Cambridgeshire has a great need for public service interpreters due to its many tourist attractions and the steady increase of migration from EU countries to the area.
To assist public sector officials in delivering a first class service, that focuses on the citizen’s needs, regardless of their cultural background, nationality and language, the constabulary embarked on a project to produce an interpreters awareness film.
Working with local and national public sector agencies and national interpreters’ professional bodies the constabulary has produced a 45 minute awareness film demonstrating how to use and communicate effectively via an interpreter, funded by the Migrant Impact Fund.
The film highlights the importance of using a trained, professional interpreter who is qualified, experienced, security-vetted and registered with their professional body.
It explains the importance of briefing both the client and the interpreter correctly and provides guidance on how to do this properly. By following the correct protocols you will ensure three outcomes;
- Fair treatment for the client
- Professional respect for the interpreter; and
- A satisfactory outcome for all parties.
The film is split into six modules and covers a spectrum of public sectors scenarios including scenes from a dentist waiting room, a Citizen’s Advice Bureau office, hospital ward and police interview and covers the following topics;
Introduction
Language identification
Before carrying out any public service appointment with a non-native English speaking person it is essential that you identify the client’s language. You must not make any assumptions based on the person’s appearance, nationality or background. If you follow the correct procedure you can be sure of booking an interpreter who has the same language as your client.
Professional interpreter
The use of a professional interpreter in the public sector is essential for effective communication. Watch the module to see why.
How to meet, greet and brief your interpreter
Good interpretation comes from good preparation. Your interpreter needs to know what you’re likely to discuss with your customer. Interpreting might look easy but in fact it’s highly skilled. If you are going to obtain what you wish interpreters need to know in advance what will be the subject of the discussion, what terminology is likely to be used and what they’re going to face during the assignment. An interpreter may also need to be prepared emotionally for the situation. Make sure you brief your interpreter, if not they may not be prepared technically or emotionally, and this might affect their ability to assist and may even result in the interpreter being unable to continue.
Briefing your client on the role of an interpreter
It is important that all partied understand the role of an interpreter. As an official you’re responsible for briefing the client on the role of an interpreter to ensure effective communication. If you do not brief the client on the role of an interpreter things might go wrong and you might not achieve what you expected.
Obtaining information via an interpreter
When trying to gain information via an interpreter it is important to direct all your conversation to the client and not to the interpreter. Your conversation is with the client not with the interpreter.
If you’ve briefed the client correctly on the role of an interpreter and if you direct your conversation to the client then communication will run smoothly. When trying to gain information through an interpreter it is important to ask short and clear questions.
Summary
To ensure you communicate effectively and efficiently through an interpreter you should use this good practise guidance.
- Identify the language before booking the interpreter. Use a language identification chart if necessary. If the language is correctly identified you’ll be sure of booking the correct interpreter. This saves time and money. Always check if the client and interpreter share the same language.
- Many languages have different dialects. It is your responsibility to ensure the interpreter and the client truly understand each other.
- It is essential you use a professional interpreter. A professional interpreter will be qualified, experienced and security vetted and will have signed a professional code of conduct.
- When you meet the interpreter it is important that you ask to see his of her identification badge to make sure this is the interpreter you’ve booked and not someone else.
- Good interpreting comes from good preparation. You must brief your interpreter on the nature of the assignment, the subject of any discussion that will take place and any specialised terminology you’re likely to use. In some cases it’s necessary to prepare the interpreter emotionally for the assignment.
- As an official it is your responsibility to ensure all parties understand the role of the interpreter and the ground rules for effective communications through an interpreter. The interpreter is there purely to help you overcome a language barrier.
- As the official you must take immediate and complete control of the situation to ensure effective communication.
For more details on the film please contact project manager, Katrina Mayfield (katrina.mayfield@cambs.pnn.police.uk).
This film was produced by Cambridgeshire Constabulary and was funded by the Migration Fund.
With thanks to;
Association of Police and Court Interpreters (APCI), Chartered Institute of Linguists (CIoL), Institute of Translation & Interpreting (ITI), National Register of Public Interpreters (NRPSI), NHS Peterborough, New Link, Peterborough City Council, National Policing Improvement Agency (NPIA) and Association of Chief Police Officers (ACPO).
Cast:
| Daina Nalivaiko |
Latvian interpreter |
| Egle Vytuvyte |
Lithuanian interpreter |
| Emily Pollet |
Dental receptionist |
| Maruis Zilinskas |
Darius |
| Sandeep Garcha |
Reema |
| Muzz Khan |
Aamir |
| Guy Oliver Watts |
Citizens Advice Bureau staff |
| Louisa Lawrenson |
Citizens Advice Bureau staff |
| Bhasker Patel |
Professional Urdu interpreter |
| Maja Smith |
Polish interpreter |
| Luc Mazurek |
Kamil |
| Will Chitty |
Police Officer |
| Marc Bolton |
Doctor |
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In order to achieve the best outcome when communicating via an interpreter, download this aide memoire and follow the guidelines as set out in the fifteen steps.
Interpreter aide memoire
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