Guidance Twenty - Communicating with service users

When communicating with an alleged perpetrator or victim, special consideration should always be given to any communication factors.  Below is a guide to assist you when conducting interviews or communicating with vulnerable adults:

• The Safeguarding Adults Investigation Officer should always consider if there are any special communication factors that should be taken into account when communicating with a vulnerable adult.
  
• The vulnerable adult should be communicated to in the language in which he or she is most fluent and most able to both comprehend and express themselves. In the case of bilingual individuals this would normally be his or her first language and should preferably be used directly by the Investigating Officer. Where this is not possible appropriately trained interpreters should be involved.
  
• If the vulnerable adult requires access to any aids to ensure maximum communication (including spectacles, hearing aids or other specialised communication equipment) this should always be available.
  
• If the vulnerable adult has any disability, attention should be given to the affect of this on communication. Being unable to speak is not the same as not having anything to say. Equally, having verbal fluency does not always represent the individual’s ability to understand spoken or written language. Expert assessment and advice from a relevant professional such as a Speech and Language Therapist should be sought where appropriate.
  
• The vulnerable adult should be given the opportunity to make a choice regarding the preferred mode of communication for both expression and reception of information. Where the nature of their communication difficulty makes this difficult to ascertain, a best interest judgment should be made via the involvement of key people familiar with the individual.
  
• Where appropriate, users should be made aware of augmentative or alternative means of communication. Such methods could include drawing, writing, signing, a range of pictorial or symbol materials, or voice output communication aids. Careful consideration of the communication tools used by the person in their everyday life should be taken into account in selecting materials for use during the interview. Advice should be sought from a Speech and Language Therapist or a person who knows this individual as well as needed.
  
• Profoundly deaf adults should be communicated with by social workers who have specialist knowledge of deaf people and skilled in the relevant sign language such as British Sign Language or Sign Supported English.  If no such social workers are available, then sign language interpreters should be employed.
  
• People with learning disabilities who use signing as a means of communication are likely to use a key word sign supported system including signs taken from an agreed vocabulary for Nottingham(shire). This will include signs taken from Makaton and other collections of signs. As their use of sign is likely to be very individualised and also reflect other aspects of their underlying communication difficulties, it is important to be aware of their individual style of communicating before conducting an interview. A person familiar with their signing may be needed to validate the interpretation of their signed interview.
  
• Any interpreters used, whether for sign language or other languages, should be appropriately qualified and objective. It may be necessary to use a communication facilitator who is known to the vulnerable adult. Care should be taken to ensure this third party understands the implications of the role and can accept adequate briefing.
  
• There may be circumstances where the vulnerable person’s need for support and encouragement to say what they have to say is of paramount importance. Advocates can have a vital role to play here.
  
• When an evidential statement is being taken in a form for which “special measures” under the Youth Justice and Criminal Evidence Act (1999) will be applied for, the police should consult with the Crown Prosecution Service according to policy guidance.  See Guidance 25 – Achieving Best Evidence in Criminal Proceedings.

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