Interpreting Services
Interpreting: The conversion of speech from one language (including British sign language and other sign languages) to another.
Each situation for which you will need to provide an interpreter will vary, and it may be that different levels of support will be appropriate. A 'Communication Continuum' exist, varying from using a professional interpreter to using a trained bilingual professional, to more informal communication through family and friends.
The use of a professional interpreter would be important if there are legal implications, whereas a trained bilingual professional may be more appropriate in less formal situations.
Children carry out the role of interpreter in some situations, but often this may not be appropriate or may lead to them missing school. A child's own wishes on whether to be involved should also be taken into consideration.
In order to identify what support to provide, consultation with the service user is important, which may need to be carried out using a professional interpreter, either in person or over the telephone. The Council has a contract with Language Line Ltd to provide telephone interpreting services.
1 Key issues
Where possible professional interpreters should be employed. This is a way of promoting trust and confidence among communities that they are receiving the highest standard of service.
It is our responsibility to provide an interpreter. It is not the customer's responsibility. It is helpful to display cards in a variety of languages at reception points. This will help you to identify the language the customer speaks. If you do not have language cards for your reception areas/ public offices contact the Policy and Development Officer, Diversity, on 01389 737386, or download them from the Intranet, through the Chief Executive's Service pages.
2. Disclosures
The National Register of Public Service Interpreters' Code of Conduct & Guide to Good Practice says that interpreters should disclose any information, including any criminal record, which could make them unsuitable to work on a particular case.
If interpreters are going to be working with children or vulnerable adults you should confirm whether they have undergone a disclosure check.
3. Engaging an Interpreter
The interpreter is there to allow you to communicate with your customer and to help the customer access services or deal with problems.
Interpreters often don't get much time to prepare so they must have the necessary skills and information to respond immediately and effectively to the customer's needs.
You should make sure that you and the interpreter are properly prepared for meetings. Pre-meetings should be held with the interpreter to give them a thorough briefing about the background and reasons for the interview or assignment. This meeting should deal with issues such as confidentiality.
The pre-meeting should also be used to make sure the interpreter is familiar with any technical terms or specialist vocabulary that may be used.
You should make sure that the interpreter speaks the same language and dialect as the customer.
You should consider gender issues. A lone female may not be comfortable with being represented by a male interpreter for cultural or religious reasons.
When meeting with customers with an interpreter you should try to use short sentences and allow the interpreter to interpret before continuing. Look at the person you are communicating with and talk to him/her directly, rather than the interpreter. You should also try to avoid using jargon and slang terms.
Where specialist terminology is essential give the interpreter time to explain the meaning.
Interpreters working in the public sector should have:
- a good command of English and the target language
- a familiarity with and an objective understanding of the culture(s) in question
- an ability to function professionally in all situations
- a commitment to the National Register of Public Service Interpreters' professional Code of Conduct and Guide to Good Practice
- and/or a commitment to the Scottish Association of Sign Language Interpreters' Code of Conduct and Practice
- a sound knowledge of the structure, procedures and commonly used terminology of the professional areas in which they work
- complete impartiality of attitude, speech and script.
4. On Initial Contact
On initial contact the interpreter should confirm that they speak the same language and dialect as the customer.
5. Impartiality
- The interpreter will not negotiate or advocate on behalf of either party
- The interpreter will not act as advisor or counsellor for any party
- The interpreter will not attempt to influence the outcome of any exchange between parties.
6. Confidentiality
The interpreter will maintain complete confidentiality.
7. Equal Opportunities
An interpreter will not discriminate between parties, either directly or indirectly, on the grounds of race, colour, ethnic origin, age, nationality, religion, gender or physical ability.
8. Cultural Guidance
The interpreter may give guidance on cultural norms and differences, to help you and the customer understand each other better. You should bear in mind that these are the interpreter's views and that no individual can speak for a whole culture or race.
9. Sensitivity
The interpreter should be sensitive and understanding in coping with tense and stressful situations, such as racial abuse, child abuse and domestic violence. You should also be sensitive to the fact that the interpreter may find being exposed to such situations stressful.
View a list of Interpreting organisations.
