Clarion Policies

Comments and Complaints Procedure

The purpose of the policy is to set out methods by which service users may comment or complain about the services they receive from Clarion. The policy also sets out the manner in which complaints will be dealt with.

Clarion welcomes and encourages feedback and comment on its services. We view this as a positive method of continually reviewing and improving our services.

Feedback and Comment

Service users may wish to comment in writing, by filling in our form or by video letter. Alternatively, they may wish to visit our offices and speak to one of the directors of the company. Clarion actively seeks feedback from service users. The feedback will be recorded as a means of monitoring and improving our services.

Complaints

If a complaint is made, it will be dealt with at a local level and the stages in this procedure are designed to help resolve any grievance at the earliest opportunity. Where informal procedures fail to bring about a satisfactory outcome there are further procedures available.

Procedure

The procedure is to be followed in the event of a complaint against Clarion or a member of Clarion staff or anyone representing Clarion i.e. freelancers.

Informal Procedure

Ideally complaints should be resolved at a local level by the complainant discussing the issue with the person involved.

If such a discussion is unable to resolve the issue or where it would be unsuitable to discuss the matter with the person involved, the complainant may wish to take the issue to a Director of Clarion.

Clarion will respect the confidentiality of the individuals involved and will only disclose confidential information to the other parties with the express permission of the individuals.

If there is no satisfactory outcome the complainant can move to the formal stages of the procedure. The outcome of any formal discussions should then be recorded, agreed and signed by the complainant and member/s of staff involved.

Formal Procedures

It is expected that most complaints will be resolved quickly and amicably, after consultation between the complainant, Clarion employee or freelancer and Director.

Formal procedures should only be followed where all other means of resolving a grievance has been exhausted.

The Complaint

1. The complainant should register their complaint in writing or by video letter to the Directors of Clarion.
2. When the complaint is received, Clarion will acknowledge the complaint in writing or video letter within 5 working days.
3. A copy of the complaint will be kept on file.
4. Clarion will investigate the complaint by sending out a letter to whoever the complaint concerns. The letter will set out the complaint and ask for comment. This letter will be sent within 14 days of receiving the initial complaint. A response to that letter will be requested within a further 14 days.
5. During the complaint, Clarion will not place assignments between the relevant interpreter and the complainant.
6. Clarion will notify all parties of the outcome of their investigation within 30 days of receiving a response from the relevant interpreters.
7. If the matter remains unresolved after discussions with a director, the recipient and the complainant, the issue may be referred onto a nominated body for independent mediation. Usually this will be CACDP.
8. If the complaint is made about a Director of Clarion then it will be forwarded to a nominated body to act as a mediator, usually CACDP. It will be the responsibility of the nominated body to investigate the complaint.

Mediation

CACDP has its own complaints procedure and will investigate the issue according to its own policy. A copy of this can be supplied upon request.

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Our Code of Ethics

Code of Ethics for BSL/English Interpreters, from CACDP

Definition

In this code "Interpreter" means any person who is registered by the Independent Registration Panel as a Member of the Register of BSL Interpreters or as a Trainee BSL/English Interpreter or as a Junior Trainee BSL/English Interpreter according to the current conditions of registration.

Note: The Panel's view is that individuals who are involved in the management, training, supervision or mentoring of interpreters should consider themselves bound by the provisions of the code as if they were practising interpreters insofar as their activities involve interaction with interpreters or consumers.

1. Interpreters shall conduct themselves responsibly and professionally.

This includes:

• Seeking to increase their skills and knowledge within the profession.
• Safeguarding professional standards in every practicable way.
• Offering other interpreters reasonable assistance.
• Respecting the ethics and best practice of other professions.

2. Interpreters shall interpret truly and faithfully and to the best of their ability between the parties without anything being added or omitted from the meaning.

3. Interpreters shall only accept work which, having taken relevant factors into account, they judge to be within their own competence.

• In exceptional circumstances, where a suitable interpreter is not available, an assignment may be accepted provide that all parties have given their consent after being informed of any implications and potential risks involved.
• In the event of unforeseen difficulties arising during an assignment, interpreters should admit any limitations and seek to overcome them in a professional way. If this is not possible, the interpreter should withdraw from the assignment.
• When accepting work, the interpreter's status (i.e. registration category) must be stated.
• Amongst the relevant factors to be taken into account would be the professional advice and guidance available to interpreters through employers, mentors and other support networks.

4. Interpreters shall treat as confidential any information which may come to them in the course of their work including the fact of their having undertaken a particular assignment.

• This does not preclude sharing experiences on a strictly confidential basis within recognised structures of professional support and training, whilst respecting client confidentiality.
• This also does not preclude disclosure when legally required to do so, or when not disclosing information could render the interpreter liable to prosecution.
• It is recognised that the presence of an interpreter at an assignment which is in the public domain need not be treated as confidential.
• Where evidence is being collected for training/assessment purposes e.g. for NVQ Witness statements, steps must be taken to preserve the customer's right to confidentiality. This could be achieved by excluding certain agreed information from the statement or by obtaining the consent of the consumer(s) involved in the preparation of the statement.

5. Interpreters shall act in an impartial way and shall be seen to do so, i.e. taking the side of neither one party nor the other.

