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Accessing an Indigenous interpreter 125-17060200

This document outlines information on how to access interpreter services for Indigenous Australians with limited English language proficiency.

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Indigenous interpreting services

Creating a booked appointment in Interpreter Management System (IMS)

Indigenous interpreting services

Table 1

Step	Action
1	Identify and record customer's preferred spoken language Tell the customer (face to face or via the telephone) an Indigenous interpreter will be used, ask them for their preferred spoken language. Check if the customer's need for an interpreter and their preferred language has been recorded. Centrelink customers: Check the Other Contact Details (OCD) screen, in the Interpreter Language field If the language is not recorded, select OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer Child Support customers Check the Client Profile Window If the language is not recorded, select OTH in the language drop down menu and select Yes in the Interpreter required drop down menu. Document in the 'Special Contact Detail' the customer's preferred language Medicare customers For programs that use CDMS, check if the customer has an Interpreter language Indicator on the Sensitive Information pop up table or tab in Personal If not recorded, add an Interpreter language Indicator. Select: the record in Amend Consumer Details Sensitive Information tab Communication from the Category dropdown list Interpreter language from the Indicator dropdown list the language from the Details dropdown list Other Indigenous if the language is not listed, then record the language in the Comment field Validate, then Update Programs that use CDMS include: Medicare Public Australia Immunisation Register Incentives Program Australian Organ Donor Register Medicare Levy Exemption Medicare Provider Services: claims and assessing Medicare Enrolments For programs that do not use CDMS (or have view only access), the customer's language does not need to be recorded Go to Step 2.
2	Establish customer's current location Customers located near the Broome, Kununurra or Halls Creek service centres in Western Australia (WA) can access face to face Indigenous interpreters. Can the customer attend the Broome, Kununurra or Halls Creek service centres? Yes, go to Step 3 No, go to Step 4
3	Block face to face Indigenous interpreters located in Alice Spirngs, Broome, Kununurra, Halls Creek and Wadeye Service Centres Appointments are not required, walk-in customers can access block face to face interpreters in: Alice Springs, NT on Monday, Tuesday Wednesday and Friday from 9am to 4pm (ACST) and can interpret: Central/Eastern Arrernte Western Arrernte Pitjantjatjara Warlpiri Broome, WA on Tuesday and Wednesday from 8.30 am to 12.30 pm (AWST) and can interpret: Kimberley Kriol Walmajarri Warlpiri Kununurra, WA on Monday to Friday from 10 am to 3 pm (AWST) and can interpret: Jaru Kimberley Kriol Halls Creek, WA on Monday, Tuesday and Thursday from 10.30 am to 12.30 pm (AWST) and can interpret: Djaru Gooniyandi Kija Kukatja Kimberley Kriol Walmajarri Wadeye, NT on Monday to Friday from 10 am to 12 pm and 1 pm to 4 pm (ACST) and can interpret: Murrinh-Patha Procedure ends here.
4	Interpreter Connect (on-demand telephone interpreting service) To access an immediate Indigenous interpreter over the telephone: For face to face customers, go to Step 5 For customers on the telephone, go to Step 6 If unsure, go to Step 10
5	Face to face customer requires an immediate Indigenous telephone interpreter When preparing to call Interpreter Connect, staff should: adhere to the Quality Contact Standards throughout the call read the Privacy Statement once all parties are connected see the Resources page for Language codes and Office codes Tell the customer a telephone interpreter will be used. Ask them for their: Indigenous language full name community they are from or connected to subject/topic of discussion skin name, age and gender, only if requested by the Booking Officer to check for cultural considerations Contact Interpreter Connect Select one of the following options: Face to face using CXone Agent Workspace Note: use this process to connect with the customers mobile phone or when using a USB compatible dual headset connected to an agency device, such as a laptop or Surface Pro. Select New Outbound Key Interpreter Services or enter the full phone number for Interpreter Connect Select Voice 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 7 Face to face using Services Australia Workspace to connect with the customer's mobile phone Select the Star button Key Interpreter Services and select the Telephone icon 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 7
6	Customer on the telephone requires an immediate Indigenous telephone interpreter When preparing to call Interpreter Connect, staff should: adhere to the Quality Contact Standards throughout the call read the Privacy Statement once all parties are connected see the Resources page for the Language Codes and Office codes Tell the customer a telephone interpreter will be used, ask them for their: Indigenous language full name community they are from or connected to subject/topic of discussion skin name, age and gender, only if requested by the Booking Officer to check for cultural considerations Contact Interpreter Connect Select one of the following options: Outbound call using CXone Agent Workspace with a customer on the line Note: this process is only for staff using CXone Agent Workspace to transfer outbound calls to a main business line that’s not yet on CXone Agent Workspace. With the customer on the call (not on hold): Select Consult Under App Space, select the applicable Business area Select Interpreter Connect from the list that displays, or enter full phone number for Interpreter Connect Select Call icon Complete Channels > Consult details if required Select Consult 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. When they answer: confirm the requested language provide the requesting officers logon ID and customer’s details (Customer Reference Number (CRN) full name community they are from or connected to subject/topic of discussion Go to Step 7 Inbound call from a customer using Services Australia Workspace With the customer on the call: Select the Consultation button (this places the customer on hold) Select the Star button Key Interpreter Services 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 7
