Practice Guide – Assisting Communication

Practice Guide – Assisting Communication

Translation and Interpreting Services, Auslan, Braile and other accessible communication methods.

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# Contents

Practice Guide – Assisting Communication 

1. Purpose ………………………………………………………………………………………… 3
2. To be used by ……………………………………………………… 3
3. Scope ………………… 3
	3.1 Preferred method of communication ………. 3
	3.2 Considerations when a participant chooses an alternate preferred method of communication …….. 3
    3.3 Myplace portal electronic format ……. 4
	3.4 Privacy obligations …. 4

4. Disability related interpreting and translation supports………………. 4
	4.1 Hearing related interpreting and translation supports ….. 5
	4.2 Funding for disability related translation and interpreting…….. 8
	4.3 National Accreditation Authority for Translators and Interpreters………. 9
	4.4 Considerations when arranging interpreting services……….. 10

5. Aboriginal and Torres Strait Islander languages………….. 13
6. Funding for non-disability related translation and interpreting (including LOTE and Aboriginal and Torres Strait Islander)…………. 13
7. Free interpreting and translating services….. 14
8. Accessible formats ……………………………….. 14
9. Printing plans in a language other than English …... 16
10. Support for participants with a language other than English at Implementation…… 17
	10.1 Language other than English Translation and Interpreting Services at 
Implementation ……………………………………………………………………………………… 18
11. Supporting material ……………. 18
12. Process owner and approver …….. 18
13. Feedback …….... 19
14. Version change control ……. 19

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1. Purpose

The content of this document is OFFICIAL. This Practice Guide will support you to understand sensitivities and things to consider when meeting or having conversations with the participant using their preferred method of communication.

2. To be used by

• Plan Developers – Planners and NDIS Partners in the Community (Early Childhood Partners and Local Area Coordinators [LACs]).

3. Scope

All participants must be supported to communicate in their preferred method in all their dealings with the National Disability Insurance Agency (NDIA).

3.1 Preferred method of communication

The participant will be supported to communicate in their preferred method of communication whenever they interact with the NDIA. A preferred method of communication may be verbal, written or using another supporting medium and may be required due to:

• hearing loss
• vision loss
• speech impairment
• other related communication impairments:
  • Apraxia of speech
  • Dyspraxia of speech
• other neurological conditions
• language other than English. The participant notifies the Agency that they would like to change their preferred method of communication. This is referred to as an alternate preferred method of communication.

3.2 Considerations when a participant chooses an alternate preferred method of communication

When the participant has requested an alternate preferred method of communication:

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• allow enough time for them to engage confidently in conversations. For example, ensure any communication technologies that the person uses are easily integrated in conversation.
• direct your questions to the participant and include them in discussions using eye contact.
• be respectful of cultural and linguistic circumstances, being sensitive to individual communications needs.
• identify if assistance filling forms is needed; do they need informal supports?
• do not assume a person who requires communicative support cannot understand you.

3.3 Myplace portal electronic format

You should discuss with the participant their ability to access documents electronically via myplace. If assistive technology (e.g., screen readers) is used, an electronic format may be preferred. Refer to How to Use the MyPlace Portal to demonstrate benefits & how to access these formats.

3.4 Privacy obligations

The NDIS Act and the Privacy Act require emails from NDIA containing personal information must classified as ‘Sensitive Personal’. Where external providers convert materials into alternate formats, those services adhere to same privacy rules as NDIA. Confidentiality provisions ensure all patient data remains confidential at all times.

4. Disability related interpreting and translation supports

There are many factors when determining level of required support for everyday life:

• access to family and social networks
• early intervention or education programs available
• additional disabilities present
• geographic location

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OFFICIAL For internal use only e cultural background which may influence the type and severity of barriers for a person who is deaf, deafblind or hard of hearing.

4.1. Hearing Related Interpreting and Translation Supports

The participant’s level of hearing loss is just one factor to consider when determining the level of support they may need in everyday life.

Supports for participants who are deaf, deafblind, have hearing loss or a hearing impairment are funded through the participant’s plan; refer to Practice Guide — Hearing Supports.

The participant has choice and control over who they wish to provide their preferred communication support (Auslan, tactile fingerspelling, hand-over-hand signing, or visual frame signing).

it is the responsibility of the NDIA or Partner to book and pay for an interpreter for interactions between the participant and the NDIA or partner.

