translation and interpreting service
TRANSCRIPT
Guidelines on the effective use oftranslations and interpreters
Translation and
Interpreting Ser vice
IntroductionThe handbook will help you to provide equal access to yourservice for members of the public who are not confidentcommunicating in English.
Contents1 About the Translation and Interpreting Service
2 When do I need to use the Translation and Interpreting Service?
Interpreting3 How to book an interpreter
4 Guidelines on the effective use of interpreters
5 Charges for booking interpreters
6 Cancellation charges
Translations7 How to order a translation
8 When should I get a translation?
9 Ensuring your English document will be translated well
10 British Sign Language interpreting assignments
11 How to manage a BSL interpreting assignment well
12 BSL Translations
13 Translation and Interpreting Principles
14 Quality checks
15 Complaints procedure
16 Languages spoken in Bristol
17 Interpreting Assignments commissioned in 2008-9
18 Contact us
The Bristol City Council Translationand Interpreting Service (TIS)works with council and externalclients such as other localauthorities, health trusts, privatebusiness, and community andvoluntary groups. Seventy percentof our customers are non-councilservice providers.
We provide:
l Translations l Interpreters l Accessible formats for
disabled people l National Register of Public
Service Interpreters l Language Assessment – this is a
developing area of work, we canoffer a language assessmentservice for translators andinterpreters in other agencies andsupport EMAS to language assess
l Training in the use ofinterpreters, translations,cultural competence, raceequality and deaf equality
We offer a first class, low costservice in more than 300languages, with in-house Somaliand BSL interpreters, and aregister of over 150 interpretersand translators. All those on ourregister are highly experienced,professional and offer an effective,and efficient service.
We are the only local T&I providerwhich assesses candidates in bothEnglish and their mother tongueand we also CRB check ourinterpreters.
We are up-to-date with the latesttechnology helping to improveour efficiency and offer ongoingtraining and support to all ourinterpreters.
We continuously work tostrengthen our reputation for aquality service offering excellentvalue. We put our customers atthe heart of what we do.
About the Translation and Interpreting Service (TIS)
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All service users should haveequal access to informationabout service provision.
If service users have low levels orno English language skills, serviceproviders must make every effortto support them by providingtranslations and interpreters.
When do I need to useprofessional languagesupport?A range of good practice andstatutory requirements guide andregulate communication in thepublic sector. They include:
l Disability Discrimination Acts1995 and 2005
l The Race Relations(Amendment) Act 2000
l Human Rights Act 1998
l Freedom of Information Act 2004
The Commission for Equality andHuman Rights (2009) advises if ahealth and social care providerfails to take appropriate steps tocommunicate effectively with aservice user, this may amount tounlawful discrimination in somecircumstances.
Interpreting and translations areneeded when a service provider:
l Is taking a decision with aservice user
l Needs to inform a service userabout process or procedures
l Needs to raise issues related toa service user’s health, safety orwell-being
l Is undertaking a formalassessment of a service user’sneeds
l Is undertaking legal proceedings l Is relaying information
regarding children’s educationalachievement and well-being
l Is applying for benefits orservices with the service user
l When a client requests aninterpreter.
l Children as interpreters
The council’s policy is that ourservice providers will never use achild to interpret for their parent.We recognise children may beused for day to daycommunication, but not for anyof the circumstances above.
When do I need the Translation andInterpreting service?
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You can make your booking by telephone by calling 0117 903 6400, or by completingin full the TIS interpreter requestform, available on our web pagewww.bristol.gov.uk/TIS
In either case you should give asmuch notice as possible.
When booking an interpreter,please give clear informationabout the proposed assignment.You will be asked to provide thefollowing:
l The language you need –remember, there are no suchlanguages as “Swiss” or“Indian”, so contact us foradvice if unsure.
l The date, time and duration ofthe assignment.
l The contact name anddesignation of the staffmember working with theinterpreter and who to contactin case of delay.
l The assignment address andwhereabouts you wish to meetthem (e.g. reception, wardnumber).
l The name of the service user, sothat the interpreter can identifyif the service user is known tothem, which could compromiseimpartiality.
l What the case is about – theinterpreter can find out aboutany terminology or proceduresin advance.
l The number of people who willneed interpreting – largemeetings may require morethan one interpreter.
Interpreting
How to book an interpreter
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Good practice about working with interpreters
During the interview
Interpreters should not be leftalone with the client at any time.
