Click each presentation title to view speaker bios and videos!

Registration and Continental Breakfast

9:00 AM - Opening Remarks

Mila Golovine

President and CEO, MasterWord Services, Inc.

A graduate of the first entrepreneurship class of the Wolff Center for Entrepreneurship at the Bauer College of Business at the University of Houston, Ludmila (Mila) Rusakova Golovine 22 years later runs the business that she presented in her class business plan. MasterWord Services has grown into a multi-million dollar company which has obtained the prestigious ISO 9001:2008 certification and has been recognized as a Top 100 Woman-owned business in Texas and a Top 500 Woman-owned business in the United States (DiversityBusiness.com) as well as ranked as one of the “10 Largest Language Services Providers in North America” and one of the “50 Largest Language Services Providers Worldwide” (Common Sense Advisory) Golovine is recognized nationally and internationally for her innovative management processes and industry-leading client solutions. She has groomed MasterWord Services’ scope and capabilities for two decades as a professional translator, interpreter, and business leader. Mila understands the complexities of the global marketplace and gives her teams the tools to hone razor-sharp plans of action that generate successful results. She excels at providing her clients international business solutions based on creative thinking and strategic planning.Originally from the former Soviet Union, Rusakova Golovine is an alumnus of the University of Houston and the Wolff Center for Entrepreneurship at the Bauer College of Business. Golovine is honored to be featured on the Bloomberg BusinessWeek profile of her alma mater as a most prominent alumni.

9:10 AM - Language Access from My Perspective

Each stakeholder of the medical interpreting encounter has a unique perspective to share. In this presentation, we will hear about the challenges faced by the non-English speaking patients. Participants will gain valuable insight into the challenges faced by the consumers of language access services.

Cody Francisco

Region IV of the Registry of Interpreters for the Deaf adjunct professor for several Interpreter Training Programs

M. Cody Francisco, CDI is a native of Jenks, Oklahoma and brings over 14 years of professional interpreting experience. Cody was born into a family of 7 children and became profoundly deaf at 8 months old as a result of Spinal Meningitis. He attended Oklahoma State University for his Bachelor’s in Human Resource: Organizational Development. He also attended Rochester Institute of Technology and obtained his Bachelor’s of Social Work and Master’s in Multidisciplinary Studies with a focus in Deaf Studies and Counseling. Cody is an adjunct professor for several Interpreter Training Programs. He is actively involved with the Deaf Community as well as the Interpreting Community. Cody is also a representative for Region IV of the Registry of Interpreters for the Deaf. During his free time, he enjoys traveling and spending time with his family and friends. He currently resides in Houston, TX.

Dr. Isaac Ndzaka

Dr. Isaac Ndzaka is a Doctor of General Medicine with experience in cancer cell research, bacteriology, hematology, biochemistry, emergency medicine and trauma care. Dr. Ndzaka comes from Republic of the Congo, where he led rescue operations in the civil wars of the 1990s.

In 2009, he joined the Texas State Guard Houston Medical Response Group and in 2010, moved to the Galveston Medical Response Group. For his excellence he was rewarded the Texas Humanitarian Service Ribbon during Hurricane Alex.

Today, he works at St. Luke’s Memorial as a Cardiac Monitor Tech. Dr. Ndzaka will present on what it is like to be a recipient of Language Access Services and share his unique challenges.

10:00 AM - Providing Language Access in Healthcare: Melina Kolbeck in Conversation with Mara Youdelman

This presentation provides a unique opportunity to understand the perspective of the healthcare organizations that are tasked with providing language access. Participants will be able to understand the challenges hospitals face in meeting requirements, from the Director of Language Access Services at Children’s Health in Dallas, as she engages in conversation with a representative from the National Health Law Program.

