Elderplan Conference Call Process
Start
Step one is to answer the call.
Step 1: Answer the call
The call will begin with the CMS Interviewer stating, “No English. [Requested Language].”
Step 2: Place on Hold
Place the Caller on Hold
Step 3: Select Language Line
From there they will select the option below from their script to initiate the call with Language Line.
Step 4: Dial the Language Line Option
The top lines will now indicate that there are two active calls. You will now launch the dial pad option.
Spanish – Option 1 Cantonese – Option 2 French – Option 3 Mandarin – Option 4 Tagalog – Option 5 Vietnamese - Option 6
Step 5: Merge the Call
Explain to the interpreter that you already have their caller on the line and will merge the calls.
Step 6: Continue the Call
Once the calls are merged, you can continue the conversation just like you normally would! Start by reading the introduction, and the interpreter will relay it in the requested language. Remember, when speaking, both you and the non-English speaker should speak directly to the interpreter, as if they're part of the team! From there, the call will flow just like any English conversation, with the interpreter translating between English and the requested language.
Elderplan Conference Call Process
ISD Team
Created on February 27, 2026
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Transcript
Elderplan Conference Call Process
Start
Step one is to answer the call.
Step 1: Answer the call
The call will begin with the CMS Interviewer stating, “No English. [Requested Language].”
Step 2: Place on Hold
Place the Caller on Hold
Step 3: Select Language Line
From there they will select the option below from their script to initiate the call with Language Line.
Step 4: Dial the Language Line Option
The top lines will now indicate that there are two active calls. You will now launch the dial pad option.
Spanish – Option 1 Cantonese – Option 2 French – Option 3 Mandarin – Option 4 Tagalog – Option 5 Vietnamese - Option 6
Step 5: Merge the Call
Explain to the interpreter that you already have their caller on the line and will merge the calls.
Step 6: Continue the Call
Once the calls are merged, you can continue the conversation just like you normally would! Start by reading the introduction, and the interpreter will relay it in the requested language. Remember, when speaking, both you and the non-English speaker should speak directly to the interpreter, as if they're part of the team! From there, the call will flow just like any English conversation, with the interpreter translating between English and the requested language.