Interpreting and translation services

Interpreting and translation services Guidelines (2015) Promoting effective communication between schools, parents and communities NSW DEPARTMENT OF EDUCATION WWW.SCHOOLS.NSW.EDU.AU

Contents Interpreting services 1 Types of interpreting services Why use an interpreter Who may request an interpreter Who pays for interpreters Interpreter service providers Do schools need prior approval? How to access interpreters 2 On-site interpreters Independent providers Telephone interpreters National relay service Major interpreting providers 3 Onsite interpreting Telephone interpreting Interpreting considerations 6 Which provider? Telephone or on-site? Cost of interpreting Which language? Political, religious or cultural sensitivities Gender Parent / teacher interviews Tips for using interpreters Translations 8 Websites Translation suggestions Requests by individual schools School funded translations More information NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015)

INTERPRETING SERVICES Public Schools NSW staff are encouraged to use interpreters to assist in communicating with parents or carers who do not speak or understand English well or who are deaf or have a hearing or speech impairment. Types of interpreting services On-site interpreters and telephone interpreters are available for languages other than English. Auslan interpreters may be requested for on-site interpreting for parents who are deaf or hearing impaired. The National Relay Service may be used to communicate with a person who is deaf or has a speech impairment. Why use an interpreter? It is important to use an appropriately qualified interpreter whenever possible. Interpreting is a specialist skill that is not possessed by everyone who is bilingual. It requires a high level of fluency in both languages and the ability to quickly, accurately and appropriately convey the whole message from one language to another. Qualified and registered interpreters are bound by the Australian Institute of Translators and Interpreters Code of Ethics which requires them to practise impartiality, confidentiality and accuracy. In general, it is not appropriate to use students or relatives to interpret. They may not be familiar with the specialist terminology used, the cultural nuances involved or be sufficiently fluent in both languages to accurately convey the message. It is particularly important that schools do not use students to interpret in matters relating to student welfare, counselling or attendance. Students may not have the knowledge or maturity to adequately convey the message. In addition, using students to interpret for parents may affect the relationship between parents and children. Who may request an interpreter? Public Schools NSW staff may request the services of an onsite interpreter or may contact parents using the Telephone Interpreter Service or the National Relay Service. Parents, carers and community members can also request that Public Schools NSW staff organise for an interpreter to be available at a meeting or interview. In addition, parents and carers may contact the school or another area of the Department using the Telephone Interpreter Service or the National Relay Service. Who pays for interpreters? The costs of providing interpreter services are, in most cases, met by the Department. Schools and other Public Schools NSW staff do not have to pay for interpreter services when communicating with parents or community members for occasions such as the following: matters involving students such as school enrolment, subject choice, reporting on student progress, attendance, welfare or behaviour interviews with the school counsellor, principal or year advisor meetings conducted with groups from diverse language backgrounds such as parent teacher information sessions, School Council or Parents and Citizens (P&C) meetings, career education or subject choice meetings. This may include delivery of training sessions for parents such as the Families in Cultural Transition (FICT) or Settling In program. Interpreters are not funded by the Department for events such as graduation ceremonies, awards ceremonies, school performances or school excursions. If schools wish to engage interpreters for these purposes, the cost must be met by the school. Any costs for interpreters for international students must also be met by the school. For advice on whether a planned interpreter assignment falls within these guidelines, schools may phone 9244 5311. Interpreter service providers Interpreter service providers include both government agencies and independent providers. See pages 3-5 for information on the major providers. Is prior approval required? On-site interpreting (Assignments of 3 hours or less) No prior approval is required for on-site interpreting assignments of 3 hours or less, provided they meet the guidelines. *Please note an assignment time of 3 hours or less is the continuous use of one interpreter for a block of time up to and including 3 hours. Onsite interpreting (Assignments over 3 hours) Prior approval is required for assignments of more than 3 hours. Where an interpreter is used for multiple families, even if each family s session is considerably shorter than 3 hours, it is the total booking time that must be considered. If the total booking time for each interpreter is more than 3 hours, prior approval must be sought. Telephone interpreting No prior approval is required. NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 1