The following rules should also beconsidered by the service providerholding the meeting:
l Choose a quiet space if youcan – interpreters have to beable to hear and be heard.
l Arrange the seating. You andthe service user should faceeach other (on either side of asmall table is ideal). Theinterpreter sits between you.
l You are responsible for the meeting.
l Do not speak for more than afew sentences at one time.
l Address the service user directly,for example “What is yourname?” rather than “can youask her what her name is?”
l Introduce yourself by name andclarify the name of the serviceuser if needed, to ensure youhave the correct spelling, familyname and pronunciation.
l Explain what your role is.
l Introduce the interpreter.
l The interpreter will explain theirrole and that they will adhere tothe following principles:
• confidentiality
• impartiality
• word for word accuracy
• non-advocacy
l The interpreter will also explainthat they may make notes to aidrecall, and that these will bedestroyed after the interview.
l Explain words and procedures –make sure the client understandswhat you are saying.
l Ask the service user directly ifyou are not sure of relevant,culture-based facts, attitudes or perceptions.
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l You cannot always rely on beingable to read non-verbal signalsaccurately across a culture. If you are not sure whatsomething means, ask theservice user directly. Remember,a smile means the same in anylanguage.
l Ensure you have correct clientcontact information.
l Summarise what has beendecided and clarify the nextpractical steps to be taken –when, why and how.
At the end of the interview
l Once the assignment has beencompleted you should sign theinterpreter’s timesheet toconfirm the number of hoursthey have worked.
l You may make arrangementswith the interpreter for furtherbookings on a provisional basis.However, you must thenconfirm this by making a newrequest with the TIS.
l Be aware of any contentious ordistressing issues – debrief theinterpreter, allowing a fewminutes to discuss how theinterview went, although youshould not expect theinterpreter to offer an opinionabout the client or theircircumstances.
l Complete and return the TISMonitoring Form and returnthis to the office. You shouldstate if the interpreter arrivedlate, or any other points youwish to raise regarding theassignment.
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Charges for using interpreters
For full current rates please seethe charging policy atwww.bristol.gov.uk/TIS
There is a straightforward hourlyrate for booking interpreters withno additional administrativecharges.
We do however charge for theinterpreters mileage, parking, andtravel time if applicable – this willbe agreed prior to your booking.
Short notice bookings
If an assignment is booked atshort notice, that is within 48hours of the assignment date,you will be charged at an emergency rate.
Definitions for ‘clear days’ for shortnotice and cancellations:
l If a booking is made on Tuesdayfor a job on Friday – Wednesdayand Thursday count as the twoclear days.
Notice given Rate
More than 2 clear working daysbefore the date of the assignment
Pre-booked rate
Less than 2 days before the dateof the assignment
Emergency rate
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l A booked assignment can becancelled at any time – howeverdoing so at short notice willincur a charge.
l Cancellation is charged pro-rataaccording to the rate of thebooked assignment.
Cancelled assignments arecharged as per the table below.
Please note there are differentcancellation fees for freelanceBritish Sign Languageinterpreters – see page 11.
l If the interpreter cancels we willwaive the interpreting fee forthe rearranged appointment.
l Cancellation of consecutivelybooked days is charged at adifferent rate.
Please see the charging policy on www.bristol.gov.uk/TIS for full information.
Cancellation charges
Notice given Charge
More than 2 clear working daysbefore the date of the assignment
No charge
2 days before the date of theassignment
50%
1 clear working day before thedate of the assignment
50%
Less than 1 clear day before thedate of the assignment
100%
Same day as the assignment 100%
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TranslationsThe Translation and InterpretingService (TIS) can arrange fordocuments to be translated intoalmost any language.
Before you send your documentto us, please read the goodpractice guide below.
When should I get atranslation?
Service providers should considertranslating material in thefollowing circumstances:
l To give the service user a copy of a document, e.g. assessment, contract,agreement or statement
l When a service user requests a translation
l To promote services and rightsto non-English speakingcommunities.
When should I request a translation topromote services?
l When your service isundergoing a transformationalchange or a new service isintroduced, it is important thatyou communicate thesechanges to all service usersincluding non-English speakers.
l If a service is provided in part ofa city where there is known tobe a high language need, e.g. St Paul’s, Easton, Barton Hill,Lawrence Hill. Contact theEqualities And CommunityCohesion Team for estimates ofBlack and minority ethnic (BME)communities in different partsof the city.
l If a service is underused by non-English speaking communities
l If a service is specificallytargeting non-English speakingcommunities, e.g. services fordeaf people.
l Consult with BME communitiesand the deaf BSL communityabout their priorities.
