Overcoming language barriers during emergencies: How Dals supports police, fire and ambulance teams
Iain Hoey
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Nick Clancy, Key Account Manager at Dals, offers practical steps for using interpreters in times of crisis including briefing, pacing and a short BSL guide
When an emergency occurs, clear communication matters as much as a trauma kit, a charged firehose or the Jaws of Life.
If a caller, casualty or witness doesn’t speak English well, doesn’t understand, or can’t hear you clearly, the resulting uncertainty can escalate an already dangerous situation.
When critical messages don’t reach people in a language they understand, the consequences can be devastating.
For example, the exclusive use of English during official communications in Hurricane Katrina in New Orleans caused widespread confusion, particularly among Hispanic and Vietnamese immigrants.
Similarly, the delayed translation of carbon monoxide warnings led to preventable deaths in the Hanukkah Eve windstorm in Washington State.
To avoid a repetition of such tragic events, language needs to be part of the emergency plan from the outset and qualified interpreters need to be available to everyone who needs them.
First things first
In the early stages of an emergency, most hold-ups happen in three places: confirming the exact location and hazards in the control room; giving safety instructions when the first crew arrives; and passing information across services during handover.
A trained interpreter is fundamental to helping improve understanding at every stage, but it works best if they are involved early.
In fast-moving situations, it’s easy to see why one might assume contacting an interpreter could lead to delays, but with established language services provider contracts, an interpreter typically connects by phone or video in around 30 seconds.
Early connection steadies people, helps crews give clear instructions and avoids risky ad-hoc interpreting by relatives or bystanders.
Thus, as soon as you recognise a language barrier, whether in a control room or at the scene, it’s best to add an interpreter to the conversation.
Telephone interpreting is usually the quickest and most reliable option, though video is the right choice when facial cues matter or when British Sign Language is needed.
Avoid using off-the-shelf machine translation for life-critical instructions because automated systems that have not been developed by a specialised provider often struggle with noise and dialects, mistranslate specialist terms or invent errors.
They can also lead to privacy, safeguarding and evidential risks.
Be alert to sensitivities: a match that’s technically correct may still be the wrong fit – for example, you wouldn’t want to pair a Russian interpreter with a Ukrainian speaker.
And if a different dialect or a female interpreter would help, ask for it, even if it takes a few extra seconds to arrange.
Give a clear brief
Once you have connected to your interpreter on the most appropriate device, keep your language plain without slipping into slang, jargon or acronyms.
Stay focused on the person you’re helping, not the device, maintaining eye contact, a steady tone and open hand signals.
The interpreter provides your words, but you must lead the conversation.
Be open about timing from the outset.
Some rescues or searches will run longer than a single interpreter can stay on the line, so give details of any expected timeline to the interpreter and switch promptly if they aren’t available for the duration.
If a call drops, reconnect to the same interpreter wherever possible to maintain continuity.
For interpreters, the most common pitfall is crews going too fast.
Often, interpreters try to keep up, and the person being helped nods to be polite even when they haven’t understood.
Slow down the exchange slightly and build in natural pauses.
Give one instruction or question at a time, then stop to allow it to be interpreted.
Check that the message has landed with a simple repeat-back, for example: “Tell me where the children are now.”
Sound matters as much as words, so if you can, step away from machinery and other noise, close a door or turn away from the wind before speaking on a handset or speakerphone.
What seems clear to you can be muffled to an interpreter, so keep the device close rather than dangling at arm’s length.
Always stay in charge of the interaction; the interpreter provides the language and clears the understanding, but you must maintain control.
If a side conversation starts between the interpreter and the person you’re helping, ask for a brief summary and bring focus back to the task.
Once the immediate danger has passed, return to the occupant/survivor with the interpreter and explain what has happened and what will happen next.
That brief update reduces anxiety, avoids repeat 999 calls and makes handovers smoother.
Always record the basics in your log: the language, when you connect, any interpreter changes, and the main points raised, so lessons can be taken, and crews are protected, should any questions arise later.
Preparation is key
It’s worth pointing out that on-demand interpreting only works if you’ve prepared for it.
This requires an active contract with a language services provider that includes telephone, video and British Sign Language.
A good provider and system lets you reconnect to the same interpreter if a call drops.
If it can’t, it will connect to the next available interpreter straight away.
Quality matters and interpreters in emergency work must be properly vetted, trained and experienced.
For example, we require at least 400 hours of relevant work for police clients before adding someone to urgent bookings, along with language testing, right-to-work checks, ID, DBS, Non-Police Personnel Vetting Level 3 or equivalent clearances, references and sector-specific training.
Emotional steadiness also counts, because people in shock or grief need a calm, impartial voice.
Staff need training too.
Crews and control should practise how to connect to an interpreter, switch languages and reconnect after a dropped call until it’s second nature.
Simple phrase sheets in common local languages can help staff until they connect, but they are not a replacement for a qualified interpreter.
Make sure your equipment is fit for purpose.
A rugged tablet with a stand and decent speakers works well in a command vehicle, but don’t overlook the basics: a plain handset often beats a clever app in bad weather.
In many instances, while out on jobs, normal mobile calls are most reliable, while internet calling only helps where there is strong Wi-Fi signal.
Keep power banks charged, so you don’t run out of battery mid-call.
Know where your signal dead spots are in high-rises, basements and rural patches, and agree in advance where you’ll move to get a clearer line when it’s safe.
Plan for situations to progress
Not every incident stays small.
For bigger jobs, such as multi-occupancy buildings, major fires or mass-casualty events, it’s best to use on-demand telephone interpreting to get urgent safety messages across, then bring in in-person interpreters for rest centres, family liaison and longer interviews.
Plan that shift from remote to in-person, work it into exercises, and test it so the changeover is smooth when it counts.
Emergencies move fast, but confusion should never set in when you have capable teams and expert systems in place.
When language support is built into incident planning, crews can stay in control, protect lives and reduce risk, no matter the situation.
With the right preparation, language should never be the weakest link in your emergency response.
Catering for British Sign Language users
There’s a common misconception that British Sign Language (BSL) is a signed version of English, but it’s an entirely different language with its own grammar, syntax and structure.
This means writing to communicate isn’t likely to work well in an emergency.
The obvious further complication is that telephone interpreting isn’t an option.
Thankfully, on-demand BSL video interpreting has become much more available, and interpreters can usually be secured within a minute.
In the early stages of an incident, family or friends will often try to help and this can be useful.
However, it’s best to move to a qualified BSL interpreter as soon as possible.
Once you’ve connected to an interpreter, make sure your tablet or other screen is at eye level, with adequate lighting, so the signer can clearly see.
It’s important to be patient while the interpreter communicates your words as signing takes longer than speaking.
Keep your non-verbal cues steady and visible.
Check understanding by asking the interpreter to relay, in their own words, what the person has signed.
For longer welfare, safeguarding or formal statements, keep the same interpreter connected where possible.