Language Services Policy: Department of Human Services
Language services policy Department of Human Services Department of Human Services
If you would like to receive this publication in another format, please email languages@dhs.vic.gov.au This document is also available on the Internet at www.dhs.vic.gov.au/languageservices
Unless indicated otherwise, this work is made available under the terms of the Creative Commons Attribution 3.0 Australia licence. The licence DOES NOT apply to any software, artistic works, images, photographs or branding, including the Victorian Coat of Arms, the Victorian Government logo and any Victorian Government departmental logos. To view a copy of this licence, visit creativecommons.org/licenses/by/3.0/au It is a condition of this Creative Commons Attribution 3.0 Licence that you must give credit to the original author who is the State of Victoria. Authorised and published by the Victorian Government, 1 Treasury Place, Melbourne. ISBN 978-0-7311-6670-1 (online) First released December 2013 Revised June 2014
Contents
This page has been left blank intentionally
Part 1: Policy Introduction
Victoria is one of the most culturally diverse and fastest growing populations in Australia, with more than a quarter of the population born overseas. Of those born overseas, three-quarters came from non English-speaking countries. Victorians come from over 200 countries, follow more than 135 different faiths, and nearly a quarter of the community speak a language other than English at home 1 . The Department of Human Services is committed to providing equitable and responsive human services to Victorians from culturally and linguistically diverse backgrounds. Delivering for all:
Department of Human Services Access and Equity Framework 2013
–17 outlines the department’s plan to meet its obligations to a range of human rights legislation and Victorian Government policies. This Language services policy is consistent with the Using interpreting services: Victorian government guidelines on policy and procedure. These guidelines are available from the Office of Multicultural Affairs and Citizenship website
Purpose
These policy and procedure guidelines assist departmental staff and funded organisations to identify the circumstances in which language services must be provided to support clients to access their services. This includes interpreting and translation services, including Australian Sign Language (Auslan), the language of the Australian Deaf Community. Effective communication between service providers and clients is an important element of high quality and safe services. Inadequate communication with clients who have limited English proficiency, or who use Auslan, limits their ability to access services and to participate in decision making processes which have consequences for their lives. When service providers and clients do not share the same language and culture, this may impact on the quality of care clients receive. Language services facilitate effective communication between service providers and clients to make services and programs more accessible to people, regardless of their proficiency in English.
What are language services?
Language services include a range of tools for communicating with people, including: accredited interpreters to transfer oral or Auslan from one language to another translated written information in languages other than English staff members who speak another language to provide assistance to clients and staff in low-risk communication encounters 1 Victorian Multicultural Commission website
bilingual staff to provide services to clients in a language other than English.
Legal responsibilities of department programs and funded organisations
The department operates within the policy and legislative frameworks of the Victorian Government and is obliged to report annually on the use of interpreting and translation services under The Multicultural Victoria Act 2011. Under Delivering for all, the department and funded organisations must also comply with the Racial Discrimination Act 1975 (Cth), the Disability Discrimination Act 1992 (Cth), the Equal Opportunity Act 2010 (Vic) and the Charter of Human Rights and Responsibilities Act 2006 (Vic). These acts require that: The department and its funded organisations provide equitable access to services to people from culturally and linguistically diverse backgrounds, including people with disabilities. Organisations must not directly or indirectly discriminate against people on the basis that they have limited English proficiency or that they use a form of sign language.
Duty of care
The department and its funded organisations owe a duty of care to anyone who is reasonably likely to be affected by the department’s, or its funded organisations’, activities. Loss or injury caused by a failure to satisfy the duty of care can expose the department or funded organisations to a claim for compensation. In the context of the provision of services and programs, persons who may be affected by the activities of the department or a funded organisation can include: clients of services or programs families and carers of clients. The department and funded organisations have a duty to provide language services appropriate to a person’s needs. The duty of care may be breached if a staff member unreasonably fails to provide, or to ensure appropriate access to, language services. For example, where a client has limited or no English language skills, or uses Auslan, the organisation may need to provide an appropriately trained interpreter to ensure the client understands the information being provided to them. In some instances, the department arranges translations of policies and information. In such cases the department has a duty to ensure translations are accurate and not likely to cause harm. More information on the Victorian Government’s duty of care responsibilities with regard to language services can be found on the Office of Multicultural Affairs and Citizenship website
A whole-of-government responsibility
The Office of Multicultural Affairs and Citizenship has a role in addressing broad workforce planning and language services quality issues. The Office works with a range of stakeholders 2 Language services policy: Department of Human Services
including professional bodies such as the Australian Institute of Interpreters and Translators (AUSIT) and the National Accreditation Authority for Translators and Interpreters (NAATI). The department works cooperatively with the Office to ensure that the needs of the funded sector are considered when policy and workforce development is undertaken.
