Useful Information

Glossary

This innovative tool will help you to identify the language you need. Simply enter a country name and the system will source the language you need to communicate. It can also be used to find alternative languages if needed.

Descriptions of outcomes of requests dealt with

Fulfilled

The supplier provided an interpreter or translator as requested by the court or tribunal.

Not fulfilled by supplier

The supplier has been unable to fill the booking request.

Cancelled by customer

The customer no longer requires an interpreter and has cancelled the booking request.

Customer did not attend

The interpreter arrived at the requested location for the service but the customer (as specified by the court or tribunal) did not attend.

Supplier did not attend

The interpreter was assigned and booked by the supplier, but failed to attend.

Success rate

This is calculated as the number of completed requests that count as successful supply of the service:

i.e. ‘Fulfilled’ plus ‘Customer did not attend’, divided by the total relevant completed language service requests excluding those requests cancelled by the customer.

Categories of requester

Criminal

Comprises requests relating to criminal cases in Magistrates' Courts and Crown Courts, the Central Criminal Court, criminal appeals at the Royal Courts of Justice, North Liverpool Community Justice Centre, Warwickshire Justice Centre and HMCTS London Collection & Compliance Centre.

Tribunals

Comprises requests made by all Employment tribunals, Immigration & Asylum tribunals, Social Security and Child Support tribunals and Special tribunals.

Civil & Family

Comprises requests made by all civil, family and county courts, Civil & Family Justice Centres, Civil & Family Hearing Centres, Huntingdon Law Courts, the Administrative Court at the Royal Courts of Justice, civil appeals at the Royal Courts of Justice, the Court of Protection, and the Administrative Court for Wales.

Other

Comprises requests made by prisons, MoJ Shared Services and policy teams within MoJ and NOMS HQ.

Categories of complaints

Interpreter did not attend

The assigned interpreter did not go to the assignment and did not inform anyone.

Interpreter quality

The quality of the interpreting skills is being questioned.

Interpreter was late

The assigned interpreter was late getting to the assignment.

No interpreter available

The supplier was unable to provide an interpreter.

Operational issue

Operation issues include: incorrect tier assigned (the customer has requested a specific tier of assignment and an incorrectly tiered interpreter was assigned), issues with the web-based request portal, occasions when the customer has not been able to request one of the services that the supplier supplies and other occasions when the supplier has not supplied the service that is expected.

Other Interpreter issue

Any areas concerning the interpreter which are not covered elsewhere, e.g. dress code.

Time sheet error

Either the customer or the interpreter has closed the assignment’s time sheet entry down incorrectly.

Order

This includes complaints where no category was recorded in the data.

Access Code

Every member of Ministry of Justice staff will be issued with an access 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.

Dashboard

A menu button on the Ministry of Justice portal 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 non-English speaker you are communicating with 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 MOJInterpreting@thebigword.com

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.

IMS Direct Client

IMS Direct Client is thebigword’s online portal 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. IMS Direct Client can be accessed via the dedicated Ministry of Justice portal at thebigword.ims.direct/client

Automated Telephone Line

Allows interpreters and end clients to validate timesheets at the end of a face-to-face interpretation appointments. Dial 0800 757 3476 and follow the instructions. You will need your unique PIN to complete the process.

Language Code

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

Language Identifiers

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

Mobile Application

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

Ministry of Justice portal

A dedicated online microsite for the exclusive use of Ministry of Justice staff. This website provides all of the information and resources you need and allows you to book interpreters, submit translations and also contact thebigword for support.

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.

Non-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.

Notifications

A menu button on IMS Direct Client portal that will provide key updates to each user, requesting approval of timesheets that have been submitted without your validation after linguists have completed their appointments.

Standard, Complex and Complex Written

The Ministry of Justice has implemented a new system for classifying bookings for qualified linguists providing interpreting and translation services. Under the new system, linguists will be paid according to the type of booking they are assigned – Standard, Complex and Complex Written.

Linguist Code

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

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 linguists 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 will be needed 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 MOJInterpreting@thebigword.com

Video Remote Interpreting

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.