Migrant integration: research on foreign language interpretation services - Section 5: conclusions and recommendations

This Conclusions section reflects how the cross corelated findings from all cohorts respond to this studies research themes.

Interpreter/forced migrant fit

Just about all of the respondents, in 1 form or another, commented on the ‘all too often’ lack of fit between the interpreter and the forced migrant. They suggested that the decisions regarding the pairing of the forced migrant with an interpreter should include:

• dialect issues
• socio-cultural background
• civil conflict background

The forced migrant participants indicate that this would make them feel more “at home” and will allow them to offer more background information, since they are confident that their interpreter will be able to understand the context.

Comment from a forced migrant:

I was offered an Egyptian translator for my Home Office Interview. I’m from Saudi Arabia, we have very different accents. My sister is married to an Egyptian, which is why I could understand his version of dialect, I was lucky in that respect. To be honest with you, I’m happy I was given a translator, I could not have gone through the interview without one.

Comment from an informal interpreter:

Time and time again I hear examples of interpreters turning up to see a client when they should be aware that there may be dialect issues. This is a real ethical issue because I am sure that they must know that may well be an issue of dialect, but they choose not to recused themselves because they are getting paid.

Almost all of the respondents wanted this Interpreter/forced migrant fit to include one or all of the following criteria:

• gender
• dialect
• religion/movement
• LGBTQ+ status

This was supported by all the openly gay and lesbian respondent forced migrants, as well as all cisgender women who have undergone physical and emotional trauma in their countries of origin and have difficulties sharing their traumatic experiences, out of fear of discrimination.

Comments from forced migrants:

My translator was a man. On the one hand, I was happy that I did not have to worry about any miscommunication in Arabic, but on the other hand, I know that there is a lot of homophobia in Egypt this is why I left. I know all the negative stereotypes that Egyptian men have for lesbians and feminists, for people like myself. I was extremely worried that my interpreter will jeopardise my case by mistranslating on purpose!

I was applying for asylum on the grounds of religious persecution. I was a Christian living in a Muslim State and I was being persecuted by the local Muslim villagers. My interpreter was Muslim and did not believe that Muslims would persecute a Christian and so refused to translate. My solicitor explained to the Home Office person what was going on and was asked to take over the interpreting task.

Face to face rather than phone

66% of forced migrants wanted face-to-face contact rather than over the phone/online so that the interpreter and forced migrant can build rapport and get to know each other and specific issues prior to any formal foreign language interpretation.

Example:

For the Home Office interview, I would have preferred it if the interpretation was face-to-face and not over the phone. Because you understand a lot from body language and demeanour. I’m a human, not just an asylum case.

Mirroring the forced migrant’s preference, face-to-face was also preferred by the informal interpreters, however, the formal interpreters saw no real problems with phone-based foreign language interpretation. The support and commissioning bodies recognised the benefits of face-to-face, but were in reality just driven to secure some form of service.

Welsh Government to create universal interpreter system

All of the support organisations, plus half of informal interpreters, suggested Welsh Government should create a streamlined universal translation service that takes into consideration the needs of both the third sector as well as the service users.

Examples:

A streamlined translation service run by the Welsh Government would be ideal. A service specifically for forced migrants and the third sector.

Let’s remove the profit motive.

Public Sector to provide dedicated translation budgets

All forced migrant support organisations who received financial support from the public sector believed that translation costs are not properly accounted for within the grant systems. They wanted a translation budget as a prerequisite for all forced migrant-funded projects.

Example:

We need financial support from the Welsh Government regarding translation. If each project had an allocated translation budget, we would be able to deliver our services in a timely manner and that would build trust with our service users.

Welsh Government to create sensitivity guidelines/code of practice

This suggestion was supported by all the migrant support bodies. All the informal interpreters were seeking support but did not formulate it in these terms. It was felt by the support bodies that while the privately run translation services all had codes of practice, it was not always clear that they were being followed.

Example from migrant support body:

I would say we need strict guidelines around cultural sensitivity for the translation providers.

In addition to all forced migrant support bodies, this view was also backed by almost all forced migrants when it was put to them (none suggested it) as an option. When declaring their support, just over 60% recanted what had happened to them, and/or witnessed for others.

