MERTON TRANSLATION SERVICE
a handbook
for service
users
July 2008
Updated by Ibironke Tinubu
version 1.4
Page 1 of 32
Index
ABOUT MERTON TRANSLATION SERVICE (MTS) ...............................4
HISTORY..............................................................................................................4
SERVICES ............................................................................................................4
QUALITY .............................................................................................................4
OUR INTERPRETERS & TRANSLATORS ................................................................4
MISSION STATEMENT ..........................................................................................4
CUSTOMERS ........................................................................................................4
STRUCTURE .........................................................................................................5
DETAILS ..............................................................................................................5
BOOKINGS ...........................................................................................................5
QUOTES ...............................................................................................................6
WHY USE A LANGUAGE SERVICE? ...........................................................6
DEFINITIONS .......................................................................................................6
NEED FOR THE SERVICE ......................................................................................6
WHY USE A TRAINED INTERPRETER/ TRANSLATOR ............................................6
INTERPRETING & THE CULTURAL PROCESS ........................................................9
difficulties in cross-cultural communication ..................................................9
cultural interpretation ..................................................................................10
GUIDELINES FOR USERS OF INTERPRETING SERVICES ................11
BEFORE THE SESSION ........................................................................................11
identify the need ............................................................................................11
plan the session .............................................................................................11
make a booking .............................................................................................12
agree on the interpreting style ......................................................................13
AT THE SESSION ................................................................................................14
CHECKLIST FOR USERS OF INTERPRETING SERVICES .................16
SESSION DETAILS ..............................................................................................16
GUIDELINES FOR USERS OF INTERPRETING SERVICES ................17
SEATING ARRANGEMENTS ................................................................................17
AFTER THE SESSION ..........................................................................................17
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TELEPHONE INTERPRETING...............................................................................18
TROUBLESHOOTING ..........................................................................................19
GUIDELINES FOR USERS OF TRANSLATION SERVICES..................20
HOW TO ARRANGE FOR A TRANSLATION ..........................................................21
5. STANDARDS OF SERVICE.......................................................................22
ACHIEVEMENTS ................................................................................................22
COMPLAINTS .....................................................................................................22
EQUAL OPPORTUNITIES POLICY ........................................................................23
THE RECRUITMENT PROCESS ............................................................................23
TRAINING ..........................................................................................................24
MOST FREQUENTLY USED LANGUAGES IN THE MTS DATABASE 30
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1. about Merton Translation Service (MTS)
history
services
A business unit within the London Borough of Merton, MTS was set up in
1987, to allow Council departments to communicate in a more effective
way with all sectors of the local community. Until March 1997 the unit was
receiving governmental funding via the Home Office (Section 11).
Recently restructured, MTS does not employ in-house interpreters any
more – it now relies solely on its pool of over 350+ freelance interpreters
and translators. We work with over 300 external customers excluding
major contracts/SLA.
As well as translation, interpreting and proof-reading in more than 80
languages (including British Sign Language) MTS provides Braille
translations, Lip Speak Communication services and technical
