All you ever need to know and more!
Select a question from the list, you will then be directed to the answer listed on this page.
Customer Service FAQs
- What is a Language Service Professional (LSP)?
- What is a Provider?
- What are your hours of business?
- How do I contact the Call Centre?
- Can you guarantee to meet my Request?
- How will you protect my privacy?
- What types of services do you provide?
- What is the Introduction Letter?
- What is the Information Pack?
- How do I provide Feedback?
- How do I make a Complaint?
Making a Request FAQs
- How much notice do I have to give?
- What information will I need to make a Request?
- Where can I get help with the Request Form?
- How will I know that you have received my Request?
- I have a deadline to meet, how can I tell you?
- How will I know you have allocated a Provider(s) to my event?
- What is the likelihood that you will be able to meet my Request?
- What happens if you cannot meet my Request?
- Can you provide guaranteed service levels?
- How do you priorities Requests?
- How can I speed up the Request process?
Terms & Conditions FAQs
- Why do I make a Request, not a booking?
- What are the full Terms & Conditions?
- When an assignment is confirmed, what are the Contract Terms?
- How do I cancel a Request?
- How do I cancel a Confirmation?
- How much does the service cost?
- What are the Cancellation Charges?
- How can I pay for the service?
- What are the payment terms?
Standards FAQs
- Are you registered?
- Are you affiliated to any other organisations?
- What qualifications do your Providers hold?
- Who regulates your providers?
- Are you insured?
- Are your Providers checked by the Criminal Records Bureau (CRB)?
- Do you use subcontracted self employed Providers?
- Do you use CACDP BSL Level 1 or 2 Providers?
Duty To Provide FAQs
- Who is responsible for providing a Language Service Professional (LSP)?
- What is the Disability Discrimination Act (DDA)?
- What communication services should I provide to deaf people?
- What standards are used by Courts in England and Wales?
- What has been agreed between the Police, CPS and the Courts?
- What did the Auld Report say about access arrangements in Court?
- How should the Police deal appropriately with a deaf person?
- What are the duties of Health Care providers?
- How should Social Services ensure deaf people can access services?
Customer Service FAQs
What is a Language Service Professional (LSP)?
A Language Service Professional (LSP) is a collective term used to describe a person who is trained, qualified and vetted to facilitate communication between deaf and hearing people. This includes British Sign Language / English Interpreters, Deaf Relay Interpreters, Lipspeakers, Deafblind Interpreters (Manual, Tactile & Visual Frame), Speech to Text Reporters (Palantypists & Stenographers) and Notetakers (Electronic & Manual).
We use the term Provider to describe a Language Service Professional, Trainer or Consultant.
What are your hours of business?
Our services are available 24/7/365! The Call Centre is open from Monday to Friday during the hours of 9am – 5pm. At other times an On Call Co-ordinator and an On Call Incident Manager are available to deal with any request.
How do I contact the Call Centre?
To contact the Call Centre please use the Live Help or view the Contact Us page.
Can you guarantee to meet my Request?
We strive to meet all Requests, but sometimes we are unable to do so. We employ a number of LSPs, subcontract personnel in advance and have access to a range of ad hoc Providers, yet on occasion, we are thwarted by overwhelming demand.
Estimates vary, but there are approximately 140 deaf people to 1 Interpreter in the UK. Other agencies are known to accept a ‘booking’, before they have identified available resource. Not only is this poor practice, it may cause you unnecessary work and expense. With great demand and a shortage of supply, we cannot promise to provide a service until a provider is identified. This means a Request is not a booking and it is subject to our Terms & Conditions.
If we are unable to meet your Request, we do understand that this may cause inconvenience and we can only apologise. We will identify the next available time and date that we are able to meet your request and offer this to you.
You are able to provide Feedback regarding our service and if you feel we have performed poorly, make a Complaint.
How will you protect my privacy?
We are registered under the Data Protection Act (No: Z524011X) and have an Information Security Policy. The Online Request Form is protected by an SSL, which is an 128 / 256 bit data encryption system. Data is housed in an onsite Server, with both physical and software protection. The database is used by authorised personnel only and is password protected. Hard copy data is stored in secure filing cabinets with restricted access, within a building with has a monitored alarm system and CCTV. Back up data is kept in a safe and on encrypted devices.
What types of services do you provide?
