European Legal Interpreters & Translators Association (EULITA)
Friday 25th November 2011
Metropolitan Police Service (MPS)
Mechanisms to Determine Quality in
Interpreting & Translating
Amanda Clement
MPS Language & Cultural Services (LCS)
1
EULITA Conference 2011 - MPS LCS Presentation
Today's Presentation
 Background to the LCS programme of change
 Objectives and benefits of the LCS programme
 Projects successfully delivered so far
 Current projects planned for delivery
 Results for the LCS programme
 Feedback from our customers
 Looking ahead to the 2012 London Olympics and beyond
2
EULITA Conference 2011 - MPS LCS Presentation
The challenges we face in policing London
35,000
XX%
620
50 x >10,000
5,000
1
340+
15,000
15m / 11m
3
EULITA Conference 2011 - MPS LCS Presentation
The need for change in delivering our service
A review of the existing system concluded that it needed to be brought up to date to
meet the demands of modern policing, due to:

Limited linguistic resources availability e.g. interpreters
 Uneven distribution of work across resources

Increasing costs
 Annual cost of £13m
 Rise of 45% since 2003
 Travel accounting for 33%

Rising waiting times
 Loss of 200 hours daily

Changing demographic of London
Analysis of crime trends and data conducted as part of the review further
emphasised the need for change.
4
EULITA Conference 2011 - MPS LCS Presentation
What we aim to achieve

Quicker access to linguistic support

Proactive approach

Improved efficiency

Greater internal resources

Changing work practices and cultural attitudes
 Revision of task allocation

Developing skills of workforces

Raising awareness / interest from external partners and other agencies

Proliferation of shared services

Increasing use of technology
5
EULITA Conference 2011 - MPS LCS Presentation
Our achievements so far:
Interpreter and Specialist Deployments
The launch of the Interpreter Deployments Team in September 2009

A 24 hour call centre set up to manage all requests for the scheduling and deployment of
interpreters

Approximately 100 assignments per day and 3,000 per month

Over 65,000 assignments have been completed in two years

90% of all assignments are allocated within 30 minutes (70% within 15 minutes)

MPS list consists of 383 interpreters and 60 translators in 86 languages
The enhancement of the Specialist Deployments Team from July 2009

The team improves the way that MPS staff with linguistic, cultural and life skills are
recruited, managed and utilised on assignments via a volunteer database

Number of volunteers increased from 500 to nearly 1,000

In 2011, the team has quadrupled its deployment rate and completed over 1,000 assignments

In last year: 71 languages; 23% Covert / Homicide cases; 21% Tamil culture; 18% Arabic

New Common European Framework of Reference (CEFR) benchmarked self-assessment; Skills
recorded against MPS Language Framework
6
EULITA Conference 2011 - MPS LCS Presentation
In a typical week for Interpreter Deployments – 09.10.11

651 deployments

49 languages

59% detainee interviews

26% victim related

9% witness related

7% 1st appearance + Virtual Courts

90% of assignments within 30 mins

96% of assignments within 60 mins
26%
Polish
Romanian
Polish
Portuguese
Romanian
Lithuanian
Portuguese
Arabic
Lithuanian
Turkish
Arabic
Bengali
Turkish
Spanish
Bengali
Punjabi
Spanish
Tamil
Punjabi
Tamil
7
EULITA Conference 2011 - MPS LCS Presentation
In a typical week for Interpreter Deployments – 09.10.11
49%
33%
Westminster
Murder
Brent
Rape & Serious
Newham
Sexual Offenses
Ealing & Southall
Human Exploitation
Haringey
Child Abuse
Lambeth
Kidnap
Enfield
Counter-Terrorism
Southwark
Flying Squad
Tower Hamlets
Traffic
8
EULITA Conference 2011 - MPS LCS Presentation
Specialist Deployments for 2010 - 2011
 631 deployments
18%
Arabic
 60 languages, including:
Polish
 Guinea Bissau
Spanish
 Street slang
BSL
 Bravanese
Portuguese
 Community, culture, faith
Punjabi
Romanian
 Autism, shorthand, genealogy
French
Turkish
9
EULITA Conference 2011 - MPS LCS Presentation
Specialist Deployments for 2010 - 2011
23%
21%
Covert
Tamil culture
Homicide
Pakistani culture
Westminster
Shia faith Iraq/Iran
Child Abuse
Irish traveller community
Sexual Offences
Muslim culture
Non-MPS
Kurdish culture
Counter Terrorism
Trinidad culture
Lambeth
Sikh politics
Economic Crime
Bengali culture
Traffic
Georgian culture
10
EULITA Conference 2011 - MPS LCS Presentation
Our achievements so far:
Interpreter Standards and Qualifications

All interpreters must be registered with National Register of Public Service Interpreters
(NRPSI)


British Sign Language (BSL) interpreters and lip speakers must be registered with National
Registers of Communication Professionals working with Deaf and Deaf blind People (NRCPD)
All translators must have Chartered Institute of Linguists (CIoL) Diploma in Translation or
equivalent
Qualifications for MPS Interpreters and Translators