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How to order a translation
Provide adequate notice – Ideallythree to four working days shouldbe sufficient but allow longer forlarge documents.
l Download the translation/quotation request form,available on our web pagewww.bristol.gov.uk/TIS, byemailing [email protected] orby calling on 0117 903 6400.
l Complete the form and email itto [email protected] ensuringyou also attach the document(s)to be translated. If yourdocuments are not availableelectronically you may also faxor post the form to us.
l We will usually respond to yourquery within 24 hours,providing you with a jobreference number and a quote ifyou have requested one.
l The cost is calculated by thenumber of words in English.Please see our charging policyfor more information.
l The translation will be returnedto you by email by the requireddeadline. If you also require acertified hard copy, please let usknow at time of booking.
Large documents and orders for multiple languages
If you have a large document orrequire translation in a number ofdifferent languages, please call us,so we can arrange realisticdeadlines and determine theappropriateness of translation.
Amendments
There are significant charges foramending translated materials –you should therefore only send adocument for translation onceyou are sure it is the final copy.
Charging
l You will be invoiced within twoweeks of delivery.
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Ensuring your English document willbe translated well
Translations are most successfulwhen the original Englishdocument is well written.
User feedback emphasises thatthe quality of the translation isheavily-dependent on the qualityof the original English version.
Some words and phrases arecommonplace but assume anunderstanding of Britishprocesses or services.
An example of a term which mayneed explaining or which couldbe re-written with plain-Englishequivalent is “Early EducationEntitlement” which could berewritten as “nursery moneyvouchers”. Other words orphrases such as “academy” or“single adult discount” mightrequire a glossary explanation.
l Avoid jargon wherever possible,or provide a glossary
l Layout and formattingconsiderations
We provide plain-text translationand limited formatting – we donot print or publish documents.
l Use appropriate illustrations
n Give positive images ofwomen, minority ethnicgroups, disabled people, LGBT and older people – donot reinforce stereotypes.
n Avoid images heavilyassociated with Europeanculture.
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The Translation and InterpretingService (TIS) has both an in-house BSL interpreter and a listof freelance BSL interpreters.
In order to book a BSL interpreteryou need to complete the TISinterpreter request form in thesame way as booking a spokenlanguage assignment.
Terms and Conditions forBSL Interpreting
When the in-house interpreter isused there is a minimum of a twohour booking and thecancellation terms are the sameas for the spoken languageinterpreters.
Freelance interpreters set theirown terms and conditions andtheir minimum bookings areeither two or three hours.
Their cancellation periods alsodiffer from those of the TIS and itis important to note cancellationterms are:
1 to 7 days – 100% charge8 to 14 days – 50% charge
Please see our charging policy forfurther information on the costsof the service.
Contact details for our in-house interpreter
Our in-house BSL/English Interpreter, Amy Jenkins, worksWednesday to Friday and can be contacted on:
e-mail: [email protected] (sms and voice): 07795 445 763Textphone: 0117 357 4444Telephone: 0117 922 2749Fax: 0117 903 6427
BSLBritish Sign Language Interpreting Service
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How to manage a BSL Interpreting assignment
When making the booking pleaseindicate how many interpretersyou will need for the assignment.Interpreting is mentally andphysically demanding, if yourequire continuous interpretingfor more than one hour we wouldrecommend two interpreters. For short meetings one will besufficient. If you are unsure wewill be happy to advise you.
BSL interpreters requirepreparation materials to allowthem to provide the best possibleservice and these should be e-mailed to TIS in advance of theassignment. This could includepower point presentations,handouts, a programme of eventsor any forms that will be filled in.
After booking your interpreter wewill send you a confirmation withthe interpreter’s name. Most deafpeople like to know who will beworking with them so pleasemake sure you inform them whothe interpreter will be before theassignment.
We will also send you amonitoring form for after theassignment – this asks forfeedback about the interpreters’conduct and should be returnedto the TIS.
The interpreter should not be leftalone with the service user. If youare conducting a home visit theinterpreter will meet you outsidethe property.
The seating arrangements shouldallow the deaf person to lookbetween the speaker and theinterpreter with ease. The deafperson and interpreter will beable to advise you on the daywhat will work best for them. Thisshould also allow you to talkdirectly to the deaf person so youcan address them as “you” ratherthan “can you ask them”.
Please speak at your normal pace,the interpreter will sign at thesame time as you speak so you donot need to pause to allow themto interpret as you would with aspoken language interpreter. Theymay ask you to repeat or clarifyinformation so they are able tointerpret faithfully.
All of our BSL interpreters aretrained professionals who followa Code of Ethics. All informationin interpreting situations istreated as confidential.
