift, if Deputy shows “Start Unscheduled Shift” you are not allowed to clock in. If you believe there is a scheduling error, you must immediately email 33uL@kellyservices.com for assistance. You may only work when scheduled in Deputy. If it is found that an INT is working unscheduled shifts, they will be issued an immediate final warning. Going forward the INT will not be paid for any hours worked unscheduled. If the INT is found to be working unscheduled again it may be grounds for immediate termination.
September 21, 2023: Kelly would like to say "GREAT JOB!" to the Burmese, Mandarin and Laotian Interpreters!
We have seen another Good Pattern of Behavior. Let us Celebrate that they were not on the Occupancy report for last week. (9/16/23) The Occupancy report is getting smaller!
Also, on the Adherence Report for last week, Burmese and Laotian did not appear on this report once again!
Keep up the great work!
We would love to see this trend in the other languages as well!
The Kelly Teams
September 14, 2023: We have been receiving reports about an increase in call volume leading to instances of back-to-back calls. Please note, this is an expected uptick that occurs every September with back to school and vacations ending. Our call volume does vary day-by-day based on client demand and current staffing. An increase in client demand, unexcused and unreported absences, and poor adherence to schedules also leads to an increase in call volume. If you have questions regarding breaks, please refer to our break policy on the interpreter portal. Please note all schedules and breaks are based on our client’s needs, and we have clients and LEPs that are counting on you to adhere to your schedule. Please reach out to 33uL@kellyservices.com if you have any questions or if there is anything else we can help you with! 😊
