general information

+ What services does ECCOE provide?

• ASL-English interpretation (including Virtual Platforms, as well as Face-to-face)
• Deaf Interpreters (DIs)
• In-house telephone interpretation by appointment
• Deaf-Blind Acessibility Interpreters
• Liaise with ASL-English Interpreter Education Programs from across Canada
• Information on interpretation including education, professional associations and qualifications

+ What is ASL?

American Sign Language (ASL) is a visual language. With signing, the brain processes linguistic information through the eyes. The shape, placement, and movement of the hands, as well as facial expressions and body movements, all play important parts in conveying information.

Sign language is not a universal language — each country has its own sign language, and regions have dialects, much like the many languages spoken all over the world. Like any spoken language, ASL is a language with its own unique rules of grammar and syntax. Like all languages, ASL is a living language that grows and changes over time. (https://www.nad.org/resources/american-sign-language/what-is-american-sign-language/)

+ What is Interpreting?

Interpreting happens when two people or two groups of people do not share a common language but need to or want to communicate with each other. In Canada, when Deaf and non-Deaf people interact, most interpreters provide interpretation in spoken English and American Sign Language (ASL). In some francophone or bilingual regions in Canada, interpreters provide interpretation in French and Langue des signes Québécoise (LSQ). Interpreters are knowledgeable in the sign language and culture of Deaf and hard of hearing persons, and the spoken language and the norms of the (non-deaf) majority culture. (CASLI, faq page https://www.casli.ca/FAQ)

+ What is a Deaf-Blind Acessibility Interpreter?

A Deaf-Blind Acessibility Interpreter provides professional service to facilitate the interaction of a Deaf-Blind person with other people and the environment. The DBAI job includes:

Interpret auditory, visual and/or written information using the mode of communication that is required. Eg. ASL, oral, with or without the use of voice, hand over hand(tactile) ASL, computerized note taker. This should include facial expressions, side comments and the mood of the speaker and participants.

DBAI's work with Deaf-Blind people providing access to auditory, visual and environmental information using a variety of modalities. Depending on the individual’s language preference they may use: Close proximity ASL, Hand over hand ASL, 2 hand manual, Loud clear speech, Typing on a computer, Use of speech and ASL together, Pro-tactile communication. (https://rcmdb.org/ssp/)

+ What is a DI?

A Deaf interpreter (DI) is an individual who is Deaf or hard of hearing and possesses excellent communication skills in both American Sign Language and English. The DI has an extensive knowledge and understanding of Deaf culture, and the Deaf community. They bring this expertise when working as a team with a hearing sign language interpreter.

+ Why do I need an interpreter?

Interpreters are there to facilitate communication when two or more parties do not use the same language. They are professional third parties who do not alter the content of the information being communicated. ASL-English interpreters adhere to the CASLI Code of Ethics and have undergone extensive training in many areas, including use of specialized terminology and cross-cultural interactions. They benefit both parties by ensuring the content is faithfully represented in a timely manner.

+ What is VRI?

Video remote interpreting (VRI) is a video telecommunication service that uses devices such as web cameras or videophones to provide ASL-English Interpreting services. This is done through a remote or offsite interpreter, in real-time to facilitate communication between persons who are Deaf and non-Deaf.

+ What is VRS?

Video Relay Service (VRS) is a telecommunication service that allows the Deaf community to communicate through the telephone system with non-Deaf people. A call is placed either with a videophone or voice telephone and is routed through a VRS provider connecting you to a remote ASL-English Interpreter.

+ Why does my organization need to provide an interpreter?

To acheive a society that is accessible for all means providing accomodations where required. In good faith your organization will want to follow The Accessibility for Manitobans Act (AMA)

For your reference: The Accessibility for Manitobans Act - http://www.accessibilitymb.ca/index.html

+ I have closed captioning or written summaries in English at my event, isn’t this enough?

ASL is primarily the Deaf individual’s first language; therefore, for full communication access it is best to hire a professional interpreter.

Booking Interpreters

+ How can I book an interpreter?

There are several options that you can secure interpreting services.

• Email the scheduling coordinator: booking@eccoe.ca
• Call ECCOE, scheduling coordinator: 204-926-3271
• Or by enquiring about our new scheduling software package. Please contact the scheduling coordinator for more details.

