Accessing a telephone Useful numbers: TED interpreter … · [email protected]...
6
Think Equality & Diversity TED says... Using interpreters & translators Your guide to... T hink E quality & D iversity T hink Equality & Diversity
Transcript of Accessing a telephone Useful numbers: TED interpreter … · [email protected]...
Think
Equality &
Diversity
ThinkEquality &
Diversity
TED says...
Using interpreters& translators
Your guide to...
Think
Equality &
Diversity
Think
Equality &
Diversity
For further advice please contactFor further advice please contact
Organisational Development Joel Rasbash: 01228 226639 • [email protected] Adult and Cultural Services Peter Knock: 01539 773379 • [email protected]
Children’s Services Louisa Day: 07833 151614 • [email protected]
Fire and Rescue ServiceSuzanne Pendar: 01900 820240 • [email protected] GeneralMulti-Cultural Service: 01229 894401 • [email protected]
Accessing a telephoneinterpreter
When your client is with you:
1. Phone 0845 310 9900.
2. The operator will ask you for: • Your ID code (speak to your equality representative for your code) • Your organisation name (and department where appropriate) • Your initial and surname • The language you require (say if you need a specific interpreter*) • Your client’s location, i.e. with you
3. Stay on line while the operator connects you to a trained interpreter (about 30 seconds).
4. Note the interpreter’s ID code, introduce yourself and brief the interpreter saying what phone you are using, e.g. single/dual handset, speaker phone or mobile.
5. Ask the interpreter to introduce you and themselves to your client and give the interpreter the first question or statement. Give the interpreter time to interpret between you and your client. Continue the conversation.
6. Let your client and the interpreter know when you have finished.
*whenever possible we meet specific requests, e.g. for a female interpreter.
Making outgoing client calls:
The operator will connect you to an interpreter, then conference your client into the call.
1. Have your client’s name and telephone number ready.
2. Follow steps 1 and 2 for ‘When your client is with you’, but advise the operator your client is NOT with you.
3. Give the operator your client’s name and telephone number.
4. Stay on line while the interpreter connects you to a trained interpreter (about 30 seconds).
5. Note the interpreter’s ID code. Introduce yourself and brief the interpreter: explain the operator is phoning your client. Ask the interpreter to introduce you and themselves to your client and give the interpreter the first question or statement.
6. The operator introduces your client into the call. The interpreter proceeds as you directed above.
7. Give the interpreter time to interpret between you and your client. Continue the conversation.
8. Let your client and the interpreter know when you have finished.
Handling incoming client calls:
If you have conferencing facilities:
1. Put your client on hold using your organisation’s conference call facilities (try to obtain your client’s telephone number in case they hang up while on hold).
2. Follow steps 1 and 2 for ‘When your client is with you’, but advise the operator your client is ON HOLD.
3. Brief the interpreter, then conference your client into the call.
If you do not have conferencing facilities:
1. Note your client’s telephone number, language and, ideally, name.
2. Assure your client that you will call back shortly with an interpreter.
3. Follow the procedures for ‘Making outgoing client calls’.
Useful numbers:
General enquiries, feedback & materials:0800 169 2879 [email protected] languageline.co.uk
Document translations:0800 917 6564 [email protected]
• Language Line is a telephone interpreting service. This provides a quick response and covers most languages, but it charges by the minute. We expect all receptions and public access points to have access to Language Line. For more information on Language Line training contact Deborah Turner on 01228 606060 or [email protected] or to access Language Line follow the instructions on the last page.
• Cumbria Interpreter Bank is a group of local people who have been trained to a high standard for interpreting different languages. They offer a cost effective service and should be able to respond quite quickly to requests. If you want
an interpreter from the Cumbria Interpreter Bank use the contact details on the last page.
• National Register of Public Sector Interpreters are interpreters trained to the highest level. This is a very expensive option that you should only use if you are unable to get someone through the Cumbria Interpreter Bank. If you need someone from the National Register of Public Sector Interpreters use the contact details on the last page.
Who pays for the service?Each service is responsible for paying. Some directorates may have a central budget and you may need to contact your directorate representative.
Fact:Fact:
Example:Example:
Cumbria County Council is committed to making sure that all members of the public can access our services. Some speak little or no English and may require an interpreter or translator to do this.
Cumbria’s BME (black and minority ethnic) population is rising steadily every year and currently 3% of the school population are BME pupils. There are currently 926 pupils in Cumbrian schools who speak English as an additional language. It is estimated that there are over 44 different languages spoken in Cumbrian schools.
