Interpretation, Translation and Human Aids to Communication and Transcription Project

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1 Interpretation, Translation and Human Aids to Communication and Transcription Project Research Study Report Prepared for Walsall MBC Equality and Diversity Team June 2005 RB Research and Consultancy 47 Norbury Avenue Pelsall Walsall WS3 4NE Tel: Mob:

2 INTERPRETATION, TRANSLATION AND HUMAN AIDS TO COMMUNICATION AND TRANSCRIPTION RESEARCH PROJECT FINAL REPORT EXECUTIVE SUMMARY TABLE OF CONTENTS Page No SECTION 1: INTRODUCTION Purpose of the Project Project Brief Research Methodology 4 SECTION 2: SETTING THE SCENE Walsall s Ethnic & Linguistic Minority Communities Policy and Legislation Background Previous Research Studies 11 SECTION 3: CURRENT & PAST USAGE OF INTERPRETATION & TRANSLATION SERVICES 21 SECTION 4: CONSULTATION FINDINGS Introduction Consultations with Walsall Council Employees Consultations with Service Users/External Agencies Summary of Key Findings 54 SECTION 5: QUALITY AND QUALITY CONTROL A Quality Service Quality Control 61 1

3 SECTION 6: BENCHMARKING WITH OTHER AUTHORITIES 64 AND AGENCIES 6.1 Definition Scope of Benchmarking 64 SECTION 7: CONCLUSIONS 76 SECTION 8: OPTIONS AND RECOMMENDATIONS Options Recommendations Costs to Walsall Council 85 SECTION 9: REFERENCES 86 APPENDIX1: PROJECT RESEARCH BRIEF 87 APPENDIX2: LIST OF ORGANISATIONS 90 2

4 Executive Summary This research project was commissioned by Walsall Council Equality and Diversity Team and undertaken by RB Research and Consultancy, from the end of March to mid June Purpose of the Project To position Walsall Council and its service areas with the capacity to communicate clearly with individuals from the full range of Walsall communities, in their preferred language, medium or format, to a consistent standard and quality, without undue delay or additional charge, in order to afford them all, full access to the full range of council services. 2. Project Rationale Currently, within Walsall Council, interpretation and translation and human aids to communication and transcription provision is very much ad hoc, where service teams seek their own methods of provision. As a result of communication barriers, many Walsall residents are not aware of the services they are entitled to, even when services are provided. In order to provide Best Value, and become an excellent authority by 2008, Walsall Council has to deliver high quality services to all its residents, so that all people are treated fairly, equally and with respect, and where cultural diversity is recognised as one of Walsall s key strengths. Without a corporate approach to communications that includes its minority ethnic communities and those with disabilities, Walsall Council will be unable to aspire to excellence. 3. Project Brief The brief required proposals outlining a number of models, by which the Council could provide an interpretation, translation and human aids to communication and transcription service. Key considerations for the service were, that it must meet Walsall resident/user needs; it must meet service specific requirements; it must provide a best value, efficient and effective, high quality service, in a consistent and corporate framework 4. Research Methodology The research methodology sought to build on previous research studies on the issue of developing a corporate interpretation, translation, human aids to communication and transcription service. The methodology included, desk top research of existing documentation; small group meetings/focus groups and face to face interviews with Council staff and external stakeholders, partners and diverse community groups from the local statutory and voluntary 1

5 sectors; benchmarking visits to other public bodies in the West Midlands in order to identify best practice; internet research; and research via and telephone contact. 5. Research Findings Research findings demonstrated clearly that a corporate approach to the delivery of interpretation, translation, human aids to communication and transcription services was very much required, and that the existing ad hoc arrangements were totally inadequate. The research also revealed that there were 5 key communications service elements that a Walsall Council corporate service should provide: a telephone verbal interpretation service to support minority ethnic community residents; a community language written translation service; a face to face interpretation element; a British Sign Language element; and, a wide range of accessible formats for people with disabilities. 6. Conclusions A range of different communications service models was studied, both in the West Midlands and in the wider United Kingdom. The key considerations were, to meet the varied communications needs expressed during the consultation process; to consider the need to provide the best quality service possible for Walsall residents; to develop a cost effective service; and, also, to consider the need to set up such a service, as speedily as possible, given the continuing development of the First Stop Shop. Five options, classified A-E, were considered. Option D was the only option that could meet the 5 particular requirements of a Walsall Council service. Option D would include entering into separate contracts with 5 providers. Best value would require a tendering and rigorous selection process. This service could be staffed by a Communications Officer or Co-ordinator, with administrative support, and managed by the Head of Communications, the Diversity Manager, or the Manager of the First Stop Shop. This option would provide a single interpretation and translation service for Walsall Council that would provide a co-ordinated, corporate response to all requests for communications support from both Walsall residents and Council service providers. 7. Recommendation It is recommended that: Walsall Council should strongly consider the feasibility of adopting Option D, as the best means of meeting the wide range of interpretation, translation and human aids to communication and transcription needs of all Walsall residents. 2