Minimum requirements for language service provision
The Victorian Government ’s Using Interpreting Services guidelines define three main critical points at which clients must have access to interpreting and translation services: 1. The client is being informed of their rights and responsibilities (for example, about privacy or confidentiality). 2. Essential information needs to be communicated and understood to inform decision making (for example, regarding services or referral options). 3. Giving informed consent (for example, to release information or on Power of Attorney or guardianship matters). The following nine points are a broader summary of the circumstances in which language services are essential to enable Victorians to effectively participate in decision making about their services during contact with departmental services or funded organisations. This includes clients with limited English proficiency or who use Auslan. These points are further expanded in subsequent sections below. 1. Services and funded organisations are responsible for ensuring clients are made aware of: – their rights to communicate in their preferred language – when and how to ask for an interpreter. 2. Services and funded organisations are responsible for providing appropriate language services when: – the client requests an interpreter or expresses a need to communicate in their preferred language – staff are unable to effectively communicate with a client. 3. The role of family, carers, and other support persons in advocating for, and supporting a client is valued and understood as separate to the role of an accredited interpreter. 4. NAATI accredited Professional practitioners should be used, wherever possible. Where a Professional practitioner is not available, a practitioner accredited at a lower level may be engaged to interpret or translate information that they are competent to do. 5. Clients must be provided with reasonable access to a Professional Interpreter when: – essential information needs to be communicated; and/or – they are required to make significant decisions concerning their lives (refer above to the ‘three main critical points’). Language services policy: Department of Human Services 3
6. Any individual under the age of 18 must not be asked to act in the place of an accredited interpreter or to relay health information between health staff and a client. 7. Family members, carers, or other support persons of a client should not be asked to act in the place of an accredited interpreter. They may assist in communicating with a client where an interpreter is required but not available. The decision to do so, and the circumstances justifying that decision, must be documented within the client’s file. 8. Bilingual staff, whose duties specifically involve communicating information with clients in languages other than English, should not communicate information that is legally binding, or puts either the client or organisation at risk. 9. Staff who speak a language other than English, may provide language assistance to clients or staff to fill low-risk communication gaps. These staff should not be asked to act in the place of an accredited interpreter.
Policies and procedures for funded organisations
The department’s funded organisations should develop their own specific language service policies and procedures that are aligned to the department ’s policy. Resources to support the development of organisation-specific policies include the Victorian Government guidelines, Using Interpreting Services: Victorian Government Policy and Procedures, and the department’s Language services access guide which is available on the Department of Human Services website
Promoting language services
Organisations and staff have an important role to play in actively promoting language services, including the availability of interpreters. This can be achieved by using a range of communication strategies such as signage incorporating the National Interpreter Symbol, posters and brochures in client contact areas, reception areas, in other public areas, or on websites. The National interpreter symbol is endorsed by the Commonwealth, state and territory governments. The symbol provides a simple way of indicating where people with limited English proficiency can ask for language assistance when using government services. The interpreter symbol can be downloaded in jpeg and eps formats from the Vic torian Multicultural Commission’s website
and should be part of standard intake procedures. Where specific language services are required by a client, such as an interpreter; this information should be systematically recorded as part of the client’s record with appropriate flags to alert others about the client’s needs where appropriate.
