Review of Sign Language Interpretation Services and Service ...
Review of Sign Language Interpretation Services and Service ...
Review of Sign Language Interpretation Services and Service ...
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4.6.2 The quality <strong>of</strong> the booking serviceThe administration <strong>of</strong> the central booking system in Irish <strong>Sign</strong> Link is the criticallink between the Deaf person, the interpreter, <strong>and</strong> the service providers who bookinterpreters. The effectiveness <strong>of</strong> this link <strong>and</strong> the reliability <strong>of</strong> 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 <strong>of</strong> booking the service, in particular the need foronline <strong>and</strong> videophone booking.Deaf people would like to have clear information about the skills <strong>and</strong> experience<strong>of</strong> individual interpreters at the point <strong>of</strong> booking, in order to be sure about thematch between those skills <strong>and</strong> the assignment. Choice <strong>of</strong> interpreter should befacilitated, as is the case in a number <strong>of</strong> other countries described by contributors,where the online booking process gives details <strong>and</strong> photographs <strong>of</strong> interpreters.Notice <strong>of</strong> any change <strong>of</strong> interpreter should be given at least 24 hours ahead <strong>of</strong> anassignment; greater flexibility <strong>of</strong> booking, <strong>and</strong> facility for shorter notice periodswould be welcomed by public sector agencies.There was satisfaction about the fact that booking by text <strong>and</strong> email is availablenow. The personal nature <strong>of</strong> the Irish <strong>Sign</strong> Link booking process, <strong>and</strong> the fact thatthere is some scope for choosing the interpreter were noted. However, significantconcerns <strong>and</strong> dissatisfaction were expressed by a large number <strong>of</strong> contributorsabout the effectiveness <strong>and</strong> reliability <strong>of</strong> the booking process. Concerns mainlyrelated to speed <strong>of</strong> response, cancellations at short notice, general efficiency <strong>of</strong>the process, information about replacements, <strong>and</strong> the problems for peopleneeding to book at short notice. People understood some <strong>of</strong> the underlyingstructural factors that impact on the booking process at Irish <strong>Sign</strong> Link, such asstaffing <strong>and</strong> funding levels <strong>and</strong> the implications for orderly delivery <strong>of</strong> service <strong>of</strong>an entirely freelance workforce. However, they were clear that strengthening <strong>of</strong>the quality <strong>of</strong> the booking process is a priority.4.6.3 Supporting quality interpretingSupport for the quality <strong>of</strong> interpreting is linked to training, accreditation, fundingarrangements <strong>and</strong> other structural changes <strong>and</strong> developments. However, peopleidentified ways in which the quality <strong>of</strong> interpreting could be supported in theshort term.Effective complaints procedures for Deaf users <strong>and</strong> public sector users shouldbe an integral part <strong>of</strong> a quality customer service. One view was that such acomplaints procedure should be independent <strong>and</strong> neutral. The complaintsprocedure should be linked to the code <strong>of</strong> ethics for interpreters. Users <strong>of</strong> theservice should have the facility to provide feedback <strong>and</strong> evaluation <strong>of</strong> the quality<strong>of</strong> service. Interpreters also need to be able to give feedback on their experience<strong>of</strong> the working situations that are difficult <strong>and</strong> less than conducive to giving agood service.Public service providers highlighted the importance <strong>of</strong> a high level <strong>of</strong> clarity aboutroles <strong>and</strong> relationships. They believe it is important to be clear as to who is the<strong>Review</strong> <strong>of</strong> <strong>Sign</strong> <strong>Language</strong> <strong>Interpretation</strong> <strong><strong>Service</strong>s</strong> <strong>and</strong> <strong>Service</strong> Requirements in Irel<strong>and</strong> • page 71