If you need to arrange for a colleague to visit a customer on home and an interpreter or British Sign Language interpreter is needed, you need to contact the Wales Interpretation & Translation Service (WITS). on 02920 537555 or email WITS@cardiff.gov.uk. To allow WITS select the most appropriate interpreter, they will need:
- Your name.
- Your contact number and customer’s number (if customer is on the phone).
- Customer’s name – this information is passed on to the interpreter.
- Language – ensuring the correct interpreter.
- Preferences – this can be anything from a preferred interpreter to maintaining continuity; not to use a specific interpreter to avoid conflict of interest; male/female; etc. WITS will always try to meet these preferences, however, should they be unable to accommodate this, you will be contacted to discuss reallocation of a different interpreter or to rearrange around the preference.
- Time and date the interpreter is needed.
- Nature of appointment – this information is provided to the interpreter should they wish to research any terminology prior to the appointment.
- Duration of appointment – this allows the interpreter to book adequate time in their diary to make sure they are not rushing through their appointments or leaving early to reach their next appointment.
- Location and postcode – are required to ensure the interpreter does not arrive to the wrong location.
After the booking
After the booking, you will receive a confirmation e-mail which will include the interpreter’s name. If any details are incorrect, it allows time for these to be rectified before a charge is applied. Once the appointment has taken place a receipt is sent to you with a breakdown of the charge. If the details on these e-mails are incorrect and WITS are not notified a charge will still apply.
At the appointment
The interpreter should have a WITS ID Card which you can check.
Some tips for the meeting when an interpreter is present
The process can be distracting. The best advice is to talk directly to the customer and the interpreter will continue as normal (speaking directly to the customer will help comfort them and keep the flow of conversation). If the interpreter is having difficulties keeping up or is not sure of some terminology or needs further advice they will ask.
At the end of the appointment – the interpreter will have a timesheet to sign. If any amendments need to be made to the finish time, the interpreter will talk to you.