Social & Community

Services Division

Approach To Interpretation and Translation

Overview

1. Social and Community Services- Integrated Services

2. Establishing Need for Service / Importance of Interpretation

3. Statistical Data 2008-2013

4. One Word (video)

5. 2008

6. Challenges

7. Rationalizing Financial Costs

8. Vendor Selection

9. Learning

10. Positive Outcomes & Next Steps

Integrated Services

2005 – Integrated screening unit

Completes intake applications Ontario Works / Children's

Services (phone)

Increase in applicants whose first language is one other than

English or French.

Experienced difficulty in obtaining basic information, such as

name, address, phone number.

Establishing Need for Service

Applicants were accessing family, friends and in some

situations children.

Did the child fully understand the question?

Was the information interpreted correctly?

Was the information relayed to staff correct?

Legal documents

Importance of Interpretation

Statistics 2008-2013

0

5

10

15

20

25

30

35

40

Spanish Arabic Urdu Farsi Punjabi Hungarian Cambodian

2010

2011

2012

2013

One Word

video

2008

Informal arrangements made with an interpretation /

translation agency

Screeners sometimes had access to immediate interpretation

Pre-book interpreter

Interpreters attended scheduled appointments

Had previous arrangements with local agency to provide

assistance for sign language.

Challenges

Challenges

2 step process to confirm appointments

On occasion still experienced some difficulty at time of initial contact

to office

17 languages available for immediate response.

Client failure to attend, costs were increasing

Cost ( onsite services, confirmation of appointments, relay messages,

mileage, client failing to attend)

Occasional unavailability of interpreter

Interpreter unable to access satellite offices

Continued to access a separate agency for sign language

Rationalizing financial costs

2011 gathered financial data, costs were increasing

Identified largest costs attributed to client non attendance

OW still responsible to pay for interpreter to attend

Application appointment fees

Relay message to confirm appointment, onsite interpretation, mileage

Minimum 2 hr appointment cost to be about $100 + $30 message

relay + flat rate transportation fee $75 = $205 (minimum)

New applicant vs an update appointment

Vendor Selection

June 2012-sent out a Request for Proposal for Interpretation /

Translation / Sign Language Services

Staff reviewed Vendors proposals taking into consideration

things such as:

Past experience in interpretation, translation and sign language,

References and technical or professional qualifications,

Description and accreditation for standard certifications, memberships

and associations,

Similar projects and delivery experience,

Business continuity or contingency plan,

Adheres to Canadian privacy laws

Best overall value.

Vendor Selection cont’d

Multilingual Community Interpreter Services (MCIS) was the

chosen Vendor

Also provide subsidized services to victims of domestic violence or

sexual violence or human trafficking

Provided interpreter / translation / ASL / QSL / aboriginal lanugages

Immediate phone interpretation within 30 seconds

Translation and transcription services

Monthly reporting

Sign Language

Challenges

Our office set-up and speaker phones

Alternate arrangements for secure office

Pre-booking of appointments and Late arrivals

OW Caseworker contacts MCIS after arrival of client

Change-Interpreter not providing stamp on forms

Interpreter provides name / appears on billing.

.

3 separate billings issued to OW & 1 CS

Immediate, onsite, message relay

Learning

Diversity is increasing in Simcoe County

Provide better customer service

Immediate language services breaks down barriers

Designated caseworkers

are more knowledgeable in agency process

Still meet periodically with staff

Positive outcomes

Customer service improved

Simplified process

Designated Caseworkers are more knowledgeable in immigration

less misunderstandings

One delivery agent for all services

Interpreter, translation services, ASL / QSL / Aboriginal languages

Positive Outcomes cont’d

3 Divisions OW, Children's Services and Social Housing all

have access to same agency

Other Departments have shown an interest in accessing services

Cost savings

Immediate response, phone system tracks length of calls

$20 phone intake (billed by minute-average 15 minutes)

$132 off site interpretation (billed by minute average 2 hrs)

$152.00 on average (Savings $43.00)

No fees for transportation, no message relay fees

Update appointment minimum 1 hr- $66.00 Savings ($76)

Client non attendance -savings of $152-10% no show rate

Next steps

Voicemail to e-mail translation

Video interpretation / conferencing

additional letters / documents to be translated in various

languages

Additional staff training

Cultural competency

QUESTIONS

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