translations.
quality
Since autumn 1998, building on existing strengths and reputation, we
have worked hard to raise further the quality of our service. A custom
designed computer system has been set up to enable us to deal with
bookings more efficiently. Having amended our conditions of service we
undertook a comprehensive review of our register. A “Handbook for
Interpreters” was produced in 1999 updated yearly, as part of our pledge
to provide more support to our sessional interpreters.
our interpreters &
translators
Our interpreters are highly experienced, bilingual professionals who offer
effective, efficient and competent services. When arranging for an
interpreter we make sure that different dialects, cultural factors and
gender are taken into account, thus ensuring a match between the client
and the interpreter.
MTS specializes in providing high quality, low-cost translations. Our
translators have been specially selected for their excellent linguistic skills,
which enable them to produce lucid and understandable translations,
conveying the full meaning of the source text. We also provide specialist
and technical translations. All translated work is word-processed.
mission statement
MTS aims to offer a professional, high quality language service to
meet the needs of both the service users and the community. We strive to
provide an affordable, flexible and efficient service.
customers
Our original role was to enable Council departments to communicate in a
more effective way with all sectors of the local community. MTS has since
developed a wide ranging customer network that includes various
external agencies: other local authorities, local health authorities, private
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businesses, community and voluntary groups, the judiciary, educational
establishments, as well as other public and private sector organisations.
We actively support voluntary organisations in Merton by providing a
subsides service.
structure
Currently a small unit within the Customer Service Division of the
Corporate Services Department, MTS is based at the Civic Centre in
Morden.
details
Operations Manager
Deputy Manager
Administrator
Administrator
Administrator
ext. 3927
ext. 4113
ext. 4070
ext. 3464
ext. 4070
Telephone:
0208 545 3397
Fax:
0208 545 4138
Email:
merton.translation.service@merton.gov.uk
Address:
bookings
Ibironke Tinubu
Ian Atkinson
Sue Delaney
Karen Goode
Cordia Thomas
Merton Translation Service
3rd Floor Annexe
Merton Civic Centre
London Road
Morden
Surrey SM4 5DX
We are available to take your bookings from
Monday to Friday
Telephone Bookings: 9.:30 am to 3:300 pm. Email Bookings/General
Enquiries 9:00am to 5:00pm
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quotes
We would be pleased to discuss your needs, give free quotations or offer
specialist advice. Please contact the Co-ordinator.
why use a language service?
definitions
 Interpreters enable verbal communication between two parties who
speak different languages.
 Translators provide written translation of a document into another
language.
 Customer – service provider (any public, private or voluntary sector
organisation).
 Client – a non-English speaking individual.
need for the service
Interpreting and translation are needed to:
 overcome the language barrier
 enable access to services
 ensure effective communication and eliminate misunderstandings
 promote good practice and equal opportunities
why use a trained
interpreter/ translator
Many service providers still communicate with their clients without
employing the services of an interpreter / translator, or through unofficial
interpreters / translators. Using professionals benefits both service
providers and clients. It can also save service providers both money and
time.
There are many problems associated with the use of unofficial interpreters
or translators. Service providers are usually in no position to judge the
linguistic and interpreting / translating skills of an unofficial interpreter /
translator. Consequently, it is undeniably ‘safer’ to use MTS, a
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professional translation service that constantly assesses and trains its
workers.
Especially in the case of face to face communication the use of a nonprofessional interpreter may lead to non-communication. The person
acting as an interpreter may not have the linguistic capabilities to provide
accurate interpreting maybe causing misunderstandings and/or frustration
to both the client and the service provider.
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Additionally, clients may not want to disclose personal or sensitive
information because the person acting as an interpreter may be:
 not respecting confidentiality
 not neutral/impartial
 patronising
 voicing personal opinions, demonstrating bias and taking sides
 personally unsuitable
 of unsuitable age
 of the opposite sex (in some cases cultural sensitivities prohibit clients
from disclosing sensitive information in the presence of members of
the opposite sex)
 of different background
 not professionally trained:





lacking linguistic competence (inaccurate interpreting, misinterpreting, interpreting word for word rather than sense for sense)
answering questions directly
interpreting only those things s/he thinks are useful
intervening unnecessarily
advocating without informing one or both parties (help, advice,
information and guidance)
Other relatives or friends of the client are not be suitable as they might:
 try to protect the client or take sides
 have their own interest in the outcome of the interview
Service providers may resort to using children as interpreters without
giving much thought about how that could affect the whole family. Children
should never be used as interpreters as this:
 is unsuitable for sensitive or family situations
 can affect parent-child relationship
 puts the parent in a dependent role
Using ethnic minority professional staff can lead to other difficulties if
interpreting is not recognised as part of their job.
In conclusion, service providers who communicate with non-English
speaking clients need reliable interpreters, who are carefully selected,
suitably trained and adequately paid.
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interpreting & the
cultural process
Difficulties in cross-cultural communication
Language is the undisputed medium of expression for society and forms
the basis of communication representing a given culture. Communication
is the building block of all social relationships, at its most simple level.
Between any two cultures there are barriers to effective communication.
Communication between different ethnic groups is also subject to the
influence of certain systematic differences. In stressful circumstances
these differences may well affect communication.
Misunderstandings may arise for three main reasons:
 different cultural assumption about the situation and about appropriate
behaviour and intentions within it
 different ways of structuring information or an argument in a
conversation
 different ways of speaking: e.g. using the tone of voice to imply
significance of what is being said
Most people are aware that the first two differences are bound to cause
difficulties and misunderstandings between people from different
backgrounds, although they are uncertain as to how to handle the
difference. However, few people are aware that there are a number of
ways people signal overall meaning and attitudes when speaking. These
particular ways vary between different ethnic groups using English. This is
a largely unrecognised area of difference and most people therefore
interpret the other person’s way of speaking according to their own
conventions of speaking.
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cultural information
The interpreter can help the service user work more sensitively with their
clients by throwing light on their culture, values, expectations, custom
traditions, assumptions, ethics, family relationships, philosophical belief,
etc.
The interpreter can help officer understand some of these cultural
elements and can tell things picked up through dress, language, religion or
family life of the client that might be relevant.
In the same way the interpreter can convey aspects of British culture to
the client and explain something of the British values, attitudes and
behaviour. For example, an interpreter can explain the British meaning of
“adoption”, and explain British concepts of family structure and
responsibility, and the higher authority of the State.
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guidelines for users of interpreting services
before the session
identify the need
These are the questions you should consider before booking an
interpreter:
Do I need an interpreter?
If you feel that communication with your client may be severed by his/her
inadequate command of English or your lack of knowledge of his/her
language and culture you should consider the following questions:
Does my client need an interpreter?
You can be misguided by what appears as your client’s sufficient
command of English. However, this can often be a very superficial
knowledge, enabling your client to conduct basic but not any in-depth
conversation. It is important not to take the display of the non-verbal signs
of agreement as an indication that your client has actually understood you.
Would my client mind if we communicate through a professional
interpreter?
Another seemingly obvious question, but you must check this with your
client before making a booking. If they do not wish a professional to be
present but opt for a relative or acquaintance you have to examine their
suitability.
What is my client’s first (native) language?
To help you establish what language your client speaks, his/her ethnic
origin could give you a clue. Language cards can be useful, too. However,
you can not assume your client speaks ‘Yugoslavian’ if s/he comes from
the former Yugoslavia, as such a language doesn’t exist. Similarly, a client
from Kosovo doesn’t speak ‘Kosovan’
plan the session
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 arrange an appointment
a) Please bear in mind that, as the service provider, it is your
responsibility to book an interpreter. Get your manager’s
clearance beforehand.
b) Arrange an appointment in advance. Please note that MTS requires
at least 3 working days’ notice. On the other hand we do not
encourage advance notice of more than one month. Whenever
possible, we try to cover any emergency.
c) When planning an appointment, remember to allow twice as
much time as you would need for an interview with an English
speaker.
d) Inform/confirm with all staff involved (e.g. receptionists).
 prepare all necessary information for your booking
a) Please refer to the ‘Checklist for users of interpreting services’
to make sure you have all details necessary before making a
booking.
make a booking
 phone MTS
a) Please note we are available to take your telephone bookings
Monday to Friday 9:30am to 3:30pm and Email
Bookings/General Enquires 9:00am to 5:00pm. If all lines are
engaged, leave a message and we will contact you to take your
booking. You can not book an interpreter by leaving a message on
our answering machine.
b) When your booking is confirmed you will be given the job
reference number. This number should be quoted in any further
communication related to that booking.
c) As soon as the job has been allocated, MTS will contact you to
confirm the session and give you the name of the interpreter.
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agree on the interpreting style
 Discuss with the interpreter which mode of interpreting will be adopted.
