The Social Security Administration (SSA) is committed to providing fair and equitable world-class service to the American public, regardless of an individual's inability to communicate effectively in English.

SSA recognizes that using qualified interpreters efficiently facilitates our processes, deters fraud, and ensures that individuals with limited English proficiency (LEP) are not disadvantaged.

SSA will provide an interpreter free of charge to individuals requesting language assistance or when it is evident that such assistance is necessary to ensure that the individual is not disadvantaged. SSA does not require individuals needing language assistance to provide their own interpreters.

If the individual prefers to use their own interpreter, such as a family member, friend, or third party, SSA will determine if the interpreter meets SSA's requirements for a Qualified Interpreter.

Generally, SSA will not permit a child under age 18 to serve as an interpreter due to the nature and complexities of SSA's business processes.

NOTE: For more information regarding SSA’s LEP services, visit the “Serving Multilanguage Audiences” on the SSA website.

Consider good cause for late filing if an individual's lack of facility with the English language:

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  Prevented them from filing a timely request;

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  Prevented them from understanding; or

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  Prevented them from knowing about the need to file a timely request for appeal. See GN 03101.020A.3.d.

Fully document all actions taken to ensure the individual's understanding of the claims process and of reporting responsibilities to support or deny any future determinations on good cause.

Interviewers should follow these steps.

1. 1. 

   Be alert to the language needs of any individual having difficulty understanding or speaking English and be sensitive to the cultural differences that could affect the interview.

2. 2. 

   Determine whether the individual wishes to conduct the interview in English or what language other than English they prefer to use;

   • •

     If available, offer to obtain the services of an in-office interpreter prior to an interview if an appointment is being scheduled for a future in-office interview.

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     Offer to obtain an interpreter by telephone through the nation-wide TIS if the future appointment is a telephone interview, or you need immediate service.

3. 3. 

   Provide an interpreter when the individual requests one, whenever it is difficult to understand the individual, or when it is evident that language assistance is needed to ensure that the individual is not disadvantaged, even if the individual does not request an interpreter.

4. 4. 

   Use the following option when you cannot identify the individual's preferred language.

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     For in-office interviews, use the interpreter poster or language card available in all field offices and at the Multilanguage Gateway Internet. The interpreter poster and language card explain SSA's interpreter policy in many languages and may be helpful in identifying the individual's preferred language.

5. 5. 

   For information inquiries, provide available pamphlets and fact sheets in the language that the individual prefers. See the Multilanguage Gateway on the SSA website. These sites are updated frequently and provide expanded information about SSA's interpreter services and materials available in languages other than English.

6. 6. 

   If the individual has access to the Internet and materials are available for their language, refer the individual to the Multilanguage Gateway on the SSA website.

7. 7. 

   Assure the individual that SSA will provide them with quality service.

8. 8. 

   Inform them that SSA will provide interpreter services free of charge.

9. 9. 

   Follow instructions in GN 00203.011H if the individual prefers to use their own interpreter.

In priority order, SSA will accept the following list of qualified interpreters provided they satisfy the requirements outlined in GN 00203.011B.2.

1. 1. 

   SSA bilingual employees.

2. 2. 

   Also included as qualified interpreters, with the same priority as SSA bilingual employees, are:

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     Employees of the Veterans Administration Regional Office in Manila,

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     U.S. Military Consular Officers,

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     Officials of foreign government liaison agencies, or

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     Designated employees of the Federal Benefits Unit of a U.S. Foreign Service Post, who are fluent in the language they will interpret.

3. 3. 

   Bilingual consultative examination providers for disability claimants.

4. 4. 

   Non-SSA interpreters in the community who have an agreement with SSA to provide interpretations and who do not charge a fee for interpreter services; e.g., members of church groups, university employees or students, employees of other Federal, State, local agencies, ethnic social service agencies, or members of advocacy groups.

5. 5. 

   Employees of vendors contracted by SSA to provide interpreter services. This category also includes all interpreters working for the nation-wide SSA TIS.

6. 6. 

   Non-SSA interpreters in the community who charge a fee for interpreter services; e.g., members of church groups, university employees or students, employees of other Federal, State, local agencies, ethnic social service agencies, or members of advocacy groups.

