22746 version 2 Page 1 of 4 Demonstrate knowledge of telephone interpreting as an employee in a public sector organisation Level 3 Credits 2 Purpose People credited with this unit standard are able to: describe the purpose of telephone interpreting; describe situations where telephone interpreting is appropriate; and explain the process of telephone interpreting. This unit standard is intended for officials in the public sector who are working with clients who need an interpreter. Subfield Public Sector Services Domain Public Sector Service Delivery Status Registered Status date 20 April 2006 Date version published 20 November 2009 Planned review date 31 December 2011 Entry information Open. Accreditation Evaluation of documentation and visit by NZQA and industry. Standard setting body (SSB) The Skills Organisation Accreditation and Moderation Action Plan (AMAP) reference 0121 This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do. Special notes 1 Definitions Interpreting means converting spoken messages from one language to another. Translating means converting written messages from one language to another. Official refers to the public service employee who is conducting the interview and/or interaction with the client. Client refers to the person who needs an interpreter. New Zealand Qualifications Authority 2016 22746 version 2 Page 2 of 4 2 To meet the performance requirements of this standard, the candidate may use the services of Language Line (a telephone interpreting service offered by the Office of Ethnic Affairs) or another telephone interpreting service provider. 3 Legislation relevant to this unit standard includes but is not limited to – the Privacy Act 1993, Official Information Act 1982, Human Rights Act 1993, and their subsequent amendments. Elements and performance criteria Element 1 Describe the purpose of telephone interpreting. Performance criteria 1.1 The difference between interpreting and translating is described in terms of its purpose. 1.2 The difference between telephone interpreting and face-to-face interpreting is described in terms of its function. 1.3 The issues relating to the use of a professional and/or trained interpreter are described. Range 1.4 issues relating include but are not limited to – ability to deal with sensitive issues, knowledge of client’s rights and obligations, ability to handle stressful situations, ability to handle complex and detailed information, confidentiality, impartiality. The issues relating to the use of family and/or friends as interpreters are described in terms of their role and potential conflicts of interest. Range issues include but are not limited to – overlap of advocacy with interpretation, confidentiality, overlap of support with interpretation, accuracy of information, use of a minor, use of people who are not trained as interpreters. Element 2 Describe situations where telephone interpreting is appropriate. Performance criteria 2.1 Situations where it is appropriate to use a telephone interpreter are identified and described. Range situations include but are not limited to – request by a non-English speaker, person cannot communicate fluently in English, person cannot be understood, person does not understand the communication, inappropriate responses are provided to questions. New Zealand Qualifications Authority 2016 22746 version 2 Page 3 of 4 2.2 Situations where it is inappropriate to use a telephone interpreter are identified and described. Range 2.3 situations include but are not limited to – evidence based interviews. The issues relating to why an official would use a telephone interpreter when dealing with a client are identified and described. Range issues relating include but are not limited to – equity of access, right to be represented, ease, accuracy and clarity of communication, quality of customer service, compliance. Element 3 Explain the process of telephone interpreting. Performance criteria 3.1 Process for clarifying client’s needs is explained in terms of requirements and support. Range 3.2 Considerations when working with a telephone interpreter are described in relation to managing an interview with a client. Range 3.3 considerations include but are not limited to – speaking clearly to the interpreter and client, pausing to allow interpretation, using plain English, checking progress, checking client’s body language where appropriate, clearly indicating the end of the session. The role of the official in the process is described in terms of their function. Range 3.4 requirements and support include but are not limited to – language, gender, age, accent. role includes but is not limited to – clarifying information, conducting the organisation’s business, facilitating the process of telephone interpreting, using the technology. Methods of conducting a telephone interpreted interview are described in terms of their advantages and disadvantages. Range methods include but are not limited to – face-to-face; speaker phone, headset/handset, handset; multiple interpreters and clients. Please note Providers must be accredited by NZQA, or an inter-institutional body with delegated authority for quality assurance, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. New Zealand Qualifications Authority 2016 22746 version 2 Page 4 of 4 Industry Training Organisations must be accredited by NZQA before they can register credits from assessment against unit standards. Accredited providers and Industry Training Organisations assessing against unit standards must engage with the moderation system that applies to those standards. Accreditation requirements and an outline of the moderation system that applies to this standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The AMAP also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements. Comments on this unit standard Please contact The Skills Organisation info@skills.org.nz if you wish to suggest changes to the content of this unit standard. New Zealand Qualifications Authority 2016