Staffpoint Simulation Workshop

December 13 2013

What is Staffpoint?

• Staffpoint is a customized software used by Access Alliance Language Services to intake new interpretation requests and contact external interpreters.

• Both Clients and Interpreters can access the system for assignments as well as build reports anytime, anywhere through a variety of medias. (i.e. phone, internet, etc)

How do our Services Operate?• AALS receives phone, email and fax requests from client organizations

for specific languages. Client organizations can also input their own assignments.

• Our intake team will contact interpreters through an automated dispatching system and book an interpreter for the assignment. Information is delivered by phone through our voice dispatching and/or sent in an automatically generated email. Staffpoint will call an interpreter once, after which interpreters can call in to the system for open assignments.

• Interpreters will initially be given the date, time, location reference and possibly additional details. Once the interpreter accepts the assignment, the system will provide further details such as service address, client, provider, and number to call to confirm.

• After completing the assignment, interpreters will submit the encounter form to Access Alliance for payment through direct deposit

What is New with Staffpoint• Assignments within a 48 hour timeframe will dispatch every 2 minutes.• Assignments which take place after 48 hours dispatch every 30

minutes.– Ex. On Monday, an assignment on Tuesday will dispatch to a new interpreter

every 2 minutes, but an assignment on Thursday will dispatch every 30 min.• Client Organizations can put in their own assignments and receive

confirmation email notifications• Interpreters can receive requests and confirmed assignments by phone

AND / OR email• Interpreters can view assignment details online/email/over the phone• Interpreters can change their profile and availability• Interpreters can build reports on previous assignments

What Can Interpreters Access?

• Online:– Open Assignments– Confirmed Assignments– Reports– Personnel Profile– Availability

• Over the Phone:– Open Assignments– Confirmed Assignments

Open Assignments• Assignments available to you will show in ‘Open Assignment’ after notifying

all qualified interpreters• Red means open, Light Blue means reserved, Dark Blue means confirmed• You can choose to accept, decline, or see more details• Once you accept or decline, the assignment will disappear from ‘Open

Assignments’

• Once an assignment is confirmed, it will show in ‘My Assignments’

• You can choose between Calendar or List View• The ID, Language, Client, Date, and Duration will show on

the main screen• Click on the edit box under ‘Notes’ for additional details

Confirmed Assignments

Confirmed Assignments

Reports• The Purpose of the Reports section is to provide information on

previously completed or cancelled assignments to support invoicing. • Details given include:

– Assignment ID, Language, Client Organization, Date, Time, Duration, and Status of the Assignment

• Refer to this section before submitting Encounter Forms

Personnel Profile

• Interpreters can update their contact information.

• Under ‘My Details’ you can change your name, address, contact information and password

• Interpreters can also update their photos

Availability• Interpreters now have the opportunity to set their own availability! • Use this function to book time off, set new hours, and ensure the

automated dispatch system calls you for when you are available.– If you do not want to work evenings, set your calendar to ‘not available’

between 7 pm and 8 am.• In the ‘Availability’ section, click on the calendar and choose the date

range and time range.– Ex. Choose from January 3 to February 3 from 7 am to 7 pm

• Choose ‘not available’, ‘recurring daily over entire range’ or do not click either if you are setting a one time availability range

• If you made a mistake, click on the ‘x’ in the top left corner and delete the blocked timeframe.

• Staffpoint will not exclude those who have not set their availability, but it will prioritize interpreters who do.

How to Accept an Assignment

• Interpreters will receive an automated dispatch call from Staffpoint when an assignment meets their qualifications– Ex. “You have an open assignment on June 15 2013 from 12:30 to

13:00 at….”• The system will end the message with the option ‘to accept

the assignment, press 1, to decline the assignment, press 2, to repeat the details of the assignment, press 9”

• If available, press 1 to accept and listen to the additional details of the assignment.

• If an interpreter receives a voicemail from Staffpoint, call back into the system by dialing 647-694-4322 and input the Interpreter ID. Press 1 for open assignments.

• Interpreters can choose to sign up for email notification / confirmation

• Staffpoint will dispatch an assignment by email with info on the date, time & location.

• The interpreter will choose to view the assignment by logging online, & accept the assignment.

How to Accept Email Notification

Confirmation Call

• Old Confirmation Policy: Interpreters must always call to confirm within 24 hours of accepting an assignment. If a number is not given call AALS to confirm receipt of the assignment

• New Confirmation Policy: Interpreters must confirm an assignment within 24 hours of accepting when requested to call to confirm. If an interpreter is not given a phone number, the client will receive an email notification instead. – Ex, Sick Kids no longer requires a confirmation call.

How to Decline an Assignment

• If an interpreter is not available for an assignment we request they decline the assignment.

• Assignments can be declined by phone or email notification.

• Once an assignment is declined it will no longer show in ‘Open Assignments’

Remember

• Cancellations: Please pay attention to the message relayed by the dispatching system. Interpreters will receive cancellations over the phone. If you believe you received a cancellation check online in ‘Reports’

• Military Time: Staffpoint automated dispatch calls give military time (a 24 hour clock). Listen carefully to the numbers

• Backing Out: Interpreters cannot back out of assignments themselves, they must call AALS in order to back out.

• Details: Make sure to always listen and read the details carefully.

Questions?