1. 1. 

   Third party interpreters for in-office interviews are hired through authorization or prior approval of the field office manager and are paid for by government credit card or a third-party draft. After the initial authorization of the individual as a qualified interpreter, no SSA-795 or other verification is required for SSA provided interpreters.

2. 2. 

   Telephone interpreters are provided through a national contract with a professional language interpreter service. Since the company is a contractor for SSA, no SSA-795 or other verification is required. No local authorization is required to use the TIS.

The SSA interviewer must:

1. 1. 

   Direct all questions and comments to the individual being interviewed, not the interpreter.

2. 2. 

   Ask one question at a time and listen to the interpreted response before asking the next question.

3. 3. 

   Use short sentences to help the interpreter provide exact interpretations.

4. 4. 

   Avoid jargon or words that have two or more meanings. Provide examples if they are needed to explain a question. For example, instead of saying “What is your living arrangement?” Say “Do you live alone or with others?”

5. 5. 

   If the interpreter lapses into third-party references (“they say”), intervene and redirect the interpreter to ensure that the interview continues in the first person (“I”).

6. 6. 

   When using an in-person interpreter, think carefully about the physical positioning of the interpreter to minimize the likelihood that the interview will become a conversation between the claimant and the interpreter. Have the interpreter sit next to the SSA interviewer, when possible, rather than next to the claimant.

7. 7. 

   Document the file with the individual’s language preference using the “Transfer remarks” field(s) on the Title II or Title XVI Information screen in EDCS. Annotate “LEP [specify language] interpreter needed”. See DI 81010.080 for more information on how to document EDCS.

8. 8. 

   Include the following statement on an SSA-795 or RMKS screen in MCS or Person Statement in CCE over the individual needing language assistance's signature.

   “The interview was conducted in (state language) which is my preferred language. This statement was read to me in (state language). I understand it.”

   The statement should also include any additional actions taken to ensure the individual's understanding of material covered during the interview over the individual's signature.

9. 9. 

   Make appropriate systems entries to identify the preferred spoken and written language of the individual (CLLG screen) and to issue non-English language notices, if available. Currently, only English and Spanish notices are systems generated for Title II and Title XVI claims.

The SSA interviewer must:

1. 1. 

   Explain to the individual that SSA can provide a qualified interpreter at no cost to assist them in conducting business with SSA, so they are not disadvantaged.

2. 2. 

   Explain to the individual and interpreter that the role of an interpreter is only to communicate accurately what is being said by SSA and the individual. The interpreter must not add, omit, or change anything that is being said.

3. 3. 

   Determine the qualifications and identity of the interpreter before beginning the interview.

4. 4. 

   Explain that SSA only pays for interpreter services provided by SSA.

5. 5. 

   Have the individual's own interpreter sign an SSA-795 with the following statement and information.

   • •

     “I am acting as an interpreter for (individual's name) to provide accurate communication between (individual's name) and SSA”;

   • •

     I can read, speak, and understand English and (language), which is the language or dialect of (individual's name);

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     Interpreter's name, address and telephone number;

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     Relationship, if any, of the interpreter to the individual (e.g. sibling, parent, friend, minister);

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     Any relevant comments that the interpreter wishes to include; and

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     Any relevant comments the interviewer deems necessary to document over the interpreter's signature.

     NOTE: Interpreters provided by SSA, whether in the office or by telephone, do not have to sign the SSA-795.

6. 6. 

   Take the following actions when you conduct the interview by telephone with an individual's own interpreter.

   • •

     Explain the LEP policy and procedure as outlined in this subsection, including the need for a signed SSA-795;

   • •

     Terminate the interview if the interpreter states that they will not sign the SSA-795 that will be mailed, and follow the procedures in GN 00203.011H.8.; or

   • •

     Continue the interview and proceed without the signed SSA-795 if the interpreter agrees to sign the SSA-795;

   • •

     Mail the SSA-795 to the interpreter's address; or

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     Mail the SSA-795 with the application package if the interpreter and the individual have the same address.

   • •

     Do not finally adjudicate the claim to an allowance or denial until the interpreter returns the signed SSA-795.

7. 7. 

   See RM 10205.097 when obtaining the SSA-795 in conjunction with an interview for an SSN.