For all booking options you will need to include:

1. Date along with start and end time for your booking request
2. Requestors name, email, and phone number
3. Location name and address of where the interpretation will take place (room or suite # if applicable at the location). Please document if the request will be a virtual format such as Zoom, Teams, GoToMeeting etc.
4. On-site contact person’s name, email, and phone number
5. Invoicing information: please include a physical address, contact name, and phone number Invoices will be emailed at the beginning of the next month following your booking. If you would prefer your invoice mailed via Canada Post, please let us know. ECCOE accepts credit cards, e-transfers, cash, cheque and Paypal.

+ Once I’ve booked how will I know my appointment is confirmed?

ECCOE will email you a confirmation number which you should keep on file in the event your appointment needs to be changed or cancelled. If you use ECCOE’s on-line customer scheduling portal, you can see your confirmation number in your account and you will receive an automated email when the interpreter is assigned.

+ When will I get my invoice?

Invoices will be emailed at the beginning of the next month following your booking. If you would prefer your invoice mailed via Canada Post, please let us know.

+ How can I pay my invoice?

ECCOE accepts credit cards, e-transfers, cash, cheque and Paypal. Credit card information is never stored to ensure confidentiality.

+ Who pays for interpreting services?

ECCOE is a non-profit, fee for service for further information please contact the scheduling coordinator at 204-926-3271 or email at booking@eccoe.ca

+ Does ECCOE bill to the top of the hour?

Yes, for example if your request is for 1.5 hours, ECCOE will invoice for two hours, 2.5 hrs. would be invoiced as 3 hrs. etc.

+ For out-of-town requests, does ECCOE charge for mileage and drive time?

Yes, ECCOE invoices our customers for the out-of-town drive time, as well as .61 km mileage fee.

+ Can I get a free interpreter for my event?

ECCOE is an essential service. Customers can contact the scheduling coordinator at 204-926-3271 or booking@eccoe.ca

+ Can I request a specific interpreter?

Yes, you can request a specific interpreter. If the interpreter’s schedule is open for your request, ECCOE will accommodate your preferred interpreter.

+ What if I don’t like the interpreter assigned?

If you are not comfortable with the interpreter assigned please reach out to the scheduling coordinator at booking@eccoe.ca and let them know in advance.

+ I don’t live in Winnipeg, what are my options?

ECCOE strives to ensure that equitable services are available throughout the province. In person interpretation is available outside of Winnipeg provided that the booking covers the duration of the travel time to and from the destination. We also encourage the use of various virtual platforms such as ZOOM, TEAMS, GotoMeeting, Skype, Facetime, and FB chat, for remote interpreting. Access to a high speed internet connection is best to ensure clear communication.

Using an Interpreter

+ Should I talk directly to the interpreter?

Please speak directly to the Deaf individual, the interpreter will interpret the conversation in first person. Interpreters remain neutral, impartial, and objective. They will refrain from altering a message for political, religious, moral, or philosophical reasons, or any other biased or subjective consideration.

+ How does the interpreting process work with a Deaf interpreter (DI)?

A Deaf interpreter works as a team member with a sign language interpreter who can hear. Using a consecutive interpreting process, the hearing interpreter will relay the message from the hearing consumer to the Deaf interpreter. The Deaf interpreter will interpret the message linguistically and culturally to the Deaf consumer in the language most readily understood by the Deaf consumer. Essentially, it becomes one Deaf person interpreting for another Deaf person.

In even more challenging situations, the Deaf and hearing interpreters may work together to understand a Deaf person’s message, and confer with each other to arrive at their best interpretation. They would then convey that interpretation to the hearing party.

The Deaf interpreter is bound by the same Code of Professional Conduct as the hearing interpreter, which includes keeping all assignment-related information confidential, acting in a professional and neutral manner at all times (the Deaf interpreter is NOT an advocate), and relaying all information in an accurate manner capturing the emotion as well as the message.

+ I told the interpreter not to interpret something, but they told the Deaf person anyway, why did they do this?

Interpreters follow the CASLI code of ethics, which states interpreters will interpret all conversation in the room.

+ Why do I need to book two interpreters for some bookings?

ECCOE’s scheduling coordinator is trained to understand the nature of each request and the necessity for teaming is addressed on a case-by-case basis, however, it is standard practice to assign a team of at least two interpreters for any assignment that is more than one hour in length.

Team interpretation is not simply defined as two interpreters sharing an assignment. Interpreters work in conjunction with one another as support or ‘backup’ when providing services to a consumer. While some interpretation settings are less technical in nature than others, team interpreters rely on each other to provide missed information, technical vocabulary, assistance in voice interpretation, as well as physical relief. In a team situation, both interpreters are ‘on’ at all times, not just the interpreter who is moving his/her hands.

