Contents
Practice Guide – Assisting Communication
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Purpose
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To be used by
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Scope
3.1 Preferred method of communication
3.2 Considerations when a participant chooses an alternate preferred method of communication
3.3 Myplace portal electronic format
3.4 Privacy obligations
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Disability related interpreting and translation supports
4.1 Hearing related interpreting and translation supports
4.2 Funding for disability related translation and interpreting
4.3 National Accreditation Authority for Translators and Interpreters
4.4 Considerations when arranging interpreting services
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Aboriginal and Torres Strait Islander languages
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Funding for non-disability related translation and interpreting (including LOTE and Aboriginal and Torres Strait Islander)
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Free interpreting and translating services
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Accessible formats
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Printing plans in a language other than English
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Support for participants with a language other than English at Implementation
10.1 Language other than English Translation and Interpreting Services at Implementation
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Supporting material
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Process owner and approver
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Feedback
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Version change control
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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.
To be used by
- Plan Developers – Planners and NDIS Partners in the Community (Early Childhood Partners and Local Area Coordinators [LACs])
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:
- allow enough time for them to engage confidently in conversations. For example ensure any communication technologies that the person uses are easily integrated into the conversation.
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direct your questions to the participant and include them in all discussions using eye contact
be respectful of any cultural and linguistic circumstances and be sensitive to their individual communications needs
identify if the participant needs assistance to fill in forms. For example do they need support from informal supports
do not assume a person who needs support to communicate cannot understand you.
3.3 Myplace portal electronic format
You should discuss with the participant that they can access electronic versions of their documents on the myplace portal with the participant. If the participant uses assistive technology supports (for example screen readers), electronic format may be their preferred choice. Refer to How to use the myplace portal to show the participant the benefits of the portal and how to access electronic communications.
3.4 Privacy obligations
In accordance with the Privacy Act 1988 (Cwlth) and the NDIS Act, any emails sent from the NDIA containing sensitive and personal information must be classified as ‘Sensitive-Personal’.
Where the NDIA uses an external provider to convert communications into alternate formats, the external provider is bound by the same privacy rules as the NDIA. There are confidentially provisions to ensure participant information is handled confidentially at all times.
4. Disability related interpreting and translation supports
There are many factors to consider when determining the level of support the participant may need in everyday life such as:
access to family and social networks
access to early intervention or education
additional disabilities
geographic location
cultural background which may influence the type and severity of barriers for a person who is deaf, deafblind or hard of hearing.
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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 ineractions 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.
There are a number of booking organisations that can arrange interpreting support for people with hearing impairment, such as state-based deaf and hearing impairment societies or national organisations.
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 to ininterpreting services required to support the participant to 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 participant’s plan.
4.1.1 Hearing related interpreting and translation supports that can be funded in a
participants plan
| Support | Description |
|---|---|
| Translation and interpreting services | Reasonable and necessary translation and interpreting |
| supports to attend events and occasions such as: | |
| • medical or health professional appointments such | |
| as GP’s or Specialist. | |
| • private legal and financial appointments | |
| • special occasions such as weddings or funerals | |
| • volunteering opportunities | |
| • attending support or interest groups | |
| • access to sporting opportunities |
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Support
For internal use only
- 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 interpreting
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.
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.
Interpreter Two: assist with the flow of communication so no information is lost. When requesting a second interpreter specify that the second interpreter needs to be
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Support
For internal use only
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 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 Auslan 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:
- Flashing light/vibrating baby cry alarms
- Flashing light/vibrating doorbells
- Flashing light/vibrating smoke alarms
Hearing equipment, training, maintenance and batteries | Refer to Practice Guide — Hearing Supports.
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Support | Description
- 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
- 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.
- 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 |
| 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: |
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National Accreditation Authority for Translators and Interpreters
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Stage Funding
- 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.
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 Interpreters and Translators (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
Interpreters should not:
- provide advice to the participant. For example how to answer a question
- translate written documents.
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.
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Considerations when arranging interpreting services
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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 NDIA concepts. This glossary is available in 11 languages other than English on the NDIS Languages website.
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
‘Bilingual’ refers to someone who:
- speaks two languages fluently
- 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
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Asked to transfer information about a planning meeting such as 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.
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
- 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
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You must consider the individual needs of the participant when determining the most appropriate type of interpreting service.
Phone Interpreting
- use for short, simple communications
- pre book phone interpreting when interpreters for a particular language are limited.
On-site Interpreting
- Recommended when a scheduled appointment:
- may take some time
- may be complex or sensitive
- requires specialist knowledge
- includes discussion about documents or forms.
