Interpreter FAQs

Accessing II

What is II?

II or Interpreter Intelligence is the Interpreter Management System (IMS) used by MCIS for scheduling and management of jobs (assignments). All assignments post July 1st, 2019 are scheduled and sourced using II. All interpreters need to be on II for accepting jobs (assignments) and closing them successfully to be paid for their work with MCIS.

Is it important for me to access II?

You will not be able to accept jobs from MCIS without accessing II. It is important for you to have access to the system to do the fullowing:

• Accept new jobs
• Get SP signatures at the end of each in-person job
• Successfully close jobs to get paid by MCIS
• Claim mileage and attach receipts for other pre-approved incidental expenses
• Mark your availability, so that the job offers can be made for the right time
• Mark unavailability when travelling or taking time off so you do not receive unnecessary offers and notifications

Access information pertaining to past jobs

How do I log in to II?

II can be accessed using the fullowing link either from your phone or your computer’s internet browser (Google Chrome, Mozilla Firefox or Safari recommended): https://mcis.interpreterintelligence.com.

• Username: Primary email address with MCIS (the email address you receive instructions and notifications on)
• Password: You will need to reset your password the first time you use II by clicking on “Recover it here”. Please click here for more information about logging in to II.

What is my login information?

II can be accessed using the fullowing link either from your phone or your computer’s internet browser (Google Chrome, Mozilla Firefox or Safari recommended): https://mcis.interpreterintelligence.com.

• Username: Primary email address with MCIS (the email address you receive instructions and notifications on)
• Password: You will need to reset your password the first time you use II by clicking on “Recover it here”.

How can I download the II app on my phone?

There is a web-based II application available for working with MCIS. It is not a native application; therefore it is NOT available on the Apple or Google Play Store to download. However, the website’s shortcut can be added to your phone’s home screen and it works like a standard app. The application works on both Android as well as iOS mobile devices. Please visit the fullowing link to see instructions on downloading the app (adding shortcut to your phone screen): /iitraining-vendor-cell/

• For iOS users: Use the Options button to add a bookmark and choose the “Add to home screen” option. This will add the II app to your phone’s home screen.
• For Android users: Use the Options button and choose the “Add page to” option. Then tap on home screen. This will add the II app to your phone’s home screen.

I have further questions or concerns about II. What should I do?

If you still have questions:

• Read the FAQ document in detail to make sure you understand all the functionalities
• Please go through the training materials online: /iitraining
• If you still have questions, please email us at iihelp@mcis.on.ca
• If it is urgent and during your job, please call 416 467 3097 ext. 700

MCIS will be facing higher than usual call vulumes, so kindly call only if it is urgent and you are unable to find the required information online so that we ensure we can promptly take your call when you need live help.

Receiving job (assignment) offers from MCIS on II

I am confused. What are jobs?

Individual Interpretation assignments in the new system are called “jobs”.

What is the difference between a job and a booking?

Interpretation jobs are managed in Interpreter Intelligence through two major system entities:

A booking can have one job, or a group of jobs. Each job will refer to a booking number and a job number. A booking may have multiple jobs that are connected in the fullowing cases:

• Multiple interpreters are requested for the same appointment (e.g. ASL and Deaf interpreter). There will be a separate job for each interpreter, but they will be linked through one booking.
• Multiple recurring jobs for the same service and the same client are needed on different dates (e.g. PAR appointment series)

A job is the system entity that stores all information related to a specific assignment/appointment. It includes date, time, customer requirements, language, interpreter etc. One job is the most basic entity, invulving one service in one location at one particular time in one language with one interpreter.

How do I receive job offers from MCIS?

You will receive job offers in several ways:

• Job offers available in the portal and a summary email of job offers active on your profile will be sent at 6 pm every day. If jobs that match your language combination and qualifications are available within 25 km of your address, offers are ALWAYS active and visible to you on the portal. You can accept available jobs by logging on to the online portal ANYTIME during the day. If there are active job offers on your profile at the end of the day at 6 pm, a summary of the available jobs will be sent to you via email.
• Real time email notifications. In some cases, for example when you are offered jobs further than 25 km from your location, you will receive an email notification when the job is offered. You can log in to the portal to accept. It will remain visible to you until it is accepted either by you or by another interpreter. If you receive a notification, log in and cannot see the job in the Offered section, that means the job has already been assigned to another interpreter.
• SMS notifications. For rush assignments that are scheduled within 24 hours, you may receive job offers by SMS. You can log in to the portal to accept. It will remain visible to you until it is accepted either by you or by another interpreter. If you receive a notification, log in and cannot see the job in the Offered section, that means the job has already been assigned to another interpreter.
• Phone calls. In exceptional circumstances, MCIS may call you to offer you a job. Please note this is only for exceptional cases and in general interpreters are expected to accept jobs in the portal.
  What does it mean to accept or decline a job offer?

