UNHCR Offices should conduct regular performance assessments for Interpreters and should also
conduct ad hoc checks, including where there are concerns about the integrity, confidentiality or quality
of the work of one or more individual Interpreter. Such checks could consist of listening to the recording
of selected communications or Interviews to ensure that the interpretation provided has been accurate
and has been carried out in a professional and neutral manner.
Unit 2: General Issues
The complaint procedures established in each UNHCR Office to provide persons of concern with
the opportunity to report misconduct of UNHCR staff should also be used to channel comments and
complaints about the services of Interpreters. These procedures need to be clearly communicated to
all Applicants and UNHCR staff. All complaints regarding the quality of interpretation, the impartiality or
confidentiality of Interpreters, or other matters relating to the conduct of Interpreters, should be referred
to the Protection staff member who is responsible to oversee the quality of interpretation in RSD or other
procedures. Complaints procedures regarding the services of Interpreters should specify responsibilities
for follow-up on complaints received and reporting on action taken, in accordance with the principles set
out in § 2.6 – Complaint Procedures.
UNHCR Offices always need to give due consideration to the Interpreters’ psychosocial and physical
well-being in order to prevent burnout and to help limit fraud and security risks. Given the high likelihood
of exposure to trauma, Interpreters should at a minimum undergo security and trauma preparation
including understanding the basics of the prevention of stress and trauma, and should be included in
staff welfare trainings, see § 4.2.4 – Duty of Care in Individual Case Processing. Offices should facilitate
their access to on-going psychosocial support available to the protection team in the operation. Stress
management and coping mechanisms should be introduced in each Office to manage the level of the
Interpreters’ vicarious trauma. These can include alternating interpretation and translation work, and
rotating Interpreters between RSD, resettlement and community services work whenever possible.
For further guidance on training and supervision of Interpreters, please refer to the Guidelines for the
field on recruitment procedures, conditions of service, training and supervision of interpreters annexed to the
IOM-FOM 005/2009.
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