The need for pan organisation community support hubs to support both forced migrants, support bodies and informal interpreters

The creation of some sort of support hubs was suggested by 57% of the informal interpreters and two of the community support organisations.

Distilling the responses:

• Creating geographical community hubs that encompass, but are independent of the support bodies in their location, could help:
  • develop wider and richer peer support systems
  • create a valuable information exchange
  • facilitate a greater understanding of the wider informal interpreter services
  • provide free foreign language interpretation services (formal and informal) to all forced migrants in community hubs and also through the Third Sector organisations
  • provide support for community interpreters

And while there is a very strong case for something similar to what is outlined above, it could be seen as beyond the scope of this study, so it is not being recommended as part of this research, although researchers feel it should be explored by Welsh Government.

Promote and facilitate individual rights to foreign language interpretation

Public bodies must ensure that everyone including forced migrants, regardless of their language and communication needs, can equally access their services.  Relevant duties are set out in the Equality Act 2010, the Social Services and Well-being Act (Wales) 2014 and the Well-being of Future Generations (Wales) Act 2015.  Without the knowledge of when, how and where to access services there is the potential for vulnerable people to experience poorer services and outcomes. This also leaves public services at risk of legal consequences for non-compliance of their legal duties.

Public services in Wales should undertake a comprehensive awareness raising campaign, to inform the public of their rights to receive information in their chosen language.

Public service bodies (and other relevant partners) in Wales should effectively inform all staff members of their duties with regards to offering foreign language interpretation services.

How:

Linking in with public sector equality officers, Welsh Government should undertake a rights-based awareness raising exercise regarding the statutory requirements of foreign language interpretation provision. Working with strategic partners, public service bodies in Wales should also be encouraged to undertake a comprehensive awareness raising campaign within their organisations and amongst the communities they serve. This exercise should also include targeted engagement with the forced migrant communities.

Encourage better interpreter / forced migrants / sign language user compatibility

Compatibility between the client and the interpreter can be key to an effective service, and to achieve this, robust processes must be put in place:

Gathering data

The public sector commissioning bodies and the forced migrant support organisations must collect (and use) all data that can assist in achieving the best possible client/interpreter compatibility. This should include:

• language, dialect, and country of origin
• gender
• LGBTQ+ status
• disability access issues, including BSL, Arabic Sign Language etc.
• mental health support needs
• the forced migrants’ preferences regarding the interpreter. This is important as over time, trusted relationships can develop

The above information should be gathered at the earliest opportunity, as almost all forced migrants stated that most of the problems they experienced, took place in the first few times they used an interpreter.  

Create robust and shared booking processes

• The staff making the booking must be made aware of the need to use the above gathered data.
• This gathered information must be used each and every time an interpreter is booked. This will require a shared understanding between the people who book the interpreter and the interpreter/agencies regarding what data needs to be used when booking an interpreter. 
• As part of the booking process, and within the constraints of GDPR, the interpreter may need to have an outline of the context in which the work is to take place.
• All providers in the public, private and charity sectors should be encouraged to sign the Wales Accord on the Sharing of Personal Information (WASPI). 
• Allow sign language users to select their interpreter of choice.

Many sign language users greatly prefer certain interpreters. Sometimes rather than using another interpreter, they will wait for the preferred person to become available.  The booking systems should record these preferences. The better use of video technology would allow greater efficiencies for the interpreters making this need more possible.

Take into account the forced migrants’ mental health support needs

Compatibility between the forced migrant and the interpreter in this scenario can be incredibly important. Careful consideration must be made when selecting the foreign language interpreter. All triggering issues must be taken into account.

This requires Welsh Government to take on this engagement task, not just to inform this landscape regarding what data needs to be gathered, but to also explain why.  Welsh Government may also wish to use its contractual levers because this landscape receives much Government money.

How:

The most effective way of doing this would be for Welsh Government to appoint a specialist engagement company. Their tasks would include:

• engaging with the public sector commissioners, support organisations, and the providers regarding what data should be gathered
• engaging with the public sector commissioners, support organisations, and the providers regarding their ideas of what robust and shared booking processes would look like
• create a draft data model of the required information
• create a draft booking process
• consult on drafts by engaging with the public sector commissioners, support organisations, and providers
• create final version
• re-engage with the public sector commissioners, support organisations, and providers to gain buy-in

How:

The commissioning requirements included within the service level agreements between providers and commissioners must include detailed demographic data collection for the purposes of ensuring compatibility between the interpreter and the service user. 

