The interpreter is not a Clear Voice employee or worker and is a self-employed consultant, however they are expected to maintain standards at least equivalent to those outlined below. They are also entitled to be treated with respect and dignity whilst conducting their services and to treat others the same way.
If the session is via telephone
- The interpreter will introduce themselves to the customer in English by giving their (first) name, PIN, and the language such as:
- “Good morning/afternoon/evening, my name is x, my PIN number is x, I am your interpreter for (language).”
- The interpreter will also introduce themselves to the service user, as per Clear Voice’s pre-agreed greeting message, in the language in use:
- “Good morning/afternoon/evening, my name is x, my PIN number is x, I am your interpreter for (language). Please note this call might be recorded for training and quality, is this ok?”
Please note this message is contained within the Code of Conduct and the interpreter will be unaware of your call recording preferences.
For all sessions (Telephone, Video, Face to Face)
- The interpreter will inform the customer if there is any objection from the service user to the call being recorded.
- The interpreter will ensure that they introduce the customer by name and
- organisation if this is requested and provide any additional information requested by the customer
- The interpreter will interpret consecutively, accurately, and completely, without adding, omitting, or substituting. A summary can only be given with the consent of both parties.
- The interpreter must confirm that they are interpreting the correct language and/or dialect. Any differences in language or dialect being interpreted must be raised with the customer at the earliest opportunity.
- The interpreter is aware that people who require interpreting services may already speak English. Everyone has the right to request an interpreter regardless of their proficiency. The customer will advise on how the call should proceed.
- The interpreter will interpret in the first person. For example, instead of saying “the service user says his boiler is broken” they will say “my boiler is broken”.
- The interpreter must strive to ensure that complete and effective communication takes place to the highest standard.
- The interpreter must retain every element of information that was contained in the original message and interpret as close to verbatim as the languages allow.
- The interpreter must bring the attention of all parties to any difficulties with dialects or technical terms that arise. If these cannot be remedied, the interpreter should withdraw from the session.
- The interpreter maintains transparency. For example, when asking for clarification, an interpreter says to all parties, “I, the interpreter, did not understand, so I am going to ask for an explanation”. The interpreter must notify the customer if they identify an error in interpreting has been made to resolve any misunderstandings or miscommunications at the earliest opportunity.
- The interpreter will not share any of their own personal information with the service user. For example, if the service user asks, “May I have your number?” or asks for any personal information this should be interpreted to the customer who will respond to the question.
- The interpreter will not enter into a discussion, give advice, or express opinions to any of the parties.
- The interpreter must only provide language services for languages which are registered to them by Clear Voice.
- The interpreter must speak slowly and clearly.
- The interpreter must not question the content of the session.
- The interpreter shall not exceed their duty as a freelance linguist or use their role to take advantage in any way.
- The interpreter will use professional, culturally appropriate ways of showing respect.
- The interpreter will alert all parties to any significant cultural misunderstandings that arise.
- The interpreter is honest, ethical, and acts in a manner befitting the dignity of the profession and appropriate to the setting, handling the conversation with sensitivity.
- The interpreter will not act in a harmful manner or express their personal views in relation to religion, race, nationality, creed, gender, or sexual orientation.
- The interpreter must respect the ethics and work practices of other professions.
- The interpreter will disclose any potential conflict of interest or any factor that may make it inappropriate for them to accept a session.
- The interpreter must not be acquainted with or related to the service user. If after an interpreter has accepted a session, they become aware of a conflict of interest, then they must immediately inform the customer and Clear Voice.