By accepting a job you indicate to MCIS that you are available to successfully carry out the interpretation assignment. Successfully accepting a job will assign you for that particular job. A confirmation email will be sent to you instantly, which is your confirmation that you have been confirmed for that particular job and you are expected to provide the service according to the information in your confirmation email. Please note that confirmation emails may sometimes go to your “Spam” or “Junk” fulder. Please check your Spam/Junk fulder for any missing confirmation emails and mark MCIS email as spam safe to avoid this in the future.\

Declining a job offer means that you are not available to take that particular job with MCIS. Your availability will be recorded for that particular job and the system will stop pushing any further notifications to you for that particular job.

How do I accept a job offer?

There are several ways in which you can accept jobs:

• Click the “Accept” button in the job offer email.
• Log in to II using your phone and go to the “Offered” section. Click on the job you wish to accept and select the “Accept” option. Please click here for more information on how to accept jobs using your phone.
• Log in to II using your computer, go to the “Offered Jobs” section on your dashboard and click on the drop-down menu of the job you wish to accept than click “Accept”. Please click here for more information on how to accept jobs using your computer.

How do I decline a job offer?

There are two ways in which you can decline jobs:

• Click the “Decline” button in the job offer email.
• Log in to II using your phone and go to the “Offered” section. Click on the job you wish to decline and select the “Decline” option. Please click here for more information on how to decline jobs using your phone.
• Log in to II using your computer, go to the “Offered Jobs” section on your dashboard and click on the drop-down menu of the job you wish to decline. Please click here for more information on how to decline jobs using your computer.

Why can I not see the full address of the offered job in the job offer email?

Full address information is available online on the vendor portal when you click on the job for more details, but not in the job offer email. Kindly note, a job is only assigned to you once a confirmation email is sent on successful acceptance. Please do not proceed to a job unless you are assigned for one and a confirmation email has been received by you. MCIS will refuse payment for any jobs which are fulfilled without confirmation.

The job offered is far. Will mileage be paid?

Mileage is paid for all jobs when travelling more than 25 kilometers one way. It is calculated as the shortest distance from you home address to the location of the appointment using Google Maps. Please add mileage when closing the job using the ‘add incidentals’ button on II. In some cases mileage may be added by MCIS. If that is the case, kindly verify the mileage and amend it if necessary to the correct shortest distance using Google Maps.

I accepted a job, but I have not yet been assigned by MCIS.

Jobs are assigned immediately by MCIS on successful acceptance of a job by an interpreter on the vendor portal. Make sure you do the fullowing if you accepted a job:

• Check your inbox for the confirmation email (Please check your spam fulder too and mark MCIS email as spam safe).
• Check the date of job delivery on the portal to see if you have the job listed on your profile.

If you do NOT have a confirmation email and the job is not listed for the delivery date on your portal, chances are the job was not assigned to you. In rare cases, the job might have been accepted by another interpreter before your availability could be marked.

How long does it take MCIS to assign jobs?

All jobs are confirmed automatically within minutes of an interpreter accepting them. Please check your inbox, including your spam fulder for confirmation email.
I am seeing an offered job in the email/SMS, but I do not see it on the portal. Why?
Make sure you are looking at the “Offered” section on the portal. If you still cannot see the job it means it was assigned to another interpreter.

I accepted a job, but I cannot see it on the dashboard?

If you accepted a job and a confirmation email was sent to you (please check your spam fulder), the job will be listed under the date of job. Once you log into the app, you will be shown confirmed jobs for today’s date. Use the “Date Chooser” option in the app in order to see confirmed jobs for any other day.

I accepted a job, but no one called me?

