UPDATE 7/1/25: NEW LCA ACCOMODATION REQUEST PROCESS. ATTEND A TRAINING & REVIEW THE LCA HUB TO LEARN ABOUT THE NEW MULTI-AWARD CONTRACT & KEY CHANGES

Lionbridge Language Line

Interpretation is the act of listening to a communication in one language and converting it to another language while retaining the same meaning.

This includes American Sign Language.

On-Demand Interpretation is interpretation needed on short notice, including phone calls, walk-ins, general unplanned interactions.

Is this a Planned event? Go to the Services page.

For On-Demand Interpretation you can use our Language Line (Phone) or our Video Remote Interpretation (VRI) services.

For both phone and video interpretation, we use Lionbridge.

Lionbridge offers interpretation for both video and phone interpretation.

How can you connect to the Language Line or VRI?

How can you determine that you are working with an LOTE constituent?

They may request an interpreter
Or say the language they need interpretation in
Or they may have trouble responding to questions in English

Proceed to use Language Line or VRI.

How do you know if a constituent uses Persons American Sign Language (ASL)?

They may hand you a note that says they need an interpreter
Or point to their ear and sign
Or gesture for a pen and paper to communicate in writing

Proceed to use VRI.

Before proceeding with On-Demand Interpretation, our Language Identification Card.

You can pick up physical Language ID cards in Rm 817, City Hall.

When using the Language Identification Card, point the card towards the constituent and allow them to point to their corresponding language.

For example: They make point to the line reading "Yo hablo Español." Indicating that they require accommodations in Spanish.

Steps to Use the Lionbridge Language Line

1. Call your Department’s phone number or view slides of each department's unique number.

All City departments will now have their unique toll-free number to gain access to telephonic interpretation services for Lionbridge. This will bring callers directly to the Interactive Voice Response menu (or phone tree) to indicate a language and connect with an interpreter.

2. Press 1: For City of Boston Employees Requesting Interpretation for a Constituent

3. Listen to the phone tree options and select the number for the language you need or press "0" for the operator

4. Connect the call with constituent

Conference call with both parties
Place interpreter on speaker
Slides on how to place a conference call on a Cisco phone

Steps to Use Lionbridge Video Remote Interpretation (VRI)

1. On a webcam enabled device, go to the URL: https://lionbridge.interpretmanager.com/

1. Enter Login ID: lca@boston.gov and click “Next.”

1. Enter Password: CityofBoston24# and click “Sign In.”

1. In the “On Demand” box in the bottom right corner, click the Video icon. (If it does not appear, click the phone icon at the top right of the screen.)

1. Click “Language To” and type in the language you need.

1. Click “Business” and scroll down the list or type in the general topic of your conversation.

1. Click “Call.”

1. Face the screen towards the resident/ constituent.

Please click on the video below for a demonstration on using phone interpretation with Lionbridge.

How to Work with an Interpreter

BEGINNING

Introduce yourself to the constituent and interpreter
Allow interpreter to introduce themselves
When using VRI, point screen to constituents

DURING

Speak directly and clearly to the constituent, not interpreter
Pause every 1 or 2 sentences for consecutive interpretation
Ask only 1 question at a time
Refrain from technical language and acronyms
If quality of interpreter is in question, stop to address or hang up. Report ASAP to LCA after call

ENDING

Notify constituents that if they can call 1 week in advance, you can get an in-person interpreter
Notify all parties when the conversation is completed and hang up

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Lionbridge Language Line

Steps to Use the Lionbridge Language Line

1. Call your Department’s phone number or view slides of each department's unique number.

All City departments will now have their unique toll-free number to gain access to telephonic interpretation services for Lionbridge. This will bring callers directly to the Interactive Voice Response menu (or phone tree) to indicate a language and connect with an interpreter.

2. Press 1: For City of Boston Employees Requesting Interpretation for a Constituent

3. Listen to the phone tree options and select the number for the language you need or press "0" for the operator

4. Connect the call with constituent

Conference call with both parties

Place interpreter on speaker

Slides on how to place a conference call on a Cisco phone

Steps to Use Lionbridge Video Remote Interpretation (VRI)

On a webcam enabled device, go to the URL: https://lionbridge.interpretmanager.com/

Enter Login ID: lca@boston.gov and click “Next.”

Enter Password: CityofBoston24# and click “Sign In.”

In the “On Demand” box in the bottom right corner, click the Video icon. (If it does not appear, click the phone icon at the top right of the screen.)

Click “Language To” and type in the language you need.

Click “Business” and scroll down the list or type in the general topic of your conversation.

Click “Call.”

Face the screen towards the resident/ constituent.