We had a test call from the Calaveras line that we failed. The Spanish speaking test caller called our crisis lines and was told that we were getting a translator. After being on hold for 2 minutes, the tester hung up.
To prevent this from happening in the future, it will be good to check in with the caller every minute or during the process of getting the translator on the line.
Usually, when you call the translation service, an operator will ask you for the access code, name of the agency, and personal code. This takes about 45 seconds. Then the operator will tell you to hold while they try to find a translator. This is when it might take a while. Before the operator puts you on hold, tell the operator not to hang up if you put them on hold to check in with the caller.
While on hold with the translator, click back to the original caller every minute or so to say that it will be another minute before we find the translator and not to hang up. This will maintain the connection with the caller.
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