WA Health Language Services Policy

September 2011

Cultural Diversity Unit Public Health Division WA Health Language Services Policy

Contents

Foreword ...... 1

1. Context ...... 2

1.1 Introduction ...... 2

1.2 Government policy obligations...... 2

2. Policy goals and aims...... 5

3. Scope...... 5

4. Guiding principles...... 6

5. Definitions...... 6

6. Provision of interpreting and translating services...... 8

6.1 People who may access interpreting and translating services ...... 8

6.2 Assessing the need for an interpreter or translator...... 8

6.3 Providing competent interpreters and translators ...... 9 6.4 Assessing health risks and matching with appropriate levels of interpreter and translator competence ...... 10

6.5 Types of interpreting services ...... 12

6.6 Dealing with consumer preferences...... 13

6.7 Feedback, compliments and complaints...... 14

7. Workforce knowledge and skills...... 15

8. Reporting and continuous improvement...... 16

8.1 Reporting...... 16

8.2 Review of the WA Health Language Services Policy...... 16

Authority ...... 17

Appendix 1 ...... 18

i ii WA Health Language Services Policy

Foreword

Ensuring healthier, longer and better quality lives for all Western Australians underpins the WA Health Strategic Intent 2010-2015. WA Health is committed to providing equitable access to safe high quality health care and programs to all Western Australians, regardless of their income, place of residence, health status or cultural background or language skills. Western Australia is the most culturally diverse state in Australia, with Aboriginal people, migrants and refugees accounting for nearly 30% of the population. While the majority of Aboriginal people and migrants can communicate fluently in English, for some, poor communication in English can be a significant barrier to accessing services provided by Western Australia’s first class health system. People who are deaf or hearing impaired may also need language assistance to effectively communicate with the WA Health services. The WA Health Language Services Policy has been developed to apply the State Government’s Western Australian Language Services Policy 2008 within the unique conditions and complexities of the public health system. The WA Health Language Services Policy supports the universal right to health by providing guidelines that will ensure that there is effective communication between health service providers and those who need language assistance. It is supported by a range of guidance materials and information resources, available on the Department of Health website. Together these will ensure that WA Health service providers and staff are aware of the availability of language services and can assess the need for this support, engage a quality interpreter or translator appropriate to the health service ‘event’ and be adaptable to the needs of the consumer. Not only will this enhance the quality of services provided but will also minimize the health risks associated with miscommunication across key points of the patient’s journey through the system. I urge all WA Health staff to familiarise themselves with the WA Health Language Services Policy, to integrate it into health service delivery and to work together to promote the provision of health services to all Western Australians.

Dr D Russell-Weisz, A/Director General

1 1. Context

1.1 Introduction The WA Health Language Services Policy supports the WA Health Strategic Intent 2010-2015 and its four key pillars of caring for individuals and the community, caring for those who need it most, making the best use of funding and resources and supporting the WA Health workforce. The policy promotes the universal right to health by facilitating effective communication between government health service providers and people who may need language assistance including Aboriginal and Torres Strait Islander people1, people from culturally and linguistically diverse backgrounds, and people who are deaf or hearing impaired. The policy acknowledges that neither language nor cultural differences should be a barrier to health care. The WA Health Language Services Policy outlines the responsibilities of WA Health service providers and staff and promotes the rights and responsibilities of health consumers and carers. It provides guidance about how to implement the Western Australian Language Services Policy 2008 within WA Health taking into account the unique requirements and risks associated with health care. It addresses the minimum standards outlined in the State policy and its requirements for when language services ‘must’ and ‘should’ occur within the health context.

1.2 Government policy obligations WA Health has policy obligations and responsibilities to provide services that promote people’s health care rights, do not directly or indirectly discriminate against people and protect consumers, carers, community and the government from avoidable ill health, injury or loss. The WA Health Language Services Policy is consistent with the Western Australian Language Services Policy 2008, the WA Health Substantive Equality Policy, the WA Health Disability Access and Inclusion Policy, the WA Strategic Plan for Safety and Quality in Health Care 2008-2013 and relevant Commonwealth and State legislation.

1 From this point, the use of the term ‘Aboriginal’ within this document refers to Australians of both Aboriginal and Torres Strait Islander people.

2 WA Health Language Services Policy

1 1.2. The Western Australian Language Services Policy 2008 The Western Australian Language Services Policy 2008 was endorsed by the Western Australian Cabinet in 2008 and applies to all State Government departments. The Western Australian Language Services Policy 2008 states that State Government agencies need to:

n Commit to the appropriate use of professional and competent interpreters and translators in the delivery of services and programs to people who are unable to communicate in spoken or written English.

n Determine when interpreters ‘must’, ‘should’ or ‘may’ be used based on legislative requirements, particular service provided and level of risk to clients’ rights, health or safety.

n Ensure that all staff who deal directly with clients are aware of how to determine the need for an interpreter.

n Ensure that all staff who deal directly with clients are aware of how to access and use interpreting and translating services.2 The Western Australian Language Services Policy 2008 sets out minimum standards that provide guidance for the circumstances in which interpreters or translators need to be used. The Western Australian Language Services Policy 2008 is available at www.omi.wa.gov.au.

2 Office of Multicultural Interests. The Western Australian Language Services Policy 2008. Perth: Department for Communities, 2008. Available from www.omi.wa.gov.au.

3 1.2.2 Australian Charter of Healthcare Rights The Australian Charter of Healthcare Rights outlines the rights of patients and other people using the Australian health system and recognises that people receiving care and people providing care have significant roles to play in achieving high quality and safe healthcare. The Charter is guided by the following principles:

n Everyone has the right to be able to access health care and this right is essential for the Charter to be meaningful.

n The Australian Government commits to international agreements about human rights which recognise everyone’s right to have the highest possible standard of physical and mental health.

n Australia is a society made up of people with different cultures and ways of life, and the Charter respects these differences.3 The Charter describes healthcare rights about access, safety, respect, communication, participation, privacy and comment/complaint. A copy of the Australian Charter on Healthcare Rights is available at www.safetyandquality.gov.au.

1.2.3 The Western Australian Public Patients Hospital Charter The Western Australian Public Patients Hospital Charter describes a number of fundamental rights for public patients in Western Australian public hospitals that assure customers are treated fairly, equitably and with dignity. The Charter discusses patients’ rights related to access to health services, information about health care and complaints procedures. A copy of the Western Australian Public Patients Hospital Charter is available at www.health.wa.gov.au.

A list of other relevant policies and legislation is provided in Appendix 1.

3 Ibid.

4 WA Health Language Services Policy

2. Policy goals and aims

The overall goal of the WA Health Language Services Policy is to ensure equitable access to health services, improved safety and quality of care and better health outcomes for people who may need language assistance when using WA Health services. This includes Aboriginal people, people from culturally and linguistically diverse backgrounds and people who are deaf and hearing impaired. The WA Health Language Services Policy aims to provide guidance to health service providers and staff about system-wide and professional standards to enable high quality and effective communication with consumers and carers. It aims to assist the management of health, legal and other risks that may arise in the delivery of health services to people who need language assistance when engaging with the WA Health system. The policy aims to ensure that: n All consumers and carers who need assistance with English or who are deaf or hearing impaired are provided with access to appropriate interpreting and translating assistance. n All WA Health staff who deal with consumers and carers have the knowledge and skills to assess the need for language assistance and to engage appropriate interpreting and translating services. n There are suitable procedures and processes in place to enable appropriate and timely engagement of interpreters and translators, particularly for health situations that have health, legal or other risks for consumers, health service providers or WA Health.

3. Scope

The WA Health Language Services Policy applies to all health service providers and staff employed within WA Health, which incorporates the following entities: n Department of Health n Metropolitan Health Services n Peel Health Service n WA Country Health Service. The policy also applies to all future contracts and contract variations with private service providers, non-government organisations and other agencies for the supply of health services for consumers, carers and health professionals. This is a system wide policy and supersedes all previous policies and guidelines related to language services in WA Health.

5 4. Guiding Principles

The WA Health Language Services Policy observes the following guiding principles which are outlined in the Western Australian Language Services Policy 2008:

n Fundamental public sector values associated with the delivery of fair and equitable health services and the achievement of substantive equality underpin the use of interpreting and translating services.

n Minimum standards are set to uphold these fundamental values.

n Accountability for the achievement of minimum standards is made transparent through monitoring and reporting.

n Professional level interpreting and translating services are required in circumstances where the rights, health or safety of an individual are at risk or when the failure to provide an interpreter or translator may result in legal implications for the State of Western Australia.4

5. Definitions

Auslan: Australian sign language is a recognised language used by the Australian Deaf community. Carers: A person is a carer for the purposes of the Carer’s Recognition Act 2004 if he or she is an individual who provides ongoing care or assistance to:

n a person with a disability as defined in the Disability Services Act 1993 section 3;

n a person who has a chronic illness, including a mental illness as defined in the Mental Health Act 1996 section 3;

n a person who, because of frailty, requires assistance with carrying out everyday tasks; or

n a person of a prescribed class. For the purposes of this policy the term carers also includes ‘parents’, ‘guardians’ or people looking after children under 18 years of age and young people who care for their parents. For Aboriginal people and those from culturally and linguistically diverse communities, the term may also include any family member who is available to take on the responsibility of caring for another member of the family, including extended family members.

4 Office of Multicultural Interests. The Western Australian Language Services Policy 2008. Perth: Department for Communities, 2008. Available from www.omi.wa.gov.au.

6 WA Health Language Services Policy

Competent translators and interpreters: The WA Language Services Policy 2008 define these as:5 Those who adhere to a professional Code of Ethics for Practitioners incorporating the principles of impartiality and confidentiality, and performance that is accurate and faithful, and who meet at least one of the following criteria: 1. National Accreditation Authority for Translators and Interpreters (NAATI) accredited, which can be achieved by passing a NAATI test; or by successfully completing a course of studies at an Australian institution approved by NAATI; or by providing evidence of specialised qualifications in translating and/or interpreting obtained from a recognised training institution outside Australia. 2. Obtained a formal qualification in interpreting or translating from an accredited tertiary institution. In languages where there is neither training nor NAATI accreditation: 3. NAATI recognised, which requires evidence of English proficiency, two referee reports and completion of a short training course. 4. Recognised by an approved or contracted service provider – such as the Translating and Interpreting Service (TIS), Deaf Interpreting Services (DIS), Kimberley Interpreting Service (KIS), or other private sector providers. Interpreters and translators engaged in ‘child-related work’ as defined by the Working With Children (Criminal Record Checking) Act 2004 must hold a current Working With Children Card before working in WA Health. Consumers: This term is intended to be as broad and inclusive as possible and includes individuals or groups who may also be known as “patients” or “clients” within the public health system. Health service provider: A person or organisation that delivers a health service or health program within or funded by WA Health. It also includes health professionals who hold recognised qualifications in Western Australia which allows them to deliver medical, dental, nursing or allied health services to individual consumers within the WA public health system. Interpreter: A person who conveys a message or statement verbally or by using sign language into another language with accuracy and impartiality to enable effective communication between two parties who use different languages. Language services: In this policy, language services includes interpreting and translating services to facilitate effective communication between health service providers and consumers and carers who have limited English proficiency and people who are deaf or hearing impaired. Translator: A person who makes a written transfer of a message or statement from one language into another with accuracy and impartiality to enable effective communication between two parties who use different languages.