- British Sign Language / English Interpreting:
Advanced requests, Short Notice, Specialist Settings, Emergency & Contract. - Specialist Services:
Deaf Relay Interpreters, Lipspeakers & Deafblind Interpreters,
Speech to Text Reporters (Palantypists & Stenographers) and Notetakers (Electronic & Manual). - Training:
Deaf Awareness Training, First response communication, Developing communication skills, British Sign Language training, Working with deaf people, Working with disabled people and Equitable access for all. - Consultancy:
Relating to the community, Public consultation, Evolving best practice, Monitoring service delivery, Service development, Mystery shopper, Audio transcription, Personal Guides, Personal Assistants and Remote Videophone Interpreting.
What is the Introduction Letter?
As the person making the Request, you are known as the Referrer. An Introduction Letter containing your Referrer Identification Number and Password, together with useful information, will be sent to you.
When a Request is made or on demand we will send you an Information Pack. This is a collection of useful material, providing basic signs, fingerspelling and communication tactics. It includes information on how to work with a Provider, how to provide Feedback or make a Complaint. It also contains our service information, a Price List, a Request Form and a Pen. Request an Information Pack.
You may comment on our services by completing an online Feedback Form or use a hard copy form and return it to the Call Centre.
If you are dissatisfied with our service you may complete a Complaint Form, write a letter or make a video letter, then forward it to the Call Centre.
Making a Request FAQs
How much notice do I have to give?
We deal with requests made in advance and at short notice (5 working days prior to the event). Whilst we are experts at delivering a last minute service, by providing 2-3 weeks notice, not only are we more able to meet your Request, but we can better match an LSP to your specific requirements.
What information will I need to make a Request?
- Section 1 - Email
The email address of the primary contact (Referrer) - Section 2 – Assignment
Date and time of the event
Duration of the event
The time the Provider(s) should arrive
A final progress report date
Purpose of the assignment
Name of the domain or setting
Number of providers required
Type of service required
Does the Provider(s) need to dress in specific clothing? - Section 3 – Location / Venue
Venue Name
Contact person at the Venue
Reception contact number
Address and Postcode
Directions
Additional Comments - Section 4 – Referrer (Who is asking for the service?)
Name of Referrer
Address and Post Code
Contact Details - Section 5 – Funder (Who is paying for the service?)
Organisation
Contact Name
Address and Postcode
Contact Details
Order Number
Your Reference - Section 6 – Client
Client Name (if known)
Communication preference (if known) - Section 7 - Comments
Additional information
Where can I get help with the Request Form?
There are two layers of help in the Request Form:
Brief Help – Hover over the
icon.
Detailed Help – Click on theicon.
You may also view Detailed Help via the website menus.
How will I know that you have received my Request?
Once your request is received it is dealt with by a Request Co-ordinator. They will review it and contact you to confirm details. During office hours (Monday to Friday 9am to 5pm) you should receive a response within 30 minutes. Should a Co-ordinator not contact you, please contact the Call Centre.
I have a deadline to meet, how can I tell you?
As soon as we have identified a suitable Provider, we will contact you. If you need to know if we have allocated a provider by a given date, you may provide a Search Deadline. We provide progress reports with increasing frequency and we will issue a final update by 5pm on the Search Deadline date. If no deadline is given, the search will continue until 5pm the day before the assignment date, when a final progress report will be given. You can contact the Call Centre at any time for a progress report.
How will I know you have allocated a Provider(s) to my event?
The Allocation Co-ordinator will contact you as soon as a Provider is identified. In the interim, they will contact you to provide a progress report with increasing frequency.
Call Back Frequency
| Request | Frequency | ||
Up to 15 working days prior to the event |
Every |
3 |
Days |
10 working days prior to the event |
Every |
2 |
Days |
5 working days prior to the event |
Every |
1 |
Days |
What is the likelihood that you will be able to meet my Request?
The Allocation Co-ordinator will review your Request with increasing frequency. They will predict the likelihood of meeting the Request in percentage terms and contact you with a progress report.
Coverage Assessment
| Percentage | Criteria |
95% |
A Provider has been allocated. |
85% |
An employed Provider is available. |
75% |
An employed Provider may be available. |
65% |
We hold a recent availability list or a right to reallocate work to subcontracted Provider. |
55% |
A Provider is available, but does not meet the Allocation Policy requirements. |
45% |
A Provider is available, but they are not the preferred Provider. |
35% |
A Provider is available, but their costs exceed the ‘Inclusive Fee’. |
25% |
A Provider is available, but they do not meet the specific requirements of the Client (i.e. gender or ethnicity). |
15% |
We may be able to provide if another assignment is cancelled. |
5% |
After a number of availability requests, no availability has been identified. |
What happens if you cannot meet my Request?
