Contacting an on-demand Auslan interpreter via video chat for customers who are deaf or hard of hearing 005-25041618

Interpreter is needed:

• on-demand (up to 30 minutes), go to Step 2
• for a future appointment, see Interpreter Services for customers who are deaf or hard of hearing
• for a future appointment with the Job Capacity Assessment (JCA) video conference team, go to Step 6

Selected service centres offer on-demand Auslan interpreting via video chat.

For a list of service centres that offer video chat, see the Resources page.

Has the customer attended a service centre that offers video chat?

• Yes, go to Step 3
• No, see Table 1 in the Interpreter Services for customers who are deaf or hard of hearing

Tell the customer an Auslan interpreter will be arranged via video chat:

• Communicate this in writing (via a note), or
• Tell the customer's friend or relative if they are with the customer

Let the customer know it may take up to 30 minutes to arrange an interpreter and direct them to a waiting area.

Contact Language Services:

• using Services Australia Workspace, or
• via Language Services Reception contact number

Give the following information to Language Services, the:

• service centre name (where the customer visited)
• customer's name and Customer Reference Number (CRN)
• requesting Service Officer's:
• name
• logon
• contact details, and
• back-up contact names (2 contact people required)

Language Services will:

• notify the Service Officer via MS Teams if an interpreter is available and the estimated time of the interaction
• send the Service Officer the meeting link via MS Teams.

Did Language Services arrange an on-demand Auslan interpreter via video chat?

• Yes, go to Step 4
• No, see Table 1 in the Interpreter Services for customers who are deaf or hard of hearing

For desk locations in:

• contemporary sites - use the interview hub
• non-contemporary sites - use the:
• interview room, or
• seated interview area

Once located:

• check the second monitor faces the customer's seat
• connect the staff headset, and
• open MS Teams' application

Make sure MS Teams:

• is the only application visible on the screen
• pop up notifications/messaging is disabled by selecting 'Do not disturb'
• has the blurred background enabled
• 'Sign language view' option is on, located in Settings > Accessibility

When accessing MS Teams, staff must:

• not record the interview
• not share documents or screens
• only access the customer's record
• maintain full control over all devices

Go to Step 5.

At the scheduled time:

• open the MS Teams link (provided by Language Services), and
• connect to the interpreter:
• Introduce yourself to the interpreter
• Ask the interpreter to wait while the customer is collected from the waiting area
• Seat the customer to the screen facing the interpreter
• Introduce the customer to the interpreter and begin the interview
• For help communicating with Auslan interpreters, see Table 3 in the Guidelines for using interpreters

At the end of the interview:

• un-select Do not disturb to reactivate MS Teams pop up notifications/messaging
• notify Language Services if the booking exceeded the original duration, via:
• MS Teams, or
• email Language Services
• finalise customer contact
• record details on a DOC. Include that an on-demand video chat interpreter was used

Staff are encouraged to provide feedback about using the on-demand Auslan interpreter service:

• To give feedback, go to Step 7
• Otherwise, procedure ends here

Before considering an assessment by video conference, see Table 1 > Step 3 in the Job Capacity Assessments (JCA).

Book an interpreter through the Interpreter Management System (IMS) accessed via the Front of House (FoH) application (Launchpad):

• Open the IMS window, below the Locator window
• Select Interpreter Request under the Interpreter Jobs field and follow the prompts to enter the appointment details
• Job type select Video and paste the MS Teams link in the Additional comments section. This will be shared with the Auslan interpreter to join the meeting
• Once submitted, note the job number and add the appointment details in ESS Web under Comments
• Annotate the JCA referral DOC on the customer's record with these details

Staff are encouraged to provide feedback about using the on-demand Auslan interpreter service:

• To give feedback, go to Step 7
• Otherwise, procedure ends here

Staff are encouraged to provide feedback about their experience using an on-demand Auslan interpreter.

Feedback helps to improve services.

Include details such as:

• the connection quality
• the interpreter's performance and professionalism, or
• any system issues

Submit feedback via the link on the Resources page > Forms.

Procedure ends here.