5 Ibid.

7 6. Provision of interpreting and translating services

6.1 People who may access interpreting and translating services Consumers and their carers who have limited or no English proficiency or who are deaf or hearing impaired have the right to access interpreting and translating services when using and receiving WA Health services. This includes Aboriginal people and people from culturally and linguistically diverse backgrounds. Health service providers must ensure that consumers and carers are informed about their right to access interpreting and translating services.

6.2 Assessing the need for an interpreter or translator Health service providers must engage interpreters and translators in situations that have implications for health or treatment of consumers and which depend on the ability of both the consumer and health professional to communicate key information and understand each other. Consumers’ and carers’ need for interpreting and translating assistance must be assessed at critical points of contact with the WA Health system and across the patient journey. These critical contact points include, but are not limited to pre-admission clinics, admission clinics, emergency departments, outpatient clinics, in-patient clinics, patient accounts, appointments or waitlist desks, community services and the Patient Assisted Travel Scheme. Consumers’ and carers’ need for interpreting and translating assistance should also be assessed for other health activities where providing appropriate access to information about their rights, health and safety potentially benefits consumers and carers. These could include public health events such as pandemics and environmental health issues, health promotion, community education or consultation and research. Health service providers must have a process in place to assess and document the need for interpreters and/or translators. Both consumer and carer input into this process must be sought.

8 WA Health Language Services Policy

6.3 Providing competent interpreters and translators Once the need for interpreting and translating services is identified, WA Health service providers and staff must provide competent interpreters and translators. Definitions of competent interpreters and translators are found in Section 5. Health providers must ensure that the provision of a competent interpreter or translator is documented. The reasons for non-provision of interpreter or translator or for engaging non-competent interpreters or translators must be recorded in patient’s health record.

6.3.1 Persons under 18 years of age Persons under 18 years of age can be engaged as interpreters or translators if they meet the requirements for interpreter and translator competency as defined in this policy. Persons under 18 years of age who are not competent interpreters or translators must not be used for interpreting or translating for health and safety reasons.

6.3.2 WA Health staff who are fluent in languages other than English WA Health acknowledges that many of its staff come from different backgrounds and are fluent in languages other than English. This ability in itself is not sufficient to be considered ’competent’ under this policy.

6.3.3 Emergencies In the case of life threatening emergencies, competent interpreters may not always be available within a clinically appropriate timeframe. In these situations, an accompanying adult family member or friend or bilingual health professional may assist in obtaining information from the consumer for immediate diagnosis or treatment. This must be documented in the patient's health record. Assistance from a person under 18 years of age must only be considered when an adult family member or friend or bilingual health professional is not available. In any of these situations, a competent interpreter must be engaged within the earliest possible timeframe to ensure high quality communication for ongoing diagnosis and treatment.

9 6.4 Assessing health risks and matching with appropriate levels of interpreter and translator competence Some health care events or points in the patient journey carry higher risks to consumers and health service providers. Effective communication is essential in these situations. In these cases the health provider may need to consider engaging interpreters with more than minimum competency (as defined in section 6.4.2). Some of the health care events, circumstances and points along the patient journey where there can be high risks associated with miscommunication include:

n admission/intake

n interviews to establish clinical histories

n initial health assessments and new appointments

n assessments, diagnoses and development of treatment plans

n seeking informed consent for surgery, invasive procedures, investigation treatment and research

n providing information about medications

n providing pre-operative and post-operative instructions

n informing people of results and investigative procedures including advice of terminal illness and dying

n situations involving abuse, violence or assault

n diagnosis of a disability

n mental health assessment, diagnosis and treatment

n discharge procedures and referrals

n emergency situations

n pandemics

n environmental health critical events. Health service providers are responsible for determining the potential seriousness of risks for the consumer and health service providers, and where more than the minimum competency is required to manage risk.

10 WA Health Language Services Policy

6.4.1 When the highest level of interpreter or translator competency is required Health encounters that are assessed as high risk warrant the engagement of interpreters or translators with the highest possible level of competency. This is to ensure that communication between the consumer and the health service provider is clear, misunderstandings are minimized and identified risks are managed. For high risk situations where higher levels of interpreter or translator competency cannot be provided at the scheduled time, consideration should be given to rescheduling the appointment. This decision must take into account clinically appropriate timeframes and consumer needs and risks.

6.4.2 The hierarchy of interpreter or translator competencies The following hierarchy of interpreter or translator competencies applies: 1. interpreters or translators who have formal tertiary qualification or NAATI accreditation in interpreting or translating at the professional level and have completed a Health or Mental Health Interpreting Course or have relevant experience in a health setting. 2. interpreters or translators who have formal tertiary qualification or NAATI accreditation in interpreting or translating at the professional level. 3. interpreters or translators who have formal tertiary qualification or NAATI accreditation in interpreting or translating at the paraprofessional level6 and have completed a Health or Mental Health Interpreting Course or have relevant experience in a health setting. 4. interpreters or translators who have formal tertiary qualification or NAATI accreditation in interpreting or translating at the paraprofessional level. Where there is no formal tertiary qualifications or NAATI accreditation obtainable, (e.g. new and emerging languages and some Aboriginal languages), the following hierarchy of competencies applies: 1. interpreters and translators who are recognised by NAATI and have completed a Health or Mental Health Interpreting Course or have relevant experience in a health setting 2. interpreters and translators who are recognised by NAATI 3. interpreters and translators who are employed by an appropriately approved language service provider and have completed a Health or Mental Health Interpreting Course or have relevant experience in a health setting 4. interpreters and translators employed by an appropriately approved language service provider.

6 This is currently the highest level available for Aboriginal language interpreting.

11 6.5 Types of interpreting services Health service providers must establish mechanisms for staff to access appropriate types of interpreting services:

n face-to-face

n telephone

n video conference interpreting. Health service providers must consult with consumers and carers to identify the most appropriate interpreting type to use in a given health encounter or situation. The decision to use face-to-face, phone or video conference interpreting should be based on the following factors:

n clinically appropriate timeframes

n assessment of risk to consumers and carers, staff and the organisation

n complexity or sensitivity of the consultation or treatment

n length or duration of discussion

n urgency of the situation

n consumer and carer preference

n need for anonymity of consumers and carers

n location of a service, for example rural and regional areas

n number of people involved

n availability of appropriate equipment. People who are deaf or hearing impaired (who use Auslan or other sign language) will always require face-to-face or video conference interpreting. Health services must ensure that adequate equipment and facilities are available to facilitate the use by health service providers of any of the three types of interpreting.

12 WA Health Language Services Policy

6.6 Dealing with consumer preferences

6.6.1 When a consumer declines to work with a competent interpreter In some instances, consumers may choose not to have the assistance of a competent interpreter and want their family member, carer, relative or friend to interpret instead. When this happens, it is the health service provider’s responsibility to:

n ensure that the need for an interpreter and reason for working with a competent interpreter are clearly explained to the consumer and carer

n inquire about the reasons for the refusal

n emphasise that health professionals need to understand the information being conveyed to them by the consumer to enable them to deliver appropriate treatment and care. If the consumer or carer still refuses to have a competent interpreter and continues to prefer using family, carer, relative or friend to interpret, the health service provider must document the steps taken and the reasons for agreeing to not engage a competent interpreter in the patient’s health record. Consumers’ rights to have a carer or other support person with them during treatment and care must be respected. The health service provider should ensure that consumers and carers, particularly Aboriginal people and people from culturally and linguistically diverse backgrounds, understand the different roles that support persons and interpreters play in the treatment process.

6.6.2 When a consumer requests to be matched with a specific interpreter Consumers and their carers may, in some instances, request to be matched with a specific interpreter due to gender (or same sex), family or cultural, issues such as ‘avoidance’ in Aboriginal communities. Health service providers should support these requests where the requested interpreter meets the competency standards outlined in this policy and is available at the required time. Where the requested interpreter does not meet the competency standards or is not available, the health service provider must book an alternate competent interpreter and provide adequate reasons to the consumer to ensure that communication proceeds successfully.

6.6.3 When a consumer requests not to be matched with a specific interpreter Consumers and their carers may request not to be matched with a specific interpreter due to similar reasons stated in 6.6.2 or other legitimate reasons. Health service providers should support these requests whenever possible.

13 6.7 Feedback, compliments and complaints WA Health recognises consumers’ and carers’ right to complain about health care and to have their health concerns addressed promptly, including those that pertain to language services. Complaints lodged by consumers and carers are currently managed according to the processes set out in the WA Health Complaint Management Policy located at www.health.wa.gov.au/circularsnew/ attachments/449.pdf. Health service providers need to ensure that people with no or limited English proficiency and who are deaf or hearing impaired are supported should they wish to make a complaint around language services issues. Health service providers must also ensure that staff are able to assist consumers and carers to make a language service complaint if approached by a consumer. Language service complaints made by health providers and staff, on behalf of a consumer and carer, must only be done with the knowledge and consent of the consumer and carer. Complaints must be recorded and filed separately from the consumer’s health records.

14 WA Health Language Services Policy

7. Workforce knowledge and skills

Chief Executives of health services are responsible for ensuring all staff are aware of the WA Health Language Services Policy, the system wide and professional standards set out in this policy and the competencies required from health service providers and staff. This is to ensure the provision of safe, quality and accessible language services where needed as defined by the policy. Health services are to provide training and support tools to health service providers with direct consumer and carer contact and to frontline staff to ensure that they: n are aware of consumers’ and carers’ rights to health and language services n are competent in working with interpreters and translators, including: • assessing a consumer’s or carer’s need for language assistance • determining when an interpreter or translator is required and the competency level required for each health encounter • using the most appropriate type of language service delivery n have the knowledge, ability and skills to communicate appropriately with people from diverse cultural backgrounds, both verbally and non-verbally n are capable of handling and managing language service complaints n are able to document, report and evaluate language service provision n know how to access information about these issues. Health services must ensure that health service providers are aware of the impact of cultural issues on communication and are provided with appropriate cultural awareness training to develop cultural competency skills needed to enable them to work more effectively across cultures. Health service providers’ and staff members’ attendance at workforce training should be documented in individual professional development records.