There are three different styles:
a) simultaneous
This style is most often seen at conferences, involves highly trained
interpreters and requires special equipment. Usually not relevant for
public service interpreting.
b) Liaison
This method involves interpreting each short unit of speech almost
word for word. It is generally more accurate, though slower. Pacing
is important, as you have to stop after every short meaningful
phrase to allow the interpreter to translate.
c) Consecutive
Here the interpreter summarises the gist of what is said, at regular
intervals. This is a quicker method than liaison, although less
accurate. You can ask the interpreter to explain concepts s/he is
very familiar with directly to the client, thus avoiding timeconsuming explanations. Additionally, you can agree with the
interpreter whether the first person mode is to be used.
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at the session
As the service provider, you are the professional in charge of the interview.
The success of the interview will depend to a great extent on your
collaboration with the interpreter and your skills in working with one. Here are
some basic instructions:
Service Provider’s should note that Interpreters should be impartial and
neutral to both parties. Depending on subject and language, it might
not be possible to interpret word for word.
Secondly Service Providers should note that MTS interpreters do have
a choice in accepting follow up meetings or any further involvement
relating to a session. Please let the interpreter know if you will require
him/her for further involvement so that they can base their decisions on
informed choice.
 arrange the seating
Please see the relevant diagram
 check the language/dialect
Check whether the interpreter and client speak the same
language/dialect. Establish whether the interpreter is acceptable to the
client.
 treat the interpreter as a professional
It is important to treat the interpreter with professional respect if s/he is to
perform to the best of her/his ability. Encourage the interpreter to interrupt
and intervene during the session when necessary.
 introductions
Allow time for the interpreter to introduce himself/herself, explain his/her
role and explain that the interview will be kept confidential. Ask the
interpreter to explain why the interview has been arranged, to introduce
you and describe your role to the client. The level of detail of the
introductory explanations depends both on the nature of the appointment,
and other factors, such as new/existing client, etc.
 communication
Try to speak directly to the client, as much as possible. Speak clearly in
pieces of meaning (“chunks” of speech).
 pace the interview
Having agreed on the style of interpreting, be alert to the pace of the
interview. Aim to achieve a consistent pace, slow enough to enable the
interpreter to assimilate your message and think of how to convey it. You
may want to offer the interpreter a short break at hourly intervals.
 language
Use simple and precise language. Avoid jargon, acronyms, and idioms
even if you think they are very well known. Remember that some clients
may not even be familiar with the concepts that form the foundation of
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your service.
 cultural issues
Do not expect the interpreter to assume the role of advocate or cultural
ambassador. Refrain from asking the interpreter for advice on possible
matters of opinion, such as culture, traditions, religious practices, etc. Ask
your client directly.
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checklist for users of interpreting services
session details
You will need to prepare the following information before making a
booking
 .MTS customer number, if known
Please quote this number when you call us so as to speed booking. If
you are not an existing user of our service you will be given this
number as soon as you have been set up.
 order number, if applicable
Merton Council departments need to provide their budget code (i.e.
FMIS Code). External agencies should quote any relevant Order
Number (if applicable).
 organisation details
Council users need to give us their Department and Section, other
users, their Company name and full address. This information is not
needed if the Customer number is quoted.
 name, designation and telephone number of originator
If we are given the Customer code, the computer system will bring up
the details of one person, set up as the main contact. We will still need
your name, unless it is the one set by default.
 language - required
Please try to identify your client’s first (native) language/dialect. In
some situations it is helpful to have his/her other language(s).
 date and time of appointment
 venue
Please note that we need the full address of the venue, including the
exact meeting point and directions (e.g. hospital wards, big estates).
We also need to know if it is a client’s address. If possible, a contact
phone number should be included.
 client’s details
Full name of the client, their gender and some indication of the age
range (e.g. whether the client is a young child, a teenager, or an elderly
person).
 approximate duration of the session
When working out the expected duration of the session, please
remember to take into account briefing and de-briefing the interpreter,
in addition to previously given considerations
 relevant background information to aid interpreter
The success of the whole process largely depends on how much
information about the session we receive from the user when the
booking is being made. Interpreters then can effectively prepare for the
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session.
 any preference for a male or female interpreter
It is the service user’s responsibility to clearly state any preference
when making a booking. Please state whether it is just a preference or,
whether you would not accept another gender.
 Please use our booking forms when requesting for your
interpreting sessions, any request without the form will not be
completed
guidelines for users of interpreting services
seating arrangements
During a session, the seating arrangement is important. Eye contact
should be maintained at all times.
The most widely used seating arrangement is the triangular.
Interpreter
Professional
Client
In some situations it may be better for the interpreter to sit to the side of,
and slightly behind, the client. In this way the client and professional have
maximum eye contact.
Interpreter
Client
after the session
Professional