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Translations into BSL
BSL is very different from Englishso for deaf people who use BSL,English is a second language.Many deaf people find it hard toread English and do not accesswritten information.
Written correspondence such asletters, contracts and leafletsmight not be fully understood,especially if they contain longwords, jargon and complexsentence structures, andtherefore you should consider if aBSL translation is needed.
The Deaf Equality Officer in theEqualities and CommunityCohesion Team can translate anywritten material into BSL. It canthen be distributed on a DVD oruploaded onto the council’swebsite.
The service provider needs tocreate the English script for thetranslation, this may meansummarising long documents.
Scripts should usually be brokendown into 100-word segmentswith a maximum of about 600words in total, although there issome flexibility in this figure.
l Deaf/interpreter awareness andBSL classes
If you anticipate that your teamwill be using BSL interpreters on aregular basis then you might liketo [email protected] arrange deaf/interpreterawareness and basic BSL sessions.
The Association of Sign LanguageInterpreters (ASLI) is made up ofBSL interpreters and aims toimprove standards of interpretingand raise awareness. It also has adirectory of its memberswww.asli.org.uk
Contact details for BSL translations
Please [email protected] information on BSL translations and charges.
The service is free for council staffbut there may be a charge forexternal organisations.
BSL
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Principles of the serviceAll our translators andinterpreters sign up to a Code ofPractice and a Code of Ethicswhich adhere to the followingprinciples (BSL interpreters use asimilar NRCPDD Code of Ethics).
l Confidentiality
Nothing which is said in theroom will be repeated by theinterpreter outside of the room.Translators and Interpreters alsoadhere to data protectionregulations when storinginformation safely on computeror paper.
l Word-for-word accuracy
The dialogue or text will beinterpreted or translated wordfor word. Nothing will be addedand or taken away.
Everything that is spoken will beinterpreted includingconversations between serviceproviders and conversationsbetween service users.
l Impartiality
The interpreter will give equalattention to the service user andservice provider and will beimpartial and unbiased. Theinterpreter is a neutral third partyand has no role in decisions takenby the service provider or client.
l Non-advocacy
The interpreters and translatorswill not intervene in theinterview unless clarifying anyissue or misunderstanding. Theinterpreter will not offer advice.At times a client may need bi-lingual advocacy but thisservice is not provided by TIS.
l Interruption only for clarification
Interpreters are obliged to seekclarification on words or phrasesthey do not understand. Theinterpreter may interrupt theinterview if they feel the clientdoes not understand conceptsbeing explained.
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l Quality control
We continue to work hard to raisethe quality of our service. Internalcustomers can now place on-linebookings and this facility will alsobe available to external customersshortly.
We recruit new interpreters bi-annually. To join the TIS registerall candidates are interviewed asto their experience and theirunderstanding of the principles ofthe service.
Interpreters undertake a role playlanguage assessment by anexternal examiner and are alsoassessed by the TIS for their Englishand interpreting skills.
The TIS offers regular trainingsessions with presentations fromservice providers to helpinterpreters understand thecontext within which they areworking, and to improve theirknowledge of the terminologyand jargon used.
Every assignment is accompaniedby a monitoring form asking forfeedback on quality. Positivefeedback is passed on and anycomplaints are quicklyinvestigated.
l Security checks
All interpreters must undergo anenhanced Criminal RecordsBureau (CRB) check before theycan become part of our register.
Our security checks also ensurethat appointed interpreters havethe legal right to work in the UK.
l National Register of PublicService Interpreters (NRPSI)
In addition to our own register,the TIS subscribes to the NationalRegister of Public ServiceInterpreters giving us immediateaccess to an even larger databaseof interpreters.
NRPSI interpreters charge higherrates, but this will be discussedprior to confirming any bookings.
l BSL Interpreter Qualification
British Sign Languageinterpreting is formalised and canbe undertaken via NVQ or degreequalifications. There are specificqualifications needed for traineeinterpreters and an additionalspecialist post-graduatequalification needed forregistered interpreters. The TIScan advise on relevant skill levelsneeded for BSL assignments.
l Punctuality
Interpreters should arrive 10minutes before an assignment isdue to start – in the event oflateness they will call to advise ofthe situation.
Translation deadlines are agreedin advance of any work.
l Complaints procedure
Please call the team to discussissues you may have concerningthe service – we welcome allfeedback from our clients, good or bad.
If you wish to make a complaintwe need you to put this inwriting. You can either completethe Complaints Form on ourwebsite (www.bristol.gov.uk/TIS),or you can email or write to us.
We need to know your details, theassignment number, a fulldescription of your grievance andany actions which you think couldrectify the situation.
