Guidelines for using interpreters 106-01020010

To prepare for a face-to-face interpreter appointment:

• check the interpreter's photo ID (for example, a driver's licence) to confirm their details
• face the customer while seated at equal distances from the customer and the interpreter to create a triangular seating arrangement
• brief the interpreter on the purpose of the appointment and discuss any cultural sensitivities

For a:

• appointment, go to Step 2
• seminar, go to Step 3

• Staff should introduce themselves and the interpreter to the customer
• Maintain control of the interview while collaborating with the interpreter
• The interpreter's role is to remain impartial. Make sure the interpreter does not advocate or provide advice to the customer
• Speak to the customer directly in the first person. Do not speak to the interpreter about the customer in the third person:
• Correct, speaking to the customer: 'What is your address?'
• Incorrect: 'Interpreter, can you ask the customer what their address is?'
• Speak clearly and pause to allow time for the interpreter to interpret what is being said
• Avoid jargon or slang
• Advise of any long silences, such as leaving the desk
• Avoid side discussions with the interpreter as this excludes the customer. If this is required, explain to the customer what is being discussed and why
• If necessary, use visual cues, gestures or pen and paper. For example, use drawings, charts, or actual objects
• Record the interpreter’s vendor number and language. For:
• Centrelink customers: DOC customer record by creating a new Fast Note, include interpreting details in the appointment’s DOC or annotate an existing DOC
• Medicare customers: under Personal Comments in the Medicare CDMS system. CDMS notes only need to occur for members of the public where staff have access to CDMS

Go to Step 4.

• Before the seminar, explain to the interpreter the topics that will be discussed and provide any translated material that will be referred to during the seminar
• Introduce the interpreter to the group and explain their role
• Present to the group directly, not to the interpreter
• During question time, look directly at the person asking the question. Do not provide the interpreter with the answer privately and expect them to speak on your behalf
• If the customer asks a question in English, allow the interpreter to interpret this first for the group before answering the question. Remember to allow for your response to be interpreted
• If there are individuals in the audience who ask a question in limited English that is difficult to understand, ask the interpreter to clarify the question with the person in their language

At the end of the appointment, ask the customers if they have any questions or require clarification.

If the interview has been difficult or emotional, ask the interpreter if they would like to debrief.

Staff may need to sign a form to confirm the interpreter supplied the service.

Staff are encouraged to give feedback about their experience using interpreters. Feedback helps to improve services. Feedback can include the quality of the phone line, the interpreter's performance and professionalism, complaints, compliments, or system issues. See Resources for the feedback form.

• If receiving an inbound call from a customer, go to Step 2
• If making an outbound call to a customer, go to Step 3

• Ask the customer for their preferred spoken language and tell them a telephone interpreter will be used. Place the customer on hold
• See Resources for the Language codes and Office codes. These are needed to contact an interpreter
• Contact Interpreter Connect via Language Services and follow the prompts to connect to an interpreter

For more detail, see Step 5 in the Accessing Interpreter Connect table

• Once connected to the interpreter, staff should:
• introduce themselves
• ask for the interpreter’s vendor number
• brief them on the appointment's purpose
• discuss any sensitivities
• provide the customer’s name to ensure there is no conflict of interest

Note: interpreters do not have to provide their full name.

• Adhere to the Quality Call Standards throughout the call
• Read the Privacy Statement once all parties are connected
• Go to Step 4

• When making an outbound call, if the customer is expecting the call, it is best practice to engage the telephone interpreter via Interpreter Connect before calling the customer. Note: the decision to engage an interpreter before the customer is at the business area’s discretion
• See Resources for the Language codes and Office codes. These are needed to contact an interpreter
• Once connected to the interpreter, brief them on the appointment's purpose, discuss any sensitivities and provide the customer’s name to ensure there is no conflict of interest
• For more detailed information, see Step 3 in the Accessing Interpreter Connect table

• Maintain control of the call while working with the interpreter
• Make sure the interpreter does not support or give advice to the customer. The interpreter’s role is to remain impartial
• Speak to the customer in the first person. Do not speak to the interpreter about the customer in the third person. For example:
• Correct: speaking to the customer: 'What is your address?'
• Incorrect: 'Interpreter, can you ask the customer what their address is?'
• Allow for possible clarification by the interpreter, as they have no visual clues. If the session is interrupted, explain this to the customer so they do not feel excluded
• Speak clearly and pause to allow time for the interpreter to interpret what has been said
• Avoid jargon or slang
• If there is background noise and the customer cannot be heard, politely ask the interpreter to move to a quieter location
• Advise in advance of any long periods of silence or if the call needs to be placed on hold
• Avoid side discussions with the interpreter as this excludes the customer. If this is required, explain to the customer what is being said and why
• If the call runs over the requested duration, ask if the interpreter can continue. It is at the interpreter’s discretion to continue the call

Make sure all information is collected from and provided to the customer while the interpreter is on the line. Staff should not speak directly to the customer once the interpreter hangs up.

Clearly state when the call will be ending to avoid confusion

Staff are encouraged to provide feedback about their experience using interpreters. Feedback helps to improve services. It can include the quality of the phone line, the interpreter's performance and professionalism, complaints, compliments, or system issues. See Resources for the feedback form.