CS Policy 21 Working with Controlled Document Version: 3 Date of approval: 17.03.2014 Date of next review: 20.01.2017 1. Purpose This policy sets out CatholicCare s commitment to the provision of interpreter services for clients who have difficulty communicating in spoken English. This may include users of Auslan and people from language backgrounds other than English, including speakers of Australian Indigenous languages. 2. Key Accountability Executive Managers 3. Application All employees and volunteers. 4. Relevant Legislation Disability Discrimination Act (1992) 5. Accreditation Standards NSW Office of the Children s Guardian, NSW Standards for Statutory Out-of-Home Care o Standard 1 Children s Rights Department of Social Services, Family Support Program Approval Requirements o Standard 10 Accessibility of Services Home Care Standards o Expected Outcome 2.1 Service Access National Disability Standards o Standard 5 'Service Access' 6. Definitions Interpreting - interpreting is the communication of an oral or visual gesture from one language (the source language) into another language (the target language). It includes community and Aboriginal languages and AUSLAN (Australian sign language). There are various types of interpreting. These include face-to-face, telephone, video conferencing and conference interpreting. Translating - translating is the communication of a written document from one language (the source language) into another language (the target language).
7. Policy CatholicCare is committed to taking all reasonable steps to ensure access to its services for all people who meet the service criteria irrespective of English language skills or other attributes, such as a hearing or speech difficulties, which may pose challenges to oral communication. Access is enhanced by the provision of interpreting and translating services delivered through interpreters/translators accredited and recognised by the National Accreditation Authority for and Translators (NAATI). This assistance is provided at no cost to clients. In choosing a service provider for clients who speak a language other than English preference is given to TIS (the Translating and Interpreting Service of the Department of Immigration and Citizenship) as it provides a telephone service and also a limited number of face-to-face services at no charge. CatholicCare s registration number with TIS is C027502. CatholicCare also uses a range of other options to enable communication, access and participation, including provision of visual aids and use of bi-lingual employees and volunteers as language aides or to provide services directly in a language other than English. 8. Procedures 8.1 Role of and Translators facilitate communication between the parties involved. They do not conduct interviews or groups, give advice, act as advocates or contribute personal beliefs or opinions. Translators translate written text provided by staff. They do not define terms, re-format material, provide examples or change any material to make it more suitable for translation. 8.2 Allocation of Funds 8.3 Intake Executive Managers allocate funds for interpreting and translating in each annual budget. When booking interpreters, staff must remain within the budget allocation unless Managers give express permission due to exceptional circumstances. As part of the intake process for each new client, employees assess the need to use an interpreter to facilitate two-way communication. An interpreter may also be requested by the client. Immediate free telephone assistance is available 24 hours per day from: Translating and Interpreting Service for clients who speak a language other than English National Relay Service for people who are deaf or have hearing or speech impairments Details of the assistance required is recorded on the client s file.
8.4 Booking an Interpreter In each situation staff determine whether booked telephone interpreting will suffice (eg for exchange of information) or whether on-site interpreting is required (eg for counselling). Telephone interpreting is preferred when appropriate in order to best manage CatholicCare s limited funding. Employees determine the language & dialect required and any preferences of the client eg male or female interpreter. If a fee is involved staff will check in advance with the manager that the program s budget limit has not been exceeded (see Section 8.2). Bookings are made at the same time as an appointment with the client is arranged and additional time should be allowed for the interview, group or meeting. Bookings are made 2 weeks in advance to ensure a suitable interpreter is available. 8.5 Working with (For full details see Work Instructions: Guidelines for Working Effectively with and Translators.) Employees and volunteers: brief the interpreter about the purpose of the interview speak clearly at normal speed, pausing to allow interpretation (unless simultaneous interpretation is being used) provide plain and accurate information define complex terms and avoid acronyms 8.6 Working with Translators (For full details see Work Instructions: Guidelines for Working Effectively with and Translators.) Employees and volunteers: keep language simple and use short sentences use active rather than passive language be aware that some people may have limited literacy in their own language. 8.7 Bi-Lingual CatholicCare Employees and Volunteers Employees and volunteers may converse directly with clients in languages other than English or may be used as a language aide to assist in determining clients initial needs. However they do not interpret in complex situations unless they are NAATI accredited and agree to provide such a service. 8.8 Family and Friends Family and friends of clients may be present as support people but are not used as interpreters.
They may provide simple language assistance in some day-to-day service delivery situations eg when Care Support Workers are providing domestic assistance in a clients homes. However interpreters are always used if clients cannot fully participate in interviews, assessments, reviews or other complex situations eg serious complaints. 8.9 Resources 8.9.1 Telephone Interpreting National Relay Service (NRS) o TTY/Voice Calls for communicating with people who are deaf or have a hearing impairment and use a teletypewriter Contact: 133 677 o Speak & Listen Calls - for communicating with people who have speech impairments Contact: 1300 555 727 TIS National Translating and Interpreting Service, Department of Immigration and Citizenship o For immediate telephone interpreting: Contact: 131 450 o For pre-booked telephone interpreting: Contact: 1300-655-083 Telephone interpreting may also be pre-booked on-line or by fax (see TIS National website) 8.9.2 On-site Interpreting Sign Language Communications NSW (division of Deaf Society of NSW). On-site interpreters are booked on-line (see Deaf Society website) TIS National - Translating and Interpreting Service, Department of Immigration and Citizenship On-site interpreting may be booked on-line or by fax (see TIS National website) Contact: 1300 655 082 NSW Community Relations Commission Language Services Contact: 1300 651 500 Wollongong City Council Interpreter Service (Wollongong LGA) - on-site interpreters (accredited) and language support workers (if there are no local accredited interpreters) can be booked by email interpreters@wollongong.nsw.gov.au Contact: 4227 7650 8.9.3 Accreditation NAATI - National Accreditation Authority for Translators and Contact: 1300 557 470
9. Attachments Flowcharts Forms 10. Cross Reference to Other Policies 11. Version Control and Change History Version Number Approval Date Approved by Amendment 1 19 Oct 2011 Director New policy 2 20 Jan 2014 Director 2 yr review. No significant changes 3 17 Mar 2014 Exec Mngr Qlty Sys (with authorisation of Director) Change to 3 year review cycle. Up-date of relevant Accreditation Standards (deletion of reference to Community Care Common Standards & substitution of appropriate reference to Home Care Standards and National Disability Standards). New logo