:

Table of Contents

Introduction ..........................................................................................................................1
Acknowledgements..............................................................................................................3
POLICY DEVELOPMENT....................................................................................................3
Policy Development .............................................................................................................5
Introduction ......................................................................................................................5
Definitions and Quality Standards ....................................................................................5
Policy Considerations.......................................................................................................5
Principles and Standards..............................................................................................6
Contentious Issues .......................................................................................................6
Interpreting................................................................................................................7
Translators ................................................................................................................7
Other Issues..............................................................................................................7
Consumer Charters ......................................................................................................9
INTERPRETING ................................................................................................................11
Interpreters ........................................................................................................................13
Introduction ....................................................................................................................13
Definitions and Quality Standards ..................................................................................13
What is an Interpreter? ...............................................................................................13
Who can be an Interpreter? ........................................................................................13
Identifying and Communicating the Need for an Interpreter...............................................16
Introduction ....................................................................................................................16
Definition and Quality Standards....................................................................................16
When is an interpreter needed? .................................................................................16
When must an interpreter be provided?......................................................................16
Which clients need an interpreter? .............................................................................17
When to complete the Initial Contact Procedure Checklist .........................................17
When to complete the Communication Assessment Tool...........................................17
Form 1 - Initial Contact Procedure Checklist ..............................................................18
Communication Assessment Tool..................................................................................19
Form 2: Communication Assessment Tool .................................................................21
How to Book an Interpreter ................................................................................................23
Introduction ....................................................................................................................23
Definition and Quality Standards....................................................................................23
Booking an Interpreter for an Appointment during Normal Office Hours.....................24
Booking an Interpreter for an Appointment after Normal Office Hours........................25
Booking an Interpreter in Emergencies.......................................................................25
What if an interpreter accredited at the professional level is not available?................25
What if a client refuses to use an interpreter? ............................................................26
How to Work With an Interpreter........................................................................................27
Introduction ....................................................................................................................27
Definitions and Quality Standards ..................................................................................27
On Site Interpreting/Videoconferencing..........................................................................27
What to do during the Interview ..................................................................................28
What to do after the session .......................................................................................29
How to use the telephone interpreting mode..................................................................29
Recording Interpreter Service Provision.........................................................................29
Form 3: Interpreting Booking Record..........................................................................30
Sample Policy - Interpreting Services .........................................................................32
TRANSLATING..................................................................................................................35
Translators.........................................................................................................................37
Introduction ....................................................................................................................37
Definition and Quality Standards....................................................................................37
Qualifications, Skills and Attributes of a Translator.....................................................37
Professional translators ..............................................................................................37
Accreditation of Translators ........................................................................................38
Policy Consideration 2: Why Agencies should Engage Professional Translators.......38
Identifying the Need for Translated Material ......................................................................39
Introduction ....................................................................................................................39
Determining if you need a translation .............................................................................39
Know your community ....................................................................................................39
Research Sources..........................................................................................................40
Is the Document Already Available? ..............................................................................40
How to Undertake Translations..........................................................................................41
Introduction ....................................................................................................................41
Consultation with Client Target Group............................................................................41
Translation Process........................................................................................................41
Field-testing of Source Text ...........................................................................................43
Commission the Translation...........................................................................................43
Archiving Translated Publications ..................................................................................44
Form 4: Checklist for Undertaking a Translation.........................................................47
APPENDICES....................................................................................................................49
Appendix A - List of Acknowledgements............................................................................51
Appendix B - Ausit – Code of Ethics ..................................................................................53
General Principles ..........................................................................................................53
Code of Practice.............................................................................................................54
Supplementary Notes to the Code of Practice............................................................58
Appendix D - Language Chart ...........................................................................................59
Appendix E - Videoconferencing Facilities.........................................................................61
Goulburn Valley Health ..................................................................................................61
Department of Human Services - Shepparton................................................................61
Department of Human Services - Bendigo .....................................................................62
Department of Education, Employment and Training .....................................................62
Appendix F - Multilingual Publications Online ....................................................................63
Appendix G - Translation and Interpreting Services ..........................................................65
VITS LanguageLink........................................................................................................65
Translating and Interpreting Service (TIS)......................................................................65
Appendix H - Funded Access to Interpreting and Translation Services .............................67
Appendix I - Dealing With the Media..................................................................................69
Appendix J - List of Ethnic Media.......................................................................................71
Appendix K – Framework for Assessing and Managing Patient Communication...............73
Appendix L - Consumer Charters ......................................................................................75
Charter of Public Service in a Culturally Diverse Society............................................75
Public Hospital Patient Charter...................................................................................76
Appendix M - Population Profiles.......................................................................................81
Statistics – Country Of Birth........................................................................................81
Statistics – Language Spoken At Home .....................................................................83
Glossary of Terms .............................................................................................................85
Bibliography .......................................................................................................................86
 Introduction

Traditionally the Goulburn Valley and Campaspe regions, along with other rural areas in
Victoria, have been home to many post-war migrants who arrived in the early 1950’s,
many of whom never acquired the English language due to lack of opportunity or isolation,
or as they have grown older have reverted to their mother tongue.

In the Goulburn Valley Region, this first influx of immigrants was followed in the late 1990’s
by the arrival of refugees from countries such as Iraq, the former Yugoslav Republic and
Albania. The rapid influx of these groups has highlighted language barriers in accessing
primary care services.

In response to these issues, Goulburn Valley Primary Care Partnership (GVPCP) and the
Central Health Interpreter Service Inc. (CHIS) applied for and received funding under the
Department of Human Services Primary Care Partnership Best Practice Funding Program
to undertake the “Quality Language Services in Rural Primary Care Settings” project. The
project was undertaken in collaboration with Campaspe Primary Care Partnership and the
Ethnic Council of Shepparton and District and built on work previously undertaken with
CHIS and Goulburn Valley Health.