7	System connects to a Language Services Booking Officer When the Booking Officer answers: confirm the customer’s requested language(s) provide the requesting officers logon ID and the customer’s details (name, skin name, community name) The Booking Officer will place the call on hold while they manually attempt to locate an interpreter. If they advise an interpreter: has been located, go to Step 8 cannot be located, go to Step 10
8	On-demand Indigenous telephone interpreter is available After locating an interpreter, the Booking Officer checks the customer's information with the interpreter to establish if a cultural conflict of interest is present. Delays may be experienced due to this process. If a conflict is identified, the Booking Officer will attempt to source an alternate interpreter. If no conflicts are identified, the Booking Officer advises an interpreter is available and the call will be placed on hold while they connect the interpreter to the call. Once connected to the interpreter: the Booking Officer leaves the call (staff member and interpreter remain on the line) introduce yourself to the interpreter ask for the interpreter's name Note: Indigenous interpreters may not have a vendor number. If they cannot provide a vendor number, continue with the call, do not end the call. When ready, join the customer to the call. Select one of the following options: Outbound call using CXone Agent Workspace with customer on the line Note: this process is only for staff using CXone Agent Workspace to transfer outbound calls to a main business line that’s not yet on CXone Agent Workspace. With the interpreter on the line, tell them the customer will now be conferenced into the call: Select Conference to merge all parties into one call Go to Step 9 Inbound call from a customer using Services Australia Workspace With the interpreter on the line, tell them the customer will now be conferenced into the call: Select the Call Conference icon and the double telephone icon under the customer’s name (under active consultation) Go to Step 9 Face to face using CXone Agent Workspace to connect with the customers mobile phone With the interpreter on the line, dial the customer's mobile phone: Select the Consult icon Enter the customer's phone number, when customer answers the call Select Conference to join interpreter to the call Go to Step 9 Face to face using CXone Agent Workspace using a USB compatible dual headset Make sure both headsets are connected to an agency device, such as a laptop or Surface Pro using the required adaptor components Provide the customer with a headset Note: headsets should be cleaned between uses Go to Step 9 Face to face using Services Australia Workspace to connect with the customer's mobile phone With the interpreter on the line, dial the customer's mobile phone. Select the Conference icon Select the Star button Enter the customer's mobile number Select the Telephone icon, when customer answers the call Select Conference icon to join interpreter to the call Go to Step 9
9	Commence the 3-way conversation (staff member, interpreter and customer) Staff must: read the Privacy Statement once all parties are connected adhere to the Quality Contact Standards throughout the call If the interpreter's line drops out during the call: remain on the call and wait for the in-call menu: Staff must redial the same interpreter, press 1 to be transferred to an operator, press 3 If the call disconnects, call Language Services and explain what happened. Provide the customer and interpreter's name. The Booking Officer will attempt to reconnect the call At the completion of the call, record an Indigenous interpreter was used including their name: Centrelink customers: on a Note/DOC on the customer's record Child Support customers: in the Communication window Medicare customers: under Personal Comments in the CDMS system, for the following programs: Medicare Public Australia Immunisation Register Incentives Program Australian Organ Donor Register Medicare Levy Exemption Medicare Provider Services: claims and assessing Medicare Enrolments for programs that do not use CDMS (or have view only access), the vendor number is not required to be recorded To provide feedback, go to Step 11.
10	Indigenous language interpreter is not available If an Indigenous language interpreter cannot be found, tell the customer there are currently no interpreters available. Ask the customer if they would like to: arrange a booked telephone interpreter request for a future time/date, for: face to face and telephone booked appointments, see Booking an interpreter for an appointment remote servicing appointments, see Table 2 speak another language available via Interpreter Connect continue with the interview in English - without the help of an interpreter, if they are comfortable to do so. Service Officers are responsible for evaluating if it is appropriate to continue the interview If the customer wishes to continue in English, record all attempts to access an interpreter: Centrelink customers: on a Note/DOC on the customer's record Child Support customers: in the Communication window Medicare customers: under Personal Comments in the CDMS system, for the following programs: Medicare Public Australia Immunisation Register Incentives Program Australian Organ Donor Register Medicare Levy Exemption Medicare Provider Services: claims and assessing Medicare Enrolments For programs that do not use CDMS (or have view only access), the vendor number is not required to be recorded Procedure ends here.
11	Provide feedback Staff are encouraged to provide feedback about their experience using interpreters. Feedback helps identify how services can be improved. Feedback 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.

