Certified Languages International’s Pandemic Preparedness Statement

CLIS CORONAVIRUS RESPONSE

April 14, 2020 update

Staying connected has never been more critical. CLI continues to support our customers and provide solutions to ensure our remote interpreting services are there for you, 24/7. The world is changing quickly, but we’re helping our clients adapt to these evolving needs.

While traditional workflows for many businesses have been suddenly disrupted, we’re still doing what we do best — seamlessly providing the same quality service for our customers.

Particularly within the healthcare industry where coronavirus patients who don’t speak English need a voice more than ever, and while many hospitals are shifting from on-site interpreters to the type of remote services CLI provides, we’re collaborating on new ways to support these vulnerable populations.

Here are a few of the initiatives we’ve been working on to help our clients and their limited English proficient (LEP) customers through this difficult time.

  • We are assisting Walmart in launching a language solution for drive-through clinics and coronavirus testing facilities in partnership with the federal government.
  • We have set up proprietary COVID-19 hotlines in non-English languages.
  • We have helped our hospital clients integrate CLI’s over-the-phone interpreting (OPI) and video remote interpreting (VRI) systems to allow their in-house interpreters to provide services remotely in a safe manner.
  • While it can be challenging to provide interpreting services to LEP patients on ventilators, we have also been able to help medical staff communicate with the families of these patients.
  • We have developed integration strategies with third-party video and phone conferencing platforms to provide the fastest access to our interpreting services for clients who now utilize platforms such as Zoom.

Please let us know if we can help you expand your language access plan or connect with your customers in new ways. Contact your CLI account representative or our client relations team at clientrelations@certifiedlanguages.com or 1.800.362.3241, ext. 7000. And as always, our customer service reps are ready to answer your calls 24/7 at 1.800.225.5254.

We hope all of you are staying safe!

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April 8, 2020 update

A Note from Our CEO

Like most of us, connection has been on my mind a lot lately. Not only because it’s what CLI does every day, but also because staying connected, as humans, is the foundation of physical health and well-being.

As human beings, we’re wired for connection and seek it out just like we do food, shelter, and water. It’s the reason why our day is brighter when we run into a friend at the store. It’s the reason why a hug can calm you in moments of despair. Put simply, we need each other.

When news broke that social distancing was a main factor in slowing the spread of coronavirus, I, like most people, didn’t know what to think. What would my life be like without book club, entertaining friends, or seeing my children? The fact that we must distance ourselves from the connections we’ve worked hard to build is counterintuitive to our very nature.

Then my thoughts immediately shifted to you, our clients, and how CLI can help you — no, how we need to help you — stay connected during this unprecedented time. I thought about all the healthcare systems and other organizations that rely on in-person interpreters, and how we were in a unique position to help with our remote interpreting solution.

Our customers count on us to always be there to keep them connected. We take this responsibility seriously and continually plan and innovate for unforeseen circumstances, like the one we’re in right now. When COVID-19 hit, our proactive planning enabled us to do what we do best — be there for you, and seamlessly provide the same quality service while ensuring the safety and health of all our employees.

Our clients are strong.

We knew our clients were tough, especially those in the healthcare sector, but they continue to surprise us with their resiliency. Their ability to flexibly still meet the language needs of their non-English-speaking customers is inspiring. We’re meeting them where they are and collaborating on new ways to work together as things continue to evolve.

CLI’s interpreting model remains steady.

Our business model already supports remote work, so this isn’t new for us. It’s how we work every day. The interpreters we contract with work from secure home offices, and nearly all our employees are now set up to work remotely.

Language service providers need to forge ahead together.

This is a time for compassion, a time for all of us to stick together. That’s why we’re quickly setting up other language service providers on a white-label version of our remote platform, so they can continue to support their customers until it’s safe to provide on-site services once again.

This situation is challenging, but in the midst of the uncertainty, I am truly inspired by the power of human connection and the stories of people coming together to help one another.

We will get back to a new normal. I have no doubt about it. In the meantime, you have a partner in us now and in the future. If you want to talk about new or evolving ways our language solutions can support you, we’re here to help.

Stay well,

Kristin Quinlan
CEO of Certified Languages International

***

March 25, 2020 update

We at CLI are all hoping that you are safe and doing well during this unprecedented time.

Our teams continue to help our customers stay connected and supported. We remain fully staffed and ready to connect you with interpreters around the clock. All of our employees have been set up to work from home, with a small amount of critical staff who will maintain essential office tasks as needed.

With everyone in the world scrambling to keep up with and adapt to the COVID-19 pandemic, the interpreting industry is collectively doing everything we can to band together, educate each other, and help out one other.

