Review of Sign Language Interpretation Services and Service ...

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4.6 THEME 4:THE QUALITY OF SLI AND OF THE BOOKING SERVICE ISHUGELY IMPORTANT TO DEAF PEOPLE AND TO PUBLICSERVICE PROVIDERSThere were clear views among stakeholders about what constitutes a quality signlanguage interpretation service. The quality of interpreting, and the interpersonalinteraction with the interpreter are essential elements of quality; effectiveadministration, particularly of the booking process, is also hugely important for allthe stakeholders in the process. Experience has been varied and the scope forimproved practices and policies is seen as significant. A range of supports isneeded to underpin and ensure a quality service.4.6.1 The quality of interpreting and the relationship with the Deafservice userThe skill of the interpreter ranks as one of the most essential elements of quality;interpreters need a clear comprehension of Irish Sign Language, a high level offluency in producing the language, and voiceover that matches the individual Deafperson and accurately communicates the nature and content of the interchange.The skills of the interpreter should be a strong match for the complexity level ofthe task. Where new terms or words arise, interpreters should not make upwords, and if this proves necessary, the Deaf person should be advised about this.Confidentiality, objectivity, and detachment are essential elements in aprofessional, ethically sound service; public service providers also highlighted thesensitivity of interpreting situations, and the importance for them of being satisfiedabout the professionalism of the interpreter. Punctuality and flexibility were alsonamed as essential marks of provision of a quality service by the individualinterpreter.There was a strong understanding among Deaf people, interpreters themselvesand others that the 'power' dynamic in the relationship is a delicate and sensitiveone, given the dependence of the Deaf person on the interpreter and the widercultural context of Deaf/hearing person relationships. For Deaf people, thedynamics of this relationship are crucial; people need to feel that the interpreterrespects them. The Deaf person must be able to have a high level of trust andconfidence in the interpreter and ease in the relationship.Because of the importance of the relationship, and the need to match the task withthe skill of the interpreter, Deaf people in particular saw choice of interpreter asimportant. However, administrators and interpreters see some administrativedifficulty in guaranteeing choice, given the supply problems.Contributors spoke about a growing level of trust and confidence in interpreters, afactor attributed in part to the advent of professional training for interpreting.They were generally positive about the experience of working with individualinterpreters. However, there was also dissatisfaction about the varying levels ofskill, mismatches that can arise between the skill requirement of an assignmentand the skill of an interpreter, and incidences of poor attitude and poorperformance.page 70 • Review of Sign Language Interpretation Services and Service Requirements in Ireland
4.6.2 The quality of the booking serviceThe administration of the central booking system in Irish Sign Link is the criticallink between the Deaf person, the interpreter, and the service providers who bookinterpreters. The effectiveness of this link and the reliability of the bookingprocess are crucial to service quality. All stakeholders were very clear about theirexpectations that a good booking system is essential. They identified the need todevelop several flexible ways of booking the service, in particular the need foronline and videophone booking.Deaf people would like to have clear information about the skills and experienceof individual interpreters at the point of booking, in order to be sure about thematch between those skills and the assignment. Choice of interpreter should befacilitated, as is the case in a number of other countries described by contributors,where the online booking process gives details and photographs of interpreters.Notice of any change of interpreter should be given at least 24 hours ahead of anassignment; greater flexibility of booking, and facility for shorter notice periodswould be welcomed by public sector agencies.There was satisfaction about the fact that booking by text and email is availablenow. The personal nature of the Irish Sign Link booking process, and the fact thatthere is some scope for choosing the interpreter were noted. However, significantconcerns and dissatisfaction were expressed by a large number of contributorsabout the effectiveness and reliability of the booking process. Concerns mainlyrelated to speed of response, cancellations at short notice, general efficiency ofthe process, information about replacements, and the problems for peopleneeding to book at short notice. People understood some of the underlyingstructural factors that impact on the booking process at Irish Sign Link, such asstaffing and funding levels and the implications for orderly delivery of service ofan entirely freelance workforce. However, they were clear that strengthening ofthe quality of the booking process is a priority.4.6.3 Supporting quality interpretingSupport for the quality of interpreting is linked to training, accreditation, fundingarrangements and other structural changes and developments. However, peopleidentified ways in which the quality of interpreting could be supported in theshort term.Effective complaints procedures for Deaf users and public sector users shouldbe an integral part of a quality customer service. One view was that such acomplaints procedure should be independent and neutral. The complaintsprocedure should be linked to the code of ethics for interpreters. Users of theservice should have the facility to provide feedback and evaluation of the qualityof service. Interpreters also need to be able to give feedback on their experienceof the working situations that are difficult and less than conducive to giving agood service.Public service providers highlighted the importance of a high level of clarity aboutroles and relationships. They believe it is important to be clear as to who is theReview of Sign Language Interpretation Services and Service Requirements in Ireland • page 71
Page 1:
RESEARCH SERIESSEPTEMBER 2006Review
Page 4:
4.8 Theme 6: Accreditation and a fo
Page 7:
PrefaceAs proposed in the Outline S
Page 10 and 11:
Key players involved in SLI service
Page 12 and 13:
Interpreter staffing and skillsIt i
Page 14 and 15:
INTERNATIONAL BEST PRACTICEThe rese
Page 16 and 17:
appears to be growing in popularity
Page 18 and 19:
• Personalised service - A person
Page 20 and 21: • The establishment of a new enti
Page 22 and 23: • Further development of the Iris
Page 24 and 25: • Estimated cost in year 1 is €
Page 26 and 27: 1.3 REVIEW OBJECTIVES and SCOPE1.3.
