Guidelines for using interpreters 106-01020010

For customers who:

• require an immediate telephone interpreter, see Contacting an on-demand telephone interpreter (Interpreter Connect)
• require an Indigenous language interpreter, see Accessing an Indigenous interpreter
• are deaf or hard of hearing and require an:
• immediate interpreter, explore their nominee arrangement or see Using the National Relay Services (NRS)
• interpreter for a future appointment, see Interpreter Services for customers who are deaf or hard of hearing

A Service Officer should offer the use of an interpreter when:

• the customer asks for an interpreter
• the customer’s record shows the need for an interpreter:
• Centrelink: on the Other Contact Details (OCD) screen, in the Interpreter Language field
• Child Support: in the Client Profile Window
• Medicare: for programs that use CDMS, check the Personal Records for an Interpreter language Indicator in the Sensitive Information pop up table or tab, or under the Language Spoken At Home (other than English). For programs that do not use CDMS (or have view only access), the language will not be recorded
• the customer's preferred spoken language has not been recorded, or the incorrect language is recorded, ask the customer for their preferred spoken language. See Contacting an on-demand telephone interpreter (Interpreter Connect)
• the customer has limited or no English proficiency. This may look like:
• the customer nodding and agreeing to everything being said (this may show the customer does not understand what is being said, or it may be a cultural sign of respect)
• the Service Officer not understanding what is being said
• they normally understand English but may need added support, if:
• they are in an emotional or stressful state
• there are sensitive, complex or technical issues to be discussed

A customer may decline the use of an interpreter. If this happens, consider:

• explaining to the customer it is the staff member who needs the interpreter, not the customer
• talking with the customer's family members or friends to find out why the customer is declining an interpreter

If the customer continues to decline, record the details:

• for Centrelink customers, on a DOC on the customer's record
• for 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
• for Child Support customers, in the Client Profile window:
• select 'Language Other Than English Spoken At Home' check box
• select the language
• enable 'Interpreter required' menu and select 'No'
• record the detail of refusal in a Notepad