When organising a meeting or event, you must make sure it is accessible. If you need an interpreter, you need to book well in advance, particularly in remote parts of Australia.

A number of booking organisations can arrange interpreting support for people with hearing impairments such as state-based deaf and hearing impairment societies or national organizations.

when booking an interpreter service, make sure the interpreter has a valid Working With Children Check. A working with children check is required even if the participant over 18, as it ensures appropriate clearances are obtained.

Having a specific interpreter throughout the participant’s NDIS experience can maintain quality of support and benefit the participant. You must discuss the participant’s preference with them when arranging an interpreter.

Note: Disability related interpreting and translation supports are funded separately from interpreting services needed to help the participant interact with the Agency; refer to Standard Operating Procedure — Assist the Participant With Their Preferred Method Of Communication And Standard Operating Procedure – Include disability Related Interpreting Supports In The Participants Plan.

4.1.1 Hearing Related Interpreting and Translation Supports That Can Be Funded in a participants plan

Support Description

e private legal and financial appointments

e special occasions such as weddings or funerals

e volunteering opportunities

e attending support or interest groups

e access to sporting opportunities

e courses provided by private education providers who do not provide interpreters.

in making a reasonable and necessary decision, check that the supports are not funded by mainstream services such as:

• Health Care Interpreting Services (HCIS) at public hospitals

• Employment Assistance Fund (EAF) for the workplace

• Community Relations Commission (CRC) for the justice system

• National Relay Service (NRS) to assist a deaf, hard of hearing or person with speech impairment to make and receive phone calls.

Remote captioning

Video Remote Interpreting (VRI): a service that uses videoconferencing technology to provide a professionally accredited Auslan-English Interpreter via the internet. VRI allow a person to see and talk to an interpreter without being in the same room, or even in the same city. live Captioning: provides an instant readable alternative to spoken English. Offsite captioners listen to what is being said, transcribe the words, and then send the text over the internet to your screen within five seconds of it being said.

Deaf relay interpreting or specialist deafblind support.

These supports are more than typical Auslan interpretation support. The participant will need two interpreters working together and is similar to translating from one language into two consecutive languages. V13.0 2022-02-18 Practice Guide Assisting Communications Page 6 of 19 official This document is aagoatrotted when printed.

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Support Description

The Interpreter One: a deaf or hearing interpreter to unpack the information from the source language to other visual and tactual communication forms and vice versa.

The Interpreter Two: assist with the flow of communication so o information is lost. When requesting a second interpreter specify that the second interpreter needs to be either a deaf interpreter (relay for language other than English) or deafblind.

Deafblind Communication Supports

For example tactile fingerspelling, hand-over-hand signing or visual frame signing.

Deafblind Communication Guide

A Visual-information support when communicating or participating in social and community activities. Refer to deafblind snapshot for more information.

Auslan Training

Auslan-in-the-Home is to provide children, adults and/or their family access to Auslan training in the home.

When determining reasonable and necessary funding please consider:

• The participant’s primary mode of communication
• The participant’s age. For example a toddler has a shorter concentration span than older children or adults
• Other persons in the family with Auslan language skills or role models such as a person using sign language
• Local access to mainstream services for Auslan classes (this varies nationally)
• Packages for Ausian training at the home will always depend on the age of the participant and the intensity they require in terms of sign language development.
• The level of support the participant currently receives, either through the NDIS or mainstream such as the Education system.

Specialised equipment

For example: V13.0 2022-02-18 Practice Guide Assisting Communications Page 7 of 19 OFFICIAL This document is Bagentrotted when printed.

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| Support | Description | | | e | Flashing light/vibrating baby cry alarms | | e | Flashing light/vibrating doorbells | | e | Flashing light/vibrating smoke alarms |

Hearing equipment, training, maintenance and batteries Refer to Practice Guide — Hearing Supports.

Supports for parents: Speech therapy for children or Auslan training for family members of children with a hearing impairment. Early access to communication and to full integration in the family home is integral to speech and language development and a positive sense of identity.

Coordination of complex supports: Assist with navigating mainstream systems, arranging supports, dealing with major life transitions and translating letters or bills.

Capacity building supports: Social skill development, independent living skills training, mentoring support and / or travel training.

