Under the Race Relations Amendment Act (2000) and the Disability Discrimination Act (1995), the Department has a responsibility to make appropriate provision to communicate with customers who do not speak English or Welsh, or who are deaf or hard-of-hearing, or who provide the Department, at our request, with legal or official documents written in a foreign language.
The Department for Work and Pensions provides a national range of translation and interpreting services across all of its agencies that include, but are not limited to, the following:
Use of multi-lingual staff, who are willing and able to interpret or to undertake an interview in a foreign language
Face-to-face individual interpreters and signers for local office customers
English to Welsh translation for documentation which is partly done by the small in-house Welsh Language Unit and the remainder by external providers
Ethnic Translation Services of a large number of written documents in a wide range of languages
Written English and Welsh to Braille translation and Braille to English and Welsh translation
Formatting of printed documents into easy-read format
Telephone interpreting service (multi-lingual)
In order to deliver these services on a national basis the Department for Work and Pensions has established a number of framework agreements via full open tender processes with a number of external providers.
All of the above services are outsourced except for a small number of multi-lingual staff who offer their services on an as required basis within their local office.