At Ariel Online Services, we are committed to providing high-quality translation services to our clients, ensuring they can effectively communicate with the Department for Work and Pensions (DWP). Recently, we encountered several inconsistencies in the information provided by DWP advisers regarding the use of independent interpreters. This case study highlights our journey to seek clarity and support for our clients’ rights.
Background
Our clients, many of whom are non-native English speakers, prefer using our trusted translation services when communicating with the DWP. Despite the rights outlined under the Equality Act 2010, the Human Rights Act 1998, the Public Sector Equality Duty (PSED), and the DWP Interpreting and Translation Options Guidelines, we faced conflicting information from DWP advisers on several critical points.
Key Issues Identified
DWP Requirement to Use Own Interpreters
Our clients were informed that they must use interpreters provided by the DWP. This information contradicts the DWP’s own guidelines, which clearly state that clients have the right to use their own interpreters. This right is essential for clients who may not trust or feel comfortable with the interpreters provided by the DWP. Ensuring clients can choose their own interpreters is crucial for maintaining trust and effective communication.
Restrictions on Interpreter Translation of Answers
DWP advisers have stated that independent interpreters are not allowed to translate the clients’ answers. This restriction severely limits the clients’ ability to communicate effectively, as it prevents them from responding fully to questions posed by the DWP. The primary role of an interpreter is to facilitate clear and accurate communication, and this restriction directly contravenes that purpose. It is vital for clients to be able to express themselves fully and accurately, especially when dealing with sensitive and important matters.
Interpreter Presence in the Same Room
Clients were told that interpreters must be physically present in the same room during communications. This requirement is impractical, especially given modern communication technologies such as video conferencing and telephone interpreting, which are widely accepted and used. Insisting on physical presence not only breaches clients’ rights but also disregards current communication practices that offer flexibility and accessibility.
Prohibition of Charging for Interpreter Services
Clients were advised that independent interpreters could not charge for their services. This guidance undermines the professional and high-quality translation services provided by our organisation. Clients should have the freedom to choose and pay for services that meet their specific needs and ensure accurate communication. Professional interpreters provide a vital service, and their ability to charge for these services is essential for maintaining quality and trust.
Our Response
To address these issues, we formally contacted the DWP Data Protection Team, seeking comprehensive guidance. We emphasised the need for clarity and consistency in the application of policies to ensure our clients’ rights were upheld. Our request highlighted the inconsistencies and sought clear answers to each of the issues raised.
DWP’s Response
The DWP Central Freedom of Information Team responded, confirming that while they hold the relevant information, they could not provide specific responses to our queries due to the limitations of the Freedom of Information Act. They did, however, provide an excerpt from their guidance:
- DWP Policy on Using Interpreters: The DWP must make suitable provisions for claimants who cannot communicate adequately in English, have complex needs, or cannot provide their own interpreter.
- Use of Independent Interpreters: Clients can use their own interpreters if applicable. However, if there is any doubt about the interpreter’s capability, the DWP’s contracted provision should be used.
- Payment Restrictions: Friends and relatives cannot be paid for interpreting services.
The full DWP response:
Conclusion
This case study underscores the importance of clear and consistent communication from government agencies. At Ariel Online Services, we remain dedicated to advocating for our clients’ rights and providing reliable translation services. We will continue to seek clarity and ensure that our clients can communicate effectively and confidently with the DWP.
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Contact Us:
Ariel Mikulski
Email: [email protected]
Address: Office Euphoria, 47a Carters Green, West Bromwich, England, B70 9QP