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’s 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 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.