THE PSNI has notched up a UK first with the introduction of a new service to non-English-speaking callers dialling 999 in an emergency.
Instead of being placed on hold and waiting in silence, which has caused confusion in the past as people are naturally under stress, callers will now be told to “please hold” for the international interpreter service in a selection of different langu
ages.
Inspector Peter Gill explained: “Previously, when a non-English-speaking caller dialled 999 and was connected to the police, they would be placed on hold while an interpreter was brought into the call.
“This could take longer than 20 seconds and often the caller would hang up and make repeated calls due to hearing silence.
“When a 999 operator cannot determine the reason for an emergency call it is, by default, passed to the police so it is vitally important that all members of society are able to access our services.”
It is the first multilingual service offered by an emergency service in the UK.
The “please hold” messages will only be heard by the caller if they are placed on hold while a link is established with an interpreter.
The language set will start at a purely random point and will repeat in alphabetical (English) sequence while the caller is on hold.
Many languages have similarities so it is thought the caller should understand what is happening within a few seconds if not immediately.
The service is also available on the Crimestoppers’ telephone line.
The police also sought to reassure the public that it is not normal practice to place 999 callers on hold other than to introduce an interpreter.
The full article contains 285 words and appears in News Letter newspaper.