15 8. Reporting and continuous improvement

8.1 Reporting WA Health services must report on key performance indicators and a minimum data set to be endorsed by State Health Executive Forum. This information will be used for monitoring language services needs and service provision, implementation of the WA Health Language Services Policy and to support continuous improvement.

8.2 Review of the WA Health Language Services Policy The policy will be reviewed by the Cultural Diversity Unit at the end of three years from the date of its endorsement.

16 WA Health Language Services Policy

Authority

Endorsed by: Director General on 8 August 2011

Review Date: 8 August 2014

Accessing Policy: Via the whole of Health Holii Policies link at: http://intranet.health.wa.gov.au/policies/doh_policy.cfm

Primary Contact: Unit: Cultural Diversity Directorate: Chronic Disease Prevention Division: Public Health Email: [email protected]

Please note: The links in this document are provided as a service. Links to documents can be volatile. If the link is broken you may need to search for the document. Printed copies can only be valid at the time of printing.

This information is available in alternative formats upon request for a person with a disability.

17 Appendix 1

Relevant government and WA Health policy and legislation Relevant Commonwealth Government, State Government and WA Health policies and legislation that impact on language services and policy development include:

Commonwealth Government

n Disability Discrimination Act 1992

n Human Rights and Equal Opportunity Act 1986

n Racial Discrimination Act 1975

n The Charter of Public Service in a Culturally Diverse Society

n The People of Australia: Australia’s Multicultural Policy.

State Government

n Carers Recognition Act 2004

n Western Australian Equal Opportunity Act

n Statement of Commitment to a New and Just Relationship between the Government of Western Australia and Aboriginal Western Australians

n The Western Australian Charter of Multiculturalism

n The Western Australian Language Services Policy

n The State Government’s Policy Framework for Substantive Equality.

WA Health

n Department of Health Language Services in Health Care Policy and Guidelines

n WA Health Aboriginal Cultural Security Policy

n WA Health Complaint Management Policy

n WA Health Consent to Treatment Policy for the WA Health System

n WA Health Consumer, Carer and Community Engagement Framework

n WA Health Disability Access and Inclusion Policy

n WA Health Equal Opportunity and Diversity Policy

n WA Health Substantive Equality Policy

n WA Strategic Plan for Safety and Quality in Health Care.

18 Produced by Cultural Diversity Unit

Language Services Policy Purpose 1. Healthway is committed to ensuring the provision of responsive, professional and appropriate responses to meet language and communication needs of clients who are unable to adequately communicate in English or who are hearing impaired. Scope 2. This policy applies to all Western Australians who require assistance with communicating effectively in spoken or written English, including: ▪ Indigenous people ▪ people from Culturally and Linguistically Diverse backgrounds ▪ people who are Deaf or hearing impaired. 3. This policy is to be applied by all employees of Healthway and sets out the Government’s principles and minimum standards for the provision of interpreting and translating services in the delivery of services and programs.

Policy 4. This policy is intended to achieve the following objectives: 4.1. Healthway services will be responsive to the needs of clients who are unable to communicate effectively in spoken or written English and every effort will be made to improve interactions; 4.2. the rights of clients to access Healthway funding will not be compromised by their inability to communicate effectively in spoken or written English; and 4.3. Healthway will have improved interactions with clients for whom English is not their first language. 5. Healthway will: 5.1. commit to the appropriate use of professionally qualified and competent interpreters and translators in the delivery of services and programs to people who are unable to communicate in spoken or written English; and 5.2. determine when interpreters and translators ‘must’, ‘should’, or ‘may’ be used based on legislative requirement, the particular service provided and/or the level of risk to clients’ rights, health or safety.

6. Determining when professional interpreters and translators ‘must’, ‘should’ or ‘may’ be used depends on: 6.1. the client’s ability to communicate in English; 6.2. the purpose of the communication and the kind of information, including its complexity, that needs to be conveyed; 6.3. the client’s ability to effectively communicate in a stressful or unfamiliar environment; 6.4. whether the client prefers to communicate in his/her own language, even though he/she can communicate in English; 6.5. the risks of mis-communication to the customer and the potential for legal liability or legal consequences for the State of Western Australia, its agencies or instrumentalities. 7. The Service Areas will: 7.1. acknowledge that there are minimum standards for using interpreters and translators to facilitate the delivery of services as well as the minimisation and management of legal risks; 7.2. use interpreters and translators, who are either accredited at the professional level or have obtained formal qualifications at the level of Advanced Diploma, or higher; 7.3. be responsible for ensuring clients are aware of the availability of interpreting and translating services and are encouraged to use these as a means of improving access to departmental services; 7.4. be responsible for all costs incurred in engaging the services of an interpreter or translator. Service Areas will need to ensure that funding is allocated to meet these costs; 7.5. within the bounds of this policy, be responsible for the development of practices appropriate to support their legislative and administrative circumstances. 8. Professional level interpreting and translating services, must be used in circumstances where the rights, health or safety of an individual are at risk and/or when the failure to provide a professional interpreter or translator may give rise to legal liability or legal consequences for the State of Western Australia.

Acquiring Translators Once a decision has been made to engage an interpreter Healthway will acquire translators on an ad-hoc basis. National Accreditation Authority for Translators and Interpreters will be sourced from either established government contractors, available at www.ssc.wa.gov.au or sourced separately.

Appendix 1 Minimum Standards for Using Interpreting and Translating Services (as set by WA Language Services Policy – Office of Multicultural Interests 2008)

Minimum standards provide guidance for the circumstances in which an interpreter or translator needs to be used, to enable Healthway clients who are unable to communicate effectively in spoken or written English to access services. 1. Healthway clients who are unable to communicate through spoken or written English are made aware of: ▪ their rights to communicate in their preferred language; and ▪ when and how to ask for an interpreter. This is particularly important in the case of Indigenous people who are unable to communicate through spoken or written English. Due to the limited availability and use of Indigenous interpreters historically, Indigenous people would not request an interpreter as a matter of course. 2. The circumstances in which professional or competent interpreters and translators should be used are as follows: 2.1. Healthway clients who are unable to adequately/effectively communicate through spoken or written English or wish to communicate in their preferred language are provided with professional level interpreters and translators in their preferred language where they: 2.1.1. need to be informed of their legal rights and obligations; 2.1.2. need to give informed consent; 2.1.3. are required to enter into a legally binding contract or agreement with the State and are not required to engage their own interpreter or translator; 2.1.4. require essential information to fully participate in decisions or proceedings relating to their rights, health and safety; or 2.1.5. require essential information to protect their rights, health and safety. 2.2. Interpreting and translation services are provided by professional interpreters and translators or persons who have completed an accredited interpreting or translating training course in all other situations. 2.3. In exceptional circumstances, where an interpreter is required but a professional or competent interpreter is not available, a person who has not been trained as an interpreter but who speaks and understands the language and English may be used. However, the decision to do so and the circumstances justifying that decision must be documented. 2.4. In the case of Indigenous Western Australians, experienced paraprofessional level interpreters should be used where professional level interpreters would otherwise be required, until such time as professional level interpreters in Aboriginal languages are available. 2.5. Persons under the age of 18 years must not be used as interpreters or translators. 3. Staff whose duties involve communicating with people who are unable to communicate effectively in written or spoken English are able to assess the need for an interpreter or translator and have an understanding of cross-cultural community communication and awareness. 4. Interpreters and translators need to respect clients’ rights to privacy and confidentiality, and maintain confidentiality in all matters relating to their assignments. Disclosure may only occur with client permission or as a result of the law requiring such disclosure.

Next review: August 2012 Level 10, Dumas House 10 Havelock St WEST PERTH WA 6005 Telephone 6217 8900 Facsimile 9321 5205 Email : [email protected] Internet www.multicultural.wa.gov.au

THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Foreword Western Australia is the most culturally diverse State in Australia. Indigenous people constitute 3 per cent of the population, whilst migrants constitute 27 per cent.

The Government of Western Australia is committed to achieving substantive equality for all Western Australians by providing equitable access to services and programs to Indigenous people, migrants and people who are deaf or hearing impaired.

Although a majority of Indigenous people communicate ﬂ uently in English, there are some, particularly in remote areas of Western Australia, for whom English is their second, third or fourth language.

While a majority of migrants also have good English language skills, communication in English can remain a barrier to full participation in our society.

Effective communication is vital to strengthening our community and increasing the capacity of all people to contribute to the State’s development and future.

The Language Services Policy supports State Government agencies in developing effective communication between staff and clients to improve service delivery to all Western Australians.

We look forward to further improvements in the delivery of State services to our community as a result of the Western Australian Language Services Policy 2008.

Hon Colin Barnett MLA Hon John Castrilli MLA PREMIER MINISTER FOR CITIZENSHIP AND MULTICULTURAL INTERESTS

1 Acknowledgements The Ofﬁ ce of Multicultural Interests (OMI) acknowledges:

• The Victorian Multicultural Commission (formerly the Victorian Ofﬁ ce of Multicultural Affairs) and the Northern Territory Aboriginal Interpreter Service for their contribution to this policy; • The WA Equal Opportunity Commission for its contribution to the Policy in relation to Indigenous languages and interpreting through its Scoping Paper on Indigenous Interpreting Services (2007); and • Representatives of WA Government agencies, non-government organisations and the translating and interpreting industry who participated in the Needs Analysis of Interpreting and Translating Services within the Western Australian Government Sector (2003) and the Review of the 2000 Language Services Policy (2005), as well as Government agencies that provided feedback on the draft policy.

Comments and Feedback • Do you have any comments about this guide? • Do you think there is additional information that should be included?

If so, please call OMI on 9222 8800 or forward your comments to:

The Ofﬁ ce of Multicultural Interests Level 26, 197 St George’s Terrace PERTH WA 6000 Fax: 9222 8801 Email: [email protected]

2 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Contents Foreword ...... 1

Acknowledgements ...... 2

Comments and Feedback ...... 2

Introduction ...... 4

Deﬁ nitions ...... 5

Policy Objectives ...... 7

Government Policy and Commitment ...... 7

Aboriginal Languages ...... 7

Relevant Policy Documents ...... 8

Language Services Principles ...... 8

Minimum Standards for Using Interpreting and Translating Services ...... 9

Implementing the Language Services Policy ...... 10

Committing to using competent interpreters and translators ...... 10

When interpreters and translating services ‘must’, ‘should’ or ‘may’ be used ...... 14

How to determine the need for an interpreter ...... 16

How to access and use interpreting and translating services ...... 17

Appendix 1 Questionnaire for Determining if an Interpreter is Required ...... 21

Appendix 2 Decision Tree for Engaging an Interpreter ...... 23

Appendix 3 Rights and Responsibilities of Parties in a Communicative Discourse ...... 24

Appendix 4 Countries and Main Languages used ...... 25

Appendix 5 Aboriginal Languages ...... 31

Appendix 6 Aboriginal Language Centres ...... 32

3 Introduction The Western Australian Government acknowledges difference as an integral feature of the Western Australian community. It seeks to ensure that language is not a barrier to services and programs for people who require assistance in English. Amongst Western Australians who require assistance with communicating effectively in spoken or written English are Indigenous people, migrants and those who are deaf or hearing impaired.