6 1.0 Introduction This research study was commissioned by Walsall Council Equality and Diversity Team and undertaken by RB Research and Consultancy, from the end of March to mid June Purpose of the Project To position Walsall Council and its service areas with the capacity to communicate clearly with individuals from the full range of Walsall communities, in their preferred language, medium or format, to a consistent standard and quality, without undue delay or additional charge, in order to afford them all, full access to the full range of council services. 1.2 Project Brief To submit proposals outlining a number of models by which the Council could provide an improved interpretation, translation and human aids to communication and transcription service. Key considerations for this service were: 1) Meeting resident/user needs 2) Meeting service specific requirements 3) Best value 4) A consistent and corporate framework 5) Quality control 6) Flexibility and speed of response Other requirements of the Project Brief were to: 1) Build on work that has already taken place, across directorates, by a cross directorate communications project team 2) Draw on experience of other public bodies in the West Midlands and elsewhere in order to identify best practice 3) Identify associated costs of setting up and running the proposed models 4) Research the use of current staff to provide a first point of contact interpretation service. 5) Research the implications of the First Stop Shop The project brief also prescribed detailed discussions with: 1) Officers of Walsall Council 2) Key partners in the Borough 3) Minority ethnic community representatives 4) Local service providers 3

7 The complete Research Brief is attached to this report as Appendix Research Methodology The Research Methodology adopted included: 1) Desktop research of existing documentation, both to review communications strategy work that had already taken place, and, also, to review national and local strategies and policies that reflect the need for interpretation/ translation and human aids to communication and transcription services. 2) Small group meetings/focus groups with internal and external stakeholders, partners and diverse community groups from the local statutory and voluntary sectors. 3) Face to face interviews with internal and external stakeholders, partners and members of diverse community groups from the local statutory and voluntary sectors. 4) Benchmarking visits to other public bodies in the West Midlands, in order to identify best practice. 5) Internet research to explore information about interpretation and translation agencies elsewhere in the United Kingdom. 6. E mail and telephone contacts with individual Walsall Council Officers, not included in small group discussions, and officers managing interpretation and translation agencies, elsewhere in the United Kingdom The research process was aimed to be as broad as possible, to include voluntary, statutory and local authority organisations, professionals in the field and end service users. (Details of organisations and individuals consulted can be seen at Appendix 2) 4

8 2.0 Setting the Scene Interpretation, Translation and Human Aids to 2.1 Walsall s Ethnic and Linguistic Minority Communities Walsall s Minority Ethnic Communities Table 1: Ethnic groups in Walsall Total % Borough Population 253, White 219, Asian: Indian 13, Pakistani 9, Bangladeshi 2, Chinese Other Asian Black: Caribbean 2, African Other Black: Of mixed parentage 3, Other ethnic group Source: 2001 ONS Census The recorded population of Walsall has decreased by 5,989 since 1991, but it is important to point out that Walsall s minority ethnic population has increased from 24,794 (9.6% of Walsall s total population) to 34,434 (13.6% of Walsall s total population). The 2001 Census also recorded that 15,211 (44%) of Walsall s minority ethnic communities were born outside the European Union, thus providing some indication of the potential scale of interpretation and translation need. In addition, these Census recorded numbers would be supplemented by people who had attained refugee status. It is also important to note that the recorded Bangladeshi population of Walsall has increased 73%, from 1,447, in 1991, to 2,503, in A large population increase was also recorded in the Pakistani community, whose recorded population increased 53% from 6,102, in 1991, to 9338, in The recorded increases in the Bangladeshi and Pakistani communities to a total 11,841 (34% of Walsall s total minority ethnic community population), in Walsall, have implications for any proposed communications strategy, as the Bangladeshi and Pakistani communities are regarded as amongst the most linguistically isolated of minority ethnic communities. 5

