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Frequently Asked Questions

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General
- What are sign language interpreting services?
  - Sign Language Interpreting Services (i.e., American Sign Language (ASL), Pidgin Signed English (PSE), Computer Accessed Real-time Translation (CART), Oral interpreting, Oral Tactile, Cued Speech are utilized by NIH employees, patients and/or their family members, guests and visitors who are deaf/hard of hearing. These services are available on and off the NIH main campus including Frederick and Baltimore Maryland, Research Triangle, North Carolina and Rocky Mount, Montana.
- Who provides the sign language interpreting services?
  - Services are provided through a performance based contract with Access Interpreting. (AI). The standards of performance are monitored by the Office of Research Services, Division of Amenities and Transportation Services (DATS) Interpreting Services Team.
- Does the contract allow for professional note taking?
  - No.
- Will my IC/Center be charged for using the sign language interpreting services?
  - There is no direct charge to the IC for using the service. It is centrally funded.
- How do I submit a sign language interpreting request?
  - Please enter all requests through the AI Portal at http://www.portal.ainterpreting.com
    
    We recommend Internet Explorer 7 and higher, Firefox and Chrome as the internet browser. Please note: All requests, changes and cancellations must be made through this system.
- What should I do if I am having trouble using the AI Portal system?
  - Contact AI at support@ainterpreting.com to request technical assistance.
- Can I access the AI Portal from home?
  - Yes. The web address is http://www.portal.ainterpreting.
- How far in advance should I make my request?
  - As soon as you know you are going to need the service.
- If my request is for an “Open to the Public” event, who do I list as the consumer?
  - If you do not have a confirmed Deaf attendee for an assignment, please select “General Audience” when making the request.
- How do I make an ongoing request?
  - Ongoing requests are made the same way as a regular assignment. However, in the notes portion of the job, please leave instructions about how the assignment should be made for example: “every Tuesday, every Third Thursday, etc.”
- What should I do if I do not receive a confirmation e-mail?
  - You should always receive a confirmation that you will have an interpreter. If for some reason you do not receive one, you can always contact the AI office at www.NIH@ainterpreting.com and ask about the status of your request.
    
    If AI is unable to fill the request, you will be contacted.
- How do I make a change (e.g., date, location, time) to my request?
  - Please enter all change requests through the AI Portal at http://www.portal.ainterpreting.com
- How do I cancel a job?
  - Go to the specific job in the jobs portal. At the bottom of the job are several action buttons. Click on the orange star. This will bring up a list of options, including “cancel job”. You will be prompted to answer why you want to cancel the job. Detail your reason and click on the “cancel the job” button. An email will be sent to AI alerting them of the cancellation.
- Does the interpreter stay for the entire time if there is no Deaf person present?
  - It is at the discretion of the requester/POC to dismiss the interpreter if no services are required.
- What should I do if an interpreter is required for an emergency situation or after normal business hours?
  - An emergency situation would be to provide interpreting services for occupational medical services (OMS), employee assistance program (EAP), police & ambulance emergencies & doctor & patient meetings, after normal business hours, federal holidays and weekends. The emergency number is 1-571-730-4330.
- Who do I contact to make a comment, complaint or compliment about the service?
  - Contact the DATS Interpreting Services Team at 301-402-8180 or email: interpretingservices@mail.nih.gov.