Availability and Acceptance of Assignments
While we strive to meet the needs of the local community as completely as possible, requests for interpreters are not guarantees of service. Requests are processed in the order received and assigned based on the availability and expertise of interpreters.
Hours and Rates
Business hours are 8:00am-5:00pm, MST, Monday through Friday. Assignments falling outside business hours are billed at a higher rate. Assignments scheduled with less than 24-hour notice or falling on holidays are billed at a separate rate as well. See our rate sheet for details.
Initial Fee
The initial fee for all local in-person assignments, excluding court work, will consist of the appropriate hourly rate multiplied by the greater of the two: expected duration of the assignment plus 30 minutes, or the equivalent of two hours. Two-hour equivalent includes interpreter arrival 15 minutes before the scheduled start time of the event or appointment, as well as 15 minutes of travel time. Expected duration is billed in 15-minute increments, rounded up after 5 minutes. Two-hour equivalent WILL be billed for all assignments lasting less than 1.5 hours from the event’s scheduled start time. Assignments completed in less time than originally requested will be billed for the full expected duration plus 30 minutes, as described above.
Earlier arrival times may be requested to ensure sufficient preparation for the interpreter including any coordination or set up needed at the assignment venue. Earlier arrival times will be added to the total billed time.
Expected Duration
The expected duration of the assignment plus 30 minutes, if greater than 2 hours total, will be billed for all assignments lasting longer than 1.5 hours from scheduled event start time. Expected duration should be estimated as accurately as possible by the requesting party. Services cannot be guaranteed to continue outside the scheduled time. However, if the interpreter is available and willing to continue the assignment, any extension may be charged at emergency rates.
Number of Interpreters
Due to the physical and mental demand placed on the interpreter when providing services, as well as the specific needs of the consumers involved, a team of two or more interpreters may be required. Hourly rates are per interpreter.
Travel
In-person assignments outside the Roswell area may be subject to additional charges for travel time and/or mileage. Travel time is billed at the same rate as services provided, and mileage is charged at the state mileage rate. Should assignments outside the Roswell area result in costs for accommodations, etc., all such costs shall be reimbursed by the party requesting services.
Short-Notice Requests
As noted above, all assignments requested with less than 24 hours notice are billed at a separate rate. See our rate sheet for details.
Cancellation
Assignments cancelled with less than 24 hours notice, for any reason – including if the Deaf consumer does not show up, will be billed for the full scheduled time and associated costs.
Convenience Fee
A convenience fee of 3.5% will be applied to all payments made via credit card or online service. Payments may be made by check or ACH at agency discretion.
Late Fees
Invoices are to be paid within 30 days of receipt, unless otherwise negotiated. Invoices more than 30 days past due will be assessed a $50 late fee payable with the invoice. Additional late fees may be assessed every subsequent 30 days of non-payment. After 90 days, further services may be denied until outstanding invoices and late fees are paid in full. Parties with a history of late payments may be required to pay for services before they are rendered.
Sign language interpreting during medical services may be partially reimbursed by Medicaid. Invoices are expected to be paid in full regardless of reimbursement. Small businesses may be eligible for a “Disabled Access Tax Credit” for expenditures made for the purpose of complying with the Americans with Disabilities Act (ADA), which includes interpreting services for the Deaf and Hard of Hearing.
Disclosures
The agency and its interpreters are trained in, and bound by, HIPAA requirements. To prevent ethical conflicts and ensure that interpreters can provide appropriate services, the name(s) of any consumer(s) for whom services are being requested, as well as the general nature of the assignment, must be disclosed prior to the agency assigning an interpreter. In the event this information is not provided, the agency and/or the interpreter may decline the assignment if ethical conflicts are identified upon arrival. This will be considered a billable cancellation subject to the relevant terms described herein.
Remote Services
In-person interpreting services are typically preferred by Deaf and Hard-of-Hearing consumers and are frequently better suited to meeting consumers’ needs. However, in-person services are not always feasible depending on the location of the assignment and the availability of interpreters. Remote services may be available for such circumstances. The initial fee for remote services is equivalent to one hour at the applicable rate, or the estimated duration, if longer. The one-hour equivalent includes the interpreter logging in 15 minutes before scheduled start time to ensure successful connection and allow time for troubleshooting, if needed. Whiptail Interpreting can provide a videoconferencing platform for remote assignments, if needed, for an additional fee. The same terms apply for remote services as for in-person services.