Booking an interpreter for an appointment 106-03050060

If the customer requires an interpreter for a booked:

• On-site or telephone appointment, go to Step 2
• Remote servicing appointment, see Accessing an Indigenous interpreter

Check the customer's preferred spoken language has been recorded and the customer has a current phone number recorded.

Centrelink customers:

• Check the Interpreter Language field on the Other Contact Details (OCD) screen
• If the language is not recorded:
• record the language in the Interpreter Language field
• if the language does not appear, choose the value OTH (Other) and annotate the Display on Access (DOA) DOC with the language/dialect spoken by the customer

See Updating telephone details and/or paying Telephone Allowance (TAL).

Child Support customers:

• Check the Client Profile window
• If the language is not recorded:
• Record the need for an interpreter and the preferred language in the Client Profile window. Select the Language Other Than English Spoken At Home check box and select the language from the dropdown menu. Once the language is selected, the Interpreter required dropdown menu is enabled and select Yes
• If the language does not appear, choose other in the language dropdown menu and select Yes in the Interpreter required dropdown menu. Document the customer's preferred language in the Special Contact Detail

See Update customer details in Pluto.

Medicare customers:

• Check if the customer has:
• an Interpreter language Indicator on the Sensitive Information pop up table or tab in Personal in CDMS, or
• a language recorded in the Language Spoken At Home (other than English) field under the Personal Details tab in CDMS
• If an interpreter language is not recorded:
• for programs that use CDMS (see below), add an Interpreter language Indicator via the Sensitive Information tab
• If the language spoken at home is not recorded:
  For programs that use CDMS (see below), select the language from the Language Spoken At Home (other than English) menu under the Personal Details tab within the Personal Records of CDMS. If the language does not appear, record the detail in the Comments tab
• 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 access only), the customer's language is not required to be recorded

See:

• Sensitive Information Indicators in CDMS, and
• Amend customer details in the CDMS for Medicare

• Book an interpreter appointment through the Interpreter Management System (IMS) for:
• Job Capacity Assessment (JCA)
• Employment Service Assessment (ESAt)
• Seminars or other outreach events
• Refugee and asylum seeker appointments
• Block bookings a series of consecutive conversations with 2 or more customers
• All Child Support customer appointments
• Go to Step 5
• For all other Centrelink appointments, book an interpreter appointment through the Centrelink Appointment System. Go to Step 4

This is an automated process when a customer appointment is made using the Centrelink appointment system. Based on the language, business area, duration and appointment type an interpreter may be pre-arranged or the system may direct Service Officers to use Interpreter Connect.

Check the interpreter details attached to the appointment: this will indicate whether to contact Interpreter Connect or it will contain the details of the interpreter to be contacted at the time of the appointment

Note: if the appointment is urgent, contact Interpreter Connect for immediate access to an interpreter.

Access the Front of House (FoH) app (Launchpad):

• Select the Interpreter Management System (IMS) window, located below the Locator window
• Select Interpreter Request under the Interpreter Jobs field and follow the prompts to enter the appointment details

Procedure ends here.

• Contact Language Services to cancel or reschedule one of the following appointments:
• Job Capacity Assessment (JCA)
• Employment Service Assessment (ESAt)
• Seminars or other outreach events
• Refugee and asylum seeker appointments
• Block bookings:
  a series of consecutive conversations with 2 or more customers
• All Child Support customer appointments
• Any other appointments that cannot be booked through the Centrelink Appointment System
• Procedure ends here
• All other Centrelink appointments booked in the Centrelink Appointment System, to:
• cancel a booked appointment, go to Step 2
• reschedule a booked appointment, go to Step 3

To cancel on the day of the appointment, contact Language Services as soon as possible. Procedure ends here.

For all other appointment cancellations:

• Select the appointment on the Appointment screen
• Select cancel next to the customers' existing appointment
• A notification is auto-sent through the system to cancel the appointment
• Procedure ends here

To reschedule within 3 days of the original appointment, contact Language Services as soon as possible. Procedure ends here.

For all other appointments:

• Select the appointment on the Appointment screen
• Select reschedule to proceed to the Appointment Detail screen
• The Appointment Detail screen will pre-fill the customer details. To alter the details, key the new appointment

A new interpreter request will be generated and update the appointments notes.