It is essential that council directorates know how to access interpreters (for the spoken word) and translators (for the written word).
In Carlisle, a hospital social worker was supporting a Hungarian person with a brain tumour who had lost her job in the hotel industry. As her condition became terminal she lost the capacity to speak English and without an interpreter it would have been impossible to support her.
What does the law say?The Race Relations (Amendment) Act 2000 and the Disability Discrimination Act 2005 place a duty on local authorities to make our information accessible to all.
The Freedom of Information Act 2005 gives everyone the right to request information on any aspect of our work in any language or format that suits them.
Where possible we are committed to making information and services available on request, with minimum delay and in alternative formats, including via interpreters.
Interpretation Services
Here are details of the interpreting services available for the spoken word.
• Informal contacts. Sometimes you may want to use family members, friends, neighbours or colleagues to interpret. We only recommend this when:
– the information is public and not confidential;– the person is not at risk or vulnerable;– accuracy is less important than availability and quickness;– the person being interpreted for is happy and consents.
The Cumbria Multi-Cultural Service has a list of reliable informal interpreters contact [email protected] or 01229 894401.
Accessing translators
• Informal contacts. Sometimes you may want to use family members, friends, neighbours or colleagues to translate. We only recommend this when:
– the information is public and not confidential; – the information does not put a person at risk; – accuracy is less important than availability and quickness.
• Local contacts. The Multi-Cultural Service have access to a number of local people with translating skills, that will work for free or at little cost. The same criteria for informal contacts would need to be met.
• Applied Language Solutions is a professional translation service that has a global network of translators. The service costs but offers professionalism, a universal range of languages and can be used for sensitive, technical or confidential documents.
Do we need to have a multi-lingual statement in all our documents?If your service is developing public-facing documents then you need to include a multi-lingual statement. 3cStudio will automatically add this to any documents they produce. If you are producing something in-house and want to include a multi-lingual statement please email [email protected]
Level of service Example contact
Informal contacts • By agreement with service user and professional and where there are no concerns about conflict of interest or confidentiality
• For absolute emergencies in the short term
Telephone interpretation using Language Line
• For short meetings and brief home visits• Visits by service users to reception areas• To gather basic information and contact details• Phone calls• Unexpected contact with service users where there is not
time to book an interpreter
Cumbria Interpreter Bank • Longer or more complex meetings/home visits• Meetings that can be planned in advance• Where it would be cheaper to use than Language Line
National Register of Public Sector Interpreters
• Where there is a legal process e.g. tribunals• Particularly complex or sensitive interventions• Where there are no local interpreters offering the language
you need and you need an interpreter present• Where it would be cheaper to use than Language Line
Guidance on levels of interpretation service
Level of service Example contact
Informal contacts • By agreement with service user and professional and where there are no concerns about conflict of interest or confidentiality issues and only for straightforward contact needs
Local contacts • For non-confidential documents• For relatively straightforward translations
Applied Language Solutions
• Everything else• Anything complex or part of a legal process should also request
a specialist service and proof reading
Guidance on levels of translation service
• Language Line is a telephone interpreting service. This provides a quick response and covers most languages, but it charges by the minute. We expect all receptions and public access points to have access to Language Line. For more information on Language Line training contact Deborah Turner on 01228 606060 or [email protected] or to access Language Line follow the instructions on the last page.
• Cumbria Interpreter Bank is a group of local people who have been trained to a high standard for interpreting different languages. They offer a cost effective service and should be able to respond quite quickly to requests. If you want
an interpreter from the Cumbria Interpreter Bank use the contact details on the last page.
• National Register of Public Sector Interpreters are interpreters trained to the highest level. This is a very expensive option that you should only use if you are unable to get someone through the Cumbria Interpreter Bank. If you need someone from the National Register of Public Sector Interpreters use the contact details on the last page.
Who pays for the service?Each service is responsible for paying. Some directorates may have a central budget and you may need to contact your directorate representative.
Fact:Fact:
Example:Example:
Cumbria County Council is committed to making sure that all members of the public can access our services. Some speak little or no English and may require an interpreter or translator to do this.
Cumbria’s BME (black and minority ethnic) population is rising steadily every year and currently 3% of the school population are BME pupils. There are currently 926 pupils in Cumbrian schools who speak English as an additional language. It is estimated that there are over 44 different languages spoken in Cumbrian schools.
It is essential that council directorates know how to access interpreters (for the spoken word) and translators (for the written word).
