Anonymous Shopping: How Much Interpreting Agencies Really Charge

Submitted Anonymously
I decided a few weeks ago that what the profession needed was a bit of mystery shopping, so I contacted all the agencies on the list via email and requested a ‘signer’ for a small business conducting a recruitment interview for an apprentice, one of which was deaf. We were flexible on times, but needed the ‘signer’ for an hour in the morning. After getting a response I sent an email back with a confused query about qualifications and registration. You can see the responses for yourselves. All discussions took place via email and I have kept the responses should anyone wish to challenge the information provided. My personal opinion is that as a general rule, interpreter led agencies come out on top.

AGENCY QUOTE NOTES
Aditus £120 + travel + £30 admin fee Claimed to only use fully qualified and registered interpreters
Couldn’t provide anyone in house for the time requested, offered to find an alternative from their databases
Included full terms and conditions
Explained the registration process clearly.
Action on Hearing Loss £168 + travel Claimed all interpreters used were qualified and registered
(3 hr minimum)
appa RSLI – £50 per hour, CSW £45 per hour Offered to help me apply to ATW to cover costs – then their fee becomes all inclusive, they offer a free service to deal with AtW paperwork
First booking receives a 10% discount so charges would be Interpreter £45 per hour, CSW £40.50. No VAT added on travel. Explained the difference between interpreter and CSW as interpreter has level 6 BSL and CSW level 3 or 4, Recommended for an interview someone with level 6 BSL should be used
(2 hr minimum) Offered me an interpreter for the afternoon initially though I had requested the morning then later stated they had someone available
Applied Language Solutions Unknown Emailed. No response.
Bee Communications £250 + VAT + travel Offered advice on interviewing a deaf person
Try to offer fully qualified (level 5) called MRSLI
Said I probably didn’t need that level and could book a cheaper trainee
Later offered someone fully qualified and to lower the fee to £240 inclusive
Big Word £50 (3 hour minimum) Claimed that registered and qualified signers were only needed for ‘official representation’ such as courts, but not for job interviews
Total cost = £150 + VAT + travel time + expenses Offered to locate an interpreter local to me so as to save on travel costs
BSL Beam N/A Stated straight away that they were not an agency, but explained their position in the market
Offered some reputable specialist agencies local to the area
Offered a detailed and comprehensive explanation of the NRCPD registration process
Explained the risks of using someone unqualified
Provided an explanation of Access to Work
BSL Link4Comm £136.50 + travel Claim to only use experienced NRCPD registered interpreters
(3 hr minimum) Mentioned equality legislation and the impact of using unqualified people
Mentioned code of conduct
City Lit (Sign Here) Unknown Transparent – said they didn’t have anyone available until Sept
Redirected me to the NRCPD website – told me how to book direct to save money
Gave me an indication of industry standard fees to expect and pointed me towards information on working with an interpreter
Fully explained what registration and qualification meant – only organisation to correct my use of the term ‘signer’ and explain the difference
Outlined the legal ramifications of using a ‘signer’
Clarion £159 + travel + VAT Said “don’t necessarily need a fully qualified interpreter but you would want minimum level 3.”
(3 hr minimum) I asked if level 3 was enough, the response was that it depends
Codex Global Unknown Refused to quote without full information and details
Cohearentvision N/A No one available – pointed me towards the London Interpreters website
Communication ID £125 + VAT Explained the difference between RSLI and unqualified.
Claim to only use RSLI
Mentioned ASLI and NRCPD
Deaf Agency One off fee of £42 (first time customer) Said “We like to keep our costs down and try to be a flexible as possible”
Usually £126 + travel + VAT Claim all staff are registered
Deaf Direct Unknown Recommended booking an agency locally and offered some contact details
Mentioned NRCPD and recommended booking someone fully qualified, checking registration status and then explained why this was important
Told us we could save money by booking an interpreter directly from the NRCPD website
Explained ATW and provided a link to the website
Deaf Positives £145 + VAT + travel Claimed that a registered interpreter was required but not essential
Clarified what RSLI meant
Said “The other type of sign language interpreter is Registered Trainee Interpreter and they are trainees from approx level 1 to level 3.”