Assisting clients with multiple or complex communication needs
Some clients may have difficulty communicating because their speech is ineffective or they have no speech. Clients with complex communication needs may be supported to access services in a number of ways, which may include: electronic communication devices written word pictures, drawing and object symbols using Deaf Interpreters, who relay information from an Auslan interpreter. Further information on how to communicate with, and support clients with complex communication needs may be found on the following websites: Scope Communication Resource Centre contains information on communication aids, resources and training. Visit the ScopeVic website
Staff training
Successful implementation of language services requires all staff to develop awareness, knowledge and skills of good practice in delivering culturally responsive services. All staff should know how to: effectively communicate with clients with diverse cultures and languages identify and deal with sensitive gender, ethno –specific, religious and political issues identify when a client needs an interpreter communicate effectively through an interpreter determine the mode of interpreting best suited to particular situations deal with complaints about interpreting and translating services. Organisations that regularly engage interpreters should provide interpreter and cultural awareness training for all staff. Training can be successful in overcoming initial staff resistance or discomfort in working with interpreters by assisting staff to understand the importance of addressing language barriers and how to organise and work with interpreting services. Providers of specialist information, training and support to assist organisations to work more effectively with clients from culturally and linguistically diverse backgrounds and interpreters include: Language services policy: Department of Human Services 5
the Centre for Culture, Ethnicity and Health
Knowing your clients – emerging communities
The following resources provide information that may help you understand your clients and emerging communities. For a snapshot of Victoria’s diversity visit the Office of Multicultural Affairs and Citizenship website
Part 2: Procedures Engaging with accredited interpreters and translators
Interpreters and translators
An interpreter is a professionally-qualified person who takes information from an oral or sign language and converts it accurately and objectively into another language to enable communication between two parties who do not share a common language. This means that they will interpret everything that is said and not add, modify or delete information. This includes incoherence, hesitations, unclear statements, profanities or nonsensical mutterings. An interpreter will remain impartial at all times and will not express an opinion or act as an advocate for the client. This is the reason interpreters will use the first and second person, rather than the third person when relaying what the client has said. A translator is qualified to do the same with written information, converting written information accurately and objectively into another language. Translated resources are an important way of providing multilingual information to clients. There are three main styles of interpreting which are relevant to service provision. Knowing the difference between these will help you to determine which style is best for the situation. Consecutive interpreting is the most common style of interpreting where the speaker and the interpreter speak one after the other. The interpreter listens to a few sentences or messages and then relays this in the other language, while the speaker listens. The speaker will continue and the process repeats itself. Sight translations occur when an interpreter is required to provide oral and instantaneous interpretation of a written text, such as a consent form. Simultaneous interpreting is commonly used in conference proceedings where the interpreter listens to the first words that the speaker says, then proceeds to interpret this immediately and continuously as the speaker continues to talk, so that the speaker and the interpreter are speaking simultaneously.
Why the need to engage accredited interpreters and translators
Interpreters and translators are important for service provision as they allow complete communication between a service provider and a client. The failure to identify the need for, or to use appropriately accredited professionals, runs a high risk of inadequate communication that could result in inappropriate care or adverse outcomes. Using untrained interpreters, family members, carers or other support persons in sensitive situations, or where there is any possibility of misinterpretation, exposes the client and the organisation to risk, which could have legal consequences. Language services policy: Department of Human Services 7
Family members, carers, and other support persons should not be used in the place of a professional interpreter because of: potential breaches of confidentiality possible misinterpretation conflict of interest potential loss of objectivity conflict of roles unintended harm or exposure to emotionally distressing information. Individuals who are not trained as interpreters generally have little or no understanding of service provision or terminology, or of the importance of accuracy and completeness of the messages conveyed. Some words do not have an equivalent word in another language. As a result new information is often added or critical information omitted, which leads to significant changes in the nature of the original messages. Family members, carers, and other support persons have an important role in advocating for and supporting a client. This role should be valued and understood as separate to the role of professional interpreter. Client preferences for having support persons involved in significant discussions and decision making about their lives should be respected and accommodated.
