TBW Interpreting Services - WordSynk User Guide (MoJ) - v1.0

Welcome to the Interpreting Services User Guide

Welcome to the guide for accessing communication support from thebigword. Whether you need a face-to-face interpreter, telephone interpreting, video remote interpreting, spoken or non-spoken interpretation or further support, this guide has got you covered. In this guide, you will find step-by-step instructions on how to book face-to-face interpreters, access instant language support through telephone interpreting, and utilize state-of-the-art video remote interpreting. We will also provide guidance on seeking additional support if necessary. Our fast, simple, and efficient online portals are your go-to for booking the interpreters you need. WordSynk, our central platform, allows you to access interpreting services and provides reporting information on your service usage. To assist you in working effectively with interpreters, we have included resources to help you understand how to interact with our expert team. Additionally, a comprehensive glossary of terminology related to language support is provided for your reference. With this guide, you will have all the information, support, and tips you need to access communication support from thebigword. Take advantage of our services and streamline your communication today.

All the information you need for communicating in any language can be found in this guide but if you need further support, please contact thebigword Helpdesk: 03333 445 701.

FACE-TO-FACE INTERPRETING

How to Create a Booking

Learn how to efficiently schedule a new interpreter booking through the WordSynk portal. This guide walks you through selecting the necessary business units, appointment details, and location settings to finalize your request.

Preparing to book a face-to-face interpreter

Prior to booking an interpreter for a face-to-face interpreting session, you need to consider a few questions and make sure you have the answers prepared.

Identify the language

Make sure the language is correctly identified in your paperwork. You can use the printed language identifier to help you understand language by country. If you require a language identifier please contact your Account Manager.

Identify the appointment type

Understanding what type of appointment the interpreter will need to attend is critical. We need to make sure the interpreter has the relevant skills, experience, qualifications and security clearance to manage the appointment. Appointment types will vary according to your business area.

Know the time and date

Before booking an interpreter, make sure you are aware of the time and date they will be needed. You will be asked for key information about when they are needed and what time they will need to attend to make sure you have the language support you need. An option is also available if you need an interpreter to attend for several days consecutively to support appointments.

Estimated Duration

Please provide an estimated duration that you expect the interpreter will be needed at your location. This will ensure the interpreter is booked, prepared and made available for the entire duration of the appointment. We understand that in some cases, appointments will not always run to the expected time and the actual duration will be agreed between you and the interpreter after the appointment has ended.

Additional Notification

At the time of the booking, it is important you have the names and e-mail addresses of the people who will be dealing with the interpreter during the appointment as well as details of anyone else who would need to be notified of this booking. They will be provided with all details needed, including photo identification, a timesheet and information on the interpreter who will be supporting your appointment.

Ways to book a face-to-face interpreter

You should book an interpreter through WordSynk as it will secure interpreters for your appointments faster. If you are unable to access this online system then we have additional methods available to support you in these situations.

WordSynk

thebigword’s WordSynk portal is your central platform for account access, requesting interpreters, managing invoices, viewing and downloading reports on usage and spend. It can be accessed at https://portal-uk.wordsynk.com/.

You should have already been provided with a unique username and password. If you are unable to access WordSynk, please contact your System Administrator, SPOC, or the relevant contact for your business area.

Helpdesk

Bookings for a face-to-face interpreters can be made by calling the Helpdesk on 03333 445 701. They will then guide you through the process of completing the booking form that can be found on the WordSynk portal.

Email Request

Bookings can be made via email if necessary. Please email us from your secure email account to [email protected] to secure a face-to-face booking. You will be sent a form which will request all necessary details.

Police bookings

Police Forces across the UK may place bookings for interpreters to attend courts. This will usually be done out of hours when courts are closed and the requirement is urgent. (For example: interpreter required in the morning).

As Police Officers are required to call thebigword to make a booking, these are made against a generic account called ‘Police Booker’. For any booking made by the Police, you will see this user name in any correspondence relating to this booking.