At this stage we will attempt toresolve the complaint informally.
The staff concerned will beinvited in for an interview todiscuss the complaint and anappropriate resolution.
If this does not resolve the issuethen the Equalities andCommunity Cohesion Managerwill follow the council’s FairComment Process or EmployeeGrievance process.
Principles of the service
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Translation and Interpretingassignments by language
l Interpreting Assignments commissioned from the Bristol CityCouncil Translation and Interpreting Service from 2009–10
l Translation Assignments commissioned from the Bristol City CouncilTranslation and Interpreting Service from 2009–10
Albanian <1% Amharic <1%Arabic 3%
Bengali 4%
BSL 14%
Czech 1%
Chinese 6%
Farsi 2%French 2%
Gujarati <1%
Italian 1%Kurdish 5%
Other 2%
Polish 12%
Urdu 3%Vietnamese 2%
Turkish 2%
Tigrini 2%
Thai 1%
Tamil <1%
Somali 22%
Spanish 1%
Slovakian 1%
Russian 1%
Romanian 6%
Punjabi 4%
Pushtu 2%
Portuguese 3%
Albanian 1%Arabic 4%
Bengali 4%
Chinese 6%
Farsi 2%
French 6%
German 2%Greek 1%
Gujarati 2%
Hindi 1%
Italian 2%
Kurdish 4%
Other 9%Polish 20%
Urdu 5%Vietnamese 1%
Turkish 1%
Tigrini 1%
Spanish 2%
Somali 19%
Russian 1%
Pushtu 1%
Punjabi 3%
Portuguese 4%
Languages spoken in Bristol
A list of Bristol’s common community languages and the country inwhich they are spoken.
• Albanian – Albania
• Amharic – Ethiopia
• Arabic – Algeria, Bahrain, Egypt,Eritrea, Iraq, Jordon, Lebanon,Libya, Saudi, Arabia, Somalia,Sudan, Syria, Tunisia, Yemen
• Badini – Iraq, Iran
• Bengali – Bangladesh, India
• British Sign Language –Deaf people in Britain
• Bulgarian – Bulgaria
• Chinese, Cantonese, Mandarin– China
• Czech – Czech Republic
• Eritrean – Ethiopia, Eritrea
• French – France
• German – Germany
• Greek – Greece, Cyprus
• Gujarati – India
• Hindi – India
• Hungarian – Hungary
• Italian – Italy
• Japanese – Japan
• Korean – Korea, China, Japan
• Kurdish, Kurdish Badini,Kurdish Sorani, Kurmanji –Turkey, Iraq, Iran, Syria, Armenia
• Lingala – Congo, Central African Republic
• Lithuanian – Lithuania
• Mirpuri – Pakistan
• Pashto – Afghanistan, Pakistan
• Persian (Farsi, Dari) – Iran,Afghanistan
• Polish – Poland
• Portuguese – Portugal, Brazil,Mozambique, Angola
• Punjabi – Pakistan, India
• Romanian – Romania
• Russian – Russia (and otherformer Soviet Union states)
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• Slovak – Slovakia
• Somali –Somalia, Ethiopia, Kenya
• Spanish –Spain, Argentina, Costa Rica,Chile, Cuba, Columbia, Ecuador,Guatemala, Mexico, Peru,Uruguay, Venezuela and manyothers
• Swahili – Tanzania, Kenya,Congo
• Sylheti – Bangladesh
• Tamil – Sri-Lanka, India,Malaysia, Singapore
• Thai – Thailand
• Tigrinya – Eritrea, Ethiopia
• Turkish – Turkey
• Twi/Fante – Ghana, Ivory Coast
• Ukrainian – Ukraine
• Urdu – Pakistan
• Vietnamese – Vietnam
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The Translation and Interpreting Service
Bristol City CouncilThe Council HouseCollege GreenBristol BS1 5TR
Telephone: 0117 903 6400Fax: 0117 903 6427Texbox: 0117 357 4444Email: [email protected]
InterpretingTelephone: 0117 903 6431
TranslationTelephone: 0117 903 6422
Finance and AdministrationTelephone: 0117 922 6423
In-house BSL Interpreter
Telephone: 0779 544 5763Email: [email protected]
In-house BSL Translator
Email:[email protected]
In-house Somali Interpreter
Email: [email protected]
Contacts
www.bristol.gov.uk/TIS
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Notes
l If you would like this information in a different format, forexample, Braille, audio CD, large print, electronic, BSL DVDor community languages, please contact us.
PRINTED ON RECYCLED PAPERDesigned and printed by Bristol City Council, Design – Des2130 March 2010