Any business or vested interest which the interpreter may have in an assignment must be disclosed beforehand or as soon as practicable.

6. Interpreters shall not use information obtained in the course of their work to benefit themselves or anyone else improperly.

7. Interpreters shall not give advice or offer personal opinions in relation to topics discussed or people present in an interpreting assignment.

It is a legitimate part of the interpreter's role to take appropriate steps to ensure good communication is facilitated between people who have differing linguistic and cultural backgrounds. Such steps should always be taken in as professional and unobtrusive a manner as possible.

8. Interpreters may advertise their services providing the information is factual, relevant and neither misleading nor discreditable to the profession.

• When describing their status, interpreters should identify under which category they are registered:
  Member of the Register of BSL/ English Interpreters
  Trainee BSL/English Interpreter
  Junior Trainee BSL/English Interpreter
  
  
• Other titles such as "Registered Qualified Interpreter" or "CACDP Registered" should not be used after 1st April 2002.

9. An assignment, once accepted, should not be cancelled by the interpreter without good reason. If an interpreter cannot attend an assignment the parties concerned should be informed immediately and a written explanation provided.

• After consultation with the parties concerned, it is an interpreters responsibility to make every reasonable effort to find an appropriate substitute.
• Interpreters must not delegate accepted assignments and not accept delegated assignments without the consent of the parties concerned.
  
  

Data Protection

We are registered with the commissioners for Data Protection, registration number 246 98081.

Providing a Quality Service

Clarion aims to provide an assured quality service in all aspects of its work from initial enquiries through to post assignment evaluation.

When providing interpreters for assignments this is achieved through:

• Ensuring all interpreters are registered with the appropriate professional body (Association of Sign Language Interpreters or Council for the Advancement of Communication with Deaf People). After April 2003 this will become the Independent Registration Panel.
  
  
• Ensuring all interpreters have appropriate insurance for the setting in which they are working.
  
  
• Performing a detailed analysis of the needs of the client, the interpreting situation and any special skills required when matching interpreters and assignments.
  
  
• Briefing interpreters with as much information as possible before an assignment to ensure they have a clear understanding of any assignment specific requirements.
  
  
• A continuous training, development and monitoring programme for all staff interpreters.

When managing bookings this is achieved through:

• Dedicated and continuous effort to fill all assignments, providing regular feedback and formal confirmation of all booking details.
  
  
• Strict adherence to tried and tested processes to avoid any errors in bookings, booking confirmations or invoicing.
  
  
• Recruiting and training the highest calibre of staff that understand the importance of getting it right 100% of the time.
  
  
• Providing flexible service plans and invoicing that can be tailored to the needs of individual customers.

Verification to ensure a quality service is provided through:

• Continuous evaluation of all feedback formal and informal, good and bad.
  
  
• Regular periodic review of the organisation’s people, processes and working practices to avoid errors and seek areas for improvement.
  
  
• Building towards the internationally recognised ISO 9000 quality accreditation.
  

Clarion Equal Opportunity Statement

This policy seeks to ensure that

All members of the community and
people working for Clarion are treated
with dignity and respect.

1. The rights of all concerned individuals are safeguarded within the legal framework as provided by:
   
   The Equal Pay Act 1970
   The Sex Discrimination Act 1975
   The Race Relations Act 1976
   The Disability Discrimination Act 1995
   The Human Rights Act 1998
   The Race Relations (Amendment) Act 2000
   
   
2. All employees are recruited, trained and promoted on the basis of ability and the needs of the job.
   
   
3. Clarion will ensure they provide an environment free from harassment, discrimination and prejudice.
   
   Discrimination is:
   
   The use of power by people in an advantaged position to impose restrictions on people in a disadvantaged position in order to maintain a situation of privilege and inequality. It:
   
   
   • Is founded on prejudice
   • Can be institutional or individual
   • Can be direct, indirect, intentional or unintentional
     
   
   
   Prejudice is:
   
   An unfavourable or negative attitude, feeling or action towards a group or its members without reasonable cause.
   
   Clarion recognises that deaf people are discriminated against in society and addressing those power imbalances is at the core of our work. All our employees are trained in deaf awareness and/or British Sign Language.
   
   
4. Who is responsible?
   
   It is the responsibility of Clarion Directors to make sure that this policy is implemented.
   
   To make the policy work requires much more than this formal statement. We will create the right environment but it is for everyone involved to make their own contribution.
   
   Upon employment with Clarion, all employees must accept and adhere to our equal opportunities statement.
   
   This policy will be reviewed annually.
   
   
5. Any employee who believes they have been unfairly treated should use the grievance procedure or contact the appropriate outside agency.
   
   In cases of alleged or actual harassment there will be an investigation and the disciplinary procedure will be followed, potentially resulting in dismissal.
   

Administration

The registered office of Clarion is Newton Hall, Town Street, Newton, Cambridge, CB22 7ZE.

The legal status of Clarion is that of Limited Company registered with Companies House number 4401314.

Clarion Interpreting Limited is registered for the purposes of Value Added Tax by H M Customs and Excise Number 799696328

Clarion Interpreting Limited stores data regarding consumers and providers. It is registered under the Data Protection Act with the Office of Information Commissioner Number 24698081.

We use standards set by:

Council for the Advancement of Communication for Deaf People and
Association of Police and Court Interpreters