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CHS Interpreting Services Terms and Conditions of Service
1.1 Requests will be made to the Centralized Scheduling Centre.
1.2 Requests may be made by TTY, phone, fax, email, and Skype.
1.3 Requests should be made at least two weeks before the service is needed. Short-notice requests will be considered but the likelihood of securing an interpreter is considerably lessened.
1.4 The requester shall provide the following information;
- Name and contact information of the person making the request;
- Name and contact information of the person who will receive the invoice (if the assignment is billable);
- The date, time, and location of assignment;
- Names of participants in the assignment;
- The type/details of assignment, including prep material if available
- Any known or potential health, safety, or security concerns
- Language required (ASL-English, LSQ-French)
- Name of preferred interpreter(s); if any
- Preferred delivery method [onsite service or Video Remote Interpreting (VRI) service]; if any
1.5 Once received, a request is reviewed, prioritized and added to the CHS Interpreting Services database.
1.6 All requests will be acknowledged (usually by email) within two (2) business days and will include an assignment number for reference. If an acknowledgement is not received, the requester should contact the Centralized Scheduling Centre.
1.7 The person making the request will be the sole contact person for the request unless a different contact person is assigned by the requester. If the requestor is not directly associated with the agency, business, or service responsible for the cost of service, if any, a representative from the applicable agency, business or service will be contacted to confirm service and be notified of the applicable terms.
1.8 Regardless of who initiates the request, the agency, business or service deemed to be the primary provider of service will be responsible for adhering to all CHS Interpreting Services Terms and Conditions and applicable rates. This is consistent with Provincial and Federal legislation.
1.9 Any request to record (audio or visual) or live-stream interpreting service must be made in advance and agreed to by CHS Interpreting Services in writing.
2.1 When necessary, the following priorities will be used to determine the order in which requests for services are honoured:
- Priority 1: Critical life events, emergencies and urgent situations that require immediate service including: emergency medical and mental health situations
- Priority 2: Situations that require urgent service including: many social services; some employment services (i.e. job interviews, disciplinary meetings), urgent personal matters
- Priority 3: Remaining social service and employment services, Deaf organization or club business;
- Priority 4: Events for which access to communication is desirable including recreational and social activities
3.1 Subject to the priorities listed above (2.1), all requests are treated equally. However, given the shortage of qualified interpreters in Ontario and the high demand for service, some requests may not be filled.
3.2 The requester may decide when the Assignment Coordinator may stop searching for interpreters to fill the request. If no search deadline is specified, the Assignment Coordinator will continue the search up to 4 pm on the day before the assignment date.
4.1 When interpreters are identified as available, they will be temporarily assigned.
4.2 The CHS Interpreting Services Assignment Coordinator will contact the requester when an available interpreter has been identified.
4.3 Search progress reports will be supplied by the CHS Interpreting Services Assignment Coordinator upon request.
4.4 The requester then has two (2) business days to respond and confirm the assignment; if a confirmation is not received from the requester, the temporary assignment may be cancelled.
4.5 If a search deadline has been set, the CHS Interpreting Services Assignment Coordinator will inform the requester by 4 pm on the deadline date that the search will cease.
5.1 Once the booking has been confirmed, the Assignment Coordinator will issue a Confirmation Email including:
- Assignment #
- Date and Time
- Deaf Consumer
5.2 Once the Confirmation Email is received the assignment is considered confirmed. All CHS Interpreting Services Terms and Conditions, including cancellation and Rates and Fees will apply.
6.1 Assignments that are up to 2 hours long typically require 1 interpreter.
6.2 Some assignments of fewer than 2 hours that are particularly complex may require 2 interpreters.
6.3 Some assignments may require additional interpreters based on the specific communication needs of the Deaf participant (e.g. Deaf Interpreter)
6.4 Assignments of more than 2 hours will require either 2 or 3 interpreters.
6.5 Conferences of 1 day or more, 2 interpreters are always required, and 3 or 4 may be needed.
6.6 Decisions about the number of interpreters needed for larger conferences will be made after discussion between the Assignment Coordinator and the interpreter(s).
7.1 CHS Interpreting Services will make every effort to secure a preferred interpreter, if one is requested.
7.2 If the preferred interpreter is not available, CHS Interpreting Services will inform the requester. If the requester agrees, CHS Interpreting Services will attempt to secure an alternate interpreter.
8.1 Interpreting service may be delivered through various methods;
- On-site [when all participants and the interpreter(s) are in one location]
- Remotely via telephone [when one or more hearing participants is off-site, but the Deaf Consumer and the interpreter are in the same location]
- Remotely via Video Remote Interpreting (VRI) [when the Deaf and hearing participants are in one location and the interpreter joins via a secured video link]
8.2 All options will be considered, in consultation with the participants, to determine which methods are viable and which is the most appropriate prior to confirming service.