IMPORTANT

e National Auslan Booking Service (NABS) is not a free service for NDIS participants. Funding for interpreting services should be included in the participant’s plan if considered reasonable and necessary. Participants have choice and control over who they wish to provide their preferred communication support.

e National Relay Service (NRS) is not funded as it is a free-of-charge phone service to assist people who are deaf, hard of hearing or speech impaired to make and receive phone calls via a range of devices from computers, tablets, mobile phones, an ordinary phone or TTY (a special phone with a small keyboard and screen). Note: NRS does not provide on demand face to face support for Auslan users to interact with government services.

4.2 Funding for disability related translation and interpreting

The NDIA or Partners in the Community fund disability related supports to assist a participant to interact or communicate with the NDIA. Funding arrangements at each stage of the NDIA pathway are outlined in the following table:

| Stage | Funding | | | Access | National Access Branch |

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| Stage | Funding | | Pre-planning | Regional office budget/partner budget Planning and approval | Regional office budget/partner budget Plan handover | Regional office budget/partner budget Plan Implementation | Include funding in the participant’s plan:

• Auslan or Signed English Training (03_089_0121_1_1)
• Telephone or video interpreting (03_091_0121_1_1)
• Interpreting & translating (03_090_0121_1_1)
  Plan review | Regional office budget/partner budget

Refer to Standard Operating Procedure — Assist the participant with their preferred method of communication and Standard Operating Procedure — Include disability related interpreting supports in the participant’s plan.

Non-disability translation and interpreting services Translation and interpreting support for languages other than English cannot be funded as a reasonable and necessary support in the participant’s plan. This is because it is not directly related to their disability.

For information on accessing Indigenous languages go to section 5 of this practice guide.

4.3 National Accreditation Authority for Translators and Interpreters

The National Accreditation Authority for Translators and Interpreters (NAATI) is a certification to practice as an interpreter or translator.

NDIS staff and partners are encouraged to follow best practice and use NAATI recognised services. Translating and Interpreting Services (TIS) National policy is to recruit NAATI certified interpreters.

A certified interpreter facilitates accurate transfer of meaning between the two languages, and takes into account any cultural sensitivities.

NAATI Interpreters are bound by the Australian Institute of Interprets and Translates (AUSIT) professional code of conduct and ethics, which requires them to:

• interpret accurately and honestly without adding or omitting anything being said
• maintain confidentiality
• be impartial and objective
• act in a professional manner at all times

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• provide advice to the participant. For example how to answer a question
• translate written documents.

The interpreters of new and emerging languages which are not included in the certification system can receive recognition from NAATI.

For further information refer to NAATI, TIS National or AUSIT.

4.4 Considerations When Arranging Interpreting Services

4.4.1 Language

In many countries, a number of dialects are spoken. For example, a person born in Cambodia may need interpreting assistance 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 greatly from the language they read
• to pre-book interpreting services to ensure the participant’s preferred language needs are met.

4.4.2 Preparation Time

You should allow extra preparation time when pre-booking interpreters so that the interpreter can meet with you before the participant arrives.

When meeting with the participant and interpreter for the first time, meet thirty minutes before with the interpreter to discuss relevant material and interactions.

This time helps the interpreter:

• be confident in the topics of conversations to come
• understand that their role does not include providing care or assistance to a person with a disability.

Before the meeting provide the interpreter with a copy of the NDIA Key Terms Glossary to read. This is so they can prepare and familiarise themselves with NDIS concepts. This glossary is available in 11 languages other than English on the NDIS Languages website.

A note: terms such as ‘Goal’ and ‘Participant’ cannot be directly interpreted into a second language because they have a specific meaning within the NDIA. Explain this terminology as you work with the participant, so your explanation can be interpreted.

4.4.3 Bilingual Staff

The term ‘bilingual’ refers to someone who:

• speaks two languages fluently

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OFFICIAL For internal use only -- has the ability to understand and communicate effectively in two cultural environments. Note: If an Agency or Partner staff member can speak two languages fluently, they are not interpreters and should not be asked to work as interpreters. A bilingual staff member may be engaged to fill ‘simple communication’ gaps. “Simple communication” must be viewed as 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 such as the meeting time, location, annd that a suitable interpreter will be at the planning meeting. rBilingual 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.