The project aimed to identify opportunities for best practice development in the provision of
interpreting and translation services to enable better access to rural primary care services
for people from diverse cultural and linguistic backgrounds. In particular the project has
sought to address the unique circumstances of rural services by:

Developing and testing collaborative and best practice approaches to quality

language service provision in rural primary care settings.

Documenting best practice approaches and disseminating this to PCP member

agencies and across PCP catchments.

Developing sample policies and procedures on how to work effectively with health
interpreters and translators.

The Quality Language Service Provision toolkit has been developed to provide a practical
resource for rural primary care providers and aims to assist PCP member agencies in
providing effective and efficient language services to their Culturally and Linguistically
Diverse (CALD) clients and communities. The manual includes best practice examples
which have been developed and field tested through the pilot projects undertaken as part
of the best practice project. A copy of the full project report, detailing the outcomes of
these pilot projects, is available through the GVPCP.

The toolkit is a practical “hands-on” resource that will provide PCP member agencies with
processes, policies and procedures that are easy to follow and to apply and can be
adapted to suit the needs of individual organisations and communities.

Language Services Toolkit Page 1

The purpose of the manual is to:

Provide practical information and resources, which can be adapted to suit individual
agency requirements.

Provide an understanding of best practice approaches for meeting the

communication needs of CALD clients.

Encourage agencies to provide and maintain a high quality standard of language

services.

Enhance staff awareness and use of best practice approaches to quality language
service provision.

This toolkit is not intended to be prescriptive, and needs to be implemented in the context
of the varying needs, settings, and capacity of each individual agency. Some agencies
may be able to implement many of the processes described, whereas others may only be
able to implement some.

The toolkit is presented in a format designed to enable agencies to add or replace sections
as new material is developed or revised. It is intended and expected that the toolkit will
compliment other resources, such as the Better Ethnic Access to Services (BEATS), to
support responsiveness to the needs of CALD clients and communities.

The toolkit can be accessed electronically through the GVPCP Knowledge Exchange
website at http://www.humehealth.com.au/community/gvpcp/index.php. Copies of the
“Quality Language Services in Rural Primary Care Settings” project report are available in
hard copy through the GVPCP office.

Your feedback on the toolkit is welcome, and can be directed to:

Goulburn Valley PCP Team Leader

P.O. Box 196, Numurkah 3636
Phone: 5862 2681
Email: [email protected]

Debra Cottrell
Chair
Goulburn Valley Primary Care Partnership

Language Services Toolkit Page 2

 Acknowledgements

Goulburn Valley Primary Care Partnership and Central Health Interpreter Service and our
project partners Campaspe PCP and the Ethnic Council of Shepparton and District, would
like to acknowledge the valuable contributions made by members of the Steering
Committee and Reference Group for the “Quality Languages Services in Rural Primary
Care Settings” project, and participants in the four pilot projects undertaken to develop and
field test the best practice approaches described in this toolkit. A full list of
acknowledgements is included in Appendix A.

In particular we wish to thank Ms. Sigrid Van Fondern, project officer, who co-ordinated
and supported the best practice pilot projects and has been instrumental in preparing this
toolkit.

Language Services Toolkit Page 3

POLICY DEVELOPMENT
 Policy Development

Introduction
There is an increasing expectation that Primary Care Agencies will be able to quantify and
demonstrate how they ensure that services are accessible and responsive to the needs of
the culturally and linguistically diverse communities they serve. Agencies will be subject to
a range of standards of standards and accreditation process which assess agency
performance in meeting these expectations.

The Government is committed to providing accessible services to all Victorians. As part of

this commitment, clients not able to communicate through written or spoken English
should have access to professional interpreting and translating services:
• when required to make significant decisions concerning their lives or
• where essential information needs to be communicated to inform decision
making

Government policies can be found at:

• Language Services Policy – www.dhs.vic.gov.au/multicultural
• Growing Victoria Together - www.growingvictoria.vic.gov.au/report.html
• Valuing Cultural Diversity - www.voma.vic.gov.au
• Improving the Use of Translating and Interpreting Services:
• A Guide to Victorian Government Policy and Procedures -
www.voma.vic.gov.au/domino/web_notes/voma/vomasite.nsf/Frameset/VOMA?
OpenDocumentAgencies should have policies

Definitions and Quality Standards

Agency policy provides the broad framework in which best-practice approaches to quality
language service provision can occur. Policies identify agreed principles which guide
decision making and seek to ensure that agreed standards are consistently applied
throughout all aspects of service to consumers, their carers and community. In general,
policies address questions of what our position is and why, and procedures address
questions of who, what, when and how a policy will be implemented.

Policy Considerations

When developing a policy, it is important to identify the scope of the policy; the principles
underpinning the policy; and to identify any contentious issues that should be addressed
through the policy. Questions to be answered include:

Is the policy organisation-wide and does it compliment the existing multicultural or

language policies of the organisation?
Is the policy about language services specifically or is it about responding more
broadly to cultural as well as linguistic diversity?

Language Services Toolkit Page 5

 Will there be one policy to cover interpreters, translations and ethnic media or will a
policy be developed for each area?
Who does the policy apply to and how will it be used in your organisation?
What are the key definitions, abbreviations and references that will be used?
Will the policy address contentious issues?

Principles and Standards

There are a range of standards and principles to be considered when developing or

reviewing policies in relation to language service provision. The following list of questions
is designed to help you think about the principles and standards to include in your
agencies policy:

Does the organisational policy reflect government policy on language services?

How does/will the policy reflect your agencies mission and values?
What are the risk management considerations & duty of care obligations that need
to be addressed?
Will the policy address social justice principles of access, equity and participation?
Does the policy need to recognise achievement of quality, industry and
accreditation standards?
What are the legislative requirements that must be complied with?
Are there any specific accountability requirements of funding bodies that need to be
reflected in the policy?
How are consumer rights and responsibilities to be reflected in the policy?

