+
Language Services access guide
September 2014
Language services access guide
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.
September 2014
ii
Language services access guide
i
Contents
1.
Introduction ...................................................................................................................... 3
2.
Overview .......................................................................................................................... 3
3.
Access to language services – PINs ................................................................................ 4
4.
VITS services ................................................................................................................... 4
5.
Service availability ............................................................................................................ 5
6.
Booking a language service ............................................................................................. 5
On-site interpreter bookings ......................................................................................................................... 5
Telephone interpreter bookings .................................................................................................................... 6
Translations .................................................................................................................................................. 7
Video conferencing ....................................................................................................................................... 8
Video relay interpreting................................................................................................................................. 8
7.
Who pays for the language service? ................................................................................ 8
8.
The language services credit line system ......................................................................... 9
DHS credit line conditions of use ................................................................................................................. 9
What happens if the credit line monthly limit has been reached? ................................................................ 9
Who is eligible to use the credit lines? ......................................................................................................... 9
Who is not eligible to use the credit lines? ................................................................................................. 10
9.
Free to purchase ............................................................................................................ 10
10.
Making a complaint ........................................................................................................ 10
Appendix: Organising a translation checklist ........................................................................... 11
Step 1: Deciding whether to prepare a translation ..................................................................................... 11
Step 2: Preparing the document for translation .......................................................................................... 11
Step 3: Getting a quote............................................................................................................................... 12
Step 4: Questions to ask when ordering a translation or interpreting service ............................................ 12
Step 5: Finalising your material .................................................................................................................. 13
Helpful resources ........................................................................................................................................ 13
Language services access guide
ii
Language services access guide
3
1. Introduction
The Multicultural Language Services program is a key initiative of the Victorian Government aimed at
improving interpreting and translating services for Victorians from culturally and linguistically diverse
backgrounds. A range of initiatives are in place to help increase the supply of interpreters and
translators in Victoria and to optimise the use of language services by government service providers.
Improving the provision of language services will help make government services more accessible to
Victorians with limited English language proficiency.
Delivering for All is the Department of Human Services (DHS) four-year access and equity framework
outlining the department’s commitment to ensuring that services provided by the department are
accessible and support every Victorian to participate in our community. Language services are an
important component of this framework that assists the department to respond to diversity.
The Department of Human Services Language Services policy recognises that effective
communication is essential to the delivery of high quality services. The policy:

outlines the requirements necessary to enable people who cannot speak English, or who
speak limited English, to access professional interpreting and translating services when
making significant life decisions and where essential information is being communicated

addresses the language needs of people who are deaf and who use sign language as their
primary mode of communication, particularly Australian Sign Language (Auslan)

assists in the identification of critical points for language service provision to ensure that
people can make informed decisions about their lives.
The program, framework and policy inform this Language services access guide.
2. Overview
The delivery of culturally responsive and equitable services is a core activity of the department. The
department has consolidated interpreting and translation services into a whole-of-department
approach for better alignment with the new organisational structure.
The new approach means a single preferred provider will provide language services to both
department staff and funded organisations, with access to services being determined by location not
program. Therefore, an organisation will be identified according to the DHS area their service delivery
office is located.
The Victorian Interpreting & Translating Services (VITS) is the department’s provider for language
services and should be used in all cases unless VITS indicate they are unable to provide the service.
VITS also operate the Public Housing Language Link service for people who speak a language other
than English or have difficulty reading written information. Public Housing Language Link provides prerecorded information about housing assistance in ten languages and English and can connect people
to the local housing office with an interpreter. www.dhs.vic.gov.au/for-individuals/housing-andaccommodation/public-housing/living-in-housing/support-services/office-of-housing-interpreterservices
This Department of Human Services Language Services access guide was developed to explain the
requirements and processes for language services activities including booking an interpreter,
organising translations, funding, eligibility and conditions of use.
Language Services access guide
4
3. Access to language services – PINs
VITS provides access to language services through an identification number (known as a PIN). This
PIN identifies organisations or department staff as authorised users of the service and determines the
type of access to VITS services.
Departmental staff and funded organisations will be allocated PINS by VITS based on the location in
which they deliver services. For example, a funded organisation may operate services from offices
located in three departmental areas and in this case they will have three PINs; a PIN for each
location1.
Similarly, department staff located in DHS area offices will have access to a PIN to cover all the staff
in that DHS area. On the other hand, DHS divisional staff delivering services to clients will use the
appropriate area PIN related to the residential address of the client.
The department’s central office branches will be allocated a PIN to cover access by all staff in the
branch.
VITS will manage PINs and will provide reports to the department on language service usage to assist
the department to monitor language service usage and demand.
VITS will allocate PINs and a summary of the PINs allocated to funded organisations is available via
My Agency on the Funded Agency Channel (FAC): https://hns.dhs.vic.gov.au/facadmin/home.aspx
PINs must not be disclosed to third parties. The department will receive reporting on the use of PINs
and will question inappropriate use.
The Department of Health and the Department of Education and Early Childhood Development
operate separate language services arrangements. Therefore a funded organisation may have PINs
for each of these departments’ funded programs as well as for the services funded by DHS.
PINs issued by each department must only be used to support services funded by that department.
The DHS PINs relate to a location so it is important that users ensure that they are using the correct
PIN for both the service and location.
The department will be monitoring all usage and will be able to identify any misuse of PINS. Where
PINs have been misused, the organisation may be invoiced for that service. The department reserves
the right to withdraw PIN and credit line access.
DHS funded organisations that do not have a PIN should contact the department via email:
languages@dhs.vic.gov.au
4. VITS services
Four types of language services are available from VITS:
1