We strive to meet all Requests, but sometimes we are unable to do so. We employ a number of LSPs, subcontract personnel in advance and have access to a range of ad hoc Providers, yet on occasion, we are thwarted by overwhelming demand.
If we are unable to meet your Request, we do understand that this may cause inconvenience and we can only apologise. We will identify the next available time and date that we are able to meet your request and offer this to you.
You are able to provide Feedback regarding our service and if you feel we have performed poorly, make a Complaint.
Can you provide guaranteed service levels?
If we are able to predict demand, we are better able to resource this need. If you require 100 sessions or more per year and enter into a Service Contract, we are able to provide a Service Level Agreement. This provides Key Performance Indicators of up to 95% whilst offering significant savings. Please Contact Us for more information.
How do you priorities Requests?
Due to the finite number of providers and increasing demand it is sometimes necessary to prioritise requests. We use the following system, based on the Human Rights Act, to prioritise need.
| Definition: | Description: | Domain: |
| Priority 1 | Life critical events, assignments with a statutory deadline or emergency situations. | Legal Police Social Service Health |
| Priority 2 | Important events where a client would be significantly disadvantaged should not access be provided. | Employment Education Municipal Services |
| Priority 3 | An event where it would be desirable for access to be provided | Arts & Culture Community Social |
How can I speed up the Request process?
Existing customer can enter their identification numbers and a password in to the Online Request Form, in the electronic version (Word/PDF) or on the hard copy version. These identification numbers can be found on the Introduction Letter, Contract or Confirmation documents.
Location ID: This number begins with 20 – This is where the assignment will take place
Referrer ID: This number begins with 30 – This is the person requesting the service
Referrer Password – This is the number generated by our system and cannot be changed
Client ID: This number begins with 40 – The deaf person using the service
Funder ID: This number begins with 50 – The organisation paying for the service
Terms & Conditions FAQs
Why do I make a Request, not a booking?
We strive to meet all Requests, but sometimes we are unable to do so. We employ a number of LSPs, subcontract personnel in advance and have access to a range of ad hoc Providers, yet on occasion, we are thwarted by overwhelming demand.
Estimates vary, but there are approximately 140 deaf people to 1 Interpreter in the UK. Other agencies are known to accept a ‘booking’, before they have identified available resource. Not only is this poor practice, it may cause you unnecessary work and expense.
With great demand and a shortage of supply, we cannot promise to provide a service until a provider is identified. This means a Request is not a booking and it is subject to our Terms & Conditions.
What are the full Terms & Conditions?
Your request is made and accepted in accordance with our T&Cs and subject to a Contract.
When an assignment is confirmed, what are the Contract Terms?
Assignment a Confirmation is issued to the Referrer (the person requesting the service). At the same time the Funder (the organisation paying for the service) will be sent a Contract. This is a contractual agreement between the service provider (Just Communication Ltd) and the organisation who has agreed to pay for the service.
Should you wish to amend or cancel a Request please contact the Request Co-ordinator at the Call Centre as soon as possible. Please note this may incur an Administration Fee. Terms & Conditions.
How do I cancel a Confirmation?
If you wish to cancel an assignment after a Provider(s) has been allocated and Confirmation has been issued, please contact the Allocation Co-ordinator as soon as possible. Please note this may incur a Cancellation Charge. Terms & Conditions.
How much does the service cost?
- Response Service
We use an INCLUSIVE CHARGE for Interpreting and Specialist services (excluding Training and Consultancy). The inclusive charge includes the Professional Fee, Travel Expense (up to 100 miles per provider, per session), Travel Time (up to 2 hours per provider, per session), Subsistence and the Administration Fee. - Emergency Service
The Emergency Service is charged as a multiple (x1.5) of the Live Request Rate. This charge applies from 6pm to 8am Monday to Friday, Saturdays, Sundays and Public Holidays. We do not charge double (x2) for work on Sundays or Public Holidays. It is possible to subscribe to the Emergency Service and pay standard Live Request rates. - Training and Consultancy
Charges for Training and Consultancy vary according to the type of service required. Your needs will be identified and an individual quote will be given. - Additional Charges
Overtime is charged as a multiple (1.5) of the hourly rate. It may be charged for an assignment which exceeds the original time frame, begins before 8am or ends after 6pm.
Single Working, charged as a multiple (1.5) of the hourly rate, may be charged in the event that an assignment requires 2 providers and only one has been requested or when we are responsible for providing part of the service and the other provider fails to attend.
