Interpreters' Cooperative of Madison

Purpose. The purpose of the ICM Quality and Complaint Process is to guarantee the highest level of service to our clients, to provide support and constructive feedback to our members when problems arise and to protect the reputation and interests of the Cooperative as a whole.

Members sign the 'Code of Ethics' as part of their membership commitment. Members are expected to abide by the code of ethics and only accept assignments that they believe that they are qualified to perform. According to the Cooperative's bylaws, “any member whose activity the Board of Directors determines to be contrary to the interests of the Cooperative or endangers effective operation of the Cooperative may be expelled by the Board of Directors.”

Process. When a complaint is received by phone or in writing, the coordinator will contact the interpreter or interpreters involved to inform them of the complaint. If the complaint is of a serious nature a review panel will be convened. The review panel will be made up of three disinterested members and will be tasked with investigating the allegations and meeting with the interpreter or interpreters to discuss the situation and make a plan going forward. Issues will fall into three general categories: poor quality of interpretation/translation, violations of the code of ethics, and violations of member obligations.

The review panel will make a recommendation based on their discussion and findings either immediately at the meeting or in writing within seven (7) days. The member or associate may agree with the findings and recommendation or appeal to the full membership. The interpreter or interpreters will present at the next membership, followed by the review panel. The membership, excluding those on the review panel or those directly involved in the issue, will vote to affirm the panel's recommendation, propose an alternate resolution, or opt to investigate the incident further.

The review will make its recommendations based on the seriousness of the issue and previous incidents regarding quality and professionalism.

Options/Steps for Issues of Quality
1. No action.
2. A letter documenting client complaint in file.
3. Supervised interpretation/observation and assessment by member.
4. Limitation on types of assignments.
5. Suspension until a successful retest.
6. Expulsion from the Cooperative.

Options/Steps for Issues of Professionalism
1. No action.
2. Review of the code of ethics.
3. A letter documenting issue and complaint in file.
4. Limitation on types of assignments.
5. Suspension for a set period.
6. Expulsion from the Cooperative.

Options/Steps for Issues of Member Obligations (i.e. not attending meetings,
1. No action.
2. A letter documenting issue.
3. Adjustment of status from member to associate.
4. Suspension for a period of time.
5. Expulsion