In Carlisle, a hospital social worker was supporting a Hungarian person with a brain tumour who had lost her job in the hotel industry. As her condition became terminal she lost the capacity to speak English and without an interpreter it would have been impossible to support her.
What does the law say?The Race Relations (Amendment) Act 2000 and the Disability Discrimination Act 2005 place a duty on local authorities to make our information accessible to all.
The Freedom of Information Act 2005 gives everyone the right to request information on any aspect of our work in any language or format that suits them.
Where possible we are committed to making information and services available on request, with minimum delay and in alternative formats, including via interpreters.
Interpretation Services
Here are details of the interpreting services available for the spoken word.
• Informal contacts. Sometimes you may want to use family members, friends, neighbours or colleagues to interpret. We only recommend this when:
– the information is public and not confidential;– the person is not at risk or vulnerable;– accuracy is less important than availability and quickness;– the person being interpreted for is happy and consents.
The Cumbria Multi-Cultural Service has a list of reliable informal interpreters contact [email protected] or 01229 894401.
Accessing translators
• Informal contacts. Sometimes you may want to use family members, friends, neighbours or colleagues to translate. We only recommend this when:
– the information is public and not confidential; – the information does not put a person at risk; – accuracy is less important than availability and quickness.
• Local contacts. The Multi-Cultural Service have access to a number of local people with translating skills, that will work for free or at little cost. The same criteria for informal contacts would need to be met.
• Applied Language Solutions is a professional translation service that has a global network of translators. The service costs but offers professionalism, a universal range of languages and can be used for sensitive, technical or confidential documents.
Do we need to have a multi-lingual statement in all our documents?If your service is developing public-facing documents then you need to include a multi-lingual statement. 3cStudio will automatically add this to any documents they produce. If you are producing something in-house and want to include a multi-lingual statement please email [email protected]
Level of service Example contact
Informal contacts • By agreement with service user and professional and where there are no concerns about conflict of interest or confidentiality
• For absolute emergencies in the short term
Telephone interpretation using Language Line
• For short meetings and brief home visits• Visits by service users to reception areas• To gather basic information and contact details• Phone calls• Unexpected contact with service users where there is not
time to book an interpreter
Cumbria Interpreter Bank • Longer or more complex meetings/home visits• Meetings that can be planned in advance• Where it would be cheaper to use than Language Line
National Register of Public Sector Interpreters
• Where there is a legal process e.g. tribunals• Particularly complex or sensitive interventions• Where there are no local interpreters offering the language
you need and you need an interpreter present• Where it would be cheaper to use than Language Line
Guidance on levels of interpretation service
Level of service Example contact
Informal contacts • By agreement with service user and professional and where there are no concerns about conflict of interest or confidentiality issues and only for straightforward contact needs
Local contacts • For non-confidential documents• For relatively straightforward translations
Applied Language Solutions
• Everything else• Anything complex or part of a legal process should also request
a specialist service and proof reading
Guidance on levels of translation service
• Language Line is a telephone interpreting service. This provides a quick response and covers most languages, but it charges by the minute. We expect all receptions and public access points to have access to Language Line. For more information on Language Line training contact Deborah Turner on 01228 606060 or [email protected] or to access Language Line follow the instructions on the last page.
• Cumbria Interpreter Bank is a group of local people who have been trained to a high standard for interpreting different languages. They offer a cost effective service and should be able to respond quite quickly to requests. If you want
an interpreter from the Cumbria Interpreter Bank use the contact details on the last page.
• National Register of Public Sector Interpreters are interpreters trained to the highest level. This is a very expensive option that you should only use if you are unable to get someone through the Cumbria Interpreter Bank. If you need someone from the National Register of Public Sector Interpreters use the contact details on the last page.
Who pays for the service?Each service is responsible for paying. Some directorates may have a central budget and you may need to contact your directorate representative.
Fact:Fact:
Example:Example:
Cumbria County Council is committed to making sure that all members of the public can access our services. Some speak little or no English and may require an interpreter or translator to do this.
Cumbria’s BME (black and minority ethnic) population is rising steadily every year and currently 3% of the school population are BME pupils. There are currently 926 pupils in Cumbrian schools who speak English as an additional language. It is estimated that there are over 44 different languages spoken in Cumbrian schools.
It is essential that council directorates know how to access interpreters (for the spoken word) and translators (for the written word).
In Carlisle, a hospital social worker was supporting a Hungarian person with a brain tumour who had lost her job in the hotel industry. As her condition became terminal she lost the capacity to speak English and without an interpreter it would have been impossible to support her.
