"A View of Ottawa’s Approach to Supply and Demand"
by Christine Wilson, Ottawa, ON
AVLIC News Vol 25, No. 1, Winter/Spring 2009
Every community of interpreters and consumers must find ways to work together to fulfill each others’ needs – for work and for service. Canadian communities have a variety of approaches to how they grapple with this issue. In Ottawa we have found that working together and sharing the work has generated a beneficial side effect – more interpreting assignments are filled than would happen if interpreters work in isolation of each other. We can say, with confidence, that very few requests go unfilled, which is something we are proud of. This is a win-win outcome for the Deaf and interpreter communities in Ottawa. Perhaps you are curious and wonder how does it work? There are 4 common ways to book an interpreter in Ottawa – Sign Language Interpreting Associates Ottawa, (SLIAO), Ontario Interpreting Services (OIS), a new numbered company that we have euphemistically called the Post Secondary Group (PSG) or freelance. Most interpreters accept assignments from more than one source. The sources, or organizations, in fact, refer clients to each other when the need exceeds the interpreter availability and respect each others spheres of work. If SLIAO is asked to fill an assignment at one of the universities, they refer the caller to the PSG. Similarly, a call for an interpreter for a medical appointment would be referred to OIS. SLIAO, the PSG and OIS all provide liability insurance coverage. SLIAO From SLIAO’s perspective, it is rare that an assignment goes unfilled – in other words, it is rare that an interpreter isn’t available and it is rare that an assignment goes unfilled from within its roster of 11 interpreters, or the interpreting community at large or even from other cities. Isn’t that the outcome we all strive for? SLIAO has been in operation for over 12 years. One of our clients is the Translation Bureau of Public Works and Government Services, PWGSC - the source of 75% of our work. As well we have close to 200 clients, including unions, businesses, various courts across the province, organizations, municipal and provincial government bodies and Departments. Some clients are one time requesters, but most are “repeat” clients, who appreciate the “one-stop” approach to filling their interpreting needs. SLIAO operates with a central, one – stop booking contact point. When someone or some organization needs an interpreter- they contact a central number/email address, details are ascertained and SLIAO sets about filling the request. SLIAO must first be sure that they have interpreters available to meet their contractual obligations to PWGSC, and then can consider the new request. All interpreters working with SLIAO must be current members of AVLIC. There are 11 interpreters (10 of whom have been screened by PWGSC) who give SLIAO their availability which allows SLIAO the flexibility to rearrange assignments if needed. In return SLIAO operates on the principle of an equal share of work based on your availability with time allocated for personal days and Vacation. When SLIAO has a request for an assignment and their roster of available interpreters for that day cannot fill the request, they ask other interpreters in the community for their availability. These interpreters work for other organizations or freelance and do not provide SLIAO with their availability, in advance, but do fill many assignments with SLIAO over the course of a year. As well, SLIAO ensures it has knowledge of the skills of any interpreter it places on an assignment and, in the majority of assignments, team newer interpreters with experienced interpreters for SLIAO clients. From time to time SLIAO asks interpreters from other cities for their availability to help fill an assignment. SLIAO has accepted contracts in other cities, but first ascertains whether there have been attempts to find interpreters in the local area, and they may end up forming a team of interpreters from Ottawa and the city where the event is happening. More than 1,000 assignments are filled annually, of varying lengths from half a day to 5 days. A positive benefit from operating this way is the consistency generated by creating teams of interpreters for returning consumers. If needed, and it often is, other interpreters in the community are contacted and their availability is determined and “reserved”. This allows SLIAO to be sure of a firm commitment from the client before finalizing the assignment with the interpreters. Another benefit is flexibility which means that interpreters can be freed up from a pre-existing assignment and replaced by another interpreter, in order to fill a request that is lengthy or out of town or on evenings and weekends, that not all interpreters may be available for. SLIAO guarantees, that once an interpreting assignment is confirmed by the company, there is no possibility of cancellation – an interpreter will be on site for the assignment. From the client’s perspective, SLIAO is easy to work with and from the interpreters’ perspective the degree of predictability is welcome. In 2008 SLIAO “mentored” fellow interpreters in setting up the company which we call the “PSG”. SLIAO’s website is www.sliao.ca. 1760410 Ontario Inc. or “PSG” by Jocelyn Mark and Sherry Thompson 1760410 Ontario Inc. (affectionately known as the Post-Secondary Group as previously mentioned) is a new company that was established in 2008 with consensus from the Ottawa interpreting community and input from the Deaf community. The concept behind this company was based on the motto 'a company with the heart of a collective'. OIS by Karen Hennig The Canadian Hearing Society (CHS) has offices in 23 Ontario communities. The Ontario Interpreting Services (OIS) department provides OIS-registered interpreters, who have successfully completed an evaluation and rating that qualifies them to work for OIS. OIS provides services in a variety of life settings including: medical, mental health, social services, employment, educational, legal, government services, personal business, and after-hour emergencies. Services in Langue des signes québécoise (LSQ)/French are available in some areas. Across the province a total of between 30 and 40 interpreters are employed as staff interpreters either full or part time. OIS serves many communities with few interpreters. In Ottawa OIS we have two full time Assignment Coordinators, three full time