Tomorrow our CEO, Kristin Quinlan, will be participating as a speaker in InterpretAmerica’s webinar, “A Unified Response to Ensure Access to Interpreting Services During the Pandemic”:

  • Thursday, March 26
  • 8 a.m. to 10 a.m. Pacific Time

Kristin will be touching on challenges in the industry, how we are addressing them, and how we can work together to make it through this crisis. This is a multilingual event with simultaneous interpreting available, so please feel free to sign up and participate in your native language. More information on the webinar and speakers can be found at https://www.interpretamerica.com/interpretamerica-2020

As always, if you have any questions, concerns, or requests, please feel free to contact your account representative or our client relations team at clientrelations@certifiedlanguages.com or 1.800.362.3241, ext. 7000.

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March 20, 2020 update

CLI is here to help and provide support during this time. The need to keep people connected is more important than ever. As we carefully monitor this unfolding situation, our services remain uninterrupted and we’re helping our customers quickly communicate as always:

  • We’re fully staffed with thousands of remote interpreters logged on and ready to answer calls.
  • Currently we’ve transitioned around 75% of our employees to work from secure home setups, with a plan for the remaining employees in the coming days.
  • For those employees still in the office, we continue to follow meticulous cleaning procedures and practice safe social distancing protocols, per CDC and public health guidance.
  • We’re working closely with our customers to make sure they have the support they need, and we have increased our distribution of digital instructional materials.
  • We’ve ramped up our support for other language service providers who are in need of help providing remote interpreting services to their customers.
  • We’re compiling free multilingual coronavirus resources that our customers and community partners might find helpful.

More than anything, every employee at CLI is working hard to stay healthy and keep our customers connected with their non-English-speaking customers. If you have any questions at all, please feel free to contact your account representative, call us at 1.800.362.3241, or reach us at clientrelations@certifiedlanguages.com.

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March 13, 2020 update

The novel coronavirus (or COVID-19) is on all of our minds lately, and the impact it’s had on our communities is impossible to ignore.

We wanted to take a moment to share the steps we’re taking to ensure our services are not interrupted for you during this uncertain time. Because organizations like yours that use on-demand interpretation services need to know that organizations like ours are doing everything in our power to keep people connected when they most need it.

Your ability to access the services you need is our top priority, so we’re closely monitoring the situation and have the following precautions in place:

Our interpreters already work remotely.

CLI is fortunate that our business model has always been based on our interpreters working remotely, which limits the human-to-human contact they would have if they worked in a call center.

We’re ramping up our resources in top languages.

Management is closely monitoring our service levels, and our recruiters are actively adding interpreters in top languages for both VRI and OPI. We’re taking these actions to make sure we can handle increased demand.

All internal administrative staff are cross-trained to answer your calls.

In the event additional call center support is needed, our admin staff can quickly begin answering your calls, so you won’t have delays waiting to reach an interpreter.

As a progressive company, we have a work-from-home policy in place.

Key employees have the ability to work from home if needed. In fact, a portion of our workforce already successfully works remotely as part of their normal schedule.

The health and safety of our employees and their families take precedence.

That’s why we’re encouraging all employees to stay home if they’re feeling ill. We’re also suspending all business-related air travel at this time.

High-touch hard surfaces are disinfected daily, as recommended by the CDC. We also have cellphone sanitizers located in our break rooms.

We’re taking preventative measures seriously.

We care about you, your limited English proficient customers, and the larger community in which you operate. You can follow CLI’s coronavirus response statement and related updates on this webpage. 

We will continue to communicate with you as things evolve. If you have any questions or concerns whatsoever, please feel free to contact your account representative, call us at 1.800.362.3241, or reach us at clientrelations@certifiedlanguages.com. We’re here to help.

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CLI’s Pandemic Preparedness Statement

Certified Languages International (CLI) provides services that are vital to our clients — particularly during times of increased hazardous threats — and we have plans in place to ensure continuity of essential business functions in the event of a pandemic outbreak.

Performing essential functions is our first priority, and we have the following contingencies secured to ensure that our clients receive uninterrupted service.

CLI’s business model is based on interpreters working remotely from geographically diverse locations, which helps limit the spread of illness through person-to-person contact. This model is designed to minimize the impact on service levels should a high-severity incident, like coronavirus, occur.

We also have the capacity for a significant percentage of our in-house workforce to operate remotely, further limiting complications that could impact our operations.

Additionally, all of our administrative staff receive cross-training in call center operations. This allows CLI to increase its operational capability, wherein admin staff can function as remote customer service representatives within minutes, if needed.

The health and safety of our employees takes precedence. That’s why we are encouraging all in-house employees to stay home if they are not feeling well. We are taking on-site preventative measures such as disinfecting high-touch hard surfaces daily, as recommended by the CDC.

While it is not possible to anticipate all contingencies, we are doing everything possible to mitigate the effects of a pandemic event.

CLI will continue to adapt our plan as the situation evolves, and we remain dedicated to providing seamless access to interpreters and the best customer support possible.