9 It is, also, worth noting that the changing nature of the geo-political landscape, in terms of movements of people within the European Union, as well as asylum seekers and refugees, has led to an increase in the number of ethnic and linguistic minorities in Walsall. Walsall Council s Asylum Office, in June 2004, calculated that there were 396 Asylum Seekers and Refugees resident in Walsall. The main languages spoken, recorded in a survey conducted by Walsall Council First Stop Shop Contact Centre Manager, in 2004, were Bengali, Gujarati, Kurdish, Punjabi, Turkish and Urdu. This survey recorded a total of 70 languages spoken in the Walsall area Walsall s Deaf and Hard of Hearing People Both the Royal National Institute for Deaf People (RNID), and Walsall Social Care and Supported Housing (SCSH) estimate that more than 36,000 people among the adult population of Walsall have hearing impairments. SCSH statistics (21/06/03), recorded 379 people that were registered deaf and 779 that were registered hard of hearing. Those statistics also recoded 258 BSL users amongst Walsall residents, 1,960 who used textphones/minicom and 9,281 who had hearing aids. British Sign Language (BSL) was recognised as an official community language, by the UK Government, in 2003, and, subsequently, by Walsall Council, in Walsall s Visually Impaired People Walsall Social Services Information Systems, in 2003, recorded 804 people that were registered as blind and 1006 that were registered as partially sighted, a total of The Royal National Institute for the Blind (RNIB) suggests less than 1/3 of those who are eligible for registration are actually registered. The RNIB also has recorded that numbers of blind and partially sighted have increased 20% in the last 30 years. 6

10 2.2 Policy and Legislation Background Introduction Interpretation, Translation and Human Aids to The decision to establish an interpretation and translation and human aids to communication and transcription service is usually made in response to: 1. An increased volume of service users who require language support, or 2. The need to formalise already existing ad hoc arrangements because they are no longer adequate or legal 3. Complaints received about services or lack of services, from service users and from directorates Although the need for such services may be all too obvious to local people and front line workers involved, a formal case does have to be made to secure the commitment and financial support necessary to set up a properly resourced interpretation and translation and human aids to communication and transcription service. The case for establishing an interpretation and translation and human aids to communication and transcription service includes two crucial components: 1. Legal imperatives for provision 2. Policy Imperatives for provision Legislation The provision of interpretation and translation services for non-english speakers is embedded within European Law, (e.g. European Convention for the Protection of Human Rights and Fundamental Freedoms 1950: the United Nations Convention of the Rights of the Child 1989; the Human Rights Act 1998, and also UK Law. There are several major pieces of UK legislation that place a legal obligation on statutory agencies, such as Walsall Council, to communicate, in an appropriate manner, in the course of their duties. However, the legal duty to communicate in languages other than English, and other formats, is often implied rather than explicit. A. The Race Relations Act 1976 Under the Race Relations Act, which legislates on the ways services are provided, it is unlawful to discriminate on racial grounds, either directly or indirectly. Racial grounds cover not only race, but also colour, nationality (including citizenship) and ethnic or national origin. The Act states in Section 20 that: 7

11 It is unlawful for anyone concerned with the provision of goods, facilities or services to the public or a section of the public, to discriminate by refusing or deliberately omitting to provide them or as regards their quality or the manner in which, or the terms on which, he or she provides them. Failure to provide language and communication support services, where there is a known need could be construed as indirect discrimination B. The Race Relations Amendment Act 2000 The Race Relations Amendment Act came into force on April 1 st, The Act strengthens the Race Relations Act 1976, and is the government s legislative response to the Macpherson Inquiry Recommendations of June The Act seeks to counteract the Institutional Racism highlighted by the inquiry. Underpinning the new Act, is the Government s belief that public authorities have a special responsibility as employers, policy makers and service providers to deliver and promote race equality. The Government expects local authorities to set the pace on race equality and lead by example. The Government believes that promoting race equality is the positive way oft tackling institutional racism. The Act strengthens and makes enforceable the general duty on public authorities both to promote racial equality, a new enforceable section 71, and to assess every function/service/policy against the Act. A specific duty of the Act is to set out arrangements for ensuring minority ethnic people have access to information and services a public authority provides. C. The Disability Discrimination Act 1995 Legislation requires Walsall, since October 1999, to make reasonable adjustments for disabled people, such as providing extra help, making all information accessible to people with disabilities, providing language and communication support provision, or making changes to the way the Council provides its services Other pieces of legislation and guidance, which affect disabled people are: a) The Disabled Person s (Services, Consultation and Representation) Act 1986, gives disabled people rights to assessment and information on services 8

12 b) The Chronically Sick and Disabled Person s Act 1970, requires Local Authorities to provide a range of services to meet the needs of disabled people Policy A. Walsall MBC Equal Opportunities Policy At local Walsall level, the Council s Equal Opportunities Policy that covers service provision, will be one of the most effective levers for ensuring language and communication support provision. Section 7 of the Policy states that : The Council is committed to ensuring use of language and formats that are understood by the community. B. The Stephen Lawrence Inquiry Report 1999 Sir William Macpherson s inquiry into Stephen Lawrence s murder, has had a critical impact on public policy, in relation to issues of discrimination and disadvantage in British society, in general, and public service agencies, in particular. The definition of institutional racism used in this report has become a benchmark for equalities work. It is: Institutional Racism consists of the collective failure of an organisation to provide an appropriate and professional service to people because of their colour, culture or ethnic origin. The Stephen Lawrence Inquiry also listed key corporate race equality performance indicators including Are appropriate translation and interpreting facilities provided to ensure that Black, Asian and other ethnic minority people can access services equally? Failure to provide language and communication support provision is one of the most obvious forms of institutionalised racism if it means that an organisation cannot deliver a proper service to all its clients. C. The Modernising Agenda The Government s vision for modernising the management and delivery of public services, into the next century, is described in the Modernising Government White Paper, published in March