Page 28 and 29: 2 Review Methodology2.1 APPROACHFig
Page 30 and 31: Interviews and discussions• Inter
Page 32 and 33: 3 Overview of CurrentSign LanguageI
Page 34 and 35: Table 3.1. Persons aged 15 to 64, w
Page 36 and 37: 3.2 POLICY AND LEGISLATION3.2.1 Int
Page 38 and 39: Sustaining Progress, Social Partner
Page 40 and 41: According to the Education Act 1998
Page 42 and 43: 3.4 KEY PLAYERS INVOLVED IN SLI SER
Page 44 and 45: upholding the status of Irish Sign
Page 46 and 47: 3. A Deaf user or service provider
Page 48 and 49: 3.5.3 Main reasons for accessing se
Page 50 and 51: InternetThe internet and email have
Page 52 and 53: As shown in the table above, there
Page 54 and 55: Figure 3.10. Total number of interp
Page 56 and 57: The first cohort of students on the
Page 58 and 59: Looking at the summary financial an
Page 60 and 61: 3.7.2 Overall client spend on sign
Page 62 and 63: The public sector service providers
Page 64 and 65: 4.3 THEME 1:THE NEED FOR SIGN LANGU
Page 66 and 67: subject for both Deaf and hearing s
Page 68 and 69: 4.5 THEME 3:ACCESS TO SLI SERVICES
Page 72 and 73: primary client of the interpreter.
Page 74 and 75: 4.8.1 The impact of the absence of
Page 76 and 77: 4.9.3 What is neededFunding is need
Page 78 and 79: 4.10.3 A quality service on the gro
Page 80 and 81: Table 5.1. Key statistics on SLI se
Page 82 and 83: The research has considered mainstr
Page 84 and 85: Summary• Other than where the par
Page 86 and 87: 5.2.1 Linguistic approachIn all of
Page 88 and 89: Interpreting services are also prov
Page 90 and 91: 5.3.1 Population distributionMost o
Page 92 and 93: 5.3.3 Responsibility for booking in
Page 94 and 95: 5.3.4 Sign language interpretersSal
Page 96 and 97: The use of videophones and webcams
Page 98 and 99: • It provides a flexible solution
Page 100 and 101: 5.5 QUALITY OF SLI SERVICES DEFINED
Page 102 and 103: 5.5.2 Interpreter training courses
Page 104 and 105: Pressure for the registration and r
Page 106 and 107: Proposal (which has been agreed wit
Page 108 and 109: • In most of the countries includ
Page 110 and 111: Table 5.6. Overview of key strength
Page 112 and 113: 6 Summary ofKey Findings6.1 INTRODU
Page 114 and 115: 6.3 KEY AREAS FOR IMPROVEMENT IN TH
Page 116 and 117: 7 Recommended FutureModel for Deliv
Page 118 and 119: 7.2 RECOMMENDED FUTURE SLI SERVICE
Page 120 and 121:
Table 7.2. Key areas for improvemen
Page 122 and 123:
7.3.2 Comhairle - oversight of SLI
Page 124 and 125:
There are substantial risks associa
Page 126 and 127:
Requirements:• Excellent project
Page 128 and 129:
7.3.9 ComplaintsThe Irish Sign Lang
Page 130 and 131:
number of Deaf clubs. The videophon
Page 132 and 133:
7.6 OTHER RECOMMENDATIONS TO SUPPOR
Page 134 and 135:
Accreditation should be linked to t
Page 136 and 137:
videophone technology, piloted in t
Page 138 and 139:
It is assumed that the rollout of t
Page 140 and 141:
Appendix 1: Bibliographyand Referen
Page 142 and 143:
www.bris.ac.uk/deaf - Bristol Centr
Page 144 and 145:
SASLISLAISLISLIANZSMSTCDVCOThe Scot
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