The default copy (cc) addresses at each Magistrate and Crown court will be automatically notified of such bookings and will be in receipt of all notifications with regards to those bookings as well as confirmations and timesheets once an interpreter has been assigned.

Once the request has been made by a Police Officer, the responsibility for the booking lies with the court it was booked for. Courts are then responsible for managing the booking, managing the interpreter on the day and closing the booking(s) on the client portal. This includes providing actual durations of the booking(s) or approving entered durations provided by the interpreter.

Managing the interpreter on the day

The interpreter will arrive at the venue and will make contact with the person identified on the booking form before presenting their identification card and timesheet.

On arrival

They will follow any specific instructions that were included when you made the booking and will also have prepared any key information or terminology if requested. Please show them to an appropriate holding area while they wait for the appointment to begin. It is important to maintain impartiality by keeping the initial communication with the interpreter to a minimum.

If the interpreter fails to attend

If the interpreter fails to attend the appointment, please contact the Helpdesk immediately on 03333 445 701 and they will work to investigate the delay and find an urgent replacement if required/possible.

If the interpreter is unable to attend or is delayed, we will call the contact named in the booking form immediately. It is best practice to add direct contact numbers on the booking form.

Check their Identification (ID) badge

Every interpreter is assigned a personal identification badge that includes a photo of the interpreter. Check the information on the ID badge matches the information on the timesheet and that the photo matches the interpreter attending.

If the photo or information does not match, do not proceed with the booking and contact the Helpdesk on 03333 445 701 immediately.

Managing the interpreter on the day

BOOKING SEARCH AND INFORMATION

You can search for bookings using any of the options available within the Bookings section of the WordSynk Portal dashboard.

Calendar View

You can view the appointments in a monthly or day view by following these steps.

INTERPRETER SUMMARY

After the booking is fulfilled, you can find out more information about the interpreter allocated to your booking using the Interpreter Summary option.

BOOKING ON BEHALF OF ANOTHER USER

For users with the right access level, WordSynk allows you to create a booking on the behalf of someone else.

INTERPRETING TIMESHEETS

Once an interpreter is assigned to a booking, you will receive an email notification containing an attachment of the interpreter’s photo timesheet. This confirms an interpreter has been assigned to your booking and will include all relevant information about the interpreter.

This will include a photo ID and details about the interpreter so they can be identified when they arrive for the appointment. It will also include your unique PIN number which can be used to authorise timesheets for actual start and end times delivered.

The timesheet must be completed with the interpreter when the appointment is completed to confirm the time they have worked and their attendance.

After the appointment is complete (confirming the booking times)

Confirm the booking times using the Automated Telephone Line

The system gives clients and interpreters access to an automated telephone line that also allows you to validate and submit timesheets while on site together.

1.    Dial the phone number 03333 445 704

2.    Allow the interpreter to confirm who they are and the booking number for the timesheet they wish to submit.

3.    You can then take the phone to follow the next series of messages and prompts to confirm the actual start and end times.

You will need your booking PIN - which you can find in the body of the confirmation email and the photo timesheet received from thebigword.

Confirm the booking times by signing the timesheet (Paper Timesheet)

Paper timesheets can be completed and signed. In this instance you will review the timesheet with the interpreter on site and then sign it. Interpreters have 5 days after an assignment is completed to submit their timesheet and confirm actual times using WordSynk. The requester will be notified via email to confirm the times the interpreter has submitted using WordSynk.

All timesheets are automatically closed after 5 days from when the interpreter submits their times and timesheet information. If the requester doesn’t confirm the times before this, the system will approve them on their behalf.

Submit the actual appointment duration

This guide provides step-by-step instructions on how to submit the actual duration for appointments. It explains how to navigate to the relevant appointment, adjust the start and end times if required and submit the timesheet. By following this guide, users can easily and accurately submit the actual appointment duration.

