Devon County Council

Before you can use any Language Line service you will need an ID code from your local contact.

• Accessing an interpreter over the phone
• Text translation
• Text to speech

Accessing an interpreter over the phone:

• When the service user is with you
• Making a call to a service user
• Handling incoming service user calls

When the service user is with you:

1. Phone 0845 310 9900
2. The operator will ask for your:
   • ID code
   • Organisation name (and department where appropriate)
   • Initial and surname
   • Required language (say if you need a specific interpreter, a female interpreter, for example)
   • user’s location (with you, for example)
3. Stay on the line while the operator connects you to a trained interpreter (this may take around 30 seconds)
4. Note the interpreter’s ID code; introduce yourself; brief the interpreter, say what phone you are using (a single or dual handset, a speakerphone, a mobile?)
5. Ask the interpreter to introduce you and themselves to the user, and give the interpreter your first question or statement
6. Remember to give the interpreter time to interpret between you and the user
7. Let the user and the interpreter know when you have finished

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Making a call to a service user:

The operator will connect you to an interpreter, then conference the user into the call.

1. Have the user’s name and telephone number ready
2. Follow steps 1 and 2 for ‘When the service user is with you’, but advise the operator that the user is not with you
3. Give the operator the user’s name and telephone number
4. Stay on the line while the operator connects you to a trained interpreter (about 30 seconds)
5. Note the interpreter’s ID code
   • Brief the interpreter: explain the operator is phoning the user
   • Ask the interpreter to introduce you and themselves to the user, and give the interpreter your first question or statement
6. The operator introduces the user into the call; the interpreter proceeds as you directed above
7. Give the interpreter time to interpret between you and the user and continue the conversation
8. Let the user and the interpreter know when you have finished

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Handling incoming service user calls:

If you have conference facilities:

1. Put the user on hold using your organisation’s conference call facilities (try to obtain the caller’s telephone number in case they hang up while on hold)
2. Follow steps 1 and 2 for ‘When the service user is with you’. Tell the operator that the user is on hold
3. Brief the interpreter, then conference your client into the call

If you don’t have conference facilities:

1. Note the user’s telephone number, language and, ideally, name
2. Assure the user that you will call back shortly with an interpreter
3. Follow the procedures for ‘Making a call to a service user:’

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Text translation:

Language Line offers document translation into or out of English and over 100 other languages. You can obtain an estimate of the cost of a translation by sending the basic text by e-mail to translations@languageline.co.uk or you can call the Language Line project managers for assistance, on 0800 917 6564.

When sending documents to be translated, please provide the following details:

1. Target language(s)
2. Word count
3. Deadline
4. The format you would like the translated document to take (on a CD or floppy disk, for example)
5. Contact and invoicing details
6. Also say whether you would like the document to be professionally designed and whether you would like it proofread.
7. Forward document (s) to the Language Line Translations Department by:  
   e-mail: translations@languageline.co.uk
   Fax: 020 7520 1450
   Post: 11-21 Northdown Street, London, N1 9BN
8. You should receive a quote within 24 hours To confirm go ahead, provide Language Line with a purchase order or official authorisation through your departmental manager or budget holder Your finished translation will be delivered by the agreed deadline by your choice of email, post or fax .

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Text to speech:

24-hour over-the-phone translation of short documents (letters, certificates or notes) where written translation is not required. Available into and out of English and most ethnic community and European languages.

1. Provide the following details when forwarding your document(s)
   • Customer ID code and organisation
   • Preferred date and time for a call back with an over-the-phone interpreter
   • Name and direct telephone number of person to be called back
   • Document language – if not known, we can help you identify it. If English, specify the language you would like the document read out as.
     
     Or you can forward a completed Text to Speech form from www.languageline.co.uk
2. Fax or e-mail your details and the document to: 020 7520 1490, texttospeech@languageline.co.uk
3. Language Line will confirm the call back details by phone
4. At the agreed call back time, the interpreter has a copy of your document. Brief the interpreter, explaining your needs:
5. What information you require from the non-English text or
6. A spoken translation of the English text for a user who is with you
7. Let the interpreter and the user know when you have finished

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What happens next?

A bill for the service you have used will be sent to the Social Services Language Line administrator. Your name will appear on the bill, and you will be contacted for a cost code from which the bill can be paid.

For general information about Language Lineyou can visit their main site at: www.languageline.co.uk