Translation of documents 106-01020030

Ask the customer for the language of the document and type (e.g. medical certificate).

Do not assume the language is based on the customer's nationality, surname or appearance.

Is the document needed for the agency's business?

• Yes, go to Step 2
• No, decline the request and refer the customer to the National Accreditation Authority of Translators and Interpreters (NAATI) website. For a list of qualified translators see Resources for a link

Note: some customers may be eligible for free translations, for more information refer the customer to the Department of Home Affairs' website. See Resources for a link.

Review the document to make sure:

• it is clear and easily read
• it is not bilingual, some official documents have English translations
• there are no duplicate pages

Once the document is checked:

• If available, request a document translation through Interpreter Management System (IMS), go to Step 3
• If IMS is not available, go to Step 4

• Navigate to the desktop
• Select the Front of House (FoH) desktop app > Home page > IMS tile > Translation Jobs > Translation Request

When the General Details information screen is displayed:

• Complete all the General Details fields. Select the option/reason from the dropdown and search functions:
• Organisation (Centrelink, Medicare, or Child Support staff should not use Services Australia)
• Service Reason
• Language - select the language of the original document
• Site - select the site requesting the document translation
• Timeframe - select either 'Routine' or 'Urgent'
• Delivery method - select 'Scan'
• Note: currency conversion is not a translation, see Foreign currency and exchange rates for more details
• Select Step 3 to display the Document Details screen
• click the plus (+) symbol to enter a document. Up to 10 documents can be added to each request. If more than 10 documents, create a new request
• Document ID for Centrelink staff
• scan the document to the customer’s record in Customer First as outlined in Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First
• once the document has been scanned, enter the ID in the 'Document ID' field
• Document ID for Medicare and Child Support staff
• leave the 'Document ID' field blank and upload the document under 'Attachment'
• Document Type Code - select the type of document to be translated
• Translation Type - the field auto populates depending on the 'Document Type' and 'Transaction Type', this can be manually changed
• Extract translation - requested when specific information is needed. An information box will show the content that will be translated based on the Document Type selected
• Complete translation - full translation of the entire document
• Direction - select either 'To English' or 'From English'
• Select Step 4 to display Customer Details screen
• Complete Customer Details
• Centrelink staff complete the Customer Reference Number, Medicare and Child Support staff leave blank
• Additional Comments - advise if more than 10 documents have been split over multiple translation requests
• Select Step 5 to display Requesting Officer Details screen
• Complete the details of the person making the booking
• Select Submit
• Once submitted, a Job Number is provided and a confirmation email is sent to the requesting officer

If IMS is not available:

• complete the SS226A request form - see Resources for a link to online forms
• email the SS226A form with a clear and legible copy of the document to Translation Services. Do not send the originals by post
• follow local record keeping protocols when batching copies of the forms and documents

For Centrelink staff:

• The requesting officer must regularly check the customer's record for the document

For Child Support staff:

• The document will be emailed to the requesting officer
• The requesting officer must save the translated document to the customer record in Cuba

For Medicare staff:

• The document will be emailed to the requesting officer
• The staff member processing the application must record details of the translated document in CDMS on the documents tab when eligibility is recorded
• The translation document will be saved to the relevant Digital Medicare Enrolments (DME) application in the Medicare Eligibility and Enrolments (MEE) Portal or the Processing and National Demand Allocation (PaNDA) ID

If the translation has not been finalised within 10 business days, email Translations Services.

To provide feedback, or get further information, go to Step 6

To send an email with specific feedback, include the date of the translation request, Customer Reference Number or customer's details, Job Number, original document language, Service Officer name and contact number to Translation Services.

Check if the foreign language document was submitted with a translation completed by a National Accreditation Authority for Translators and Interpreters (NAATI) translator.

Does the document have a NAATI translation?

• Yes, do not ask for a translation:
• continue processing the DME enrolment application
• procedure ends here
• No, go to Step 2

Phone the customer and ask them for the language of the document and type. For example, birth certificate in Japanese.

Do not assume the language is based on the customer's:

• nationality
• last name, or
• appearance

See Contacting an on-demand telephone interpreter (Interpreter Connect) if an interpreter is required.

Review the document to make sure:

• it is clear and easy to read
• it is not bilingual, some official documents have English translations
• there are no duplicate pages

Do any of the above apply?

• Yes, if:
• the document is not clear or easily read - request a clear copy through the MEE Portal. Procedure ends here
• the document is bilingual - do not request a translation - continue processing the DME enrolment application. Procedure ends here
• there are duplicate pages - remove duplicate pages and save the file temporarily to your desktop, then go to Step 4
• No, request a document translation through the Interpreter Management System (IMS), go to Step 4

• Go to the desktop
• Select the Front of House (FoH) desktop app > Home page > IMS tile > Translation Jobs > Translation Request

When the General Details information screen displays:

• Complete all the General Details fields. Select the option/reason from the dropdown and search functions:
• Organisation - Medicare
• Service Reason - General
• Language - select the language of the original document
• Site - Digital Medicare Enrolments
• Timeframe - select Routine or Urgent
• Delivery method - select Email
• Select Step 3 to display the Document Details screen
• Press [+] to add a document:
• up to 10 documents can be added to each request
• if there are more than 10 documents, create a new request
• Document ID:
• leave this field blank, and upload the document under Attachment
• Document Type Code - select the type of document to be translated
• Translation Type - the field auto populates depending on the Document Type and Transaction Type, and can be manually changed
• Extract translation - requested when specific information is required. An information box shows the content that will be translated based on the Document Type selected
• Complete Translation - provides full translation of the entire document
• Direction - select To English
• Select Step 4 to display Customer Details screen
• Complete Customer Details
• Customer Reference Number - DME application ID
• Additional Comments -
• include the DME application ID in the email subject, and
• the following text in the body of the email: This document translation relates to Digital Medicare Enrolment application XXXXXX. Please upload it to the application in the MEE Portal as per OB 011-23072123
• Select Step 5 to display Requesting Officer Details screen
• Add Service Officers name and logon ID
• Email - Service Officers email address
• Select Submit
• Once submitted, make a note of the Job Number before closing the window

• Select Actions > Change application status > On hold - Escalated - Translation requested
• Record the IMS Job Number with comments

Is the DME application currently assigned to the Service Officer actioning the request?

• Yes,
• see the Hold to User table to keep the work item in the Service Officers Worklist until the translation is returned
• select Reminder date/time 10 business days in the future
• No, go to Step 7

The document is emailed back to the requesting Service Officer.

Service Officers must:

• save the document temporarily to their desktop
• if the work item is assigned to the requesting Service Officer:
• open the WLM work item from their Worklist in Work Optimiser - Medicare
• select the hyperlink - the DME application opens in the MEE Portal
• if the work item is not assigned to the requesting Service Officer:
• upload the translation, see Step 5 of the Process a DME application table
• continue processing the application

If the translation is not finalised within 10 business days, email Translations Services.

Procedure ends here.

Go to Step 8 to give feedback or for more details.

Send an email to Translations Services with specific feedback or details requested, include:

• the date of the translation request
• Customer Reference Number or customer's details
• Job Number
• original document language
• Service Officer name and contact number