What does the law say?The Race Relations (Amendment) Act 2000 and the Disability Discrimination Act 2005 place a duty on local authorities to make our information accessible to all.
The Freedom of Information Act 2005 gives everyone the right to request information on any aspect of our work in any language or format that suits them.
Where possible we are committed to making information and services available on request, with minimum delay and in alternative formats, including via interpreters.
Interpretation Services
Here are details of the interpreting services available for the spoken word.
• Informal contacts. Sometimes you may want to use family members, friends, neighbours or colleagues to interpret. We only recommend this when:
– the information is public and not confidential;– the person is not at risk or vulnerable;– accuracy is less important than availability and quickness;– the person being interpreted for is happy and consents.
The Cumbria Multi-Cultural Service has a list of reliable informal interpreters contact [email protected] or 01229 894401.
Accessing translators
• Informal contacts. Sometimes you may want to use family members, friends, neighbours or colleagues to translate. We only recommend this when:
– the information is public and not confidential; – the information does not put a person at risk; – accuracy is less important than availability and quickness.
• Local contacts. The Multi-Cultural Service have access to a number of local people with translating skills, that will work for free or at little cost. The same criteria for informal contacts would need to be met.
• Applied Language Solutions is a professional translation service that has a global network of translators. The service costs but offers professionalism, a universal range of languages and can be used for sensitive, technical or confidential documents.
Do we need to have a multi-lingual statement in all our documents?If your service is developing public-facing documents then you need to include a multi-lingual statement. 3cStudio will automatically add this to any documents they produce. If you are producing something in-house and want to include a multi-lingual statement please email [email protected]
Level of service Example contact
Informal contacts • By agreement with service user and professional and where there are no concerns about conflict of interest or confidentiality
• For absolute emergencies in the short term
Telephone interpretation using Language Line
• For short meetings and brief home visits• Visits by service users to reception areas• To gather basic information and contact details• Phone calls• Unexpected contact with service users where there is not
time to book an interpreter
Cumbria Interpreter Bank • Longer or more complex meetings/home visits• Meetings that can be planned in advance• Where it would be cheaper to use than Language Line
National Register of Public Sector Interpreters
• Where there is a legal process e.g. tribunals• Particularly complex or sensitive interventions• Where there are no local interpreters offering the language
you need and you need an interpreter present• Where it would be cheaper to use than Language Line
Guidance on levels of interpretation service
Level of service Example contact
Informal contacts • By agreement with service user and professional and where there are no concerns about conflict of interest or confidentiality issues and only for straightforward contact needs
Local contacts • For non-confidential documents• For relatively straightforward translations
Applied Language Solutions
• Everything else• Anything complex or part of a legal process should also request
a specialist service and proof reading
Guidance on levels of translation service
Think
Equality &
Diversity
ThinkEquality &
Diversity
TED says...
Using interpreters& translators
Your guide to...
Think
Equality &
Diversity
Think
Equality &
Diversity
For further advice please contactFor further advice please contact
Organisational Development Joel Rasbash: 01228 226639 • [email protected] Adult and Cultural Services Peter Knock: 01539 773379 • [email protected]
Children’s Services Louisa Day: 07833 151614 • [email protected]
Fire and Rescue ServiceSuzanne Pendar: 01900 820240 • [email protected] GeneralMulti-Cultural Service: 01229 894401 • [email protected]
Accessing a telephoneinterpreter
When your client is with you:
1. Phone 0845 310 9900.
2. The operator will ask you for: • Your ID code (speak to your equality representative for your code) • Your organisation name (and department where appropriate) • Your initial and surname • The language you require (say if you need a specific interpreter*) • Your client’s location, i.e. with you
3. Stay on line while the operator connects you to a trained interpreter (about 30 seconds).
4. Note the interpreter’s ID code, introduce yourself and brief the interpreter saying what phone you are using, e.g. single/dual handset, speaker phone or mobile.
5. Ask the interpreter to introduce you and themselves to your client and give the interpreter the first question or statement. Give the interpreter time to interpret between you and your client. Continue the conversation.
6. Let your client and the interpreter know when you have finished.
*whenever possible we meet specific requests, e.g. for a female interpreter.
Making outgoing client calls:
The operator will connect you to an interpreter, then conference your client into the call.
