Meet The Team: Amy Soutter, Head of Client Delivery
Every month, we introduce you to one of our team. This month, meet Amy Soutter, Head of Client Delivery.
Tell us about the role you do for TLS.
I am the Head of Client Delivery. I work with the customer and operations teams in language services and examinations to ensure the successful delivery of our major contracts, including projects. I am also responsible for client reporting and issue resolution. I manage the interpreter engagement functions too, ensuring there is a feedback loop between TLS and interpreters.
What's been your favourite project at TLS?
This is very hard for me to answer! They are so varied. Recent highlights would be the video project we completed with Newham Council, where we created videos for residents in different languages, and the development of our on-demand service with Barking, Havering & Redbridge University Trust. I also really enjoy working on the examinations side of the business as there are always new challenges, something different every day.
What has been your biggest challenge?
The transition of the interpreting service from majority F2F provision to telephone/video during the Covid-19 lockdown. We had to change the way that we delivered interpreting services extremely quickly, as well as manage working remotely. It was a very hectic, uncertain time but we managed it. The remote service is now our largest, and growing.
If you didn’t do your current job, what would you like to do?
Growing up, I wanted to go into publishing, as I did a literature degree and love books. However, I did an internship at a publishing house when I was at university and decided it wasn’t for me. So, now I think it would probably be working with animals in some capacity. I cat-sit and dog-walk outside of work and I love it, so probably working with rescue animals.
Tell us something interesting about you.
During lockdown, I became very interested in birds/birdwatching. My (not so) hidden talent is identifying birds by their call. In 2020/2021, my boyfriend and I travelled to lots of different RSPB sites and bird reserves to spot rare birds. Since the world has opened up, we haven’t been able to do it as much, but we are trying to keep it up as we enjoyed it so much!
If you could meet someone, living or dead, who would it be and why?
I think it would be Georgia O’Keeffe, an American artist who died in 1986. She was prolific and created stunning abstract paintings but had to deal with sexist analysis of her art throughout her career. She was a non-conformist and a pioneer of modernism, and she created for herself rather than the art establishment. There are lots of artists I’d love to meet, but she’s probably my top choice.
What are your ambitions for the next 12 months?
Professionally, to continue delivering innovative, exciting projects for our customers.
Personally, we are hoping to buy a house so fingers crossed we will manage that within 12 months!
If you would like to be profiled, or know someone else who would, please get in touch by emailing zainub.patel@newham.gov.uk
Meet The Team: Maria Cristina Ligas, TLS Interpreter
Every month, we introduce you to one of our team. This month, meet Spanish and Italian interpreter, Maria Cristina Ligas.
Tell us about the role you do for TLS
I have been working as a public service interpreter since 1997; full time since 2013, providing services both in person and over the phone. The majority of jobs I undertake for TLS are in healthcare settings, such as hospitals, surgeries, clinics. This said, I am regularly sent to schools to translate during open days, parents evenings and any kind of meetings where parents, teachers or pupils need my linguistic support (I have a PGCE in mfl KS3/4 and QTS). Being self-employed I also interpret in courts, detention camps, prisons, courts and solicitors offices.
What's been your favourite project at TLS?
I love my job: the variety of situations we are exposed to makes it perfect for someone like me who needs changes, physical movement and constant intellectual stimulation. Therefore I would not be able to single out a specific project. When working withing healthcare settings, the birth-related ones are incredibly recharging. A breath of fresh air. In the last 26 years working in the public sector I translated half a dozen times in the labour ward and three times over the phone, while mothers were quickly giving birth at home or in a car. Once, due to labour complications, a two-hour booking turned into a night spent translating. I had then the chance to witness how compassionate and selfless midwives are. To witness the birth of a baby while not being involved emotionally (I am a mother) is an amazing experience. Second to none.
What has been your biggest challenge?
The biggest challenge proved to be the day I needed, together with two policemen, to break the news of the death of a young man to his parents. No words can express how terribly sad it was.
If you didn’t do your current job, what would you like to do?
As stated earlier, I love my job and can't think about another one. If forced to choose, I would go for a job that involves a lot of travelling and the use of several languages, such as travel representative or flight attendant (the latter was my first job, age of 23...nearly a life ago!) After a life spent happily translating, interpreting, tutoring and teaching languages I cannot see myself doing anything else but what I do.
Tell us something interesting about you
I am a marathon runner. I personally think that to run is, if not interesting to everybody, certainly something that makes people happier and healthier.
Nothing compares to the experience of running the London Marathon. I started running again after 20 years break, in 2017 in my mid-fifties.
If you could meet someone, living or dead, who would it be and why?
If I could meet someone I would choose Marie Curie, the Polish Nobel Prize winner who discovered radio and saved countless lives from cancer. My motto in life is "never give up". She was the living symbol of my motto. As a female scientist in a world dominated by men, she kept going even after losing her husband Pierre, with whom she shared a Nobel Prize. She then earned a second Nobel Prize while bringing up two incredibly successful daughters.
