Contacting an on-demand telephone interpreter (Interpreter Connect) 106-19111309

If staff are:

• answering an inbound call from a customer, go to Step 2
• making an outbound call to a customer, go to Step 3
• speaking with a face to face customer in a service centre, go to Step 4

After answering the call, check if a language alert appears.

For Centrelink

• In Customer First:
• Check if a Display on Access (DOA) DOC shows advising the customer’s language need
• To view the DOA DOC instructions, see Table 2 > Step 1 on Customer First in Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• In Process Direct:
• Check if a current DOA DOC Summary warning displays advising the customer’s language need
• See Table 4 > Step 2 on Process Direct in Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

For Child Support

• Check the Customer Summary screen
• Select Profile, the Customer Profile details will display including the customer’s preferred language
• See Table 8 in Update customer details in Pluto

For Medicare

• Check the interpreter language in Consumer Directory Maintenance System (CDMS)
• See Table 4 > Step 5 in Sensitive Information Indicators in CDMS

If a language alert appears, confirm the language with the customer and advise a telephone interpreter will be used.

If they:

• speak an Indigenous language, see Table 2
• speak another language, go to Step 5
• decline to use an interpreter, go to Step 6

If there is no language alert, commence customer interaction and be mindful of signs indicating that they may need an interpreter. These signs may include the customer:

• asking for an interpreter
• having difficulty answering proof of identity questions
• showing confusion, such as long silences or when their answer does not match the question
• agreeing to everything being said
• appearing emotional or distressed and unable to communicate effectively in English

If the customer:

• shows signs of needing an interpreter, go to Step 5
• does not need an interpreter, continue with the call without an interpreter. Procedure ends here

If the customer is expecting a call, it is best practice to connect with an interpreter before calling the customer.

Go to Step 5.

If the customer attends a service centre without an appointment and needs an on-demand interpreter.

Staff must:

• ask the customer what language they speak, if they:
• speak an Indigenous language, see Table 2
• need an on-demand Auslan interpreter (video chat), see Contacting an on-demand Auslan interpreter via video chat for customers who are deaf or hard of hearing
• tell the customer a telephone interpreter will be used. If they:
• agree to use an interpreter, go to Step 5
• decline to use an interpreter, go to Step 6

Check, update or record the customer's preferred language.

Process Direct

• Select Add next to the Other Contact Details (OCD) line
• Interpreter Language: Select the customer’s preferred spoken language:
• if the language does not appear, choose OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer
• Select Save
• Enter the Receipt Date
• Select the Channel
• Select the Service Reason
• Select Save
• Select Assess and Finalise the activity
• Go to Step 7

Customer First

• Interpreter Language: Select the magnifying glass to search and select the customer’s preferred spoken language
• if the language does not appear, choose OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer
• Action: Select Insert
• Enter Source and Receipt Date
• Continue and Finalise the activity
• Go to Step 7

Check the Client Profile window.

To view or update the:

• language, see Table 8 > Step 5 in Update customer details in Pluto
• need for an interpreter, see Table 8 > Step 6 in Update customer details in Pluto

Go to Step 7.

• Check or record the interpreter language, see Table 4 > Step 5 in Sensitive Information Indicators in CDMS
• For programs not using CDMS (or have view access only) the customer’s language is not recorded

Go to Step 7.

If the customer decides not to use an interpreter, explain that interpreters are:

• trained professionals, and
• beneficial for both staff member and the customer

If the customer confirms their decision to not use an interpreter, ask if they prefer to use English for all future contacts. If yes, update their record:

Process Direct

• Record a DOC on the customer’s record stating that the customer has declined the use of an interpreter. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• If the customer does not want to be offered an interpreter in the future, update the OCD screen:
• Select Add next to the Other Contact Details (OCD) line
• Update Interpreter Language to English
• Select Save
• Enter the Receipt Date
• Select the Channel
• Select the Service Reason
• Select Save
• Select Assess and Finalise the activity
• Procedure ends here

Customer First

• Record a DOC on the customer’s record stating that the customer has declined the use of an interpreter. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• If the customer does not want to be offered an interpreter in the future, update the OCD screen:
• In Next field, key OCD
• Select the magnifying glass to search for customers Interpreter Language and select English
• Action: Select Insert
• Enter Source and Receipt Date
• Continue and Finalise the activity
• Procedure ends here

In the Customer Profile window:

• De-select the Language Other Than English Spoken At Home check box
• Select the language
• Enable the Interpreter required menu and select No
• Document that the customer declined an interpreter in the Communication window
• Procedure ends here

Record under Personal Comments in the CDMS system.