8.3 Regardless of the service delivery method utilized all CHS Interpreting Services policies will apply.
8.4 Corresponding published rates fees, terms and conditions will also apply and may change without notice.
9.1 Occasionally the need to change the confirmed interpreter may arise. If this occurs, the Assignment Coordinator will notify the original requester. Due to confidentiality reasons, no explanation for the change will be given.
9.2 Every effort will be made to secure a replacement interpreter.
10.1 Assignments may be requested during business hours that are of a critical medical, legal, or personal nature. To respond to such emergencies, an interpreter may have to be reassigned from another, previously booked, assignment.
10.2 The Assignment Coordinator, in consultation with Centralized Scheduling Centre Management, is responsible for deciding whether or not to make this reassignment.
10.3 Should a previously booked assignment need to be cancelled to accommodate the emergency request, the Assignment Coordinator will notify all parties involved as early as possible.
11.1 All information and material that can help an interpreter prepare for the assignment should be sent to the interpreter well in advance of the assignment.
11.2 The CHS Interpreting Services Assignment Coordinator will make the request for the material at the time of booking.
11.3 The interpreter will follow-up with the assignment participants or the contact person if the materials remain outstanding.
11.4 The interpreter(s) will determine if preparation material is essential, important, or useful and if so, determine a deadline for receipt for such materials.
11.5 Material considered essential must be given to the interpreter.
11.6 Failure to do this may result in the assignment being cancelled and the cancellation policy would apply
11.7 All materials will remain confidential and will be destroyed or returned to the assignment participants.
12.1 CHS Interpreting Services should be notified of any identified Health and Safety risks or necessary safety measures related to an assignment by the requestor at the time s/he makes the initial request
12.2 Interpreters may consult other professionals (e.g. medical staff, Children’s Aid Society Workers, manufacturing staff, etc.) to determine what health and safety measures should be taken and take the same precautions as the other professional staff involved in the assignment.
12.3 Should a situation arise which could place the interpreters in danger, either for health or safety reasons, the interpreters may withdraw their services, informing the CHS Interpreting Services Assignment Coordinator that they have done so; the Assignment Coordinator will follow up with the consumer and service provider.
12.4 When working in teams, interpreters should replace each other every 15-20 minutes.
12.5 Interpreters should not be required to interpret for longer than 90 minutes without at least a 15-minute break.
12.6 For assignments that last longer than five (5) hours, a meal break must be scheduled.
12.7 During breaks including meal breaks, interpreters will not be available to interpret casual conversation unless prescheduled to do so.
12.8 If the Interpreter’s Health and Safety may be jeopardized by proceeding with an assignment, the interpreting service may be cancelled. This decision will be made solely by the interpreter(s) in accordance with CHS Interpreting Services Policies and his/her professional Code of Ethics. Should this arise, the cancellation policy will apply.
13.1 Accurate and complete information must be provided to Ontario Interpreting Services to ensure the integrity and ethics of service. The integrity of service may be adversely impacted by:
- A conflict or perceived conflict of interest between an assignment participant and the interpreter,
- An interpreter being inappropriate for the assignment based on the nature or content of the assignment ;
- The requirement of additional interpreter(s) based on the content or duration of the assignment, or the specific communication needs of the Deaf participant (e.g. Deaf Interpreter).
13.2 In instances where full disclosure is not provided to CHS Interpreting Services, the interpreting service may be cancelled up to and including the day of service. This decision will be made solely by the interpreter(s) in accordance with CHS Interpreting Services Policies and his/her professional Code of Ethics. Should this arise, the cancellation policy will apply.
14.1 The requester can cancel an appointment at any time by contacting the Centralized Scheduling Centre directly and giving the assignment number.
14.2 For a confirmed assignment to be cancelled without charge, CHS Interpreting Services must be notified before 4:00 pm at least 3 business days’ prior to the date scheduled for the assignment. For multiple-day assignments, CHS Interpreting Services requires 5 business days’ notice. Weekends and holidays do not count as business days.
14.3 CHS Interpreting Services may cancel service if the integrity, ethic or safety of service may be compromised, or if the Interpreter’s Health and Safety may be jeopardized by proceeding with the assignment
14.4 Assignments cancelled without sufficient notice will be billed the assignment coordination fee and the hourly rate, per interpreter, for the full period of the assignment.
14.5 In the case of meeting participants not showing up for the assignment, interpreters will wait 30 minutes for assignments under 2 hours, or 1 hour for assignments over 2 hours. In such an event, all applicable rates and fees will apply.