Accreditation of interpreters and translators
It is Victorian Government policy that wherever possible, organisations should use interpreters and translators accredited by the National Accreditation Authority for Translators and Interpreters (NAATI) at the Professional level. NAATI accreditation is the only qualification officially accepted for the profession of translation and interpreting in Australia. Accredited interpreters and translators act in accordance with the Australian Institute of Interpreters and Translators (AUSIT) code of ethics. NAATI also provides an online directory of accredited interpreters and translators. Auslan interpreters are required to abide by the Australian Sign Language Interpreters’ Association code of ethics. The association also provides a directory of Auslan interpreters. The NAATI credentialing system for interpreters and translators details the required competencies. The following table summarises the most common accreditations relevant to working with clients. Credential Professional Accreditation Paraprofessional Accreditation Competency The interpreter or translator is competent across a wide range of subjects, including communicating specialist or technical information. The interpreter or translator is competent to communicate in general conversation situations or subject matter, but not specialist information. 8 Language services policy: Department of Human Services
Credential Recognition Competency This credential is an acknowledgement that the applicant has had recent and regular work experience as an interpreter or translator but no level of proficiency is specified. This is often the only credential available for practitioners working in new or emerging languages. Language Aide This credential is awarded based on success in a NAATI test. The test assesses the candidate’s bilingual skills in a ‘customer service’ scenario. This is not a credential in interpreting or translating and should not be construed as such. Visit the AUSIT website px> for more details on their code of ethics. Visit the Australian Sign Language Interpreters’ Association website < http://asliavic.com.au> for more information on their code of ethics. For more information on the NAATI credentialing system, see the NAATI website Sometimes it will not be possible to use a professionally-accredited interpreter. This may be because there are no professionally-accredited interpreters available in a particular language, or they cannot be located in an emergency. Rural areas in particular may experience difficulty in locating suitably qualified interpreters. In these cases: Decide whether it is possible to reschedule the client’s appointment time to when a suitably qualified interpreter is available. If an onsite interpreter was planned but did not eventuate, try to obtain a telephone interpreter instead. They are often available when face-to-face interpreters are not. If a professional interpreter is not available, engage an interpreter accredited at a lower level and record the reason for this in the client’s file. Interpreters accredited at the Paraprofessional level are competent to communicate in general conversational situations or subject matter, but not specialist information. They should not be asked to interpret beyond their level of competence. Clients may sometimes refuse to engage with an interpreter, even when they require one. This could be because of concerns about confidentiality and privacy, particularly in smaller ethnic communities. It might also reflect the client’s concern about the gender, religious or ethnic background of an interpreter. What can be done in these cases will depend on a range of factors, but options could include: Exploring the reasons for the refusal with the client via a telephone interpreter, family member or other support person. Language services policy: Department of Human Services 9 Explaining to the client the possible consequences of not using a professional interpreter, including risk of misinterpretation and inappropriate service. If possible, communicating without an interpreter for a period, and then reassessing the situation. As a last resort; asking family members or support persons to provide assistance to gather sufficient information to deal with the immediate problem. If not appropriate; discontinuing the communication exchange until an interpreter can be organised. If the situation is an emergency; dealing with it according to standard operating procedures. If a client still refuses, record the client’s refusal in their file. Requesting people less than 18 years of age to act in the place of a professional interpreter is not acceptable. In extreme cases, and where no other option is available, children may be asked to obtain basic information, such as an adult’s name, with the reason for making this decision clearly documented in the client’s file record. Multilingual staff can be an effective way of engaging with culturally and linguistically diverse clients, and supplement the work carried out by qualified interpreters. There are important differences in the qualifications and skills, professional codes of ethics, language proficiency and role definitions between: staff who speak another language but have not been trained and accredited to use their language skills in their occupational role those staff who have been recruited to use their bilingual skills in a specific role to provide information to clients in languages other than English accredited interpreters. Accredited interpreters, bilingual workers, and staff members who speak languages other than English complement each other and provide a diverse language environment within which clients are better able to gain access and support when interacting with staff. Staff who speak another language may use their multilingual skills to provide language assistance to clients or staff to fill communication gaps, where the risk to the client or organisation from miscommunication or misunderstanding is minimal. For example, helping a receptionist determine a client’s presenting issue or