Arran Jones, National Manager

Engagement with
Refugee Communities
- Language Support
Arran Jones, National Manager,
Ministry of Social Development
Presentation to NRRF Forum
© Ministry of Social Development 2014
• Overview of language support
– Multi-Lingual Line
– Language Line
© Ministry of Social Development 2014
Overview – Multi-lingual Line
• The Multi Lingual 0800 numbers are part of the service that
Work and Income provides.
• Work and Income customer service representatives who
speak other languages take enquiries about Work and Income
matters from callers and talk with them in their own language.
• These 0800 lines are available for clients between 8.30am and
• There are currently 11 different languages available and each
has their own specific 0800 number.
© Ministry of Social Development 2014
Overview – Language Line
• Language Line is a telephone interpreting service for clients
for whom English is their second language, and where they
need help to complete business transactions.
• Language Line uses qualified interpreters to interpret a
client's language into English.
• The call involves three people, the Interpreter, a Work and
Income staff member and the client (sometimes a client may
have an agent with them).
© Ministry of Social Development 2014