13 The most significant aspect of the Modernising Agenda is the focus on reducing inequalities with reference to the specific needs of the local population The White Paper includes five main themes that are relevant to best value authorities: 1) ensuring that public services are responsive to the needs of citizens, not the convenience of service providers 2) ensuring that public services are efficient and of a high quality 3) ensuring that policy making is more joined-up and strategic, forward looking and not reactive to short-term pressures 4) using information technology to tailor services to the needs of users 5) valuing public service and tackling the under-representation of minority groups. Walsall Council s vision for 2008 is to be an excellent authority, serving a Borough, where all people our citizens and visitors are treated fairly, equally and with respect, and where cultural diversity is recognised as one of Walsall s key strengths. Under Best Value, failure to provide language and communication support provision means that Walsall Council cannot deliver effective high quality services to all its residents, and would not be able to be an excellent authority by 2008, where all people our citizens and visitors are treated fairly, equally and with respect, and where cultural diversity is recognised as one of Walsall s key strengths. D. Walsall Social Care and Supported Housing Strategic Objectives Providing accessible information to people also relates to statements in the strategic objectives for Social Care and Supported Housing. One of the current strategic objectives is to maximise life chances and enhance quality of life. Providing people with clear information, in the format that is most accessible to them, is clearly part of enhancing people s quality of life and ensuring Council services reflect the needs of people from different minority groups. 10

14 2.3 Previous Research Studies Introduction Interpretation, Translation and Human Aids to A considerable amount of research has already been conducted, internally within the Council, on Interpretation and Translation and Human Aids to Communication and Transcription issues Research by the Council Cross Directorate Communications Project Team to identify needs and map current arrangements The Project concerned the two areas of translation and interpretation of the spoken ethnic minority languages and human aided communication and translation services, meeting the needs of deaf and blind people. Walsall MBC recognised British Sign Language in March This followed consideration of a single British Sign Language (BSL) unit at Walsall Council for nearly 10 years. Work was done, including documented research by Deafworks, Interpreting Services for Deaf people in Walsall, 1998, to ascertain need, demand and options for a BSL/English service. A Council Cross Directorate Methods of Communication Working Group has been identifying needs, mapping current arrangements and recording relevant issues, in support of Walsall Social Care and Supported Housing s Improvement Plan. The Working Group comprised staff from Social Care and Supported Housing, the Council s Corporate Communications Team and Walsall Council s Access Officer. The research included a demographic study of Walsall s population, consultations with staff and service users on their views and needs, regarding a translation and interpretation service and regarding the provision of different formats for disabled people. A benchmarking exercise was also conducted with other social services departments in the West Midlands. The Project reflected the need to improve access to Council services by ensuring that alternative methods of communication are available to existing and potential Council service users. Enhancing methods of communication is seen as a vital element in delivering the Council s commitment to be a listening council, and, also, attaining Equality Level 3, for which the Council needs to communicate with individuals in their preferred format, without undue delay or additional charge. In pursuit of best quality provision, the Working Group decided the Service would need to adhere to national standards produced by: 1) The National Register of Public Service Interpreters 11

15 2) The Independent Registration Panel 3) The United Kingdom Association of Braille Producers 4) The Association of Lip Speakers 5) The Association of Sign Language Interpreters, and 6) The Council for the Advancement of Communication with Deaf People. The full extent of communication support needs includes making sure that quality translation and interpreting services for minority ethnic groups and quality human aids to communication and transcription services are available, such as BSL, lip speakers and speech to text, and ethnic minority languages. It also includes providing information in other formats, such as Braille, large print, audio tape, CD, video and symbols. The Present Situation A. Spoken minority ethnic community languages With regard to spoken minority ethnic languages, corporately, there is no guidance on the acquisition of community language support. In service areas, there are ad hoc arrangements with external providers, such as Walsall Communication and Translation Service (CATS), the Brasshouse Language Centre and Five Star Interpreting and Translations: a) Walsall CATS is a voluntary organisation, run by a full time coordinator and administrator, which, via a pool of part time interpreters, offers interpretation in 40 different languages. Where translation is concerned or the need to find interpreters in languages it does not offer itself, CATS acts as a broker and seeks to find appropriate support from other companies in the West Midlands. Where BSL is concerned, CATS uses Walsall Deaf People s Centre. b) Brasshouse Language Centre is the principal provider of interpretation, translation and human aids to communication and transcription services, to Birmingham City Council. The Brasshouse Centre employs 8 full time interpreter/translators, who cover Urdu, Bengali, Punjabi, Gujarati, Mandarin Chinese and Farsi. Brasshouse is seeking to employ full time Pushto, Dari and Farsi interpreter/translators. At the moment, they do not have a full time in house BSL interpreter, although they arrange BSL support for Birmingham City Council. Brasshouse also employs a full time producer/creator of alternative formats large print, audio formats, MP3, web media, Braille 1 and 2, Moon, information on floppy disc and CD and website consultancy. c) Five Star Interpreting and Translations, based in Birmingham, offers a full translation and interpreting service with a network of 12

