How to Book an Interpreter

Introduction

The following section outlines procedures for booking a professionally accredited interpreter through a language service provider such as ONCALL or TIS. Depending on the size of your agency and demand for interpreter services, it may be helpful to have a designated staff member responsible for co-ordinating interpreter bookings. Having a designated booking officer can help streamline the process and identify opportunities for co-ordinating interpreter bookings to maximise efficient use of agency resources and interpreter time. It can also help to monitor expenditure and avoid duplication of resources,
i.e. translations.

Definition and Quality Standards

When booking an interpreter, refer to client information and preferences in the Communication Assessment Tool and consider the following principles:-

Booking an Interpreter Considerations

Right Language

• Identify the correct language the client speaks.


• Never guess the language by country of birth, as there may be several languages or dialects spoken in a country. For example, not all Indo-Chinese people speak Vietnamese. They may speak Cantonese, Teo Chiew, Khmer, Lao or one of several other languages.


• The Language Chart (Appendix C) lists the major languages and/or dialects spoken in each country, and can be used to assist in identification of the appropriate language.

Right Gender

• Consider whether a male/female interpreter would be appropriate to meet the client preferences identified in the Communication Assessment Tool.


• For example, will an Arabic speaking woman from Iraq feel comfortable speaking about a women’s health issue in the presence of a male interpreter?


• Where possible, language service providers such as ONCALL and TIS will endeavour to meet gender requirements, although this cannot always be guaranteed.

The Right Mode
Consider the most suitable mode of language service provision:

• Telephone Interpreting - suitable for 10 – 15 minutes of duration (this is the most likely option in an emergency situation)


• Face-to-Face or on-site interpreting - for longer and complex consultations

Right Information

• Ensure that you provide sufficient information to the language service provider about the nature and complexity of the interview to enable them to arrange an interpreter who is suitably qualified and experienced to undertake the booking.


• Endeavour to have a briefing session with the interpreter prior to the appointment to provide background information (not case details) so that the interpreter understands any special features, e.g. nature of the client appointment, number of individuals involved, what needs to be achieved in the interview and any sensitive issues to be considered. Allow five to ten minutes for this briefing.


• Advise the client, verbally and/or in writing, that an interpreter has been arranged.
  
  Check any specific booking requirements of the language service provider used by your agency
  i.e. TIS, ONCALL or other provider.

Booking an Interpreter for an Appointment during Normal Office Hours

1. Ring relevant Language Service Provider, i.e. ONCALL, TIS and state:

• Interpreting mode required (on-site interpreting, telephone interpreting)


• Language required


• Date required for appointment


• Time and duration of appointment


• Client’s name


• Gender of client


• Preferred gender of the interpreter


• Name of professional to see client (egg. John Smith)


• Discipline of professional to see client (egg. doctor, nurse, social worker)


• Cost centre or account code, or other if applicable. (Note: It is advisable to check whether the session will be fee-free, and if not, confirm the cost of the appointment and the billing contact person/address to monitor invoices.)


• Location of appointment if on-site interpreting is required


• State telephone number on which telephone interpreting will take place

2. Ensure there is adequate time to brief the interpreter prior to the interpreting session.

3. Cluster same language client appointments if possible. This will ensure efficient use of interpreter time and costs.

4. Fax back confirmation form

5. Complete Booking Interpreters (Form 3: Interpreting Booking Checklist/Record)

Note: Record on this form when interpreter is not available or not used

Booking an Interpreter for an Appointment after Normal Office Hours

Obtain approval from your manager/supervisor if required and then proceed to contact the relevant language service provider and provide the same information as above to arrange both. Note: There can sometimes be delays with after-hours interpreting services.

Booking an Interpreter in Emergencies

In situations where an interpreter is required urgently, contact your language service provider directly on the relevant number and provide the same information as above. It may not be possible to provide an on-site interpreter at short notice.

What if an interpreter accredited at the professional level is not available?

Sometimes it will not be possible to use a professionally accredited interpreter or translator. For example, there are no interpreters or translators accredited to that level in a particular language or a professionally accredited interpreter cannot be located in an emergency. Rural areas in particular may experience difficulty locating suitably qualified interpreters.

In these cases:

• decide whether it is possible to reschedule the client’s appointment to a time when a suitability qualified interpreter is available;


• if it was planned to use an onsite interpreter, try to obtain a telephone interpreter instead – they are often available when face-to-face interpreters are not;


• use an interpreter or translator accredited at a lower level and record the reason for this in the client file

What if a client refuses to use an interpreter?

Clients may sometimes refuse to use an interpreter. This could be because of concerns about confidentiality and privacy, particularly in smaller ethnic communities. It might also reflect the client’s concern about the gender or religion/ethnic background of an interpreter.

What should be done in these cases will depend on a range of factors, but action could include:

• trying to explore the reason for the refusal with the client via a telephone interpreter or family members or friends (not persons, including family members, under 18 years of age);


• explaining to the client the possible consequences of not using a professional interpreter;


• Explain to the client that is you who needs the interpreter OR


• Explain to the client that it is agency policy to engage professional interpreters.


• if possible, communicating without an interpreter for a period and then reassessing the situation; or


• as a last resort, using family members or friends as interpreters, but not persons including family members under 18 years of age.

If the client still refuses to use an interpreter, this should be recorded in the client file.