Effective communication between service providers and clients is essential to delivering high quality services and programs that meet the needs of Western Australia’s diverse population.

Interpreting and translating services can make Government more accessible to people who use Auslan or speak a language other than English, such as Indigenous people and people from a culturally and linguistically diverse background, and is an important way to improve interaction and engagement with the State’s diverse clientele.

This Policy sets out the Government’s principles and minimum standards for engaging interpreting and translating services in the delivery of Government services and programs.

4 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Deﬁ nitions ASLIA: The Australian Sign Language Interpreters Association is a national federation of professional associations for sign language interpreters.

AUSIT: The Australian Institute of Interpreters and Translators Incorporated is a professional association for translators and interpreters. AUSLAN: Australian Sign Language is a recognised language used by the Australian Deaf community. Competent interpreters and translators: Those who adhere to a professional Code of Ethics for Practitioners incorporating the principles of impartiality and confi dentiality, and performance that is accurate and faithful, and who meet at least one of the following criteria: 1. NAATI accredited, which can be achieved by passing a NAATI test; or by successfully completing a course of studies at an Australian institution approved by NAATI; or by providing evidence of specialised qualifi cations in translating and/or interpreting obtained from a recognised training institution outside Australia. 2. Obtained a formal qualifi cation in interpreting or translating from an accredited tertiary institution. In languages where there is neither training nor NAATI accreditation: 3. NAATI recognised, which requires evidence of English profi ciency, two referee reports and completion of a short training course. 4. Recognised by an approved or contracted service provider – such as the Translator and Interpreter Service (TIS), Deaf Interpreting Services (DIS), Kimberley Interpreting Service (KIS), or other private sector providers. 5. An employee of an organisation who is a Bilingual Worker with additional training in interpreting services e.g. completed a nationally accredited training module.

In interpreting, NAATI accreditation or a formal qualiﬁ cation from an accredited tertiary institution is available at a number of levels. This Policy refers to the paraprofessional and professional levels. The level of competence of an Interpreter or a Translator is commensurate with their level of accreditation or training. Indigenous: This includes Aboriginal and Torres Strait Islander people.

Interpreter: A person who conveys an oral or signed message or statement from one language into another with accuracy and objectivity to enable communication between two parties who use different languages.

Language services: Refers to actions taken by agencies to help people who have difﬁ culty in communicating in English, including the engagement of interpreters and translators and the use of planned multilingual information strategies. Language services in relation to this Policy does not refer to language maintenance.

5 NAATI: The National Accreditation Authority for Translators and Interpreters is a national standards body owned by the Commonwealth, State and Territory Governments of Australia. NAATI is also an advisory body for the Translation and Interpreting (T & I) industry in Australia providing advice and consultancy services on T & I standards, accreditation, recognition, revalidation, the role and conduct of Translators and Interpreters, and T & I skills in various settings.

Paraprofessional Interpreter: An interpreter qualiﬁ ed at paraprofessional level (NAATI accredited or Diploma of Interpreting equivalent) is capable of interpreting for general conversations, generally in a non-specialist context where specialised terminology, more sophisticated conceptual information or depth of linguistic ability is not required.

Paraprofessional Translator: A translator qualiﬁ ed at paraprofessional level who is capable of producing a translated version of non-specialised information.

Professional Interpreter: An interpreter qualiﬁ ed at professional level (NAATI accredited or Advanced Diploma of Interpreting or equivalent), or above who is capable of interpreting across a wide range of subjects involving dialogues at specialist consultations. Professional interpreters must be used in complex situations where an individual’s rights, health and safety are at risk, such as in hospitals and courts.

Professional Translator: A translator qualiﬁ ed at professional level (NAATI accredited or Advanced Diploma of Translating or equivalent) or above, who is qualiﬁ ed to work across a range of subjects involving documents with specialised content. Professional translators must be used in highly complex situations where an individual’s rights, health and safety are at risk, such as in hospitals and courts.

Translator: A person who makes a written transfer of a message or statement from one language into another language with accuracy and objectivity to enable communication between two parties who use different languages.

WAITI: The Western Australian Institute of Translators and Interpreters Incorporated is a State based professional association for translators and interpreters.

6 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Policy Objectives The Language Services Policy is intended to achieve the following objectives: 1. Western Australian Government services are responsive to the needs of clients who are unable to communicate effectively in spoken or written English. 2. Government agencies have improved interactions with clients for whom English is not a ﬁ rst language. 3. The rights of Western Australians, who are unable to communicate effectively in spoken or written English, to access Government funded services are not compromised by this inability. Government Policy and Commitment The Western Australian Government is committed to providing accessible and responsive services to all Western Australians.

Clients not able to communicate through written or spoken English may require access to competent interpreters and translators when accessing and using Government services, depending on the particular service provided.

Government agencies are required to have policies for funding and delivering translating and interpreting services that take account of relevant Government policy, legal circumstances and the needs of current and potential clients. This includes determining situations where interpreters and translators ‘must’, ‘should’ or ‘may’ be used, based on the legislative requirement, particular service provided and/or the level of risk to clients’ rights, health or safety.

Aboriginal Languages For many Indigenous people, particularly those who live in regional and remote Western Australia, English is the second, third or even fourth language. While an Aboriginal language is the fi rst language for many of them, for many others, Aboriginal English, Pidgin, Kriol and Learner’s English is the fi rst language. Although there are some common lexical features between these languages and Standard Australian English, they differ markedly from each other in sounds or accent, grammar, vocabulary, meaning, use and style. For example, while many Indigenous people may be able to answer simple questions about their background and family, ask for items at the shop and hold short conversations about everyday occurrences, they would struggle to respond to complex questions with formal terminology as in the areas of health and the law. However, there is a perception among service providers that Indigenous people are more fl uent in English than many of them actually are. As a result, the development of interpreting services in Aboriginal languages and the use of interpreters for Indigenous people have lagged behind the development of these services and their use of the delivery of services to migrants.

7 Relevant Policy Documents Government policies that contain statements in relation to the provision of services include: 1. The Statement of Commitment to a New and Just Relationship between the Government of Western Australia and Aboriginal Western Australians (www.dia.wa.gov.au) 2. The WA Charter of Multiculturalism (www.multicultural.wa.gov.au) 3. The Policy Framework for Substantive Equality (www.eoc.wa.gov.au)

In addition, the Equal Opportunity Act 1984 provides a legislative mechanism to: • eliminate discrimination on the grounds of sex, marital status or pregnancy, family responsibility or family status, race, religious or political conviction, impairment, age or gender history in the areas of work, accommodation, education, the provision of goods, facilities and services, access to places and vehicles, land and the membership of clubs; • eliminate sexual and racial harassment in the workplace, educational institutions and accommodation; and • promote community recognition and acceptance of the equality of men and women, and the equality of people of all races, regardless of their religious or political convictions, their impairments or their age. Language Services Principles 1. Fundamental Public Sector values associated with the delivery of fair and equitable services and the achievement of substantive equality underpin the use of interpreting and translating services. 2. Minimum standards are required to uphold these fundamental values. 3. Accountability for the achievement of minimum standards is made transparent through monitoring and reporting by Government agencies. 4. Professional level interpreting and translating services are required in circumstances where the rights, health or safety of an individual are at risk or when the failure to provide an interpreter or translator may result in legal implications for the State of Western Australia.

8 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Minimum Standards for Using Interpreting and Translating Services Minimum standards provide guidance for the circumstances in which an interpreter or translator needs to be used, to enable Western Australians who are unable to communicate effectively in spoken or written English, to access services. 1. Western Australians who are unable to communicate through spoken or written English are made aware of: • their rights to communicate in their preferred language; and • when and how to ask for an interpreter. This is particularly important in the case of Indigenous people who are unable to communicate through spoken or written English. Due to the limited availability and use of Indigenous interpreters historically, Indigenous people would not request an interpreter as a matter of course. 2. The circumstances in which professional or competent interpreters and translators should be used are as follows. 2.1 Western Australians who are unable to communicate through spoken or written English are provided with professional level interpreters and translators in their preferred language where they: • need to be informed of their legal rights and obligations; • need to give informed consent; • are required to enter into a legally binding contract or agreement with the State and are not required to engage their own interpreter or translator; • require essential information to fully participate in decisions or proceedings relating to their rights, health and safety; or • require essential information to protect their rights, health and safety. 2.2 Interpreting and translation services are provided by professional interpreters and translators or persons who have completed an accredited interpreting or translating training course in all other situations. 2.3 In exceptional circumstances, where an interpreter is required but a professional or competent interpreter is not available, a person who has not been trained as an interpreter but who speaks and understands the language and English may be used. However, the decision to do so and the circumstances justifying that decision must be offi cially documented. 2.4 In the case of Indigenous Western Australians, experienced paraprofessional level interpreters should be used where professional level interpreters would otherwise be required, until such time as professional level interpreters in Aboriginal languages are available. 2.5 Persons under the age of 18 years must not be used as interpreters or translators. 3. Staff whose duties involve communicating with people who are unable to communicate effectively in written or spoken English are able to assess the need for an interpreter or translator and have an understanding of cross-cultural community communication and awareness. 4. Interpreters and translators need to respect clients’ rights to privacy and confi dentiality, and maintain confi dentiality in all matters relating to their assignments. Disclosure may only occur with client permission or as a result of the law requiring such disclosure.

9 Implementing the Language Services Policy To implement the WA Language Services Policy and ensure that people who are unable to communicate in spoken or written English have access to services that are responsive to their needs, Government agencies need to: 1. Commit to the appropriate use of professional and competent interpreters and translators in the delivery of services and programs to people who are unable to communicate in spoken or written English. 2. Determine when interpreters and translators ‘must’, ‘should’ or ‘may’ be used based on legislative requirement, the particular service provided and/or the level of risk to clients’ rights, health or safety. 3. Ensure that all staff who deal directly with clients are aware of how to determine the need for an interpreter. 4. Ensure that all staff who deal directly with clients are aware of how to access and use interpreting and translating services.

The following guidelines are practical instructions to assist government agencies implement the WA Language Services Policy and are based on the four mechanisms listed above.

