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Interpreting General RAD Interpreting Escalation Process
Interpreting General RAD Interpreting Escalation Process
RAD Interpreting Escalation Process
Last Updated on Sunday, 19 February 2012 16:48 Written by Administrator Wednesday, 23 September 2009 10:03
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Purpose
The RAD Interpreting escalation process is designed to help customers/users take effective action to improve the service they receive, while that service is ongoing, and without having to resort to a formal complaint. The process is understood by all RAD staff, who recognise it as a valuable tool to ensure customer satisfaction.
Who the escalation process is for
The RAD Interpreting escalation process is for anyone who is booking an Interpreter or other Communication Professional from RAD and who is not completely confident that their request is being handled satisfactorily.
The Process
If you are not satisfied or confident about the way we are handling your request, please take the following steps until you are satisfied. Each step involves a more senior manager at RAD. If time is short and you are very dissatisfied or concerned, you may skip steps and go higher up the escalation process.
Step 1: Explain your concern to the Coordinator who is handling your request.
Step 2: Contact the Office Manager Laura Herbert. You can do this yourself, or you can ask the Coordinator to ask The Office Supervisor to contact you. She will contact you within 24 hours. If she is on leave or otherwise not available, the escalation process will automatically move up to the next step.
Step 3: Contact the Head of Interpreting Amanda Casson-Webb. You can do this yourself, or you can ask the Office Manager to ask the Head of Interpreting to contact you. She will contact you within 24 hours. If she is on leave or otherwise not available, the escalation process will automatically move up to the next step.
Step 4: Make a complaint to the Chief Executive. This will be dealt with in accordance with the RAD Complaints Policy. However if you explain that the service is still ongoing, special efforts will be made to ensure that you receive the service that will satisfy you in good time.