Melina Kolbeck

Director of Language Access Services, Children’s Health of Dallas

Melina Kolbeck is currently the Director of Language Access Services for Children’s Health of Dallas. She is has a Bachelor in Communications Science from ITESM in Monterrey, Mexico. From 2001 and 2013, while offering her experience as a Bilingual Consultant, she was a frequent speaker about the Hispanic Culture in central Wisconsin and medical dilemmas for interpreters. In 2001, Melina started her career in language access while working at the Marshfield Clinic of Marshfield Wisconsin. She provided advocacy to develop language access to Limited English Proficiency families living in Central Wisconsin serving as the Interpreter Services Coordination. In September 2005, Melina was hired as the Interpreter Services Regional Manager for Ministry Health Care where she had the opportunity to implement a new plan and process for medical interpreters hiring and assessment, scheduling and translation in four of the Ministry Health Care sites. In April 2007, Melina Kolbeck accepted the Language Services Manager position for the Marshfield Clinic System, with this position she implemented processes and policies for easy access, interpretation and translation services for LEP patients for 52 of the Marshfield Clinics sites. Lastly, from 2001 to 2012 she also worked as a Medical Interpreter for St. Joseph’s Hospital and regionals. During this time she completed the Bridging the Gap 40-hour training, International Institute of Wisconsin 10-hour Interpreter Training Seminar, SWITS Equal Footing for Medical Interpreting 40-hour training among others.

Mara Youdelman

Managing Attorney, NHeLP, Washington DC Office

Mara Youdelman is the managing attorney in NHeLP’s Washington DC office. She has worked at NHeLP for more than a decade on issues that include Medicaid, health reform, language access, racial and ethnic disparities, and data collection.

Recognized as a national expert on language access in health care settings, Mara has written a number of reports and participated on expert advisory panels on the subject. She is co-author of Ensuring Linguistic Access in Health Care Settings: Legal Rights and Responsibilities and Language Services Resource Guide for Pharmacists. Mara also directed the National Language Access Advocacy Project, funded by the California Endowment to increase awareness of language access issues at the federal level, and served as a Founding Commissioner on the Certification Commission for Healthcare Interpreters. She was named a 2011 Language Access Champion by the National Council on Interpreting in Health Care (NCIHC) and a 2010 Health Reform Champion by SHIRE (the Summit Health Institute for Research and Education). Read More…

Break

11:00 AM - First, do no harm: The case for specialized education and credentialing in healthcare interpreting

Laurie Swabey

Professor of Interpreting at St. Catherine University
Director of the CATIE Center

In this presentation, Laurie Swabey makes the case for specialized education and credentialing for all ASL-English interpreters who work in healthcare settings. Deaf people identify healthcare as one of the most important settings in which qualified interpreters are needed, as well as the setting in which it is most difficult to obtain a qualified interpreter. Further, empirical and descriptive studies of healthcare interpreting increasingly are shedding light on the complexities of working in this setting. First, Laurie will describe linguistic challenges in healthcare interpreting, and report on discourse features and linguistic strategies used by Deaf physicians and interpreters to mitigate these challenges. Next, a wider perspective is taken by presenting data from a study on the importance and frequency of the tasks inherent in healthcare interpreting. Taken together, this evidence illustrates the complexity of healthcare interpreting, which must be realized in the education, credentialing and hiring of interpreters in healthcare. Finally, as a practical application of this content, an interactive career lattice for healthcare interpreters is presented, demonstrating resources and steps for building competencies in healthcare interpreting.

About the Speaker:

Laurie Swabey is Professor of Interpreting at St. Catherine University and Director of the CATIE Center where she leads the national initiative for the NCIEC on healthcare interpreting. She holds a PhD from the University of Minnesota in Linguistics. She has served as a member of the advisory board for the National Council on Interpreting in Healthcare (NCIHC) and the CCHI (Certification Commission for Healthcare Interpreters). Recent publications include Advances in Interpreting Research (Benjamins, 2011), In our Hands: Educating Healthcare Interpreters (Gallaudet University Press, 2012); An Examination of Medical Interview Questions Rendered in American Sign Language by Deaf Physicians and Interpreters (in Investigations in Healthcare Interpreting, 2014); Conveying Medical Prescriptions in ASL: Use of emphasis by interpreters and deaf physicians (International Journal of Translation and Interpreting Research, 2014) and Communication Access for Deaf People in Healthcare Settings: Understanding the Work of American Sign Language Interpreters (to appear in the Journal of Healthcare Quality).