In keeping with the commitment to be practical, a list of references as a footnote to policy

documents is recommended, rather than a detailed description or regurgitation of
principles and standards which may be better described in their source documents. The
list of references provided in the Bibliography provides a useful starting point for
identification and clarification of values and principles in relation to language services.

The “Must, Should, Could” test is a useful way of sorting through the sometimes daunting
range of principles, standards, and issues to be considered, and help to set meaningful
policy direction. Asking the question "What are the obligations which must be achieved,
and achieved consistently?” can help to prioritise those principles and issues at the core of
agency policy. Ranking other issues in the “should” and “could” categories can draw
attention to the things that you aspire to as an organisation, while at the same time
recognising that policies can be reviewed and up-dated over time as agency capacity
evolves and matures.

Contentious Issues

From our consultations with member agencies, a range of contentious issues have been
identified. They include:

How agencies make decisions about the best use of scarce resources for language
services?

Language Services Toolkit Page 6

Will the policy address issues of effective control of scarce resources for language service
provision?

Will the policy address the agencies position in relation to?

The use of bi-lingual staff as interpreters and translators?

The use of family members as interpreters
The use of professional interpreters and translators.

To help you think about your agencies position on these issues, examples of “Policy
Considerations” are highlighted in the toolkit.

Procedures and Guidelines

This toolkit provides the appropriate guidelines, procedures and instructions necessary for
agencies to effectively deal with the broad range of language services issues. Many have
been provided as a series of 'take away' forms which service providers can use when
dealing with clients without direct reference to the toolkit.

Procedures address the questions of:

Who will do it?

What will they do?
When will they do it?
How it will be done?

The range of procedures you require will depend on the scope of your agency policies.
The following sections of this toolkit include some examples of procedures in relation to
language services:

Interpreting
Identifying the need for an interpreter
Booking an interpreter
Translators
Commissioning translations
Other Issues
Seeking funding and access to fee-free, interpreting and translation services
Budgeting and funding for language services
Collection of data including introduction of client data profiles, utilisation rates of
language services to enable evaluation and planning.
Recording the need for an interpreter on the patient’s file and establishment of a system
where an interpreter will be automatically arranged at subsequent visits.

Language Services Toolkit Page 7

Minimum requirements for Department of Human Services programs and funded
agencies

To comply with Government policy as outlined in the VOMA Guide, all departmental
programs and funded agencies must have policies and procedures in place to meet three
minimum language services requirements (VOMA Guide, pages 9 and 14).

Requirement 1
Clients who are not able to communicate through written or spoken English have access to
information in their preferred language at critical points. That is, when they:
• need to be informed of their rights;
• need to give informed consent; and,
• need to be advised of critical information relating to their health and wellbeing
and/or participate in decision making related to medical and other human service matters.

Requirement 2
Language services are provided by appropriately qualified professionals.

Requirement 3
Persons, including family members, under 18 years of age are not used as interpreters.

Language Services Toolkit Page 8

 Consumer Charters

Consumer charters are one way of recognising and communicating agency policy in
regard to language services. A consumer charter is a statement of consumer rights and
responsibilities and can provide the basis for a shared understanding between consumers,
carers, communities and service providers about what consumers can expect from the
service or organisation they are accessing.

Examples are provided in Appendix M.

The following Best Practice Example of a consumer charter which has been translated into
Italian.

Best Practice Example: Campaspe PCP Consumer Charter

As part of the Quality Language Services in Rural Primary Care Settings best practice project, the
Consumer Charter of Rights and Responsibilities for Campaspe PCP was translated into Italian. The
charter was written by consumers for consumers in collaboration with the Campaspe Primary Care
Partnership. Translation of the charter was commissioned using the procedures in this toolkit. The
following example is an extract only. Please contact Campaspe PCP for further information about the
full charter document and Italian translation.

English Italian
The Campaspe Primary Care Partnership La Campaspe Primary Care Partnership ritiene che:
believes that:-

The term consumer is based on the conscious La parola ‘utente’ sia basata sulla conscia asserzione
assertion that service users are individuals who are che coloro che usano un servizio sanitario sono individui
able to make informed decisions when they have capaci di prendere decisioni ragionate quando hanno
access to appropriate information. Consumers are accesso alle appropriate informazioni. Gli utenti sono
as diverse as the community in which they live, and altrettanto diversi quanto è diversa la comunita in cui
have individual requirements which may change vivono, ed hanno necessità individuali che potrebbero
over time; cambiare con il tempo;

Health is a complete state of physical, mental and La salute sia uno stato completo di benessere fisico,
social well-being and not merely the absence of mentale e sociale e non significa solamente-l’assenza di
disease or infirmity; malattie o infermità;

The fundamental conditions and resources for good Le condizioni e le risorse fondamentali per la buona
health are: peace, shelter, education. Food, income, salute sono: pace, riparo, educazione, cibo, reddito, un
a stable eco-system, sustainable resources, social sistema ecologico stabile, risorse sostenibili, giustizia
justice and equity; sociale ed equità;

There is strength, resilience, leadership and Ci sia forza, capacità di ripresa, senso di direzione e
intelligence within the communities in the intelligenza tra le comunità del Campaspe Shire e che
Campaspe Shire and that these communities be queste comunità dovrebbero avere l’opportunità di
given every opportunity to determine their future; determinare il loro futuro;

Consumer participation in the Primary Care La partecipazione degli utenti alle iniziative della
Partnership Initiative is an ethical and democratic Primary Care Partnership sia un diritto etico e
right; and, democratico; e,

Consumer-focused services are created by inquiring Consultando la comunità, facendo piani e lavorando
into, planning, acting and evaluating with the insieme, e soppesando tutti gli esiti aiuti a creare servizi
community. sanitari diretti specificatamente agli utenti.