- Consider booking a specific interpreter
Video-conference Interpreting
- allows face-to-face communication so that non-verbal cues, such as facial expressions can be seen without travel time and expense.
- 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-booking timeframes.
| Type of Assignment | 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 (external) 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.
5. Aboriginal and Torres Strait Islander languages
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Funding for non-disability related translation and interpreting (including LOTE and Aboriginal and Torres Strait Islander)
It is the responsibility of the NDIS staff and/or Partner to find and provide an Aboriginal and Torres Strait Islander language translator or interpreter.
Aboriginal and Torres Strait Islander language interpretation must be organised based on the participant’s location, throughstate-based organisations. There is no nationally consistent provider. Refer to the Aboriginal and Torres Strait Islander Practice Guide.
It is the responsibility of the NDIA to ensure the participant has assistance to support their interaction and/or communication with the Agency or Partner. Funding for this is accessed using the regional office budget or Partners budget.
Interpreting for LOTE (excluding Auslan) is not funded in the participant’s plan as it is nota disability related support.
Encourage the participant to use supports in their primary language where possible. Mainstream services, for example Transport, Justice, Education will provide funding for translation supports to interact with these organisations. Refer to DHA — free translation service for translation of non-NDIA documents.
Note: No language other than English (LOTE) related supports (including Aboriginal and Torres Strait Islander languages) can be funded in the participant’s plan.
The following table is a breakdown of funding budgets by stage of the pathway:
| Stage | Funding |
|---|---|
| Access | National Access Branch |
| Pre-planning | Regional office budget/partner budget |
| Planning and approval | Regional office budget/partner budget |
| Printing and translation of plans | Regional office budget |
| Plan handover | Regional office budget/partner budget |
| Plan Implementation | Access to funded supports. To be funded via TIS National — National Office Budget. Aboriginal and Torres Strait Islander Language interpreters are to be locally sourced (Regional office |
| ) |
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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 (external).
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
Check 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.
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Format
OFFICIAL For internal use only
| Format | Available Options |
|---|---|
| Letter large font | Available in the following large font sizes: 18, 20, 22, 24, 26, 28 and 36. |
| Braille letter | e Braille Grade II Letter e Braille Grade I Letter e eBraille file |
| Audio file CD or USB | e CDA File e DAISY File e MP3 File |
| E-text CD or USB | e MS Word (.docx) e MS Word (.doc) e RTF e PDF e HTML e ePub |
| Electronic (plan approval only) | e MS Word (.docx) e MS Word (.doc) e Rtf e PDF e ePub |
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.
Please remind the participant that ReadSpeaker is installed on the internet and they can access audible versions of information.
Refer to Standard Operating Procedure - Assist the participant with their preferred method of communication.
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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 braille and have this sent via post directly to the participant.
To order an ARF in braille refer to How to order braille communication products user guide. 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
| Stage | Funding |
|---|---|
| Access | National Access Branch Budget |
| Pre-planning | Regional office budget/partner budget |
| Planning and approval | Regional office budget/partner budget |
| Plan handover | Regional office budget/partner budget |
| Plan Implementation | Where a participant might require braille support as part of the plan implementation process, participants can access support from Vision Australia, which included up to 360 pages per financial year, converted to braille or audio. For further information visit the Vision Australia Library FAQ page. |
| Plan review | Regional office budget/partner budget |
9. Printing plans in a language other than English
When a participant requests to have their plan translated into a language other than English (LOTE), National Delivery will arrange translation through a NAATI translator or other local organisation/business. If you are unsure who your region would use for translation services, refer to your team leader/supervisor for guidance.
The NDIA planner or delegate arranges printing the participant’s plan in a LOTE and this is paid for from the regional office budget.
Before arranging the translation of the participant’s plan into their preferred written language: consider:
- 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 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 book NDIA-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 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 participant for the relevant TIS National Client Code and to access TIS National interpreters.
10.1 Language other than English Translation and Interpreting Services at Implementation
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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 register 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
General Manager, Participant Experience and Design.
13. Feedback
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14. Version change control
| Version No | Amended by | Brief description of change |
|---|---|---|
| 9.0 | $22(1)(a)(ii) | Class 2 approval. |
| NABS is no longer a free service. | ||
| Funding is to be included in a participants plan. | ||
| 10.0 | $22(1)(a)(ii) | Class 2 |
| New alternative format added to the System. Participants, nominees or child representative can now receive Plan Approval and cover letter via email. | ||
| 11.0 | $22(1)(a) | Class 2 |
| Annual review of resource. | ||
| 12.0 | $22(1)(a) | Class 1 Approval |
| Updated links relating to Assisting the participant with their preferred method of communication. |
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