Creating a booked appointment in Interpreter Management System (IMS)

Table 2

Step	Action
1	Identify the booked Indigenous interpreter appointment Booked Indigenous interpreters are requested for future customer appointments (telephone, face to face or remote). If the customer requires a booked interpreter for: face to face or telephone appointments, go to Booking an interpreter for an appointment remote servicing appointments, go to Step 2
2	Record the customer's preferred spoken language Prior to arranging a booked remote servicing appointment, check if the customer's need for an interpreter and their preferred spoken language has been recorded: Centrelink: Check the Other Contact Details (OCD) screen, in the Interpreter Language field If the language is not recorded, choose OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer Child Support: Check the Client Profile Window If the language is not recorded, choose OTH in the language drop down menu and select Yes in the Interpreter required drop down menu. Document in the 'Special Contact Detail' the customer's preferred language Medicare: For programs that use CDMS, check if the customer has: an Interpreter language Indicator on the Sensitive Information pop up table or tab in Personal Details, or a language in the Language Spoken At Home (other than English) field under the Personal Details tab If an Interpreter language Indicator is not showing, add one. Select: the record in Amend Consumer Details Sensitive Information tab Communication from the Category dropdown list Interpreter language from the Indicator dropdown list the language from the Details dropdown list Other Indigenous if the language is not listed, then record the language in the Comment field Validate, then Update Programs that use CDMS include: Medicare Public Australia Immunisation Register Incentives Program Australian Organ Donor Register Medicare Levy Exemption Medicare Provider Services: claims and assessing Medicare Enrolments For programs that do not use CDMS (or have view only access), the customer's language does not need to be recorded Go to Step 3.
3	Booking a remote appointment with an Indigenous interpreter Booked remote appointments are generally used by the Remote Servicing team as it requires travelling to remote/extremely remote Indigenous communities. To book a remote appointment: navigate to the desktop select the Front of House (FOH) desktop app > Home page > Interpreting Management Service (IMS) tile > Interpreting jobs > Interpreter Request when the 1. Interpreter Request information screen is displayed, select Step 2 button to display the General Details information screen, complete all fields: Organisation, select Remote Servicing Service Reason, select General Appointment Type, select OTH (Other) select the Step 3 button to display the Request Details screen, complete all fields: Language, select the Indigenous language Interpreting Format, select Seminar booking for a booked telephone appointment, select Phone for a booked face to face appointment, select Face to face State Date and Time, select the date and time (24 hour time). For multiple days and/or sessions, create separate bookings for each day and/or session Duration, the length of time must be calculated and keyed in minutes Site: enter the service centre where the requesting officer is located. 'Use Alternate Address', select 'Yes' and enter the address where the appointment will be conducted. Select the site based on the time zone of the community. For example, a community based in the Northern Territory uses Western Australia time, select the site located in the Western Australian zone where the appointment will be conducted. For site name guidance, see the Resources page select Step 4 to display the Customer Details screen, complete all fields: Customer Details, enter Customer's CRN, full name and gender preference in the Additional Comments box, key the Community name (if known) select the Step 5 button, to display the Contact Officer Details screen complete all fields of the Trip Leader of the booking: name, logon, phone, email. The Language Services Booking Officer will notify the Trip Leader of the result of the request select Submit Go to Step 4.
4	Confirmation of booked appointment A message will appear confirming the booked remote appointment has been created. A Job confirmation number is provided. Record the Job confirmation number: Centrelink customers: on a Note/DOC on the customer's record Child Support customers: in the Communication window Medicare customers: under Personal Comments in the CDMS system, for the following programs: Medicare Public Australia Immunisation Register Incentives Program Australian Organ Donor Register Medicare Levy Exemption Medicare Provider Services: claims and assessing Medicare Enrolments for programs that do not use CDMS (or have view only access), the vendor number is not required to be recorded Procedure ends here.