LS Guidelines May 2012

Language ServicesGuidelines

Version 12

Community Access Ageing Disability and Home Care

Department of Family and Community Services NSW May 2012

Final

Document approval The Language Service Guidelines has been endorsed and approved by

Jim Moore

Chief Executive ADHC

Approved 24 September 2010

Signature on file

Lauren Murray

Deputy Director-General ADHC


Signature on file

Document version control Distribution All ADHC

Document name Language Services Guidelines

Version Version 12

Document status Final

File name Language Services

Authoring unit Community Access

Date May 2012

Version 12 Updated May 2012

Table of contents 1 1 Language Services Guidelines

11 1 Guidelines for Using Interpreters111 1 The Role of an Interpreter

112 2 Styles of Interpreting

113 2 Critical Points when an Interpreter should be used

114 3 Accredited on-site interpreters

115 4 Procedure for booking an interpreter

116 6 Working with an on-site interpreter

117 7 Accredited telephone interpreting

118 8 Procedure for making a complaint about an interpreter

119 9 Interpreting Services

12 11 Guidelines for Using Translated Information

13 14 Guidelines for Accessing and Using Bilingual Staff131 14 Community Language Allowance Scheme (CLAS) ndash ADHC Only

14 17 Translated Glossaries

2 18 Appendices

Appendix 1 ndash Decision tree 1 using an interpreter19 Appendix 2 ndash Decision tree 2 when a client refuses to use an interpreter 20 Appendix 3 ndash Decision tree 3 when an interpreter is not available 21 Appendix 4 ndash Explanation of Terms22 Appendix 5 ndash Interpreter and Translator Accreditation Levels 24 Appendix 7 ndash CLAS Recipient Worksheet 27 Appendix 9 ndash Aboriginal languages29 Appendix 10 ndash Community languages by Country30

Version 12 Updated May Error Reference source not found

1 Language Services Guidelines New South Wales is one of the most culturally linguistically and religiously diverse states in Australia and diversity is a defining feature of ADHCrsquos client base A proportion of clients will require language assistance in their attempts to access services To ensure equitable access to services and programs ADHC is committed to the development and implementation of practical communication strategies

The Language Services Guidelines have been developed as a tool to facilitate the implementation of the Language Services Policy by ADHC staff The Guidelines are also relevant to ADHC funded agencies who are encouraged to utilise them to guide and develop their practice and systems for the use of language services

ADHCrsquos Language Services Policy was developed to support ADHC staff in direct communication with clients from culturally and linguistically diverse backgrounds their families and significant others The Policy is the foundation for effective and accessible communication and the development of a service system which will build staff capacity to work cross culturally

Through the Community Relations Commission and Principles of Multiculturalism Act 2000 the NSW Government is committed to ensuring that linguistic needs of all clients are addressed and this requirement extends to all contracted and funded services The Guidelines will be a useful aid in determining how this responsibility may be met

11 Guidelines for Using Interpreters The following provides guidelines for working with both

accredited on-site interpreters in Auslan and community languages

accredited telephone interpreters who can be accessed via the use of telephone speaker phones conference call video conferencing

111 The Role of an Interpreter

Interpreters are used to provide a clear channel of communication not to provide direct counselling or advice to the client or to a staff member They are bound by strict codes of conduct and ethics known as lsquoThe Australian Institute of Interpreters and Translators Code of Ethicsrsquo to ensure a high level of integrity and professionalism Common standards include

impartiality and confidentiality

disclosure of conflicts of interest

accuracy and competence

honesty integrity and dignity

reliability and punctuality

In summary the role of the interpreter can be to

facilitate communication not conduct the interview

interpret only that is convey messages accurately without addition omission or editing (ensure all communication is relayed accurately without being lsquofilteredrsquo)

interpret as the service provider assists the client to complete a form or take details or a history

1

when required read some information out to the client in the clientrsquos language (sight interpreting) as long as it is not of a very complex nature or very long It remains the responsibility of the service provider to provide information to the client

Interpreters do not

act on the service provider or clientrsquos behalf

fill out forms

take information or provide information to the client

112 Styles of Interpreting

There are four main styles of interpreting Knowing the difference will help to determine which style if best for your situation

Consecutive Interpreting ndash is the most common style of interpreting where the speaker and the interpreter speak one after each other The interpreter listens to a few sentences or messages and then says this in the other language while the speakerinterviewer pauses The speaker will continue and the process repeats itself

Simultaneous Interpreting ndash is commonly used in conference proceedings where the interpreter listens to the first words that the speaker says then proceeds to interpret this immediately and continuously as they continue to talk so that the speaker and the interpreter are speaking simultaneously

Chucotage Interpreting (whispered interpreting) ndash is commonly used in court proceedings where the interpreter keeps the client informed of discussion taking place within the body of the court such as legal deliberations between the parties evidence of other witnesses etc

Sight translations ndash occurs when an interpreter is required to provide oral and instantaneous interpretation of a written text such as a court order or a form

113 Critical Points when an Interpreter should be used

Access to information in a clientrsquos preferred language is essential at the following points

When critical information about the clientrsquos circumstances need to be communicated and understood by them

When the client is required to make significant informed decisions about their health care

Initial intakecontact when collecting client information and assessing need

When undertaking assessments

When explaining service and therapy options

When client consent is required

For client and carer feedback

When determining appropriate referral

For early intervention and prevention community educationinformation health promotion activities

Participation in implementation and monitoring of individual plans

2

114 Accredited on-site interpreters

Assessing if an Interpreter is required

An assessment of a clients level of understanding and ability to express themselves in English will determine whether an interpreter is needed

The decision tree for using an interpreter (Appendix 1) can be a useful resource for assisting staff to determine the kinds of communication exchanges that require the use of interpreters

Ask open questions beginning with what why which and how rather than closed questions which only need a yes or no answer For example Tell me about your family or How did you get here today

This is particularly important in the case of new arrivals to Australia such as refugees and humanitarian entrants who may not be aware of interpreting services and their right to request one

When to use an on-site interpreter

An accredited interpreter may be used when

the client requests an interpreter

the client has no or very limited English conversation

the client shows hesitation or difficulty in understanding or communicating in English

the client can hold one-to-one conversations but cannot follow group discussions in English

the client has basic competence in English but may not be able to engage in conversation adequately in English where there is the use of complicated technical or highly emotive English language phrases

the client temporarily loses their English fluency under stress

the service provider cannot understand the client Service providers have a right to request an interpreter as well as clients Interpreters should not just be seen as providing a service to a client they are also available to facilitate communication for the service provider and to enable them to do their job and fulfill their role and obligations as part of their position description Staff members should be aware of the risk they may be exposing themselves that can include not fulfilling their Duty of Care to their client to as a result of not using interpreters

topics or concepts at hand are complex and require advanced level of English to be able to understand them or the dynamics of the situation impede communication

bilingual staff or CLAS officers (ADHC only) are not available (as a first point of contact or for simple enquiries)

3

When a client refuses an interpreter

Clients may initially refuse to have an interpreter even when one may be needed often for confidentiality reasons Staff should

assure the client and carer of the interpreters confidentiality impartiality and accuracy and explain the importance of the interpreter for effective communication

ask questions to understand the reasons for refusing an interpreter

explain the communication and service risks involved if an interpreter is not used

if appropriate continue communication with client without interpreter and reassess the situation At times once trust is established with the service provider the client can change hisher mind and

if refusal continues only as a last resort use familyfriends but not children under 18 years of age

If the client continues to refuse to use an interpreter see Appendix 2

When an accredited on-site interpreter is not available

An accredited on-site interpreter may not be available for the following reasons

No accredited interpreter available at your preferred date and time

No accredited interpreter available in a particular language For example there are no accredited interpreters for some of the new and emerging language groups