Language Services Toolkit Page 9

INTERPRETING
 Interpreters

Introduction
Primary care agencies may require the use of interpreters in a number of situations:

In communicating with individual clients and/or their family members

In undertaking health promotion activities
In consulting with communities about health service needs and expectations to
inform service development or quality improvement

In each of these settings the obligation is on the health care worker to:

Determine the client’s need for an interpreter

Do everything possible to provide an interpreter if the need for an interpreter has
been established
Ensure that the interpreter is appropriately qualified

The following sections describe principles and procedures for:

Definitions and quality standards

Policy considerations
Establishing the need for an interpreter
Best practice example
How to book an interpreter
How to work with an interpreter

Definitions and Quality Standards

What is an Interpreter?

An interpreter renders (interprets) speech orally from one language (the source language)
into another language (the target language) in an accurate and objective manner.

Who can be an Interpreter?

Professional interpreters operating within the health care industry must:

Be accredited by the National Accreditation Authority for Translators and
Interpreters. (NAATI)
Be familiar with medical terminology in various health related areas.
Be familiar with cultural attitudes and requirements.
Abide by a Code of Ethics.

Language Services Toolkit Page 13

NAATI has responsibility for setting and monitoring standards for translating and
interpreting in Australia. There are four levels of accreditation for interpreters:

1. Paraprofessional Interpreter
This level represents a level of competence in interpreting for the purpose of
general conversation.

2. Interpreter
This is the first professional level and represents the minimum level of competence
for interpreting across a wide range of subjects involving dialogues at specialist
consultations.

3. Conference Interpreter
These are advanced professional levels and represent the competence to handle
complex/technical/sophisticated interpreting.

4. Conference Interpreter (Senior)

Professionals at this level are conference interpreters with a level of excellence in
their field.

All professionally accredited interpreters practice in accordance with the professional Code
of Ethics of the Australian Institute of Interpreters and Translators Inc. (AUSIT) – see
Appendix B.

Interpreters require high-level language skills and an ability to facilitate communication

between parties for whom a language barrier obstructs effective and efficient
communication. Their role is to accurately render speech from one language to another.

In performing this task, the interpreter needs to be:

Impartial
Accurate
Appropriate to the culture and situational context

Language Services Toolkit Page 14

Policy Consideration 1: Why Agencies Should Engage Professional Interpreters

In developing policy, agencies will need to consider that people who do not speak English
well, may experience problems in the health system. Bi-lingual staff or family members are
sometimes called upon to assist in the communication process between client and the
health professional. However, the use of family members or bi-lingual staff (non-
professional interpreters) can cause problems for clients, staff and the person used in this
capacity.

The potential problems and risks that may be encountered by not using the services of a
professional interpreter can best be described as follows:

Unqualified or non-accredited interpreters may be poor communicators in critical

situations.
The language skills of non-professional interpreters are untested and therefore may
be unreliable in English and the target language.
The client may not reveal all relevant information if a family member or friend is being
used to do the interpreting.
If the interpreter is a family member or friend, he/she may modify the information
provided by the agency.
Communication problems involving clients with limited English can have legal risk for
the health agency, and its staff.

By using the services of professional interpreters, health care agencies can expect that:

Best practice standards are met.

All information the interpreter is privy to remains confidential.
Statements are interpreted accurately and impartially, which may not be the case
when using a friend or family member.
Duty of Care obligations are met. Health service agencies are at legal risk if they do
not engage professional interpreters for patients who do not speak sufficient English
to understand information concerning their treatment.

By engaging accredited interpreters, the health care agency limits legal risk in case of a
liability suit where a client challenges the care provided or the information given.
Professional interpreters reduce the risk of adverse outcomes for clients as a result of
communication failure or misunderstanding of health advice.

Professional interpreters can help ensure that clients understand what has been
communicated between parties.

Working with professional interpreters also can significantly reduce the time involved in
completing accurate assessments and care planning.

Further references: (Health Dept of WA 1994): Language Services in Health Care – Policy Guidelines, Perth,
updated June 2001

Language Services Toolkit Page 15

 Identifying and Communicating the Need for an Interpreter

Introduction
Interpreter services can assist in ensuring quality communication in a range of settings,
and may be required when:

providing direct care to people of low English fluency

providing health promotion and health education; or
Undertaking community consultation for service planning and evaluation.

Whenever working with CALD clients the services of an interpreter may be required.
Agencies providing direct care require some means of determining which clients need an
interpreter, and when these clients will need them.

Definition and Quality Standards

When is an interpreter needed?

Depending on their proficiency in English, CALD clients may not seek or require interpreter
services on every occasion of contact with a primary health care service. At the same time
primary health care agencies may need to prioritise the provision of interpreter services
within funding and resource constraints. A “critical points” approach is one way of
developing agency policy for prioritising the provision of interpreter services. This
approach can provide consistency in determining when an interpreter “must, should or
could” be provided.

When must an interpreter be provided?

The “critical points” when an interpreter “must” or “should” be provided may vary across
agencies and programs, but in general will include some or all of the following -

A life-threatening situation when a client is not proficient in English.

When obtaining information from the client for the purposes of assessment or
diagnosis to inform treatment and service provision decision-making.
Communicating important information to the client to enable him/her to make
informed decisions about his/her treatment and care. For example:
o When providing clients with information about entitlements, rights and
responsibilities, such as privacy and confidentiality.
o Communicating assessment outcomes, test results, or diagnosis,
o When discussing treatment and referral options
o When explaining procedures, treatments, prescribed medications or other
interventions included in care plans.
When obtaining client consent to treatment or release of information.

