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
Reminder CTS Language Link will not be available after February 28th.
It is our priority to ensure that you have consistent access to high quality interpretation services during the transition from CTS Language Link to WordBridge.
Healthcare and vocational providers may request unscheduled telephonic interpretation services for Washington, out-of-state, and international calls with the patient through WordBridge by calling 833-748-0032.
Providers must be Registered in WordBridge in order to access the on-demand telephonic services. Once registered, follow these instructions to request the on-demand telephonic interpretation services:
Tips for success:
- Submit the requests for all scheduled appointments through the WordBridge portal when you schedule the appointment with the worker instead of using the WordBridge On-Demand telephonic services and trying to secure an interpreter last minute
- When appropriate and if possible for rare languages, schedule the appointments with the worker and submit the request through the WordBridge portal
- We recommend you have the worker on the line before calling WordBridge. If you don’t have the worker on the line, a WordBridge operator can call the worker. Press 2 after dialing 833-748-0032. The operator will connect the interpreter before calling the worker and the interpreter will leave a voice message if needed.
- Have the following information ready before calling WordBridge on-demand:
- WordBridge account ID
- Claim number
- Worker’s first and last name
- Date of injury
- Employer name (for self-insured claims only).
- Clinic/vocational firm name
SOSi will make every effort to secure an on-demand interpreter. If an on-demand interpreter is not secured by SOSi within three minutes, an operator will give the vocational counselor the option to continue holding. If you cannot wait for an interpreter, the operator will share CTS Language Link’s phone number.
Send any feedback and concerns to:
SOSi’s helpdesk via email Support@WordBridge.io or call 888-224-0126
L&I Interpreter Services program Interpretation@Lni.wa.gov