28. Memorandum submitted by
Language Line Limited
LANGUAGE LINE
Language Line is the leading supplier of language
services to public sector organisations in the UK. We provide
a variety of language solutions that enable public sector bodies
to improve access to their services; these include telephone and
face-to-face interpretation as well as text-to-text and text-to-speech
translation.
Amongst those organisations which utilise Language
Line are: the UK Immigration Service, the National Asylum Support
Service, the Department for Work and Pensions, NHS Direct and
numerous local authorities, housing associations and police, fire
and ambulance services.
Given the nature of our services, Language Line
comes into contact with asylum applicants on a daily basis. We
have developed a detailed understanding of the challenges and
difficulties which face them both during the application process
and when trying to access public services. In particular, Language
Line is familiar with the considerable problems asylum applicants
experience as a consequence of language barriers.
Language Line believes it is essential that
organisations involved in the asylum process understand the vital
importance of providing professional and confidential language
services to applicants who cannot speak fluent English.
Our submission to the Committee focuses on language
issues in asylum applications with particular regard to two of
the questions raised in the inquiry's terms of reference:
— How adequately and fairly are asylum
applications managed today?
— How adequately is support provided
to asylum seekers by the National Asylum Support Service?
ADEQUATE AND
FAIR MANAGEMENT
OF ASYLUM
APPLICATIONS
An asylum application cannot be considered to
be "adequately and fairly managed" unless the applicant
has a full understanding of the procedure and is satisfied that
he or she has understood any discussions with the immigration
authorities and any relevant documentation. From first hand experience,
Language Line knows that a lack of understanding on the part of
the applicant can cause immense distress. Language services play
a crucial role in facilitating understanding between authority
and applicant.
Nor can an application be considered to be adequately
and fairly managed if the applicant has suffered undue delay as
a consequence of language difficulties. It is incumbent on public
sector organisations which deal with asylum applicants (and indeed
others who do not speak fluent English) to make provision for
inevitable language needs, and to ensure the service they receive
is equal to that of English speakers. For the organisations concerned,
the use of professional language services introduces efficiencies
in time and costs, as misunderstandings and delays are minimised.
Finally, in order for an application to be considered
adequately and fairly managed the applicant must have confidence
in the process. The existence of language services provides applicants
with reassurance about what is a complex and difficult process.
However, this is only the case if the applicant knows that the
whole process is conducted in a legitimate manner. The legitimacy
of language service providers is no exception to this; it is vital
that anyone providing such services is officially appointed, professionally
qualified, security cleared and bound by confidentiality agreements.
The setting of common standards for language provision across
Government organisations would ensure a consistent level of service,
thereby helping to promote confidence in the application procedure.
Language Line believes that an across-the-board
examination of public procurement processes for language services
is necessary and there are a number of key features that should
be incorporated in a new centrally co-ordinated procedure. These
features are listed at the Appendix. While improvements in procurement
procedure are required across the public sector, however, it is
particularly important that organisations involved in the asylum
process lead the way in ensuring best practice in language service
procurement.
Language Line does not believe that all organisations
involved in the immigration process currently achieve best practice
in procurement, nor best practice in their provision and use of
language services. Consequently we do not feel it can be said
that asylum applications are adequately and fairly managed. However,
we are optimistic of the potential for improvements and intend
to undertake a dialogue with relevant ministers and officials
in order to facilitate such improvements.
THE NATIONAL
ASYLUM SUPPORT
SERVICE
Language Line provides a telephone interpretation
service to the National Asylum Support Service (NASS). This service
plays an important role in assisting NASS in its provision of
support to asylum seekers who do not speak fluent English. However,
there are a number of ways in which the language support provided
to asylum seekers by NASS could be greatly improved by addressing
its procurement, management and utilisation of language services.
The provision of services by Language Line to
NASS comes within the remit of a wider contract which has developed
and expanded to include NASS. As a consequence, understanding
of the nature of the service and responsibility for language issues
within the organisation is not as strong as within other organisations
with which Language Line works. Language Line also finds that
individuals within NASS who are in contact with asylum applicants
have a limited understanding of the service, the role it plays
in supporting applicants and how and when to utilise it.
Language Line believes that support to asylum
seekers by NASS would be greatly improved if there were clear
lines of accountability within the organisation for the delivery
of language services and the co-ordination of contracts with providers.
This requires senior personnel within NASS to take ownership of
language issues and demonstrate understanding of their importance.
(The provision of translation services to NASS is tendered on
an entirely different basis to the telephone interpretation contract).
Whilst NASS is making efforts to ensure that
it is able to cater for language needs (with the provision of
both oral and written language services) there is a clear need
for greater oversight and co-ordination of services. In addition,
efforts must be made to facilitate improved understanding amongst
key "users" of language services—service providers
should have access to frontline staff to ensure they receive adequate
training and feel confident about utilising language services.
In summary, in terms of language services, there
is room for improvement before the support NASS provides to asylum
seekers can be described as adequate. However, there is a general
acceptance of the need for language services and Language Line
believes that small but significant changes in organisational
arrangements can swiftly address the shortcomings we have identified.
Language Line welcomes the review of the operations of NASS announced
by immigration minister, Beverley Hughes, last month. We will
be contacting the review team to express our views on its organisational
arrangements and procurement procedures.
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