Language Services Toolkit Page 16

 Interviews related to the following:-
o Refusal of treatment
o Freedom of information requests
o Client/carer complaints
o When discussing residential care applications, resident agreements
o Power of attorney and guardianship matters.

Which clients need an interpreter?

The engagement of a professional interpreter is particularly important when dealing with

CALD clients who do not speak any English or display only limited capacity to
communicate in English. For example:

The client exhibits no understanding or effective use of English.

The client is able to communicate in English, but in a limited capacity.
The client is reliant on friends or family to communicate on their behalf in English.
The client is able to communicate in English, but is more comfortable to
communicate in his/her own language.
The client is under stress, which may affect his/her, ability to communicate
effectively in English.

Tools to assist services in assessing language proficiency and identification of the need for
an interpreter have been tested through pilot projects and are designed to support the
Department of Human Services (DHS) Service Coordination Tool Templates (SCTT).
Resources available include:

Form 1 – Initial Contact Procedure Checklist

Language Chart (Appendix D)
Form 2 – Communication Assessment Tool
o Language Proficiency Test and
o Cultural Information form
Form 3 – Interpreter Booking Checklist

When to complete the Initial Contact Procedure Checklist

The Initial Contact Procedure Checklist should be completed when a client who speaks
little or no English presents at a Primary Health Care agency. Completion of the checklist
can be prompted by the SCTT Consumer Information form, which requires the service
provider to record if an interpreter is required.

When to complete the Communication Assessment Tool

Ideally the Communication Assessment Tool shown should be completed in conjunction

with the SCTT Consumer Information form, which requires information in relation to the
requirement for an interpreter. If completed in conjunction with the Scott forms, agencies at
the same time obtain permission from the consumer to pass on this relevant information to
any other agency involved in the care for the client.

Language Services Toolkit Page 17

Form 1 - Initial Contact Procedure Checklist
This checklist identifies the steps to be taken when a person who speaks some English or no
English presents to a Primary Health Care agency.

If the Client Speaks Some English Completed

1. If the client speaks some English proceed with the language proficiency test and fill in the
Communication Assessment Tool and place it in the file.
2. Advise the client about the purpose of the tool and what will be done with the information.
3. If an interpreter is required, ring your language service provider and ask for an interpreter
in the relevant language to assist with completion of the interview.
Following the interview:
1. Mark the file with a colour coded Alert Sticker identifying the need for an interpreter, so
that at each subsequent visit staff know to book an interpreter for the client.
2. Ensure that this information is provided to the next service provider caring for the client.
3. Record the following data in the patient/client file:
• If an interpreter was used, note the name and the accreditation level of the interpreter
• If an interpreter was offered but refused by the client note this
• If a family member or a person other than a professional interpreter was engaged for
language assistance note this
• Record at each subsequent consultation/interview that an interpreter was used or
declined by the client
If the Client Speaks No English at All Completed

If the client speaks no English at all, show them the “Language Chart” attached in Appendix D so
they can identify their preferred language. This list contains most languages currently spoken in
Australia.
Advise the client in English that you will:
Ring your language service provider and ask for an interpreter in the relevant language to assist
with completion of the Communication Assessment Tool and Initial Contact and/or Needs
Identification interview. It is most likely that telephone interpreting will be required in this
instance.
Once the telephone interpreter is available, through the interpreter, advise the client about the
purpose of the tool and what will be done with the information.
Fill in the Communication Assessment Tool and place it in the client file.
Proceed with the client interview and completion of SCOTT forms using the interpreter
Following the interview:
Mark the file with a colour coded Alert Sticker so that at each subsequent visit of the client staff
know to book an interpreter.
Ensure that this information is provided to the next service provider caring for the client.
Record the following data in the clients file:
• If an interpreter was used, note the name and the accreditation level of the interpreter
• If an interpreter was offered but refused by the client
• If a family member or a person other than a professional interpreter was engaged for
language assistance
• Record at each subsequent consultation/interview that an interpreter was used or declined by
the client

Language Services Toolkit Page 18

Communication Assessment Tool
As part of the Quality Language Services in Rural Primary Care Settings best practice
project, a Seamless Care pilot was undertaken to trial the effectiveness of a
Communication Assessment Tool. The pilot aimed to assess the communication needs of
CALD clients and communicate the respective findings from pre-admission, to acute care
and subsequent post acute discharge services. The Kyabram and District Memorial
Hospital was chosen to undertake the pilot as the hospital was trialling the Statewide
Service Coordination Tool Templates at the time, in conjunction with Campaspe PCP, and
the Communication Assessment Tool was to form part of the Service Coordination Tool
Templates and Initial Needs Identification process.

Communication Assessment Tool: Assessment of Cultural and Linguistic Needs

This Communication Assessment Tool is to be completed in conjunction with the Service

Coordination Tool Templates (SCTT) forms

Original versions of the SCTT forms are available on the DHS Primary Health Knowledge
Base www.dhs.vic.gov.au/phkb and use the site search tools to take you to the Service
Coordination tools.

The Communication Assessment Tool (Form 2) has been provided for use by agencies
who wish to add the form to those used by their Service Providers.

