Learn Our Service Policies

HOW IT WORKS
To insure receipt of late notice or emergency service requests, please call ASAP for immediate response.

When requesting services please have the following information ready:
  1. Requestor's name and telephone number.
  2. Actual consumers, hearing and Deaf or hard of hearing. (including language requirements, if known)
  3. A description of the event
  4. Contact person and telephone number onsite
  5. Time and duration of the assignment
  6. Location (including street address, name of building and room)
  7. Account name and/or billing information

Intake - The Sign Shares Service Coordinators receive requests for service from designated client representatives. Each assignment is evaluated based on information provided by the client representative, considering “Reasonable Accommodation” as defined by the Rehabilitation Act or the Americans with Disabilities Act. A job number is assigned to each request, to maintain a confidential service delivery system.

Placement - When a personal request is made, Sign Shares assigns the individual provider if they are qualified and available. Otherwise, Sign Shares assigns the closest, "qualified" and available service provider.

Confirmation - Prior to the event, every service request is confirmed with the initial caller and the account representative prior to the actual start time of the assignment.

Extensions - Sign Shares will make best effort to extend a service provider on assignment if and when it unexpectedly goes longer than the time confirmed. Extensions are billed at the same rate as the assignment if the same interpreter is available for extension, otherwise extensions are billed at the emergency rate.

Follow Up/Evaluation - Sign Shares allows for service providers, client representatives, and consumers to provide feedback concerning each assignment. Feedback is documented, and copies forwarded to the President for quality assurance purposes.
SERVICE POLICY
Cost of Services: Rates billed for services are very closely tied to actual cost of service provision. Simply quoting an hourly rate would be misleading because although services are charged on an hourly basis, rates vary according to advance notice, time of day, length of time, as interpreters, note takers, or reporters are committed to the assignment and are inclusive of administrative support services. Although we make every effort to standardize rates and terms services provided in any given situation may have extenuating circumstances which justify adjustments to standard rates. Please contact Sign Shares to discuss cost of individual assignments, contract rates for ongoing services, or special projects.

  • Sign Shares bills a two hour minimum with time calculated portal to portal to include time of travel. All assignments are billed on the half hour.
  • Services provided on a major holiday are charged double the normal hourly rate.
  • Interpreters are chosen with regard to qualification and proximity of location.
  • Clients may be responsible for any special expense incurred relating to the assignment

Administrative Support Services
Fees are inclusive of cost for coordination and placement of qualified personnel. All Sign Shares services are supported 24 hours a day, 365 days a year to both clientele and direct service providers. If ever contracted service needs change or service providers are not on site as confirmed, place an immediate call to Sign Shares. In the event a service is changed or extended, a provider assigned is ill or otherwise unable to provide services as confirmed, Sign Shares will provide an alternate solution. Sign Shares experience and judgment filling the communication needs of a myriad of clientele produces the most cost effective service available without compromising quality.

Contracts: Sign Shares contracts with clients and interpreters prior to the commencement of each and every event. There are times when a contract will be “open” for which actual services to be provided are at time of contract still undetermined. Duration of contract and fees for services provided must be determined prior to acceptance of contract.

Terms: Purchase order numbers or authorization for payment is required prior to delivery of services. Payment should be made to Sign Shares and is payable upon receipt of our invoice.

Billing: Monthly invoices are prepared by the Financial Administrator and posted or e-mailed the first or second week of the following month unless otherwise agreed.

Payment: Terms net 15 days of receipt of invoice. Finance charges will be incurred on day 16 with a one time late fee of $50.00 and continues to accrue at the rate of 1.5% per week, including on any and all unpaid balances. Sign Shares accepts all major credit cards and direct deposit.

“Portal to Portal” (Travel Time): Sign Shares' services are generally billed "portal to portal" on averages of 30 to 45 minutes front end & back end from the Sign Shares business office, which includes time committed, per assignment, per interpreter. Special arrangements may include time required for long distance travel, overnight stays, logistics for access to secure areas or preparation.

Cancellation: Notification of cancellations made with less than one full business day remaining before the scheduled event will be billed the full amount agreed upon during intake. Cancellations of assignments requiring pre reading, special preparation or rehearsal prior to the event or cancellations of assignments booked to cover an extended period of time may require additional consideration or adjustment to Sign Shares cancellation policy. 48 hours notice of cancellation is at no charge to our clients as our service providers will not bill us for this assignment since we are able to find them another assignment to attend if they are on our staff.  Independent contractors will have more time to find work elsewhere.
Same day cancellations, by a client, are still billable due to policy and administrative manpower rebooking and rearranging an interpreters schedule. Keep in mind an interpreter that has a no-show could be somewhere else in which they are highly needed. 

Emergency Services: Emergency situations are those which cannot be reasonably delayed without posing a threat to the consumer or client's well-being (day or night). Sign Shares will make every effort to assign an available service provider at a lower rate unless the timing of an assignment requires administrative rescheduling, or requires the provider to "drop and run." All services requiring assignment of a qualified service provider by after hours dispatch personnel are considered emergency. Sign Shares understands there are times when services cannot be reasonably delayed.

Team Services: Certain situations may require multiple interpreters, C.A.R.T. providers and/or note takers. Generally, Sign Shares considers team service providers for assignments requiring one and one-half hours of continuous processing, although each and every assignment is considered as individual circumstances vary. Sign Shares follows Standard Practices established by the Registry of Interpreters for the Deaf, Inc. (RID, Inc.), and makes every effort to provide services as cost effectively as possible.

Service Requirement Determination: Sign Shares will determine the level of service necessary to meet the needs of clients and interpreters. Our many years of experience in directing and coordinating services has given Sign Shares administrative staff the foresight and resources to anticipate and handle any situation, using the most qualified professionals available.

Confidentiality: Confidentiality is mandated by a professional code of ethics as related to professional certification and by State and National Law. Sign Shares administrative staff and all direct service providers are bound by a strictly confidential service delivery system. All administrative records are confidential except as mandated by law.