LanguageLine Interpreters Face High Turnover, Inadequate Training, and Low Pay

Strategic Insights -

American workers with LanguageLine Solutions (LLS), a global leader in interpretation services, are petitioning their employer to respect their employment contracts and pay interpreters for the number of hours they were contracted to work. A new survey conducted by the Communications Workers of America (CWA) shows that interpreters face stressful working conditions, inadequate training, and low pay, leading to high turnover and putting at risk the quality of service they are able to provide. LanguageLine interpreters are forming a union with CWA to address the working conditions that harm the interpreters and those that they serve.

Key Takeaways:

  • 83% of respondents felt that their ability to interpret well is impacted negatively by LLS policies that push interpreters to take calls back-to-back.
  • 52% of respondents reported that they have interpreted for people involved in legal cases without training on legal terminology.
  • 40% of respondents reported that they interpreted for people facing medical issues without training on medical terminology.
  • The lack of training can have dramatic consequences for clients when interpreters are assigned to calls outside of their level of expertise.
  • 75% of LLS interpreters reported a significant reduction in income compared to 2016.
  • LLS interpreters are forming a union with CWA to address working conditions and advocate for better wages and benefits.
  • The Teleperformance-UNI Global Agreement on Social Responsibility affords workers the right to organize a union free of management interference and intimidation, but LLS is refusing to implement the agreement in the United States.
  • Hundreds of LLS interpreters have signed a petition to their employer, calling for better working conditions and pay.
  • CWA is encouraging LanguageLine clients to investigate potential harms to service quality from poor working conditions.

Statistics:

  • 83% of LLS interpreters reported that LLS polices impacting their ability to interpret well.
  • 52% of respondents reported interpreting for people involved in legal cases without training on legal terminology.
  • 40% of respondents reported interpreting for people facing medical issues without training on medical terminology.
  • 75% of LLS interpreters reported a significant reduction in income compared to 2016.
  • LLS employs thousands of interpreters across the country and claims to serve more than 30,000 clients worldwide.

Sources:

  • Communications Workers of America (CWA)
  • LanguageLine Solutions (LLS)
  • Teleperformance-UNI Global Agreement on Social Responsibility