When should I use INTRAN?

As part of their customer care standards, all INTRAN partner organisations are committed to improving access to their information and services.

People need interpreters or lipspeakers if they cannot understand or speak English at "fluency" level. Some people, who may be able to get by in everyday life situations, may still need an interpreter when discussing specialised matters.

If you are unsure whether to book an interpreter or not, please ask yourself the following questions:

• Am I going to say things that could have an impact on the way my client lives their life?
• Am I going to discuss complex issues?
• Am I going to use specific terminology such as discussing housing, legal or health issues?
• Will I base decisions on what my client says? (for example, a patient describing symptoms)
• Am I going to do an interview under PACE?

If you have answered "YES" to any of the above, you will need an interpreter.

A good way of checking understanding is to ask people to rephrase in their own words what has been said.

Staff must book qualified interpreters and lipspeakers whenever life or liberty is at risk. By not booking an interpreter, you could cost your service more money if an initial interview fails or a mistake occurs.