How to review a timesheet when the interpreter has submitted actual times

Resolve actual duration dispute

This guide provides step-by-step instructions on how to resolve a dispute regarding the actual duration of an appointment. It explains how to access the relevant appointments, identify disputes, compare proposed times, and confirm timesheets. By following these instructions, users can efficiently resolve duration disputes and update the appointment status to complete.

After the appointment is complete

Timesheet disputes

By using the automated systems, we remove the risk of timesheet disputes as both parties are present at the time when actual durations are submitted. If there is a dispute, you will be sent an email requesting further information about the appointment and thebigword will contact the interpreter to obtain a signed timesheet in order to resolve the dispute.

The target time-scale to resolve a dispute is 3 working days. If the interpreter or court still wish to challenge the times please email: [email protected] for further investigation.

It is a timed authorisation process and you will be notified by the system with how long you have to respond, amend or authorise the timesheet. If you do not respond in the allocated time, the timesheet will be automatically processed and you will be invoiced against those submitted times.

Witness Statements

Depending on the appointment, you may need the interpreter to produce a written and/or signed witness statement. Interpreters are briefed on this possibility and are trained to understand what is required.

If you require a written and/or signed witness statement, please include this request in the Information to Interpreter option in the booking form.

If this is not anticipated during the booking process, please inform the interpreter of what will be required at the beginning of the appointment so they are properly briefed and prepared.

Invoicing

After the timesheets have been confirmed, they will then be processed and an invoice will be raised.

If you have any issues with the invoices, please contact the Helpdesk on 03333 445 701 or email [email protected].

SPECIAL REQUIREMENTS

Multiple languages and/or interpreters

If your booking requires multiple languages and/or interpreters, this can be done as part of the a new booking creation within the WordSynk Portal.

Multiday bookings

If you require an interpreter for more than one day (to attend a trial for example), please tick the Multi-Day Booking option on the booking form. This will open a new field and enable you to make a booking over a set number of days. Once a multi-day booking has been created, to modify the booking, please contact the Helpdesk on 03333 445 701.

Block bookings

A single day block booking can be created to book an interpreter for a continuous time period, so that multiple sequential assignments can be completed under one booking without creating separate appointments for each assignment.

Default and Saved Addresses

The Saved Addresses feature allows you to quickly reuse frequently used booking locations. You can select an address from your saved list, add a new address, or save an address as your default address. When a default address is set, it will automatically populate the address section for future bookings, helping to reduce manual entry and speed up the booking process.

Priority

A new Priority field has been added to the booking form, allowing users to indicate the urgency of a booking. This helps ensure that bookings are managed and prioritised appropriately based on their level of importance.

Sensitive Subject Matter

A Sensitive Subject Matter field has been added to the booking form, allowing users to select the most appropriate category when creating a booking. This helps ensure that suitably qualified interpreters are sourced for appointments involving sensitive subject matter.

Complexity

The booking form includes a Complexity field that allows you to specify the complexity level of the booking. A default complexity is automatically applied based on the appointment type; however, you can select a different complexity level if required. The selected complexity will then be applied to the booking.

Using the same interpreter

If the same interpreter is required for the duration of the booking, you can search for specific professionals under the Requested Interpreter option in the booking form. We will try to accommodate this request but we cannot guarantee the interpreter required would be available for all required dates. If a professional is not available for the full duration of the booking the Helpdesk team will contact the venue to discuss whether it is acceptable for a different professional to be used based on the type of appointment.

Excluding a professional to avoid conflict of interest

Using the booking form, you can search for specific interpreter under the Interpreter(s) not to use field to select the interpreter you want to exclude from the appointment. The search feature will help you identify the relevant professional for exclusion. These may be professionals with a conflict of interest or whose impartiality may be compromised by previous involvement in related cases.