Language Services Toolkit Page 19

Form 2: Communication Assessment Tool

Record Agency Assigned Consumer Identifier

Language (initial contact agency)

Proficiency Test Or affix label here

Language Proficiency Test: Form 2

LEVEL OF ENGLISH Please tick

Level 1: Fluent (similar to native speaker)

Able to think in a second language and does not have to translate from the first
Understands slang and jokes
Level 2: Limited (limited English language skills at basic level)
Can understand and hold very simple conversation
Can answer simple questions
Cannot follow conversations between native speakers
Cannot follow discussions
Has difficulty in expressing a broad range of feelings and thoughts
Level 3: Cannot speak or understand
Unable to speak and understand the English language
Knows formulaic greetings and some vocabulary
Cannot construct simple sentences
Interpreter Need
Use the Language Proficiency Test before answering this question.
1. Fluent, similar to native speaker of English
2. Limited, demonstrates limited English language skills at a basic level
3. Cannot speak or understand English
Interpreter is required if 2 or 3 above is ticked
Language of Required Interpreter (See Language Chart):

Preferred Gender of Interpreter: No Preference Male Female

Advocate/representative if required:
Yes No
Literacy in preferred language (can the client read or write in their preferred language:

Go to Cultural Information
Office Use Only

Name: Designation/Agency:

Sign: Date: Contact No:

If information becomes superseded, indicate below and record updated information on new form
The information on this form has been superseded
Date: Name: Sign:
 Record Agency Assigned Consumer Identifier
Cultural (initial contact agency)

Information Or affix label here

Cultural Information
When a client is recorded as a level 2 or 3 in the English Proficiency Test this information may be
obtained through the interpreter.
Ask the client if there are any important things the service needs to understand about
their:

Health beliefs:

Ask the client if there are any important things the service needs to understand about
their:

Health practices:

Ask the client if there are any important things the service needs to understand about
their:

Values:

Ask the client if there are any important things the service needs to understand about
their:

Expectations:

Complete Language Proficiency Test BEFORE

completing this form

Office Use Only

Name: Designation/Agency:

Sign: Date: Contact No:

If information becomes superseded, indicate below and record updated information on new form
The information on this form has been superseded
Date: Name: Sign:
 How to Book an Interpreter

Introduction
The following section outlines procedures for booking a professionally accredited
interpreter through a language service provider such as VITS or TIS. Depending on the
size of your agency and demand for interpreter services, it may be helpful to have a
designated staff member responsible for co-ordinating interpreter bookings. Having a
designated booking officer can help streamline the process and identify opportunities for
co-ordinating interpreter bookings to maximise efficient use of agency resources and
interpreter time. It can also help to monitor expenditure and avoid duplication of resources,
i.e. translations.

Definition and Quality Standards

When booking an interpreter, refer to client information and preferences in the
Communication Assessment Tool and consider the following principles:-

Booking an Interpreter Considerations

Right Language
Identify the correct language the client speaks.
Never guess the language by country of birth, as there may be several languages or dialects
spoken in a country. For example, not all Indo-Chinese people speak Vietnamese. They may
speak Cantonese, Teo Chiew, Khmer, Lao or one of several other languages.
The Language Chart (Appendix D) lists the major languages and/or dialects spoken in each
country, and can be used to assist in identification of the appropriate language.

Right Gender
Consider whether a male/female interpreter would be appropriate to meet the client preferences
identified in the Communication Assessment Tool.
For example, will an Arabic speaking woman from Iraq feel comfortable speaking about a
women’s health issue in the presence of a male interpreter?
Where possible, language service providers such as VITS and TIS will endeavour to meet
gender requirements, although this cannot always be guaranteed.

Language Services Toolkit Page 23

Booking an Interpreter Considerations
The Right Mode
Consider the most suitable mode of language service provision:
Telephone Interpreting - suitable for 10 – 15 minutes of duration (this is the most likely option in
an emergency situation)
Face-to-Face or on-site interpreting - for longer and complex consultations
Videoconferencing might be an option if:
a) There is no local interpreter available and an interpreter would alternatively need to come
from Melbourne
b) A video conferencing facility is available (venues providing videoconferencing facilities and
associated cost, please refer to Appendix E)
Right Information
Ensure that you provide sufficient information to the language service provider about the nature
and complexity of the interview to enable them to arrange an interpreter who is suitably qualified
and experienced to undertake the booking.
Endeavour to have a briefing session with the interpreter prior to the appointment to provide
background information (not case details) so that the interpreter understands any special
features, e.g. nature of the client appointment, number of individuals involved, what needs to be
achieved in the interview and any sensitive issues to be considered. Allow five to ten minutes for
this briefing.
Advise the client, verbally and/or in writing, that an interpreter has been arranged. See example
at Appendix F
Check any specific booking requirements of the language service provider used by your agency
i.e. TIS, VITS or other provider.

Booking an Interpreter for an Appointment during Normal Office Hours

1. Ring relevant Language Service Provider, i.e. VITS, TIS and state:
Interpreting mode required (on-site interpreting, telephone, videoconferencing
interpreting)
Language required
Date required for appointment
Time and duration of appointment
Client’s name
Gender of client
Preferred gender of the interpreter
Name of professional to see client (eg. John Smith)
Discipline of professional to see client (eg. doctor, nurse, social worker)
Cost centre or account code, or other if applicable. (Note: It is advisable to
check whether the session will be fee-free, and if not, confirm the cost of the
appointment and the billing contact person/address to monitor invoices.)
Location of appointment if on-site interpreting is required
State telephone number on which telephone interpreting or videoconferencing
will take place

Language Services Toolkit Page 24

2. Ensure there is adequate time to brief the interpreter prior to the interpreting session.

3. Cluster same language client appointments if possible. This will ensure efficient use of
interpreter time and costs.

4. Fax back confirmation form

5. Complete Booking Interpreters (Form 3: Interpreting Booking Checklist/Record)

Note: Record on this form when interpreter is not available or not used

Booking an Interpreter for an Appointment after Normal Office Hours

Obtain approval from your manager/supervisor if required and then proceed to contact the
relevant language service provider and provide the same information as above to arrange
both. Note: There can sometimes be delays with after-hours interpreting services.

Booking an Interpreter in Emergencies

In situations where an interpreter is required urgently, contact your language service

provider directly on the relevant number and provide the same information as above. It
may not be possible to provide an on-site interpreter at short notice.

What if an interpreter accredited at the professional level is not available?

