Interpreter Services

SOSi’s scheduling system, WordBridge, is now live

Instructions for providers who already set up a WordBridge account

If you responded to L&I’s request for information, SOSi has created your account in their system and the link to the WordBridge system is available in My L&I. Please complete the WordBridge approval process: WordBridge Authorization Process for Requestors.

You can access the link (step 3) by selecting the down arrow next to your name on the top right corner of your My L&I dashboard. Then select +Get More Access, select medical or vocational provider, click continue, don’t enter the provider ID or NPI, under "Tasks you can do right away" you will see the link to “Schedule and Interpreter for an Appointment with a Patient.”

The authorization process may take up to two business days. SOSi will notify users via email when you are approved for access and can start booking requests.

Instructions for providers who don’t have a WordBridge account

Please ensure that all users/requestors are registered in My L&I. Then, contact the L&I interpretation services team at Interpretation@Lni.Wa.Gov to complete a one-time intake form necessary to set up your account in the WordBridge system.

Registration Instructions for Language Access Providers (LAPs)

Visit the WordBridge.io website. You may find the registration instructions in the “FAQ Page/Registration Instructions” tab.

WordBridge training for providers

SOSi posted the training materials on their WordBridge page: Provider Instructions - wordbridge.io.

Medical and vocational providers can request on-demand, telephonic interpreter services through CTS Language Link through July 31st, 2024 and these services may be used as a backup if an in-person interpreter is not secured by SOSi during the transition.

Call one of the phone numbers below and have the claim ID and other necessary information ready.

Medical Providers: 877-626-0678

VOC Counselors: 844-303-7212

Activity Coaches: 844-303-5430

Contact SOSi for registration questions or concerns at:

For any questions, suggestions, or feedback, send a note to L&I's interpretation mailbox.

    Project FAQs and related resources:

    How to Arrange for an Interpreter

    The healthcare or vocational provider determines the need for interpreter services and makes all arrangements. When referring the worker to another provider, please notify the provider of the worker's interpreter needs. Interpreter services are a covered benefit for all injured workers who have an open and allowed claim, including self-insured and crime victims.

    L&I Interpreter Scheduling System

    L&I provides in-person, video, and telephonic interpretation for scheduled and on demand appointments with healthcare providers and vocation providers. As of June 17, 2024, providers must request interpretation services for all scheduled and unscheduled in-person and scheduled telephonic and video interpretation services through L&I’s new vendor, SOS International LLC (SOSi).

    There is no need for prior authorization on open and allowed claims and you may request interpreter services for state fund, self-insured, and crime victim claims.

    In-person interpreting is most appropriate for complex, sensitive medical interpreting, such as:

    • Sharing bad news.
    • Worsening health conditions.
    • Treating a head injury.
    • Neuropsychological testing.
    • Conscious sedation procedures.
    • Hands-on teaching or demonstrations.

    Note: L&I cannot reimburse interpreters who are family or friends of the worker, or for legal purposes, such as attorney appointments, legal conferences, depositions, or testimony at the Board of Industrial Insurance Appeals, or any court.

    On-demand, over-the-phone interpretation

    Healthcare or vocational providers may continue to use CTS Language Link for on-demand, over-the-phone interpreter services. Providers may also access these services as a backup when an in-person interpreter is not secured through WordBridge.

    Benefits include:

    Real-time access to over 300 languages.

    No appointment needed.

    Quick access: In most cases, a telephonic interpreter can be on the phone within 30-60 seconds.

    Healthcare providers, both in and out of state, may request interpreter services by calling one of the phone numbers below. Please have the claim ID, the worker's name, the required language, and the employer or third-party administrator name available when calling.

    CTS Language Link

    Medical Providers: 877-626-0678
    VOC Counselors: 844-303-7212
    Activity Coaches: 844-303-5430

    Providers may also access telephonic interpretation services for international calls. Please have the worker on the line and then call CTS Language Link to connect with an interpreter as CTS Language Link Customer Service Representatives and interpreters are unable to perform international dial outs.