telephone interpreting

on-site interpreting (spoken languages and Auslan)

translation

video conferencing and video relay interpreting.
If the organisation receives health, funding the organisation will also have a PIN for each of the health programs delivered.
Language Services access guide
5
5. Service availability
VITS language services are available 24 hours a day, seven days a week. Where possible, please
book all language services, including telephone interpreting, ahead of time and arrange these services
within normal business hours. It is understood, that this is not always possible and VITS is contracted
to provide out-of-hours services.
If you need an immediate, urgent service, please consider whether a telephone interpreter will meet
your/your client’s needs.
Interpreter and translator availability
Availability of language services depends on the availability of interpreters and translators. VITS will
advise you after the booking has been placed whether the service requested is available and will
suggest alternative ways of meeting the service requirement if your request cannot be met.
6. Booking a language service
On-site interpreter bookings
On site interpreter bookings have two rate structures: 90 minutes and daily. Any additional time after
the initial booking, time will be charged at 15-minute intervals (or 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 in advance).
Bookings can be made via the VITS client portal (online booking system), by telephone or by email.
The most efficient service is provided through the online booking system.
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.
When booking an interpreter or translation either by telephone, email or on line you are required to
identify the program category related to the booking. For example, on the client portal you are asked
to select an assignment type. Table 1 provides the main services delivered under each program
category.
Table 1:
Category
DHS01 – Housing/Homelessness
DHS02- Disability
Sub category
Public housing
Homelessness services
Housing assistance
Community housing
Individualised Support
Community life and jobs
Aids and equipment
Advocacy
Self directed support
Accommodation
Supporting families and carers
Specialist disability support
Language Services access guide
Category
DHS03 – Children Families and Young
people/Child protection
Sub category
Family and early parenting support
Child protection
Sexual assault
Youth justice
Adoption and permanent care
Kinship, foster and other care
Family violence
Youth services
DHS04 - Court
Legal court proceedings
6
Instructions for booking are as follows:
Online booking system
To access the VITS online booking system visit http://client.vits.com.au

select “login” from the top of the home page

enter your username which is your five digit client PIN

enter your password which is your organisation identification (ORG ID) number or for
department users or organisations not funded via SAMS the password provided by VITS

complete the details covered by the online form

for interpreter bookings please select the assignment type (refer to table 1 for more
information on the services types)

