The Government’s Multicultural Access and Equity Policy has been developed in response to a key principle of
Australia’s Multicultural Policy: the People of Australia
.
The policy called for the Australian Government to strengthen its access and equity policies to ensure that government programs and services are responsive to the needs of Australia’s culturally and linguistically diverse (CALD) communities.
While the Department of Social Services is the lead agency for the Multicultural
Access and Equity Policy, each department has a role in delivering the policy.
This document outlines the Department of Industry ’s policy on Multicultural Access and Equity and provides information on how to access language services, including interpretation and translation services.
The department has a wide range of stakeholders and the provision of language services can be a vital means to ensure effective community engagement. It is recognised that some areas of the department may liaise with people whose English language proficiency is limited.
The Multicultural Access and Equity Policy is part of the Australian Government’s vision for a socially inclusive society in which all Australians are valued and have the opportunity to participate fully in Australia’s ongoing economic, social and cultural development. These principles are also embodied in the Government’s Social
Inclusion Agenda and Settlement Policy.
The Multicultural Access and Equity Policy includes the full spectrum of government work, including policy development, communication and engagement. Not restricted to service delivery agencies, it is important that such engagement is equally effective with all sectors of the community.
At its core, Multicultural Access and Equity Policy is about public service communications and delivery. It is about government agencies respecting and properly serving the multicultural diversity of Australian society and placing the public at the centre of its considerations.
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Specifically, Australian Government policies, programs and services should be applicable and accessible to all Australians who are eligible for them, be responsive to their needs and deliver equitable outcomes. Note: the requirements of this policy are not retrospective, instead focusing on delivery measures moving forward.
A key requirement under the Multicultural Access and Equity Policy is that all
Financial Management and Accountability Act 1997 departments and agencies prepare and implement two-yearly Agency Multicultural Plans (AMPs). These plans must outline key measures designed to facilitate the improved responsiveness and delivery of our services to better meet the needs of stakeholders from Australia’s
CALD communities.
AMPs are based around six ‘dimensions’ and each have their own set of minimum obligations, which Australian Government departments and agencies are required to meet and report on. These include:
1. Leadership
2. Engagement
3. Performance
4. Capability
5. Responsiveness
6. Openness
T he department’s AMP was officially launched in July 2013 and can be accessed on the Multicultural Access and Equity intranet page.
In addition to this policy document, t he department’s Corporate Division will implement incremental changes over the coming year through to July 2015 to ensure the requirements of the policy and AMP targets are met.
Completed activities and outcomes will be communicated in accordance with the department’s
Multicultural Access and Equity Internal Communications Strategy.
As outlined in the Government’s Multicultural Access and Equity Policy, there are a number of factors departments should consider when:

developing new policy proposals;

undertaking tender processes;

undertaking research projects and data collection initiatives;

planning for the delivery of program and service materials;
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
developing contractual arrangements; and

planning communication strategies, these include:

how do we effectively identify stakeholders and target groups?

do stakeholders have non English speaking backgrounds?

what are the needs and concerns of each stakeholder?

what are the current attitudes of the stakeholders?

what are the benefits to the department by ensuring we engage with all relevant stakeholders?

will the approach to stakeholder engagement activities have an impact, positive or otherwise, on outcomes and other services delivered by the department?

what are the cost and funding requirements involved with delivering languages services to stakeholders, based on identified needs?
The department engages with a broad cross section of stakeholders with different audiences for its products, services or messages. This means that the language and communication needs of the stakeholders will vary. Therefore, it is crucial that service delivery areas understand their stakeholder
’s needs and tailor language services accordingly.
Being able to identify language service requirements will improve the success of delivery and communication activities. Stakeholders and target groups can be identified in a number of ways, including but not limited to:

ABS Census data provides information on the Australian population as a whole; see Australian Bureau of Statistics .

Department of Immigration and Border Protection Settlement Database, which provides the general public and departments with statistical data on permanent arrivals to Australia, see Settlement Reporting .

Agency data collection. When interacting with stakeholders, it is best practice to collect data on linguistic and communication preferences to ensure delivery can be tailored to communication needs. Under Agency Multicultural Plans it is a requirement that the department collect data on engagement activities as they relate to mem bers of Australia’s CALD communities.
The costs of language services is an important consideration and should be factored into the cost of service delivery and by any third party contracted to deliver services. For example, it is important relevant areas of the department consider the
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costs for the delivery of interpreting and translating services when developing New
Policy Proposals, other budget bids, or when developing programs and services.
It is also important to build these considerations into procurement processes. This will ensure third parties seeking to deliver services on behalf of the department fully understand the diversity of the community they may need to engage with and can incorporate realistic costs (including those for language services) into their tender proposal or grants application.
Funding arrangements that do not adequately provide for third parties to deliver language-appropriate services to stakeholders, based on identified needs, may create challenges for equitable service delivery. If services are not appropriately costed at the beginning it may result in additional issues and costs arising at a later date.
When undertaking communications and language service costing activities it is recommended that line areas contact the department’s Communications and
Parliamentary Branch for more information and assistance at externalcomms@industry.gov.au
.
For the purposes of this document, ‘language services’ are defined as the measures taken to assist people who have limited ability to communicate in English. Language services may include:

