New Services for Foreigners During the Epidemic Period

New Services for Foreigners During the Epidemic Period

Shanghai government has opened two new service channels to help foreigners in Shanghai stay informed in the battle against the novel coronavirus.

为给所有外籍人士及时提供疫情防控相关信息和协助,上海为在沪外籍人士开辟了两个新的渠道。

The official website of the foreign affairs office of Shanghai government has launched a multilingual column on epidemic prevention and control

上海市政府外事办公室官网推出多语种疫情防控专栏

Since February 1, the official website of the foreign affairs office of Shanghai government (wsb.sh.gov.cn) has launched a column on epidemic prevention and control. The contents of the daily press conferences and updates about the virus protection tips are published in five languages: Chinese, English, French, Japanese and Korean. Normally, the content of the news release on the day will be online on the same day after multilingual compilation.

从2月1日起,上海市政府外事办公室在官方网站推出疫情防控专栏,用中、英、法、日、韩五种语言,编发每天新闻发布会的内容,通报最新疫情防控动态及防护提示。一般当日的新闻发布内容,都能在进行多语种编译后做到当日上线。

Foreigners in Shanghai for information about the epidemic can call Shanghai public service hotline: 12345

在沪外籍人士可拨打12345咨询有关疫情问题

Since February 2, 12345 hotline has cooperated with Shanghai foreign affairs office in providing multilingual counseling services for foreigners in Shanghai, the languages include English, Japanese, Korean, French, German, Spanish and Russian. Aiming at answering the FAQ in the prevention and control of the epidemic in Shanghai.

为在疫情防控中更好地服务在沪外籍人士,从22日起,12345市民服务热线和上海市外办合作,针对上海疫情防控方面的常见问题,为在沪外籍人员提供多语种咨询服务,语种包括英语、日语、韩语、法语、德语、西班牙语、俄语。

In addition to the two original staff of 12345 foreign language service, Shanghai municipal foreign affairs office has selected 16 volunteers as a backup team to provide remote online translation support. If a Japanese called in for consultation, and the English customer service staff was unable to answer in Japanese, the staff would connect the Japanese volunteer on the spot for real-time communication. These volunteers will make sure their phones are on and able to translate all the time during the service hour.

除了12345市民服务热线配备两名英语坐席,市外办挑选了16名青年语言志愿者作为后备力量,做好远程在线翻译支持。如有日本人士打电话致电咨询,若12345的英语坐席不能回答,他会当场连线市外办的日语志愿者,进行实时三方互动。这些青年语言志愿者将确保手机畅通,及时连线翻译。

According to statistics, as of February 4, 12345 had received 63 inquires from foreigners, mainly including hotline service time, work visa, the entry and exit problems, etc., among which 52 inquires are about the epidemics, such as what hospitals foreigners can go if they find they are infected with coronavirus, how to pay the medical fees, whether the downtime would affect their entry and exit schedule and so on.

据统计,截至24日,12345共受理外籍人员各类诉求63件,主要包括热线外语服务时间、工作签证、以及出入境问题等,其中涉及疫情相关的来电52件,主要是在沪外籍人士咨询如果发现新型冠状病毒感染肺炎症状到哪可以救治、费用怎样结算、休假延期会不会影响出入境手续时效和正常行程等等。

At present, the multilingual service hour for foreigners is every day from 8 am to 8 PM. During the non-multilingual service hour, the center will automatically transfer the call to the duty room of Shanghai municipal foreign affairs office.

目前每天上午8点到晚8点,12345市民服务热线为在沪外籍人员提供咨询服务。非外语坐席服务时间,系统接到电话后将自动转接至市外办总值班室接听处理。

The cooperation between 12345 hotline and Shanghai foreign affairs office won’t be limited only during the period of the epidemic. The two sides has expressed that they will establish a long-term cooperation mechanism to better provide consultation services for foreigners in Shanghai.

12345市民服务热线和上海市外办的合作并非仅仅在此次疫情期间,双方表示将建立长期合作机制,更好地为在沪外籍人士做好咨询服务。

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