1. Interpretation Resources Tamara Hoogerdyk, Settlement Services Coordinator New Canadians Centre Peterborough

2. Was this exercise hard or easy? Did you feel like you were always one step behind? Do you think a non-Native English speaker might feel like this? What would have made the exercise easier?

3.  Facing listener and not turning away while speaking  Using simpler words (SWISS – Short Words in Short Sentences)  Allowing time for listener to process the words  Pausing after phrases or short sentences.  Repeating yourself, using synonyms if required  Checking listener comprehension by paraphrasing (not asking "Do you understand?")  Writing down important information

4. When to Use an Interpreter First attempt to communicate with the client in English; once they are comfortable with you, their English skills will often improve. Use an interpreter if you are unable to communicate even basic information to a client, or if it is essential for a client to understand information fully without misunderstanding.

5. Languages needed for Interpretation Common languages in Peterborough are Spanish, Arabic, Somalian, Mandarin, Korean, Farsi. But Peterborough is diverse and you may also have a need for Russian, Vietnamese, Kurdish, Pashto, or anything.

6. Where to find an Interpreter Ideal situation = professional interpreters from outside of Peterborough  Higher skill level  Specialized training, maybe in medical and legal terminology  Avoid confidentiality issues inherent in a small community (with even smaller sub- communities)  However, this is not always feasible - usually because of expense, but also because of lack of local professional interpreters

7. Professional Interpretation Professional interpretation is available in this area through three agencies (and probably others). None are based locally.

8. CEOTIS – Central Eastern Ontario Translation and Interpretation Services is housed at Quinte Immigration Services in Belleville. http://www.quinteimmigration.ca/translation/ MCIS is a social service enterprise which provides services in language interpretation, translation, skills testing and training under grant and fee based programs. Toronto-based organisation. http://mcislanguages.com/ Multi-Languages Corporation - Toronto certified translation and interpretation service provider working in multiple languages.www.multi-languages.com/

9. In addition to in-person interpretation, there is phone interpretation and message relay In Person cost approximately $60/hr, min 2 hrs, + mileage Phone interpretation $60/hr, long distance charge, min ½ to 1 hour Message relay flat fee approximately $30 Usually, services can be provided very quickly. It depends, however, on the language and whether they need to find someone to come to Peterborough (vs. phone interpretation)

10. Free Professional Interpretation Free interpretation through MCIS is available for victims of abuse (any type of appointment) However, you need to either have a contract with MCIS to access the free service or go through an agency here that does, such as the New Canadians Centre or the YWCA.

11. Other Interpretation Options Staff Members: You may be able to survey staff, especially in a larger organisation, to see if they speak multiple languages. It can also be an asset listed in a job posting.

12. Family/Friends: Problems with using family members/friends  May be reluctant to ask questions when they do not understand or when they are embarrassed.  Sometimes family members/friends will not give the patient a provider's full and complete explanations. They might not agree with the provider. Conversely, they may miscommunicate the patient’s message, preferring that the provider hear their version of the situation.  Emotional involvement often results in a tendency to protect the patient from bad news  Make a decision that the provider doesn't need to know "all this extra information."  Biggest issue is confidentiality. A person may not want to disclose upsetting private information or secret issues in front of a relative.

13. Problems with using children  Role reversal - The child ends up having to process information and provide help and support to the parent or other adult.  It is unlikely that children understand all the intended messages, even when they say (and believe) they do.  Guilt - It is easy for children to feel they are the cause of suffering because they said something painful or made a mistake in conveying a message.  Adults more likely to omit important information because they do not want the child to know sensitive aspects of their lives.  Children do not understand confidentiality

14. Times to Use Family and Friends  Never good to use children, but can be okay to use family and friends  Information is not complicated  Unlikely to be serious consequences for misinterpretation or omissions  Information is not sensitive (e.g. help getting a driver's licence)  Person requests that a family member comes to interpret

15. Other Service Providers: If proving specific types of information, interpretation may be available through larger organisations. For example 211 has information on community and government services and can access interpreters. WSIB also has interpreters. Can also find material that has been translated, for example at www.Settlement.org or InMyLanguage.Org or from organisations in your fieldwww.Settlement.org

16. New Canadians Centre can assist in the following ways:  Staff are generally not able to provide interpretation services but may do so in emergency situations  Train your staff in multicultural communication (PPCII)  Work with you to develop interpretation policies/materials  The NCC maintains a list of volunteer community interpreters to assist people to access key social services. We may be willing to share this list with more organisations providing they agree to certain conditions (such as not sharing or publishing the interpreters' information).

17. How to Use an Interpreter Properly Give as much advance notice as possible; be flexible in arranging appointment dates and times Give interpreter context and details about the interpretation when you call them (so they can prepare) Allow time for interpreters to introduce themselves to you and to the client; this is an important part of their role

18. Cultural Interpretation To me, culture is what you don't have to explain. Culture is what's normal or expected in any given situation and is not specific to countries or ethnicities – we all belong to many cultures Interpreters may or may not be able to help with cultural interpretation – they may speak the same language but come from a different country, region, cultural group, socioeconomic class, etc. Ask the person you are working with to help you understand. Don't assume you understand the reasons behind a person's behaviour, especially if it seems “wrong”. For example, she’s not looking at me, so she’s not interested in what I’m saying. Ask questions to help yourself understand - just be respectful and avoid yes or no questions. Training on cultural communication is available through the PPCII