provision of credentialed interpreters face-to-face, via telephone or video conference;

translation of documents from English into community languages and vice versa, plain English or use of story boards;

access to, accredited multilingual staff; and

use of multilingual information and educational material.
It is a requirement of the G overnment’s Multicultural Access and Equity policy that all departments develop a Language and Communication Plan. This section provides guidance on accessing translation and interpretation services when engaging with members of Australia’s CALD communities.
For the department to effectively engage and communicate with the community, we need to consider and understand who our stakeholders are, and the best way/s to provide services/programs to our individual stakeholders. A key component of service delivery may include those measures taken to assist people who have a limited ability to communicate in English.
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Where a genuine stakeholder need for language services has been identified our focus needs to be on communication channels available to connect people with our programs, services and messages.
Facilitating accurate communication between people who have different language needs, through the provision of language services such as interpreting and translating services, is an important step towards meeting the Australian
Government’s and the department’s commitment to multiculturalism.
The objectives of the Language and Communication Plan are to:

provide practical information for departmental staff regarding access to communications in languages other than English;

highlight best practice advice regarding language services that reflects
Australian Government access and equity obligations to ensure effective engagement with stakeholders, including through the use of domestic interpreting and translating services; and

assist the department to meet our Multicultural Access and Equity obligations.
More work is being undertaken by Corporate Communications to assist the department with delivering appropriate language and communication activities to stakeholders. Additional resources will become available to staff soon to further assist in their engagement with CALD communities (see Attachment A). In the meantime, if assistance is required send your request to externalcomms@industry.gov.au
The Accessing Language Information and Services document (at Attachment B) outlines activities where staff may consider engaging with CALD groups. It also provides information on how they can access available assistance.
With whole-of-government responsibility, the Department of Social Services is the lead agency for the Multicultural Access and Equity Policy.
Department of Industry enquiries regarding Multicultural Access and Equity matters should be directed to our Multicultural area at multiculturalaccessandequity@industry.gov.au
.
For enquiries relating to communications and CALD stakeholder engagement or language service costing, contact the Program and Corporate Communications team of the Communications and Parliamentary Branch at externalcomms@industry.gov.au
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Attachment A
Language & Communication Action Plan
Communications Activity Stakeholders Available by
Produce fact sheets for CALD engagement:

How to ascertain CALD target group - for program, product, service or message.

How to procure translation and interpretations services

How to access interpreting and translation services
– generic fact sheet for external customers

Program and Corporate Communications team

Procurement team

Universal McCann
Develop a short listing of practical examples of service delivery areas that have engaged with CALD groups. To be published on iCentral.
Develop 10 tips for engaging with CALD target groups to be published on Communications area of iCentral.
Develop an internet page (industry.gov.au) on how CALD groups can access translation services to engage with the department.
Service delivery areas that engage with CALD groups:

AusIndustry

Enterprise Connect

business.gov.au

Skills Connect

Program and Corporate Communications team

Contact Centre, AusIndustry Customer
Channel Management team

Human Resources

Program and Corporate Communications team

Contact Centre, AusIndustry Customer
Channel Management team
Combine all departmental relevant Access and Equity plans into one intranet presence, including Reconciliation Action Plan .

Program and Corporate Communications team
30 April 2014
30 June 2014
30 June 2014
30 June 2014
30 June 2014
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Attachment B
Accessing Language Information and Services
Before you begin any of these activities, it is recommended that you contact the Program and Corporate Communications team at externalcomms@industry.gov.au
They can advise you on any new information or assistance that is available relating to engagement with your CALD group.
Activity What to consider for CALD target group
NPP development Ensure that engagement with CALD target groups is costed into your communications component estimates of the NPP. Engagement could involve:

Presentations, consultations or workshops that require live or online interpreting services.

Direct telephone or face-to-face interpretation services.

Translation services for written information such as advertising, promotional material, instructions on how to apply, etc.
Access to information and assistance

Access the latest statistical information about CALD target groups by contacting the Program and Corporate
Communications team. This up-to-date information is available to them via the Australian Government’s master media buying agency.
 See the Department of Immigration’s ‘
Assessing interpreting and translating services form
’ a tool that will assist with assessment and calculation of costs.

ABS Census data provides information on the Australian population as a whole; see Australian Bureau of Statistics .