8. 8. 

   Take the following actions when attempts to obtain the interpreter's signed SSA-795 fail.

   • •

     Locate a second interpreter using the qualified interpreter listing found in GN 00203.011E.

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     In disability claims, notify the DDS, if appropriate, that you are re-interviewing the individual with a second interpreter.

   • •

     Use the second interpreter to re-interview the individual. Verify the information on the application and related forms.

9. 9. 

   Take the following actions, if the individual wants to use a child under age 18 as an interpreter. (Generally, SSA will not permit a child under age 18 to serve as an interpreter due to the nature and complexities of SSA’s business processes.)

   • •

     Advise the individual that SSA cannot use a child under age 18 as a qualified interpreter and that you must call a telephone interpreter through the TIS. If the TIS cannot provide an interpreter because the individual speaks a rarely used language or dialect, or if business cannot be completed that day because no TIS interpreter is available through the day, use the child solely for the purpose of obtaining contact information for the individual and scheduling a later appointment so you can locate a qualified interpreter in the community. Do not attempt to conduct an interview using the child as an interpreter.

   • •

     Document your actions in an SSA-795.

   • •

     Determine from SSA systems and any documents that the individual may have with them, if the individual has been notified of any adverse action with regard to benefits received. If the individual has been subject to any adverse action, assume that the individual wishes to appeal the adverse action and wishes to receive benefits pending resolution of the matter. Take the necessary action to reinstate or continue benefits. If such an appeal is not timely, there is good cause for late filing of such an appeal because SSA has not been able to provide a qualified interpreter. If the individual is attempting to apply for benefits, use the contact date as the protective filing date for any such claim that is subsequently filed.

   • •

     If business cannot be completed that day while using the TIS interpreter, use the TIS interpreter to schedule the next appointment, not the minor child.

1. 1. 

   The interviewer should take the following steps when the interpreter:

   • •

     Is not acting in the individual's best interest;

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     Is not providing accurate information to SSA;

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     Does not agree to sign the SSA-795; or

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     Is engaging in fraudulent activity or possible interpreter fraud.

2. 2. 

   Advise the individual needing language assistance that SSA will provide free interpreter service to ensure the individual is not disadvantaged.

3. 3. 

   Offer to continue the interview, but only with the additional assistance of an interpreter SSA provides.

4. 4. 

   If the services of a qualified in-office interpreter are necessary:

   • •

     Terminate the interview;

   • •

     Inform the individual that SSA will provide a qualified in-office interpreter at the time of their rescheduled appointment date and time;

   • •

     Document the file giving the reason the interview was terminated; and

   • •

     Protect the individual's filing date as outlined in GN 00204.010 and SI 00601.015 through SI 00601.025 for title XVI.

5. 5. 

   If the services of a telephone interpreter would be suitable, explain that the TIS must be called before the interview can continue.

   • •

     Tell the individual that their interpreter can remain during the interview, if they request it, but that you will direct all questions to the individual being interviewed and you must receive all responses from that individual.

   • •

     Call the TIS and obtain an interpreter before continuing the interview.

6. 6. 

   Follow the procedures in GN 04111.000 if fraud is suspected at any time during the interview or development of the case.

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  GN 03101.020, Good Cause for Extending the Time Limit to File an Appeal

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  GN 04010.001, Reopenings – Good Cause

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  GN 04120.005, Policy for Promise of Confidentiality to an Informant

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  SM 01005.545, FV Field - Foreign Language Code

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  SM 00510.591, Language Preference (LANGUAGE PREFERENCE) Data

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  DI 23040.001, DDS: Interpreters for Individuals with Limited English Proficiency (LEP) or Individuals Requiring Language Assistance

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  DI 33010.030, Disability Hearing Unit (DHU): Interpreters for Beneficiaries (or Recipients) with Limited English Proficiency (LEP) or Individuals Requiring Language Assistance

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  DI 23025.010, Disability Determination Services (DDS) – Handling Potential Fraud or Similar Fault (FSF) Cases

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  HALLEX I-2-1-70., Foreign Language Interpreters

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  HALLEX I-2-6-10., Hearing Procedures - Foreign Language Interpreters