    Note: Providers cannot use CTS Language Link for appointment reminders or rescheduling appointments with the worker.

    Information for Interpreters

    Interpreters are responsible for following the safety policies of the facility they are working in.

    To provide spoken language interpretation, register with L&I's new vendor SOS International LLC (SOSi). An L&I provider ID isn't required to sign up in WordBridge.

    Interpreter agencies and individual Language Access Providers/Interpreters may no longer bill L&I. 

    The following is required to set up an account in WordBridge: 

    After registration is complete, submit the following in WordBridge (PDF form):

      • What interpreter services are NOT covered?

        The following services are not reimbursable:

        • Services provided on a claim that has been closed or denied, except for:
          • When it is the first doctor visit, or
          • A doctor's visit to file a reopening application, or
          • A worker receiving a pension with a treatment order
        • A missed appointment for any service, except IME appointments.
        • Personal assistance on behalf of the injured worker or the provider, such as:
          • Scheduling or confirming appointments
          • Translating correspondence
          • Making phone calls
        • Translating documents requested by the client or anyone else other than L&I.
        • Interpreting anything for the health care or vocational provider that doesn't relate to the injury.
        • Travel time and travel related expenses, such as:
          • Meals
          • Parking
          • Lodging
        • Overhead costs, such as:
          • Phone calls
          • Photocopying
          • Preparation of bills

      L&I's expectations for interpreters.

      • Accurately interpret everything said during the appointment, with consideration given to linguistic and cultural differences. Asking for clarification is encouraged.
      • Respect the confidentiality of the client.
      • Let the provider know if you have a relationship to the patient or client that could affect the objectivity of your interpretation-- or give that impression.
      • Accurately and completely represent credentials, training, and experience to all parties.
      • Not arrange appointments in order to create business or to fit your schedule, such as canceling or rescheduling a worker's medical appointment. The providers arrange interpreter services.
      • Not provide transportation to or from health care or vocational appointments.
      • Follow WAC 388-03-050, and the ethics established by the certification/authorization you have obtained.
      • Comply with all requirements of the facilities you work with, such as background checks and vaccination history.
      • Verify identity and comply with any other security requirement. (Note: L&I doesn't maintain this information for interpreters.)
      • Sign up for the Interpreter Listserv. Enter your email address, click submit, then check the box under "Claims & Insurance" next to "Interpreter Services at L&I" to stay up to date. 
      Out-of-state Services

      New procedures for out of state providers 

      Providers practicing outside of Washington State (out of state providers) treating Washington workers’ compensation patients in the following zip codes must use WordBridge to request an interpreter for scheduled, in-person, spoken language appointments.

      • Oregon zip codes starting with 970, 971, 972, and 978.
      • Idaho zip codes starting with 835 and 838. 

      If you are an out of state provider outside of these zip codes:

      • Request on demand telephonic interpretation via CTS Language Link
      • Request scheduled telephonic and video interpretation via WordBridge through Zoom
      • Use individual out-of-state in-person interpreters with an L&I provider account number, present in the clinic
      L&I out-of-state interpreters
      Out-of-State Interpreter Name​ Phone Email City/State
      Rodrigo M Olguin​ 559-681-2630​ Interpreter.olguin@gmail.com​ Fresno, CA​
      Michael Soler​ 916-201-4794​ Mikesol@comcast.net​​ Roseville, CA​

      Questions? Contact us at interpretation@Lni.wa.gov.

       

      Workers Have a Right to Interpreter Services

      If you are a worker with an open and allowed L&I claim, your healthcare or vocational provider is required to arrange an interpreter, if they believe it is necessary. This service is free to you. If you need to call L&I, you may request an interpreter in any language, and one will be available within minutes.

      For more information, see Get Help In Your Language.