An awareness raising exercise outlining the need and purpose of the demographic data requirements and matching should be undertaken by the relevant organisations

Explore the creation of a common code of conduct practice

A common code could facilitate more appropriate bookings and a shared expectation of service quality.

How:

Welsh Government should work in partnership with the relevant agencies to co-produce an agreed code of conduct by:

• engaging with the public sector commissioners, support organisations, and the providers regarding what should be in a code of practice
• create a draft code of conduct practice
• consult with the public sector commissioners, support organisations, and the providers to ascertain their views on the draft code of practice
• create final version
• re-engage with the public sector commissioners, support organisations, and providers to gain buy-in
• explore the creation of regional Community of Practice Networks for community interpreters

Communities of Practice are formed by people who engage in similar activities, have similar goals, and are working within the same domain of human endeavour. They are an extremely effective way to support people, and to allow people agency in their own training and development. 

A Communities of Practice for foreign language community interpreters could:

• provide/facilitate equality, rights and cultural awareness training in the form that works for them
• encourage awareness regarding the importance of migrant/interpreter fit
• provide informal interpreters training on professional terminology, including medical and legal, while recognising that this type of service should be provided as a right and delivered via professional interpreters
• provide community interpreters GDPR training

During the interviews, situations were identified where data breaches may have taken place. 

• Facilitate the creation of a shared code of conduct.
• Provide mental health and wellbeing support to informal interpreters.

While there would be few direct overheads, it would be advisable that a small stipendiary is paid to each regional Community of Practice Network organiser.

How:

The Welsh Government should work in partnership with the relevant agencies to co-produce an agreed code of conduct by:

• working with forced migrant support organisations, known community interpreters, and community groups, to build up a database of existing community interpreters
• explore with community interpreters and the forced migrant support organisations what a regional Community of Practice Networks for community interpreters would look like
• with this information, create a model for Community of Practice Networks across Wales
• consult this model with forced migrant support organisation and known community interpreters
• create final template for Community of Practice Networks for community interpreters
• re-engage with forced migrant support organisations and known community interpreters to gain buy-in
• identify key community interpreters who could act as regional Community of Practice Network organisers
• recruit, train and retain community interpreters

Explore ways to support community interpreters to qualify as interpreters to at least Level 3. Consideration should also be made to supporting the take up of Level 4 Health and/or Criminal Justice Interpretation.

All interpreters working within a public realm should be required to undertake a basic course in Professional Conduct in Public Service Interpreting. Consideration should be made for supporting community interpreters to do so.

How:

The Welsh Government should explore ways of funding (or other appropriate means) to provide support for community interpreters to qualify as formal interpreters.

The Welsh Government may also wish to explore the possible benefits to creating a voluntary registration system for community interpreters through which they could demonstrate their skills and experience.

Professional status of foreign language interpretation and translation services

Welsh Government should explore the feasibility of formalising, regulating and protecting the professional status of foreign language interpretation and translation services in Wales. Currently, there is no formal professional identity of interpreters or translators as a regulated profession in the UK.

How:

Welsh Government should explore ways to professionalise and regulate the profession in Wales, to achieve this would require some form of minimum standards, along with a regulatory body.

All interpreters should undertake equality and cultural awareness training

Explore ways to provide and encourage community and professional interpreters to undertake appropriate equality and cultural awareness training.

How:

• Welsh Government should encourage all formal interpreter providers to ensure that their interpreters and backroom staff undertake equality and cultural awareness training
• working with regional Community of Practice Networks for community interpreters and forced migrant support bodies, Welsh Government should encourage all community interpreters to undertake equality and cultural awareness training
• WITS should expand its service to charity and third sectors

The WITS service should carefully explore the feasibility of expanding its service provision to charities and the third sector in Wales. 

Consideration should be given to exploring the existing financial arrangements while seeking an initial sliding scale of fees charged to the charity and third sector.