Deaf Umbrella £143.14 inclusive of travel and VAT Told me that MRSLI’s were more expensive
(2 hr minimum) Said ” Unless your candidate has specifically requested a fully qualified Interpreter, a lower level of sign support would be completely appropriate. “
MRSLI did not need to be booked unless client specifically requested one, but they take weeks to book in advance
They had a member of staff available to interpret
Suggested ATW as a way of covering the cost of interpreting and a member of staff could help
Diversus £162 + VAT + travel Pushy – kept requesting my full details and a confirmation
Sourced an interpreter before I’d even confirmed I wanted one
Essex Interpreting £120 + travel + VAT Claim to use only registered interpreters. Mostly qualified, some JTI
Femaura Unknown Said “Level 6 is full qualified”
Only really wanted to talk over the phone
Interpreting Matters £170 + VAT Claim to only use registered interpreters
Full explanation of NRCPD registration process
Price dependent on interpreter fee Explained ATW
Explained the ramifications of using unqualified people
Islington Council N/A Explained that they only cover council bookings in Islington
Recommended booking a registered interpreter
Mentioned ASLI
Offered a guide for industry standard freelance fees
Just Communication £210 + VAT Claim to “only use qualified registered interpreters”
K-International £250 + VAT
Language Empire £175 + travel + VAT Said “Interpreters with a Level 4 is the minimum qualification we use…”
(3 hr minimum charge) Fees are for ‘Special Disability Interpreting’ – Charges are the same for CSW’s and Interpreters, ‘Finger Spelling’, ‘Deaf Blind Manual’ & ‘Deaf Blind Hands On’ & ‘Lipreaders’
Language is Everything Wouldn’t state their charges Claim to use qualified & registered interpreters
Stated interpreter industry standard charges as: Clear about the legal ramifications of using someone unqualified – Mentioned DDA
£90-£130 + travel Referred me to ASLI
Language Line N/A Outsource all bookings to Clarion
Lexicon Sign Stream Unknown Explained the qualification and registration process in detail
Explained minimum charges and industry standard fees
Offered to source a local interpreter
Merrill Corporation £260 + VAT + travel Claim to only use qualified and registered interpreters
Mentioned NRCPD and safeguarding and standards
Provided an attachment outlining the roles of BSL interpreters, STTR & Lipspeakers (NRCPD registered) – all comprehensive and accurate
MLIS Unknown Claim to only use qualified translators and never trainees
Very non committal until had all of my details
Neal Communication (NCA) £150 + travel + VAT Asked about qualification levels but preferred to speak over the phone so no clear response
(3 hr minimum)
Newham Language Shop £120 + VAT Claim to only use qualified interpreters and do not ever use unqualified interpreters
Offered to email some advice on how to work with a “signer”
Onestop Agency £50 per hr, 3 hr min + travel Claim to only use fully qualified interpreters or trainee interpreters
Total £150 + travel Recommend not using level 3 NVQ signers and only use those on the register
Say their charges are based on interpreter 3 hour minimum charges
Offered a brief explanation of using a BSL interpreter
Pearl Linguistics £70 per hour Claim “we have access to more BSL interpreters than any other language agency”
(3 hr minimum) Fully explained the difference between a level 3 signer and what it means to be fully qualified and registered
Total £210 + travel + VAT Said “As to your situation, I believe you should be fine with a “level 3”.
Positive Signs Initially free – money accessed through government scheme Claimed to only ever use qualified or experienced personnel
Just said “variable”, has since disclosed fees as £37 RSLI per hour, CSW £32 per hour inclusive of travel + admin fee Free’ interpreters available through apprenticeship scheme, funded using public funds
Prestige £289 + VAT Said all their interpreters were BRCPD registered (could have been a typo) and explained that all people registered had to submit evidence of qualifications
Mentioned the code of conduct that interpreters were expected to follow
Mentioned the three hour industry standard minimum fee and their charges reflected that
Quick Lingo £250 + VAT When quote was challenged, the response was “we charge for the service which includes travel time, travel expenses, plus minimum interpreting time charge.”
Said “Level 3 is sufficient for this assignment and we can provide at least that.”
RAD £130 (2 hour minimum), £47ph thereafter, + travel, no VAT charged Stated full charges, on charge sheet clearly explained that only NRCPD registered interpreters were used.
Remark! £120 + £10 travel + VAT Very pushy, tried to sell me a BSL course
Offered a RSLI
Said “Costings for a qualified interpreter can be very expensive as there are not many qualified interpreters out there “
Sold themselves as deaf led and community focused. Profits fund activities in the deaf community.