1. Commitment to using competent interpreters and translators Effective communication between service providers and their clients is essential to delivering high quality services. Western Australia’s diverse population makes it vital for service providers to plan and deliver services that are responsive to the needs of clients who are unable to communicate in spoken or written English.

It is the responsibility of all agencies to ensure that policies and procedures relating to the use of interpreters and translators and the rights of clients adhere to this Policy as well as relevant statutory provisions and legislation including the Racial Discrimination Act 1975 (Cth).

Understanding demand Demand for interpreting and translating services is determined by: • the written and spoken English proﬁ ciency of your agency’s clients; • the number of clients and potential clients who require the services of an interpreter or access to translated material; • the nature of the service provided by your agency and the complexity of the language used in the provision of the service; and • the level of risk to the State of Western Australia, its agencies and instrumentalities arising from miscommunication.

It is important to know your agency’s current and potential client base. Collecting data on the preferred languages of your client group and their countries of origin is an important step to understanding the demand for interpreting and translating services. Agencies should access information either through their own databases or other sources about the number of clients who require interpreting and translating services and their preferred languages.

When preparing translated information it is also important to know that not all people are literate in their ﬁ rst language and not all languages, such as many Aboriginal languages and

10 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

some African languages/dialects, have an established written form. In these cases, verbal communication may be more effective and interpreters will need to be used.

The level of complexity in the language requiring translating/interpreting and the risk to government for each service area will need to be assessed by individual agencies that have responsibility for particular service areas. A client who has sufﬁ cient English to organise a parking permit, for example, may not have sufﬁ cient English to understand the implications of a complex medical procedure. Other people may not need an interpreter but may require written information to be translated or need assistance with writing in English. In the case of Auslan users, the majority will be comfortable reading and writing in English but will need an interpreter for face-to-face communication.

It is important for agencies to recognise that Aboriginal English spoken by many Indigenous people is considerably different to Standard Australian English. Indigenous clients, therefore, will often need interpreting services for effective communication. It is also important for service providers to recognise that Indigenous people may feel a sense of shame to admit their need for an interpreter. In addition, their linguistic behaviour can demonstrate gratuitous concurrence, which refers to a tendency of a speaker to agree with a proposition regardless of whether they in fact agree or even understand it. Indigenous people may also engage in ‘scaffolding’, a linguistic concept where they adopt the wording and grammatical structure of the person they are communicating with, without intending to convey the expected meaning, creating an impression they are more ﬂ uent than they actually are.

Agencies may wish to refer to the Policy Framework for Substantive Equality, overseen by the Equal Opportunity Commission’s Substantive Equality Unit, in relation to determining need.

Planning for interpreting and translating costs Interpreting and translating services cost money, whether they are provided through a freelance interpreter or translator, a language services provider or by in-house employees. Government agencies have an obligation to plan and budget for interpreting and translating services in advance to ensure that these services are available when the need arises.

Based on an understanding of the likely demand for interpreting and translating services, agencies will, as part of their budget process, need to: • identify available funding sources; and • determine appropriate purchasing methods to maximise available resources.

Determining appropriate purchasing methods Both staff and clients need to be conﬁ dent that interpreting and translating services are of the highest quality. Maintaining and promoting the professionalism of these services is therefore extremely important.

It is the responsibility of agencies to ensure the use of translators and interpreters in accordance with this Policy, in particular through the use of professional and competent interpreters and translators as appropriate, thereby ensuring the quality of the services provided. To facilitate this, agencies should ensure that interpreters and translators used: • meet the requirements for professional or competent interpreters or translators as deﬁ ned in this Policy;

11 • adhere to a professional code of ethics that includes the principles of impartiality, neutrality and conﬁ dentiality; and • have quality assurance systems designed to achieve accuracy and faithfulness in interpreting and translating services in place.

The method of purchasing interpreting and translating services should be based on likely demand patterns and expenditure and best value for money. Whichever method is chosen, it is important that frontline staff know whom to contact when an interpreter or translator is needed.

Ad-hoc buying Where demand and expenditure are low or unpredictable, agencies may wish to procure interpreting and translating services on an as needs basis from freelance interpreters or translators or a language services provider.

Contracts with language services providers Where there is signiﬁ cant expenditure on interpreting services, agencies should assess the beneﬁ ts of establishing a formal contract with an approved language services provider.

Contracts entered into by Government agencies must comply with the policies and procedures of the State Supply Commission, available at www.ssc.wa.gov.au

In the case of Indigenous interpreters, the most suitable method of purchasing the service required would be either to contact the Aboriginal Language Centre in the region in which the interpreting service is required, or in the Kimberley region by contacting the Kimberley Interpreting Service (KIS).

Direct employment Some agencies directly employ full-time or part-time interpreters or bilingual workers where: • there is stable and signiﬁ cant demand in a given language; and/or • interpreters using particular languages are often needed in emergency situations, such as in hospitals.

This approach is not suited to agencies with low levels of demand or where there are changing levels of demand in different languages. It is not likely to be suitable for Indigenous interpreting.

Where agencies engage people, on a regular basis, who are not NAATI recognised or accredited, or who do not have a formal qualiﬁ cation in interpreting or translating from an accredited tertiary institution, but can justify the ongoing use of such interpreters or translators for their business purposes, they should consider funding the training of these staff members to become interpreters/translators.

Recording data for ongoing monitoring Monitoring the effectiveness of interpreting and translating services is an important part of ensuring that services are responsive to the needs of clients. It entails recording relevant data and measuring outcomes.

Recording the demand for services assists the service provider in developing and maintaining appropriate levels of service to meet client needs. Service providers can record a number of

12 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

variables as appropriate for their agency including: • clients’ preferred language and interpreting needs; • expenditure on the various components of translating and interpreting services; • time required to deal with each client’s needs; and • appropriate data on bilingual workers and in-house interpreters.

Measuring the success or otherwise of interpreting and translating services enables agencies to assess their practices and procedures and implement continuous improvement. Client satisfaction can be gauged through surveys (oral/written) and encouragement for clients to provide feedback at all stages of interaction between client and service provider in ways that suit the client. Complaints from clients should be similarly assessed, recorded and used to implement continuous improvement. Procedures should be in place to deal with complaints or grievances from clients, interpreters and translators.

Monitoring demand and measuring success are complex procedures that require agencies to develop culturally appropriate instruments and procedures speciﬁ c to their service. As mentioned above, Indigenous people may demonstrate a linguistic tendency for gratuitous concurrence, which may mask real levels of dissatisfaction. Also, the formulation of surveys need to account for the fact that Indigenous people often do not interpret negative questions in the same way as speakers of Standard Australian English. These factors and others will inform the development of tools and procedures for monitoring demand and measuring success.

Recording data will enable agencies to compare existing client groups with the demographic proﬁ le of the wider catchment area or target demographic. This has two advantages. First, it provides a broad understanding of access to services by people from culturally and linguistically diverse backgrounds and Indigenous people who require assistance with interpreting and translating. Second, it means agencies can monitor changes in demand over time. Agencies are then able to assess whether current service delivery arrangements provide value for money and are effective in meeting client needs.

13 2. When interpreters and translators ‘must’, ‘should’ or ‘may’ be used

Determining when professional interpreters and translators ‘must’, ‘should’ or ‘may’ be used depends on: • the client’s ability to communicate in English; • the purpose of the communication and the kind of information, including its complexity, that needs to be conveyed; • the client’s ability to effectively communicate in a stressful or unfamiliar environment; • whether the client prefers to communicate in his/her own language, even though he/she can communicate in English; and • the risks of miscommunication and the potential for legal liability or legal consequences for the State of Western Australia, its agencies or instrumentalities.

Ability to communicate in English In some cases, it will be obvious that agencies need an interpreter to communicate with clients. In other cases, the need may be more difﬁ cult to assess. In the case of Indigenous clients it is likely to be particularly difﬁ cult, more so in the case of those who speak Aboriginal English.

The ability to use conversational English does not always mean that complex conversations or technical terms such as those used by doctors, nurses or lawyers are understood. A person may have sufﬁ cient English to respond to basic questions but may not be able to manage a formal interview or complex discussion without an interpreter.

Appendix 1 comprises questionnaires that can be used to assess the need for an Indigenous interpreter or an interpreter in a migrant language. These should be used whenever you are unsure about the need for an interpreter.

The purpose of the communication and the kind of information, including its complexity, that needs to be conveyed A range of communication situations will occur throughout the course of providing a service. These may involve basic communication exchanges such as the collection of personal information for the purposes of ﬁ lling out a form or collecting client data. They may involve giving the client information to assist them to access appropriate services. Or they may involve informing clients of their legal rights or giving clients critical information to assist them to make an informed decision. In each circumstance, the purpose of the communication is a critical factor in assessing when an interpreter or translating service is required. (Also note the Minimum Standards for Using Interpreting and Translating Services, p9.)

Agencies should assess each case individually, with due regard for relevant statutory provisions and legislation including the Racial Discrimination Act 1975 (Cth). Where the purpose of communication does not bear on the rights, health and safety of the individual, such as in the collection of personal data, it may be appropriate to use a person, over the age of 18 years, who is non-qualiﬁ ed or untrained.

14 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

In exceptional cases urgency may require the use of family or friends (over the age of 18) to assist in basic communication exchanges. In some cases a client may ask to use a family member or friend to interpret for them. Unqualifi ed friends or family members will not, by defi nition, be a competent interpreter. In addition, they may be emotionally involved or lack impartiality, and are not bound by the same standards of conduct as qualifi ed interpreters. However, if this action does not compromise the service being provided, and does not expose the State of Western Australia, its agencies and instrumentalities to legal liability or other legal consequences, a family member or friend (over the age of 18) may be used. The decision to use a family member or friend for interpreting purposes and the exceptional circumstances which led to the urgency must be offi cially documented.

In all cases where a competent interpreter or translating service has not been used, details of the decision and the circumstances justifying that decision should be speciﬁ cally documented.

The Decision Tree for Engaging an Interpreter (Appendix 2) can be a useful resource for assisting agencies to determine the kinds of communication exchanges that require the use of competent interpreters or translators.

Government liability and risk of miscommunication The WA Language Services Policy includes minimum standards for using interpreters and translators to facilitate the delivery of services as well as the minimisation and management of legal risks to the State of Western Australia, its agencies and instrumentalities.

Interpreters and translators who are either accredited at the professional level or who have obtained formal qualiﬁ cations at the level of Advanced Diploma or higher are competent in working across a range of subjects. Professional level interpreters must be used in situations where an individual’s rights, health and safety are at risk and/or where the failure to provide a professional interpreter or translator may give rise to legal liability or legal consequences on behalf of the State of Western Australia, its agencies or instrumentalities. These situations will vary from agency to agency and depend on the service area.