Sometimes it will not be possible to use a professionally accredited interpreter or

translator. For example, there are no interpreters or translators accredited to that level in a
particular language or a professionally accredited interpreter cannot be located in an
emergency. Rural areas in particular may experience difficulty locating suitably qualified
interpreters.

In these cases:
decide whether it is possible to reschedule the client’s appointment to a time
when a suitability qualified interpreter is available;
if it was planned to use an onsite interpreter, try to obtain a telephone interpreter
instead – they are often available when face-to-face interpreters are not;
use an interpreter or translator accredited at a lower level and record the reason
for this in the client file

Language Services Toolkit Page 25

What if a client refuses to use an interpreter?

Clients may sometimes refuse to use an interpreter. This could be because of concerns
about confidentiality and privacy, particularly in smaller ethnic communities. It might also
reflect the client’s concern about the gender or religion/ethnic background of an interpreter.
What should be done in these cases will depend on a range of factors, but action could
include:
trying to explore the reason for the refusal with the client via a telephone
interpreter or family members or friends (not persons, including family members,
under 18 years of age);
explaining to the client the possible consequences of not using a professional
interpreter;
if possible, communicating without an interpreter for a period and then
reassessing the situation; or
as a last resort, using family members or friends as interpreters, but not persons
including family members under 18 years of age.

If the client still refuses to use an interpreter, this should be recorded in the client file.

Language Services Toolkit Page 26

 How to Work With an Interpreter

Introduction
To ensure effective use of interpreter services, agencies will need to consider training for
their staff in how to work with interpreters. Training should occur at all levels, from front-
counter staff to senior managers.

Face-to-face training can be highly successful at overcoming initial staff concern about
using interpreters, by helping staff understand the importance of addressing language
barriers and how to organise interpreting services.

Ask your language service provider (VITS or TIS) or CEH (Centre for Culture Ethnicity and
Health) about staff training in using interpreters.

Definitions and Quality Standards

Interpreting services are provided through three interpreting modes. These are:

On-site interpreting
Video conferencing
Telephone interpreting

The decision as to what mode is most appropriate is based on:

Length of consultation/interview
Complexity of consultation/interview
Available facilities
The availability of onsite interpreters for the language you are seeking, particularly
with regional locations.
Available technologies i.e. videolink and telephone facilities, and their accessibility
within the service.

On Site Interpreting/Videoconferencing
An interview with an interpreter present consists of a three-way interaction between the
interviewer, the interpreter and the interviewee. The presence of the interpreter in
professional and client interaction changes the dynamics of the communication process. It
is important that the roles of the professional and interpreter are clear to all those who are
involved in an interview.

Language Services Toolkit Page 27

What to do during the Interview

The guidelines below will assist you in working effectively with an interpreter:

1. Conduct the interview in the same manner as with an English speaking client and
therefore usual interviewing principles still apply.

2. Introduce yourself to the interpreter. The interpreter will introduce himself/herself.

3. Introduce yourself through the interpreter to the client.

4. Explain your role to the client .The interpreter will explain his/her role to the client.

5. Explain the purpose of the interview. Do not assume that your client always knows
what the interview is about. Clarify this with the client. Allow the client to raise any
questions or issues of concern.

6. Assure the client that complete confidentiality will be observed by the interpreter, as
well as yourself, the professional.

7. Position yourself face to face with the client (without any barriers such as desks and
equipment), with the interpreter seated off-side but at an equal distance between
you and your client, forming a triangle as shown below.

Professional

Interpreter

Client

8. When a group of individuals are involved, then a semi-circle should be organised

with the principle client sitting close to the professional as shown below. This
configuration will enable the interpreter to follow who is talking and to whom at any
given time.

Family Members

Professional
Interpreter

Client

Family Members

9. Always ensure that ONLY ONE person speaks at the same time.

10. Remember your interview is with the client. Speak with, and attend to, the client
directly using the second person pronoun (you).

11. Keep in mind the complexity of the interpreter’s task. Pause to allow time for
translation.

Language Services Toolkit Page 28

 12. It is important that you continue to observe the non-verbal communication of your
client and respond accordingly. It is not the role of the interpreter to interpret non-
verbal communication.

13. Clarify any cultural aspects directly with your client through the interpreter.

What to do after the session

If necessary, debriefing can take place for the benefit of the professional or the interpreter.
This process creates opportunities for further clarification about the client’s socio-cultural
or religious background or language variety.

Debriefing is also required in very stressful situations, because the interpreter is as

vulnerable as the client.

How to use the telephone interpreting mode

Telephone interpreting is best suited for short discussions no longer than 10 – 15 minutes.
Situations that may require more time should be considered for face-to-face (on-site)
interpreting or video-conferencing.

Some simple steps to ensure your interview will be effective include:

1. Introduce yourself to the interpreter.

2. Introduce yourself and the interpreter to the client.

3. Speak with the client directly, using the second person pronoun “you”.

4. Use clear and simple language and short sentences.

5. Summarise all points that have been discussed at the end of the telephone
interview and ensure that these points have been understood by the client.

On the following page a sample checklist for interpreting bookings, telephone interpreting
and on site interpreting has been provided to provide health care agencies with a tool to
ensure that all issues of concern have been covered maintaining quality standards. This
tool also assists in the monitoring of quality standards and data collection.

Recording Interpreter Service Provision

Service providers at each agency will need to be aware of their agencies data recording
requirements regarding interpreters. Very often the agency funder eg DHS will require
statistical information to be recorded on the number of interpreters used by the individual
agencies.

In addition to this information, Service providers should also record details in the client files
notes. Depending on agency practice, it may be appropriate to attach Form 3: Interpreting
Booking Record in the client file.