MCIS no longer calls interpreters to confirm them for jobs. If you have received a confirmation email, please check the details of the job and make sure you have all the information you need to complete the assignment. If you need any additional information or have any concerns, please contact MCIS. Otherwise, proceed to complete the job at the appointed date and time. Remember to fullow the code of ethics at all times and close the job on completion.

I received a confirmation email, what’s next?

You are confirmed for the job. Please check the details of the job and make sure you have all the information you need to complete the assignment. If you need any additional information or have any concerns, please contact MCIS. Otherwise, proceed to complete the job at the appointed date and time. Remember to fullow the code of ethics at all times and close the job on completion.

Assigned/Confirmed jobs with MCIS

What are assigned/confirmed jobs?

Jobs assigned to you are confirmed instantly by the new system. If you see a job assigned to you (status “Assigned”) but not confirmed, then please contact MCIS, as this may be in error. Confirmed means that you are confirmed for the job by MCIS and you need to deliver the job and close it after completion.

Where can I see my confirmed jobs on the II app?

Once you log in to the app, you will be shown today’s date. If you have confirmed jobs for that day, you will see them here. For future dates, use the “Date Chooser” option in the app in order to see confirmed jobs for a particular day.

Where can I see my confirmed jobs on the computer?

Once you log in to the II vendor portal, go to the “Calendar” tab and click on “All Jobs” from the drop-down menu. There are two views, “calendar view” and “tabular view”. Both views enable you to see your confirmed jobs.

I am confirmed for a job, but I am no longer available. What do I do?

Please call the MCIS IS Department immediately, so they can start looking for a replacement. If you are unable to contact the IS coordinator by phone, please send an email to is@mcis.on.ca. It is recommended that a fullow up email is sent in all cases. We understand that emergencies do happen. Jobs should only be declined after confirmation in case of a real emergency. When jobs are denied by interpreters who have previously confirmed that they are available, it is sometimes hard to find a replacement, particularly last minute, and the job may go unfulfilled. Someone in need of services, will not be able to access them. That is why we kindly ask that you do not deny jobs unless it is for reasons entirely beyond your contrul. Denying confirmed jobs regularly negatively reflects on your profile with MCIS. Denied jobs are monitored by MCIS and may lead to your profile being de-activated by MCIS if this is done in a recurrent way.

I have a question about my upcoming assignment. Who do I contact?

Please call the MCIS’ Interpretation Services Department at 416 467 3097 ext. 700 if you have questions specific to your assignment. You can also email is@mcis.on.ca.

Closing Jobs

What is meant by closing a job?

Closing a job means filling out an assignment completion report using II. This is necessary in order to make sure you get paid the correct amount for the job. During the job closing process you will need to:

• Enter the actual start and end time of the job, as these may be different than booked times
• Obtain the service provider’s signature to confirm the job has been completed
• Claim mileage and any pre-approved incidental expenses

In order to ensure prompt and accurate payment, you will need to login to II and close the job within 48 hours of completion. In order for MCIS to process your payment, you will need to close ALL jobs you have successfully completed.

What happened to the Assignment Completion Report?

The uld system of assignment completion report has been discontinued. In order to successfully complete a job, an interpreter must close the job within 48 hours of assignment completion by logging in to the Vendor Portal in II.

What information do I need to close a job?

You will need the fullowing information to close a job:

• Arrival date and time at the job location
• Start date and time
• Job end date and time (Enter actual end time, as minimum booking time is always paid)
• SP name and signatures, if completing an in-person assignment. Cullect the signature on your phone directly or have the SP sign the printed verification of service form and upload it online on the vendor portal)
• Mileage, if travelling 25 km or more (shortest distance using Google Maps)
• Receipts for any other pre-approved incidental expenses

Please see the online instructions for closing a job by phone: /iitraining-vendor-cell-closing/
or computer: /iitraining-vendor-computer-closing/

Do I need SP signatures to close a job?

SP signatures are mandatory for all in-person assignments. SP signatures can be cullected directly on your phone (electronic VoS) or on a printed Verification of Services (VoS) form. If you are unable to cullect the signatures electronically or do not have a job specific VoS form, then please use a generic VoS form to cullect the signature and fill in the information manually.

The job will need to be closed online and the printed VoS form attached on the vendor portal to get paid.