HOW TO ACCESS INTERPRETERS On-site Interpreters Assignments of 3 hours or less For assignments of 3 hours or less which meet the guidelines no prior approval is required. Deal directly with your preferred service provider. 1. Interpreter Request Form A may be used to fax your request to your service provider. TIS National however uses an online booking system. From September 1 2014, TIS National will not accept paper based bookings. See pages 3-5 for more information. 2. Wait for confirmation from provider. 3. If no confirmation is received within 48 hours, ring the provider to check your booking. Assignments of more than 3 hours Schools must submit a Departmental Interpreter Request Form before booking the interpreter for funding to be approved. If approval has not been obtained, invoices for assignments of more than 3 hours will be sent directly to the school or office for payment. 1. To submit the form, either complete: Interpreter Request Form B and fax to 9244 5381 OR 2. Interpreter Request Form C and submit online. If approved, an Interpreter Approval Form with a Funding Approval Number will be faxed or emailed to you. 3. Fax the Interpreter Approval Form to your chosen service provider or in the case of TIS National write the Funding Approval number in the Specific requirements for appointments field. 4. Wait for confirmation from the provider. 5. If no confirmation is received within 48 hours, ring the provider to check your booking. Please note: If you have not received an Approval Form within 48 hours of your submission, call 9244 5311 to make an inquiry. Independent providers Schools should make bookings directly with independent on-site interpreting providers. Prior approval is required for bookings of over 3 hours. In addition, it should be noted that some independent suppliers charge more than the standard fee paid to independents by the Department. If an independent supplier interprets using an ABN and wishes to charge their own rates for interpreting, these rates must be supplied to the Equity team on a letterhead and must include the suppliers name, address, telephone and ABN. The rates can be emailed to interpreting@det.nsw.edu.au or submitted by fax to 9244 5381 prior to their engagement. Telephone Interpreters No prior approval is required Different location interpreting 1. Phone the client to ascertain they are at home and tell them you will call back with an interpreter. 2. Phone the Interpreter Service on 131 450. 3. Quote your name and telephone number, your client code, C018294 and the name of your school or office. 4. The operator will ask the client s name (if known), their phone number and the language you are requesting. 5. The operator will then get the interpreter on the line. 6. Briefly explain the reason for your call to the interpreter. 7. The operator will then ring the client and the interpreter will stay on the line to assist you with your call. Same location interpreting 1. Explain to the client that you will be phoning an interpreter. 2. Phone the Interpreter Service on 131 450. 3. Quote your name and telephone number, your client code, C018294 and the name of your school or office. 4. The operator will then locate an interpreter. 5. The interpreter will stay on the line to assist you with your interpreting needs. Pre-booked calls It is usually not necessary to pre-book a telephone interpreter unless you require an uncommon language e.g. Dinka, Karen or need to specify a particular time. The form for pre-booking a call is available online from the TIS National (Department of Immigration and Border Protection) website, see page 5, and must be directed to them. National Relay Service If you wish to contact someone who is deaf or has a speech impairment you may do this by phoning the National Relay Service. There are several ways to contact these clients. Visit their website at http://relayservice.gov.au/ for more information or contact the national relay service helpdesk on 1800 555 660 between Monday and Friday from 8am to 6pm for detailed instructions. Invoices from these providers should be submitted by fax on 9244 5381 or email to Equity at interpreting@det.nsw.edu.au. New vendors must submit either ABN information or a statement by supplier to the Department in order to have their invoices paid. Phone 9244 5311 for more information. NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 2

