The challenge of training non-professional telephone interpreters: an urgent training proposal based on experience

Abstract

This article provides a systematic analysis of the urgent training needs of telephone interpreters operating within public services in Spain, with particular attention to non-professional profiles originating from diverse sociocultural and linguistic backgrounds. Telephone interpreting, characterised by operational immediacy, logistical flexibility and high demand in critical contexts, frequently relies on ad hoc interpreters such as migrants and bilingual individuals without formal training, which raises significant challenges in terms of service quality, professional ethics and long-term sustainability. Drawing on a practice-based case study of Dualia Teletraducciones, the paper examines accelerated recruitment procedures, candidate screening mechanisms and emergency training models designed to respond effectively to multilingual demand peaks and crisis situations. Special attention is paid to the integration of technological tools and artificial intelligence in selection, training and quality monitoring processes, as well as to the role of modular, collaborative and remote training formats. The study also addresses key professional dimensions of telephone interpreting, including emotional management, psychological resilience and recurring ethical dilemmas in public service settings. Finally, the article proposes the application of the Critical Incident Technique as an operational framework for rapid quality assessment and continuous service improvement. The proposed model offers a scalable and transferable framework that may inform training and quality assurance strategies in other organisations delivering remote interpreting services in high-pressure and emergency-driven environments.