Each agency is required to assess which service areas carry the highest risk and liability, and take steps to ensure that professional interpreters and translators are made available in the provision of these services if required. In situations where there is minimal risk or which involve the exchange of basic information such as personal details, it may not always be necessary to procure the services of a professional level practitioner, and an interpreter or translator of a lower level qualiﬁ cation may be used. In the case of Indigenous clients, the current lack of professional level interpreters means the use of experienced paraprofessional interpreters will be required for the time being.

Competent interpreters and translators may not always be available in the required language. This is particularly the case for new and emerging languages and for Aboriginal languages. In these cases the reasons for using non-qualiﬁ ed or untrained interpreters need to be justiﬁ ed and must be documented.

Appendix 3 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 a competent interpreter is unavailable.

15 3. How to determine the need for an interpreter It is important that staff who deal directly with clients know how to determine if a client needs an interpreter. It is not acceptable to simply rely on clients to request an interpreter as many clients may not be aware of their right to ask for an interpreter or be able to ask for one in English.

Agencies need to ensure that staff know:

• how to determine when a client needs an interpreter; and • which communication exchanges require the use of professional interpreters and translators.

How to determine when a client needs an interpreter All staff who deal with clients should have access to the questionnaires for determining the need for an Indigenous interpreter and migrant language interpreter. These resources are designed to assist staff in determining whether or not a client is able to understand and participate in a communication exchange without the assistance of an interpreter. There is no questionnaire necessary for clients who use Auslan as they will almost always require the assistance of an interpreter and should have an interpreter present in all circumstances.

Identifying languages Guessing a client’s language based on their country of birth can be unreliable. In the case of Indigenous people, overlapping dialects/languages within a language family can make distinctions between the dialects quite minimal. If a client is unaccompanied by an English- speaking person, you may need to use a telephone interpreter, call on bilingual staff, contact an Aboriginal Language Centre or use visual aids to identify their spoken language.

For example, a person from China may speak Mandarin, Cantonese, Hakka or any of a number of other Chinese dialects. In situations where a client speaks a particularly rare dialect, it may be useful to identify whether they also speak another language, and how well. For example, someone born in Malaysia may have Hakka as their ﬁ rst language and Bahasa Malaysia as their second. If there are no interpreters who speak the client’s preferred language, you may be able to arrange an interpreter who speaks their second language.

Staff awareness of agency protocols All staff should be made aware of their agency’s protocols regarding when professional interpreters and translators ‘must’, ‘should’ or ‘may’ be used. Agencies are responsible for communicating the Language Services Policy to staff and ensuring that staff know how the Policy relates to service delivery within the agency.

Agencies should make it clear to clients that professional and competent interpreters are engaged to serve the interests of both clients and agencies.

A client may feel more comfortable working with an interpreter if a family member or friend is present. In these cases it should be understood that the interpreter is responsible for interpreting between the staff member and the client.

The rights and responsibilities of all parties in a communication exchange are summarised in Appendix 3.

16 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

4. How to access and use interpreting and translating services

Finding an interpreter or translating service Agencies can access competent interpreters and translating services in a number of ways.

Language services providers Language services providers arrange the supply of competent interpreters or translators.

Professional interpreting and translating agencies are listed in the Yellow Pages. Accredited interpreters and translators can be found using the NAATI Directory of Accredited and Recognised Practitioners of Interpreting and Translating, which is available at www.naati.com.au. Professional associations also maintain online directories available at www.ausit.org or www.waiti.org.au.

Where bilingual workers, full-time or part-time interpreters are employed, agencies should consider making this information as broadly available as is appropriate.

Aboriginal Language Centres Language groups are kin–based with kin relationships usually accorded priority in an Indigenous person’s life. Speakers of a particular language usually occupy a speciﬁ c area within a broader region. In addition to the distinctiveness of Aboriginal languages, the cultural nuances associated with kin groups vary from region to region and can impact heavily on the provision of interpreter services. Given this diversity, Aboriginal Language Centres that have a strong regional focus are best placed to advise on interpreter services due to their in- depth understanding of language use, regional culture, customs and traditions, and strong regional networks. Appendix 5 provides a list of Aboriginal Language Centres.

Available interpreting services There are three types of interpreting services available in Western Australia.

On-site interpreting An on-site interpreter attends a meeting in person and should generally be used in situations where complex, sensitive or lengthy matters need to be discussed.

On-site interpreters offer a face-to-face service by facilitating both non-verbal and verbal communication. This results in a broader understanding of the information than occurs with telephone interpreting, where the interpreter cannot see either the client or staff member.

On-site interpreting is generally more expensive than other interpreting options and requires advance notice, particularly where interpreters are required to travel long distances. The availability of on-site interpreters may also be limited in some rural and regional areas, although on-site interpreting would be the preferred option for Indigenous people in rural and remote locations.

Most interpreting agencies have a minimum fee for on-site interpreting. If a session with an interpreter takes less than the minimum time, your agency will still be charged the full minimum. Increased value for money can be obtained by scheduling consecutive interviews with clients with the same preferred language.

17 Telephone interpreting A telephone interpreter delivers a service over the telephone.

Telephone interpreting may be particularly useful in emergency situations when you need immediate assistance. It may be less expensive and more anonymous than on-site interpreting. It is also more widely used in remote or regional areas.

Telephone interpreters can also be used to establish the language spoken and the nature of an enquiry before an on-site interpreter is called. Telephone interpreting can be pre-booked and is generally charged per 15 minutes.

Telephone interpreting is not suitable for interviews of a sensitive or complex nature. Telephone interpreters cannot take account of non-verbal signals and some clients, such as the elderly, may not be comfortable using the telephone. In some instances, a face-to- face meeting with an interpreter may be better.

Telephone interpreting is not suitable for Auslan users or other people with hearing impairment or where forms need to be ﬁ lled in. Agencies can make use of TTY, a teletype system over a phone-like appliance where the message is not spoken, but typed, and turns up in type on the other end.

Videoconference interpreting Videoconference interpreting uses an interpreter to deliver a service through video link.

This type of interpreting service enables large groups of people to take part in a discussion and can be organised at short notice where the necessary facilities are available.

Videoconference interpreting may appeal to organisations in rural and regional locations that ﬁ nd it difﬁ cult to access, or meet the travel costs associated with, on-site interpreting services. Using videoconferencing may save organisations time and money. It is an ideal alternative where on-site interpreting is not available.

Videoconferencing technology is available through many government ofﬁ ces including the Western Australian Telecentre Network, hospitals, TAFE institutions, local councils and courts.

One disadvantage is that some people may lack the knowledge or conﬁ dence to use the required technology. Not all agencies can offer videoconferencing. Charges for videoconference interpreting are similar to those for on-site interpreting but there may be additional telecommunications costs.

Available translating services Most translating service providers offer a range of services including: • basic translations; • checking of text; • editing translations for publication; • multilingual desktop publishing and design and e-translations; and • preparation of bromide-quality hardcopies suitable for printing.

Translating agencies should be able to provide the fi nal translation in hardcopy and/or electronically. If you receive the fi nal translation electronically make sure to specify the fi le type needed. Unless your computer system has special multilingual software, you may

18 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

have difﬁ culty with electronic ﬁ les containing foreign language characters, such as Chinese or Arabic scripts.

This problem can be avoided by asking for documents in PDF format. You may also need to conﬁ gure your computer or check that the computer and printer memory are sufﬁ cient to download and print documents in other language scripts or fonts.

Audio and videotape translations Audiotapes or videotapes of important information can be played in the ofﬁ ce or at home and are an alternative to written translations. These are worth considering if your clients have limited literacy in their preferred language. Reasons for this may include limited or disrupted schooling for various reasons, such as war or displacement.

Consultation: the key to producing effective information The number of potential clients using a particular language is not the only relevant factor when choosing appropriate languages for translation.

To ensure that printed materials are useful and culturally appropriate, it is important to consult with Indigenous and ethnic community organisations, community workers (preferably those that work in the specifi c fi eld covered by the information material) and/or potential clients. These people will have additional insight into the following crucial factors: • some clients who do not need an interpreter for verbal communication may still prefer written information to be translated. In the case of Auslan users, the majority will be comfortable reading and writing in English; • some people may not be literate in their preferred language. This will generally be the case for many Indigenous people in remote communities and those from countries with oral traditions; • workers in the fi eld can advise about which language groups have a signifi cant need for translated information; • smaller, recently arrived communities are likely to have fewer alternative information sources, such as internet access and community networks, than established communities; • some language groups regard printed information as a more useful source of information than verbal sources; and • some languages do not have a written form or have had a written language for a short period of time only. As a result they have no history of using written texts for information.

In most cases, the most effective communication strategy will be a combination of translated material with other information distribution strategies.

Staff awareness training Successful delivery of interpreting and translating services requires more than staff awareness of government policy, legislation and agency obligations and how to ﬁ nd interpreter or translator services. Staff must be able to put policy, legislation and obligations into practice.

19 They should know how to: • identify when a client needs an interpreter, and in what situations; • communicate effectively through an interpreter and avoid communication problems; • identify and deal with sensitive gender, ethno-speciﬁ c and religious issues; • determine the form of interpreting – face-to-face, telephone, video – best suited to particular situations; and • deal with complaints about interpreting and translating services. Agencies that regularly use interpreters should provide interpreter awareness training, preferably as part of staff induction. Training can be highly successful at overcoming initial staff resistance to interpreters by helping staff understand the importance of addressing language barriers and how to organise interpreting services.

20 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

APPENDIX 1 Questionnaire for Determining if an Interpreter is Required Aboriginal Languages This test was developed by the Northern Territory’s Aboriginal Interpreter Service. The full guidelines are available at http://www.dlghs.nt.gov.au/__data/assets/pdf_ﬁ le/0019/6544/Guidlines.pdf.

