This section describes key things to think about when a sign language interpreter uses the telephone to facilitate communication between a deaf person and a hearing person.

• Understand that using the telephone to communicate with a deaf person will be different to talking with a hearing person.
• Telephone interpreting will usually be initiated by a deaf person.

Before the event

• Sign language interpreting through the telephone is different to telephone interpreting for other languages. Most telephone interpreter services are a way of contacting an interpreter who is remote from the person and service provider. However, sign language interpreters will be in the same location as the deaf person making the telephone call.
• You will not usually have any booking or payment responsibilities for the sign language interpreter. Instead, the deaf person who wishes to make the telephone call will book the interpreter.
• Because there is no face-to-face contact and telephone calls may be received at any time, it is not usually necessary or possible to prepare for a specific call. You should, however, ensure that relevant staff (such as receptionists, secretaries, case workers) are aware that interpreted calls may be received and that they are up-to-date with departmental policies on interpreted telephone calls (for example, what to do when customer identification is required).

During the event

• At the start of the call, it is usual to say upfront that it is an interpreted telephone call. For example, the deaf person may introduce themselves by stating their name and that they are speaking through an interpreter.
• Just as with face-to-face interpreting, there will be a delay while the interpreter processes the information they have heard and translates it into the other language. When you cannot see the other participants in a conversation, the pauses may seem very long. Please be patient and allow time for the deaf person to receive the information via the interpreter.
• Overlapping speech and signing can be difficult to control on a telephone call where there is no visual contact between parties. The sign language interpreter may need to interrupt more frequently to ensure communication happens smoothly.
• Take extra care when saying names, providing telephone numbers or contact details, or other information that the deaf person may need. The interpreter may ask you to repeat such details slowly to ensure that they are accurately conveyed. The deaf person will not be able to write these details down at the same time as looking at the sign language interpreter.