Overlapping bookings

We have recently introduced additional technology into our systems to assist with the management of last minute bookings please dial the dedicated Telephone Interpreting number on 03333 445 702 and input your one time passcode provided in the email booking confirmation. You will be transferred to a Call Centre Agent who will connect you to your booked interpreter for interpreterss who are already onsite. These changes have been implemented to minimise the risk of duplicated payments for an interpreter’s time and should not have a significant impact on your way of working.

You should continue to ensure that a booking is raised for each appointment required and that any durations are confirmed as quickly as possible following the completion of the booking, especially if it has finished early. An interpreter can also attend a booking during a break by adding break times in their original booking – this can be done in the portal by the interpreter, the Client user or the Helpdesk agents. Working in this way will help to ensure that the interpreter availability is up to date and the linguist can be assigned to any last minute or additional bookings at your venue as appropriate.

TELEPHONE INTERPRETING

When your situation calls for immediate support, thebigword’s Telephone Interpreting solution is available 24/7/365 and will connect you with a language expert in more than 250 languages.

We appreciate having to deal with someone with limited English can be challenging and this system means you instantly have someone on the phone who can help you through this difficult process.

You can contact the dedicated Telephone Interpreting service on 03333 445 702.

How to pre-book Telephone Interpreting

A Telephone Interpreting session can be pre-booked using WordSynk. This is a cost-effective solution in comparison to face-to-face bookings and can suit a large number of situations.

It is recommended you pre-book a Telephone Interpreting session when rare languages are needed to ensure someone is available on the date and time required.

At the time of the booking

Dial the dedicated Telephone Interpreting number on 03333 445 702 and input your one time passcode provided in the email booking confirmation. You will be transferred to a Call Centre Agent who will connect you to your booked interpreter.

Then Press (1) to record the call or (0) to be instantly connected to an expert interpreting that language. You can now continue with your conversation with the non-English speaker.

Benefits of Telephone Interpreting

Telephone Interpreting can be accessed on demand, it provides instant access to language support, allowing you to communicate with anyone.

It is also extremely simple to use, allowing you to identify the language and then connect to a qualified interpreter within seconds. This means you can always provide support to non-English speakers even if they call or turn up at your premises without warning.

The system uses skill-based routing to connect the call to an interpreter with the right skills, qualifications and security levels.

How does Telephone Interpreting work?

As a client you will receive an e-mail with your access code, PIN number and telephone number to use to dial in and then select the right language code.

You are then instantly connected to a qualified interpreter who will expertly interpret your conversation, allowing you to communicate quickly and effectively.

Preparing for a Telephone Interpreting Call

First, identify the language you need. If it’s not clear from the associated paperwork which language you will need support with, try to communicate with a non-English speaker.

Identify the language and language code

Ask them which country they are from to narrow down the potential languages See if they can say which language they need help with, you could also use a map or chart with flags to ask where they are from.

After you have identified the language, look up the language code from the list you will have been provided.

If you are unable to identify the language, dial the Telephone Interpreting number on 03333 445 702 and then dial 700# and you’ll be connected to our specialist team of language identifiers who will assist in connecting you to the correct interpreter.

Have your Access Code and PIN ready

You should have already been provided with an access code and a PIN for Telephone Interpreting by thebigword, but if you need to register, please contact the Helpdesk on 03333 445 701. You can also access this within WordSynk.

Your dual handset or speaker phone

For telephone interpreting appointments when the non-English speaker is present, it is worth using a dual handset or speaker phone so all parties can hear the interpreter and you don’t have to hand the phone back and forth, risking missing a part of the conversation.

Preparing for a Telephone Interpreting Call

1. Dial the dedicated Telephone Interpreting number on 03333 445 702 and follow the instructions.

2. Enter your unique access code when prompted. If you don’t have an access code, please contact the Helpdesk.

3. Enter the PIN number followed by #.

4. Enter the language code from the Language list provided.

5. Press (1) to record the call or (0) to be instantly connected to an expert interpreter within that language. You can now continue with your conversation with the non-English speaker.

