Misti Houglum, Language Services Manager and Timothy Worster, CEODespite its paramount importance, the language services industry faces several challenges. Finding qualified interpreters, navigating the intricate dance of multiple languages and dialects, and meeting the constant demand for immediate or specialized services are hurdles that require strategic solutions. Successfully addressing these challenges becomes a defining factor for the success of enterprises.
Enter Liberty Language Services. As a full-service agency, the company provides comprehensive language solutions that effectively address clients’ concerns by offering an extensive range of languages and dialects, ensuring 24/7 availability, and providing highly trained interpreters in medical, public school, 9-1-1 emergency response, and legal fields. Liberty’s holistic approach is geared to meet the intricate requirements of this domain and to address common client challenges, such as encountering untrained, unqualified, and non-credentialed interpreters.
“Our commitment to customer service, utilization of technology for seamless scheduling and call routing, coupled with our guaranteed satisfaction policy, distinguishes us in the industry,” says Misti Houglum, language services manager of Liberty.
It has a robust on-demand virtual remote and over-the-phone interpretation system, allowing clients to access interpreters 24/7, 365 days a year through a user-friendly platform. Clients can connect with interpreters with just a few clicks or opt for the convenience of dialing in through a toll-free number using a phone, tablet, or computer. The system is diligently monitored around the clock to ensure timely connections and prevent delays in calls.
In addition to remote services, Liberty offers onsite interpretation primarily in the northern Virginia, Washington DC, and Baltimore areas, with plans for expanding nationally. It ensures that all interpreters provided to clients on-site possess various credentials, including vaccination records and background checks to meet the standards required for Joint Commission audits, particularly for clients in the healthcare sector.
Its translation service is also highly regarded, covering over 300 languages for written document translations. The vast network of qualified interpreters and translators ensures swift turnaround times and maintains professionalism in meeting its clients’ diverse linguistic needs.
Liberty employs a rigorous screening process for interpreter candidates, assessing language fluency, prioritizing proficiency in English and another language. They provide a 40-hour medical interpreter training and customize credentials based on client needs. After candidates submit required documents, such as vaccination records and background checks, they are added to the scheduling platform. Addressing client issues involves initiating a meeting, where key staff troubleshoot and collaborate on solutions. This process considers Liberty’s platform capabilities, client needs, and technical constraints, especially in secure sectors like government. The collaborative approach aims to resolve past issues and guide clients through language services intricacies for an effective partnership.
Recently, a client faced challenges in hiring in-house interpreters, particularly for Spanish proficiency, dealing with issues like lateness, absences, interpersonal conflicts, and poor performance despite rigorous screening. To address this, Liberty proposed a solution— contractual engagement of interpreters. This allowed the client to assess suitability without the complexities of direct employment. The contracted interpreter worked at the client’s location for a specified period, addressing issues through Liberty. At the trial’s end, the client could decide on permanent hiring or discontinue the arrangement. This approach ensured both parties were fully informed during the trial, providing an effective evaluation before a long-term commitment.
Our commitment to customer service, utilization of technology for seamless scheduling and call routing, coupled with our guaranteed satisfaction policy distinguishes us in the industry
This exemplifies the company’s outstanding customer service, prominently underscored by its adept and well-trained scheduling department staff. This proficiency has earned Liberty numerous accolades for its accessibility, notably after regular business hours and on weekends. It effectively tackled a significant challenge related to verifying interpreter identities and maintaining interpreter credentials by designing its own customizable credential tracking system that is easily adjusted to the individual needs of each client. More recently, Liberty launched a groundbreaking 24-hour training program for interpreters in public schools, marking the first-of-its-kind initiative that has been operational for six months.
Liberty made significant strides in 2022, launching the Academy of Interpretation and actively pursuing partnerships for its education affiliate program. The Academy aims to expand its reach, offering language service providers the opportunity to integrate its educational platform.
“We are at the forefront of innovation, embracing AI integration across our services, including cutting-edge machine translation. We are also on the verge of introducing a groundbreaking communication access service that will provide real-time translations through CART services,” says Timothy Worster, CEO of Liberty.
While initially designed for court settings, the versatility of CART services extends to various environments, providing real-time captioning for individuals with hearing impairments. These initiatives collectively reflect Liberty’s commitment to innovation, education, and enhanced accessibility in the language services landscape.