Procedure ends here.

Use the Resources page to find the Language code and Office code, both codes are needed to connect with an interpreter.

Select one of the following options:

With the customer on the call:

• select the Consultation button (places the customer on hold)
• select the Star button
• key Interpreter Services
• Interpreter Services will show in the dropdown menu, select the Telephone icon next to Interpreter Services to initiate the call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to an interpreter

If the system:

• connects to an interpreter, go to Step 8
• cannot find an interpreter, do not hang up, go to Step 10

• Select the Star button
• Key Interpreter Services
• Interpreter Services will show in the dropdown menu, select the Telephone icon next to Interpreter Services to initiate the call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to an interpreter

If the system:

• connects to an interpreter, go to Step 8
• cannot find an interpreter, do not hang up, go to Step 10

• Select the Star button
• Key Interpreter Services
• Interpreter Services will show in the dropdown menu, select the Telephone icon next to Interpreter Services to initiate the call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to an interpreter

If the system:

• connects to an interpreter, go to Step 8
• cannot find an interpreter, do not hang up, go to Step 10

For sites with access to Cisco desk phones. Staff do not need to be logged in to the Cisco phone to call Interpreter Connect.

• Select the Conference button and dial the number for Interpreter Connect via Language Services
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to an interpreter

If the system:

• connects to an interpreter, go to Step 8
• cannot find an interpreter, do not hang up, go to Step 10

For sites with access to Cisco desk phones. Staff do not need to be logged in to the Cisco phone to call Interpreter Connect.

For help in connecting to an interpreter telephony kit, see the Resources page for a link to the Interpreter Telephony Kit Connection Guide.

• Dial the number for Interpreter Connect via Language Services
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to an interpreter

If the system:

• connects to an interpreter, go to Step 8
• cannot find an interpreter, do not hang up, go to Step 10

• Open Microsoft Teams select the Calls icon from the left hand side menu
• On the dial pad, dial Interpreter Connect and select Call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to an interpreter

If the system:

• connects to an interpreter, go to Step 8
• cannot find an interpreter, do not hang up, go to Step 10

• Introduce yourself to the interpreter
• Brief the interpreter on the purpose of call and discuss any sensitivities
• Ask the interpreter for their vendor number (they are not required to give their full name). Some interpreters may not have a vendor number, continue the interaction, do not end the call
• Record the interpreter's vendor number:
• Centrelink customers - on a DOC on the customer's record
• Child Support customers - in the Communication window
• Medicare customers - under Personal Comments in the CDMS system. For programs not using CDMS (or have view only access), the vendor number is not required to be recorded

Select one of the following options, for an:

• Select the Call Conference icon (double telephone icon) and the double phone icon under the customer’s name (under active consultation)
• Select Commence 3-way conversation

Go to Step 9.

Call the customer

With the interpreter on the line, tell them the customer will now be called:

• Do not put the interpreter on hold
• Select the Conference icon
• Enter the customer's contact number
• Select the Telephone icon

If the customer:

• Answers the call:
• Select the Call Conference icon (double telephone icon)
• Select Commence 3-way conversation, go to Step 9
• Does not answer the call:
• Select the Telephone and X icon, located at the bottom left of the Workspace application (if the Telephone icon is not visible, expand Workspace to its full screen)
• Repeat to redial the customer's number
• If the customer does not answer, return to the interpreter and advise the call cannot continue and they will not be required
• Procedure ends here

With the interpreter on the line, dial the customer's mobile phone:

• Select the Conference icon
• Enter the customer's mobile number and make sure the Star button is selected
• Select the Telephone icon
• Customer answers the call
• Select Conference icon to join interpreter to the call
• Select Commence 3-way conversation

Go to Step 9.