Language codes

To connect to a three-way call

To dial the third party, press the (*) key then press (1); enter the number you wish to dial and confirm the number when prompted. If the user does not answer the call you can leave a voicemail or press the (*) key then press (3) to redial the same number.

To try a different number or release the third party call, press the * key then press (2). Press the (*) key and then press (1) to start a new three-way call. Press the (*) key then (9) at any point to listen to the instructions again.

Hints and tips for using Telephone Interpreting

Brief the Interpreter – tell the interpreter the name of the non-English speaker, the topic to discuss and any relevant information.

Identify the interpreter’s supplier code – Make sure you are aware of the supplier code in case the call is unexpectedly dropped or you need to provide feedback or address any other issue.

Keep control – Manage the conversation and provide direction and advice.

Asking questions – You can ask the interpreter to recap or clarify anything in the session.

Speak clearly – Help the interpreter to understand you easily and avoid using jargon. Speak directly to the non-English speaker, making the conversation as natural as possible.

Be inclusive – Remember, everyone can hear all parts of the conversation so be respectful and avoid engaging the interpreter in lengthy discussions that the non-English speaker cannot understand.

Be prepared – Provide somewhere private for the conversation to take place if necessary, make sure you have all of the information you need and brief the interpreter at the start of the conversation.

Using Telephone Interpreting in a contact centre

Ask the caller their language.

Place the caller on hold – While you connect to the service.

Let the interpreter know the reason for the call – Once connected.

Reconnect the caller – Using the conference call facility and allow the interpreter to introduce themselves.

Top tips

Direct your questions to your client/caller – Make the conversation as natural as possible.

Speak clearly and distinctly – Help the interpreter to understand you easily.

Language differences – A short sentence from you may appear longer when communicated in another language.

Be patient – It can take a little time for the interpreter to build rapport with the caller. You can interrupt if you feel the conversation has digressed.

VIDEO REMOTE INTERPRETING

Our high-speed video interpreting service gives you instant access to trained interpreting professionals, specialising in spoken or sign language services via digital face-to-face media.

BOOKING INTERPRETERS USING WORDSYNK

WordSynk is fast, simple and available 24/7/365 to make or view bookings and access reports. It is a secure platform, protecting all of your details, and offers complete visibility over your interpreter bookings.

This user guide details all of the features available in WordSynk. Some features may not be available for your organisation. If you wish to set up new features, this can be arranged by contacting your Account Manager.

How to Cancel a Booking in WordSynk

Follow this guide to learn how to locate a specific booking in the WordSynk portal and cancel it if the appointment is no longer required. These steps will ensure your booking status is updated correctly in the system.

How To Amend Booking Details In The WordSynk Portal

Learn how to update existing appointment information, including service types and contact details, within the WordSynk platform. This guide provides a clear walkthrough for effectively modifying booking records to ensure your scheduling data remains accurate.

Booking Transfer to the Secondary Supplier

Under the new contract, bookings are transferred to the Secondary Supplier (Translate UK) when they are unfulfilled by thebigword.

How it works

• As per the existing process, all bookings with no exceptions must be placed with thebigword (Primary Supplier)

• All advanced notice bookings if not sourced by thebigword within three working days (Monday to Friday) are automatically transferred to Translate UK (Secondary Supplier). There is no need for any interaction or request to transfer, this will happen automatically.

• The Requester and People to Notify will be notified via email.

• The booking status in the WordSynk Portal will update to Transferred.

• Should you wish to transfer an ad hoc booking outside of this process, please contact the Helpdesk on 03333 445 701, who will arrange the transfer on your behalf.

• Please note that any manual transfer requests will be processed by the Helpdesk and the Ministry of Justice will be notified accordingly.

• ❗ Make sure to check, when making amendments to bookings or providing feedback, whether the booking has been transferred and use the correct portal.