The test is structured in three stages and involves asking questions The following test method that are designed to see how far the person can understand should only take a few English and how well they can respond using English. minutes. It is designed to STAGE 1 see how much someone “Before we talk about ______, I need to be sure that we can can understand English. communicate effectively in English. It involves laying a few ‘word traps’ to uncover the I am going to ask you some questions to see how you answer potential for unrecognised them. This will help us work out if you need an interpreter. Let me ask you this question fi rst: miscommunication. Do you have any diffi culties with speaking or understanding Instructions for administering English?” the test: If the interviewee does not respond or if they answer yes, but can 1. You should take notes give no clear details, then there is no need to proceed further, an interpreter is warranted. of the interviewee’s response for checking. STAGE 2 “Now I’m going to ask you a few questions about yourself so that 2. Speak clearly in plain I can check that you are able to give me information in English. Australian English. Please listen to my questions and answer them as well as you 3. After you ask each can. question give adequate • Can you tell me where you were born and your date of time for a response. 30 birth? seconds is not too long. • What education have you had? 4. If a response or lack of • Do you know how to read and write English? (If yes, then ask them to read a newspaper headline and to write: I know response shows that how to read and write in English) the question may not • I would like to fi nd out if you have enough English to tell have been understood, me a story. So tell me a little bit about your country where investigate this further: you come from – for example, things like where it is, what it looks like and what bush tucker you can fi nd there.” • Repeat the question If the interviewee’s responses are inappropriate to the questions • Ask the person to OR if answers are only one or two words long OR if the interviewee repeat the question cannot come up with a few clear sentences for the last question, then there is no need to proceed further as an interpreter is 5. If the person cannot warranted. answer or repeat the STAGE 3 question, an interpreter’s “Now I’m going to ask you just a few more questions. This time I assistance is required. might try to make some questions a little bit tricky or ask them in Warning: another way so I can see if you stay on track. This test is a guide only. • When you were born was that this century or last century? Even where the interviewees • When you were growing up in Sydney, was the food good? “pass”, it is no guarantee that • Gough Whitlam comes from your community too! That’s they can understand complex right isn’t it? explanations about medical • How long did you go to school in Canberra; was it more than procedures and /or legal one year? issues. • Okay this is the last question: are you satisfi ed that we can go ahead in English or do you think we need an interpreter?” If the responses don’t match the questions or fails to recognise and rectify false insertions about Gough Whitlam, Sydney or Canberra, then an interpreter is required.

21 Questionnaire for Determining if an Interpreter is Required Migrant Languages This test was adapted from the Northern Territory’s Aboriginal Interpreter Service Test for Aboriginal Languages.

The test is structured in three stages and involves asking questions The following test method that are designed to see how far the person can understand English should only take a few and how well they can respond using English. minutes. It is designed to STAGE 1 see how much someone “Before we talk about ______, I need to be sure that we can can understand English. communicate effectively in English. It involves laying a few ‘word traps’ to uncover the I am going to ask you some questions to see how you answer them. This will help us work out if you need an interpreter. Let me ask you potential for unrecognised this question fi rst: miscommunication. Do you have any diffi culties with speaking or understanding Instructions for administering English?” the test: If the interviewee does not respond or if they answer yes, but can give no clear details, then there is no need to proceed further, an 1. You should take notes interpreter is warranted. of the interviewee’s response for checking. STAGE 2 “Now I’m going to ask you a few questions about yourself so that I 2. Speak clearly in plain can check that you are able to give me information in English. Please Australian English. listen to my questions and answer them as well as you can. 3. After you ask each • Can you tell me where you were born and your date of birth? question give adequate • What education have you had? time for a response. 30 • Do you know how to read and write English? (If yes, then ask seconds is not too long. them to read a newspaper headline and to write: I know how to read and write in English) 4. If a response or lack of • I would like to fi nd out if you have enough English to tell me a response shows that story. So tell me a little bit about the country you came from. For the question may not example- where is it, what did you do there, how is it different have been understood, from Australia.” investigate this further: If the interviewee’s responses are inappropriate to the questions OR if answers are only one or two words long OR if the interviewee • Repeat the question cannot come up with a few clear sentences for the last question, then • Ask the person to there is no need to proceed further as an interpreter is warranted. repeat the question STAGE 3 5. If the person cannot “Now I’m going to ask you just a few more questions. This time I answer or repeat the might try to make some questions a little bit tricky or ask them in question, an interpreter’s another way so I can see if you stay on track. assistance is required. • When you were born was that this century or last century? Warning: • When you were growing up in Sydney, was the food good? This test is a guide only. • Gough Whitlam comes from your community too! That’s right isn’t it? Even where the interviewees • How long did you go to school in Canberra; was it more than “pass”, it is no guarantee that one year? they can understand complex • Okay this is the last question: are you satisfi ed that we can go explanations about medical ahead in English or do you think we need an interpreter?” procedures and /or legal issues. If the responses don’t match the questions or fails to recognize and rectify false insertions about Gough Whitlam, Sydney or Canberra, then an interpreter is required.

22 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

APPENDIX 2 Decision Tree for Engaging an Interpreter

Refer to Does the Appendix 1 client/interviewee Continue with to determine if an need an interpreter? no interview/consultation interpreter is required yes In all instances a competent interpreter should be Is a used. Refer to definitions. qualified/accredited onsite interpreter yes Use the interpreter readily available?

Would interpreting Use the telephone by phone be yes interpreting service appropriate?

If appropriate, is a Use the interpreter no recognised interpreter yes available onsite?

If appropriate, Use the staff member to gather is a trained sufficient information to deal bilingual staff member yes with the immediate problem. available? no - and the client no - and the is non-Indigenous client is Indigenous Use the Aboriginal liaison officer to help identify/communicate with Is an appropriate a family member or friend Aboriginal liaison officer over 18 years of age yes available? ( if available) to gather sufficient information to deal with the no immediate problem.

Can the Postpone until a time appointment yes when an competent be postponed? interpreter is available no

Should the situation be an emergency Is a Use the family member/friend and cannot be family member or friend to gather sufficient deferred over 18 years of age yes information to deal with the available? immediate problem no

Document reasons for doing so. Deal with the emergency in Arrange another time when a accordance with current agency competent interpreter is operating procedures available if necessary.

Please note: This is a guide only. Government agencies will need to use this guide within their specific operational environment.

23 APPENDIX 3 Rights and Responsibilities of Parties in a Communicative Discourse

RIGHTS RESPONSIBILITIES Non-English • Not to be disadvantaged in accessing • Respect the right of the agency to engage a speaker or deaf government services competent interpreter person • Respect including not being coerced • Respect the role of an interpreter into communicating in broken English • Not ask personal details of the interpreter • Request an interpreter or translated • Be punctual and cooperative information in preferred language and to request specifi c consideration of gender & religious/ cultural/ kinship affi liations • Access to a competent Interpreter Agency staff - • Request the services of a competent • Provide services that are non-discriminatory and do not English speaker interpreter or translator result in disadvantage to any client due to language/ • Professionalism from interpreter or cultural barriers translator including compliance with • Request the services of a competent interpreter or the AUSIT Code of Ethics translator and provide adequate job specifi cations • Quality service from a interpreting • Treat the interpreter or translator with respect service provider • Ensure that the client is aware of the interpreter’s role • Ensure the interpreter is able to work in a safe, healthy environment • Provide the interpreter with adequate pre interview briefi ng and post interview debriefi ng • Deal with disputes/grievances promptly and appropriately • Maintain professionalism Accompanying • Attend interview by agreement from • Not to interfere with interpreting persons all parties • Provide support and speak only to the interviewee - family • Not to ask questions of the interpreter after the - friends interview - relatives Interpreter/ • Respect as a professional • Comply with the principles of impartiality and Translator • Adequate briefi ng prior to an confi dentiality interview • Provide a quality service, measurable in terms of • Adequate instructions for both accuracy and faithfulness translations • Wear appropriate interpreter identifi cation or carry • Safe and healthy working conditions appropriate identifi cation • Participate in briefi ngs and debriefi ngs • Maintain professionalism including being punctual and by dealing with complaints promptly and appropriately • Maintain skills by undertaking regular professional development Service • Adequate job specifi cations from • Provide a high quality service to agencies provider agencies • Deal with disputes, grievances promptly and • Reliability and professionalism from appropriately Interpreters and Translators • Provide formal identifi cation badges for interpreters which include their accreditation status • Treat Interpreters and Translators with respect • Provide support to Interpreters and Translators –safety, constructive feedback, proactive communication, transparent and fair job allocation, incentives for professional development & training • Provide professional development and training opportunities

24 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

APPENDIX 4 Countries and main languages used Country Main Languages Used Afghanistan Pushtu, Dari, Uzbeki, Tajik, Turkmani Albania Albanian, Greek Algeria Arabic, Berber dialects, French Angola Portuguese, various Bantu languages Antigua and Barbuda English Argentina Spanish, Italian, German, Native American Indian languages Armenia Armenian, Arabic, Turkish, French, Russian, Azeri Aruba Dutch, Papiamento Australia English Austria German Azerbaijan Azerbaijani (Azeri), Russian, Armenian, Lezgin Bahamas English Bahrain Arabic, Farsi Bangladesh Bengali, English, Urdu, Assamese Barbados English Belarus Belarusian, Russian, Ukrainian, Polish Belgium Flemish, French, Dutch, German Belize English Benin French, Fon, Yoruba, West African languages Bermuda English Bhutan Dzongkha, Nepalese Bolivia Spanish, Quechua, Aymara Bosnia-Herzegovina Bosnian, Serbian, Croatian Botswana English, Setswana Brazil Portuguese, Spanish, German, Native American Indian languages Brunei Darussalam Malay, English, Chinese, Indian and native languages Bulgaria Bulgarian, Macedonian, Russian, Turkish, Romani, Greek Burkina Faso French, West African languages Burma Burmese, Kachin, Karen, Chin, Naga, Arkanese Burundi Kirundi, French, Swahili Cambodia Khmer, Mandarin, Teo Chiew, Vietnamese, French Cameroon French, English, various Afro-Asiatic, Nilo-Saharan, and Niger-Congo Languages Canada English, French Cape Verde Portuguese, Creole (Criuolo) Cayman Islands English Central African Republic French, Sangho, Arabic, Hausa, Swahili Chad Arabic, French, African languages Channel Islands Norman French, English Chile Spanish, Indigenous languages

25 Country Main Languages Used China Mandarin, Cantonese, Hakka, Hokkien, Teo Chiew, Tibetan, Mongolian Christmas Island Mandarin, Cantonese, Bahasa Malaysia, English Cocos Islands Cocos Malay, English Colombia Spanish, Native American Indian languages Congo French, Lingala, Kikongo Congo (Democratic Republic of) French, Swahili, Lingala, Ishiluba, Kikongo Cook Islands Cook Islands Maori, English Costa Rica Spanish, Creole, English Cote d’Ivoire (Ivory Coast) French, Diaula Croatia Croatian, Serbian, Hungarian, Italian, Slovak Cuba Spanish Cyprus Greek, Turkish Czech Republic Czech, Slovak, German Denmark Danish Djibouti Arabic, French, Afar, Somali Dominica English, French, Patois Dominican Republic Spanish East Timor Tetum, Portuguese Ecuador Spanish, Quechua Egypt Arabic (Egyptian), Armenian El Salvador Spanish Equatorial Guinea Spanish, Pidgin English, Fang, Bubi, Ibo Eritrea Arabic, Tigrinya, Tigre, Afar Estonia Estonian, Russian Ethiopia Amharic, Tigre, Tigrinya, Oromo (Galla), Guraghe, Somali Falkland Islands English Faroe Islands Faroese, Danish Fiji Fijian, Hindi, English Finland Finnish, Swedish Former Yugoslav Republic of Macedonia Macedonian, Albanian, Bulgarian France French, Breton, Basque, Corsican French Guiana French French Polynesia French, Polynesian Languages Gabon French, Fang Gambia English, West African languages Georgia Georgian, Russian, Armenian Germany German Ghana English, Brong, Ahafo, Twi, Fanti, Ga, Ewe, Dagbani Gibraltar English Greece Greek Grenada English