With the interpreter on the line, dial the customer's mobile phone:

• Select the Conference icon (will automatically place the interpreter on hold)
• Enter 0 for an outside line
• Enter the customer's mobile number, it will automatically dial
• After the customer answers, select the Conference icon again to add them to the call
• Select Commence 3-way conversation

Go to Step 9.

Connect the customer

• Give the customer a telephony kit (headset or handset)
• Select Commence 3-way conversation

Go to Step 9.

Ask the interpreter to hold while connecting to the customer's mobile phone.

Dial the customer's mobile phone:

• Select the Hold icon
• Return to the main Microsoft Teams window, select Calls and enter the customer's mobile number
• After the customer answers, select More (the 3 dots)
• Select Merge Calls
• Select Commence 3-way conversation

Go to Step 9.

Staff must read the Privacy Statement once all parties are connected.

For help using telephone interpreters, see Table 2 > Step 4 in Guidelines for using interpreters.

• If the interpreter's line drops out during the call, remain on the call and wait for the in-call menu:
• To redial the same interpreter, select 1
• If unable to connect to the same interpreter, select 3 to transfer to a Language Services Booking Officer, go to Step 10
• If during the call the interpreter becomes silent or they stop responding:
• disconnect the interpreter from the call
• engage a new interpreter via Interpreter Connect and give feedback at the end of the call, go to Step 12
• If the call needs to be transferred at any stage, go to Step 11
• Provide feedback about the interpreting experience, go to Step 12

Procedure ends here.

If the system cannot find an interpreter, or reconnect to the same interpreter (if the call drops out):

• the call is automatically transferred to a Language Services Booking Officer who will manually try to find an interpreter
• while they try to find an interpreter the call will be placed on hold

If the Booking Officer cannot find an interpreter, staff must ask the customer if they speak any another language(s):

• If they do, let the Booking Officer know and they will try to find a new interpreter. If an interpreter is found, go to Step 8
• If they do not speak another language, book an interpreter for a future appointment, see Booking an interpreter for an appointment

Procedure ends here.

If during the call, the customer needs to be transferred to a different business line, staff must determine if the customer is vulnerable or distressed.

If they are vulnerable or distressed:

• remain on the call with the customer and interpreter. Note: do not leave the customer and interpreter on their own while waiting in the queue
• when the new business line answers, warm transfer the call (that is, introduce the customer and interpreter to the new Service Officer), and then leave call
• procedure ends here

If they are not vulnerable or distressed:

• tell the customer (via the interpreter):
• the reason for the transfer
• the interpreter will leave the call, and the call will be transferred to a new line, and
• to ask for a new interpreter when the next Service Officer answers
• make an unannounced (cold) transfer

Wait for the interpreter to leave the call before completing the transfer.

The interpreter drop-off menu will play, ignore the message.

Procedure ends here.

Staff should give feedback about their experience of using an interpreter.

Feedback helps identify how services can be improved. It can include the quality of the phone line, the interpreter's performance and professionalism, complaints, compliments, or system issues.

See the Resources page for a link to the Interpreter Feedback Form.

If staff are:

• answering an inbound call from a customer, go to Step 2
• making an outbound call to a customer, go to Step 3
• speaking with a face to face customer in a service centre, go to Step 4

After answering the call, check if a language alert appears.