MAJOR INTERPRETING PROVIDERS ON-SITE INTERPRETING Provider TIS National (Department of Immigration and Border Protection) Multicultural NSW (formerly known as Community Relations Commission (CRC)) Standard hours 8 am 6 pm Mon - Fri 7:30 am 6 pm Mon - Fri Non standard hours 6 pm - 8 am Mon Fri and all day Sat, Sun and public holidays 6 pm 7:30 am Mon Fri and all day Sat, Sun and public holidays Minimum fee Booking and contact details 1.5 hours Booking on-site interpreters For assignments of 3 hours or less which meet the guidelines Book online at http://www.tisnational.gov.au/agencies/forms-for-agencies/ New-Job-booking-form **Be sure to specify on-site interpreting in the first field when you open the link and write the school name in the agency name field NB: TIS National is no longer accepting faxed bookings. For assignments of over 3 hours First get funding approval from Equity, then Book online at http://www.tisnational.gov.au/agencies/forms-for-agencies/ New-Job-booking-form **Be sure to specify on-site interpreting in the first field when you open the link and write the school name in the agency name field you must enter the Funding Approval number in the Specific requirements for appointments field NB: TIS National is no longer accepting faxed bookings. For enquiries or to check bookings phone 1300 655 082 Website: http://www.tisnational.gov.au/ 2 hours Booking on-site interpreters For assignments of 3 hours or less which meet the guidelines Fax Interpreter Request Form A to 8255 6711 For assignments of over 3 hours First get funding approval from Equity, then Fax a Departmental Interpreter Approval Form to 8255 6711 For enquiries or to check bookings phone 1300 651 500 Website: http://www.multicultural.nsw.gov.au/home NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 3

MAJOR INTERPRETING PROVIDERS ON-SITE INTERPRETING Provider Standard hours Non standard hours Wollongong City Council 9 am 5 pm Mon - Fri No bookings outside normal hours Minimum fee Booking and contact details 1.5 hours Booking on-site interpreters For assignments of 3 hours or less Fax Interpreter Request Form A to 4227 2641 Email: interpreters@wollongong.nsw.gov.au **Be sure to include the school name as well as that of the organisation or For assignments of over 3 hours First get funding approval from Equity, then Fax a Departmental Interpreter Approval Form to 4227 2641 Hunter New England Local Health Network (HNELHN) All day Mon - Sun For enquiries or to check bookings phone 4227 7650 Website: http://www.wollongong.nsw.gov.au/services/ community/pages/languageassistance.aspx N/A 2.5 hours Booking on-site interpreters For assignments of 3 hours or less Fax Interpreter Request Form A to 4924 6287 or Fax HNELHD Interpreter Request Form to 4924 6287 **Be sure to include the school name as well as that of the organisation or Phone to book on 4924 6285 For assignments of over 3 hours First get funding approval from Equity, then Fax a Departmental Interpreter Approval Form to 4924 6287 For enquiries or to check bookings phone 4924 6285 Website: http://www.hnehealth.nsw.gov.au multiculturhealth/interpreter_services NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 4

MAJOR INTERPRETING PROVIDERS TELEPHONE INTERPRETING Provider Standard hours Non standard hours TIS National (Department of Immigration and Border Protection (DIBP)) 8 am 6 pm Mon - Fri 6 pm - 8 am Mon Fri and all day Sat, Sun and public holidays Minimum fee Booking and contact details 15 mins Telephone interpreting Immediate access Phone 131 450, ask for required language and quote Client Code C018294. Provide your full name and name of school or office. The operator will ask for assignment details and find an interpreter immediately in most cases *Prebooked TIS National (Department of Immigration and Border Protection (DIBP)) 6 pm - 8 am Mon Fri and all day Sat, Sun and public holidays For enquiries phone 131 450 Website: http://www.tisnational.gov.au/ 30 mins Telephone interpreting Prebooking assignments Book online at http://www.tisnational.gov.au/agencies/forms-foragencies/new-job-booking-form Note: you must specify telephone interpreting when you open the link NB: TIS National is no longer accepting faxed bookings. For enquiries or to check bookings phone 131 450 Website: http://www.tisnational.gov.au/ National Relay Service 24 hours a day, 7 days a week N/A N/A Call the National Relay Service helpdesk from Monday to Friday between 8am and 6pm for detailed instructions on how to contact a deaf or speach impaired client. Help desk phone number: 1800 555 660 Email: helpdesk@relayservice.com.au SMS: 0416 001 350 Further information is available from the National Relay Service website, go to http://relayservice.gov.au/ NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 5