Additional Mileage (in excess of 100 miles, per provider, per session) is charged at 45p per mile.
Additional Travel Time (in excess of two hours, per provider, per session) is charged at 75% of the hourly rate.
All charges are stated without VAT.
What are the Cancellation Charges?
As per the Terms & Conditions. and Contract the following Cancellation Charges apply:
Stage 1: Availability register search & email to providers – NO CHARGE
Stage 2: SMS to providers & provisional allocation – Administration Fee
Stage 3: Post Confirmation of an assignment:
Within 10 working days of the assignment – Half Fee
Within 5 working days of the assignment – Full Fee
How can I pay for the service?
We accept payment suing the following methods:
BACS
ONLINE BANKING
CHEQUE
BANK GIRO CREDIT
CREDIT CARD (Mastercard, Visa, Switch, Solo & American Express)
Once an assignment is complete an invoice will be sent, by post or email, within 14 days of the event. It will be sent to the Funder and should be paid or disputed within 28 days.
If the invoice is unpaid after 28 days, a Reminder will be sent. This will be followed by a Final Reminder at 32 days and ultimately, a Final Demand at 46 days. Should the invoice remain unpaid after 7 days after this notice, it will be referred to a Debt Recovery agency. If this action is necessary, recovery costs and interest will be added to the invoice.
Standards FAQs
We have signed up to the standards issued by the Agency Standards Group (ASG).
We are a corporate member of the Institute of Translation & Interpreting (ITI).
Are you affiliated to any other organisations?
We maintain memberships/subscriptions to:
CACDP
ASLI
UKCOD
Birmingham Chamber of Commerce & Industry
What qualifications do your Providers hold?
We only employ trained and experienced professionals, who are registered, have been CRB checked and are insured:
Interpreting
Senior Interpreters: CACDP/IRP Members of the Register of Sign Language Interpreters (MRSLI) or ASLI Licensed members (LASLI) - An Interpreter who has achieved nationally recognised standards. This includes NVQ Interpreting Level 4 and usually a Degree and/or an MA.
Associate Interpreters: CACDP/IRP Trainee Interpreter or ASLI Associate members (AASLI) - An Interpreter who has completed a recognised Interpreter Training Program and/or has achieved NVQ Level 4 BSL and is working towards NVQ Interpreting Level 4
Interpreter: A CACDP/IRP Junior Trainee Interpreter - An Interpreter who is currently engaged in or has recently completed a recognised Interpreter Training Program and has achieved NVQ BSL Level 3Specialist
Senior Lipspeaker: CACDP Registered Lipspeaker - A Lipspeaker who has attained a nationally recognised standard, which includes NVQ Level 3 Lipspeaking
Lipspeaker: CACDP Level 2 Lipspeaker - A Lipspeaker who has partially attained nationally recognised standards, which includes NVQ Level 2 Lipspeaking
Deafblind Interpreter (Manual): Those Interpreters who have attained the CACDP Level 4 in Deafblind Interpreting.
Speech to Text Reporter: Member of the Register of Speech to Text Reporters are required to be a Member of the British Institute of Verbatim Reporters (BIVR), a Member of Association of Verbatim Speech to Text Reporters (AVSTTR)or hold an equivalent speed qualification (IPS, Pitmans, etc). They must also have undertaken CACDP Level 1 Deaf Awareness and successfully complete two endorsements by a CACDP trained endorser undertaken during live assignments.Other Services
Deafblind Interpreter (Visual Frame or Tactile) / Deaf Relay Interpreter / Trainer / Consultant
There are currently no formal qualifications for these services. Using our extensive knowledge of available resource and our vetting procedures we identify appropriately skilled and experienced personnel.
Do you recognise other systems of registration?
We recognise the following organisations as providing an equivalent level of registration to that of CACDP/IRP:
Association of Sign Language Interpreters
Institute of Translation & Interpreting
Council for the advancement of Communication with Deaf People / Independent Registration Panel (CACDP / IRP)
Association of Sign Language
Institute of Translation & Interpreting
Association of Lipspeakers
Association of Notetakers
Association of Verbatim Speech to Text Reporters
The agency holds: Professional Indemnity Insurance (£2,000,000), Public Liability Insurance (£1,000,000) and Employers Liability Insurance (£1,000,000). Each Interpreter / Language Service Professional (LSP) holds Professional Indemnity Insurance (Minimum £500,000).
Are your Providers checked by the Criminal Records Bureau (CRB)?