11:50 AM - The Brave New World of Language Professionals

Winnie Heh

Professional Interpreter

As a Career and Academic Advisor at one of the world’s premiere educational institutions for translators, interpreters and localization managers, Winnie Heh continuously forges productive partnerships with employers, educational institutions, as well as translator and interpreter association in order to convert her insights into curriculum innovation and enhance students’ employability.
She will present:
1. The Brave New World – How the convergence of technology, global e-Commerce and cost of higher education create both challenges and opportunities for language professionals and employers?
2. I’ve Got Talent – What the future language professionals look for in their work life? How do we coach the next generation of language professionals to thrive in the Brave New World?
3. It Takes a Village – What investments the employers, the academia and language professionals need to make to ensure sustainability of the competent human capital in the language industry?

About the Speaker:

Winnie Heh is a professional interpreter with more than 20 years of diversified executive experience in operations, sales, marketing, M&A, technology and international market expansion in the language services industry.  She created, integrated and led a variety of remote interpretation, localization and on-site interpretation organizations.  One of the trail-blazers at the early stages of remote interpretation, she led the creation of selection, training and management practices of work-at-home and office-based interpreter workforce in the U.S. and overseas as well as pioneering a “multi-campaign” scheduling system in conjunction with the Bell Labs.  An advocate for the professionalization of language industry, she led the development of the written and oral certification examinations that is now administered by the National Board for the Certification of Medical Interpreters. She currently serves as the Career and Academic Advisor specializing in Translation, Interpretation and Localization careers at her alma mater, the Middlebury Institute of International Studies at Monterey, growing the next generation of language professionals.  She is a Board member of the California Healthcare Interpreting Association.

She has an AA degree in Accounting and Statistics, a BA degree in English Literature and an MA degree in Translation and Interpretation.

Lunch

1:50 PM Interpreting: Impacting the Big Picture with Individual Action

Katharine Allen

Healthcare and Community Interpreter

The healthcare interpreting profession exists because individual interpreters and stakeholders fought long and hard to create it. Today, the introduction of technology, new regulation, increased oversight, and other factors beyond the control of any individual are buffeting our field. These changes can both threaten and strengthen what we do, depending on how we respond to them. Just as individuals created our profession, individuals can now help our field navigate this time of disruption and change. The ILSC Workgroup Session will present participants with a big picture view of trends impacting our profession, followed by a structured working session to tackle three key issues voiced by you: Competency and qualifications, Integrating Language Access into Healthcare, and Fiscal Challenges.

About the Speaker:

Katharine Allen is a veteran healthcare and community interpreter with over 3 decades of experience interpreting, training interpreters and trainers, and providing curriculum design and language access services. She is founder and co-president of InterpretAmerica. Currently she is lead developer for the Indigenous Interpreting+ 60-hour training for indigenous language interpreters and participates in several projects to provide professional interpreting for medical mission and global disaster response efforts. Katharine teaches healthcare interpreting online for the Glendon College School of Translation Master in Conference Interpreting. She is co-author of The Community Interpreter® International: An International Textbook and a licensed trainer for The Community Interpreter® curriculum. Katharine speaks nationally and internationally for and about the interpreting profession on a regular basis.  She has an MA in Translation and Interpretation from the Middlebury Institute of International Studies at Monterey. For updates on interpreting, training and technology, follow her on Twitter @Interpamerica. Read more…

Work Group Session

New this year at the fifth annual International Language Services Conference® is the afternoon work group session, offered in collaboration with InterpretAmerica.

The primary objectives of the workgroup session are to:

  1. Understand each other’s perspectives

  2. Collaborate in developing possible solutions

After the stakeholder presentations, conference participants will divide into workgroups led by trained facilitators, who are themselves industry leaders.