16 250 interpreters covering over 50 languages, for clients such as Social Services Departments, Primary Trusts and Legal establishments. In addition to ad hoc arrangements with external providers, there are arrangements with employees and/or friends of the family. B. Human Aids to Communication and Translation for Deaf and Blind people The Social Care and Supported Housing Methods of Communication Project Report suggests there are large numbers of people in Walsall with hearing impairments. This is an area that needs to be addressed. Currently, in Walsall, BSL interpretation services are limited, and there is very little information produced in BSL. This issue will, no doubt, become a higher priority for the Council, now that it has recognised BSL as an official language. The Report also suggests that there are large numbers of older people who have become deaf or hearing impaired later in their lives. Many of these people are not familiar with BSL and will require other communication solutions or formats. The present situation includes extensive corporate guidelines and sources for people with disabilities or people who are working with people with disabilities, on the Council s intranet system, ad hoc arrangements with providing organisations, in the service areas, and unofficial arrangements with employees and/or friends and family. Social Care and Supported Housing employs 1 full time employed BSL/English Interpreter (currently seconded), and also use freelance interpreters, when necessary. Other council services buy in freelance interpreters or contract on a one off basis with organisations, on a mainly reactive needs only basis. The Cross Directorate Communications Project Team concluded that there was evidence within the Council of a minimum provision of access, in a form which does not sufficiently meet the needs of deaf people. Options For spoken ethnic minority languages, the Communications Project Team identified two separate but related needs: a) A resource to translate written material into other languages, and b) A resource to interpret information for individuals in order to help them access Council services. 13

17 Three service delivery options were identified which were felt to be workable, the issue being, what might be best for service users, the Council and the Council s partners: 1. In House provision of interpretation and translation and human aids to communication and transcription services The In House option would require an increase in staffing. It was felt, by members of the Cross Directorate Communications Project Team that bi lingual and bi cultural staff could provide a valuable service and provide an advantage in front line services, when an interpreter was not present. However, in many instances, bi lingual and bi cultural staff were not seen as a substitute for interpreters. Some of the drawbacks of using bi lingual and bi cultural staff were identified. Fluency in another language does not mean that a member of staff has been trained as an interpreter. There is the danger that the skills of bilingual staff may be taken for granted by monolingual staff and demand becomes excessive. Lack of monitoring of the nature and extent of use of their services may hide the real need for interpreters and could result in ethically based decisions, with extra skills being expected of bilingual staff. The issue was raised that if the skills of bilingual staff were to be used, there may be a requirement for this to be an agreed part of their job description, with clear boundary lines for what may be interpreted, recognition and remuneration where appropriate, as well as training, development and regular monitoring. This option would also require training for professional workers so they would be aware of the ethical aspects and of the need to be protected themselves from the consequences of not using appropriately trained or qualified interpreters. It was also suggested that users of some in house services and specialist providers were uneasy, even hostile about continuing or expanding an in-house option, and this alone would make it very difficult for service areas to manage. This system would not allow for monitoring the standard. 2. Contracting out to an external organisation The view of the group was that there are savings and benefits if a single source is used to provide a quality joined up service, instead of each service area being responsible for the provision and the payment of interpreters from a wide variety of sources. Given the variety of different communication needs, it was felt highly likely that multiple sources would be needed to provide the full range of services (BSL, 14

18 transcriptions services and the full range of spoken minority ethnic languages). It was felt that a quality joined up service, simply managed, easily monitored and easily used, would increase the use of the service and should also result in consistent standards and value for money 3. In house administration/booking with contracts to external organisation This approach would mean establishing a corporate resource, to manage administration and booking of translation and interpretation services. This function would also have responsibility for monitoring usage, standards and quality of service as well as ensuring the council as a whole adhered to the new policies. The Cross Directorate Communications Project Team recognised that the provision of quality translation and interpretation services is a complex issue and there are very different sets of knowledge and experience associated with translation and interpretation services for ethnic minority languages and for human aided communication. The Communications Project Team concluded that further work be undertaken to prepare the Council to develop the capacity to communicate clearly with individuals from the full range of Walsall s diverse communities in their preferred language, medium or format, and to prepare the production of clear policies, a framework and guidance Research by Walsall Social Care and Supported Housing Methods of Communication Working Group A. Social Care and Supported Housing, via its Methods of Communication Project sought the views of staff re Interpretation and Translation and Human Aids to Communication and Transcription Services. Fifty seven managers were consulted, twenty seven of whom responded and offered the following observations: Languages used by staff were Urdu, Gujarati, Bengali, Punjabi, Mirpuri, BSL and other user friendly formats for people with learning disabilities. Other essential requirements included accuracy, confidentiality, 24 hr availability and knowledge of Social Work issues, including assessment processes, mental health issues and fostering and adoption services. There are only a few agencies offering services and there is no assistance or guidance for arranging services. 15

