Language and Interpretation and Translation Service

Tender description

Westmorland and Furness Council (hereafter referred to as the Council) is committed to ensuring members of the public can access its services. The Council requires a Language Interpretation and Translation Service to be made available for all Council officers in their support of individuals whose language of choice is not English. This service specification is a key schedule of the contract between Provider and Council, setting out the key responsibilities and expectations of the Provider in delivering a Language Interpretation and Translation Service (the Service) on the Council’s behalf. Statutory Duty As part of its public sector equality duty under the Equality Act 2010, the Council must remove or minimise disadvantages faced by people due to their protected characteristics. Thus, in order to support non-English-speaking customers, the Council has a duty to make interpretation and translation services available to them. Lot 1: Westmorland and Furness Council (hereafter referred to as the Council) is committed to The Council requires a Language Interpretation and Translation Service to be made available for all Council officers in their support of individuals whose language of choice is not English. This service specification is a key schedule of the contract between Provider and Council, setting out the key responsibilities and expectations of the Provider in delivering a Language Interpretation and Translation Service (the Service) on the Council’s behalf. As part of its public sector equality duty under the Equality Act 2010, the Council must remove or minimise disadvantages faced by people due to their protected characteristics. Thus, in order to support non-English-speaking customers, the Council has a duty to make interpretation and translation services available to them. The Service supports individuals who require a language interpreter or translator to communicate with Council officers and partner agencies.The Service supports the Council meet its public sector equality duty by removing or minimising disadvantages faced by people whose language of choice is not English. Service Objectives Objective 1 - Provide timely support to Service Users. An interpreter or translator, as appropriate, is assigned by the Provider to support a Service User within an acceptable timeframe of receiving an Order from a Council officer; and the Provider works in collaboration with the requesting Council officer to minimise the delay in fulfilling the assignment. Objective 2 - Support effective communication with the Service User. The Service User believes they managed to get their needs and views across to, or understand what is expected of them by, the Council or partner agencies, with the support of the assigned interpreter and/or translator. Objective 3 - Provide cost-effective support to Service Users. The Provider minimises the cost of providing the Service by offering telephone and video conferencing options to Council officers and Service Users and, where face-to-face interpretation is necessary, minimising the travel required. Objective 4 – Provide added value by recruiting local freelancers. Demographic data shows Westmorland and Furness to be predominantly White British, and recruitment of local interpreters has proven challenging. In recent years, the region is becoming more diverse as refugees and asylum seekers have been supported by the Council through a resettlement scheme. The Council wishes to work with the Provider to actively promote the recruitment of translators and interpreters from these local communities. Objective 5 - Meet contract management and financial reporting requirements. The Provider demonstrates transparency, accuracy and timeliness in sharing Service performance inform