Supporting the vulnerable members of our community
Background
Our client was the son-on-law of an elderly Polish lady who needed to attend an interview at a local bank, as the bank authorities were investigating a potential case of fraud. They required our interpreting services. The situation was highly sensitive, as it involved a vulnerable individual and the potential mishandling of her finances.
The Challenge
The lady’s English language skills were very limited, making direct communication with the bank’s authorities impossible. This language barrier, combined with the stressful nature of a fraud investigation, created a challenging situation where miscommunication or a lack of understanding could have severe consequences. The bank needed to gather accurate information while ensuring the elderly woman felt safe and understood.
The MLH Solution
Recognising the delicate nature of the case, MLH took a personalised approach to interpreter selection. We understood that technical linguistic skills alone were not sufficient. The ideal interpreter needed to be:
- Fluent in English and Polish: Possessing the necessary language proficiency.
- Experienced in sensitive situations: Having a background in dealing with vulnerable individuals or similar high-pressure scenarios.
- Empathetic and patient: Able to build rapport with the elderly woman, understand her emotional state, and communicate in a reassuring manner.
MLH hand-picked an interpreter with these specific qualities. This interpreter had a proven track record of working with elderly individuals and experience in legal settings.
The Result
The interpreter’s presence proved to be crucial to the successful resolution of the investigation. The interpreter:
- Facilitated clear and accurate communication: Ensuring that all parties understood the questions and answers.
- Provided emotional support: Reassuring the elderly woman, explaining the process in simple terms, and alleviating her stress and anxiety.
- Built trust: Establishing a comfortable environment that encouraged open and honest communication.
The bank authorities were able to gather the necessary information efficiently and effectively, while the elderly woman felt heard, respected, and supported throughout the process. The situation, which had the potential to be highly distressing, was managed smoothly and without causing undue stress to the individual involved. The bank successfully concluded their investigation with all parties feeling the matter was handled professionally and sensitively.
MLH provided an interpreter for my mother-in-law, and I cannot overstate how skilled and empathetic they were. This was a very sensitive and potentially stressful situation for her, given her limited English. The interpreter’s ability to communicate clearly and compassionately was invaluable. They ensured my mother-in-law felt understood and safe, which was paramount.
Their professionalism and sensitivity allowed the bank to gather the information they needed while minimising any distress. We are extremely grateful for their expertise and would highly recommend MLH for any situation requiring both linguistic proficiency and a human touch.
Need a sensitive and reliable interpreter for a critical situation?
Ensure clear communication in every situation. Contact MLH today for a personalised solution.
