Equality of Opportunity Committee

Inquiry into Migrant Workers

Response from Welsh Consumer Council

Equality of Opportunity Committee - Inquiry into issues affecting migrant workers: Response from the Welsh Consumer Council

The Welsh Consumer Council (WCC) has a history of being the authoritative voice of consumers in Wales, working with consumers and related organisations to present the interests and needs of consumers to industry and government in order to generate beneficial change.

As the Committee is aware, we published a report in June 2008 on migrant workers in Wales and their access to public services. The report looks at migrant what barriers to access exist and suggested ways in which those barriers can be overcome.

As a result of this immigration, public service providers have needed to deal with increasing demand on certain services and to formulate ways in which they can identify the needs of migrant worker communities.

We have looked at the ways in which many service providers have risen to this challenge, adapting to the needs of a changing community and providing practical solutions. However, although approached well on a local level with good inter-organisational working between different agencies, our research has found that there is scope for more to be done nationally. We believe that there is now a need for more central guidance and support, and for a more cohesive approach to commonly recurring issues as well as identifying which areas need sustainable long term funding.

This response will concentrate on the access to public services element of the inquiry but impacts on the wider context of community relations and social networking as many agencies and organisations in our research concentrated on approaches that ensured community cohesion.

The report itself highlighted a number of case studies that can be used as examples of good practice and replicated across Wales. One common theme was recurrent in each, and that was the language barrier faced by migrant workers. The simple fact is that this acted as a prevention, in some cases, to accessing services. The ways in which this can be overcome are discussed below.

A full copy of the report can be found at http://www.wales-consumer.org.uk/research_policy/pdf/WCC52_Migrant_workers_and_access_to_public_services.pdf

Use existing resources

In the Pontypridd Library example migrant workers were misusing or unable to use the library service as staff were hindered by language differences (Case Study 1, page 9). In this particular example, the project utilised existing online materials that had already been translated, and provided links to those resources.

A number of online and written materials are readily available that do not need to be replicated. The Red Cross Handbook offers medical advice in a number of different languages, there is online advice ranging from health and safety advice to cancer services. This, however, would need to be monitored to ensure the most up to date materials are being used.

Interpretation and Translation

Many migrant workers who move to the UK are not proficient in the English language. Until they have been given the opportunity to learn the language, interpretation and translation is often needed, for example at Citizens Advice Bureaux. This has been approached on an ad hoc basis, utilising volunteers to provide a service or employing interpreters where there is sufficient demand. As not every agency or local authority will require a full time interpreter, it would be more cost effective to establish a pool of accredited or approved interpreters and translations, on either a regional or national basis. This will ensure quality and control as well as equity of access. This should also include training and support for interpreters and translators to ensure they are up to date on technical and relevant information, for example changes to benefit rights.

Another option is the use of telephone services such as Big Word or Language Line. This is widely used at the local level. Although it should remain for local agencies and organisations to determine when they use the service, all Wales guidance or even an all Wales contract could be produced to support those who use this service.

English Language Tuition

Alongside this support, it is vital that migrant workers have access to English language tuition, through ESOL or similar credible courses, in a suitable environment and at suitable hours, for example hours that suit shift patterns and work commitments. This needs to be backed with a community support programme that provides those learning the language with an opportunity to practice their skills outside for the formal classroom setting, for example organised trips or community events. This will also promote social cohesion and prevent segregation of individuals from the wider indigenous community.

Learning from local examples

The report identified that a number of service providers are employing similar techniques but in isolation of each other, for example a number of agencies provide welcome packs. Although stronger networks have developed since the publication of the report, it remains that stronger national guidance is needed and central resources for sharing best practice. For example, a national template can easily be produced in a number of languages that can be used at the local level.

Regarding the sharing of best practice on more immediate problems, it would be useful to have a help-site or online database, including discussion forum, where service providers and other agencies can request or provide advice based on their own practical experiences.

Community support

A number of areas in Wales now use drop-in centers as means of providing and disseminating information to migrant workers, for example Opendoor in Flintshire. It has been a successful venture as many attend on a regular basis and have built up trust in the staff. The centre employs volunteers but currently is for the Polish community only and is open a limited number of hours. It provides advice, ESOL classes and IT classes and works in partnership with community safety officers and Citizens Advice.

Regarding community cohesion, Wrexham County Council has developed an excellent social programme, such as cultural evenings and asylum seeker mother-toddler groups that provide an opportunity for migrant workers to mix with the indigenous community.

North Wales have also provided a number of dedicated support officers (Case Study 6), from a Polish community police officer to health visitors. However, this requires dedicated time and resources so it may be more suitable at a regional level to ensure there is sufficient demand for the service.

Data Collection and Monitoring

In order to provide secure long term funding for additional resources needed to support the migrant worker population, there needs to be improved population data. Current estimates based on national insurance numbers and Worker Registrations scheme data has been widely criticised as not providing an accurate picture. Work is ongoing with the ONS on this and the Welsh Assembly Government needs to monitor this work in order that the SSA formula reflects population increases for general service provision and to identify where ringfenced funding is needed for additional language support.