Said they could only find an interpreter (in house) for the afternoon and no interpreters were available for the morning; did not offer to source a freelancer
I had requested a morning booking. Said short notice meant no other interpreters were available unless I wanted to change the date
Rosetta Translation £75 per hour No response when I enquired about qualifications
(3 hr minimum)
Half Day £300. + travel + VAT
Sign Language Direct £250 + VAT (3 hr minimum) Said “Since this regards an interview, the 3rd level shall be fine.” – in response to my query about qualifications
Half Day £300 / Full Day £450 (1 interpreter) Said that fully qualified interpreters were only ‘obligitory’ for police and social services
Half Day £600 / Full Day £900 (2 interpreters)
Sign Solutions £145 + travel + VAT Checked interpreter availability and quoted based on the interpreter fee – told me where the interpreter was travelling from
Offered to negotiate travel expenses
Signing Works £135 + VAT + expenses Explained industry standard booking half day or full day
Bristol based – offered a comparative fee.
Claim to only use qualified interpreters for job interviews
Advised about ATW
Explained the complexity of BSL levels and why it was specialist and required some who was qualified
Signs In Vision £35 per hr + travel + £15 admin fee Mentioned NRCPD & ASLI & recommended checking for badges
(3 hr minimum) Explained the NRCPD registration included CRB, insurance and qualification
Total £120 + travel Included a Deaf Awareness document
Included T&C with explanation of NRCPD & ASLI at the top
Silent Sounds £144 + travel Recommended a Trainee Interpreter for the interview
Highlighted the time involved with training
SL-I-D £120 including travel Mentioned ATW and reclaiming costs
(Half day minimum) NRCPD registered
Explained the ramifications of using someone unqualified
SLBF Unknown Emailed twice. No response.
Surrey Council £150 + travel + VAT Claims to only use registered interpreters
(First Point) (3 hr minimum)
Terp Tree £170 + travel + VAT Explained industry 3 hour minimums
(3 hr minimum) Claim to only use qualified and registered interpreters
Follow up email sent with client recommendations
(Will waive fee if unhappy with service) Mentioned ATW
The Sign Language Bank Unknown Emailed twice. No response.
Today Translations Said it can be fine for some signers to “freely pass on the meaning of spoken langauge” but as a general rule they won’t risk it.
Added that “Job interviews are stressful for everyone. If you add hearing problems on top of that…you can imagine how wrong it can go!”
Said “Most of sign interpreters grew up in a household were one or both of the parents were deaf”
Explained that becoming a sign langauge interpreter requires study and practise
Total Communication £200 including VAT and travel Told me the interpreter quote was for fully qualified. After I asked about level, I was told that they were “Level 6 , Trainee Interpreter. So it is above Level 3”
Ubiquis £300 + VAT + travel Claimed to only use fully qualified and experienced interpreters
Offered information about qualifications and registration
Stated that unqualified interpreters would charge less
Offered a local alternative to their company
UK Language Solutions £60 per hour + £30 per hour travel Said “A level 3 qualified interpreter may be acceptable for some interpreting assignments”
(2 hr minimum) But claim to only use qualified and registered interpreters
Veritas Language Solutions £164.60 + £32 VAT Aimed to source an interpreter close to the booking to save on travel
Said the interpreter had a two hour minimum charge, but would not state whether they were qualified even though I specifically asked
Wolfestone £75 + VAT Requested information about qualifications but received no response
Additional hours £50 per hour

CSWs – Register your Disinterest for proper Deaf access

We have an established register for interpreters, the NRCPD. Though not everyone has faith in that register. I would suggest that is partly due to interpreters regularly accepting work for which they are not skilled enough which has brought about the misconception that the RSLI standard is not good enough. I’d suggest it is in most cases but that interpreters need to be supported to gain experience gradually and safely. There has, as yet, been no moves towards creating a category for senior practitioners to distinguish the more experienced from those that have just started. There is in short no advanced driver equivalent as yet.
A recent letter from the NRPSI, the register for spoken language interpreters, asked for continued support from interpreters to strengthen the register and stated that they were working towards publicising the register.
Where there is little support for the NRCPD I suspect there are a few reasons:
1) Scant work to publicise to service users or commissioners that registration is of the utmost importance.
2) No regulation of agencies – a charter mark guaranteeing quality and adherence to standards would be a start.
3) The previously stated perception that standards have slipped.
4) The removal of the Code of Ethics. We have a weaker Code of Conduct. This was to bring us in line with others on the register. I’d suggest rather than weakening our Code, other professionals should have had the opportunity to abide by an ethical code rather than a pared down, prescriptive, behavioural code. Recent emails on e-groups have shown some interpreters barely understand the Code they purport to follow.
