Coventry Interpretation and Translations Unit (CITU)

Coventry Interpretation and Translation Unit (CITU) delivers a cost effective interpreting and translation service to certain Coventry based statutory, voluntary, private sector and other organisations.

CITU provides an accessible, confidential, equitable, quality service to people whose first language is not English or who have a sensory impairment. The Provision includes arranging face to face interpreting, sign language, telephone interpreting and written translation.

We do not provide services directly to the public, however we can signpost you to appropriate resources/organisations.

You can book an interpreter if you work for:

• Coventry City Council
• Public, Private and Voluntary Sector organisations

Why do I need an interpreter?

People whose first language is not English can find it difficult to access services and to discuss their needs with practitioners. Without a properly trained professional Interpreter, people may rely on a member of the family or a friend 'and confidentiality could be breached'.

What will the interpreter do?

Qualified and experienced Interpreters working for CITU provide accurate interpretation between patients/service users and practitioners. They are committed to CITU's Code of Practice, which includes maintaining confidentiality of the service user.

What languages can we provide?

At present CITU provides interpretation and translation services in various languages and it always endeavours to add more languages to its list, based on local needs.

How do I book an interpreter for a face-to-face appointment?

Interpreters can be booked by ringing 7678 6878 or emailing CITU@coventry.gov.uk.

Help us by booking as far in advance as possible. It is good practice to book at least 24 hours in advance of the appointment. Try and group together the appointments of the same language. Unfortunately, we cannot guarantee to provide an interpreter at less than 24 hours' notice, although we will do our best to do so.

When you book an interpreter, you will need to provide:

• The name and contact telephone number for the person booking the interpreter
• The name of the professional who will be holding the appointment
• The language you require and country of origin (if known)
• The name of the service user
• The time, date and estimated length of the appointment
• The venue, and where the interpreter should report to.
• The service user's phone number, if you would like the interpreter to call them to confirm the appointment
• Any additional information you think the service or interpreter needs.

If you want to book series of appointments please email all of the above details to CITU@coventry.gov.uk. 

We will provide you with a booking reference number at the time of your request. Your booking is confirmed at that time pending allocation to an Interpreter. If there is any problems with your request we will let you know. 

Cancellation of appointments?

We will always inform you if there is a problem at our end. If you have a problem, or you need to cancel the appointment, please call during office hours on 024 7678 6878 quoting the relevant job reference number. Appointments cancelled with less than 24 hours' notice will be charged.

Comments, compliments and complaints

Your feedback is important for us. We welcome comments, compliments and complaints about our service and will investigate any complaints fairly and promptly.

To make a comment or complaint, please write to the CITU Manager at the address below or email CITU@coventry.gov.uk

How do I get a Telephone Interpreter?

We use an external agency to provide this service. Prior to using this service you will need an access code and free telephone number. To get these details please contact CITU office on 7678 6878 or email CITU@coventry.gov.uk. In an emergency or out of office hours please use this service.

How do I get a Sign Language Interpreter?

We use an external agency to provide this service. Prior to using this service you will need an access code and free telephone number. To get these details please contact CITU office on 7678 6878 or email CITU@coventry.gov.uk

What if I need a written translation?

CITU provides high quality written translation of various leaflets, assessments, letters etc into various community languages. For further information, please ring 024 7678 6878.

Written translations are done manually, therefore please give us realistic deadlines to complete them.

Providing a quality service

• All our interpreters arrive shortly before the appointment time, so that they can be briefed
• Should the interpreter fail to turn up, please call us on 024 7678 6878
• At the end of the appointment, please complete the end time and sign the interpreter's referral form

We have produced our own Code of Practice which includes "Guidelines for Working with Interpreters".

We also provide training on, "How to work effectively with Interpreters". Please contact us for further information.

Note: Unfortunately we are unable to undertake interpretation and translation work direct from members of the public.

Opening hours

• Monday to Thursday: 9.00am to 5.00pm
• Friday: 9.00am to 4.30pm