Ask both the client and the interpreter how they thought the interview
went and if they are clear about everything. Any criticism at this stage
has to be dealt with sensitively and tact, acknowledging main issues.

Use the interpreter to arrange further action (appointments,
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communication in the absence of the interpreter, etc).

Debrief the interpreter, bringing up any questions, remarks or
suggestions.

Sign the interpreter’s referral form. This confirms the duration of the
interview, so that the interpreter can be paid accordingly. You will need
to sign the form even if the interview was not carried out because the
client did not turn up. In this case the interpreter will still have to be
paid minimum rate.
Please use the form for any feedback / comments on the service etc.

telephone interpreting
In situations when you do not want to use the referral form as the
evaluation sheet, please contact the Manager. Your feedback is
invaluable in enabling us to monitor and improve the quality of service.
We offer a limited telephone interpreting service in order to help service
providers in emergencies. We are not set up as a language line, so the
service is restricted to communicating relatively uncomplicated messages
to the client. In addition, the limited value of telephone interpreting for a
number of interview situations (assessments, etc.) is generally recognised.
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troubleshooting
When you realise that things may be going wrong at a session, consider
the following points:

Does the interpreter speak English and the client’s language fluently?

Is the interpreter acceptable to the client (gender, age, etc.)?

Is your client prevented from telling you things because of his/ her
relationship with the interpreter?

Are you creating as good a relationship as you can with your client?

Is the interpreter communicating exactly what you and your client are
saying, or is s/he acting as an advocate, putting forward her/his own
views?

Does the interpreter understand the purpose of the interview and what
his/her role is within it?

Have you given the interpreter the time to meet the client and establish
rapport?

Does the interpreter feel free to interrupt you when necessary, to point
out possible misunderstandings or ask for clarification?

Are you using simple English, avoiding any jargon?

Is the interpreter ashamed or embarrassed by your client/the subject
matter, or vice versa?

Are you allowing the interpreter enough time?

Are you maintaining as good a relationship with your interpreter as you
can (respecting his/her role and skills, giving support in a difficult
situation, not asking him/her to do any other duties other than
interpreting, etc.)
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guidelines for users of translation services
Translators provide written translation of a document from source
language into the target language. Before commissioning a translation,
the service provider should consider the following questions:

Do I need this document translated? Sometimes it is more economical
to book an interpreter.

Do I need the whole of the document to be translated?

Particularly relevant to long documents, which can be expensive to
translate. Could a more concise version prove to be more userfriendly?

Can this document be used again?

Consider ways in which the same document could be of more general
use and benefit other colleagues/service providers.

Is it necessary to follow the same format/layout of the source
document?
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how to arrange for a
translation
To arrange for a document to be translated you will need

You need to give MTS at least 5 -7 working days notice when
booking your translation. Translation over 1000 words would likely
take more than 2 weeks. We always turn over quickly so (please
discuss your emergencies with us and we will strive to accommodate).