telling a client the date, assisting with directions within the organisation or confirming simple arrangements. These types of communication exchanges require basic level knowledge of the language and the risk of miscommunication is minimal. In these cases, the staff member should be aware of the limits to language fluency and when to seek additional assistance. Organisations can support these staff by having policies and guidelines about how these staff may use their language skills, and the requirement for other staff not to request these staff to act beyond their role of providing language assistance to fill low-risk communication gaps. 10 Language services policy: Department of Human Services It is not appropriate to ask multilingual staff to act as interpreters of information or to relay information to clients. Professional interpreters are required in those circumstances. It is important that as part of the employment process, or before staff are asked to provide language assistance, that the language skills of bilingual workers are verified in both English and in their other languages. Language skills can be verified through a NAATI Language Aide or Interpreter test. Staff who speak languages other than English may be eligible for a Victorian Public Service Language Allowance. More information about the allowance is available from the Victorian Multicultural Commission website The first step in determining if an interpreter is needed is to assess how well the client can understand information in English. Stressful or unfamiliar environments may affect a client’s ability to communicate effectively, even if they have reasonable proficiency in English. An effective method for assessing English proficiency is to conduct a short, informal interview with the person asking for basic details about their reason for attending and their background. It is important to ask questions that will require a sentence to respond, rather than a simple word. As this will test both their ability to understand and explain things. Questions may include: What is the reason you came here today? How would you describe your English language skills? How long have you been learning English? How did you come to Australia? Another technique is to ask the person to repeat what you have just said in their own words. If you are unsure about a person’s ability to understand and discuss their concerns it is always recommended to ask: What is your preferred language to speak? Do you need an interpreter? Engaging an interpreter is recommended if the client: demonstrates no understanding of English when asked basic questions and is unable to have an everyday conversation. For example, the person cannot respond in English when asked their name, address or date of birth is only able to respond in English in a limited way, or uses English that is difficult for you to understand. For example, the person is able to understand and uses simple greetings but little more Language services policy: Department of Human Services 11 is Deaf and uses Auslan relies on family or friends to communicate on their behalf prefers to communicate in their preferred language is able to communicate in English, but is in a stressful or unfamiliar environment. An interpreter must be used in these scenarios if the client is: required to make significant decisions concerning their lives being informed of their rights being provided with essential information to inform decision making, including giving informed consent. Departmental staff and funded agencies are required to develop an awareness, knowledge and skills of good practice in delivering culturally responsive services. Ensure that all staff know how to access language services and are trained to recognise when they are required and how to use them effectively. It is important to advise clients that interpreters are available and are free of charge. The best way to find o ut if the client wants or needs an interpreter is to ask ‘Do you need an interpreter?’. Alternatively, use a flashcard containing the interpreter symbol to ask this question. An accredited interpreter should be used if: the client requests an interpreter the client expresses their wish to communicate in their preferred language staff have difficulty communicating effectively with the client. Clients may not: be aware interpreter services are available be aware they are entitled to the service know how to request or work with interpreters. Assuming a client’s language is based on their country of birth can be unreliable, as many countries have multiple dialects or languages. The client’s spoken language may be determined by: checking for information about spoken language in referral documentation asking the client which language they speak. seeking the assistance of English –speaking friends, family or multilingual staff if the client is unable to advise which language they speak using visual aids that list languages, as the client may be able to point to the language they speak 12 Language services policy: Department of Human Services contacting a language services provider who may be able to assist through the use of telephone interpreters. Where the client speaks a less common language, ask the client if they speak a second language and how well. If an interpreter is not available in their preferred language, an interpreter may be available in their second language. Telephone, face-to-face and Video Relay Interpreting services are available in Victoria. A face-to-face interpreter attends an appointment in person. Face-to-face interpreting should be provided for complex, lengthy or legally binding matters that need discussion. The benefit of face to-face interpreting is that it facilitates verbal and non-verbal communication, which fosters better understanding of information. Generally face-to-face interpreting is more expensive and requires booking in advance. Onsite interpreter bookings have three rate structures: 60 minutes, 90 minutes and daily. Any additional time after the initial booking, will be charged at 15-minute intervals for people