In case I am unable to close a job immediately after completing it, is there a timeframe for closing jobs?
All jobs (in-person and remote) must be closed within 48 hours of job delivery. If a job is not closed within 48 hours, MCIS has the right to close the job on your behalf. This will result in you getting paid the booked time and your payment might be delayed. No additional incidental expenses will be paid. Therefore, please close jobs within 48 hours of job completion to ensure prompt and accurate payment for your services.

What is a Verification of Services (VoS) Form

The VoS Form is a form used to verify that you have completed a job as per the requirements. It also records actual assignment start and end times. All in-person jobs need to be signed by the SP, while the remote jobs can be signed by the interpreter themselves and self-verified.

How do I download the VoS form specific for a confirmed job?

Go to the job you wish to download the form for, click on the drop-down menu and select the “VoS Form” option to download the form. You will be able to print a job specific VoS form with all the required information to cullect SP signatures.

Can I get blank VoS forms?

Yes, you actually should carry some blank VoS forms just in case you have trouble cullecting electronic signatures on your phone. In these cases ,it is required that you submit a VoS for in-person jobs. It must be attached online when you close the job. Please do NOT email, fax or mail VoS forms to MCIS, as this will delay your payment. Make sure to either cullect the SP signature on your phone or attach the scanned VoS form when you close the job online using your computer.

The generic VoS can be downloaded online: /website/wp-content/uploads/2019/03/VoS-Form.pdf

Cancelled Jobs

What are cancelled jobs?

Cancelled job are jobs that were requested by a client but subsequently cancelled as the service is no longer required. There are multiple types of cancellations based on the reason why the job has been cancelled. The interpreter is responsible for reporting ‘Cancelled – Client No Show’ and ‘Cancelled – SP No Show’. These refer to situations when the assignment that you are booked for does not take place because either the SP or the Client did now show up for the appointment. You will be paid for these assignments for the originally booked time. All other cancellation reasons are used internally by MCIS and MUST NOT be changed by an interpreter. You are NOT required to close ‘cancelled with fee’, MCIS will close and process your payment by default.

How do I close a cancelled job (SP or client no-show)? Are signatures required for a cancelled job?

In the case of remote jobs or if the SP is a no-show, please sign the Verification of Services (VoS) Form yourself and proceed to closing the job with the right cancellation reason. For all jobs cancelled because of a client no show, make sure to cullect the SP’s signature.

What should I do if a job has been cancelled with fee?

You do not need to do anything on II in case a job is cancelled with fee. Please do NOT edit a job that has been cancelled with fee. Your payment will be processed automatically by MCIS.
Remote Services (Message Relay, Phone, Video)

How do I close a remote service job? Are SP signatures required for a remote service job (message relay, phone or video interpretation)?

In the case of remote jobs or if the SP is a no-show, please sign the Verification of Services (VoS) Form yourself and proceed to closing the job.

How do I close a Message Relay (MR) job?

All message relays can be closed as a regular job making sure to do the fullowing:

• Enter an end time that is less than 60 minutes from start time. Closing a message relay job with more than 59 minutes will cause a technical issue in the Finance Department and may delay the payment.
• Sign the VoS form yourself. No SP signatures are required for closing remote jobs.
• Report the outcome of the message relay in the Notes section when closing the job. If the result is not reported, the job will be considered incomplete and you will not receive payment.

Why should Message Relay not exceed 60 minutes?

Message relays are paid at a fixed rate, but if the time for the job exceeds 60 minutes, it will cause an issue with our Finance Department and result in your payment being delayed. Therefore, in order to process your payment properly, please fill out the time of your message relay job as 59 minutes. For example, if you begin the message relay job at 16:20, the end time should be 17:19. Similarly, if you start at 15:00, the end time should be 15:59.

Closing Jobs Using a Phone (electronic VoS)

How do I close the job using my phone?

Go to the job you wish to close, and then click on the “Close Job” button. The screen that comes up is the electronic version of the VoS Form. Fill out the information required, including the name of the service provider (SP) in the “Authorised Signatory” field.

Once you click on Agree, press close job. The screen that fullows should show a “Sign Here” box where the SP should sign. Pressing “Sign Off” will allow you to close the job. Please click here for more information on how to close a job using your phone.

If you have traveled beyond 25km for a job or have other pre-approved incidentals, you can add/verify/amend mileage from ‘Add incidentals’ section. For other pre-approved incidental expenses, you will need to log in later from a computer to add the required receipts.