INTERPRETING CONSIDERATIONS There are a number of factors schools should consider before using an interpreter. Which provider should I use? Onsite interpreting in metropolitan areas Metropolitan users can choose either of the two major providers, TIS National - (Department of Immigration and Border Protection (DIBP) or Multicultural NSW (formerly known as Community Relations Commission for a multicultural NSW (CRC)) for interpreting assignments other than Auslan. There are also some private providers who may be used. For Auslan interpreting, metropolitan users can choose the Deaf Society of NSW or Multicultural NSW. The Deaf Society has a greater number of interpreters available. Some private providers of Auslan are also available. Non metropolitan areas Users in the Hunter and New England area or in the Wollongong area may be able to book interpreters through the Hunter New England Local Health Network or the Wollongong City Council respectively. However, not all languages are available in all areas. The Deaf Society also has some regional interpreters available. Please phone to check availability before booking and to ask if travel time will be involved. Multicultural NSW and TIS National (DIBP) do not, in general, supply interpreters to non metropolitan areas. Where on-site interpreters are not available, please use the TIS National Telephone Interpreting Service or the National Relay Service. Telephone or on-site? The purpose of an interpreting assignment and the availability of an interpreter may influence the decision about whether to use an on-site or a telephone interpreter. The TIS National Telephone Interpreting Service is available 24 hours a day, 7 days a week for languages other than Auslan. The National Relay Service is a telephone service which can be used to communicate with people who are deaf or have a speech or hearing impairment. It is also available 24 hours a day, 7 days a week. Both of these mediums are the preferred methods of interpreting for brief interpreting assignments such as inviting a parent to the school for a meeting, in emergencies and in non-metropolitan areas with no access to interpreters in the local community. Telephone interpreting can usually be accessed immediately. On-site interpreters if available are usually more appropriate when dealing with more complex or sensitive issues, for parent/teacher interviews or where a lengthy interview is expected. Cost of interpreting Charges for interpreting are subject to change. Current information on interpreting fees from the major providers is available at: https://detwww.det.nsw.edu.au/multicultural/interpreting/ Interpretingfees_2015.pdf Some independent interpreting service providers set their own fees. On-site interpreters It is important that staff are mindful of the cost of using interpreters when making an interpreter request. The requested time for an assignment should, for the most part, be in school hours from Monday to Friday. In addition, the minimum number of hours charged by the different providers varies from 1 ½ to 2 ½ hours. Where possible, schools should book interpreters to be within the minimum number of hours. Telephone Interpreting Service The Department is charged a fee from the moment staff are connected to the Telephone Interpreter Service, so it is essential to ascertain that the client is available to take the call before the Interpreter Service is rung. National Relay Service Use of the National Relay Service generally costs the same as a local call. Please see the following webpage for more information: http://www.relayservice.com.au/making-a-call/call-costs/ Which language? Be certain to identify the correct language. It is important not to guess the language by country of birth as several languages or dialects may be spoken in a country. For example, a person born in Cambodia may speak Khmer, any of the Chinese languages or French. Although some people speak more than one language, they may read and write only one language or speak more proficiently in one language than another. Ask the interpreting service or the family for advice if you are unsure about which language is appropriate. In addition, on enrolment information is collected on the main language/s other than English spoken at home and whether an interpreter would be required, if available.5 This data is available to schools in the Enrolment Registration Number (ERN) System. NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 6