with limited or no English language skills and 30 minutes for Auslan. While it is understood that there is a need for meetings to extend beyond 90 minutes it is preferred that, where possible, meetings are limited to 90 minutes. Book your service as far ahead as possible (up to 30 days). Bookings can be made via the online booking system, by telephone and by email. The most efficient service is provided through the online booking system, and department staff and funded community organisations are encouraged to book using the client portal on the VITS website < www.vits.com.au>. Note: If you need to cancel a booking, you should do this as soon as practicable as cancellations with less than 24 hours notice will incur charges on a sliding scale. Cancellations with 3 hours or less notice will incur a full fee charge. In rural and regional areas the availability of face-to-face interpreters in some languages may also be a limitation. Interpreting services can be delivered via telephone. Telephone interpreting is particularly useful in emergency situations where immediate assistance is required. It is less expensive than face-to face interpreting and provides access to broader services in rural and regional areas, and to less common languages. It also plays a role in e stablishing the language spoken by a client or the nature of the client’s presenting issue before a face-to-face interpreter can be organised, particularly where the language spoken is less common. Generally, bookings are made in 15-minute intervals. It is most cost effective when pre-booked in business hours. It is more effective when a landline is used rather than a mobile phone. A dual handset should be used to avoid passing a handset between the client and staff member. Telephone interpreting is not suitable for Auslan clients because it cannot take account of non verbal behaviour. Language services policy: Department of Human Services 13 Auslan, is the natural language of the Australian Deaf community. Auslan has evolved over time to meet communication needs. It uses hand shapes, movements, facial expressions and orientation. Where a client is Deaf or hard of hearing and the language service provider is not able to provide face-to face Auslan interpreting, the department’s Video Relay Interpreting service, accessed via the internet, is a designated service for Deaf or hard of hearing people. The Video Relay Interpreting service makes it possible for them to communicate in Auslan with hearing people in the same room. The Video Relay Interpreting service is based at fixed locations within regional and metropolitan areas. For locations and for more information visit the department’s website There are a range of cultural and language issues that should be considered when booking an interpreter. The suitability of the interpreter is an important consideration, in particular ethnicity, religion and gender may be important to some clients or when discussing sensitive issues. In some languages, there are few or no accredited interpreters. Interpreters of uncommon languages are called on to interpret in a variety of situations, some of which may be sensitive and beyond their interpreting expertise. In some cases, the client may know the interpreter or vice versa. Knowing the name of the interpreter prior to the appointment may be helpful in identifying any concerns the client may have. The Language Services Access Guide explains the requirements and processes for language services’ activities including booking an interpreter, organising translations (where specified), funding, eligibility and conditions of use. The department’s language services credit line provides access to language services through an identification number (PIN). This PIN identifies organisations or department staff as an authorised user of the service and determines the type of access they have to credit line services. Making a booking is essential for face-to-face interpreting and may be required for some telephone interpreting. To facilitate the booking process, the following information should be collated prior to making a booking: client’s name language or dialect spoken preferred gender of the interpreter, where relevant date and time of the appointment address of the organisation and agency PIN name and contact details of the staff member the interpreter needs to liaise with 14 Language services policy: Department of Human Services nature of the matter to be discussed to enable the language service provider to match the skills of the interpreter with the demands of the matter. When making the booking: ask for a professional interpreter, or if this is not possible, ask for a paraprofessional interpreter specify how long the appointment will take, allowing sufficient time prior to the appointment to brief the interpreter. Please refer to program specific requirements when planning the appointment to ensure that an interpreter can be arranged and that the client is familiar with the process of working with interpreters. It may be useful to provide the client with translated material on the process for using an interpreter prior to the appointment. The interpreter will be better placed to accurately interpret, and also to prepare themselves for difficult or confronting information that might be discussed during the appointment, if they have a clear understanding of: the purpose of the appointment how the staff member will conduct the appointment the staff member’s role terminology likely to be used, including jargon the background and content of the issues to be discussed the safety protocols to be used within the appointment and any safety concerns, in case the appointment needs to be stopped. For example, a code word in case the staff member or the client becomes concerned or distressed. Interpreters should not be left alone with the client prior to, during or after the appointment. This minimises situations where the interpreter and client are drawn into personal conversation or the interpreter is requested by the client to provide advice or guidance. If the staff member must leave the room during the appointment, they should take the interpreter with them and explain to the client their reason for leaving the room. Additionally, allow the interpreter to leave separately to the client at the conclusion of the appointment. Establishing and maintaining the following behaviours during the appointment will assist the staff member to communicate respectfully with the client: Introduce the interpreter to the client. Maintain eye contact with the client (not the interpreter) throughout the appointment. Always speak directly to the client and not the interpreter. Speak to the client in the first person. For example, say ‘What time did you arrive today?’ instead of ‘What time did she arrive today?’ Language services policy: Department of Human Services 15 Speak clearly, in simple sentences and avoid jargon. Make one point at a time and then pause to allow time for the interpreter to interpret what was said, and for the client’s response. Do not talk to the interpreter and exclude the client. Everything that is said during the appointment must be interpreted. Allow the interpreter to clarify information. If there is a need to clarify information with the interpreter, ask that this be explained to the client first. Allow the client to ask questions or raise issues at any time in the appointment. If there are any questions about the client’s cultural background, ask the client directly and not the interpreter. Do not ask the interpreter to modify or omit information to suit the client’s cultural background. At the end of the appointment, summarise the discussion and check whether the client is ready to end the appointment, and that there are no further questions. If at any stage during the appointment there are any concerns about the interpreter’s behaviour interfering with the appointment in a detrimental way, the appointment should be stopped. Provide any positive feedback about the appointment and the way in which the interpreter assisted in the running of the appointment. Discuss with the interpreter the process of the appointment and any issues experienced during the appointment. Raise directly with the interpreter any unprofessional or unsatisfactory practices by the interpreter. Do not seek the interpreter’s opinion on the client or what the client communicated. The department’s Language Services Access Guide outlines the requirements and processes for organising translations. Providing translations does not replace the need to engage with interpreters. Translated information can be used to supplement interpreting services, but not to replace it. When determining the value of translated information, the following questions should be considered: What is the message? Who is the target audience? Is translation the best way of communicating with the target audience? Some clients may not be literate in their preferred language as a result of limited or disrupted education. Also, different communities may have particular preferences for receiving information. For example, communities with a strong oral language tradition may not be used to written communication. There are alternative ways of providing multilingual information including: 16 Language services policy: Department of Human Services producing information in Auslan in video format information sessions, seminars or presentations audio visually through podcasts, CDs or DVDs multilingual telephone lines, or telephone interpreters storyboards including images, photos, diagrams or charts Easy English. Many of the above mediums will require translation — for example, translating English language script for audio information or multilingual phone lines. Also, not everyone will have access to these mediums. There are a range of consultation methods that can be used to find out the communication preferences of the target audience: focus groups with community members local culturally appropriate committees Victorian Multicultural Commission’s Community Directory Easy English involves taking complex language and making it as simple as possible without changing the meaning. It makes information accessible to people who have difficulty reading and understanding written text, by using clear, simple language and diagrams. Producing an Easy English version of the source information may be useful in some situations where a basic level of English proficiency has been acquired by a community. Advice should be sought from the relevant community organisations to determine whether this option is appropriate. For more information on Easy English visit the 13_web.pdf>. Scope website Maintaining and promoting the professionalism of interpreting services is extremely important, so that workers and clients can have confidence in the quality of interpreting services. Interpreters are expected to be accountable to and comply with the code of ethics developed by AUSIT. If an interpreter fails to comply with the code of ethics, the organisation can take action. A copy of the AUSIT code of ethics is available on the AUSIT website . 18 Language services policy: Department of Human Services Refer to the policy in this document for the minimum requirements for language service provision. Language services policy: Department of Human Services 19 20 Language services policy: Department of Human Services When an interpreter is not available
When a client refuses to use an interpreter
Children and interpreting
Multilingual staff
Staff who speak another language
Determining the need for an interpreter
Assessing English proficiency
Promoting the availability of interpreters
Identifying spoken language
Arranging for an interpreter
Deciding the mode of interpreting
Face-to-face (onsite or offsite)
Telephone
Video Relay Interpreting Service
Assessing cultural and language issues
Making a booking through a language service provider
Working effectively with interpreters
Before the appointment
During the appointment
After the appointment
Translating resources
Easy English
Complaints and feedback
Appendix 1: The interpreting process
Appendix 2: The translation process