In these instances it is important to follow the critical path detailed in Appendix 3 For example if an on-site interpreter was required and is not available would a telephone interpreter be appropriate

Appendix 6 provides information on the rights and responsibilities of parties to a communicative discourse (spoken written or in sign language) to assist with decision making when an accredited interpreter is unavailable

Interpreter not used

In all cases where an accredited interpreter or translating service has not been used details of the decision and the circumstances justifying that decision should be specifically documented on the clientrsquos file in the form of a file note signed by your supervisor or manager

115 Procedure for booking an interpreter

To make a booking

obtain approval from your supervisormanager to book an interpreter

complete the relevant interpreter request form (depends on the preferred provider) ADHC is not exempt from fees An account can be established with the provider by faxing an authorised request on agency letterhead at the time of the first request

stipulate on the request form that an interpreter with NAATI accreditation is required Not all emerging languages in Australia have been accredited by NAATI However some external providers have interpreters in these languages who are undergoing training andor have NAATI Recognition

stipulate the following details on the request form

4

- preferred language and dialect (many countries have more than one official language and many immigrants in Australia speak more than one non-English language) Be as specific as possible for example lsquoBengalirsquo lsquoHindirsquo lsquoPunjabirsquo lsquoTamilrsquo or lsquoUrdursquo NOT lsquoIndianrsquo

- preferred gender and ethnicity of interpreter

- your name position and contact numbers

- exact interview location and preferred time (be prepared to negotiate the time and date) Take into account the value of a short briefing to the interpreter before the session with the client begins

- any specific requirements

- some detail on the topic to be covered so the interpreter can come to the session prepared For example lsquoThe interpreting session will involve an aged care assessmentrsquo

ensure the duration is realistic including time for briefing and debriefing If you need an hour donrsquot accept a half hour appointment and expect the interpreter to stay longer than the booking Negotiate a day or time when you can book the full hour you need

forward the form to the appropriate provider and confirm the booking by obtaining a jobassignment number from the service provider

give as much notice as possible (minimum of 5 days) to ensure an appropriate interpreter will be available Be prepared to negotiate a time and date for onsite bookings as interpreters are in high demand

if possible send out some information about your agency (or specific information about the relevant service if this is known) to the interpreter Provide the interpreter with a copy of translated disability terms (refer to Section 519)

record the need for an interpreter and what language the client or carer speaks on the clientrsquos file This information should also be recorded on the Interpreter Bookings Monitoring Sheet and in CIS (ADHC only see Appendix 8) This is important to ensure accurate data on language services requirements is available for reporting and planning

Procedure for booking an interpreter for a Deaf or Hearing Impaired person

When booking an interpreter for a Deaf or Hearing Impaired person ascertain the preferred mode of communication which includes

Australian Sign Language (Auslan)

Signed English (used by children and adolescents with a hearing impairment)

fingerspelling only (usually only used by elderly Deaf or Hearing Impaired people)

For people who are Deafblind

hand over hand (Auslan)

visual frame (Auslan)

tactile fingerspelling

For Deaf or Hearing Impaired people who lack fluency in Auslan Signed English or fingerspelling (due to educational or linguistic disadvantage intellectual psychiatric or physical disability or having recently migrated to Australia) a Deaf relay interpreter may also be required to work in a team with an Auslan interpreter

5

For more information

Deaf Society NSW ndash wwwdeafsocietynsworgau

Able Australia ndash wwwableaustraliaorgau

Australian Sign Language Interpreterrsquos Association ndash wwwasliansworgaubookphp

National Auslan Interpreter Booking and Payment Services (NABS) wwwnabsorgau

NABS provides interpreters to any person who uses sign language to communicate and would like an interpreter for private medical appointments

116 Working with an on-site interpreter

Before the interview

Arrange to meet the interpreter outside the clientrsquos home or meeting venue immediately prior to the interview if possible

Inform the interpreter about your agency the service (if known) and the client

Establish the purpose and goals of the interview

Establish the mode of interpreting (ie consecutive or simultaneous)

- Consecutive interpreting the interpreter interprets what is said immediately after each sentence or section of speech

- Simultaneous interpreting the interpreter interprets what the speaker says at the same time and at the same rate as the speaker

Arrange the seating so that you are sitting opposite the client with the interpreter sitting beside the client (community language) or with the interpreter sitting beside you (Auslan)

During the interview

Introduce yourself and the interpreter to the client

Explain roles and set ground rules Emphasise that the session will be confidential

Look at the client when speaking not the interpreter Maintain eye contact unless this is deemed culturally inappropriate

Speak in the first person For example How are you feeling not Please ask the client how she is feeling

Speak slowly and clearly using short sentences and pausing often

Use plain language avoid using jargon

Summarise your discussion regularly throughout the interview and ask the client to summarise what has been said to ensure you and the client share the same understanding

Avoid talking to the interpreter in front of the client unless absolutely necessary If you must discuss something always tell the client what you are discussing and why

If the ground rules are broken during the interview stop straight away and restate them

Difficulties which may occur

If any of the following happens stop the interview and resolve the issue

the interpreter knows the client

6

there is a confusion of roles

the interpreter takes over

the client and the interpreter ignore the interviewer

the client does not trust the interpreter

the client rejects the interpreter

the interpreter feels distressed through over-identification with the client andor circumstance

After the interview

If possible assess the effectiveness of the interpreting ie ask the interpreter how it went and if in their opinion the client understood If you must discuss this in the clients presence explain what you are discussing

Give the interpreter the opportunity to express any feelings or issues that may have come up for them in the interview This should not be conducted in the presence of the client

If subsequent interpreting sessions are needed contact the service provider and try to book the same interpreter

Document in the client information system the date and time an interpreter was used in what language and whether it was on-site or telephone

117 Accredited telephone interpreting

Some languages are accessible without notice but some may require pre-booking Also let the operator know if it is urgent as interpreters can be accessed from other states

When to use telephone interpreting

simple enquiries

filling in forms

gathering information from a client to book an interpreter

arranging an appointment

teleconferences (eg in rural areas where the use of on-site interpreters is difficult)

Telephone interpreting is not recommended for lengthy interviews particularly if important or sensitive issues are being discussed However it is an option to be considered if an on-site interpreter is not available

Booking a telephone interpreter

Obtain approval from your supervisormanager to book an interpreter

Call a telephone interpreting service (see pages 17 and 18 for list of providers and contact details) and provide the following information

- the language required

- the agency number (this may be a specific number for your branch business unit)

- the time date and estimated duration of the interpreting assignment

- your first and last name

- the clients first and last name

7

- the clients gender

118 Procedure for making a complaint about an interpreter

To ensure that clients are assisted by high calibre interpreters clients are encouraged to provide feedback to the agency requesting the service on the standard of interpreting and translating services provided

Where a complaint is made concerning the calibre or use of interpreter services the staff member should support the client and handle the complaint in accordance with the requesting agencyrsquos complaint handling procedures In the case of ADHC standard feedback and complaint handing principles and guidelines apply

In the first instance if there are concerns around the accuracy of the interpreting session or a breach or potential breach of the AUSIT code of ethics the staff member should raise these concerns with the interpreter so that it can be addressed immediately

If this cannot be resolved at the local level staff should request for the name of the interpreter and contact the interpreting agency to lodge a complaint

8

119 Interpreting Services

Providers Contact Details

Department of Immigration and Citizenship (DIAC) ndash Translation and Interpreting Service (TIS)

(Provide on-site and telephone interpreting) TIS provides interpreters for appointments in the following contexts

Government Business Hospital Medical Legal Counseling Educational

On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151

Telephone Interpreter

Phone 131 450 Fax 1300 654 151

Community Relations Commission for a Multicultural NSW (CRC) ndash Language Services Division

(Provide Auslan and on-site interpreters)

The CRC provides interpreters for appointments in the following contexts Police and Court matters (including emergencies) Government departments Business organisations Licence testing Workshops