What are your ambitions for the next 12 months?
Many, but three are at the top of the list:
A 150k walk in February to fundraise for Great Ormond Hospital.
A trip to Mauritius for a well-deserved break.
To join the rowing club in Springfield Park.
And obviously all this while working for TLS.
If you would like to be profiled, or know someone else who would, please get in touch by emailing zainub.patel@newham.gov.uk
Meet The Team: Tamara Pereira, TLS Translations Team
Every month, we introduce you to one of our team. This month, meet Tamara Pereira, a member of the of TLS Translations Team.
Tell us about the role you do for TLS
I am a service coordinator in the translations department wherein I liaise between our clients and different linguists for translating of varied documents.
What's been your favourite project at TLS?
My favourite project has to be when I was asked to train a new team member on translations. As we are all working remotely, this was something new to me but, through a number of virtual meetings, the training was completed with much ease. Having worked in this department for less than a year and then training someone new was exciting and I enjoyed every single second of it.
What has been your biggest challenge?
I lived in India for 27 years and moved to the UK in 2017. The distance from home and culture shocks that came along and not to forget my mum’s food is something I still miss to date. However, UK is now home to me and I love being here.
If you didn’t do your current job, what would you like to do?
It would be teaching, which was my first job after I graduated from college. Being a mother myself to a 20 month old, every day is different and I know I can actually make a difference to a child’s life.
Tell us something interesting about you.
I had extreme aqua phobia for most of my childhood, but I decided to learn swimming and was hell bent to get over it. Now swimming is my biggest hobby and a skill I can use for my lifetime. In addition, cooking and baking are my passion. Christmas plum cake is a top favourite of mine and my friends eagerly wait to try it every year. I hope to pass this on to my daughter one day.
If you could meet someone, living or dead, who would it be and why?
I would love to meet my grandmother again. She passed away a year before I got married, which was heart breaking. We were very close and I would love to have had her by my side on my special day.
What are your ambitions for the next 12 months?
My aim is to gain as many valuable skills as possible and be committed towards advancing within TLS. I want to prove that I am a good fit so that one day I can look back on my career and be proud of it all. Outside work, I aim to travel solo along with my daughter as much as I can to prove to myself that parenting might be hard but nothing is impossible!
If you would like to be profiled, or know someone else who would, please get in touch by emailing zainub.patel@newham.gov.uk
TLS Team Highlights 2022
Over the year we have introduced interpreters and TLS staff, finding out more about the work and social lives of those who work with you every day. Here we revisit a selection of our replies…
February
Jacky Ashton, Service Coordinator for the TLS On Demand Team, revealed her full title of Lady Jacqueline Ashton in our profile piece. Jacky owns the title and a small plot of land in Scotland, which she describes as ‘the size of a carpet tile’!
March
Sumayyah Aleem, one of our highly rated freelance interpreters working in English, Punjabi and Urdu, brought home the real impact of our work when she told us how, during a project, she felt ‘very satisfied and happy when a broken family was reunited. The young children were back together from foster care.’
April
Stephanie Bright, Resource and Compliance Manager, shared a family secret recipe with us, which might come in handy this Christmas! When talking about who she would like to meet, she said: ‘My grandma. Unfortunately she never met my son, so would love that and to also enjoy her Yorkshire puddings again. She made them [on the hob] like pancakes and they were the best!’
May
Omead Hussain, another highly sought-after interpreter, working freelance in English, Arabic and Kurdish, also highlighted the human side of his work, describing his favourite project with TLS: ‘The project was aimed to produce videos that explain [in the most common community languages] the various social care procedures for children in care, unaccompanied asylum seekers and the parents of children being reviewed by children’s social care services.’
July
Bailey (aka Bee) Sage, TLS Graduate Projects Executive, reminded us of the strange days of 2020 when she told us: ‘In the first COVID lockdown, I shaved my head completely in the spur of the moment. It was truly the most liberating feeling and made for a beautiful, hassle-free summer.’
August
Helga C, a brilliant interpreter working in English and Portuguese, gave us another insight into the life-changing work our interpreters are doing: ‘My favourite project at Language Shop was interpreting with Shelter. Really felt that I was supporting people at very vulnerable times in their lives while they're going through homelessness, distress and mental affliction.’
October
Mandy Lloyd, one of the TLS bookings team, treated us all to some great stories, and her plans for the coming year sound like a great way to cope with rising food prices: ‘In the next 12 months I would like to turn a strip of land my son has given me into an allotment. Now is the time to start digging and preparing for next year and I hope to grow enough food and flowers for the family. I’ve grown plenty in the garden this year but I’m looking forward to doing this on a much bigger scale.’