All BSL / English Interpreters and other Language Service Professionals (LSP) are checked by the CRB at ‘Enhanced’ level. This is a requirement of their registration and it is renewed as required.
Do you use subcontracted self employed Providers?
The majority of assignments are allocated to our full time, employed Language Service Professionals (LSP). When required we have access to approved self employed LSPs. These personnel hold appropriate qualifications, are registered, have been CRB checked and are insured. They are further vetted and audited through via Quality Assurance Policy and are subject to a Complaints/Disciplinary process. Specialist, Training and Consultancy services are delivered by our network of experienced freelance personnel. Where appropriate they are registered, CRB checked and insured.
Do you use CACDP BSL Level 1 or 2 Providers?
We are unable to use BSL Level 1 or 2 Providers as:
this level of language ability is insufficient to interpret;
they have not received training in interpreting practice or ethics;
they have not been assessed or approved;
they may not follow a code of conduct;
they may not subject to a complaints/disciplinary process;
they may not insured;
they may not been CRB checked.
Duty To Provide FAQs
Who is responsible for providing a Language Service Professional (LSP)?
In general a deaf person should not be made responsible for the cost of a Language Service Professional (LSP). A service provider is required to make their service accessible to all customers, including deaf people.
In 2003 the UK Government formally recognised British Sign Language (BSL) as a language indigenous to the United Kingdom. A number of Acts of Parliament and Codes of Practice require the use of BSL / English Interpreters and other Language Support Professionals (LSP).
What is the Disability Discrimination Act (DDA)?
The Disability Discrimination Act (1995) and subsequent amendments places a duty on service providers (statutory, commercial and voluntary) to make ‘reasonable adjustments’ to ensure that disabled people do not endure discrimination. A service provider is required to identify any barrier that a disabled person may encounter when accessing their services. They must then adapt the service or make alternate provision. This wide ranging audit includes:
Communication: frontline staff training and an identified Language Service Professional (LSP) provider.
Telecommunications: text messaging, typetalk and videophones.
Visual Access: visual fire alarms, signage, décor and lighting.
Tactile Access: pager alerting systems and tactile surfaces.
Media: British Sign Language videos or websites and accessible literature.
Technology: visual displays, access to information technology and ‘Help Points’.
What communication services should I provide to deaf people?
The Disability Rights Commission (2000-2007), which has now been amalgamated into the Equality & Human Rights Commission, published a guide ‘The duty to provide a BSL / English Interpreter under the Disability Discrimination Act (19195)’. However, it identifies that not all deaf people use BSL and other forms of LSPs (Lipspeakers, Notetakers, Speech to Text Reporters and Deafblind Interpreters) also constitute a ‘reasonable adjustment’.
What standards are used by Courts in England and Wales?
A National Agreement is now in operation for the provision of Language Support Professionals within the legal system. This sets out the framework for provision and the level of competency required.
What has been agreed between the Police, CPS and the Courts?
The Trials issues group initially recommended practice guidance in 1997 which was subsequently revised in 2002. Despite being superseded by the National Agreement this demonstrates the commitment of Judiciary to ensure equal access before the law.
What did the Auld Report say about access arrangements in Court?
In 2001 Lord Justice Auld made recommendations in respect of interpreting provisions. This pioneering report enjoyed wide support and many of the recommendations have been implemented.
How should the Police deal appropriately with a deaf person?
Police and Criminal Evidence Act (1994) was revised in 2005 and it is expected to undergo further review. It includes guidance for the Police when dealing with a deaf person, states minimum standards and makes recommendations regarding conducting an interview.
What are the duties of Health Care providers?
‘Doubly Disabled: Equality for disabled people in the new NHS Access to Services’ (1999) set out the responsibilities of health care providers. Not only does it recommend that LSPs are used, but that they must be of an appropriate standard.
The Mental Health Act (1983) stipulates that only appropriately trained and qualified Interpreters should be used when assessing deaf people.
In 1997 the Department for Health commissioned a report ‘A service on the edge: inspection of services for deaf and hard of hearing people’ which described the challenges faced by statutory agencies working with deaf people. Subsequently they published ‘Stepping away from the edge: improving services for deaf and hard of hearing people’ (1999) which reminded agencies of their duties and recommended best practice.
How should Social Services ensure deaf people can access services?
The Association of Directors of Adult Social Services has been involved in numerous initiatives to improve the services offered to deaf people. In this report they have focused on the needs of deaf children, but it also makes reference to deaf adults.
ADSS Positive Practice