Further consideration should be made to examining how foreign language interpretation services can be provided free at the point of use for support services.

How:

Welsh Government should encourage this to happen. 

Technology and innovation

Whilst it is acknowledged that face-to-face interpretation is preferable in most circumstances, public services in Wales should also be encouraged to adopt technological innovations to improve the accessibility and provision of foreign language interpretation services. This is especially important for short notice appointments and emergency services, as well as improving the availability of foreign language interpretation in the rural and less populous areas of Wales. When comparing remote video conferencing (Zoom, Microsoft Teams etc.) to using just phone, remote video conferencing was by far the preferred route.

How:

Welsh Government should encourage commissioners to use remote video conferencing (not telephone) rather than have delays in service provision.

Governmental bodies should provide more easily available translated information including the following

• the Home Office should provide outline information regarding all the available services and how they can benefit forced migrants
• Welsh Government should provide literature outlining all the available translation services and how to access them
• Welsh Government should provide literature outlining the different support bodies in Wales and how they can assist forced migrants
• Local authorities and health providers should provide translated literature detailing all services that are available to forced migrants and how they can access them
• for people who are illiterate, this information could be provided via accessible audio or video

How:

Welsh Government should:

• encourage the Home Office to provide better outline information regarding all the available services and how they can benefit forced migrants
• identify and provide literature outlining all the available translation services and how to access them
• encourage local authorities (through the Welsh Local Government Association) and health providers to provide translated literature detailing all services that are available to forced migrants and how they can access them

Recruit more staff from minority ethnic communities

Forced migrant support organisations should recruit more staff from minority ethnic communities who have the appropriate language skills. These same staff should then be trained so they can act as an interpret when needs arise. This directed approach would very beneficial as it is often the case that staff in support bodies, when possible, interpret for the people they support.

How:

Welsh Government should encourage forced migrant support organisations to consider how best this can be achieved.  

Ensure that Welsh Government funding to organisations working in this landscape includes an element for foreign language interpretation cost

For the forced migrant support organisations who receive financial support from the public sector, as an addition to their general budget, the grant should include the true costs of the foreign language interpretation services.

How:

Welsh Government can action this and could encourage all grant providing bodies to do the same.

Explore improvements to the sign language interpreter service provision

The waiting times for sign language interpretation is unacceptable. While there is already available training, the numbers of interpreters remain static and waiting times high. The task then is to maximise the efficiency of the existing UK resources, while continuing to encourage/incentivise people to train as sign language interpreters.

Use live video technology

Driven by the COVID-19 pandemic, the use of live video technology has greatly increased. Indeed, Welsh Government has used it in all its meetings where a Deaf person may attend. Across the UK, there are many of these services and the commissioning bodies should explore this landscape outside of WITS. In addition to accessing a wider pool, using video technology to access sign language interpreters anywhere in the UK, should greatly increase the possibility of accessing this service in more foreign languages.

How:

Welsh Government could issue advice to commissioners and support organisations encouraging this approach.

New ways to provide a service

The Welsh Government could explore alternative ways to achieve an equitable service. A number of university projects to computerise sign language interpretation have taken place, and the proof of concept was deemed successful. Using a combination of AI and machine learning, the computerisation of sign language interpretation is possible. This software market may not be large enough for the private sector to cover R and D cost, but as with many other previous inventions and developments, this is where the State can step in. The Welsh Government should explore this landscape and step in if feasible. 

How:

Welsh Government could explore this possibility, seeking financial and technical partners to drive this potentially game changing option into reality.

Public bodies directly employ interpreters

Many public bodies are of a size where directly employing interpreters/translators from their most used language may be cost effective. Video could be used to cover their estate. Smaller bodies could also enter into sharing arrangements.

Create complaint and feedback systems

During this study, researchers heard many instances where the quality and the attitudes of foreign language interpreters has had a negative effect on the outcomes of several forced migrants. None of these forced migrants were aware of any process through which they could complain.

Create a complaint system

Encourage the creation of a clear, accessible, and robust complaint system for interpreters and forced migrants.

Create a shared two-way customer service feedback system

These type of feedback systems can be a key driver in the improvement of service delivery.