MEMORANDUM

DISCUSSION:

The purpose of this memorandum is to introduce the new interpreter service. Effective October 15, 2013, AVAZA is no longer the contractor for interpretive services.

CTS Language Link is the new contractor. CTS provides over the phone interpretive services like those previously provided by AVAZA. CTS utilizes an interactive voice response system.

To access CTS Language Link:

Step 1:

Call 888-338-7394

Step 2:

Enter Account Number 16346, followed by # sign

Step 3:

Select 1 to be connected directly to your Spanish interpreter, or
Select 2 to be connected directly to your Russian Interpreter, or
Select 3 to be connected directly to your Vietnamese interpreter, or
Select 4 to be connected directly to your Somali Interpreter, or
Select 9 for all other languages

*If you require a 3rd party call, press 9 to reach a Customer Service Representative

Step 4:

Enter Employee ID, followed by # sign (This is your five-digit worker number)

Step 5:

Enter County ID, followed by # sign (This is the three digit code of the county you are calling from)

NOTE:  To obtain your individual worker number, consult your supervisor who can use SWSN in the Legacy system or find it in the Case Review System.

ATTACHMENTS:

Tips and Advice – How to work with a telephone interpreter

Point to your Language Poster

Interpretation Language List Poster

IM IVR How To Guide

These can also be found in the Quick Links section on the right hand column of the Family Support Division Main Page.

NECESSARY ACTION:

• Review this memorandum with appropriate staff.
• Effective October 15, 2013, use CTS Language Link for interpretive services.
• Effective October 15, 2013, replace the AVAZA posters with the CTS Language Link posters.
• Effective October 15, 2013, discard all information related to AVAZA or any other over the phone interpreter services provider.

AC/jkh