INTERPRETING CONSIDERATIONS Political, religious or cultural sensitivities In certain circumstances political, religious or cultural sensitivities may influence the success of an interpreting situation. For example, in cases where people have come to Australia as a result of war or conflict, particularly where they may have experienced torture or trauma, they may find it difficult to communicate through interpreters perceived to belong to an opposing group, even if they speak the same language. To ensure that the most appropriate interpreter is chosen, ask the interpreter service or the family for advice. Gender In some circumstances it is advisable to book a female interpreter for a female client and a male interpreter for a male client. This may apply when sensitive issues such as those regarding violence, child protection or health need to be discussed. Parent / teacher interviews Where schools have a large population of parents from language backgrounds other than English, it is suggested that one teacher coordinates interpreter requests to avoid misunderstandings by interpreter providers about the number of interpreters required. On occasions when more than one interpreter is required for the same language, on the same date and time, this should be clearly indicated on the request, e.g. Korean (1 of 2), Korean (2 of 2). Great care needs to be taken not to make a booking request twice. A separate interpreter request form is needed for each interpreter you need. However: One interpreter may interpret for more than one interview within the minimum timeframe, provided the assignments are consecutive One interpreter may interpret in two languages, for example, Mandarin and Cantonese if they are bilingual. Tips for using interpreters Telephone Interpreters Conduct the interview in a quiet and private space to ensure confidentiality and that the parties can all hear one another. Where possible, use a telephone with a speaker. For same location interviews, sit facing the client. Be aware of facial expressions and body language. Explain who you are, the purpose of the meeting and how it will be conducted. Speak in the first person at all times. Keep the amount of information to be interpreted at any one time short, with one idea per sentence. Include a pause after each sentence, so that the participants do not talk over each other or cut each other off. Be careful of technical language and avoid acronyms. Use plain English and remember the interpreter is not a walking dictionary. The National Relay Service Speak directly to the caller. (Only speak to the relay officer if there is a problem with the call.) Pause at the end of each phrase or sentence to allow time for the relay officer who is typing to catch up. Repeat and spell difficult words, names and phone numbers. Say go ahead after each response. End the call with goodbye, or signing off or something similar. On-site Interpreters Take control of the meeting. Introduce yourself to the client and the interpreter and then introduce the interpreter to the client. Explain the role of the interpreter to the client. Explain who you are, the purpose of the meeting and how it will be conducted. Sit facing the client with the interpreter equidistant like the 3 points of a triangle so that you can speak directly to all parties involved. For Auslan interpreting check the seating preference with the deaf or hearing impaired person to enable their communication with the interpreter. Look directly at the client even when the interpreter is speaking. Speak to the client in the first person e.g. Can you tell me. Keep the amount of information to be interpreted at any one time short, with one idea per sentence. Be careful of technical language and avoid acronyms. Use plain English and remember the interpreter is not a walking dictionary. Ask the client if the pace you are talking at is appropriate or if any clarification is required. Get feedback during the meeting to make sure the client is satisfied with the interpreting process and cease the meeting if not. Explain that you will reschedule and why. Professional learning Videos to provide staff with more information are available at https://detwww.det.nsw.edu.au/multicultural/ interpreting/proflearn.htm NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 7

TRANSLATIONS Translations available for parents and schools A great number of Departmental publications have been translated in languages other than English. Parents and school staff can access these on the Department s websites. Translations Websites Translated documents can be viewed by document name, by language name or in a alphabetical list. School staff can go to the following website and look for a document by its title. They are listed alphabetically and a short description is also provided. Click on on one of the letters of the alphabet at the top of the page. Please see: Translations by document name The following website is organised by language name. All the documents available in each language are visible by clicking on the language name. For the list of languages available go to: Translations by language name To see a list of all the available translations available in alphabetical order go to: Translation by document name - Alphabetical listing Translation suggestions Translations of important school information relevant to all or most schools are organised by the Department. If you wish to make suggestions on new translations please phone 9244 5311. Requests for translations by individual schools As funding is limited, individual school translations will only be funded in cases relating to urgent matters regarding student welfare. Funds are not available to translate documents such as school newsletters. To check if a proposed translation meets the guidelines for funding, telephone 9244 5311 to discuss your request. School funded translations If schools wish to fund their own translations, advice on cost and how to prepare documents for translation can be obtained from the Equity and Multicultural Education team by phoning 9244 5311. While advice will be provided it should be noted that it is the school s responsibility to arrange the translation. Further information is also available at: https://detwww.det.nsw.edu.au/multicultural/interpreting/ whattoconsider.pdf https://detwww.det.nsw.edu.au/multicultural/interpreting/ trnsltn_process.pdf More information For more information regarding interpreting and translation services contact: NSW Department of Education Equity Locked Bag 53 DARLINGHURST 1300 Phone: (02) 9244 5311 Fax: (02) 9244 5381 Email: interpreting@det.nsw.edu.au NSW DEPARTMENT OF EDUCATION INTERPRETING AND TRANSLATION SERVICES: GUIDELINES FOR SCHOOLS (2015) 8