Remote service for Interpreting Services for the Disabled

The remote service for Interpreting Services for the Disabled is intended for customers who have the right to use interpreter services for the disabled.

The remote service is available in the Finnish sign language as well as in spoken Finnish and Swedish. 

The remote service functions on a stand-by principle, and you can use the service for instance to

• book an interpreter, provide further information about your booking, or cancel a booking
• call Kela's customer service together with the interpreter
• handle matters related to for instance interpreter service for students or additional hours of interpreter service
• reply to requests for further information
• give feedback.

You can also use the remote service for short remote interpreting assignments without booking an appointment. A suitable duration for an assignment in the remote service is about 15 minutes. 

As the remote service functions on a stand-by principle, it is suitable for interpreting in uncomplicated everyday situations such as

• scheduling an appointment with a doctor
• calling the day care centre.

If you have several matters to handle at the same time, it is a good idea to book on-site interpreting.

The remote service is not intended for interpreting at long meetings or in complicated situations.  Such situations are for instance meetings with many participants, crisis situations, therapy sessions or legal matters where a crime or a dispute is looked into together with the police or an attorney. 

Due to the stand-by character of the service, it is important that you tell the interpreter beforehand what your matter concerns. The interpreter can assess whether remote interpreting is a suitable interpreting method. If the matter is too complicated for the remote service, the interpreter can ask you to book on-site interpreting. 

The remote service is open at the following times.

How to use the remote service 

1. Launch a remote connection.
2. After a few seconds, you will be connected with a Kela customer service specialist. If none are currently available, you can stay online or close the connection and try again later.
3. Tell the interpreter your name. The interpreter will also introduce himself or herself. 
4. If you have a tablet provided by Kela, you should tell the interpreter the user ID (please remember that the user ID is personal and that you cannot use another person’s user ID).
5. Tell the interpreter whether you wish to make a call or if you for instance wish to book an interpreter. Also tell the interpreter beforehand if you are with your device for remote interpreting in the place where you need interpreting, for instance in a shop, and there is a hearing person in the same place.
6. If you wish to make a call and need interpreting, state the phone number and to whom you are making the call. Tell the interpreter in more detail what the matter concerns. 
7. At the start of the call, you should introduce yourself and explain that you are making the call through an interpreter.
8. Remote interpreting requires good cooperation between the customer and the interpreter. Communicate calmly and clearly. Also pay attention to background, lighting and visibility. It is more difficult for you to make yourself understood if you use a mobile device and move around at the same time. 

Necessary equipment and settings

To use the remote service, you need a smartphone, a tablet or a computer. Your device must have

• a microphone
• speakers or headphones
• a video camera
• a web browser, such as Safari (iOS) or Google Chrome (version 64 or later) 
• sufficient bandwidth for data transfer (at least 1,200 kbit/s)

If you do not have a compatible device of your own, you can borrow one from Kela.

When you use the remote service for the first time you may have to adjust the camera settings on your device. If you need to adjust the settings, you can do so by clicking the gear icon. When you adjust the settings, the picture will go out for a few seconds.

Troubleshooting

If you cannot connect with the remote service, you can first try to delete your browsing history.

If you are unable to fix the problem, send email to Kela’s technical support at tekninentuki@kela.fi.