Department of Immigration and Boarder Protection
Settlement Database provides the general public and departments with statistical data on permanent arrivals to
Australia, see Settlement Reporting.
Policy development Acknowledge that this particular policy involves engagement with CALD groups.
Make reference to this document in your policy with wording such as, ‘for more information of engagement with CALD groups, see the department’s Multicultural Access and Equity
Policy – Language and Communication Plan [link on intranet]’.
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Attachment B
Activity What to consider for CALD target group Access to information and assistance
Communications strategy development
Procurement of language services
In engaging with CALD groups it is important to plan how information will be best received. Include your
CALD target group and its specific communications needs in your strategy. Also note the channels that would best engage with them. These channels could include:

Local community newspapers or publications

SBS TV or language-specific radio stations

Social media – engaging with children or grandchildren to onpass your information.
Contact the Program and Corporate Communications team on externalcomms@industry.gov.au
to discuss inclusions and assist in the development of the strategy.
If the stakeholder of your program, service or message is from a CALD group, you have a responsibility to offer assistance with translation or interpretation.

Written translations: information or online content for translation is procured via our Digital Communications team by sending an email request to online@industry.gov.au
.

Telephone or face-to-face interpretation: contact the
Translating and Interpreting Services (TIS) on 131 450, available 24 hrs 7 days a week. Also see their website: http://www.tisnational.gov.au/
Developing a costing of language services
Interpreting or translation services are provided by accredited professionals. There is a cost associated with these services that should be mentioned and allocated for in your NPP or Communications Strategy.

In the first instance, contact the Program and Corporate
Communications team at externalcomms@industry.gov.au
to access services available to them via the Australian
Government’s master media buying agency.

See the Depa rtment of Immigration’s ‘
Assessing interpreting and translating services form
’ a tool that will assist with assessment and calculation of costs.
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Attachment B
Activity What to consider for CALD target group Access to information and assistance
Deciding the target group to your needs
To ensure that your communications efforts are directed to the most relevant group for your program, service or message, you need to identify the target group. It also directs your spending to get the best value for money in your promotional activities.
In the first instance, contact the Program and Corporate
Communications team at externalcomms@industry.gov.au
to seek their advice on your communications activities.
Sourcing / contributing to statistics in my target group
Statistics are important in considering costs to communicate with your target group and which has the highest priority engagement for your program, service or message.
It may assist in determining how many are involved in your group and where they are located (city or regional location or States/Territories where there may be a higher density of your target CALD group population or businesses).

In the first instance, contact the Program and Corporate
Communications team at externalcomms@industry.gov.au
to access statistical services available to them via the
Australian Government’s master media buying agency.

Under the Agency Multicultural Plan it is a requirement that our department collect data on engagement activities as they relate to members of Australia’s CALD communities.
Ask the Translating and Interpreting Services (TIS) to send a copy of the services utilised to multiculturalaccessandequity@industry.gov.au
Design of program, product, service or message
In engaging with CALD groups it is important to plan how information will be best received. Include your
CALD target group and its specific communications needs in your strategy. Also note the channels that would best engage with them. These channels could include:

Local community newspapers or publications

SBS TV or language-specific radio stations
Social media
– engaging with children or grandchildren
Contact the Program and Corporate Communications team on externalcomms@industry.gov.au
to discuss inclusions and assist in the development of the design.
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Attachment B to onpass your information.
Activity
Presentations, consultations, interviews, workshops to target group
Contract development
What to consider for CALD target group
If your target group includes the CALD community, and you are undertaking face-to-face engagement with individuals or groups, you may consider utilising the services of an interpreter at the event or meeting.
When engaging a third party to deliver communications to your CALD group, remember to include these requirements in your contract.
Access to information and assistance

Telephone or face-to-face interpretation: contact the
Translating and Interpreting Services (TIS) on 131 450, available 24 hrs 7 days a week. Also see their website: http://www.tisnational.gov.au/

Presentation interpreters: where there is CALD representation, you may like to consider having an interpreter in attendance. To contact a National
Accreditation Authority for Translators and Interpreters
(NAATI) interpreter, use the ‘Find a Practitioner’ link and answer the questions. You will be provided with a listing of accredited and professional interpreters to contact directly.

Contact the Program and Corporate Communications team on externalcomms@industry.gov.au
to discuss inclusions and assist in the wording development for the contract.

Send your draft wording for inclusion in the contract to legal services for their clearance if necessary.
Record keeping on language services
Record keeping is important to ensure accountability of the department. It is also a requirement to keep records of CALD translation and interpretation services provided.
Under the Agency Multicultural Plan it is a requirement that our department collect data on engagement activities as they relate to members of Australia’s CALD communities. Ask the
Translating and Interpreting Services (TIS) to send a copy of the services utilised to multiculturalaccessandequity@industry.gov.au
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