Interpreter Services for customers who are deaf or hard of hearing 005-17060100

Staff must:

• check the customer’s preferred language. For:
• Centrelink customers, view the Other Contact Details (OCD) screen in the Interpreter Language field
• Child Support customers, view the Client Profile window in Cuba or Pluto
• Medicare customers, check the Personal record in CDMS for a Sensitive Information Indicator for Interpreter language
• ask the customer what their preferred method of communication is

If the customer says they require:

• An Agency provided sign language interpreter, go to Step 2
• They have their own accredited interpreter, go to Step 3
• National Relay Service, go to Step 4
• Another form of communication, go to Step 5

Services Australia can provide deaf or hard of hearing customers with an interpreter in person at a service centre.

Staff must record the customer’s:

• need for an interpreter, so that an interpreter appointment can be booked
• preferred language

Centrelink customers

Record the customer’s language:

• View the Other Contact Details (OCD) screen in the Interpreter Language field
• If the language is not recorded, key:
• ‘QAA’ for Auslan, or
• ‘SIG’ for other sign languages. Annotate the Display on Access (DOA) DOC to include the name of the sign language

If a DOA ‘OTH’ DOC is coded, open it to see if the customer’s preference to use their own interpreter is recorded.

Child Support customers

Record the customer’s language:

• View the Client Profile window in Cuba or Pluto
• 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 sign language
• Check the Special Contact Detail to see if the customer’s preference to use their own interpreter has been recorded

Medicare customers

Record the customer’s language:

• Check the Personal record in CDMS for a Sensitive Information Indicator for Interpreter language
• If not recorded, add a Sensitive Information Indicator for Interpreter language and Hearing and Speech. See the Adding or amending Communication Indicators table
• Check the Language Spoken At Home (other than English) menu under the Personal Details tab
• Check the Comments tab to see if the customer’s preference to use their own interpreter is recorded

To book an interpreter for an appointment, see Booking an interpreter for an appointment

Procedure ends here.

Services Australia can provide face to face service to customers who want to use their own interpreter. For customers who visit a service centre in person:

• with their own interpreter, see Appointment Based Service
• without their own interpreter, can use their own device to video chat with the interpreter

If a customer attends in person with their own interpreter:

• the interpreter does not need to be accredited
• there is no requirement for the interpreter to be a nominee for the customer

Minimise risks for the customer using their own interpreter

Staff must:

• tell the customer the agency does not accept responsibility for any errors or omissions in the information relayed when using their own interpreter
• print and provide the notices to the customer and interpreter telling them of the risks. If the interpreter is on video chat read the notice to the interpreter
• create a DOC and record the date the notices have been issued to the customer and interpreter
• continue with booking the appointment or providing a face to face walk-in service

Procedure ends here.

If a customer would prefer to use the National Relay Service as their method of communication, see Using the National Relay Service (NRS).

Procedure ends here.

Some deaf or hard of hearing customers prefer to use other methods to communicate. Examples include:

• Lip reading (also referred to as speech reading)
• Visual cues
• Speech
• Written text, for example writing on paper or digital device

Use these methods of communication where possible.

If the customer or Service Officer is having difficulty understanding, offer a different method of communication. For example booked appointment with the customers own interpreter or Agency booked interpreter.

Procedure ends here.

Staff may receive an inbound call from a customer who is deaf or hard of hearing.

Is the customer contacting:

• with their own accredited interpreter, go to Step 2
• via the National Relay Service, go to Step 5
• without an interpreter, go to Step 6

Customers may make an inbound call with their own accredited interpreter on the call.

Deaf and hard of hearing customers can use their own accredited interpreters and should not be refused service.

Check the interpreter is accredited

Staff must ask the accredited interpreter the below details at every contact. The responses must be recorded on the customer's record:

• Are the accredited interpreter and customer together or is this a conference call (video link between customer and interpreter)?
• Interpreters relationship to the customer, that is professional interpreter service provider
• Interpreters full name
• The accredited interpreters National Accreditation Authority of Translators and Interpreters (NAATI) practitioner number

The NAATI practitioner number must be verified. The NAATI homepage has a practitioner verification tool 'Verify credential', enter the practitioner number of the translator or interpreter to verify. See the Resources page for a link to the website.

