Booking an Interpreter

Q: How long do I need to book an interpreter for?

A: It can be difficult to predict how long an appointment is going to last.  Language Point recommends that you allow at least 50% longer for an appointment needing an interpreter, than you would normally allow for an English speaking client or patient.  Please note however, that the length of the appointment that is indicated by you on the booking form will determine how long an interpreter can stay with you.  They may have another appointment that they need to attend.  If you find that the appointment is taking longer than you had booked for please consult with the interpreter, if it is possible they will certainly stay for as long as they are needed.  If they are unable to you may wish to book a follow-up session with the same interpreter at a later date.

Q: Can I book the interpreter to work for more than one client or family and count it as one session?

A: Yes you can.  However, if the interpreter is to work with a group of client, in a presentation for instance, please inform Language Point in advance.  You may want to consider a short briefing prior  to the session to discuss the content of the presentation and to agree the role of the interpreter.

Q: Can I work with the same interpreter when dealing with a particular client to ensure continuity?

A: Language Point will try to book the same interpreter for your follow-up sessions if you indicate the name of the interpreter on the booking form in the "Special Requirements" section.  To ensure that the interpreter will be available for the next session, Language Point advises professionals to check the interpreter's availability at the end of each session.  Please note this does not constitute a booking of that interpreter - they will still need to be booked through Language Point in order to attend any future sessions.

Q: If I cancel an interpreting session will I still be charged?

A: If a session is cancelled with more than 24 hours notice there will be no charge.  Bookings that are cancelled with less than 24 hours notice will still be charged.  If the session was booked for one hour or less then you will be charged the minimum charge of one hour of interpreting.  If the appointment has been booked for more than one hour, we will charge for one hour of interpreting and 50% of the additional time booked.  For example, a three hour booking which is cancelled with less than 24 hours notice would be charged for two hours (the first hour and half of the remaining two hours).

Q: What if my client is from a close knit community and is worried about knowing the interpreter?

A: An interpreter can be booked from out of the area, subject to availability, using one of the agencies we work in partnership with.

During the Interpreting Session

Q: What do I do if the interpreter is late or does not attend the appointment?

A: Contact Language Point immediately and staff will try to contact the interpreter to clarify the situation.  However, if Language Point is made aware that the interpreter is delayed or unable to attend the appointment for any reason we will make every effort to notify you as soon as possible before the appointment and where possible arrange another interpreter to attend in their place.

Q: What happens if the client or patient does not turn up?

A: If the interpreter has attended appointment, the service which made the booking has the responsibility to cover the cost of the interpreter's attendance.  As with a late cancellation, the minimum charge of one hours interpreting will be applied, as well as 50% of the additional time if booked for more than one hour.

Q: What do I do if the client is not happy or comfortable with the allocated interpreter?

A: There are a number of reasons why a client may not be happy or comfortable with their interpreter, for instance the interpreter may be of the opposite sex to the client; there may be a substantial age difference; or the interpreter and client may belong to opposing groups within their own culture.  It is very rare that a client will openly refuse the service of an interpreter, more commonly they will refuse to speak openly about the issues which caused them to access your service in the first place.  If this happens it is advisable to bring the session to a close and re-arrange the appointment.  Please ensure that you inform Language Point and a different interpreter will be booked for any future appointment.

Q: If I have worked with the same interpreter over a long period of time and a certain procedure is familiar to them, can I just ask them to explain the procedure to the client directly without having to go through it myself in English first?

A: No.  Although the interpreter's knowledge on the subject you are covering may be substantial the role of the interpreter is to interpret information coming from you to the client.  Not instructing the interpreter in English first may save some time, but in the long term it could be detrimental to the client, interpreter and professional.  The role of the interpreter is clearly defined and accepted by clients.  Any changes will confuse them and cause them to question the interpreter's neutral status in the communication process. 

Training and Feedback

Q: Is there an opportunity to train the interpreters to ensure they fully understand the areas in which we work?

A: Yes, Language Point actively promotes the opportunity for professionals and organisations to get involved in the training of interpreters.  Please contact Language Point if you would be interested in this.

Q: What if I am unhappy with any aspect of the service I have received?

A: If you are unhappy with the service provided or have any concerns, then Language Point is keen to hear from you.  For more information on how to leave feedback click here.

Cassaton House, 43-49 Fawcett Street, Sunderland SR1 1RR, Tele: 0191 561 1111 Fax: 0191 566 1751 E-mail languagepoint@sunderland.gov.uk