November
Shaun Hunsley, one of our in-demand freelance BSL interpreters, rounded off 2022’s profiles with some more great stories: ‘I was booked to interpret for a party that the late Queen of England was throwing in Buckingham Palace. It was an incredible evening. Then sadly I was part of the interpreting team booked for her funeral, it was an honour and a privilege to do both.’
If you would like to be profiled in 2022, or know someone else who would, please get in touch by emailing zainub.patel@newham.gov.uk
Looking back over 2022
As we come to the end of 2022, we look back at some of our key monthly highlights and achievements....
TLS secured a large new contract
In NOVEMBER we were delighted to grow our business by becoming the sole provider of interpreting and translation services to all Primary Care Networks and GP surgeries and federations in Barking, Havering and Redbridge. A warm welcome to all our new customers.
TLS expanded its training portfolio
In JANUARY we built on the success of our free remote training sessions for customers, launching a weekly programme to which all customers are invited. The training demystifies the many types of interpreting and explains which you need and when – which can be a blessing when you are new to the world of language support! It looks at how and when to book an interpreter and best practice for working with interpreters, helping you to get the best value for your money.
The last two years have demanded a lot of flexibility and new ways of working. In MARCH, we brought you news of our remote examinations. Whether it’s the Ministry of Defence working in far flung locations around the world, or the University of West London and the International School of Music operating under Covid restrictions, the security and accessibility of our remote exam services have meant that people can continue to achieve their educational goals in the face of adversity.
In MAY, we brought news that we had added the Foreign, Commonwealth and Development Office to our growing list of customers using our training services.
Our training is not just reserved for customers. Many of our bookings take place in the health care sector. Psychiatrist Dr Sarkis Garjarian, from the North East London NHS Foundation Trust, provided training on Interpreting for Patients with Learning Disabilities in March, followed by a session in May on Working as an Interpreter with Clinical Staff. This session was based on feedback and was delivered to ensure interpreters provide quality interpreting.
Customers gave their feedback
In FEBRUARY, TLS reported back on the results of our annual customer survey. This showed an increase in the numbers of you using our remote interpreting services – and satisfaction with these services was up on the previous year too, from 80 to 88%. We are delighted that so many of you are taking up this new technology with us.
Just as welcome was the news that at 98%, almost all our customers would recommend TLS to a colleague or friend; a number that was also up on the previous year’s. At least part of that may be because 97% of you reported that the team was friendly and polite, and 96% that the support they provided was excellent or good.
TLS developed ways to save you time
In response to the 2021 survey results, showing an increased demand for and participation in remote services, in SEPTEMBER, TLS announced that we have developed brand new software called PRISM, a device to make booking an interpreter even easier and quicker. PRISM allows customers to book a remote interpreter immediately, using our specially designed device.
In OCTOBER, we introduced a QR code caption service, allowing you to request a translated version of a document by scanning a QR code and filling out a quick online form.
If you have any questions or comments about any of our 2022 news stories, please contact Zainub Patel at zainub.patel@newham.gov.uk
Meet The Team: Shaun Hunsley, BSL Interpreter
Every month, we introduce you to one of our team. This month, meet Shaun Hunsley, one of our freelance British Sign Language (BSL) interpreters.
Tell us about the role you do for TLS
I have worked as a freelance British Sign Language Interpreter for TLS for around 20 years. I cover a wide variety of assignments ranging from Health settings including Mental Health, Social Services and Events.
What's been your favourite project at TLS?
TLS used to be the provider of Interpreters for Pride in London. I used to be one of their Interpreters for the Main Stage. I don’t think it’s possible to have more fun in one day, so great memories.
What has been your biggest challenge?
I was attacked and left unconscious in the street with a broken nose, cheek bone and eye socket and fractured my jaw. I had an operation putting a metal plate permanently in my face and coming to terms with this, being a non-violent person, was a huge struggle.
If you didn’t do your current job, what would you like to do ?
If I was not an interpreter, I am sure I would have tried my hand at Interior Design. It has been a passion of mine for as long as I can remember. I struggle to walk past a furniture store without going in and coming out with yet another thing for the flat, as my poor husband will attest to.
Tell us something interesting about you.
I was booked to interpret for a party that the late Queen of England was throwing in Buckingham Palace. It was an incredible evening. Then sadly I was part of the interpreting team booked for her funeral, it was an honour and a privilege to do both.
- If you could meet someone, living or dead, who would it be and why?
I would love to meet Meryl Streep; she is an incredible actress and so unbelievably versatile in the roles she takes, so it would be great to talk about her career.
What are your ambitions for the next 12 months?
To have as much fun as possible. Life is too short!
If you would like to be profiled, or know someone else who would, please get in touch by emailing zainub.patel@newham.gov.uk
Striking European Parliament interpreters back at work – for now
Striking interpreters at the European Parliament have reached a temporary compromise with their employers, and are back at work for the time being.
