Interpreting appointments: Face to face, Telephone, Online appointments
General workflow:
A client places an order via the Client Catalogue.
The T&I team will accept this order in the New Requests to be processed.
NB: If the appointment falls within the Urgent timeframe, then an email will be sent to the supplier to confirm the booking before it gets processed by the T&I team. This email will then NOT appear in the job bag as it was sent out before the job was created.
The selected supplier will receive an email asking them to accept the booking, which they can do via the Appointment & Jobs screen.
The client will receive an Interpreter Confirmation email confirming the job is going ahead. This contains details of the appointment and a confirmation code - the client needs to give this to the supplier in the appointment so the supplier can submit their timesheet without needing their attendee to be confirmed.
The appointment will take place.
Only after the appointment has taken place, can the supplier then upload their timesheet.
The supplier can confirm their attendance by submitting the confirmation code. If the supplier estimated price remains the same, the timesheet will be automatically approved.
If EITHER the client did not give the confirmation code to the supplier, the supplier can fill in the rest of the timesheet and then click Client did not provide confirmation code;
OR they have amended the timings of the booking/ travel so the price has exceeded the original estimate: An email will then be triggered to the client to ask them to confirm attendance/job details change.
Client can verify attendance/time: Client Interface > T&I Confirmation > Then either Verify or Reject.
T&I team can verify attendance/time: T&I Services > Supplier Payment Tasks > Click the job number > They are taken to the cost information so they can then press Verify Attendance or Approve Overpayment.
Once the timesheets have been uploaded and approved AND the supplier is marked to have Invoices automatically created, the costs will be automatically added to Invoice batch so the suppliers can be paid.
If the supplier needs to upload an invoice themselves, they will need to do so after their timesheet has been approved.
Once the attendance and costs have been approved (timesheets), the job will be automatically completed - (it does not matter whether the supplier has manually uploaded their invoice, just that the timesheet has been approved)
The job will be added to the Charging batch, where the client will then be notified they will be charged with the final revised price (excluding VAT) and a client feedback form.
Workflow for Interpreting books requiring Confirmation Calls:
Client places the order, by selecting an option like Booking Requiring Confirmation Call from the catalogue.
Fill in appointment details as normal.
On the next page, there will be a Specification Note and a Note field for the client to enter the contact's name and number for the confirmation call. Both the contents of the Specification note and any text written in the Note field will be included in the email sent to the interpreter.
Fill in the rest of the details and complete the order.
Once the order has been accepted into a job by a key user, an email is generated to the interpreter which contains the appointment details as well as the Specification and Note text (i.e. the contact name and phone number).
Firstly, the interpreter should accept the job and call the client.
The supplier then verifies the outcome of this call by sending the PM a Nudge:
Click into the specific job and press Ask Nudge Question. Type in the outcome of the call and then press +Add Nudge - the PM will then be notified.
The PM will then undertake any further action if needed, and adds the confirmation call as an additional cost to the job.
If after the call, the interpreter confirms that the appointment is still taking place through Nudge, the original cost on the job should be managed as normal.
If after the call, the interpreter informs the T&I team via Nudge that the appointment is no longer taking place, the main cost should be cancelled.
Note: It is important to make sure the PM has added the cost for the confirmation call before they cancel a job.
Once the PM has done any further action highlighted following the confirmation call, they should then respond 'Yes' (thumbs up) to the Nudge sent from the Supplier, so the supplier is aware that the team have received and actioned accordingly.
Translations
General workflow:
A client places an order via the Client Catalogue.
The T&I team will accept this order in the New Requests to be processed.
NB: If the appointment falls within the Urgent timeframe, then an email will be sent to the supplier to confirm the translation job before it gets processed by the T&I team. This email will then NOT appear in the job bag as it was sent out before the job was created.
The selected supplier will receive an email asking them to accept the translation job, which they can do via the Appointment & Jobs screen.
Unlike with Interpreting, once the Supplier accepts a job there will not be an email sent to the client until the translated document has been completed and uploaded by the Supplier.
The selected supplier then goes away and undertakes the translation work.
The supplier uploads the final translation document (essentially the equivalent of submitting a timesheet).
'Appointments and Jobs' > Specific Job > File Upload > Translation Completed > Confirm number of words > Submit Payment Request.
This will trigger an email to the Client.
If the word count has been amended, then the client/T&I team will be asked to confirm this:
Client can verify new cost: Client Interface > T&I Confirmation > Then either Verify or Reject.
T&I team can overpayment: T&I Services > Supplier Payment Tasks > Click the job number > They are taken to the cost information so they can then press Approve Overpayment.
Once the translation work has been uploaded & approved, AND the supplier is marked to have Invoices automatically created, the costs will be automatically added to Invoice batch so the suppliers can be paid.
If the supplier needs to upload an invoice themselves, they will need to do so after their timesheet has been approved.
Once the translation work has been uploaded & approved), the job will be automatically completed - (it does not matter whether the supplier has manually uploaded their invoice)
The job will be added to the Charging batch, where the client will then be notified they will be charged with the final revised price (excluding VAT) and a client feedback form.
If the setting has been ticked to NOT automatically share translation work with the client, the T&I team will need to remember to share the final document with them.