For agencies🏢 Agency Management

Manage consumers

Record the Deaf or LEP individuals you serve, with their language, communication needs, and preferred or do-not-send interpreters.

Consumers are the people who receive interpreting services. Their language and preferences drive scheduling suggestions and exclusions, and each consumer record now carries a note log and a job history alongside the details.

Watch the walkthrough

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Language, needs and who should or shouldn't be sent. · Open in a new tab

Step by step

  1. 1Go to Agency, open the Operations page, and select the Consumers tab to see the roster ordered by last name.
  2. 2Click "+ Add" and enter the consumer's first name, last name, and primary language (all required).
  3. 3Set Preferred interpreters to surface them first when scheduling for this consumer.
  4. 4Set Do-not-send interpreters to exclude them from this consumer's jobs, and type a short reason in the box beside each name so the next coordinator knows why.
  5. 5Set a preferred interpreter gender (Male / Female / Either), it pre-fills the assignment form and warns coordinators when they pick a mismatched interpreter.
  6. 6Under "Communication needs & preferred qualifications", add tags. A tag from the Communication Needs category travels with the job for whoever is assigned to read. Every other tag is an interpreter qualification and appears as a suggested requirement when this consumer is booked.
  7. 7Save, then use the Notes and Job history tabs at the top of the same panel to leave a standing instruction or look back at what this person has been booked for.
  8. 8Use Edit to update preferences later, or Archive to take someone off the working list.

Tips

  • Preferred and do-not-send lists are mutually exclusive, an interpreter cannot be in both.
  • A do-not-send reason is optional but worth writing. Without one, nobody later can tell a real conflict from a stale entry, and the reason shows up in the warning a coordinator sees at booking.
  • Adding a reason weeks later credits you with the reason, not with creating the bar. Who added the entry and who wrote the reason are recorded separately.
  • The gender preference is warn-only, coordinators can still assign anyone, since a same-gender interpreter may not be available.
  • Consumers are archived, not deleted. The record stays for the jobs and billing history attached to it.
  • On the dispatch board, clicking a consumer's name in a job's detail popup opens this tab in a new tab with that person's record already open. If the consumer has been archived, you see a note saying so instead.
  • Booked the same person twice under slightly different names? Use Merge consumers to keep one record and archive the other. Open jobs move to the kept record, both do-not-send lists are combined, and the merged record's notes stay readable from the kept one. Merging needs both Customers and Coordinate access at the Manage level, because it moves scheduled jobs.
  • Consumer details are private health information. The old PIN request form never shows them, and on a customer's request portal a consumer's name shows only to the people you approve to see jobs. Confirmations leave them off too, unless your agency chooses to show the consumer's name in Manage Sent Emails. Interpreters see only the communication-need tag names on their job card, never your notes.

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