I think, just like the statement by NRPSI, that interpreters should support their register. If we are to be united, especially without a union, this is the only way. One caveat. For the register to be supported those that run it need to listen to the interpreters on that register and work towards making it as robust as possible i.e. if you are not on the register, you can not work as an interpreter.
The latest news and the subject which gets me blogging is astounding. It has been mooted for years and is incredibly unpopular with interpreters: the establishment of a register for CSWs. A letter and a proposal has been forwarded to NRCPD and a process is underway to develop a proposal and take this to further consultation.
I’d urge the NRCPD to think carefully about the disastrous effects this will have on Deaf students. Interpreters, once qualified and working for a few years, understand the difficulty of the job. It can not be done by those not yet assessed as fluent in BSL i.e those with level 2 and 3 qualifications.
Those that run CSW organisations, run training courses for CSWs or agencies that use CSWs usually have a vested interest: money or status. The only training CSWs should be doing is not how to perfect their interpreting into English or courses in international sign. There should be a single focus on the main language and interpreting qualifications in order to make them ‘safe’ and get people to the point where they can register for the sake of students and the wider Deaf community.
Use of CSWs rather than interpreters was only ever a stop gap in the 1980’s, and one which was supposed to be temporary. Harrington’s excellent paper The Rise, Fall and Re-invention of the Communicator: re-defining roles and responsibilities in educational interpreting still makes for interesting reading. This is the history of the CSW and one which various people with those vested interests have worked hard to continue. It is not in our interests to have those working with low fluency in BSL with Deaf children. Many Interpreters around the country who do not have enough work would jump at the chance to be Educational Interpreters. Anyone who supports the Deaf community knows that is what Deaf children and students deserve: proper access to their education.
For too long CSWs have been expected to fulfil the roles of interpreter, tutor, classroom assistant as Harrington states. I started my interpreting career as a CSW. I do not speak from a position of elitism. I speak as someone who understands the CSW as inadequately trained, as an influent and untrained pseudo-interpreter, as someone who is expected to do 80% plus of their work acting as an interpreter but who is ill-prepared and ill-trained.
The CSW course I experienced over nine months had little language training, no interpreter training and was, for me, a disappointment, a waste of time and a waste of money. Most people worked with little support and some were encouraged at the time of the promise of a career that they carried on in the route of interpreting until realising there were never going to be fluent enough to achieve registered interpreter status and eventually either gave up or remained as influent untrained pseudo-interpreters.
Not only do we miss the chance to increase standards for Deaf students but a CSW register puts a proverbial nail in the coffin for anyone campaigning for higher standards of access in schools. The names of CSWs will not be used for education only but agencies will access them as lists of cheap labour to do the job of interpreting in hospitals, in councils, in offices. There is enough confusion surrounding standards and registration categories as it is, a confusion most of us work towards alleviating.
I can see the benefits to the NRCPD of ensuring this proposal goes through: increased revenue from registrations, increased use of the registers by those involved with the Deaf community, an increased profile extended to schools, colleges, universities and all those agencies that will continue to use CSWs to fulfil bookings. I also understand the NRCPD may have to entertain proposals and be seen to be giving ideas a fair hearing without seriously considering the setting up of such a register.
In my opinion these are the risks if the NRCPD decides to go ahead with this proposal:
1) Of 1,082 professionals on the NRCPD registers, 977 are either Registered Interpreters, Translators or Trainees. In other words 90% of the registers. I can not imagine that many of that 90% would agree with a CSW register and would possibly add that to one of the above possible reasons for the NRCPD not getting their full support. Interpreters have already lost out to a weakened Code and some have felt they have not been listened to in previous consultations. It would not be wise to take an unpopular decision at this stage.
2) Signature would make less money from NVQ qualifications were people allowed or encouraged to go on a register and then not further develop their skills by achieving the National Occupational Standards in Interpreting.
3) Allowing a CSW register takes work away from interpreters at a time when they need the register to fight for them. If interpreters do not have enough work, they will not support or pay for continued registration.
4) A CSW register ignores the campaign work Deaf people and interpreters have done for over 25 years to raise standards. It is not a way to get buy-in from the community for whom you are supposed to be registering professionals.
5) It will negate any further campaign efforts by the community to raise standards in schools such as the parents who successfully campaigned the school their child was at and at the time managed to get agreement for a Trainee Interpreter.
There is more to say, these are just some initial thoughts. I await this news to hit the interpreting and Deaf communities with interest.