Introduction

Our interpretation services can help to remove communication barriers for a range of people, including those who are:

• unable to speak English - you can request telephone or video interpreting and various types of in-person interpreting services
• blind or have a visual impairment - you can request a British sign language or deaf-blind interpreter
• d/Deaf or have hearing difficulties - you can request a British sign language interpreter or lip-speaker.

This guidance will help you to identify the language someone speaks (if required), select the most suitable service(s) for your customer’s needs, and follow the correct process for requesting interpretation services.

Identify the language someone speaks

Before you can request an interpretation service, you’ll need to know your customer's preferred spoken language. We’ve put together some tips to help you:

• Do not rely on their country of birth or ethnicity
  Many countries have multiple languages and dialects, so you can not assume they speak the native language. Also if someone is an asylum seeker they may not have spent much time in their country of birth.

• Check the person’s preferred language or dialect
  Some languages have different dialects or varieties. For example, Mandarin verses Cantonese, Farsi verses Dari.

• Check their records
  If the customer has been in contact with us before, they may have needed to use the translation or interpretation service.

• Show them the language identification chart
  AA Global have produced a chart with different languages and country flags. Ask the customer to pick out their language.

Before you start

Follow these steps to access interpretation services.