Understanding the differences between Community and Professional Complexity bookings

The Ministry of Justice has introduced a new qualification framework for interpreters. Under the new contract, assignments are categorised according to the minimum qualification level required rather than the previous Standard and Complex booking classifications.

Every appointment offered by thebigword will clearly identify the required qualification level, enabling interpreters to understand the skills, experience and pay rate associated with the assignment. The qualification level required for each booking is determined by the Ministry of Justice.

Community Level 3

Community assignments are suitable for interpreters who hold a recognised Community Interpreting qualification at RQF Level 3, 4 or 5, or who meet the experience-based requirements for Community registration.

Interpreters working at Community Level are expected to provide:

• Consecutive interpreting

• Sight translation out of English

• Interpretation in predictable, non-specialist situations.

Professional Level 6

Professional assignments require interpreters who hold recognised specialist qualifications such as the Diploma in Public Service Interpreting (Law), Diploma in Police Interpreting, Diploma in Community Interpreting with a Police or Courts specialism, relevant interpreting degrees, or equivalent recognised qualifications and experience.

Interpreters working at Professional Level are expected to demonstrate:

• Specialist legal knowledge and terminology

• Consecutive and simultaneous interpreting skills

• Sight translation

• Written translation

• The ability to interpret both into and out of English.

Professional Level assignments require a higher degree of expertise, legal understanding and professional judgement.

What happened to the old levels (Standard, Complex and Complex Written)?

The previous complexities have been replaced as follows:

The new framework focuses on the qualifications, skills and experience required of the interpreter, providing greater clarity and consistency across all assignments.

FREQUENTLY ASKED QUESTIONS

General questions

What if I forget my log in details?

Your user name is your e-mail address. You can reset your password at any time from the login screen. Simply click Forgotten Password? and enter you email address. You will receive an e-mail with instructions on how to reset your password.

Face to Face Interpreting questions

How do we book a Face to Face interpreter?

thebigword has an online booking service called WordSynk. This has been set up for all individuals within the Ministry of Justice and unique log in details have been sent to all contacts who need to book interpreters. If you have not received your log in details, please contact the Helpdesk on 03333 445 701 or email [email protected]

How do I cancel or amend a booking?

All bookings made through WordSynk can be amended or cancelled 12hrs before the booking starts. Simply open the booking and edit the details or cancel it as needed. If you need to cancel or amend a booking within the 12hr before the booking starts you should contact the Helpdesk on 03333 445 701, email [email protected], or contact your service admin.

Can I book the same professional again?

When going through the booking process via WordSynk platform you can choose the Requested Interpreter option in the booking form. This will then allow you to search for a specific interpreter.

How do I access my booking details?

The Dashboard the WordSynk portal will show all active bookings made by you. You can also use the Booking Search feature to show all of the bookings made within your organisation. This stops duplicate bookings and allows you to see other members of staff bookings should they be away from the office.

How will I know that the interpreter has been booked?

Once we have selected an interpreter for the booking, you will receive an email confirming the interpreter details and an attached timesheet.

What is the cost of a Face to Face interpreter?

The Ministry of Justice has a system for classifying bookings for qualified interpreters providing interpreting and translation services. Interpreters will be paid according to the complexity of the booking - Community or Professional. The categories reflect the level and skill needed from interpreters and rates of pay rise accordingly.

How to download timesheets?

PDF timesheets are now automatically generated and available for download at the end of the Main Booking Summary page. Here is the step-by-step guide.

How to view the coordinator assigned to a booking / how to view and export booking changes made to a booking?

If you want to know which coordinator is assigned to a booking, and assisting with sourcing an interpreter, or you want to know if any changes were made to a booking, who made the changes and what these were, you can follow this step by step guide.

Telephone Interpreting questions

How do I start using Telephone Interpreting?

You require an Access and PIN Code. Both of these are eight digit numbers that are unique to your organisation. It gives you immediate access to thebigword’s Telephone Interpreting service through your own personal account.