General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758

Health Care Interpreting Service (HCIS)

(Provide Auslan on-site and telephone interpreters)

HCIS in each area health service provides interpreters for health or medical appointments in the public health care system For example Public hospital (including emergencies) Public dental hospital Psychiatric hospital Government Health funded service

Community Health Centre Sydney West

South Eastern Sydney Illawarra

Sydney South West

Northern Sydney

Hunter New England Area (covers northern and western NSW rural areas)

Illawarra Area (covers southern NSW rural areas)

Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9

Providers for a Deaf Hearing Impaired Person

(in addition to above)

Contact Details

Deaf Society of NSW

(Sign Language Communications NSW)

(Provide Auslan Interpreters The Interpreting Service also provides interpreters for people who are Deafblind and for Deaf people who need a Deaf relay interpreter)

The Deaf Society of NSW provides interpreters for a range of contexts For example Private legal BankFinancial institution Funeral Meeting Education Workplace Public Events

Voice (02) 8833 3611 Fax (02) 8212 5836 TTY (02) 8833 3653 Email interpretingdeafsocietycom

National Auslan Interpreter Booking and Payment Service (NABS)

(Provide Auslan Interpreters)

NABS is funded by the Department of Family and Community Services and is an Australia-wide service The service provides interpreters for private medical appointments For example Local Doctor (GP) and Specialists Private Dentist or Optometrist Private hospital Other health eg counselling physiotherapy mental health

audiologist Occupational therapist podiatrist This service is free to all users for specified private and health care appointments

Phone 1800 246 945 Fax 1800 246 914 TTY 1800 246 948 SMS 0427 671 261 Email bookingsnabsorgau

10

12 Guidelines for Using Translated Information The Policy recognises the need to produce multilingual information in order to operate more effectively in a culturally and linguistically diverse society Translations are another channel for communicating core information about services and programs and disability and ageing issues to clients and their carers and families from CALD backgrounds

The Guidelines aim to inform the practice of translating in order to build the ADHCrsquos and funded agenciesrsquo capacity to produce and use information in multilingual formats

As a guiding principle translated information and resources should be shared across agencies to avoid duplication of translations by different regions and business units

To facilitate this process within ADHC staff should inform the Cultural Diversity Team in Community Access so materials can be uploaded to the ADHC website and intranet

Points to consider when deciding to translate information

Ascertain whether or not translation is required

Translations can be an effective medium for disseminating information to people from CALD background when appropriate

Before proceeding with a translation consideration of the following is important

An understanding of specific needs of different community groups to ensure information is relevant and meaningful

Does the information content match the needs of specific community groups

Is the translation generated by a direct response to identified community needs or a translation of existing or new English materials

How do we know that translation is the best way to promote programsinformation to the targeted CALD communities

Can we best promote the programinformation alongside other complementary mediums such as audiovisual material community educationinformation programs through ethnic community networksleaders ethno-specific orgs peak NGOs bilingual workers ethnic community radio programs etc

What other sources of information are already available to the client

Has the information been translated by another region NGO

Are there other methods of communicating information if literacy levels are low (such as audio-visual formats)

Deciding what and how to translate

When deciding what information to translate and how best to undertake the process the following should be considered

Always consider the 4 lsquoWsrsquo of translation ndash what will be translated why is translation the best option for communication for whom is the information to be translated and who will provide the translation service

What process will be used for translations for example

- do we need to undertake some scoping of need to ascertain relevance of information to be translated for the intended audience

11

- who will write the material who will proof-read the material to ensure cultural and linguistic appropriateness and meaningfulness Which service provider will you use and what will be the cost

Is the information written in plain English to facilitate the translation process

Is the information in the English version relevant and meaningful to the needs of people from CALD that are eligible to access these programs

Information to ascertain prior to a translation

Before proceeding with a translation staff must consider

What is the demographic profile of the region andor intended audience For example if the information relates to ageing issuesservices what is the CALD ageing profile When choosing your target groups remember to always consider the needs and demographic profile of new and emerging communities Priority should not necessarily be calculated on the basis of numbers Proportional need must be assessed on the basis of access issues specific community needs level of community supports and English language proficiency years of residency in Australia

The languages your current and potential clients read and write

The level of literacy among clients not proficient in English

Level of literacy of intended audience in their first language

Any alternative preferred means for communicating

Whether the information may already have been translated

How this information will be distributedpromoted in order to reach the intended audience

Whether standard print is the best format (to ensure information is accessible it may be necessary to use means of communication other than standard print such as extra large print or audiovisual formats)

Types of information to translate

The following may be made available in languages other than English based on identified priorities and state-wide needs

publications pamphlets brochures information packages

letters forms and other documents directed to clients and their families and carers from culturally and linguistically diverse backgrounds

audiovisual information such as DVDs community language radio programs

Approval required

Within ADHC Delegated Officers can approve the translation of material from their operating budget

12

Translation Services


Department of Immigration and Citizenship (DIAC)

Translation and Interpreting Service (TIS)

Translation Services (for new migrants ONLY)

Phone 1300 655 820

httpwwwimmigovaumediafact-sheets91tishtmf

Community Relations Commission for a multicultural NSW (CRC)

Language Services Division

Phone 1300 651 500 Fax 9716 2287

httpwwwcrcnswgovauservicesemaillinktranslation_services

NSW Multicultural Health Communication Service Phone 9816 0347 Fax 9816 0302

Email mhcssesiahshealthnswgovau

httpwwwmhcshealthnswgovauservicestranslationtranslationasp

There are also private translation services

Writing information to be translated

When writing materials which will be translated

use plain English

use simple short sentences

be direct and to the point

use everyday words not jargon or technical words

consider whether an English speaking person could understand what you wrote

Testing translated information

It is important to check the accuracy relevance and appropriateness of translated material

For publications and other material (eg forms and standard letters) intended for repeated distribution staff should

ensure the use of accredited or recognised translators

organise for the translated material to be checked by a second accredited translator

consider the option of running a small test group with members of the community Bilingual staff may also be used in this instance However they do need clear guidance on what they are being asked to do For example a bilingual worker may be asked to check edit or proofread a document and this does not mean re-writing the translated text or changing its style

13

Engaging a translation service

Obtain approval from your supervisormanager before proceeding with the translation of material

Ascertain appropriate translation service cost and quantity of translations

Ensure funds are available for translation and for printing costs

Fax or email document to be translated to the relevant translation service provider Allow approximately two days for a quotation of cost If the cost is acceptable allow a minimum of seven days for material to be translated (depending on the language and the length of the document it could take longer)

13 Guidelines for Accessing and Using Bilingual Staff Bilingual staff may be asked to interpret only as a first point of contact andor for simple enquiries These staff should not be used to interpret complex and sensitive interactions because there is a potential for misinterpretation and conflict of roles Bilingual staff are employed in a range of different roles and as interpreters Therefore they will only have a limited amount of time to assist with simple enquiries (see Appendix 1)

Within ADHC Community Language Allowance Scheme (CLAS) Officers are recipients of the community language allowance and have a basic level of competency in a language other than English CLAS Officers work in locations where their language can be used to assist clients

To access a CLAS Officer contact your Manager in the first instance Regional Executive Manager or Regional Manager

If a CLAS Officer is not available an accredited interpreter should be used

131 Community Language Allowance Scheme (CLAS) ndash ADHC Only

The Community Language Allowance Scheme (CLAS) provides an allowance additional to salary paid by New South Wales Government agencies to approved employees who use a language other than English to communicate with clients as part of their normal duties (NSW Government C1998-14 Community Language Allowance Scheme)

Further information about the CLAS can be found on the intranet at httpdadhc-intranetnswgovaudocumentsabout_dadhccultural_diversityCLAS_information_sheetpdf

