Jeenie Scheduled Calls Requirements for Linguists

What's in this article:

DEFINITION OF A SCHEDULED CALL

DETERMINING WHO GETS SCHEDULED CALLS

PREPPING FOR SCHEDULED CALLS

JOINING A SCHEDULED CALL

ACTIONS TO BE TAKEN AFTER SCHEDULED CALLS

MISSING/BEING LATE TO A SCHEDULED CALL

WHAT IF THE CLIENT CANCELS THE CALL?

WHAT IF THE CALL ENDS EARLY?

WHAT IF THE CLIENT HASN'T JOINED?

DEFINITION OF A SCHEDULED CALL

A client has the option to pre-schedule a call. The pre-scheduled call will have a specific start time, duration, and link to another platform (if applicable). Scheduled call requests come to the Jeenie Team who then reach out to interpreters to accept the scheduled session. 

DETERMINING WHO GETS SCHEDULED CALLS

Calls are offered first to linguists with the highest standing in the system based on:

• • Time spent on the Jeenie platform available for calls
  • Customer ratings
  • Appropriate skill set match for the call requirements
  • Performance history (successfully completing previous pre-scheduled calls, absence of negative client feedback, being on time for calls, clear and timely communication with the Linguist Experience Team, etc.)

Calls are offered to small pools of linguists, based on priority, and at the same time. The first one to reply will be assigned to the scheduled call.

If a client requests a specific interpreter, the Jeenie team will do everything it can to contact the person requested and offer them the call. If that person does not reply within 24 hours of the scheduled start time, the call may be offered to other linguists. 

PREPPING FOR SCHEDULED CALLS

• Avoid taking on-demand calls within 30 minutes of the scheduled call. 
• Check your email before your call for any last-minute client updates from the Linguist Experience Team.
• Reach out to the Linguist Experience Team at [e-mail] if you have any issues joining the call
• Be ready for your call at least 10 minutes prior to the scheduled start time. Being ready includes: 
• Professional work attire and environment
• HIPAA-compliant environment (closed room with no other occupants, headset, etc.)
• Ensuring camera, microphone, and device are working correctly
• Downloading any 3rd Party Applications (i.e. Zoom, MS Teams, RingCentral, etc)
• Reading the invite sent by Linguist Experience Team for call details
• Checking your internet connection fulfills the minimum technical requirements to operate successfully on the Jeenie platform. If you’re not meeting the minimum requirements at that point in time please notify the Linguist Experience Team at [e-mail] immediately. 

 

JOINING A SCHEDULED CALL

From the Jeenie App: Must be logged in and in the waiting room

• Menu > Scheduled > Join

From a 3rd Party Application (i.e. Zoom, MS Teams, RingCentral, etc): Ensure any 3rd party apps are installed that are required for the call and be logged in. 

• Please sign in as ‘Your First Name - Jeenie Interpreter’ 

ACTIONS TO BE TAKEN AFTER SCHEDULED CALLS

Contact Linguist Experience Team by emailing [e-mail] within 30 minutes after the call ends with your total call time and session ID. You can also submit your time via the Call Duration Report feature in the app. Failure to contact Jeenie immediately following the call will potentially result in the following negative consequences:

• No payment being made
• Only being paid for the scheduled call duration, even if call was longer
• Compromise your eligibility to be assigned to scheduled calls in the future
• Result in probation or temporary suspension, or removal from the Jeenie platform

You must inform the Jeenie team if for any reason the client chooses to end the session early due to dissatisfaction with the linguist's language skills or professionalism. In that case, you may only be paid for the time connected with the client, not the full scheduled duration. Failure to notify us will potentially result in the above-mentioned negative consequences.

MISSING/BEING LATE TO A SCHEDULED CALL

If you agreed to a scheduled call and you are not able to attend, you must give at least 24 hours' notice to the Linguist Experience Team by emailing [e-mail]

If the call was scheduled less than 24 hours in advance and you are not able to attend after having accepted it please notify us as soon as possible. 

• If you do not notify Jeenie at least 24 hours in advance that you are unable to attend a call, it will be considered a “failure to appear.”

If you are late to a call  (late is considered to be joining 2 minutes or more after the start time of the call) it will be considered a “failure to appear” and you will not be compensated for the call. 

Failure to appear or incidents of tardiness will negatively affect your opportunities with Jeenie, such as by:

• Compromising your eligibility to be assigned to scheduled calls in the future
• Resulting in probation, temporary suspension, or removal from the Jeenie platform

WHAT IF THE CLIENT CANCELS THE CALL?

Jeenie allows clients to cancel the call up to 24 hours in advance with no charge. If the client cancels more than 24 hours in advance, the call will be closed and you will not be paid for the session as the session did not take place.

If the client cancels the call with less than 24 hours' notice, you will be paid for the duration the client scheduled. 

WHAT IF THE CALL ENDS EARLY?

If the client joins, Jeenie pays for the entire scheduled duration OR the total time connected to the client, whichever is longer. If the client has not joined, please see What if the Client Hasn't Joined. You are expected to be available the entire scheduled time unless you've been directed by the Linguist Experience Team that your call is closed and you may leave. 

Exceptions to this may be made if for any reason the client chooses to end the session early due to dissatisfaction with the linguist's language skills or professionalism. In that case, you may only be paid for the time connected with the client, not the full scheduled duration. 

Please see ACTIONS TO BE TAKEN AFTER SCHEDULED CALLS for more information on informing the Jeenie team after the call ends and what consequences may happen if you fail to do so.

WHAT IF THE CLIENT HASN'T JOINED?

If the client has not joined the scheduled session, please reach out to the Linguist Experience Team so we can give you directions.

If the client has not joined the session within 15 minutes from the SCHEDULED START TIME, you can leave the call and send in your minutes (See  ACTIONS TO BE TAKEN AFTER SCHEDULED CALLS section). You will need to indicate that the client did not show and that you waited at least 15 minutes after the scheduled start time.

Important: 

You will also need to include a screenshot* that shows:

• No one has joined
• Time/date stamp showing that you remained on the call for at least 15 minutes past the scheduled start time
• URL you were on (or Jeenie App) to show what link you used
• Any messages you received (examples: Waiting to be let in, Waiting for Host to Begin Meeting, You're the only one here, etc). 

*This does not violate HIPAA or privacy since you are in the meetings alone. NEVER TAKE A SCREENSHOT FOR ANY SESSION WHERE YOU CAN SEE THE CLIENT, THEIR PATIENT/CLIENT, OR THEIR NAMES AS THIS IS A MAJOR HIPAA VIOLATION AND WILL LEAD TO BEING REMOVED FROM THE PLATFORM.

By following this process, we can showcase to the client that you were indeed present in the session, ready and waiting, in the event of a dispute. Failure to comply may result in the necessity to deduct the previously credited minutes from the linguist's account should the client dispute the interpreter's attendance.