4.4.4 Family and friends providing interpreting services

There are instances where the participant’s friend or family member may be asked to interpret ‘simple communication’, such as 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 under the age of 18 years of age are not appropriate interpreters in any context.

4.4.5 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, and may be reluctant to speak through an interpreter from the same community. This is particularly the case when discussing issues related to disability, where there are diverse understanding about disability and disabilities are not openly discussed. If a specific interpreter is required, capture this information in the participant’s record. Refer to Guide to Interactions in the NDIS Business System.

4.4.6 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 what these sensitivities. Seek advice from the interpreting service to: -- ensure the most appropriate interpreter for the situation is chosen. V13.0 2022-02-18 Practice Guide Assisting Communications Page 11 of 19 OFFICIAL This document is redactedwhen printed.

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OFFICIAL For internal use only e take into account 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, it is suggested to book a female interpreter for a female participant and a male interpreter for a male participant.

4.4.7 Type of interpreting service

You must consider the individual needs of the participant when determining the most appropriate type of interpreting service.

Phone Interpreting

e use for short, simple communications e pre book phone interpreting when interpreters for a particular language are limited.

On-site Interpreting

e Recommended when a scheduled appointment:

• may take some time
• may be complex or sensitive
• requires specialist knowledge
• includes discussion about documents or forms. e Consider booking a specific interpreter.

Video-conference Interpreting

e allows face-to-face communication so that non-verbal cues, such as facial expressions can be seen without travel time and expense. e telephone interpreting or video-conferencing may assist in facilitating access to interpreters in new and emerging languages, or when services are required in rural or remote areas. Refer to Standard Operating Procedure — Book translation and interpreter services for the participant.

4.4.8 TIS National Cancellation

If you are booking through TIS National, there is an online booking process or you can call the Client Liaison team on 1300 655 820. Table 1 below outlines TIS National preferred pre- boking timeframes. <table>

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Check the Cancellation Policy (external) for any booked interpreter. If you need to cancel the\ndbooked interpreter, give the interpreter the required minimum notice to cancel the service and\nto avoid cancellation fees.

5. Aboriginal and Torres Strait Islander languages

it is the responsibility of the NDIS staff and/or Partner to find and provide an Aboriginal and\nTorre s strait islander language translator or interpreter.\nAboriginal and Torrs strait Islande rlanguage interpretation must be organised based on the participant’s location,\nthrough state-based organisations. There i no nationally consistent provider. Refer tothe Aboriginal and Torre strai lslander Practice Guide.

6. Funding fo non disability related translation and interpreting (including LOTE and Aborigina land \Torres Stra itlsander)

It is th responsibilit o fthe NDIA ensure that he participan has assistance support their interaction a nd /o communication with h Agency or Partne .Funding this accessed using regional office budget Partners budge . intepreting fo LO TE(excluding Auslan )is not funded in participants plan asit nota disabilit yrelated suppot. enouragehe participa use supports thei primar languag where possible.\nMainstream services ,fo example Transport Justice Education will provid funding fortranslationsupports interact these organisation Refert DHA — free translatio nservicefor translationnon -NDIAdocuments. note: Noanguage other than English (LOTE) relate dsuppots includingAboriginallan Torres Strait Islander languages canbefundedinparticipantsplan. The following table isa breakdown offunding budgets by stage ofthe pathway.

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7. Free Interpreting and Translating Services

The Australian Government provides free interpreting services for non-English speaking Australian citizens and permanent residents, when they are communicating with certain approved groups and individuals such as:

• GPs and medical specialists
• pharmacies, for medication
• non-profit, non-government
• community based organisations for case work and emergency services
• local governments on issues such as rates, garbage collection and services.

You must provide the participant with information about this service to meet their needs. For further information go to About the Free Interpreting Service.

8. Accessible Formats

the NDIA has an arrangement with an external provider to provide NDIS plans and other documentation generated by the System to the participant in braille and other accessible formats.

The NDIA is responsible for providing a copy of the following documents in the participant’s chosen accessible format:

• NDIS Access Request Form
• the participant’s plan
• other System generated letters

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The participant’s preferred method of correspondence is updated in the System. The participant, nominee or child representative can also update their communication preferences via the myplace portal. Refer to Standard Operating Procedure — Assist the participant with their preferred method of communication.

The following table lists all alternative accessible formats available through the external provider:

A copy of the plan will be provided in the format the participant has selected as their preference within seven days after the plan comes into effect.