Where do I obtain my Access and PIN?

Your access code should have been provided by thebigword. If you have not received your access code, please contact the Helpdesk on 03333 445 701 or email [email protected]. These details can also be located under the Preference tab in WordSynk.

What if I can’t identify the language I need interpreting?

If you can’t identify the language you need interpreting, thebigword will do it for you. Once you enter your access code, simply dial 700# and you’ll be connected to our specialist team of language identifiers who will assist in connecting you to the correct interpreter.

Why can’t I speak to an operator?

In order to improve efficiency, thebigword’s Telephone Interpreting service is fully automated and controlled through your telephone keypad, all you have to do is enter the appropriate codes to connect to the interpreter you require, which means you don’t have to speak to an operator.

My Access Code isn’t recognised. What do I do?

Always ensure you enter your access code carefully, listen for the tone after you input each digit and always enter the # key at the end of your code. For assistance at any time please call 03333 445 701.

It is an emergency and I need assistance - I can’t access the service but must speak to an interpreter urgently.

You can contact our emergency helpline 24/7 by calling 03333 445 701.

What are the costs of telephone interpreting?

Each call is charged per second, meaning you only pay for the time you are on the phone. This makes Telephone Interpreting much more cost-effective than other language solutions.

Do I need special equipment?

You can use any telephone which has a microphone and external loudspeaker or use an additional handset which is easily connected into the back of your phone.

User Administration

This guide provides essential information for efficiently creating new user accounts in the Wordsynk Portal. It outlines the step-by-step process, including creating, amending and deleting user accounts.

FEEDBACK AND COMPLAINTS

We welcome all of your feedback and will constantly work to improve the service and fulfil your needs. Similarly, please notify thebigword of any complaints so we can find a resolution and prevent similar issues from arising in the future.

Providing an Appointment Rating in WordSynk

Providing feedback using the Helpdesk

You can deliver feedback or complaints by contacting thebigword Helpdesk directly. Please call the Helpdesk on 03333 445 701 or email [email protected].

Make sure you provide all relevant information including your contact and assignment details or service problem. All complaints are acknowledged within the first hour and resolved within 3 workings days.

Feedback process

TECHNICAL SUPPORT

SUPPORT MATERIAL

Included here are links to all of the materials you may need for accessing language services from thebigword. You can get posters, desk guides and pocket guides for your office and team, access the other user guides for thebigword’s range of language services or view a range of video demonstrations to help you understand how to use each service.

Paper support materials

We’ve created a pack of materials to help you access our services whenever you need any language assistance. It is full of really useful items we think will be a big help. You can also view these digitally through the dedicated MoJ Microsite.

DEFINITIONS

The Ministry of Justice has a system for classifying bookings for qualified interpreters providing interpreting and translation services. Under the system, interpreters will be paid according to the complexity of the booking - Community or Professional.

Professional Level 6 (RQF Level 6) – at this level an interpreter combines knowledge of specialist legal contexts and terminology with the oral and written professional skills to provide high level consecutive and simultaneous interpreting, sight and written translations in two directions – into and out of English.

• Qualified Professional Interpreter: An interpreter holding a full specialist professional or educational Qualification in interpreting; including Qualified legacy MoJ interpreters

• Experienced Professional Interpreter: An interpreter qualified in languages, supplemented with interpreting experience; Or Holding a government accreditation; Or With experience only; Or Experienced legacy MoJ interpreters

• Qualified Community Interpreter: An interpreter holding a full community interpreting Qualification; including qualified legacy interpreters previously registered with MoJ

• Experienced Community Interpreter: An interpreter with language skills supplemented with community interpreting experience; Or Experienced legacy MoJ interpreters

LANGUAGE LIST

Below is the full list of languages available for interpreting, translation and transcription and how these languages are displayed in portals you use. If the language required is not available in the system please contact the Help Desk at [email protected] or you can call 03333 445 701.

