The local JC+ keeps sending people who need to use interpreters to us to make the telephone applic for a crisis loan. Our interpreter budget is taking a beating and we've just stopped running in circles long enough to wonder why we are doing it. Surely if (nearly) everyone is expected to apply by phone then the JC+ should have interpreters available? Is there some guidance/regs that they're ignoring?

Anyone know the answer/regulations?

Thanks,
S

That is out of order as usual - which local office is it ....?

Suzy

See this thread

http://www.rightsnet.org.uk/dc/dcboard.php?az=show_topic&forum=112&topic_id=317&mesg_id=317&page=5

Hi Nevip,
thanks for that. What a lousy system.

Hi Mike,

It's South Shields...

As this is a policy issue, I would contact the JCP External relations manager below - there is an Email address...

External Relations Manager Paul Jorgensen
3rd Floor Cobalt House
Silverfox Way
Cobalt Business Park
Newcastle Upon Tyne
NE27 0QJ
TEL 0191 2038886
aul.Jorgensen@jobcentreplus.gsi.gov.uk">Paul.Jorgensen@jobcentreplus.gsi.gov.uk

JCP do have a Interpretation policy in place - my copy is dated October 06 but it shouldn't have changed that much. It runs to 5 pages and I'll send you a copy if you wish - but the extract below will interest you - note the last bullet point ....!

"Good practice

General use of interpreters.
• Do not, in any circumstances, send a customer away to find an interpreter.
• Do allow customers to provide their own interpreter if they wish, for example, family members over the age of sixteen, friends and support workers – except for fraud interviews – see above.
• Do not reimburse friends and relatives for interpreting, but travelling expenses may be paid.
• Do, where there is an immediate need, and a face-to-face interpreter is not available, use the telephone interpreting service provided by thebigword.
http://intralink/corp/people/dwpcl/thebigword/index.asp
• Do, where it is difficult to identify the customer’s language, use services of thebigword operators, who can help do this.
• Do use face-to-face interpreters for in-depth advisory interviews where this is possible; telephone interpreting is best used for shorter fact-finding interviews.
• Do, when in doubt, obtain an interpreter. The customer may be capable of receiving basic information in English, for example, ‘this is the form you need’, but may not be capable of asking questions like, ‘I have another problem, can you deal with that as well?’ or, ‘where can I get help in completing the form?’
• Do display the policy on interpreting in public areas, so that customers know what they are entitled to expect. A simple policy statement can be translated into languages commonly used locally. The suggested wording is:

'When you contact us, we will speak to you in English. Tell us if you wish to speak to us in another language. We will arrange for an interpreter to be provided’."

Thanks very much for that info. It has given me a few bones to chew!!

I'd also contact the Independent Review Service, they can be be very helpful on issues of SF access and admin.