15.1 All services offered by CHS Interpreting Services are subject to the availability of interpreters.
15.2 If a search deadline has been set, the CHS Interpreting Services Assignment Coordinator will inform the requester by 4:00 pm on the deadline date that the search will cease and the assignment will go unfilled
16.1 Each assignment is confidential.
16.3 All CHS Interpreting Services interpreters are required to adhere to a Professional Code of Conduct
16.4 Assignments are recorded and tracked through the CHS Interpreting Services Database. All information held in the CHS Interpreting Services Database, in backup archives, or in paper format is kept according to the Ontario Freedom of Information and Protection of Privacy Act (1990) and the Ontario Personal Health Information Protection Act (2004).
16.5 Only CHS Interpreting Services staff will process assignments and have access to the Database.
16.6 Only the assigned Interpreter will have access to information about the request. Interpreters will keep all assignment information confidential.
16.7 All materials related to the assignment will remain confidential and will be destroyed or returned to the assignment participants.
17.1 Assignment participants may be asked to evaluate the services provided.
17.2 The information will be collected anonymously and will help with CHS Interpreting Services’ efforts to monitor standards in place and to continually improve.
17.3 The interpreter will request a participant from the assignment to sign a Service Verification Form. The form may be used by CHS Interpreting Services to verify service occurred and its duration.
17.4 All communications with CHS Interpreting Services may be monitored for quality and/or training purposes.
18.1 Service provision adheres to the current Professional Interpreting Rates.
18.2 Invoices will be sent within 45 working days of the completion of the assignment or the date the assignment is cancelled without the proper notice.
18.3 Payment is required upon receipt.
18.4 Invoices will contain the date; time (both requested/scheduled time and actual time); location of the assignment; assignment number; name of the Deaf person [or his/her initials if required for confidentiality purposes] (Consumer); and a detailed breakdown of fees.
18.5 If your organization requires a Purchase Order, Department Code or similar identifying code included on the invoice for payment purposes, it is your responsibility to provide such to CHS Interpreting Services prior to service.
18.6 For assignments requiring multiple interpreters, each interpreter will be itemized individually. This may result in the interpreters appearing on different invoices, depending on when CHS Interpreting Services receives complete assignment details and verification forms from the assigned interpreters.
Hourly service rates apply. A two-hour minimum applies to all On-site Interpreting Service requests. These rates will be confirmed at the time of the request.
19.2 Partial hours
Partial hours of interpreting time will be rounded up to the next whole hour for the purpose of invoicing.
The greater of: i) confirmed time, rounded up to the nearest whole hour; ii) actual time, rounded up to the nearest whole hour, or iii) two-hour minimum will be invoiced, where applicable.
19.4 Assignment Coordination Fee
An Assignment Coordination Fee of $25 per request applies to all assignments.
19.5 Preparation Time
Additional charges may apply for preparation time. This will be negotiated prior to the assignment date.
Mileage will be charged at $0.41 per km based on actual incurred costs.
19.7 Travel time
Where travel to and from the interpreter’s place of residence and an assignment involves a total of more than two (2) hours, travel time will be charged at 50% of the hourly rate. This is in addition to the mileage claimed for distance travelled.
19.8 Additional Travel Costs
Other reasonable travel costs, such as public transportation and parking will be charged when applicable. Meals, accommodation, airfare and other extraordinary charges will be negotiated at time of booking.
19.9 All rates are subject to change without notice.
20.1 Service Rate:
A Per minute service rate applies. A fifteen-minute minimum applies to all Video Remote Interpreting Service requests. These rates will be confirmed at the time of the request.
20.2 Service Increments
Professional service rates will apply for the duration of the Video Remote Interpreting connection, regardless of usage. Connection times will be rounded up to the next five-minute increment (or the fifteen-minute minimum, whichever is greater) for the purpose of invoicing.
The greater of: i) confirmed connection time, rounded up to the nearest 5-minute increment; ii) actual connection time, rounded up to the nearest 5-minute increment, or iii) 15-minute minimum will be invoiced, where applicable
20.4 Preparation Time
Additional charges may apply for preparation time. This will be negotiated prior to the assignment date.
20.5 All rates are subject to change without notice.
21.1 Funding may be available for requests related to:
- Mental Health
- Crisis Services
- Domestic Violence
- Sexual Violence
- Human Trafficking
- New Employment
- Family Emergencies
Not all requests related to the above are eligible for subsidized service. Please contact the Centralized Scheduling Centre for information specific to your service.
22.1 These Terms and Conditions have been produced in multiple languages. In the event of a discrepancy or variance, the English version will be binding.
Revised November 27, 2019