ACCESS THE LANGUAGE LIST HERE

GLOSSARY

Access code and PIN code

Every identified member of Ministry of Justice staff will be issued with an access and PIN code to use when using Telephone Interpreting services. This unique code will be needed during the automated process of connecting to an interpreter.

Appointment type

Every potential appointment has been identified by the Ministry of Justice and you will be asked to select the relevant appointment type when completing the Booking Form.

Automated Telephone Line

Allows interpreters and end clients to validate timesheets at the end of a face-to-face interpretation appointments. Dial 03333 445 704 and follow the instructions. You will need your unique access code and PIN to complete.

Dashboard

A menu button on the WordSynk system that provides information about all active interpreter bookings.

Face-To-Face Interpreting

A session where an interpreter attends your location and provides language support in person, interpreting what you and the limited English speaker are saying.

Helpdesk

thebigword has a dedicated team of experts on a Helpdesk to help you overcome any issues and answer any questions. The Helpdesk can be contacted on 03333 445 701 or via email at [email protected]

ID Badge

Every Ministry of Justice interpreter is issued with a personal identification badge that includes an image of the interpreter and all relevant information about the work they are cleared to complete.

Interpreter Code

Every interpreter is equipped with a Supplier Code. Please make a reference of a supplier code in case you need to provide feedback/ want to work with the interpreter again.

Language Code

Every language available through Telephone Interpreting has a unique Language Code. You will need to use this code to access the language you need.

Language Identifiers

If you are unable to identify the language and you need support with, thebigword has a specialist team of language identifiers who will do this for you. They can be contacted by calling Telephone Interpreting on 03333 445 702 and then dialling 700#.

Limited English Speaker

Someone with limited English skills who will need the support of an interpreter to effectively communicate with anyone working for the Ministry of Justice.

Mobile Application

A mobile application for Ministry of Justice interpreters provided by thebigword that allows interpreters and clients to validate timesheets at the end of a face-to-face interpretation appointments.

Multi-Day Booking

The Multi-Day Booking option is available on the Booking Form and is used if you require an interpreter for more than one day, to attend something like a trial for example. If required, tick the Multi-Day Booking option. This will open a new field to enable you to make a booking over a set number of days.

Community and Professional

The Ministry of Justice has a system for classifying bookings for qualified interpreters providing interpreting and translation services.

Under the new system, interpreters will be paid according to the type of booking they are assigned - Community or Professional.

Target Language

The language you need the interpreter to be able to communicate in and support the non- English speaker.

Telephone Interpreting

Instant access to expert interpreters over the phone who will provide language support, interpreting what is being said between you and the non-English speaker you are communicating with.

Timesheet

Every interpreter attending a face-to-face interpreting appointment is issued with a timesheet. The end user also receives a copy of the timesheet to confirm the booking and get all of the information they need about the interpreter. The timesheet must be validated by both the end client and the interpreter at the end of the appointment.

Unique PIN

Every member of Ministry of Justice staff will be issued with unique PIN to use when using face-to- face interpreting services. This unique code can be used to validate interpreter timesheets and complete the booking. If you do not have a unique PIN, contact the Helpdesk on 03333 445 701 or via email at [email protected].

Video Remote Interpreting (VRI)

An exclusive service that is only available at selected courts offering video conferencing facilities. In this service, an interpreter will attend a court close to their location that offers video conferencing facilities and then provide interpreting services to a court in another location via video link. To create a VRI booking, please follow the steps as shown on page 12.

WordSynk

WordSynk is thebigword’s online system for accessing interpreting services. It is fast, simple and available 24/7/365 to make bookings or access reports on trends and spends. It is a secure platform, protecting all of your details and offers complete visibility and control over your interpreter bookings.

It also allows you to view all bookings and view a calendar to check future appointments. WordSynk can be accessed at login.wordsynk.com.