The incidence of repetitive motion injury (RMI), carpal tunnel syndrome (CTS), and tendinitis is high among sign language interpreters. Because of the constant motion involved, working constantly without periodic, scheduled breaks can injure service providers. Repeated injury can result in inability to perform interpretation services, as well as other related physical problems in the neck, shoulders, and back. Working in shifts of 15 to 20 minutes attempts to allow a physical break, thus, greatly improving the quality of the interpretation, while allowing the consumer to have the clearest communication access possible.

+ I need to share confidential or sensitive information with the Deaf person, how do I know the interpreter won’t disclose it?

ECCOE only employs interpreters who are members of the Canadian Association of Sign Language Interpreters (CASLI). They adhere to a strict code of ethics of which can be found on the CASLI website in English, French and ASL. https://www.casli.ca/Code-of-Ethics

+ I don’t like the way my interpreter looks/dresses/acts, what do I do?

ECCOE acknowledges your concerns, please contact the scheduling coordinator, 204-926-3271 or email booking@eccoe.ca for discussion and feedback.

+ What if my interpreter doesn’t show up?

Please contact the scheduling coordinator, 204-926-3271 or email booking@eccoe.ca, as soon as possible.

+ I need to cancel my interpreter, how do I do this and will I be charged?

Please contact the scheduling coordinator at booking@eccoe.ca preferably or call 204-926-3271. Please have your ECCOE job order number ready, and put it and the date you would like to cancel in the body of your email or the subject line. The entity will not need to pay a cancellation fee, if the booking is cancelled 48 hours in advance. If the bookings is cancelled under 48 hours, there will be a half charge applied to the booking, if cancelled under 24 hours, the entity/organization will be billed the full fee.

+ Can I cancel over the weekend via phone or email, for the following Monday request without being invoiced?

You may cancel over the weekend for a cancellation on the following Monday, however, you will be invoiced in full as you need to cancel within 48 hrs. business days. Cancelling over the weekend for a Monday or Tuesday request would be considered ‘under 48 hours’ and you would be billed accordingly.

+ If I have to cancel a booking and it is a same day cancellation, which occurs over the weekend, do I call the emergency after-hours line to let them know so they can try and cancel the interpreter?

No, please do not call our after-hours emergency line, as that service is for police, legal and medical emergencies only. Please contact booking@eccoe.ca, and the scheduler will take care of the cancellation.

About Specialty Bookings

+ I need to have an interpreter for a doctor’s appointment, how do I arrange this?

Preferably the clinic/hospital will contact ECCOE to book a medical appointment for the doctor and the Deaf patient; however, Deaf individuals are more than welcome to either send the scheduling coordinator their request via email or book on the ECCOE customer portal.

+ I have to go to the Emergency room, how do I get an interpreter?

The triage staff should arrange for an interpreter by calling our after-hours service at 204-475-6332. You may directly contact the emergency email adress address, emergency@eccoe.ca after-hours 4:00 PM - 8:30 AM weekdays and anytime weekends and statutory holidays. If the emergency is during the weekday hours, Monday-Friday, please email the scheduling coordinator directly at booking@eccoe.ca

+ I am a journalist and will be interviewing a Deaf person, how do I get an interpreter?

Please contact ECCOE’s scheduling coordinator at 204-926-3271 or email booking@eccoe.ca.

+ Can I interview interpreters about Deaf issues?

No, you should contact Deaf individuals about any Deaf issues. Interpreters follow a strict code of ethics and are not Deaf, so it would not be appropriate to interview interpreters about Deaf issues. If you have questions or need direction to Deaf agencies or groups, do not hesitate to contact the scheduling coordinator and she can guide you to the appropriate resources.

+ We have a Deaf patient/client/detainee, how do we get an interpreter?

Please contact ECCOE’s scheduling coordinator at 204-926-3271 or email booking@eccoe.ca.

+ My organization is putting on a news briefing, how can I get an interpreter?

Please contact ECCOE’s scheduling coordinator at 204-926-3271 or email booking@eccoe.ca.

ECCOE Offices

+ Where is ECCOE?

ECCOE is located at The Forks in downtown Winnipeg where the Red and Assiniboine Rivers meet. We are in the main Market Building on the second floor and it is accessible by stairs or elevator. Our mailing address is 200-One Forks Market Rd. Winnipeg, MB R3C 4L9. Please contact the scheduling coordinator at 204-926-3271 or booking@eccoe.ca before coming to the office.