Your MTS customer number (if known)

any order number (if applicable)
Merton Council departments need to provide their budget code.

organisation details
Council users need to give us their Department and Section, other
users, their Company name and full address. This information is not
needed if the Customer number is quoted.

name, designation and telephone number of originator
If we are given the Customer code, the computer system will bring up
the details of one person, set up as the main contact but we always
have to double check the identity of the caller.

language/s required
We can tell you which languages are most in demand with MTS, but
the final selection of languages, for multi-lingual translations, will
depend on your target group.

deadline for document to be returned
When negotiating a deadline with MTS staff, please allow enough turn
around time for the document to be sent the translator and back to you
(in time for you to forward it to your client).

type of document i.e. letter, legal document etc.

number of English words to be translated
This is not necessary when the source document is in a language
other than English.

Special requirements (i.e. layout, format, page numbers etc.)
The success of the whole process depends on how clear are your
instructions. We need a clear and neat copy of the document to be
translated.

Please use our booking forms when requesting for your
translations, any request without the form will not be completed
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5. standards of service
achievements
MTS is committed to providing as professional a service as possible. We
are constantly working on improving the quality of our service in every
aspect. Achievements in the past 2 years include:

Introduction of new service conditions and guidelines for interpreters /
translators

Production of a handbook for interpreters / translators

Revision of our register of sessional interpreters/translators

Development of a sophisticated tailor-made computer system

Recruitment of an additional administrator

Production of material to assist reception staff dealing with non-native
English speakers.
We aim to continue developing our service in a number of ways:
complaints

resume the recruitment of new interpreters, based on strict selection
criteria

provide more training to service users (Council departments as well as
external agencies)

promote our services

become more involved in external liaison

be more active in promoting the recognition of the profession
We strive to provide a high quality service. In addition we endeavour to be
as flexible as possible. However, If a customer has a complaint which
relates to Merton Translation Service, they should contact the Manager.
We encourage customers to provide feedback on our sessional
interpreters, as that is part of our quality control.
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equal opportunities
policy
Introduction
As a unit of Merton Council, Merton Translation Service is guided by the
Council’s Equal Opportunities Policy. Merton Translation Service exists to
address language and communication equality issues. MTS improves
access to services for those people in the community who have
communication difficulties because they have English as a second or other
language, but who need to access services provided by the Council. MTS
services enable the Council to meet its obligations under Section 71 of the
Race Relations Act 1976.
policy
MTS is determined positively to address the issues of equal opportunities in
its registration of freelance sessional workers, access to service and in
service provision. The aim of this policy is to seek to ensure fairness of
treatment of applicants, freelance sessional workers and clients regardless
of race, colour, nationality, ethnic or national origin, age, marital status,
gender, sexual orientation, religion, political beliefs, trade union membership,
disability, carer responsibilities and irrelevant criminal convictions. Particular
regard will be given to recruitment and training procedures and in this
connection no unjustified conditions or requirements will be attached to
recruitment and allocation of work. The responsibility for the overall
management of the implementation and continuing review of this policy will
lie with the Co-ordinator and staff of MTS.
MTS expects all of the freelance sessional translators and interpreters on
its register to accord with its Equal Opportunities Policy and to show respect
and understanding to all MTS clients and to their clients, MTS and Merton
Council staff, fellow sessional workers regardless of race, colour,
nationality, ethnic or national origin, age, marital status, gender, sexual
orientation, religion, political beliefs, disability, carer responsibilities, trade
union membership, and irrelevant criminal convictions.
the recruitment
process
MTS operates recruitment policies which are designed to encourage
registration which is fully representative of the language needs of the
local community. The principles of fair selection have been incorporated
into MTS’ procedures covering recruitment.
Where monitoring data indicates particular language shortage problems
within MTS’ pool of registered freelance sessional workers, MTS will
consider taking action to recruit freelance sessional workers within the
provisions of the Race Relations Act (Sections 37 and 38) and the Sex
Discrimination Act (Sections 47 and 48).
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training
Within its budgetary constraints MTS maintains a training programme aimed
at all registered sessional workers and service users, particularly those
involved in providing services to the public.
.
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Cancellations
Interpreting & Telephone Interpreting Cancellations:
Cancellation
1 hr
session
s
2 or > hr
sessions
24 calendar hours prior to session
or Friday after 12.00 for Monday
sessions
Full pay
Full pay
More than 24 hours –
less than 5 working days
No
payment
No payment
More than five working days
No
payment
No payment
Notes for Customers:

The 24 hours count from the minute that we confirm your session either by telephone or email –
we cannot be held responsible if you do not access your messages on a frequent basis.

If our interpreter did not turn up and we are able to provide you with another interpreter to enable
your session to go ahead for that day probably change of time, customer is still expected to pay
full charges.

In the unlikely event that we have confirmed and session did not go ahead due to our interpreter
not turning up or significantly late, (over 15minutes) we shall provide you with interpreting session
(of equal length ) for free. (depending on individual circumstances).

Please note that this offer will not be valid in the following cases:
1. If address you have provided us with, is wrong
2. If the area where the interpreting session was to take place has been cordoned off by police
3. if your officer did not attend the session or significantly late. (10 minutes)
4. In cases of extreme weather conditions that prohibit travel.
5. In case of a major public transport problems. e.g. tube or bus strike
Translation Cancellations:
This is to be treated on an ad hoc basis depending on the progress (if any) made by the translator.
Where a translation has been allocated, (especially for lengthy jobs 1) then it will be full charge of the
translation.
1
Which means that you may have refused other work to undertake this.
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Discretion will be used at all times.
General guidelines for interpreting Charges
Booking duration
Interpreting
Booking for 1 or 2 hours
Full payment regardless of
duration
Bookings for 3 hours
Full payment regardless of
duration
Half / whole day bookings
Full payment regardless of
duration
Travelling & subsistence expenses payments
Type of
expense
Charges condition
•
Customers will be recharged for assignments
that occur within the congestion charge zone
or for assignments where the interpreter
needs to cross that zone to reach the
assignment venue.
•
Charges only upon presentation of receipt or
noting of the congestion-charge receipt
reference from our interpreters.
Congestion
charge
Cycling
Mileage
Standard mileage will be paid.
•
Mileage will be calculated at the standard
council rate (40.2p per mile).
•
Mileage will be calculated for the return
journey between the interpreter’s house (or
place of previous session for MTS) to the
venue of the session. It is however the
responsibility of the interpreter to note this
on their forms.
o
Example 1: Interpreter has one session
that day at the Merton Civic Centre.
Mileage paid: Interpreter’s home –
Merton Civic Centre – interpreter’s home.
o
Example 3: Interpreter has a one-hour
session at 10am at the Civic Centre and
another at 15.00hrs again at the Civic
Centre. Mileage paid individually for each
sessions (interpreter’s home – Civic
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Centre – interpreter’s home).
•
All mileage charges will be based on the
mileage calculations of
http://www.multimap.com/ or
http://www.theaa.com/
•
Parking expenses will be charged on relevant
receipts (or a percentage should the parking
paid exceed the number of hours for which
the session was booked or lasted).
•
No charges without receipts.
•
Full charges based on relevant receipts
(except in the case below).
•
Where multiple bus / train tickets are
presented, the maximum payment will be that
of a one-day-travelcard for the zones used2.
•
No charges without receipts. In case of Oyster
Card top-ups where there are no receipts
available, we would need the number of the
Oyster Card (embossed on the back of the
Oyster card) to be noted on the referral.
Parking
Public
transport ‘oneoff’ fares
Public
Transport