The three topics for this year’s work groups were decided upon based on the results of our pre-conference survey.

They are:

  1. Competency and Qualifications

  2. Integrating Language Acces into Healthcare

  3. Fiscal Challenges

The results of the pre-conference survey and work group session’s concrete recommendations will be published after the conference and made available to all stakeholders.

3:40 PM - Affecting Change through Systems Thinking

Whitney Gissell

Chairperson, Advisory Committee for Qualifications for Healthcare Translators and Interpreters

In this presentation, participants will be guided to explore the topics presented during the day through a systems lens.  As participants prepare to apply the recommendations outlined during the workgroup, an understanding of the application of systems thinking will enable them to work more effectively and conscientiously in the systems where they hope to affect change. Whitney Gissell will identify ways in which the stakeholders in attendance can partner to accomplish these tasks.  This session will articulate the challenges presented during the day, and will unite participants in momentum for implementing the recommendations.

About the Speaker:

Whitney Gissell holds the position of Director of Language Access Solutions for MasterWord Services and is a BEI: Advanced level certified American Sign Language interpreter. She obtained degrees in Psychology and Neuroscience from Texas A&M University which laid the foundation of knowledge from which she drew during her experiences as the first staff American Sign Language Interpreter at the world renowned MD Anderson Cancer Center within the Texas Medical Center. During her tenure, Whitney acquired a deep familiarity with the opportunities and challenges in medical interpreting. Those experiences lead her to develop a compendium of training courses for healthcare interpreters and translators that she presented at forums across the country while holding her previous role as the Training and Development Specialist for MasterWord Services. She has also been a speaker and panel participant for multiple organizations and associations on topics related to language access, cultural awareness, quality initiatives and medical interpreting. Whitney has also worked in collaboration with Title VI experts to consult on programs for hospitals that enable equitable access to healthcare services to aid in the reduction of health disparities. She previously served as President for the Greater Houston Interpreters for the Deaf, on the board of Texas Association of Healthcare Interpreters and Translators and is the Chairperson for the Advisory Committee for Qualifications for Healthcare Translators and Interpreters established by the Texas Legislature. She has also established the ISO quality management system processes for MWS as well as successfully completed ISO Internal Auditor Certification while holding the position of Manager for Compliance and Quality Assurance. Most recently, Whitney spearheaded the initiative for Certification to conformance resulting in the MWS organization becoming the first language service provider to achieve certification of conformance with the ISO 13611: 2014 standard for community interpreting.

4:20 PM - Closing Remarks

Mila Golovine

President and CEO, MasterWord Services, Inc.

A graduate of the first entrepreneurship class of the Wolff Center for Entrepreneurship at the Bauer College of Business at the University of Houston, Ludmila (Mila) Rusakova Golovine 22 years later runs the business that she presented in her class business plan. MasterWord Services has grown into a multi-million dollar company which has obtained the prestigious ISO 9001:2008 certification and has been recognized as a Top 100 Woman-owned business in Texas and a Top 500 Woman-owned business in the United States (DiversityBusiness.com) as well as ranked as one of the “10 Largest Language Services Providers in North America” and one of the “50 Largest Language Services Providers Worldwide” (Common Sense Advisory) Golovine is recognized nationally and internationally for her innovative management processes and industry-leading client solutions. She has groomed MasterWord Services’ scope and capabilities for two decades as a professional translator, interpreter, and business leader. Mila understands the complexities of the global marketplace and gives her teams the tools to hone razor-sharp plans of action that generate successful results. She excels at providing her clients international business solutions based on creative thinking and strategic planning.Originally from the former Soviet Union, Rusakova Golovine is an alumnus of the University of Houston and the Wolff Center for Entrepreneurship at the Bauer College of Business. Golovine is honored to be featured on the Bloomberg BusinessWeek profile of her alma mater as a most prominent alumni.

Networking & Raffle