For Centrelink

• In Customer First:
• Check if a Display on Access (DOA) DOC shows advising the customer’s language need
• To view the DOA DOC instructions, see Table 2 > Step 1 on Customer First in Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• In Process Direct:
• Check if a current DOA DOC Summary warning displays advising the customer’s language need
• See Table 4 > Step 2 on Process Direct in Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

For Child Support

• Check the Customer Summary screen
• Select Profile, the Customer Profile information will display including the customer’s preferred language
• See Table 8 in Update customer details in Pluto

For Medicare

• Check the interpreter language in Consumer Directory Maintenance System (CDMS)
• See Table 4 > Step 5 in Sensitive Information Indicators in CDMS

If a language alert appears, confirm the language with the customer and ask if they speak other languages. If they do, note their second language preference, and:

• Advise a telephone interpreter will be used:
• if they decline to use an interpreter, go to Step 7
• Use the Resources page to check if the language(s) is available on-demand, see Indigenous Language Codes. If the language(s) is:
• not available on-demand, go to Step 11
• available, note the Indigenous Language code and the Office code, both are needed to connect with an interpreter. Go to Step 5

If there is no language alert, commence customer interaction and be mindful of signs indicating that they may need an interpreter. These signs may include the customer:

• asking for an interpreter
• having difficulty answering proof of identity questions
• showing confusion, such as long silences or when their answer does not match the question
• agreeing to everything being said
• appearing emotional or distressed and unable to communicate effectively in English

If the customer:

• shows signs of needing an interpreter, go to Step 5
• does not need an interpreter, continue with the call without an interpreter. Procedure ends here

For Indigenous language speaking customers, it is best practice to call the customer before connecting to an interpreter.

Before calling the customer, check if an Indigenous language is recorded.

For Centrelink

Check the Other Contact Details (OCD) screen, in the Interpreter Language field.

For Child Support

Check the Customer Summary screen. Select Profile, the Customer Profile information will display including customer’s preferred language.

See Table 8 in Update customer details in Pluto.

For Medicare

Check the interpreter language in CDMS.

See Table 4 > Step 5 in Sensitive Information Indicators in CDMS.

If an Indigenous language recorded:

Check if the language is available on-demand. Use the Resources page to find the Indigenous Language Code. If the language is:

• available, note the Indigenous Language code and Office code, both codes are needed to connect with an interpreter. Call the customer and confirm their need for an interpreter. If they:
• confirm, go to Step 5
• decline to use an interpreter, go to Step 7
• not available, call the customer and assess their need of an interpreter, and ask if they speak any another language(s):
• If they do not need an interpreter, continue the interaction in English. Procedure ends here
• If they speak a second language, check if it is available on-demand and if it is available, go to Step 5

If an Indigenous language is not recorded:

Call the customer and be mindful of signs indicating that they may need an interpreter. These signs may include the customer:

• asking for an interpreter
• having difficulty answering proof of identity questions
• showing confusion, such as long silences or when their answer does not match the question
• agreeing to everything being said
• appearing emotional or distressed and unable to communicate effectively in English

If the customer:

• shows signs of needing an interpreter, go to Step 5
• does not need an interpreter, continue the interaction without an interpreter. Procedure ends here

If the customer attends a service centre without an appointment and needs an on-demand Indigenous language interpreter.

Staff must:

• check if the customer has a language need recorded
• confirm with the customer what language(s) they speak, if more than one, note their first and second preferences. Tell the customer a telephone interpreter will be used:
• if they decline to use an interpreter, go to Step 7
• use the Resources page to find the Indigenous Language Code. If the language is:
• available, note the Indigenous Language code and Office code, both codes are needed to connect with an interpreter. Go to Step 5
• not available, on-demand, go to Step 11

• Cultural vetting is cross-checking customer and interpreter information to make sure they are unknown to each other, and no cultural or community biases are present
• Before engaging an on-demand interpreter, gather information from the customer (where possible) to check for cultural conflicts
• Ask the customer for their:
• full name and gender
• community name or skin name
• interpreter gender preference (if applicable)

Go to Step 6.

Check, update or record the customer's preferred Indigenous language to assist with future interactions.