The CLAS is one strategy to assist in achieving effective communication in a culturally diverse society Like other bilingual staff CLAS Officers are available to assist only as an initial point of contact andor for simple inquiries This system has been established to address the need for government agencies to assist at initial point of contact and provide on-the-spot assistance for simple uncomplicated matters Some examples include answering counter inquiries providing directions to another office or making appointments for a further visit

For matters that will take a longer time or require an in-depth or formal interview staff should use interpreters This is necessary for two reasons CLAS recipients may not have professional qualifications in interpreting which are highly desirable for more extended interviews In addition as CLAS duties are additional to a normal full or part-time working load it is expected that work through the CLAS scheme will not impact significantly on the employeersquos other working commitments

14

Qualifying to receive the allowance under the CLAS

Calls for CLAS nominations are made once a year Employees must be nominated by their supervisormanager to receive an allowance under the CLAS

Staff must qualify for an allowance in one of three ways

i by passing an examination administered by the Community Relations Commission for a multicultural NSW (CRC)

ii by having NAATI accreditation at interpreter level or

iii by having a language recognition award from NAATI

The allowance is not payable to employees who are employed as interpreters and translators or who work in positions where particular language skills are part of the essential requirements of the position

The allowance is payable to staff who have passed the examination or have NAATI qualifications and are

public contact staff counter staff or other clerical staff who by possessing language skills are required to deal with public inquiries

identified as possessing another language skill for the purpose of the work of the organisation

available to use the language skill as required by the organisation and

recognised by management as occasional or regular users of their language skills as an adjunct to their normal duties

Examination arrangements for CLAS

An examination of language competency is conducted usually annually by the Community Relations Commission Advertisements are placed in the Public Sector Notices ADHC also circulates information to the Regions requesting their assistance in nominating staff for the CLAS examination

It is the responsibility of each RegionDirectorate to meet the cost of the examination for their nominated staff

A number of public sector staff may hold certificates issued by the CRC or the former Public Service Board of NSW which have a time limit on their currency (usually ten years) The CRC can renew these certificates following confirmation of continuous use of the language and upon payment of a renewal fee No examination is required to be undertaken in these circumstances unless requested by the staff member concerned

Rate of the allowance

The rate of allowance is contained in the CLAS determination issued by the Department of Premier and Cabinet There are two levels of allowance - a base level rate and a higher level rate Rates effective from 1 July 2010 are set out in C2010-28 Review of Meal Travelling and Other Allowances

The base level rate is paid to staff who are required to meet occasional demands for language assistance Occasional demand mean there is no regular pattern of demand that necessitates the use of the staff memberrsquos language skills

The higher level rate is one and a half times the base allowance It is paid to staff who meet any of the following criteria

15

- regularly meet high levels of client demand involving a regular pattern of usage of the staff membersrsquo language skills

- have achieved qualifications of NAATI interpreter level and above This recognises that staff with higher levels of language skills will communicate with an enhanced degree of efficiency and effectiveness

Responsibilities of CLAS recipients

CLAS recipients are responsible for

providing timely and accurate language assistance

keeping informed about agency services and referral points

determining if a matter is formal or sufficiently complex to warrant using interpreters and notifying the appropriate person to ensure that this assistance is provided

keeping records of CLAS usage as required by the agency

notifying the managersupervisor if the CLAS workload is excessive that is if the demand for CLAS assistance is impacting negatively on the employeersquos normal workload

attending any training and information sessions on CLAS at the instruction of the agency

Manager and supervisor responsibilities

Implementing monitoring and reviewing CLAS

SupervisorsManagers are responsible for implementing monitoring and reviewing the CLAS in their Region The following steps are a good practice guide for CLAS

survey employees to determine the range of languages available and their locations

survey employees at client contact points to determine the need for language assistance by clients

analyse the local demographic profile to match potential language demand

analyse the language needs to determine those needs that could be met by a CLAS recipient and those requiring an interpreter

integrate CLAS functions into a client service plan

call for nominations from staff for CLAS testing from locations where CLAS could be used effectively or from staff who wish to have NAATI qualifications recognised

determine which employees should be accepted for CLAS testing or should have their NAATI qualifications recognised

arrange for testing for those employees who do not have NAATI qualifications and request documentation of NAATI qualifications from those claiming NAATI accreditation at interpreter level

monitor the level of demand for CLAS languages used and types of matters dealt with by CLAS recipients CLAS recipients are required to maintain a log of their CLAS duties to facilitate the monitoring of the scheme in the agency (see Appendix 5)

review the scheme and make recommendations for the program in the following year ndash based on the outcomes of monitoring Recommendations may include changes in the languages andor the locations covered by CLAS changes in interpreter use and changes in the level of payment Recommendations may also include the cessation of

16

CLAS payments to recipients where the circumstances are no longer justified Agencies should ensure there has been prior consultation with the staff member concerned so that sufficient time is given to enable the staff member to adjust their personal circumstances prior to the payment ceasing

Monitor the scheme yearly or no less frequently than two yearly

The CLAS is a tool that aims to increase the quality of client service In order to ensure that CLAS operates effectively managerssupervisors should ensure that the following are implemented

the workload of CLAS recipients includes time for CLAS work

that sufficient employees are nominated for the CLAS to enable client demand for language assistance to be met without excessive impact on the normal work of particular CLAS employees

that interpreters are used for matters that fall outside the provision of simple language assistance

that workloads are spread equitably within work groups and that certain employees are not given responsibility for looking after the clients of particular language groups

that CLAS recipients attend training and or monitoring sessions organised by ADHC

14 Translated Glossaries Disability Terms in Community Languages

The Multicultural Disability Advocacy Agency (MDAA) was commissioned by ADHC to produce translations of disability terms in 13 community languages The purpose of these translated terms is to prevent inconsistency and misunderstanding and to break down two main barriers to effective interpretation

some translations are wrong unclear or refer to disability in negative ways

some of the words and ideas belong to the Anglo-Australian culture and cannot be translated easily or simply into other languages or cultures where there are no similar ideas

Disability Terms in Community Languages are available on the ADHC website and intranet Staff should download a copy of disability terms in the relevant language and provide a copy to the interpreter before the interview This resource is very useful for Interpreters who may not be trained in disability issues and terminology

Other Resources

The Centre for Cultural Diversity in Ageing has developed a resource for interpreters and translators to ensure the consistency of translations of aged care terminology The Glossary of Aged Care Terminology has been translated into 33 community languages and is available from their website wwwculturaldiversitycomau

The Centre for Culture Ethnicity and Health has available the BBVSTI Multilingual Glossary which is a resource for interpreters who work in health settings It offers an extensive list of English terms related to sexual health and blood-borne viruses (such as hepatitis) translated into 10 languages as well as definitions in simple English

17

2 Appendices Appendix 1 ndash Decision tree 1 using an interpreter

Appendix 2 ndash Decision tree 2 when a client refuses to use an interpreter

Appendix 3 ndash Decision tree 3 when an interpreter is not available

Appendix 4 ndash Explanation of Terms

Appendix 5 ndash Interpreter and translator accreditation levels

Appendix 6 ndash Rights and responsibilities of parties to a communicative discourse

Appendix 7 ndash CLAS recipient worksheet

Appendix 8 ndash ADHC interpreter bookings monitoring sheet

Appendix 9 ndash Aboriginal languages

Appendix 10 ndash Community languages by country

18

Appendix 1 ndash Decision tree 1 using an interpreter1

A client has hesitation or difficulty in understanding and communicating in

English

Is it a general matter requiring simple communication

The matter is lengthy complex technical or legal

Contact an accredited Interpreter for telephone or face-to-face communication

Contact a CLAS officer or a bilingual worker for telephone or face-to-face

communication

If a CLAS officer or bilingual worker is unavailable

Call an accredited interpreter

Use an on-site accredited interpreter

If an on-site accredited interpreter is not available use an accredited telephone interpreter