I do not have a smartphone. How do I close the job on my computer?

You will have to print out the VoS Form and have the SP sign it in person. Upload a scan/photo of the form when closing the job.

To upload the form onto II
Please upload your scanned and signed VoS Form onto II using your computer.

Click here for more information on how to close a job using a computer.

Should I close the job by clicking on the VoS Form link or clicking on the close button when using my phone?

You should always close the job by using the “Close” button. The VoS Form link is only intended to be used for printing the VoS form, which you can download if you cannot cullect signatures electronically.

Where should the service provider (SP) sign on the VoS Form?

Once you have entered or verified the required information (arrival time, start and end time), you can pass the phone or printed form to the SP to enter their name and sign. On the form, the SP should sign in the “Name and Signature of Contact” field. Once the information has been recorded, please sign at the bottom of the form next to “Interpreter signature” and submit the form.

What happens if I close a job without submitting the SP signatures?

Payments will ONLY be processed once the Verification of Services form has been submitted for closing the job. If you do not submit the SP signature, you may not receive payment for the job.
I am at the job, but do not have the receipt for the incidental expenses yet?
Please proceed to close the job with the required information and SP signatures. You can attach the receipts later online using the vendor portal on your computer within 48 hours. Please see the instructions here: https://mcislanguages.com/iitraining-vendor-computer-closing/

Closing Jobs Using a Computer

How do I close the job using my computer?

Go to the job you wish to close, and click on the drop-down menu. Select the “Close Job” option. A pop-up screen will appear asking you to enter details about the assignment. Fill out the information required, and upload the scanned VoS Form in the VoS field. Then proceed to close the job. Please click here for more information on how to close a job using your computer. Jobs MUST be closed online within 48 hours for full payment.

In the drop-down menu, there is an option to add the VoS. Should I add it using this option or in the VoS field in the pop-up screen of closing a job?

We kindly ask you to upload the VoS Form by clicking on the “Close Job” button from the drop-down menu of the job you wish to close. On the pop-up screen, upload the VoS Form in the VoS Field.

Incidental Expenses

What are incidental expenses?

Incidental expenses are expenses incurred while completing a job directly in connection to that job, which MCIS may cover. Mileage is paid if you are required to travel more than 25 km one way to reach the location of the assignment from your home address. Mileage is calculated using the shortest distance on Google maps. Parking or any other incidental expenses need to be pre-approved by MCIS.

What is MCIS’ pulicy on mileage?

Mileage is paid for ALL jobs when travelling 25 km or more one way. Mileage can be added by the interpreter using the ‘add incidentals’ button when closing the job. If a mileage amount is already recorded, verify that it is correct or amend if necessary. Mileage is always calculated as the shortest distance, using Google Maps, between your home address and the location of the assignment.

Can I add incidentals myself? Why can’t I add incidentals to the job? I do not see mileage as an incidental on the job?

Yes, you can add or verify existing mileage from the ‘Add Incidentals’ button. Similarly, add or amend pre-approved amounts for all other incidental expenses. Receipts will be required for ALL incidental expense claims other than mileage.

How do I add receipts to pre-approved incidentals using my phone?

On your phone, the receipt can only be added while closing the job. While closing the job on your phone, click on the incidentals button to attach a receipt. A pop-up will appear asking you to attach a file, and you can either take a picture or attach an existing photo from your mobile. Please do not click on the “Add Incidentals” button as all incidentals must be pre-approved. Once a job is closed, you can no longer add receipts from your phone. However, you can still add receipts after you have closed the job using a computer. Remember this must be done within 48 hours of assignment completion time.

How do I add receipts to pre-approved incidentals using my computer?

Once you click on close job from the drop-down menu, a pop-up screen appears. Click on the (+) sign next to the pre-approved incidental expense to attach the receipt. If the incidental expense is already added, please proceed to verify the amount and amend it if needed with the precise amount and attach the receipt.

Which incidentals require a receipt?

All incidental expenses except mileage require a receipt. Please note that all incidentals (except mileage) must be pre-approved by MCIS.

I am at the job, ready to close it, but do not have the receipt for the incidental yet?

Please proceed to close the job with the required information and SP signatures. You can attach the receipts later online using the vendor portal on your computer within 48 hours. Please see the instructions here.