If the interpreter is not accredited with NAATI, the interpreter cannot be used. This must be documented on the customer record.

Authenticate the customer

Authenticate the customer through the interpreter before releasing any personal details. See Authenticating a Centrelink customer. Authenticating deaf and hard of hearing customers is important in preventing fraud against these customers who may be experiencing vulnerability due to their disability.

Note: it is not a requirement for accredited interpreters organised by the customer to be appointed as a nominee.

Staff must:

• have completed the customer authentication
• have gathered and verified the details from the interpreter
• be certain the record belongs to the person making the enquiry
• verbally provide the following information:
• Tell the customer the agency does not accept responsibility for any errors or omissions in the information relayed when using their own interpreter
• Read the notices to the customer and interpreter telling them of the risks
• Create a DOC and record the date the notices have been read to the customer and interpreter

• Maintain control of the call whilst working with the interpreter
• Speak to the customer in the first person. Do not speak to the interpreter about the customer in the third person. For example:
• Correct phrase: speaking to the customer: 'What is your address?'
• Incorrect phrase: 'Interpreter, can you ask the customer what their address is?'
• Make allowances for possible clarification by the interpreter. If the session is interrupted, explain this to the customer so they do not feel excluded
• Speak clearly and pause to allow time for the interpreter to interpret what has been said
• Avoid jargon or slang
• If there is background noise making it difficult to hear, politely ask the customer and/or interpreter to move to a quieter location
• Advise in advance of any long periods of silence or if the call needs to be placed on hold
• Avoid side discussions with the interpreter as this excludes the customer. If this is required, explain to the customer what is being said and why

Go to Step 7.

If a customer is using the National Relay Service as their method of communication, see Using the National Relay Service (NRS).

Procedure ends here.

Some deaf and hard of hearing customers are able to make phone calls independently without the use of interpreters or the NRS. This is done using a range of technology, such as:

• amplified phones
• captioned phones
• modified telephone equipment.

When a deaf or hard of hearing customer contacts the agency without an interpreter:

• May not require any assistance from an interpreter
• Able to conduct their business as usual

If an interpreter is required, customers should be offered the option of:

• booking an agency provided interpreter
• providing their own accredited interpreter
• communicating via the NRS

If the customer suggests they:

• are able to continue with their enquiry without assistance, authenticate the customer and continue the call. See Answering calls in Centrelink
• would prefer to use the National Relay Service. See Using the National Relay Service
• would like an agency provided interpreter. See Booking an interpreter for an appointment

Ensure all information is collected from and provided to the customer while the interpreter is on the line:

• the Service Officer cannot speak directly to the customer once the interpreter hangs up
• clearly state when the call will be ending to avoid confusion

Before making an outbound call staff must check the customer’s preferred language. For:

• Centrelink customers, view the Other Contact Details (OCD) screen in the Interpreter Language field
• Child Support customers, view the Client Profile window in Cuba or Pluto
• Medicare customers, check the Personal record in CDMS for a Sensitive Information Indicator for Interpreter language

If the customer's record shows a preference for:

• an Agency provided sign language interpreter, go to Step 2
• their own accredited interpreter, go to Step 3
• National Relay Service, go to Step 6
• another form of communication, go to Step 7

If an agency provided interpreter is required for an outbound call with a deaf or hard of hearing customers this must done via a booked appointment. On demand interpreters for deaf and hard of hearing are not available.

Staff must record the customer’s:

• need for an interpreter, so that an interpreter appointment can be booked
• preferred language

Centrelink customers

Record the customer’s language:

• View the Other Contact Details (OCD) screen in the Interpreter Language field
• If the language is not recorded, key:
• ‘QAA’ for Auslan, or
• ‘SIG’ for other sign languages. Annotate the Display on Access (DOA) DOC to include the name of the sign language

If a DOA ‘OTH’ DOC is coded, open it to see if the customer’s preference to use their own interpreter is recorded.