to assist your organisation in tracking usage, please indicate title of your work unit in the
“department” field.
Follow the prompts to view, manage, edit or cancel your interpreter bookings; and to view any past
interpreter bookings. Should you wish to amend or cancel a translation contact VITS as soon as
possible as once the translations are assigned a fee will be charged and it will be difficult to alter your
document.
For a step by step guide to using the portal please refer to the VITS Online Client Portal User Manual
available from VITS or from the FAC.
Telephone interpreter bookings
VITS operate an automated telephone system that connects users to the first available interpreter
given the selectable preferences associated with the PIN. For further information about how to use the
automated telephone service or how to select preferences (eg. gender) please contact VITS.
For immediate connection to a telephone interpreter
For an immediate connection, telephone the number specific to the language you require and enter
your five digit client PIN when required to do so.
Vietnamese, Bosnian, Amharic
(03) 9280 1901
Greek, Somali, Korean
(03) 9280 1902
Turkish, Polish, Cambodian
(03) 9280 1903
Language Services access guide
Arabic, Serbian, Mandarin
(03) 9280 1904
Italian, Macedonian, Cantonese
(03) 9280 1905
Spanish, Croatian, Russian
(03) 9280 1906
Dari, Dinka, Sudanese
(03) 9280 1908
Persian, Burmese, Thai
(03) 9280 1909
All other languages
(03) 9280 1907
7
Please follow the prompts and when asked provide the following:

for an employment code please provide either your telephone extension or cost centre

for reference number, please indicate either 1, 2, 3, or 4 to indicate the service type (refer to
Table 1 for details).
To pre-book a telephone interpreter
Department staff and organisations are encouraged to use the automated service for an immediate
connection to a telephone interpreter. There is an additional charge for pre-booked telephone
interpreters. For assignments expected to go for a longer duration (that is, over 45 minutes) a
telephone interpreter can be pre-booked through the Client Portal <http://client.vits.com.au>, by
telephoning (03) 9280 1955 (24 hours seven days a week) or by emailing:
interpreting.bookings@vits.com.au. You must quote your five digit PIN when booking a service.

Please advise VITS of any cancellations as soon as possible. Late cancellations are charged
to the credit line and waste the available resources.

Bookings can only be made up to 30 days in advance.
For urgent enquiries regarding pre-existing bookings telephone: (03) 9280 1900.
For a step by step guide to using the telephone system please refer to VITS Telephone Interpreting A4
user guide or for further information about the telephone system refer to VITS Telephone Interpreting
FAQ available from VITS or from the FAC.
Translations
The department has limited the cost of a single translation request via the credit line 2 to a maximum of
$500. As a guide, $500 is approximately 1900 words.
Where there are regular meetings or information is relatively routine, such a introducing a new worker
to a client, a proforma should be developed that allows for dates and times or a name to be inserted.
The following items will not be translated under the department’s credit line:

minutes of meetings

annual reports

corporate or business plans mission statements or organisational goals

advertising and agency publicity.
A checklist for organising translations is available as an appendix to this guide. The checklist should
be used before organising translations.
2
The credit line system is explained in point 8 of this document.
Language Services access guide
8
Where a decision has been made to translate a document that is excluded under the credit line, the
organisation can approach VITS for a free to purchase3 translation. The cost of the translation will be
invoiced directly to the requestor and paid for by the organisation.
The DHS web page <www.dhs.vic.gov.au> has a suite of existing translated material. Select the
language at the bottom of the screen to see if there is a suitable document.
In the future, the department intends to collect translated material developed by community
organisations that has a broad application and provide this on the language services web page, which
can be found at www.dhs.vic.gov.au/languageservices
Translations can be organised by using one of the following processes:

email: translations@vits.com.au

translation enquiries telephone: (03) 9280 1941.
Video conferencing
Video conferencing provides an environmentally sustainable approach to the provision of language
services. It enables clients who live in areas outside of the Melbourne metropolitan area, or where it is
difficult for all parties to travel, to access interpreters. Video conferencing offers convenience and a
timely response to meet client’s needs.
Contact VITS general enquiries line on (03) 9280 1941 to discuss video conferencing.
Video relay interpreting
Where a client is hearing impaired and VITS is not able to provide face-to-face Auslan and spoken
language interpreting, the department’s Video Relay Interpreting Service, accessed via the internet, is
a designated service for hearing impaired clients to make it possible for deaf people to communicate
in Auslan with hearing people in the same room.
Visit the department’s website for more information on video relay interpreting:
www.dhs.vic.gov.au/for-individuals/disability/community-life-and-jobs/video-relay-interpreting-service
7. Who pays for the language service?
Language services are paid for through either credit lines or by invoice. The new arrangements will not
expand access the current credit lines. Consequently departmental areas delivering child protection,
youth justice and secure services (former Child, Youth and Families programs) will continue to pay for
services from local budgets and will be separately invoiced.
Language services provided by VITS will be funded by either the language services credit lines or free
to purchase (paid on invoice to the user).
3
Free to purchase is explained in point 9 of this document.
Language Services access guide
9
8. The language services credit line system
The language services credit line system comprises four divisional credit lines to be utilised by both
the department and department’s funded service providers in areas/divisions to support most service
provision to departmental clients. There is a credit line for each division – East, North, South and West
– and each credit line will fund most of the language services provided in that division. Eligibility for the
credit line is outlined below.
Each credit line has an annual budget that is broken down into monthly allocations, or monthly limits.
Each division will monitor language service usage and expenditure. The funds in the credit line can
only be used for language services provided by VITS to eligible credit line users.
Bookings for on-site interpreting under the credit line can be made up to 30 days in advance and up
until the monthly limit is reached. Once the monthly limit is reached, access to on-site bookings will
close for the reminder of the month. However, telephone interpreting will continue to be available.
In the case that onsite bookings have closed, then a booking can still be made for an onsite service to
be provided in the next month (up to 30 days in advance). Where the service is urgent and cannot be
provided by a telephone service or postponed to the next month, the organisation is expected to fund
the language service themselves.
DHS credit line conditions of use
Use of the DHS credit line by department or funded organisations staff members will constitute
agreement to the following conditions of use:

credit line access is restricted to eligible DHS staff and funded organisations when providing
department funded services to clients

PINs must not be disclosed to third parties. The department will receive reporting on the use of
PINs and will question inappropriate use.
What happens if the credit line monthly limit has been reached?
If the monthly limit for the credit line has been reached, you will not be able to make a booking for an
on-site service using credit line funds. However, you have some options:

you may be able to make a booking for the following month

you may go ahead with the booking but your organisation will need to pay for the service. The
credit line or department will not reimburse the agency any cost associated with this booking.
The Department of Human Services Language Services policy requires that clients are provided with
language services at critical points. It is expected that agencies may need to utilise their operational
budgets for this purpose.
Who is eligible to use the credit lines?
The following service providers to departmental clients are eligible to access the divisional language
service credit lines:

organisations funded by the department

department staff in areas and divisions providing services to clients receiving housing or
disability services.
Language Services access guide
10
Who is not eligible to use the credit lines?
The following department staff are not eligible to access the divisional language services credit lines:

central office staff

child protection staff

youth justice staff

staff in secure services

divisional staff, with the exception of providing services to clients receiving housing or
disability services.
9. Free to purchase
Free to purchase is a term that applies to departmental staff who are not eligible to use the language
services credit line or department funded organisations who are wanting to organise a translation or
an interpreter outside of the credit line process.
Staff or department funded organisations that purchase language services must use VITS unless VITS
is unable to provide the required service. Access to language services will be via a user pays PIN
provided by VITS.
Limitations for translations do not apply under the free to purchase process. VITS will invoice the user
directly for these services and payment will come from the department’s group, division or area budget
or the organisation’s financial resources. The department will not provide reimbursement to
organisations that use the free to purchase process.
10. Making a complaint
Maintaining professionalism in the provision of language services is essential to ensure that service
providers and their clients have the confidence in the quality of the language service provided. VITS
encourages feedback to assist with service quality improvement.
Complaints or compliments about VITS services can be emailed to: feedback@vits.com.au
It is expected that organisations will, in the first instance, provide feedback directly to VITS. In the case
of complaints or grievances, if VITS has not resolved the complaint to the satisfaction of the
complainant, the organisation/department staff may raise the issue with the divisional language
services contact by emailing: languages@dhs.vic.gov.au
Language Services access guide
11
Appendix: Organising a translation checklist
Step 1: Deciding whether to prepare a translation
 Has this material already been translated?
Are existing translations suitable, or able to be adapted with minor changes? Check the Department of
Human Services web page at www.dhs.vic.gov.au and select the language (at the bottom of the
screen) to see if there is a suitable document.
 Is a printed translation an effective way to communicate with your target audience?
Consider the literacy level, subject matter and communications preference. If the literacy level is low,
audio files or DVDs may be more appropriate.
 Would this translation be required by other organisations in your sector?
If the document can be used by the sector, consider developing the document with other organisations
to maximise resource use.
Step 2: Preparing the document for translation
 Is the document written in plain English?
To ensure that your document is easy to read for people from culturally and linguistically diverse
communities please ensure that it is written in plain English, which will be easy to translate.
 Have you assessed the document to ensure it only includes essential information?
Only translate the relevant sections of a document, or develop a summary document for translation.
 Have you chosen the most appropriate languages?
The most appropriate languages may be apparent based on your target population. If not you can
seek information from:

Australian Bureau of Statistics: www.abs.gov.au/websitedbs/censushome.nsf/home/Census

the Department of Immigration and Multicultural and Indigenous Affairs Settlement Database:
www.immi.gov.au/settlement/

the Office of Multicultural Affairs and Citizenship: www.multicultural.vic.gov.au/population-andmigration/victorias-diversity

local government authorities.
Keep in mind that the most commonly spoken languages in Victoria or Australia are not necessarily
the languages spoken by your target group.
 Is your material culturally appropriate?
Does the material cover subjects that may be sensitive or unfamiliar to the target audience? If so, you
may wish to consult with ethnic community organisations, community workers, focus groups or
potential clients.
Language Services access guide
12
Step 3: Getting a quote
 Has VITS been contacted about the translation?
The Victorian Interpreting and Translating Service (VITS) is the Department of Human Services
preferred provider, and where possible VITS should be used to provide translations. In most
instances, VITS will provide NAATI accredited translators so you should receive a quality translation.
Organisations and eligible department staff working in direct service delivery can access translations
through the Language Services Credit Line services provided by VITS by using their organisation’s or
area’s PIN. Restrictions do apply; see section 8 of this guide for further information.
Step 4: Questions to ask when ordering a translation or interpreting service
Whilst VITS is the department’s preferred provider for language services, should there be need to use
another language service provider or individual translator the following questions will assist you when
sourcing a quotation.
 What level of accreditation does the translator have?
The National Accreditation Authority for Translators and Interpreters (NAATI) accredits translators at
different levels. Victorian Government policy is that government departments or funded organisations
should use NAATI accredited ‘professional’ level translators where available, ‘paraprofessional’ level
translators as the next option and ‘recognised’ level translators only where translators at the other
levels are not available. Ask to see the translators NAATI certificate, identification card or translator
stamp.
Note that accreditation may not be available for language groups that are uncommon or emerging in
Australia. However NAATI may accord ‘recognition’ status to acknowledge that a translator has had
recent and regular experience with the language.
 Does the translator have experience in the relevant field?
It is preferable, but not always possible, to use a translator who is familiar with the subject matter,
concepts and terminology from your sector. Developing a glossary of commonly used terms can be
beneficial to the translator.
 Does the quote include independent checking, editing and proofreading by another
accredited translator?
Translations of important information should be checked or back-translated to allow comparison with
the original text and to ensure it doesn’t contain inaccurate or misleading information.
 In what format will the finished product be delivered?
It is important to consider what the best format is for your target audience. This may be written, audio
file or a DVD.
 What fees apply if you need to cancel or make changes to the English text?
Before making changes or cancelling translations check with VITS to see if any fees apply.
 How long will it take to complete the translations?
It is important to ask how long a translation will take, especially if you have deadline.
Language Services access guide
13
 Does the agency or translator have professional indemnity insurance cover?
This is important in case your agency becomes involved in a legal case in relation to the translation.
Step 5: Finalising your material
 Have you put the date, language and topic of the publication on the front of the
translated document in English?
This is useful for others that may need to use the translation.
 Have you done a final check of the material?
A final check is needed to make sure that formatting is correct on uploaded or printed material. Even if
you are unable to understand the translated material a check against the original translation will
indicate if significant changes have occurred during the printing or uploading process.
Helpful resources
The Victorian Office of Multicultural Affairs and Citizenship publication Improving the Use of
Translating and Interpreting Services available on: www.multicultural.vic.gov.au/projects-andinitiatives/improving-language-services/standards-and-guidelines
The Centre for Culture, Ethnicity and Health publication Language Services Good Practice in the
Victorian Health and Community Sector available on: www.ceh.org.au/resources/publications
The (UK) Institute of Translation and Interpreting publication Translation Getting it Right: a Guide to
Buying Translations available on: www.iti.org.uk/about-industry/advice-buyers/getting-it-right