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.
Step by step
- 1Go to Agency, open the Operations page, and select the Consumers tab to see the roster ordered by last name.
- 2Click "+ Add" and enter the consumer's first name, last name, and primary language (all required).
- 3Set Preferred interpreters to surface them first when scheduling for this consumer.
- 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.
- 5Set a preferred interpreter gender (Male / Female / Either), it pre-fills the assignment form and warns coordinators when they pick a mismatched interpreter.
- 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.
- 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.
- 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.
- 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.
- Consumer details are private health information and are never shown on the booking portal or confirmation PDFs. Interpreters see only the communication-need tag names on their job card, never your notes.
Related articles
Still need help?
If this article didn't solve it, submit a ticket and the OneTerp team will follow up.
Contact support