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Refer to Standard Operating Procedure – Assist the participant with their preferred method of communication.

8.1.1 Access Request Form

The NDIS Access Request Form is available in braille. All NDIA staff and Partners who have a ‘@ndis.gov.au’ email address can request an ARF in braile and have this sent via post directly to the participant.

to order an ARF in braile refer to How to order brail communication products user guide on the Ordering NDIS Products intranet page.

For more information on disability related supports funded by the NDIA throughout the participant pathway refer to 4.2 Funding arrangements for disability related translation and interpreting.

8.1.2 Funding for accessible formats

9. Printing plans in a language other than English

When a participant requests to have their plan translated into a languag other than Englis (LOTE), National Delivery will arrang translatio through a NAATI translator o ther local organisatio /business. If you ar unsur who your regio would us fo translati services, refe t yo team leader/supervisor f guidance.

The NDIA planner o delegat arranges printing th participan’s pla i LOTE an this is pai fro th regional offic budge .

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• If the plan is written in plain English. Plain English is clear language that can easily be read and understood. The reader should be able to act on information the first time they read it. Complex concepts and legal documents, such as contracts and legislation, can be written in plain English while maintaining legal accuracy. Plain English should:
• focus on the message
• only use necessary words
• avoid jargon and complex language.
• Whether the Participant may not read the language they speak. For example, a person may speak fluent Polish, but not read Polish due to their education taking place in another country.
• Many spoken languages do not have a written equivalent or have multiple written equivalents. The participant may only read one of them.
• NDIA terminology may not translate into other languages and cultures without appropriate context and explanation. Both English and LOTE versions of the plan must be sent to the participant to allow providers to read and understand the plan. Note: If a local arrangement is established you must create a deed of confidentiality with the provider. To establish a deed of confidentiality please engage with the NDIA Legal Privacy Team.

10. Support for participants with a language other than

English at Implementation

Translation and Interpreting Services (TIS) National are contracted with NDIA so registered providers can book an interpreter on behalf of the participant implementing their plan. The The NDIA funds this service to support participants in understanding their plan, enabling them to use their funding. Language Interpreting Services page. Information for how providers can dia-funded services for plan implementation are on the Language Interpreting Services for Providers page. It is important the participant knows it is not their responsibility to book or fund interpreting s \\services.\ Supports may include initial face to face meetings. Other meetings may use the TIS National’s telephone options if appropriate. Please consider the participant’s needs and use on site interpreters if communication will be sensitive, complex or a lengthy discussion. TIS National does not provide access to interpreters of Aboriginal and Torres Strait Islander languages, therefore providers will need to source interpreters from local sources. Refer to Standard Operating Procedure – Book translation and interpreter services for the the relevant TIS National Client Code and to access TIS National interpreters. V13.0 2022-02-18 Practice Guide Assisting Communications Page 17 of 19 OFFICIAL This document is redacted when printed.

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10.1 Language other than English Translation and Interpreting Services at Implementation

10.1.1 The role of the NDIA plan developer

The NDIA plan developer can support participants who use a primary written language other than English (LOTE) to implement their supports by: -- printing the participant’s plan in LOTE. The NDIA plan developer can arrange this through a NAATI translator. If you are unsure who your local office uses for translation services, refer to your team leader/supervisor for guidance. -- discussing the approved plan with the participant’s LAC, Early Childhood Partner or their support coordinator so they can proceed with plan implementation.

10.1.2 The role of the plan implementer (LAC, Early Childhood Partner or support coordinator)

after the NDIA plan developer hands over the plan, the plan implementer supports the participant by: -- ensuring the participant understands all supports identified in their plan, with assistance from an interpreter if required. -- exploring the capacity of informal and mainstream supports (where available and appropriate) to assist the participant with implementing their funded supports. -- exploring service providers proficient in the participant’s primary language to support the implementation of their supports. Where there are none available in the participant’s primary language, the plan implementer must discuss available options with the participant and together identify an appropriate provider to implement supports. -- advising registered providers of the NDIA-funded TIS National process they can registerer for to support participants during plan implementation. Refer to How to become a client on the TIS National Website.

11. Supporting material

-- NDIS Act 2013 -- NDIS Rules -- NDIS Operational Guidelines

12. Process owner and approver

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