If the person is deaf use an AUSLAN interpreter

NOYES

1 Language Services Policy Department of Human Services Victoria March 2005 - wwwdhsvicgovaumulticultural

19

Appendix 2 ndash Decision tree 2 when a client refuses to use an interpreter2

Can the client speak some English

Try to explore with the client the reason for their refusal to use an

interpreter Explain to the client the disadvantages of not using a

professional interpreter


interpreter using a telephone interpreter or a bilingual staff member If these options are

unacceptable to the client use a family member or friend of the client to interpret Do NOT use a child or

relative under 18 years of age to interpret Explain to the client the advantages of using an accredited professional and the disadvantages

of not using one

Can the clientrsquos concerns be addressed

Use an interpreter If appropriate continue interview without an interpreter If necessary use a family member or friend of the

client to interpret Do NOT use a child or relative under 18 years of

age to interpret Record the reason for doing so in the clientrsquos file

Yes NO

NOYes


20

Appendix 3 ndash Decision tree 3 when an interpreter is not available3

Can the appointment be postponed

Postpone the appointment until a time that an interpreter is available

If an onsite interpreter was required and is not available would a telephone interpreter be

appropriate Remember to make sure you tell them it is urgent when you call an interpreter can

usually be located in an emergency

Use an interpreter

Is an interpreter available who is accredited at a lower level

Use an interpreter

Is a bilingual worker or CLAS officer available

Use the staff member

Use a family member or friend of the client to interpret Do NOT use a child or relative under 18 years of age to interpret Record the reason for

doing so in the clientrsquos file

Yes

NO

NO

Yes

Yes

Yes

NO

NO


21


Accredited interpreters and translators

Interpreters and translators who have been tested and accredited by the National Accreditation Authority for Translators and Interpreters (NAATI) See appendix 4 for details on the different levels of accreditation

ASLIA The Australian Sign Language Interpreters Association is the professional body representing Australian Sign Language (Auslan) interpreters

AUSIT The Australian Institute of Interpreters and Translators Incorporated is a professional association for translators and interpreters

Auslan

Auslan is the sign language of the Australian Deaf Community and is a recognised language There are accredited interpreters for Auslan users Auslan is different from signed English which some younger people with hearing impairments may use Usually an accredited Auslan interpreter will be able to communicate with a person who uses signed English

Bilingual Workers (refers to identified bilingual positions only)

A bilingual worker refers to any person who has been employed on the basis of their language and cultural skills andor uses or could use their language skills as part of their work Bilingual workers are NOT professional interpreters and should not be used to interpret complex and sensitive interactions because there is a potential for misinterpretation and conflict of roles

Community Language Allowance Scheme (CLAS)

CLAS is an allowance paid to approved NSW public sector employees who have a basic level of competency in a language other than English and who work in locations where their language can be used to assist clients

CLAS Officers CLAS Officers are NSW public sector employees who are paid the community language allowance and are available to assist with the initial point of contact andor for simple inquiries CLAS Officers are NOT professional interpreters and should not be used to interpret complex and sensitive interactions because there is a potential for misinterpretation and conflict of roles


The purpose of DIAC is to manage the entry and settlement of people to Australia

Health Care Interpreter Service (HCIS)

The HCIS provides services in over 120 languages including AUSLAN (Australian Sign Language) for Deaf clients Interpreters have been specifically trained to understand medical terms and know how the NSW public health system works

Interpreters

Interpreters work with the spoken word Interpreters help people of different nations cultures and abilities to communicate by overcoming the language barriers which separate them They do this by transferring information from one language to another

22

Interpreters with NAATI Recognition

NAATI Recognition is an award in a totally separate category from accreditation It is granted only in languages for which NAATI does not test and it has no specification of level of proficiency This is generally the case for low demand or emerging languages

Language services Language services refers to actions taken by agencies to help people who have difficulty in communicating in English including the engagement of interpreters and translators and the use of planned bilingual information strategies

Multicultural Disability Advocacy Association of NSW (MDAA)

MDAA is the peak organisation for people from non-English speaking backgrounds (NESB) with disability their families and carers in NSW It aims to promote protect and secure the rights and interests of people from NESB with disability their families and carers in NSW

National Accreditation Authority for Translators and Interpreters Ltd (NAATI)

NAATI is the national standards and accreditation body for translators and interpreters in Australia It is the only agency that issues accreditations for practitioners who wish to work in this profession in Australia


NABS is funded by the Department of Families Community Services and Indigenous Affairs and provides services Australia-wide NABS provides interpreters to any person who uses sign language to communicate and would like an interpreter for private medical appointments It is free of charge to Sign Language users and medical and health care practitioners All interpreting services to Aboriginal and Islander Sign Language users are provided free of charge for both public and private health appointments NABS also provides interpreters for deafblind people

Translating and Interpreting Service (TIS) National

The Department of Immigration and Citizenship provides the TIS National interpreting service for people who do not speak English and for the English speakers who need to communicate with them TIS National has access to over 1300 contracted interpreters across Australia speaking more than 120 languages and dialects TIS National is available 24 hours a day seven days a week for any person or organisation in Australia requiring interpreting services

Translators

Translators work with the written word They change written information from one language into another

23

Appendix 5 ndash Interpreter and Translator Accreditation Levels

Interpreters

Paraprofessional Interpreter (PPI) (formerly known as level 2)

This represents a level of competence in interpreting for the purpose of general conversations Paraprofessional Interpreters generally undertake the interpretation of non-specialist dialogues Practitioners at this level are encouraged to proceed to the professional levels of accreditation

Professional Interpreter (PI) (formerly known as level 3)

This is the first professional level and represents the minimum level of competence for professional interpreting Interpreters convey the full meaning of the information from the source language into the target language in the appropriate style and register Interpreters at this level are capable of interpreting across a wide range of subjects involving dialogues at specialist consultations They are also capable of interpreting presentations by the consecutive mode Their specialisations may include banking law health and social and community services

Conference Interpreter (CI) (formerly known as level 4)

This is the advanced professional level and represents the competence to handle complex technical and sophisticated interpreting Conference Interpreters practise both consecutive and simultaneous interpreting in diverse situations including at conferences high-level negotiations and court proceedings Conference Interpreters operate at levels compatible with recognised international standards and may choose to specialise in certain areas

Conference Interpreter (Senior) (CIS) (formerly known as level 5)

This is the highest level of NAATI accreditation and reflects both competence and experience Conference Interpreters (Senior) are Conference Interpreters with a level of excellence in their field recognised through demonstrated extensive experience and leadership

Recognised Interpreter

NAATI Recognition is an award in a totally separate category from accreditation Recognition is only granted in lsquonew and emergingrsquo languages or in languages of low community demand for which NAATI has not developed accreditation testing

Translators

Paraprofessional Translator (PPT) (formerly known as level 2)

This represents a level of competence in translation for the purpose of producing a translated version of non-specialised information Practitioners at this level are encouraged to proceed to the professional levels of accreditation

Professional Translator (PT) (formerly known as level 3)

This is the first professional level and represents the minimum level of competence for professional translating Translators convey the full meaning of the information from the source language into the target language in the appropriate style and register Translators at this level work across a wide range of subjects involving documents with specialised content Translators may choose to specialise They are qualified to translate into one language only or into both languages depending upon their accreditation

Advanced Translator (AT) (formerly known as level 4)

This is the advanced professional level and represents the competence to handle complex technical and sophisticated translation Advanced Translators handle complex technical and sophisticated material compatible with recognised international standards

24

They may choose to specialise in certain areas Advanced translators are accredited to translate either into one language only or into both languages depending upon their accreditation

Advanced Translator (Senior) (ATS) (formerly known as level 5)