In August, we brought you news of the remote interpreters on strike in the European Parliament. The interpreters were protesting the lifting of health and safety measures on remote interpreting, such as time limits to protect against hearing damage.
They have agreed to once again interpret remotely, but only if the parliament adheres to health and safety guidelines.
The episode has highlighted the need for the industry to adapt to new ways of working following the pandemic.
At TLS, our interpreters’ health and safety is a priority. If you have any questions about this, please contact your account manager.
Rare language fact file: Andamanese languages
At The Language Shop we like to shine a light on some of the rarer languages spoken across the world, many of which have long and fascinating histories. This month we take a closer look at the Andamanese languages.
Native to: The Andaman Islands
Number of native speakers: Approximately 344
Spoken by: People living on the Andaman Islands
Learn some: Despite being tiny, the islands are home to very distinct languages. Bengali is the most widely spoken language across the islands, so a safe bet for greeting people is nomoshkar, which is the Bengali for hello.
Interesting facts:
- Great Andamanese is unlike any other language on the planet and is believed to be one of the very few remaining palaeolithic languages. This language is distinct from those spoken by other tribes on the islands, the Jarawas and the Onges; for example, eye in Jarawa and Onges languages is ejebo, whereas in Great Andamanese it is ulu.
- The British built a penal colony on the Andaman Islands in the second half of the 19th century. Prior to this, there was no written record of the Andamanese, but indications are that as many as 5,000 islanders lived there. With an influx of foreigners on the islands, by 1961 there were just 19 Andamanese left, due to disease and poor living conditions.
- Possibly in response to this, the Sentinelese islanders, whose homes lie to the west of the main Archipelago, are extremely resistant to any contact with the rest of the world. They are known to have killed people for coming near to their island, including a Christian missionary as recently as 2018. As a result, almost nothing is known about them or their language.
The Language Shop provides support in any language you may need, including many of the rarer ones. Get in touch with us to find out more.
Keep up to date with all our latest news here and on social media – we are on Facebook, Twitter and LinkedIn.
Celebrations around the world: Akshaya Tritiya, 3rd May
The Language Shop explores the festivals and events celebrated by different cultures around the world. This month we look at Akshaya Tritiya, which takes place on 3rd May.
What: Akshaya Tritiya is an annual celebration of spring in India and Nepal for Hindus and Jains.
Why: The day falls on the birthday of Parasurama, the sixth incarnation of Vishnu. It also commemorates Krishna visiting Draupadi, wife of a prince, in a time of famine, with a magical bowl that would remain full until all the prince’s otherwordly guests had been fed.
How: This annual celebration is considered an auspicious day to start new ventures, get married and buy gold. People celebrate the day by praying to their relatives who have passed. Some fast or give away possessions in the pursuit of blessings from the Almighty.
Keep up to date with all our latest news here and on social media – we are on Facebook, Twitter and LinkedIn.
Meet The Team: Omead Hussain, Freelance Interpreter
Every month, we introduce you to one of our team. This month, meet Omead Hussain, one of our freelance interpreters working in English, Arabic and Kurdish.
Tell us about the role you do for TLS
My role is to bridge the communication gap between two or more parties who do not speak the same language. We must be impartial and I cannot favour the client or the other side.
What's been your favourite project at TLS?
The video project I did with Newham Council to improve communication with children and young adults in the social care system. The project produced videos that explain the various social care procedures for children in care, unaccompanied asylum seekers and the parents of children being reviewed by children’s social care services. The videos are in the languages most common in Newham (other than English); Kurdish and Arabic are two of these languages.
What has been your biggest challenge?
Inability to hear the speaker, cultural knowledge and interpreting jokes, humour and sarcasm.
If you didn’t do your current job, what would you like to do?
I wanted to be a civilian pilot or a famous actor.
Tell us something interesting about you.
When I was in Kurdistan/Iraq, I was a head of department and lecturer at a university. I loved my job so much as I like administration and leadership, but unfortunately I did not find an opportunity here in Britain to be a university professor. I love to travel - for both business and leisure. I really enjoy reading and like change, whether in my field of work or my life. I am really interested in football and my favourite team is Liverpool. I like quiet music.
If you could meet someone living or dead who would it be and why?
My Mum and Dad both passed away a long time ago, not a day goes by when I don’t think about something I would like to ask them or tell them. My country did not have good health services so I would've liked to take them to the best specialist doctor, but at the time I couldn't afford to take them abroad to treat them.
What are your ambitions for the rest of the year?
Travel the world, win the lottery, be financially secure, buy a house and apply for a PhD.
Say hello to Omead on The Language Shop’s social media – we are on Facebook, Twitter and LinkedIn. Keep up to date with all our latest news here.