Process Direct

• Select Add next to the Other Contact Details (OCD) line
• Interpreter Language: Select the customer’s preferred spoken language:
• if the language does not appear, choose OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer
• Select Save
• Enter the Receipt Date
• Select the Channel
• Select the Service Reason
• Select Save
• Select Assess and Finalise the activity
• Go to Step 8

Customer First

• Interpreter Language: Select the magnifying glass to search and select the customer’s preferred spoken language
• if the language does not appear, choose OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer
• Action: Select Insert
• Enter Source and Receipt Date
• Continue and Finalise the activity
• Go to Step 8

Check the Client Profile window.

To view or update the:

• language, see Table 8 > Step 5 in Update customer details in Pluto
• need for an interpreter, see Table 8 > Step 6 in Update customer details in Pluto

Go to Step 8.

• Check or record the interpreter language, see Table 4 > Step 5 in Sensitive Information Indicators in CDMS
• For programs not using CDMS (or have view access only) the customer’s language is not recorded

Go to Step 8.

If the customer decides not to use an interpreter, explain that interpreters are:

• trained professionals
• culturally vetted before every interaction to identify possible conflicts, and
• beneficial for both staff member and the customer

If the customer confirms their decision to not use an interpreter, ask if they prefer to use English for all future contacts. If yes, update their record:

Process Direct

• Record a DOC on the customer’s record stating that the customer has declined the use of an interpreter. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• If the customer does not want to be offered an interpreter in the future, update the OCD screen:
• Select Add next to the Other Contact Details (OCD) line
• Update Interpreter Language to English
• Select Save
• Enter the Receipt Date
• Select the Channel
• Select the Service Reason
• Select Save
• Select Assess and Finalise the activity
• Procedure ends here

Customer First

• Record a DOC on the customer’s record stating that the customer has declined the use of an interpreter. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• If the customer does not want to be offered an interpreter in the future, update the OCD screen:
• In Next field, key OCD
• Select the magnifying glass to search for customers Interpreter Language and select English
• Action: Select Insert
• Enter Source and Receipt Date
• Continue and Finalise the activity
• Procedure ends here

In the Customer Profile window:

• De-select the Language Other Than English Spoken At Home check box
• Select the language
• Enable the Interpreter required menu and select No
• Document that the customer declined an interpreter in the Communication window
• Procedure ends here

Record under Personal Comments in the CDMS system.

Procedure ends here.

Select one of the following options, for an:

With the customer on the call:

• select the Consultation button (places the customer on hold)
• select the Star button
• key Interpreter Services
• Interpreter Services will show in the dropdown menu, select the Telephone icon next to Interpreter Services to initiate the call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to a Language Services Booking Officer
• Go to Step 9

With the customer on the call:

• Select the Star button
• Key Interpreter Services
• Interpreter Services will show in the dropdown menu, select the Telephone icon next to Interpreter Services to initiate the call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to a Language Services Booking Officer
• Go to Step 9

• Select the Star button
• Key Interpreter Services
• Interpreter Services will show in the dropdown menu, select the Telephone icon next to Interpreter Services to initiate the call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to a Language Services Booking Officer
• Go to Step 9

For sites with access to Cisco desk phones. Staff do not need to be logged in to the Cisco phone to call Interpreter Connect.

• Select the Conference button and dial the number for Interpreter Connect via Language Services
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to a Language Services Booking Officer
• Go to Step 9

For sites with access to Cisco desk phones. Staff do not need to be logged in to the Cisco phone to call Interpreter Connect.

For help in connecting to an interpreter telephony kit, see the Resources page for a link to the Interpreter Telephony Kit Connection Guide.

• Dial the number for Interpreter Connect via Language Services
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to a Language Services Booking Officer
• Go to Step 9

• Open Microsoft Teams select the Calls icon from the left hand side menu
• On the dial pad, dial Interpreter Connect and select Call
• Follow the prompts:
• Select 1, to find an on-demand interpreter
• Enter the 4-digit Office ID and select #
• Enter the 3-digit Language code corresponding to the language required and select #
• Confirm the language selected. Select 1 if correct or select 2 if incorrect to return to the previous selection
• Enter the required duration of the call, for:
• up to 15 minutes, select 1
• up to 30 minutes, select 2
• up to 45 minutes, select 3
• more than 45 minutes, select 4
• Wait while the system connects to a Language Services Booking Officer
• Go to Step 9

When the Booking Officer answers:

• Confirm the customer’s requested language(s)
• Give the customer’s information for cultural vetting (see Step 2):
• Customer's full name, gender, skin name and community name
• Interpreter gender preference (if applicable)

The Booking Officer will place the call on hold while they source a suitable Indigenous language speaking interpreter.

