Management Information Sheet

EAL Vulnerable children - Free use of Telephone Interpreting Service (Language Line) extended until April 2021

MI Sheet TypeInformation
MI Number:1/21
Publication Date:08/01/2021 12:00:00
LA Contact:Tanya Ingram (01603 303339)
Audience:Head teachers / EAL Co-ordinators / Safeguarding and Inclusion Leads

EAL Vulnerable children - Free use of Telephone Interpreting Service (Language Line) extended until April 2021

The EAL Advisory Service, within the Norfolk Virtual School for Looked After and Previously Looked After Children, is delighted to announce that we have extended our offer to all schools for FREE telephone via the Language Line service until April 2021. This will enable schools to contact EAL families during transition back into school and to ensure that the most vulnerable families are kept fully informed about new practices in relation to COVID.

This service will be FREE for all schools for this specific use and timeframe. Once schools have the code they can use it to call their EAL families to check on them and discuss any issues arising. There will be a limit of 15 minutes per child per week and you will need to register the call usage with the EAL team. In order to access the code, for further advice on how to use Language Line and how to register the call usage please email either tanya.ingram@norfolk.gov.uk or lisa.reynolds@norfolk.gov.uk. A reminder that the code can only be used for Language Line bookings. Calls are to an 0800 number, therefore, in most cases, the call itself is also free.

Please note

In order not to disadvantage schools that have already paid into the INTRAN service, it is important that you use the new ID code to use Language Line during the lockdown period. Using any other ID Code (if known), will be outside of this offer and fully charged to your school. Academies and free schools are encouraged to join INTRAN to access a range of interpreting and translation services. For more information about accessing INTRAN, please contact intran@norfolk.gov.uk

Instructions for accessing telephone interpreting through Language Line

How to use Telephone Interpreting

If you need to check on your clients/patients and cancel any scheduled Face to Face visit, consider option 3 below:

  • Option 1: Using Telephone Interpreting when the client is with you

    1. Dial 0800 169 2694 and give your INTRAN ID code to the operator.

    2. Operator confirms contact details and language required.

    3. Operator connects you to available interpreter.

    4. Begin conversation.

  • Option 2: Using Telephone Interpreting for incoming phone calls

    1. You receive an incoming phone call.

      Find out what language the caller speaks.

    2. Put the caller on hold.

    3. Call 0800 169 2694 and give your INTRAN id code to the operator.

    4. Operator confirms contact details and language required.

    5. Operator connects you to available interpreter.

    6. Brief the interpreter and reconnect the caller.

    7. Begin conversation.

  • Option 3: Using Telephone Interpreting when the client is not with you

    1. Dial 0800 169 2694.

    2. Operator confirms contact details and language required.

    3. Operator connects you to available interpreter.

    4. Request "dial out" to your service user.

    5. Give your client's contact details for dial out.

    6. Brief the interpreter.

    7. Operator connects you, your service user and the interpreter.

    8. Begin conversation.