19 A set of quality standards for the contracted agencies would be welcomed by staff. It is extremely important that ways are found to encourage staff to use translation and interpretation services, as people may be excluded who need help because we cannot communicate with them. Walsall MBC could be excluding current service users and carers from accessing further services and information. If a robust, easy to use translation service is developed, it will encourage staff to make use of it. We will then be able to promote these services more widely to service users and carers, thus providing them with a better service and fulfilling our duty to make our services accessible to all people Other comments 1. Staff said they would be more likely to use translation and interpretation services if they were easier to organise and quality was better 2. A gender specific service is also sometimes required by staff and any agency providing services would need to offer this. 3. Beyond translation and interpreting services, in some areas, cultural and religious advice for staff would also be helpful, including general queries for marketing and publicity purposes and specifically for one to one work with individuals or families. 4. There was clear agreement that it would be helpful for staff if there were a group of contracted agencies providing communication services and that these agencies should have to comply with specific quality standards. Conclusions Staff concluded that many people s communication needs, (staff and service users), were not being met as a direct result of not having a coordinated, corporate approach to the delivery of interpretation, translation and human aids to communication and transcription services. They felt communication needs were not being met because of a combination of the following: 1. Lack of translation and interpretation services 2. Lack of any quality standards for translation and interpretation agencies 3. Lack of awareness among service users about their right to request different formats 4. Lack of awareness by staff of where and how to access services 5. Lack of promotion to the public and service users that these formats and services are available 16

20 Staff felt that Borough wide issues needed to be dealt with at a corporate level. Based on the current consultations and other research, respondents felt that it was appropriate that a comprehensive translation service be developed locally by the Council. This service could be either: a) An in house Council based service, or b) A service provided by one or more contracted external services The Council should consider developing a range of translation and interpreting services, based on contracts with various local and external agencies. Interim contracts could be agreed on a temporary basis as a quick win. As there are several services growing and developing within Walsall, e.g., Walsall Communication and Translation Service, and Walsall Disability Centre, it would make sense for the department to invest in these local services and develop contracts with them that include specific standards regarding: a) Formats and languages required b) Quality of work c) Response times. Staff consulted also felt there should be: a) Clear procedures for staff to access these services b) A standard statement included in all public information stating what formats are available and how to access them c) A policy where master copies of information (printed translations, audio tapes, videos are produced in all of the agreed formats and then copied on request. Staff respondents recommended that Social Care and Housing Senior Management Board consider a range of options and recommend a preferred option to be taken. Options were to: a) Pursue further action within the department to develop a translation and interpreting service. b) Put the work of the Project to one side and let the corporate project lead the development of a translation and interpreting service c) Take the work done within the dept to the corporate team and propose a pilot to be carried out within social care and supported housing 17

21 B. Social Care and Supported Housing, via its Methods of Communication Project sought the views of service users, carers and the public re Interpretation and Translation and Human Aids to Communication and Transcription Services. Consultation with service users, carers and the public was done in two ways, namely, through focus groups and surveys. Various small focus groups and small group interviews were held with local voluntary groups. Various small focus groups were held with local voluntary agencies. Other groups were asked to complete surveys. Overall themes identified were: PREFERRED FORMATS AND LANGUAGES AND SOURCES OF INFORMATION People with visual impairments preferred large print and audio tape. This depended on the severity of their visual impairment and whether or not they had a facility to play audio tapes. It also depended on the type of information being communicated. If it was a leaflet, it was agreed it would be better on tape as people could replay the information several times to let it sink in. Respondents also suggested the adoption of a standard size of large print for all leaflets throughout Social Care and Supported Housing. People surveyed suggested a range of sizes. The Royal National Institute of the Blind (RNIB) suggests that people with visual impairments can read print anywhere from 16 to 22 point. They recommend that you always ask the person what size they prefer. Most respondents preferred these formats because it meant that hey could receive information first hand and not have to depend on others. People in this group gained information from Walsall Society for the Blind, the Walsall Society for the Blind Talking Newspaper, relatives, television, friends, the mobile library and the telephone. People with hearing impairments clearly preferred BSL, including via interpreters, on video tape and on CD. There was a strong emphasis on the use of interpreters as a preference. There were many comments about making sure that the interpreter was appropriately qualified to translate the issues being discussed. There were also issues of confidentiality. Some respondents did not want interpreters who worked for Social care and Supported Housing because they felt they may not be objective. It was also suggested that plain, simple English be used, as people who only speak BSL can sometimes have difficulty understanding written English. Most people consulted got their information from Walsall Deaf People s Centre and Walsall College. Many people also made use of the 18

