- Clearly tell the interpreter your name and purpose of your call.
- Speak a little slower than usual.
- Provide information in short bursts so the interpreter can accurately interpret the information.
- Consider the interpreter as a go-between who will assist you to effectively communicate with your caller in their own language and with awareness of their culture.
- Allow the interpreter time to introduce themselves to your caller and provide the required call recording notification.
- Let the interpreter know what information you must tell or receive from your caller.
- Remember that your conversation is with your service user rather than the interpreter, so when addressing the service user you should use the first person.
For example, if you wanted to know your service user’s name you would ask them directly ‘What is your name?’ and then allow the interpreter to relay that question to the service user in their native language and deliver their response back to you in English. - Be prepared to hear some interpreters speak English with an accent, as many are native speakers of their language.
- Feel free to ask the interpreter to repeat what they have said.
- Be aware of the language and cultural differences between you and your caller.
- Allow the interpreter time to think about what they are saying.
- Our interpreters are freelance and may have other commitments outside of Clear Voice. Our average call time is less than 30 minutes. If you are aware that a call may be significantly longer, for example filling out lengthy forms, please inform the interpreter at the start of the call and arrange an alternative interpreter if they are unable to fulfil your request. You could also consider pre-booking your call to ensure the interpreter will be available for the full time required.
- Interpreter wellbeing is a high priority for Clear Voice – please treat your interpreter with respect and acknowledge the interpreter if they notify you that your client is being abusive. Interpreters may end a call if they are receiving abuse from any party and should inform you as to the reason why. If you feel the interpreter has been involved in a difficult call – for example a safeguarding call – we would be grateful if you could let Clear Voice know so we can reach out to the interpreter. Please email: clearvoicequalityteam@clearvoice.org.uk
- Please be patient with the interpreter and remember that telephone interpretation is a three-way conversation.
- Our interpreters are advised to raise safeguarding issues during calls if they suspect there is a safeguarding concern. Please acknowledge the interpreter if they raise a safeguarding concern about your client during the call and act on this notification in line with your safeguarding policy
Top Tips for Working with an Interpreter
Updated on March 6, 2025
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