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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.
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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.
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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.
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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