22 interpreting service offered by the Social Care Deaf Services team at the Disability Centre. A suggestion was that videos of information in BSL could be kept at the Walsall Deaf People s Centre in a lending library. People with learning disabilities preferred large print and symbols. Many people surveyed preferred a combination of formats, such as audio tape and large print or audio tape and symbols. This group also preferred the use of plain English without jargon or complex information Most people in this group gained their information from Social Services Offices and other people (family and friends). They also felt that it would be helpful to have people from agencies come out to them in the community to talk about available help. Ethnic minority groups consulted preferred interpreters and face to face communication People from these groups got information from a range of places, such as GP surgeries, mosques, temples, various voluntary groups and community associations. Many people felt it would be helpful if social services and other agencies did road shows or outreach sessions in community settings. There needs to be better communication with service users and the public about the availability of these formats so they are aware of how and where they can ask for them. Key themes identified were: a) The need to have a range of formats that can potentially be produced, as well as general or summary documents, in several key formats, for people to access immediately. The consultations clearly demonstrated that there was clearly not one simple solution for each group. Types of preferred formats identified ranged from face to face communication, such as interpreting, to audio tapes and printed translations and/or a combination of these methods of communication. b) The need to establish better communication links with service users and the public about the availability of these formats, so that they are aware of how, where and when they can ask for them c) The need to be aware of the best ways to reach people and the best ways of getting information to them. 19

23 d) The need to make better use of the many voluntary and community groups in Walsall that serve many people throughout the Borough. Those groups often serve as a main or sole source of information. e) The need to build and strengthen links with other agencies, such as health and education to take advantage of their very considerable network of contacts, in order to share information about services, formats etc. Many people stated that they gained information from their GP surgery or local school. Similarly, it was suggested that better links should be built with various places of worship in Walsall, an especially important way to reach minority ethnic community groups. f) The need for immediate face to face communication via interpreters. For other formats, respondents were generally happy to wait for information, as long as it was in their preferred format, and as long as they were made aware that the formats were available. 20

24 3.0 Current and Past Usage of Interpretation and Translation and Human Aids to Communication and Transcriptions Services A. Walsall Council does not have a corporate approach to the provision of translation, interpretation and human aids to communication and transcriptions services. Those directorates that use or have used interpreters and translators adopt a number of different ad hoc arrangements, including Language Line, (Language Line provides a telephone interpreting service, where all transactions are completed over the telephone. The user has his or her own Identity Number and the service is chargeable. The service is available 24 hours, 365 days a year, in 150 languages and connects the client to a qualified interpreter in seconds. The service can be used any time of day, from any location, using any type of telephone. No special equipment is needed. An initial language barrier can be quickly and effectively removed), and local providers, such as Walsall Communication and Translation Service (CATS), Brasshouse Language Centre and Five Star, both of Birmingham, and in house staff. B. The lack of a corporate approach to the provision of translation, interpretation and human aids to communication and transcriptions services has meant that little information on the current and past usage of language and communications services is readily available. C. Existing Information has been collected, either via previous research conducted by Walsall Social Care and Supported Housing, or via direct contact with officers from the various directorates, either individually or in groups. D. A survey of 57 Managers, conducted as part of Walsall Social Care and Supported Housing Methods of Communication Project, revealed that most staff said they never or rarely used translation or interpretation services. E. Several Social Care and Supported Housing service managers use/have used Walsall CATS and Five Star, on the recommendation of the Council s Equality and Diversity Team. For community language support, service managers were advised contact translation and interpretation companies, such as Walsall Communication and Translation Service (CATS), Brasshouse Language Centre, Birmingham or Five Star, also of Birmingham. However, it was made clear that those agencies were not officially endorsed by the Council. Human aids to communication support was offered to service managers, via the intranet. 21