1. Have your client’s name and telephone number ready.
2. Follow steps 1 and 2 for ‘When your client is with you’, but advise the operator your client is NOT with you.
3. Give the operator your client’s name and telephone number.
4. Stay on line while the interpreter connects you to a trained interpreter (about 30 seconds).
5. Note the interpreter’s ID code. Introduce yourself and brief the interpreter: explain the operator is phoning your client. Ask the interpreter to introduce you and themselves to your client and give the interpreter the first question or statement.
6. The operator introduces your client into the call. The interpreter proceeds as you directed above.
7. Give the interpreter time to interpret between you and your client. Continue the conversation.
8. Let your client and the interpreter know when you have finished.
Handling incoming client calls:
If you have conferencing facilities:
1. Put your client on hold using your organisation’s conference call facilities (try to obtain your client’s telephone number in case they hang up while on hold).
2. Follow steps 1 and 2 for ‘When your client is with you’, but advise the operator your client is ON HOLD.
3. Brief the interpreter, then conference your client into the call.
If you do not have conferencing facilities:
1. Note your client’s telephone number, language and, ideally, name.
2. Assure your client that you will call back shortly with an interpreter.
3. Follow the procedures for ‘Making outgoing client calls’.
Useful numbers:
General enquiries, feedback & materials:0800 169 2879 [email protected] languageline.co.uk
Document translations:0800 917 6564 [email protected]
Think
Equality &
Diversity
ThinkEquality &
Diversity
TED says...
Using interpreters& translators
Your guide to...
Think
Equality &
Diversity
Think
Equality &
Diversity
For further advice please contactFor further advice please contact
Organisational Development Joel Rasbash: 01228 226639 • [email protected] Adult and Cultural Services Peter Knock: 01539 773379 • [email protected]
Children’s Services Louisa Day: 07833 151614 • [email protected]
Fire and Rescue ServiceSuzanne Pendar: 01900 820240 • [email protected] GeneralMulti-Cultural Service: 01229 894401 • [email protected]
Accessing a telephoneinterpreter
When your client is with you:
1. Phone 0845 310 9900.
2. The operator will ask you for: • Your ID code (speak to your equality representative for your code) • Your organisation name (and department where appropriate) • Your initial and surname • The language you require (say if you need a specific interpreter*) • Your client’s location, i.e. with you
3. Stay on line while the operator connects you to a trained interpreter (about 30 seconds).
4. Note the interpreter’s ID code, introduce yourself and brief the interpreter saying what phone you are using, e.g. single/dual handset, speaker phone or mobile.
5. Ask the interpreter to introduce you and themselves to your client and give the interpreter the first question or statement. Give the interpreter time to interpret between you and your client. Continue the conversation.
6. Let your client and the interpreter know when you have finished.
*whenever possible we meet specific requests, e.g. for a female interpreter.
Making outgoing client calls:
The operator will connect you to an interpreter, then conference your client into the call.
1. Have your client’s name and telephone number ready.
2. Follow steps 1 and 2 for ‘When your client is with you’, but advise the operator your client is NOT with you.
3. Give the operator your client’s name and telephone number.
4. Stay on line while the interpreter connects you to a trained interpreter (about 30 seconds).
5. Note the interpreter’s ID code. Introduce yourself and brief the interpreter: explain the operator is phoning your client. Ask the interpreter to introduce you and themselves to your client and give the interpreter the first question or statement.
6. The operator introduces your client into the call. The interpreter proceeds as you directed above.
7. Give the interpreter time to interpret between you and your client. Continue the conversation.
8. Let your client and the interpreter know when you have finished.
Handling incoming client calls:
If you have conferencing facilities:
1. Put your client on hold using your organisation’s conference call facilities (try to obtain your client’s telephone number in case they hang up while on hold).
2. Follow steps 1 and 2 for ‘When your client is with you’, but advise the operator your client is ON HOLD.
3. Brief the interpreter, then conference your client into the call.
If you do not have conferencing facilities:
1. Note your client’s telephone number, language and, ideally, name.
2. Assure your client that you will call back shortly with an interpreter.
3. Follow the procedures for ‘Making outgoing client calls’.
Useful numbers:
General enquiries, feedback & materials:0800 169 2879 [email protected] languageline.co.uk
Document translations:0800 917 6564 [email protected]
![PUBH 6564, SECTION [course section] · 2018. 9. 18. · PUBH 6564, SECTION [course section] Private Purchasers of Health Care: Roles of Employers and Health Plans in the Care System](https://static.fdocuments.net/doc/165x107/60d4c429537563345d543926/pubh-6564-section-course-section-2018-9-18-pubh-6564-section-course-section.jpg)
