💡 What Is a Lockout?

A lockout happens when the number of interpreters logged in exceeds the client’s current call demand. This can shift minute-to-minute as calls run long, interpreters take breaks, or volume changes unexpectedly.

Lockouts are not system errors — they’re an automatic safeguard to balance interpreter supply with live call needs.

What To Do If You Receive a Lockout Message

Step 1: ⏳ Wait and Retry

• Do not contact IHD (Interpreter Help Desk).
• Wait 10 minutes, then try to log in again.

Step 2: 🔁 Continue Attempts for 30 Minutes

If you still cannot log in after the first 10-minute wait, continue trying periodically for a minimum of 30 minutes.

Step 3: 📧 Report to 33uL and Notate Your Timesheet

If the lockout continues after 30 minutes of attempted logins, email 33uL and note your Deputy Timesheet with the following details:

Include:

• Scheduled Shift Time and Date in Deputy: HHMM–HHMM PST
• Time Unable to Work due to Lockout Error: HHMM–HHMM PST

Pay and Review

Once your lockout is reported in the proper format, our team will review it and apply show-up pay as appropriate, in line with client and scheduling guidelines.

Quick Reminders

• Lockouts are not disciplinary and do not reflect poor performance. However, if you do not report a lockout appropriately you may receive performance reach outs. Please be sure to have strong communication in instances of lockouts so our team can assist you.
• They are based solely on real-time interpreter headcount vs. client call volume.
• Consistent lockouts may indicate lower call demand for your language — we encourage flexibility and awareness of high-need hours.