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. Providers must request interpretation services for all scheduled and unscheduled in-person as well as scheduled telephonic and video interpretation services through SOSi’s scheduling portal, WordBridge.

There is no need for prior authorization on open and allowed claims and you may request interpreter services for Washington 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

L&I doesn't cover interpretation:

  • If the claim isn’t with L&I, such as auto insurance claims or Federal claims
  • If the claim is with another state’s government
  • If the interpreter is a family member or friend of the worker
  • If provided for legal purposes, such as appointments with an attorney, legal conferences, depositions, testimony at the Board of Industrial Insurance Appeals, and court appearances

On-demand over-the-phone interpretation

Healthcare and vocational providers may request unscheduled telephonic interpretation services for Washington, out-of-state, and international calls with the worker 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 an on-demand telephonic interpreter: WordBridge On-Demand Provider User Guide.

Tips for success:
  • 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.
  • Have the following information ready before calling WordBridge:
    • Your WordBridge account ID
    • Clinic/vocational firm name
    • Claim number
    • Worker’s first and last name
    • Date of injury
    • Employer name (for self-insured claims only)
  • Only use WordBridge on-demand for immediate needs. All scheduled appointments must be requested in advance through the WordBridge portal.
  • If SOSi cannot secure an interpreter for these requests, you may call WordBridge on-demand at the time of the appointment to secure an on-demand interpreter.
  • When appropriate and if possible for rare languages, schedule the appointments as far in advance as possible to give SOSi time to look for an appropriate interpreter.

SOSi will make every effort to secure an on-demand interpreter. If an on-demand interpreter is not secured, SOSi will transfer the call to CTS Language Link.

Note: CTS Language Link will only be used as a backup when an interpreter is not secured by SOSi.

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

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