Behind the scenes – interpreter bookings
|Some people think that booking interpreters is an administrative job that can be undertaken by anyone who is good at IT / admin. Well that just isn’t true! Deaf Direct knows that the quality service we provide is only possible because we have the best personnel and procedures possible. Our Bookings Coordinator, Debra Berbezier, is also a Trainee Interpreter, holds a Level 3 BSL (the minimum standard for interpreters to start training which is equivalent to an A-Level), and is trained to deal with a wide variety of contact methods and support requests. In a typical day, Debra can be found answering the phone whilst texting a deaf person, speaking with another one via webcam in BSL, taking textphone calls and dealing with faxes. That, and of course the numerous emails and website contact forms!
Deaf Direct has a bespoke database to process bookings, which allows us to configure to suit our specific needs. It synchronises with the interpreters’ mobile phones and calendars so that we can be paper free for most of our work. Debra ensures that all parties to the communication receive confirmations, which is not standard in the industry. So the deaf person will know who their interpreter is, the hearing person will have received a confirmation too, and the interpreter will have been given all the preparation material required for them to deliver the best possible service. Debra also handles all the feedback; something we believe to be vital to a quality service. Debra is ably supported by the Information Team so that we don’t fall apart when she takes a well-deserved break or goes to interpret.