Travel cards
Subsistence
Where interpreters use their weekly / monthly /
annual travelcards then a percentage (no greater
that the equivalent to a day travel card for the
zones used) will be reimbursed. Interpreters
should provide photocopies of the said
travelcard or the Oyster ‘record card’.
Reimbursement only for whole day bookings,
according to standard Council guidelines.
Travel time payments
Sessions within Merton, Sutton , Wandsworth
Boroughs
For assignments
within these
boroughs
2
•
£12.00
Administrators will always take into account cases where an interpreter had more than one assignment that day.
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
Travel Cost will be paid using
the mileage calculation and receipts. Interpreters
to submit receipts and travel card if travelled by
Public transport or car.
For all other
assignments
•
Travel Time will be calculated using mileage
from interpreter’s residence to the session’s
address using Multimap co.uk.
•
40.2p per mile
.
Stand-by interpreting
This will be considered on a case-to-case basis.
Out of hours interpreting
Interpreting
3
Assignments outside the core
hours of 09.00-17.003. This
includes jobs starting before
09.00am
1.5 charges for any hours or % of hours outside 09.0017.00.
Weekend assignments
Double charges
Bank holiday assignments
Double charges
Assignments that include
overnight stay (e.g. starting very
early at considerable distance or
where it’s a two-day booking outside
London)
Charge as above including subsistence payment
& hotel accommodation where necessary.
Extra charges for assignments after 22.00hrs
Assignments between 22.00-06.00 will be covered in detail in our out-of-hours service proposal later this year.
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Most frequently used languages
on the MTS database
LANGUAGE
COUNTRY
Akan /Twi (Asante) /
Fante
Ghana, Ivory Coast
Albanian
Albania
Amharic
Ethiopia
Arabic
Algeria, Bahrain, Egypt, Eritrea, Iraq, Jordan, Lebanon, Libya,
Saudi Arabia, Somalia, Sudan, Syria, Tunisia, Yemen and many
others
Bengali
Bangladesh, India
Bulgarian
Bulgaria
Chinese, Cantonese,
Mandarin
China
Czech
Czech Republic
Danish
Denmark, Greenland
Dutch
Holland
Eritrean
Ethiopia, Eritrea
French
France, Belgium, Switzerland and many others
German
Germany, Austria, Switzerland
Greek
Greece, Cyprus
Gujarati
India
Hindi
India
Hungarian
Hungary
Italian
Italy, Switzerland
Japanese
Japan
Korean
Korea, China, Japan
Kurdish
Turkey Iraq, Iran, Syria, Armenia
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Latvian
Latvia
Lingala
Congo, Central African Republic
Lithuanian
Lithuania
Luganda
Uganda
Maltese
Malta
Norwegian
Norway
Pashto
Afghanistan, Pakistan
Persian (Farsi, Dari, Tajik)
Iran, Afghanistan, Tajikistan
Polish
Poland
Portuguese
Portugal, Brazil, Mozambique, Angola, Cape Verde
Punjabi (Panjabi)
Pakistan, India
Romanian
Romania
Russian
Russia (and other former Soviet Union states)
Serbo-Croat
Former Yugoslavia
Sinhalese
Sri-Lanka
Slovak
Slovakia
Somali
Somalia, Ethiopia, Kenya, Djibouti
Spanish
Spain, Argentina, Cost Rica, Chile, Cuba, Colombia, Ecuador,
Guatemala, Mexico, Peru, Uruguay, Venezuela and many
others
Swahili
Tanzania, Kenya, Congo
Swedish
Sweden
Sylheti
Bangladesh
Tamil
Sri-Lanka, India, Malaysia, Singapore
Thai
Thailand
Tigrinya
Eritrea, Ethiopia
Turkish
Turkey
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Ukrainian
Ukraine
Urdu
India, Pakistan
Vietnamese
Vietnam
We also offer British sign language communication and text conversion into Braille or audio-tape.
Apart from the core languages above we also offer interpreting into local dialects. Please contact
our office and a member of staff will be happy to help.
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