25 F. A Sign Language Interpreting Service (SLIS) forms part of the sensory support services team within the Younger Adults and Disability Services division of Walsall Social Care and Supported Housing Directorate. The SLIS consists of one sign language interpreter post that is managed by the operational manager. The administration support team provides the administrative support for the bookings and in finding freelance interpreters when the in-house interpreter is unavailable. The in-house interpreter is, currently, seconded to a Supporting People funded project and the post has not been filled. Freelance interpreters have been used instead. G. The Planning and Transportation Service of Walsall Council has evolved its own language support system. This system involves a contract with Language Line, supplemented by staff volunteers to act as interpreters, (paid 8 per contact), who signpost to Language Line and CATS, for BSL and community languages. There is also a Minicom. H. Walsall Library Service includes an Ethnic Services Team that, itself, promotes library services for Black and Asian communities throughout Walsall. The team includes a range of staff with language skills, including written translation that covers the main Asian languages spoken in Walsall Punjabi, Hindi, Gujarati, Bengali and Urdu. There is also a Walsall Asian Library User group that seeks to promote cultural awareness, and the use of libraries by Asian residents. 4.0 Consultation Findings 4.1 Introduction This section of the Report includes the findings of consultations with a range of individuals and groups, within Walsall Council, with diverse local and regional statutory and voluntary organisations and with some members of Walsall s minority ethnic communities. The consultations that form part of this study, aim to build on previous research work done on the need for a corporate approach to delivering interpreting, translation and human aids to communication and transcription services. Consultations were held in small group meetings/focus groups, via face to face interviews, or via . Views were sought on the current situation, the general need for a corporate service, what the communication needs are of minority ethnic groups, of people who are deaf and hard of hearing and of people who are visually impaired. Quality issues were also discussed. 22

26 For the purpose of this report, consultation findings are classified as either internal, regarding various individuals groups who are employees of the Council, or external, that include the comments and views of representatives of voluntary and statutory organisations and also comments and views from some local residents. 4.2 Internal Consultations - with Walsall Council Employees A. First Stop Shop Staff The First Stop Shop area in the Civic Centre provides a single point of contact for all council services. All face to face contact will, ultimately, be via the First Stop Shop. When the First Stop Shop becomes fully operational, all other reception points in the location close. Strategies for meeting the communication needs of minority ethnic communities and disabled people are of primary concern to First Stop Shop Staff, as they will be the first point of contact with the public. Consultations with First Stop Shop have taken place via a face to face meeting, and via several telephone messages and contacts with the Customer Contact Manager and the First Stop Shop Contact Centre Manager. Developing an appropriate communications strategy for the First Stop Shop is a key element in the delivery of Walsall Council s Corporate Communications Strategy. As a result of this fact, consultations with external organisations, included a question which sought to establish best practice for the First Stop Shop. Currently, staff deal with any customers whose first language is not English or who may have a hearing and/or visual impairment by: 1. Using the Language Line service. 2. Making available forms and information in a variety of languages, as well as in Braille and in large print. 3. Training a proportion of advisors in British Sign Language (BSL) 4. Including a mini loop system If further community language support is required, a short term contract is being entered into with ALS (Al Tai Linguistic Services), who will provide face to face interpretation. The Royal National Institute for the Deaf (RNID), the Royal National Institute for the Blind (RNIB) and local Walsall organisations supporting people with visual impairments and people who are deaf or hard of 23

27 hearing, made the following best practice recommendations for the delivery of an interpretation and translation and human aids to communication and transcriptions service from the First Stop Shop 1) It would be good to have someone at BSL 2, or at least someone with Level 1 who s training for BSL 2. It is important to have someone to say, How can I help?, and try to arrange an interview appointments etc. 2) It would, probably, be too expensive to have a full time or even a part time BSL interpreter present, given the likely demand not sufficient to justify half or full time posts. If an interpreter was required, the First Stop Shop staff member would contact whichever BSL interpreter providing agency, Walsall Council was using. 3) The use of videophone is an excellent alternative to a BSL interpreter, so are type talk, text phone or minicom. 4) For service users who are not BSL speakers, it s important for whoever receives the deaf or hard of hearing person to make sure to speak clearly and not too fast. 5) With regard to supporting visually impaired people, the First Stop Shop needs a range of formats, and needs appropriate equipment to provide appropriate formats, for example, the facility to record on tape, the facility to increase the size of font and a Word to Braille machine (RNIB recommendation). 6) There should also be available a complaints and compliments procedure that is accessible to blind and partially sighted people. 7) There also should be automated systems where people can ring in and get Council information by phone. 8) The RNIB offers specialist advice on preparing staff, developing systems, raising awareness, evaluation and feedback. 9) The Council s Website can be easily changed to produce accessible information for blind people, via synthetic speech and/or screen enlargement. In this way, forms could be filled in, Council sponsored consultations could be carried out on any subject. By providing , it would be possible to write to the Council, provide comment, compliments and complaints. 10) See it right is the RNIB National Guide for making information accessible. Options for the delivery of an interpretation and translation and human aids to communication and transcriptions service from the First Stop Shop Given the nature of First Stop Shop activity, providing customers with a first point of contact for all council service requests and information, the swift response strategy of language line, supported by ALS would seem to cover options. 24

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