+ What is ECCOE’s address?

200- One Forks Market Road, Winnipeg, Manitoba R3C 4L9 https://www.theforks.com/

2^nd floor. There is an elevator across from the Tall Prairie Grass take out food. Once you get off the elevator, turn a sharp right, and you will see a long hallway ECCOE is at the end of the hallway. The office is open for in person appointments (Monday to Friday). Please email the scheduling coordinator booking@eccoe.ca to book a time. If you would like to meet virtually we can accommodate the platform of your choice, such as FaceTime, google DUO, What’s App, ZOOM, FaceBook Chat.

+ Is Parking available at ECCOE’s office?

The Forks has paid parking available at daily or hourly rates. There are accessible parking stalls found close to all facilities and a loading zone in front of the Market Building. For more details visit https://www.fnpparking.com/

+ What are ECCOE’s hours of operation?

ECCOE is open Monday to Friday from 8am - 4:30pm. The office is open for in person appointments (Monday to Friday). Please email booking@eccoe.ca to book a time.

+ What if I need assistance after-hours?

For medical, police or legal emergencies only: Please contact our after-hours emergency service if it is after 4 pm until 6:15 am Monday to Friday. Friday and weekends including statutory holidays is 24/7.

Phone: 204-475-6332 or email emergency@eccoe.ca

+ What if I have an Emergency?

Emergencies involve a serious matter involving police, legal and medical situations. ECCOE provides interpreters after-hours, overnight, weekends and statutory holidays. If it is after 4:00 PM on a weeknight or during one of the other times listed above please contact our emergency after-hours phone number 204-475-6332 or email at emergency@eccoe.ca

Careers with ECCOE

+ Are you hiring?

For more information please contact the scheduling coordinator at 204-926-3271 or email booking@eccoe.ca

Complaints and Appeals process

+ I was not happy with my interpreting service or the interpreter, what can I do?

First step is to contact the scheduling coordinator at 204-926-3271 or contact booking@eccoe.ca, and we can have an initial discussion in regards to the services ECCOE has rendered.

+ My interpreter did not show up, what do I do?

Contact the scheduling coordinator at booking@eccoe.ca or call 204-926-3271 as soon as possible.

+ I am not happy with an ECCOE policy, who can I discuss this with?

Start with the scheduling coordinator, 204-926-3271 or email booking@eccoe.ca. If the scheduling coordinator cannot satisfy the customers' concerns about policies, they can direct you to ECCOE’s executive director.

Student Interpreters

+ Why do student interpreters sometimes attend bookings?

A requirement of graduation for students of an Interpreter Training Program is a successful completion of a supervised practicum. With the support of the Deaf and Deaf-Blind Communities students gain valuable hands-on experience and are able to further develop their knowledge and skills in workplace settings. Depending on where they are in their education they may be there to observe the working interpreter or to take turns interpreting while closely monitored by our senior interpreters. However, a consumer has every right to deny a student at their booking.

+ What are their qualifications?

Student interpreters are required to be enrolled in a registered program, become student members of Canadian Association of Sign Language Interpreters and are knowledgeable about the CASLI Code of Ethics. ECCOE partners with colleges across Canada to provide a unique practicum experience for students. As each program is different they may have between 1-3 years schooling before attending a booking with a senior interpreter.

+ How do I know if a student is attending my booking?

The scheduling coordinator will contact you prior to your booking and discuss the suitability of a practicum student interpreter attending your booking.

+ What if I don’t want a student present or don’t feel it is appropriate?

If you feel a student is not the right fit for your request, please do not hesitate to contact the scheduling coordinator at booking@eccoe.ca. Our customers have every right to decline having a student at their assignment. If by chance the scheduling coordinator inadvertently misses contacting you or the person booking the request is informed, but does not tell the Deaf individual, you have the right to decline having the student in the assignment. Students understand.

+ What if I don’t feel the student is qualified to interpret, when they are already there?

If you no longer feel comfortable with the student interpreter please let the supervising interpreter know. The student may be asked to take an observational role instead of actively interpreting, in some cases the student may be asked to wait outside for a portion of the booking when observation is not possible.

+ The student behaved inappropriately, what do I do?

Please contact the scheduling coordinator at booking@eccoe.ca at your earliest convenience so that the situation can be dealt with as soon as possible.