COVID19 Testing Network Language Translation Service Translation service

COVID-19 Testing Network Language Translation Service Translation service user guide July 2020

Overview Background Scope • • Accessibility is a key focus area for the testing programme to ensure This service is an extension to how we are currently supporting subjects that everyone has the opportunity to be tested through our various with language challenges and will not replace any of the processes that testing channels sites currently use (e. g. if site staff speak the language then we should continue to do this) • The proposal is to implement a solution that enables real time language translation services to be made available to subjects should they need it • To use this service, all sites (RTS, LTS and MTU) will need to have a phone that can make outgoing calls to initiate a 3 way call with the during their testing journey subject and the translator • The service will be provided by a 3 rd party called ‘The Big Word’ and the top 5 languages offered will be unique to the region • For RTS Assisted Lanes, site staff have the option to call the service directly and put the phone on loud speaker instead of using the 3 way call option 2

Steps to use the translation service 1 Write down site burner phone number here 2 Add and save the number below to your burner phone contact list 0333 344 9473, 26843192# Save number as ‘Translation Service’ 3 4 Request subject to call your burner phone 6 You will now be able to communicate directly with the translator to support the subject with their needs while they are on site Example use cases: • At security when checking subject in • At kit collection point for self-test • While the subject is doing a self-test • When the subject is at the drop off point • While the subject is having an administered test Site staff to: A. Confirm language subject requires for translation B. Initiate 3 way call by dialling number and access code saved in step 2 above 0333 344 9473, 26843192# 5 NOTE: Top 5 language will be slightly different for each region Site staff to enter country code that selects the language to be translated eg. 999# for Urdu Refer next slide for list of top 5 language country code by region If you are unable to find the country code for the language please select 0# and tell the operated the language you need translated E. g. A. Dial 0333 344 9473, 26843192# B. For Welsh dial 0# C. Say Welsh

Language codes by region (1/2) London LANGUAGE Midlands COUNTRY CODE Polish 5 LANGUAGE North East COUNTRY CODE Polish 5 LANGUAGE North West COUNTRY CODE LANGUAGE Polish 5 Polish COUNTRY CODE 5 Bengali 706 Gujarati 738 Chinese 97 Urdu 999 Gujarati 738 Punjabi 749 Bengali 706 Punjabi 749 French 95 Urdu 999 Arabic 92 Gujarati 738 Urdu 999 Chinese 97 Urdu 999 Bengali 706 Other 0 South East LANGUAGE Polish South West COUNTRY CODE 5 LANGUAGE East COUNTRY CODE LANGUAGE Polish 5 Polish COUNTRY CODE 5 Punjabi 749 Chinese 97 Urdu 999 Portuguese 996 Bengali 706 Nepali 741 French 95 Lithuanian 735 French 95 Spanish 1 Portuguese 996 Other 0

Language codes by region (2/2) Wales LANGUAGE Northern Ireland COUNTRY CODE LANGUAGE COUNTRY CODE Scotland LANGUAGE COUNTRY CODE Welsh 0 Bengali Polish 5 Polish Arabic 92 Lithuanian 735 Urdu 999 Chinese 97 Portuguese 996 Punjabi 749 Bengali 706 Slovak 755 Chinese 97 0 Other 706 Scots 0 5 Polish 5