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Guide — Assisting communication — Considerations when arranging interpreting services
This article provides guidance for a planner delegate, participant support officer, early childhood partner or local area coordinator on:
e what to consider when arranging interpreting services.
Recent updates September 2023
This guidance comes from the Practice Guide — Assisting communication. We’ve made minor updates to change any NDIS Business System language to PACE language. We’ll make improvements to this guidance in the future.
Before you start
You have read and understood:
e article Guide — Assisting communication
e article Guide — Assisting communication — Disability-related interpreting and translation supports
e article Guide — Assisting communication — Non-disability related interpreting and translation supports
e article Check a participant’s preferred communication method.
What to consider when arranging interpreting services
Language
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In many countries a number of dialects are spoken. For example, a person born in Cambodia may need interpreting support in Khmer or any of the languages originating from China. You need to understand:
what language the participant identifies as speaking and if this is a language or dialect that a participant’s spoken language may differ from the language they read when pre-booking interpreting services, make sure the participant’s preferred language
needs are met.
Preparation time
You should allow extra preparation time when pre-booking interpreters. This is for the interpreter to meet with you before the participant arrives.
When you meet the participant and interpreter for the first time, arrange to meet with the interpreter 30 minutes before to talk about relevant information.
This time helps the interpreter:
be confident in what you will talk to the participant about understand that their role doesn’t include providing care or assistance to a person with
disability.
Before the meeting, provide the interpreter with a copy of the NDIS Key Terms Glossary (external) to read. This is so they can prepare and familiarise themselves with NDIA concepts. This glossary is available in 11 languages other than English on the NDIS Languages (external) website.
Note: Terms like goal and participant can’t be directly interpreted into a second language. This is because they have a specific meaning within the NDIA. Explain this terminology as you work with the participant, so your explanation can be interpreted.
Bilingual staff
‘Bilingual’ refers to someone who:
speaks two languages fluently can understand and communicate effectively in two cultural environments.
Note: There may be times when a planner delegate, participant support officer, local area coordinator or early childhood partner can speak two languages fluently. They shouldn’t be asked to work as interpreters.
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A bilingual staff member may be asked to fill simple communication gaps. Consider simple communication where the outcome has limited risk for the person with a language other than English. For example, a bilingual staff member may be asked to transfer information about a planning meeting like the meeting time, location and that a suitable interpreter will be at the planning meeting.
Bilingual staff must not communicate information that is legally binding or that puts the Agency or the participant at risk. This role should be performed by a certified third-party interpreter.
Family and friends providing interpreting services
There are instances where the participant’s friend or family member may be asked to interpret simple communication. This may include where and when an appointment has been scheduled.
To ask the participant’s carer, family member or friend to interpret complex technical and sensitive information is discouraged. A certified interpreter should be engaged.
Children younger than 18 are not appropriate interpreters in any context.
Specific interpreter requests
Participants should be given the option to request a specific interpreter. Using a specific interpreter can:
maintain quality of care and benefit the participant develop a trusting relationship between the participant, the interpreter and yourself.
In small culturally and linguistically diverse (CALD) communities, people may have concerns around confidentiality and privacy. They may be reluctant to speak through an interpreter from the same community. This is common where there is diverse understanding about disability and disabilities are not openly discussed. If a specific interpreter is required, capture this information in the participant’s record.
Political, religious or cultural sensitivities
Certain political, religious or cultural sensitivities may influence the outcome of an interpreting situation. To identify the most appropriate interpreter you will need to consider these sensitivities. Seek advice from the interpreting service to:
make sure you choose the most appropriate interpreter for the situation
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understand the specific sensitivity and the complexity of the information that needs to
be interpreted.
You will also need to consider the gender of the participant and the interpreter. For example, if you need to discuss sensitive or personal matters, book a female interpreter for a female participant and a male interpreter for a male participant.
Type of interpreting service
You must consider the individual needs of the participant when determining the most appropriate type of interpreting service.
Phone interpreting
Can be beneficial to use for short, simple communications. You can pre-book phone interpreting when interpreters for a particular language are limited.
On-site interpreting
This is recommended when a scheduled appointment may take some time. You may need to talk about complex or sensitive topics or explain documents or forms. Consider booking a specific interpreter.
Video-conference interpreting
This allows for face-to-face communication so that non-verbal cues, like facial expressions can be seen. This saves travel time and expense. Telephone interpreting or video-conferencing may help to facilitate access to interpreters in new and emerging languages. It can also benefit participants who live in rural or remote areas.
Translating and Interpreting Services (TIS) National
If you are booking through TIS National, there is an online booking process. You can also call the Client Liaison team on 1300 655 820.
Required minimum notice:
Pre-booked phone - 24 hours before scheduled start time Standard on-site (under 6.5 hours) - 24 hours before scheduled start time Full day on-site (6.5 hours or more) - 48 hours before scheduled start time.
Check the cancellation policy for any booked interpreter. If you need to cancel the booked interpreter, give the interpreter the required minimum notice to cancel the service and to avoid cancellation fees. For more information, go to TIS – Interpreting service charges (external).
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Next steps For further information on assisting communication, go to article Guide — Assisting
communication — Accessible formats.
Article topics and case names — internal use only
Topics
This article relates to the following topics:
e Communication
e Implementation.
Case names You can use this guidance for the:
e Plan Approval
e NDIS Plan.
Version control
Version Amended Brief Description of Change Status
by
1.0 ED0024 |Class 1 approval APPROVED | 2023-08-17Content previously part of article Guide — Assisting communication
Cl: Planning cohort guidance updates.
Transition Guide - Assisting
communication from PG to PACE articles include PACE language and plain English update.
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