This is the highest level of NAATI accreditation and reflects both competence and experience Advanced Translators (Senior) are Advanced Translators with a level of excellence in their field recognised through demonstrated extensive experience and leadership

Source NAATI website at httpwwwnaaticomauindexasp Accessed June 2009

25

Appendix 6 ndash Rights and responsibilities of parties to a communicative discourse Stakeholder Rights Responsibilities Non-English speaker or Deaf Hearing Impaired person

Has equitable access to government services Respect including not being coerced into

communicating in broken English Request an interpreter or translated information

in preferred language and to request specific consideration of gender amp religious cultural kinship affiliations

Access to a competent Interpreter

1 Respect the right of the agency to engage a competent interpreter

2 Respect the role of an interpreter 3 Not ask personal details of the interpreter 4 Be punctual and cooperative

Staff - English speaker

Request the services of a competent interpreter or translator

Professionalism from interpreter or translator including compliance with the Australian Institute of Interpreters and Translators Inc (AUSIT) Code of Ethics

Has access to a quality service from an interpreting service provider

5 Provide services that are non-discriminatory and do not result in disadvantage to any client due to language cultural barriers

6 Request the services of a competent interpreter or translator and provide adequate job specifications

7 Treat the interpreter or translator with respect

8 Ensure that the client is aware of the interpreterrsquos role

9 Ensure the interpreter is able to work in a safe healthy environment

10 Provide the interpreter with adequate pre interview briefing and post interview debriefing

11 Deal with disputesgrievances promptly and appropriately

12 Maintain professionalism

Accompanying persons - family - friends - relatives

Attend interview by agreement from all parties

13 Not to interfere with interpreting 14 Provide support and speak only to the

interviewee 15 Not to ask questions of the interpreter after

the interview

Interpreter Translator

Respect as a professional Adequate briefing prior to an interview Adequate instructions for translations Safe and healthy working conditions

16 Comply with the principles of impartiality and confidentiality

17 Provide a quality service measurable in terms of both accuracy and faithfulness

18 Wear appropriate interpreter identification or carry appropriate identification

19 Participate in briefings and debriefings 20 Maintain professionalism including being

punctual and by dealing with complaints promptly and appropriately

21 Maintain skills by undertaking regular professional development

Service provider

Adequate job specifications from agencies Reliability and professionalism from Interpreters

and Translators

22 Provide a high quality service to agencies 23 Deal with disputes grievances promptly and

appropriately 24 Provide formal identification badges for

interpreters which include their accreditation status

25 Treat Interpreters and Translators with respect

26 Provide support to Interpreters and Translators ndashsafety constructive feedback proactive communication transparent and fair job allocation incentives for professional development and training

27 Provide professional development and training opportunities

Source The Western Australia Language Service Policy 2008 Department of Communities Office of Multicultural Interests

26

Appendix 7 ndash CLAS Recipient Worksheet

Name Language

Office Region

Month Leave Taken

Date Assistance requested by

name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno

Face-to-face (FF) Telephone (TEL) Translation (TRA)

Time Taken

Endorsed Name Position

Sign Date

27

Appendix 8 ndash ADHC Interpreter Bookings Monitoring Sheet

_______________________________________________________Branch Business Unit

Date Language Amount Purpose Type

T = telephone O = on-site Tr = translation

28


Arakwal Djirringany Malyangapa Walbanga

Awabakal Eora Marawara Walgalu

Baanbay Galibal Minjungbal Wandandian

Bandjigali Gamilaraay Muruwari Wandjiwalgu

Baraba Baraba

Garanggaba Nari Nari Wangaaybuwan

Barranbinya Gawambaray Nawalgu Wemba Wemba

Bidawal Geawegal Ngaku Wiljali

Bigambul Githabul Ngambaa Wilyagali

Birpai Gogai Nganyaywana Wiradjuri

Bolali Gujangal Ngarigo Wiriyaraay

Bundjalung Gumbaynggir Ngiyampaa Wonnarua

Danggali Gundungurra Ngunawal Worimi

Darkinung Gunybaray Nyangbal Yaygir

Daruk Gurungada Paakantyi Yitha Yitha

Darumbal Jaitmathang Thaua Yu Yu

Dhanggatti Ku-ring-gai Wadi Wadi Yugambal

Dharamba Kureinji Wadi Wadi Yuin

Dharawal Kurnu Wadigali Yuungay

Dhurga Madhi Madhi Wailwan Yuwaalaraay

Source NSW Government Department of Aboriginal Affairs ndash Aboriginal Language Research and Resource Centre website

29

Appendix 10 ndash Community languages by Country

When seeking the assistance of an interpreter or translator the appropriate language must be identified including dialects

Afghanistan Dari Persian Pashtu (both official) other Turkic and minor languages

Albania Albanian (Tosk is the official dialect) Greek

Algeria Arabic (official) French Berber dialects

Andorra Catalaacuten (official) French Castilian Portuguese

Angola Portuguese (official) Bantu and other African languages

Antigua and Barbuda English (official) local dialects

Argentina Spanish (official) English Italian German French

Armenia Armenian 98 Yezidi Russian

Australia English 79 native and other languages

Austria German (official nationwide) Slovene Croatian Hungarian (each official in one region)

Azerbaijan Azerbaijani Turkic 89 Russian 3 Armenian 2 other 6 (1995 est)

Bahamas English (official) Creole (among Haitian immigrants)

Bahrain Arabic English Farsi Urdu

Bangladesh Bangla (official) English

Barbados English

Belarus Belorussian (White Russian) Russian other

Belgium Dutch (Flemish) 60 French 40 German less than 1 (all official)

Belize English (official) Spanish Mayan Garifuna (Carib) Creole

Benin French (official) Fon Yoruba tribal languages

Bhutan Dzongkha (official) Tibetan dialects (among Bhotes) Nepalese dialects (among Nepalese)

Bolivia Spanish Quechua Aymara (all official)

Bosnia and Herzegovina Bosnian Croatian Serbian

Botswana English 2 (official) Setswana 78 Kalanga 8 Sekgalagadi 3 other (2001)

Brazil Portuguese (official) Spanish English French

Brunei Malay (official) English Chinese

Bulgaria Bulgarian 85 Turkish 10 Roma 4

Burkina Faso French (official) native African (Sudanic) languages 90

Burundi Kirundi and French (official) Swahili

Cambodia Khmer 95 (official) French English

Cameroon French English (both official) 24 major African language groups

Canada English 593 French 232 (both official) other 175

Cape Verde Portuguese Criuolo

Central African Republic French (official) Sangho (lingua franca national) tribal languages

Chad French Arabic (both official) Sara more than 120 languages and dialects

Chile Spanish

China Standard Chinese (MandarinPutonghua) Yue (Cantonese) Wu (Shanghaiese) Minbei (Fuzhou) Minnan (Hokkien-Taiwanese) Xiang Gan Hakka dialects minority languages

Colombia Spanish

Comoros Arabic and French (both official) Shikomoro (SwahiliArabic blend)

Congo Democratic Republic of the

French (official) Lingala Kingwana Kikongo Tshiluba

30

Congo Republic of French (official) Lingala Monokutuba Kikongo many local languages and dialects

Costa Rica Spanish (official) English

Cocircte dIvoire French (official) and African languages (Dioula esp)

Croatia Croatian 96 (official) other 4 (including Italian Hungarian Czech Slovak German)

Cuba Spanish

Cyprus Greek Turkish (both official) English

Czech Republic Czech

Denmark Danish Faroese Greenlandic (Inuit dialect) German English is the predominant second language

Djibouti French and Arabic (both official) Somali Afar

Dominica English (official) and French patois

Dominican Republic Spanish

East Timor Tetum Portuguese (official) Bahasa Indonesia English other indigenous languages including Tetum Galole Mambae and Kemak