26 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Country Main Languages Used Guadeloupe French, Creole Guatemala Spanish Guinea French, Malinke, Susu, Fulani Guinea-Bissau Portuguese Criolo, West African languages Guyana English, Hindi, Amerindian languages Haiti French, Creole Honduras Spanish, Native American Indian languages Hong Kong Cantonese, other Chinese dialects Hungary Hungarian, Slovak, German, Rumanian Iceland Icelandic India Hindi, Bengali, Punjabi, Tamil, Urdu, Gujarati, Marathi, Parsi, English, Kashmiri, Malayalam, Oriya, Telugu, Kannada, Assamese, Konkani, Manipuri, Sindhi Indonesia Bahasa Indonesia, Chinese dialects, Dutch, Javanese, Sudanese, Madurese, Achinese, Minangkabau, Batak, Dayak, Menadonese, Buginese, Macassarese, Sasak, Toraja, Balinese Iran Farsi, Arabic, Armenian, Assyrian, Kurdish, Baluchi Iraq Arabic, Armenian, Assyrian, Kurdish, Chaldean Ireland English, Irish (Gaelic) Israel Hebrew, Yiddish, Arabic, Russian, Romanian Italy Italian, French, German Jamaica English Japan Japanese Jordan Arabic Kazakhstan Kazakh, Russian Kenya Swahili, English Kiribati English, local Micronesian language Korea, Democratic Republic of (North) Korean Korea, Republic of (South) Korean Kuwait Arabic Kyrgyz Republic Kyrgyz, Russian Laos Laotian, Miao/Meo, Hmong, Teo Chiew, Mandarin Latvia Latvian, Russian Lebanon Arabic (Lebanese), Assyrian, Armenian Lesotho Sesotho, Zulu, Xhosa, English Liberia English, West African tribal languages Libya Arabic Liechtenstein German Lithuania Lithuanian, Russian, Polish Luxembourg Luxembourgish, French, German Madagascar Malagasy, French Malawi English, Chicheva, Tombuka

27 Country Main Languages Used Malaysia Bahasa Malaysia, Hokkien, Cantonese, Tamil, English, Maldives Dhivehi Mali French, Bambara, Peul, Soninke, Malinke, Songhai, Dogon, Senoufo, Minianka, Berber Malta Maltese, English Marshall Islands Micronesian languages, English Mauritania Hassaniya Arabic, French, Pulaar, Senike, Wolof Mauritius French-Creole, Hindi, English Mexico Spanish Micronesia Micronesian languages, French Moldova Moldavian, Russian Monaco French, Italian Mongolia Mongolian Montenegro Montenegrin language, Albanian, Bosnian, Croation. Morocco Arabic, Berber, French Mozambique Portuguese, Bantu languages, Swahili Namibia Afrikaans, German, English, African languages Nauru Nauruan, English Nepal Nepalese, Newari, Bhutia, Maithali Netherlands Dutch, Frisian Netherlands Antilles Papiamento, Dutch, Spanish, English New Caledonia French, Melanesian languages, Tahitian, Wallisian New Zealand Maori, English Nicaragua Spanish Niger French, Hausa, Songhai, Arabic Nigeria English, Hausa, Yoruba, Igbo Niue Polynesian, English Norway Norwegian Northern Mariana Islands English, Chamorro, Filipino and Carolinian Languages Oman Arabic Pakistan Urdu, Punjabi, English, Pushtu, Baloch Palau Palau Micronesian, English Panama Spanish Papua New Guinea English, Melanesian Pidgin, Hiri Motu Paraguay Spanish, Guarani Peru Spanish, Quechua, Ayamara Philippines Tagalog, Cebuano Pitcairn English, Pitcairn dialect Poland Polish Portugal Portuguese Puerto Rico Spanish, English Qatar Arabic

28 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

Country Main Languages Used Reunion French, Creole Romania Romanian, Serbian, German, Hungarian Russian Federation Russian and various regional languages Rwanda Kinyarwanda, French, English Samoa Samoan San Marino Italian Sao Tome and Principe Portuguese Saudi Arabia Arabic Senegal French, Wolof, Pulaar, Serer Serbia Serbian, Hungarian, Slovak, Romanian, Croatian, Rusyn, Albanian Seychelles French, Creole, English Sierra Leone English, Mende, Temne, Krio Singapore Mandarin, Bahasa Malaysia, English, Tamil Slovakia Slovak, Czech, Hungarian Slovenia Slovene Solomon Islands English, Pidgin Somalia Somali, Arabic, English, Italian South Africa Afrikaans, English, Xhosa, Ndebele, Zulu Spain Spanish, Catalan, Basque, Galician Sri Lanka Sinhalese, Tamil, English St Helena English St Kitts & Nevis English St Lucia English, Patois Sudan Standard Arabic, English, Sudanese Arabic, Nubian languages, Beja, Bedawi, Dinka, Nuer Suriname Dutch, Surinamese, English Swaziland Swazi, English Sweden Swedish Switzerland German, French, Italian Syria Arabic, Armenian, Assyrian Tahiti Tahitian, French Taiwan Mandarin, Taiwanese Tajikistan Tajik, Russian, Farsi Tanzania Swahili, English Thailand Thai, Hokkien, Mandarin, Teo Chiew, Laotian, Bahasa Malaysia, Khmer Togo French, Ewe, Mina, Kabye, Cotocoli Tokelau Tokelau, Polynesian, English Tonga Tongan, English Trinidad & Tobago English, Hindi, Spanish Tunisia Arabic, French Turkey Turkish, Armenian, Kurdish Turkmenistan Turkmani, Russian, Uzbeck, Farsi

29 Country Main Languages Used Turks and Caicos Islands English Tuvalu Tuvaluan, Irikibati, English Uganda English, Swahili, Luganda, Lusaga, Teso Ukraine Ukrainian, Russian, Romanian, Polish United Arab Emirates Arabic, Farsi, English, Urdu United Kingdom English United States of America English Uruguay Spanish Uzbekistan Uzbek, Russian, Farsi Vanuatu Bislama, French, English, Pidgin Vatican City State Latin, Italian Venezuela Spanish, Native American Indian languages Vietnam Vietnamese, Cantonese, Teo Chiew, Mandarin Yemen Arabic Zambia English, Tonga, Nyanja and other Bantu Languages Zimbabwe English, Shona, Ndebele Please Note : This is not an exhaustive list. Adapted from : “Improving the Use of Translation and Interpreting Services : A guide to Victorian Government Policy and Procedures”, Victorian Ofﬁ ce of Multicultural Affairs, 2003

30 THE WESTERN AUSTRALIAN LANGUAGE SERVICES POLICY 2008

APPENDIX 5 Aboriginal Languages Ngardi Amangu Ngarinyin Andajin Ngarla Badimaya Ngarluma Balardung Ngatjumaya Bibbulman Nhanta Bidungu Nhuwala Buluguda Nyaki-Nyaki Bunuba Nyamal Banyjima Nyangumarta Bardi Nyikina Binjarub Nyiyaparli Daguda Palyku Damala Payungu Gajirrabeng Pinikura Gooniyandi Pintupi Goreng Pitjantjatjara Gwini Purduna Inggarda Putijarra Jaru Thalanyji Jawaliny Tharrkari Jiwarli Thiin Jurruru Wajarri Kalaamaya Wajuk Kalaku Walmajarri Kaniyang Wanggatha/Wangkatja Karajarri Wangkajunga Kariyarra Wangkajunga Kartujarra Wardandi Kija Warnman Kukatja Watjanti Kurrama Widi Malkana Wiilman Mangala Worrorra Manjiljarra Wudjaari Martuthunira Wunambal Martu Wangka Yapurarra Minang Yawuru Miriwoong Yindijibarndi Mirning Yinhawangka Mulyara Murrinh-patha Yulparija (Northern Territory language; has relevance in the Kimberley) Yuwat Ngaanyatjarra Post-contact languages Ngaatjatjarra Western Australian Aboriginal English Ngala (-wangka) Kriol

APPENDIX 6 Aboriginal Language Centres

Irra Wangga Language Programme – Geraldton Tel: 9923 9733 Fax: 9923 9744 Email: [email protected]

Karlkurla Language and Culture Aboriginal Corporation – Kalgoorlie Tel: 9091 4705 Fax: 9091 4704 Email: [email protected]

Kimberley Interpreting Service – Broome Tel: 9192 3891 Fax: 9192 3982 Email: [email protected]

Kimberley Language Resource Centre – Halls Creek Tel: 9168 6005 Fax: 9168 6023 Email: [email protected]

Mirima Dawang Woorlab-Gerring Language and Culture Centre – Kununurra Tel: 9169 1029 Fax: 9168 2639 Email: [email protected]

Wangka Maya Pilbara Aboriginal Language Centre – South Hedland Tel: 9172 2344 Fax: 9172 2355 Email: [email protected]

Level 10, Dumas House 10 Havelock St WEST PERTH WA 6005 Telephone 6217 8900 Facsimile 9321 5205 Email : [email protected] Internet www.multicultural.wa.gov.au

ROTTNEST ISLAND AUTHORITY Interpreter Services Procedure

Issued by: Justin Franklin Division: : Visitor Centre & Accommodation Services Accommodation Manager Approved by: Jonathan Mason Date of Issue: 1 November 2006 Manager Accommodation Reviewed: 5 April 2011. Services

Procedure

When a visitor presents a Western Australian Interpreter Card or cannot communicate with Visitor Centre staff.

1. Determine from either the card or other documentation the language spoken by the visitor. 2. Inform the client that you are making arrangements for an interpreter. If appropriate, initially use a qualified bilingual staff member to explain the situation or ascertain the problem. 3. Ask the client to wait while you call TIS* on 131 450 or WADS** on (08) 9441 2677. 4. Explain the situation to the operator and ask for an interpreter who communicates in the language shown on the card. 5. Be ready to give the following information:-  Name of your department.  Any relevant account of client code identification numbers.  Your name and contact telephone number.  Client’s details.  Preferred gender, dialect, country of birth of interpreter.  Time and address of venue if an on-site interpreter is required.

6. When you speak to the interpreter, briefly explain the situation. Let the interpreter know you have a single telephone handset.

*TIS – Commonwealth Translating and Interpreting Service **WADS – Western Australian Deaf Society Inc