MPS Test is available for 53 languages, with 2 test sittings per year

Equivalent level to Diploma in Public Service Interpreting DPSI (C1)

Recognised by NRPSI as threshold qualification to work within police service (s)

All interpreters and translators must demonstrate quality experience in legal interpreting
and translation

Preference will be given to those that demonstrate familiarity with police and court
procedures

All must secure MPS security clearance before being listed

All are issued with letters of engagement detailing their responsibilities and our
expectations
11
EULITA Conference 2011 - MPS LCS Presentation
Our achievements so far:
Interpreter Standards and Qualifications
Training for MPS Interpreters and Translators

Induction training

Assignment-specific training

Administrative skills training

Focus on Remote Interpreting training

Selection of interpreters with specific training

Continuing Personal or Professional Development (CPD) points recorded on
training record
We will also be conducting a review of our other training activities, for example,
rolling training schedules.
12
EULITA Conference 2011 - MPS LCS Presentation
Our current projects:
Remote Interpreting via Video Conferencing Technology
Remote Interpreting will eliminate long wait times and minimise travel delays
 reducing taxpayer costs
 providing a faster, more streamlined service

Two hub sites are in operation at Hendon and Ealing

Three more hub sites are under construction at the Isle of Dogs, Lewisham
and Paddington

Four further hub sites have been selected at Morden, Edmonton, Gipsy Hill
and Ilford

Eight pilot sites have been installed in four MPS boroughs - Westminster,
Lambeth, Ealing and Newham
 34 units are in daily use at these MPS boroughs
13
EULITA Conference 2011 - MPS LCS Presentation
Our current projects:
Officer Language Training
The programme comprises of comprehensive skills assessments, development plans and training courses
Level 1


Since June 2010, 148 officers have completed Level 1 Language Training with a pass rate of 70%, of
whom 41% achieved the highest grade
110 further officers due to complete training by end of November, with enrolment open for 2012
Level 2



78 candidates out of a total of 82 passed the Level 2 Language Training - the certificate of bi-lingual
skills
Around 45 officers starting courses between October and December 2011
Looking to accredit approx. 80 officers and staff per year in future
Planned




By December 2011, 500 officers and staff will have received Level 1 or 2 Language Training
Four more Level 2 Language Training courses are planned for 2011
Level 2 training planned for 2012 with assessment in January to March 2013
Level 3 Language Training courses are planned for 2012, which will give candidates a degree-level
qualification
14
EULITA Conference 2011 - MPS LCS Presentation
Our results so far

With these initiatives, the programme has achieved savings of £9.6 million
between 2009 and 2011

We are expected to achieve savings of £17.5 million once the programme is
completed in 2012

The cost of language services has been reduced from £12.5 million to below
£9 million in the last 2 years.

The improvements have also reduced interpreter travel time by 27%

The video-conferencing pilot has already reduced the cost of assignments by
£68 against average assignment costs and the time taken to complete an
assignment (including travel time) has been halved
15
EULITA Conference 2011 - MPS LCS Presentation
The response from our customers
In a recent survey for the Interpreter Deployments Team

Overall satisfaction with the level of service - 94% of respondents rated the level of service provided
by the IDT as good or very good

Ease of Use - 92% of respondents rated the service as good or very good for ease of use

Overall perception of the IDT - 92% of respondents were left with a good or very good perception of
the IDT
Feedback from the Level 1 Language Training courses

Recent feedback from an MPS borough showed how the courses had improved officer’s confidence,
provided a more professional service and removed communication barriers that had hindered
community engagement

Improving language skills - 90% of Level 1 attendees said that the course improved their overall
language skills e.g. speaking, listening, reading
Recent feedback for the Specialist Deployments team

Overall satisfaction with the level of service - 88% of volunteers rated the rated the level of service
provided by Specialist Deployments as good or very good

Performance of volunteers - 97% of users rated the level of service provided by volunteers as good or
very good
16
EULITA Conference 2011 - MPS LCS Presentation
Looking ahead to the Olympics

We aim to provide comprehensive linguistic support services to all areas of
the MPS

Full roll-out of video-conferencing coverage across all 32 MPS boroughs - two
video-conferencing units will be installed at each police station to link to the
nine hub sites across the MPS

Introduction of an Initial Contact solution - an interactive touch screen tool for
deaf and non-English speakers to communicate with police officers at police
station front counters and custody suites

Installation of a scheduling software system that aims to provide a range of
services, including scheduling and managing resources, keeping a record of
skill sets and billing

Providing access to telephone interpreting from officers' radios

Extending our services to a wider audience, including other police forces,
agencies and the wider Greater London Assembly (GLA) family
17
EULITA Conference 2011 - MPS LCS Presentation
Thank You
18
EULITA Conference 2011 - MPS LCS Presentation
Descargar

Mandatory E