Child Support customers

Record the customer’s language:

• View the Client Profile window in Cuba or Pluto
• 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 sign language
• Check the Special Contact Detail to see if the customer’s preference to use their own interpreter has been recorded

Medicare customers

Record the customer’s language:

• Check the Personal record in CDMS for a Sensitive Information Indicator for Interpreter language
• If not recorded, add a Sensitive Information Indicator for Interpreter language and Hearing and Speech. See the Adding or amending Communication Indicators table
• Check the Language Spoken At Home (other than English) menu under the Personal Details tab
• Check the Comments tab to see if the customer’s preference to use their own interpreter is recorded

To book an interpreter for an appointment, see Booking an interpreter for an appointment

Procedure ends here.

If the customer’s record indicates they prefer to use their own accredited interpreter, book:

• an appointment
• at time suitable for both the customer and interpreter

Staff will need to change the Interpreter required default from Yes to No in the appointment workflow to make sure an agency interpreter is not arranged. See Appointment Based Service.

Deaf and hard of hearing customers can use their own accredited interpreters and should not be refused service.

Check the interpreter is accredited

Staff must ask the accredited interpreter the below details at every contact. The responses must be recorded on the customer's record:

• Are the accredited interpreter and customer together or is this a conference call (video link between customer and interpreter)?
• Interpreters relationship to the customer, that is professional interpreter service provider
• Interpreters full name
• The accredited interpreters National Accreditation Authority of Translators and Interpreters (NAATI) practitioner number

The NAATI practitioner number must be verified. The NAATI homepage has a practitioner verification tool 'Verify credential', enter the practitioner number of the translator or interpreter to verify. See the Resources page for a link to the website.

If the interpreter is not accredited with NAATI, the interpreter cannot be used. This must be documented on the customer record.

Authenticate the customer

Authenticate the customer through the interpreter before releasing any personal details. See Authenticating a Centrelink customer. Authenticating deaf and hard of hearing customers is important in preventing fraud against these customers who may be experiencing vulnerability due to their disability.

Note: it is not a requirement for accredited interpreters organised by the customer to be a nominee.

Staff must:

• have completed the customer authentication
• have gathered and verified the details from the interpreter
• be certain the record belongs to the person making the enquiry
• verbally provide the following information:
• Tell the customer the agency does not accept responsibility for any errors or omissions in the information relayed when using their own interpreter
• Read the notices to the customer and interpreter telling them of the risks
• Create a DOC and record the date the notices have been read to the customer and interpreter

• Maintain control of the call whilst working with the interpreter
• Speak to the customer in the first person. Do not speak to the interpreter about the customer in the third person. For example:
• Correct phrase: speaking to the customer: 'What is your address?'
• Incorrect phrase: 'Interpreter, can you ask the customer what their address is?'
• Make allowances for possible clarification by the interpreter. If the session is interrupted, explain this to the customer so they do not feel excluded
• Speak clearly and pause to allow time for the interpreter to interpret what has been said
• Avoid jargon or slang
• If there is background noise making it difficult to hear, politely ask the customer and/or interpreter to move to a quieter location
• Advise in advance of any long periods of silence or if the call needs to be placed on hold
• Avoid side discussions with the interpreter as this excludes the customer. If this is required, explain to the customer what is being said and why

Procedure ends here.

If a customer prefers to receive calls via the National Relay Service, see Using the National Relay Service (NRS).

Procedure ends here.

Some deaf and hard of hearing customers are able to make phone calls independently without the use of interpreters or the NRS. This is done using a range of technology, such as:

• amplified phones
• captioned phones
• modified telephone equipment.

When calling a deaf or hard of hearing customer they:

• may not require any assistance from an interpreter
• able to conduct their business as usual

If an interpreter is required, customers should be offered the option of:

• booking an agency provided interpreter
• providing their own accredited interpreter
• communicating via the NRS

If the customer suggests they:

• are able to continue with their enquiry without assistance, authenticate the customer and continue the call. See Answering calls in Centrelink
• would prefer to use the National Relay Service. See Using the National Relay Service
• would like an agency provided interpreter. See Booking an interpreter for an appointment