Ecuador Spanish (official) Quechua other Amerindian languages

Egypt Arabic (official) English and French widely understood by educated classes

El Salvador Spanish Nahua (among some Amerindians)

Equatorial Guinea Spanish French (both official) pidgin English Fang Bubi Ibo

Eritrea Afar Arabic Tigre and Kunama Tigrinya other Cushitic languages

Estonia Estonian 67 (official) Russian 30 other (2000)

Ethiopia Amharic Tigrigna Orominga Guaragigna Somali Arabic English over 70 others

Fiji English (official) Fijian Hindustani

Finland Finnish 92 Swedish 6 (both official) small Sami- (Lapp) and Russian-speaking minorities

France French 100 rapidly declining regional dialects (Provenccedilal Breton Alsatian Corsican Catalan Basque Flemish)

Gabon French (official) Fang Myene Nzebi BapounouEschira Bandjabi

Gambia English (official) Mandinka Wolof Fula other indigenous

Georgia Georgian 71 (official) Russian 9 Armenian 7 Azerbaijani 6 other 7 (Abkhaz is the official language in Abkhazia)

Germany German

Ghana English (official) African languages (including Akan Moshi-Dagomba Ewe and Ga)

Greece Greek 99 (official) English French

Grenada English (official) French patois

Guatemala Spanish 60 Amerindian languages 40 (23 officially recognized Amerindian languages including Quiche Cakchiquel Kekchi Mam Garifuna and Xinca)

Guinea French (official) native tongues (Malinkeacute Susu Fulani)

Guinea-Bissau Portuguese (official) Criolo African languages

Guyana English (official) Amerindian dialects Creole Hindi Urdu

Haiti Creole and French (both official)

Honduras Spanish (official) Amerindian dialects English widely spoken in business

Hungary Magyar (Hungarian) 94 other 6

Iceland Icelandic English Nordic languages German widely spoken

India Hindi 30 English Bengali Gujarati Kashmiri Malayalam Marathi Oriya Punjabi Tamil Telugu Urdu Kannada Assamese Sanskrit Sindhi (all

31

official) HindiUrdu 1600+ dialects

Indonesia Bahasa Indonesia (official) English Dutch Javanese and more than 580 other languages and dialects

Iran Persian and Persian dialects 58 Turkic and Turkic dialects 26 Kurdish 9 Luri 2 Balochi 1 Arabic 1 Turkish 1 other 2

Iraq Arabic (official) Kurdish (official in Kurdish regions) Assyrian Armenian

Ireland English Irish (Gaelic) (both official)

Israel Hebrew (official) Arabic English

Italy Italian (official) German- French- and Slovene-speaking minorities

Jamaica English Jamaican Creole

Japan Japanese

Jordan Arabic (official) English

Kazakhstan Kazak (Qazaq state language) 64 Russian (official used in everyday business) 95 (2001 est)

Kenya English (official) Swahili (national) and numerous indigenous languages

Kiribati English (official) I-Kiribati (Gilbertese)

Korea North Korean

Korea South Korean English widely taught

Kuwait Arabic (official) English

Kyrgyzstan Kyrgyz Russian (both official)

Laos Lao (official) French English various ethnic languages

Latvia Latvian 58 (official) Russian 38 Lithuanian other (2000)

Lebanon Arabic (official) French English Armenian

Lesotho English Sesotho (both official) Zulu Xhosa

Liberia English 20 (official) some 20 ethnic-group languages

Libya Arabic Italian and English widely understood in major cities

Liechtenstein German (official) Alemannic dialect

Lithuania Lithuanian 82 (official) Russian 8 Polish 6 (2001)

Luxembourg Luxermbourgish (national) French German (both administrative)

Macedonia Macedonian 67 Albanian 25 (both official) Turkish 4 Roma 2 Serbian 1 (2002)

Madagascar Malagasy and French (both official)

Malawi Chichewa 572 (official) Chinyanja 128 Chiyao 101 Chitumbuka 95 Chisena 27 Chilomwe 24 Chitonga 17 other 36 (1998)

Malaysia

Bahasa Melayu (Malay official) English Chinese dialects (Cantonese Mandarin Hokkien Hakka Hainan Foochow) Tamil Telugu Malayalam Panjabi Thai several indigenous languages (including Iban Kadazan) in East Malaysia

Maldives Maldivian Dhivehi (official) English spoken by most government officials

Mali French (official) Bambara 80 numerous African languages

Malta Maltese and English (both official)

Marshall Islands Marshallese 98 (two major dialects from the Malayo-Polynesian family) English widely spoken as a second language (both official) Japanese

Mauritania Hassaniya Arabic (official) Pulaar Soninke French Wolof

Mauritius English less than 1 (official) Creole 81 Bojpoori 12 French 3 (2000)

Mexico Spanish various Mayan Nahuatl and other regional indigenous languages

Micronesia English (official common) Chukese Pohnpeian Yapase Kosrean Ulithian Woleaian Nukuoro Kapingamarangi

Moldova Moldovan (official virtually the same as Romanian) Russian Gagauz (a Turkish dialect)

32

Monaco French (official) English Italian Moneacutegasque

Mongolia Mongolian 90 also Turkic and Russian (1999)

Montenegro SerbianMontenegrin (Ijekavian dialectmdashofficial)

Morocco Arabic (official) Berber dialects French often used for business government and diplomacy

Mozambique Portuguese 9 (official second language of 27) Emakhuwa 26 Xichangana 11 Elomwe 8 Cisena 7 Echuwabo 6 other Mozambican languages 32 (1997)

Myanmar Burmese minority languages

Namibia English 7 (official) Afrikaans is common language of most of the population and of about 60 of the white population German 32 indigenous languages Oshivambo Herero Nama

Nauru Nauruan (official) English

Nepal Nepali 48 (official) Maithali 12 Bhojpuri 7 Tharu 6 Tamang 5 others English spoken by many in government and business (2001)

Netherlands Dutch Frisian (both official)

New Zealand English Maori (both official)

Nicaragua Spanish 98 (official) English and indigenous languages on Atlantic coast (1995)

Niger French (official) Hausa Djerma

Nigeria English (official) Hausa Yoruba Ibo Fulani and more than 200 others

Norway Bokmaringl Norwegian Nynorsk Norwegian (both official) small Sami- and Finnish-speaking minorities (Sami is official in six municipalities)

Oman Arabic (official) English Baluchi Urdu Indian dialects

Pakistan Urdu 8 English (both official) Punjabi 48 Sindhi 12 Siraiki (a Punjabi variant) 10 Pashtu 8 Balochi 3 Hindko 2 Brahui 1 Burushaski and others 8

Palau Palauan 647 English 94 Sonsoralese Tobi Angaur (each official on some islands) Filipino 135 Chinese 57 Carolinian 15 Japanese 15 other Asian 23 other languages 15 (2000)

Palestinian State (proposed)

Arabic Hebrew English

Panama Spanish (official) English 14 many bilingual

Papua New Guinea Tok Pisin (Melanesian Pidgin the lingua franca) Hiri Motu (in Papua region) English 1ndash2 715 indigenous languages

Paraguay Spanish Guaraniacute (both official)

Peru Spanish Queacutechua (both official) Aymara many minor Amazonian languages

Philippines Filipino (based on Tagalog) English (both official) eight major dialects Tagalog Cebuano Ilocano Hiligaynon or Ilonggo Bicol Waray Pampango and Pangasinense

Poland Polish 98 (2002)

Portugal Portuguese (official) Mirandese (official but locally used)

Qatar Arabic (official) English a common second language

Romania Romanian (official) Hungarian German

Russia Russian others

Rwanda Kinyarwanda French and English (all official) Kiswahili in commercial centers

St Kitts and Nevis English

St Lucia English (official) French patois

St Vincent and the Grenadines

English French patois

Samoa Samoan English

33

San Marino Italian

Satildeo Tomeacute and Priacutencipe Portuguese (official)