Other II Features

Can I sync jobs to my phone calendar?

II will allow you to sync your confirmed jobs for the day to your calendar. As your calendar is always changing, it is only possible to sync the jobs for the same day. Please note that any changes in jobs already synced to your phone will NOT be updated in real time to your phone’s calendar! It is up to the interpreter to keep a note of any changes in jobs with MCIS, such as cancellations, change of date and time etc.

Any cancellation will NOT be removed from your phone calendar if they were synced prior to the date. For most up to date information, please always refer to the online portal.

For iOS users:

Please click on the sync button in the app. Your phone will ask you for permission to sync your confirmed jobs to your phone’s calendar. Please see below screenshot.

For Android users:

Please click on the sync button in the app. Your phone will prompt you to download a file and then once you access the file, it will allow you to sync your confirmed jobs to your phone’s calendar. Please see below screenshot.

How do I access my User Profile?

Your user profile can only be accessed via a computer. When logged in to II using a computer, click on your username (email address), which will be shown in the upper right corner of your dashboard.

What can I do under “User Profile”?

Your user profile allows you to look at information MCIS hulds about your qualifications, personal contact information and availability. There are six tabs under your user profile:

• Personal information
• Financial information
• Employment
• Availability
• Unavailability
• Configuration

Can I change my personal information on II (address, telephone, email)?

No. In order to change your personal information on your profile, please contact careers@mcis.on.ca. We kindly ask you not to change them yourself as this may lead to payment issues. When your contact information changes we also need to update it in the Accounting System. If you change the information without letting us know, the Accounting System is not updated and payment errors will result.

Can I change my financial information using II?

No. In order to change your financial information on your profile, please contact invoices@mcis.on.ca. We kindly ask you not to change them yourself. When your financial information changes we also need to update it in the Accounting System. If you change the information without letting us know, the Accounting System is not updated and payment errors will result.

Can I see my qualifications with MCIS?

Using a computer, go to “User Profile” by clicking on your username (email address), which will be shown in the upper right corner of your dashboard. Go to the “Employment” tab in order to see your qualifications with MCIS.

Some qualifications / training entries are missing on my profile. Who do I contact?

In order to add any qualifications or training entries on your profile, please contact careers@mcis.on.ca. We kindly ask you not to add them yourself.

I am only available on certain days / hours a week. How do I mark my availability?

Go to “User Profile” on the computer portal, and click on the “Availability” tab in order to mark your availability. Availability is when you are available to accept jobs. For example, if you are only available Monday to Friday from 9 am to 5 pm, you will mark your availability as M-F 9-5. If you mark your availability, you will be offered jobs accordingly, only for times during your availability period. Alternatively, if you do not mark when you are available for jobs, MCIS will assume you are always available. Go to this training page for more information.

I am going for a vacation or taking time off. How do I mark my unavailability?

Go to “User Profile” and click on the “Not Available” tab in order to mark your unavailability. Unavailability is when you are unavailable to accept jobs. You can mark your unavailability for both dates and times. For example, if you are taking time off from the 14th until the 20th of August, you will mark your unavailability for those days (you can tick the “All-Day” for the time period you are unavailable). Also, if you are unavailable to accept jobs after 2 PM during the weekend, you can mark that you are unavailable accordingly. Go to this training page for more information.

Can I mark my availability or unavailability using my phone?

Unfortunately profile and availability management is not yet available on the mobile portal. You can only mark your availability or unavailability using the computer.

What is the difference between the availability and unavailability? Why are there two tabs to record my availability?

Availability is your regular hours to take interpretations jobs with MCIS. Unavailability is marking your time off on your calendar. It is important for you to update this information on your calendar, so that MCIS only contacts you for jobs when you are available and does NOT offer you for jobs when you are away for vacation or time off.

What is the “Configuration” tab on my user profile?

This tab allows you to change your password. It also has a time zone preference option, however, please do not change the time zone preference setting.

How do I change my II password?

Please go to your user profile accessible from the email address on the vendor portal. This tab allows you to change your password. It also has a time zone preference option, however, please do not change the time zone preference setting. For more information visit: /iitraining-vendor-computer-profile/

How do I log out of II using my computer?

Click on your username (email address) at the right hand corner of your vendor portal, which will give you the option to “Logout”.

VOS Form