If they advise an interpreter:

• cannot be found, go to Step 11
• has been found, the call will be placed on hold while they connect to the interpreter

Once connected to the interpreter:

• The Booking Officer will leave the call (staff member and the interpreter remain on the line)
• Introduce yourself to the interpreter and ask for the interpreter's name
• Do not ask for the vendor number. Note: Indigenous interpreters do not have a vendor number

Select one of the following options, for an:

• Select the Call Conference icon (double telephone icon) and the double phone icon under the customer’s name (under active consultation)
• Select Commence 3-way conversation

Go to Step 10.

Call the customer

• Select the Call Conference icon (double telephone icon) and the double phone icon under the customer’s name (under active consultation)
• Select Commence 3-way conversation

Go to Step 10.

Dial the customer's mobile phone:

• Select the Conference icon
• Enter the customer's mobile number and make sure the Star button is selected
• Select the Telephone icon
• Customer answers the call
• Select Conference icon to join interpreter to the call
• Select Commence 3-way conversation

Go to Step 10.

Dial the customer's mobile phone:

• Select the Conference icon (will automatically place the interpreter on hold)
• Enter 0 for an outside line
• Enter the customer's mobile number, it will automatically dial
• After the customer answers, select the Conference icon again to add them to the call
• Select Commence 3-way conversation

Go to Step 10.

Connect the customer

• Give the customer a telephony kit (headset or handset)
• Select Commence 3-way conversation

Go to Step 10.

Dial the customer's mobile phone:

• Select the Hold icon
• Return to the main Microsoft Teams window, select Calls and enter the customer's mobile number
• After the customer answers, select More (the 3 dots)
• Select Merge Calls
• Select Commence 3-way conversation

Go to Step 10.

Staff must read the Privacy Statement once all parties are connected.

For help using telephone interpreters, see Table 2 > Step 4 in Guidelines for using interpreters.

If the customer:

• needs to be transferred at any stage, go to Step 12
• declines the use of an interpreter, or advises they do not need an interpreter for future contacts, see Step 7

To give feedback about the interpreting experience, go to Step 13.

The fragility of the Indigenous interpreting sector and the limited number of established language suppliers directly impacts the ability to fill interpreter requests.

If an interpreter cannot be found, or the language is not available on-demand, tell the customer that currently there are no interpreters available.

Ask them if they would prefer to:

• book a telephone interpreter for a future time and date, see Booking an interpreter for an appointment, or
• continue in English (without an interpreter). Staff must determine if appropriate to continue without an interpreter

Procedure ends here.

If during the call, the customer needs to be transferred to a different business line, staff must determine if the customer is vulnerable or distressed.

If they are vulnerable or distressed:

• remain on the call with the customer and interpreter. Note: do not leave the customer and interpreter on their own while waiting in the queue
• when the new business line answers warm transfer the call (that is, introduce the customer and interpreter to the new Service Officer), and then leave call
• procedure ends here

If they are not vulnerable or distressed:

• tell the customer (via the interpreter):
• the reason for the transfer
• the interpreter will leave the call, and the call will be transferred to a new line, and
• to ask for a new interpreter when the next Service Officer answers
• make an unannounced (cold) transfer

Wait for the interpreter to leave the call before completing the transfer.

The interpreter drop-off menu will play, ignore the message.

Procedure ends here.

Staff should give feedback about their experience of using an interpreter.

Feedback helps identify how services can be improved. It can include the quality of the phone line, the interpreter's performance and professionalism, complaints, compliments, or system issues.

See the Resources page for a link to the Interpreter Feedback Form.