Saudi Arabia Arabic

Senegal French (official) Wolof Pulaar Jola Mandinka

Serbia Serbian (official) Romanian Hungarian Slovak and Croatian (all official in Vojvodina) Albanian (official in Kosovo)

Seychelles Seselwa Creole 92 English 5 French (all official) (2002)

Sierra Leone English (official) Mende (southern vernacular) Temne (northern vernacular) Krio (lingua franca)

Singapore Mandarin 35 English 23 Malay 141 Hokkien 114 Cantonese 57 Teochew 49 Tamil 32 other Chinese dialects 18 other 09 (2000)

Slovakia Slovak 84 (official) Hungarian 11 Roma 2 Ukrainian 1 (2001)

Slovenia Slovenian 91 Serbo-Croatian 5 (2002)

Solomon Islands English 1ndash2 (official) Melanesian pidgin (lingua franca) 120 indigenous languages

Somalia Somali (official) Arabic English Italian

South Africa IsiZulu 238 IsiXhosa 176 Afrikaans 133 Sepedi 94 English 82 Setswana 82 Sesotho 79 Xitsonga 44 other 72 (2001)

Spain Castilian Spanish 74 (official nationwide) Catalan 17 Galician 7 Basque 2 (each official regionally)

Sri Lanka Sinhala 74 (official and national) Tamil 18 (national) other 8 English is commonly used in government and spoken competently by about 10

Sudan Arabic (official) Nubian Ta Bedawie diverse dialects of Nilotic Nilo-Hamitic Sudanic languages English

Suriname Dutch (official) Surinamese (lingua franca) English widely spoken Hindustani Javanese

Swaziland English siSwati (both official)

Sweden Swedish small Sami- and Finnish-speaking minorities

Switzerland German 64 French 20 Italian 7 (all official) Romansch 05 (national)

Syria Arabic (official) Kurdish Armenian Aramaic Circassian widely understood French English somewhat understood

Taiwan Chinese (Mandarin official) Taiwanese (Min) Hakka dialects

Tajikistan Tajik (official) Russian widely used in government and business

Tanzania Swahili English (both official) Arabic many local languages

Thailand Thai (Siamese) English (secondary language of the elite) ethnic and regional dialects

Togo French (official commerce) Eweacute Mina (south) Kabyeacute Dagomba (north) and many dialects

Tonga Tongan (an Austronesian language) English

Trinidad and Tobago English (official) Hindi French Spanish Chinese

Tunisia Arabic (official commerce) French (commerce)

Turkey Turkish (official) Kurdish Dimli Azeri Kabardian

Turkmenistan Turkmen 72 Russian 12 Uzbek 9 other 7

Tuvalu Tuvaluan English Samoan Kiribati (on the island of Nui)

Uganda English (official) Ganda or Luganda other Niger-Congo languages Nilo-Saharan languages Swahili Arabic

Ukraine Ukrainian 67 Russian 24 Romanian Polish Hungarian

United Arab Emirates Arabic (official) Persian English Hindi Urdu

United Kingdom English Welsh Scots Gaelic

United States English 82 Spanish 11 (2000)

34

35

Uruguay Spanish Portunol or Brazilero

Uzbekistan Uzbek 743 Russian 142 Tajik 44 other 71

Vanuatu Bislama 23 (a Melanesian pidgin English) English 2 French 1 (all 3 official) more than 100 local languages 73

Vatican City (HolySee) Italian Latin French various other languages

Venezuela Spanish (official) numerous indigenous dialects

Vietnam Vietnamese (official) English (increasingly favored as a second language) some French Chinese Khmer mountain area languages (Mon-Khmer and Malayo-Polynesian)

Western Sahara (proposed state)

Hassaniya Arabic Moroccan Arabic

Yemen Arabic

Zambia English (official) major vernaculars Bemba Kaonda Lozi Lunda Luvale Nyanja Tonga about 70 other indigenous languages

Zimbabwe English (official) Shona Ndebele (Sindebele) numerous minor tribal dialects Source Information Pleasereg Database copy 2007 Pearson Education The following is a brief list of the correct terminology to be used in official correspondence Avoid Use Instead

Afghan Persian Dari Cambodian Khmer Chinese Specify if Cantonese Mandarin Hakka Persian Farsi Indian Specify if Hindi or one of 18 regional languages Indonesian Bahasa Indonesian Lebanese Arabic (Lebanese is not a language) Malay Bahasa Malaysia Maori Specify if Cook Island Maori Siamese Thai Tagalog or Pilipino Filipino Avoid Use Instead Czechoslovakia Czech Republic Slovakia Burma Myanmar Byelorussia Belarus USSR or Soviet Union Russian Federation Yugoslavia Bosnia amp Herzegovina Croatia Former Republic

of Macedonia Slovenia Serbia amp Montenegro

Document approval The Language Service Guidelines has been endorsed and approved by

Jim Moore

Chief Executive ADHC


Signature on file

Lauren Murray

Deputy Director-General ADHC


Signature on file

Document version control Distribution All ADHC

Document name Language Services Guidelines

Version Version 12

Document status Final

File name Language Services

Authoring unit Community Access

Date May 2012

Version 12 Updated May 2012














2 18 Appendices





















1


Interpreters do not


fill out forms




















2


















3


















To make a booking





4






















5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic


















2 18 Appendices





















1


Interpreters do not


fill out forms




















2


















3


















To make a booking





4






















5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic























1


Interpreters do not


fill out forms




















2


















3


















To make a booking





4






















5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic






Interpreters do not


fill out forms




















2


















3


















To make a booking





4






















5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic






















3


















To make a booking





4






















5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic






















To make a booking





4






















5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic


























5





























6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic

































6







After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic











After the interview








simple enquiries

filling in forms













7







8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic











8






On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic










On-site Interpreter

Phone 1300 655 082 Fax 1300 654 151


Phone 131 450 Fax 1300 654 151




General

Phone 1300 651 500

Fax (02) 8255 6711

TTY (02) 8255 6758






Sydney South West

Northern Sydney



Phone (02) 9840 3456

Fax (02) 9840 3789

Phone (02) 4274 4211

Fax (02) 4276 2487

Phone (02) 9828 6088

Fax (02) 9828 6090

Phone (02) 9926 7690

Fax (02) 9926 7979

Phone (02) 4924 6285

Fax (02) 4924 6287

Phone (02) 4274 4211

Fax (02) 4924 6287

9



Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic







Contact Details

Deaf Society of NSW










10






















11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic


























11



















Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic























Approval required


12






Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic










Phone 1300 655 820




Phone 1300 651 500 Fax 9716 2287








use plain English











13















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic



















14





















15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic

























15
























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic




























16














Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic


















Other Resources



17











18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic















18



English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic







English





communication






NOYES


19










of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic














of not using one





Yes NO

NOYes


20







Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic











Use an interpreter


Use an interpreter





Yes

NO

NO

Yes

Yes

Yes

NO

NO


21






Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic










Auslan











Interpreters


22












Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic
















Translators


23


Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic






Interpreters











Translators







24





25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic









25
























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic




























the interview









Service provider


and Translators








26


Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic






Name Language

Office Region

Month Leave Taken


name and phone

From officedivision

Normal duties

yesno

Did you assist

yesno


Time Taken


Sign Date

27





28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic









28






Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic










Baraba Baraba

















29

















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic





















Barbados English




















Chile Spanish


Colombia Spanish




30





Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic









Cuba Spanish





















Germany German













31









Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic













Japan Japanese





Korea North Korean
















Malaysia











32





































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic









































33

San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic





San Marino Italian


Saudi Arabia Arabic



































34

35









Yemen Arabic





35









Yemen Arabic





Documents

LS Guidelines May 2012