ECSH32927 - Overcoming language barriers
Dealing with an individual who does not speak or understand English
very well
You can help individuals who do not have English as their first language by:
- Being patient and ready to repeat something you said.
- Speaking slowly and clearly.
- Avoiding jargon.
- Using plain English, such as 'please wait while I check...' instead of 'bear with me'.
- They may wish to have a friend or family member present who can translate.
If the
individual doesn't understand a question or statement, try to think of a
different way to ask it. For example, do not just repeat the same question in a
louder tone. If necessary, ask them to repeat what they or you said to check
understanding. If you don’t think they have understood the question, any
evidence obtained may be undermined.
Translation
The Translation Service is available via two options: a translation tool and Big Word.
Translation tool:
Investigation Services provide a translation service upon request with a turnaround time of 24 hours (in priority cases) up to 10 working days. This service helps you to quickly translate documents to progress your intervention.
Big Word:
Where translation is required for evidential purposes at court, then you need to use Big Word.
Big Word requires a business case, cost centre and business line budget holder’s approval. Only the necessary documents needed for evidential standards should go via this route.
To see how to request either of these services, go to TAWS related guidance.
For further guidance, including the languages available, see the Translation Services SharePoint.
Welsh language service
The law entitles people to speak Welsh in their own country. For more information see ECSH32815 and Welsh Language Service.