ASL/English interpreters, one part time ASL/English interpreter and one full time LSQ / French interpreter. Freelance interpreters are booked when they are available on an as needed basis. In Ottawa there are between 2 and 4 freelance interpreters who accept interpreting assignments regularly. The Ottawa region spans from Deep River to Cornwall, a very large area, although the bulk of the service is delivered in Ottawa or in outlying areas of 120 km or less. In Ottawa OIS as in other regions, more than 50 percent of the interpreting services provided during the day are appointments at doctors' offices, hospitals and mental health settings (counsellors, psychiatrists, psychologists). Generally speaking, the after hours service for health and mental health is available overnight, weekends and holidays. Unfortunately OIS cannot guarantee an interpreter due to high demand and a small pool of interpreters who are registered to work for OIS. If a staff interpreter wants to be a part of the after hours service they are welcome to join, but it is not a condition of employment. Currently in Ottawa there are approximately six interpreters who place themselves on call with the after hours service on a regular basis. There is a maximum of one interpreter on call per day. These people are the same interpreters who work and interpret during the day. Ottawa has some very dedicated interpreters indeed! They are respected and appreciated for all they do for our community. CHShas an informative website www.chs.caabout the agency and programs as well as employment opportunities for interpreters. FREELANCE Some interpreters work exclusively as freelancers, but the company approach described above welcomes referrals. Many interpreters work for more than one agency. There are several interpreters working at the elementary and secondary school level, and these interpreters are employed by the various School Boards. In closing, Ottawa interpreters are pleased to say that by working together we have been able to provide high calibre interpreting to most, if not all, assignments in our community. The structures allow for the most skill development as interpreters are exposed to a wide variety of settings, signing styles and teaming approaches and fittingly, The last word goes to our Deaf community……………… As an oral deaf consumer, who later in life learned ASL, in the last 12 years I benefited tremendously from English-ASL interpreting services in Ottawa Region provided by SLIAO, OIS, AIO (Academic Interpreters of Ottawa which is now replaced by "PSG") as well as freelancers. Most of my requests have been filled for various purposes such as post secondary studies, government meetings and workshops; health conferences, meetings and workshops; medical appointments; board meetings, etc. I truly appreciate the high degree of excellence and professionalism exhibited by the interpreters. Also, I believe that strong team work among the interpreters attributes to the high success of their meeting the needs of the Deaf Community in Ottawa given that the pool of interpreters is relatively small for such a large community. M.E. Campbell In my professional experience with the various interpreters' organizations in the Ottawa community, I rely on each organization for different reasons. What impresses me the most is that these organizations have a clear and precise purpose of their work. Having that said, when I need to book an interpreter for a doctor appointment, a meeting with the Ministry colleagues, an ASL class or my son's school play, I know which organization or free lancer to contact and book the interpreter(s). The interpreters in Ottawa have demonstrated an ultimate understanding and respect for each other's work, and openness in sharing and working together as one whole interpreter community regardless of what organization they work with. There were professional development workshops, informational sessions, presentations and meetings to integrate their highest quality and promote their membership within AVLIC as professional interpreters. I feel I am lucky to be in a city where I could most of the times easily have an interpreter when I need it. I believe that the Ottawa interpreters' organizations have set as an excellent example for other interpreters' communities to have the opportunity to follow and ensure the highest success rate in the best interests of both sides: Deaf consumers and Interpreters. Denise DeShaw, Executive Director, Ottawa Deaf Centre Like SLIAO said about rarity, in my 17 and half years with Statistics Canada, it is rare interpreters are not available for my meetings. Information Technology (IT) is my career field and again it is rare not to get preferred interpreters with their expertise. It is usually 5 same interpreters coming to interpret in weekly staff meetings or monthly committee meetings or quarterly mentoring meetings. I applaud SLIAO for their teamwork keeping each other informed of all of my meetings by taking notes and type up notes then distribute to all 5 interpreters and me. That way they are remained up to date with my meetings. It is rare to have 2 same interpreters each week, so that is why they set up a group of 5 interpreters taking rotations in order to remain being familiar with my work. Keep up great job working as a collaborative team, SLIAO. Todd Tobin
Like SLIAO, the PSG operates with a central booking service which maximizes the availability of interpreters. Requests are received from a variety of colleges, universities and post-secondary affiliated groups in the National Capital Region, which are then sent to their roster of interpreters.
To be included on the roster of interpreters, interpreters must be active AVLIC members and go through an observational and applicability session, which was developed in response to the institutions’ need for the provision of quality services. This session assures consumers, clients and subcontractors of interpreter suitability as it relates to individual requests.
In the process of confirming services, the consumer’s interpreter preference is given priority. The PSG highly values the feedback from consumers, clients and subcontractors; and in the spirit of collectiveness, makes appropriate application of such feedback. The PSG can be reached at interpretingschedule@yahoo.ca
With subcontractors working collectively, 100% of the academic course requests were filled in 2008. It is amazing what can be accomplished by working together!