Language Services Toolkit Page 29

Form 3: Interpreting Booking Record
Provided to
Language
Service
Provider
Item Record Details (if any) Please Tick
Date booking request made
(not date of appointment)
Client’s name

Gender of client

Language required

Emergency situation

Communication Assessment Tool completed

Medium required • Onsite

(select one)
• Telephone

• Video-conferencing

Interpreter Service Provider (Name)

Date of appointment

Time of appointment

Duration of appointment

Preferred gender of interpreter

Name of professional to be in
attendance
Discipline of professional

Cost Centre or account code

(if applicable)
Location of appointment
(if on site)
Number of telephone or video-
conference facility
Telephone Interpreting
Interpreter Service Provider (Name)

Telephone No.

If other or no language service assistance was engaged, state reason:

Client declined interpreter

Family Member acted as a

language aid
Unable to source professional
interpreter
Emergency situation

Data on language service

provision recorded
Form 3: Interpreting Booking Checklist/Record Page 2
Internal Actions
Adequate time for briefing of interpreter allowed (allow at least 15 minutes)

Cluster appointment with other clients of same language where possible

Client advised that interpreter has been booked

Data on language service provision recorded

If no language service assistance was engaged, state reason:

Unable to source professional interpreter

Other (Describe):

During the Interview

Introduction of: • Professional to client

• Interpreter to client

Explanations: • Purpose of interview explained to client

• Role of interpreter explained to client

• Outcomes and further actions explained

to client

First person pronouns used

Control of interview maintained

Short questions/sentences used

Assessment - Professional Interpreter Performance

Name of Language Service
Provider/Interpreter:
Accreditation Level:

Punctual:

Professional conduct:

Other comments:
Sample Policy - Interpreting Services

Introduction and Scope:

All health care professionals have a duty of care to provide information to

clients/consumers that can be understood in a culturally and linguistically appropriate
manner.

The method of discharging the duty of care, in the case of clients/consumers from
culturally and linguistically diverse background (CALD), is by working with NAATI
accredited interpreters.

OBJECTIVES:

1. Interpreters are provided by XXXXXXX staff for CALD clients/consumers so that they
are able to communicate their needs effectively to XXXXXX staff by working through an
interpreter as and when required.

2. XXXXXX staff promotes and has knowledge of effective use of interpreter services
when this is needed.

PROCEDURES:

1. Determining the need for an interpreter:

On presentation of a client/consumer, the English proficiency and cultural needs of the

client/consumer will be assessed using the Language Proficiency Tool.

Other signs for the need of an interpreter are:

o Language spoken at home is not English
o Language spoken with friends is not English
o Family act as interpreters for the client/consumer
o Client/consumer responds to questions by nodding, but not speaking English
(When there is no clinical reason for doing so)
o Client/consumer responds to questions in a language other than English
o Staff are in any way unsure about having been understood when discussing
legal or medical issues.

2. Informing CALD clients/consumers about their right to access an interpreter

If the CALD client/consumer needs an interpreter he/she needs to be advised that it is

their right to engage an interpreter at no cost.

Language Services Toolkit Page 32

3. Engagement of NAATI accredited interpreters

• Only NAATI accredited interpreters are engaged in order to ensure effective

communication between XXXXXXX staff and the client/consumer and/or their
carer.

• The use of family members for assessments and when providing important
information is not appropriate, unless in emergency situations. There are legal
risks that the health care provider is exposed to in such cases.

The engagement of a professional interpreter is particularly important when dealing

with CALD clients/ who do not speak any English or display only limited knowledge of
English and also when the following criteria apply:

• The client/consumer exhibits no understanding or effective use of English.

• The client/consumer is able to communicate in English, but in a limited capacity.

• The client/consumer is able to communicate in English, but is more comfortable

to communicate in his/her own language.

• The client/consumer is under stress, which may affect the ability to communicate
effectively in English.

• When providing clients/consumers with information about entitlements, rights

and responsibilities.

• When consent forms or agreements are signed.

The engagement of interpreters is mandatory in the following situations:

• When communicating important information affecting the client/consumer, i.e.

Information about the health of the client/consumer and medical histories

Psychiatric assessments
Assessment by any health professional
Information about prescribed drugs
Information about hospital admission
Information about medical procedures
Taking medical histories
Obtaining informed consent
Information about patient discharge

If the CALD client/consumer refuses to have an interpreter present, it needs to be

explained to the CALD client/consumer that the services of an interpreter are required as it
is agency policy to work through interpreters to minimise legal risks.

Language Services Toolkit Page 33

4. Management of Client/Consumer Records

The need for an interpreter to be indicated in the client’s/consumer’s file by placing an

“Interpreter Alert” sticker on the outside, so that future interpreter bookings for
appointments can be made in advance.

5. Booking the interpreter

5.1 Inform the client/consumer that an interpreter will be present.

5.2 If the client/consumer refuses to have an interpreter visit with you when this is
required, inform the client/consumer that
(a) your service pays for the interpreter and not the client/consumer
(b) it is important for you to understand the client/consumer
(c) the client/consumer can have the name of the interpreter and their gender (if
required) before the planned visit
(d) they can terminate the interview at any time
(e) the refusal of interpreter will be recorded in the client’s/consumer’s file in case
of future litigation

5.3 Contact VITS on 9280 1955on, PIN……… to request an interpreter.

5.4 Inform the language service provider of:

(a) the language required
(b) the client’s/consumer’s details i.e. Name and address
(c) the date which the interpreter is required.
(d) The name of the staff who will be attending to the client/consumer with the
interpreter
(e) Your name, program and contact number
(f) The preferred gender of the interpreter (if required)

The booking is considered as confirmed unless VITS contact you to advise

otherwise. If you want the client/consumer to be contacted by an interpreter and
be informed of the appointment day and time, then request that VITS contact the
client/consumer when the booking is made.

5.5 When attending the client/consumer with an interpreter, ensure that you sign the
‘interpreter assignment and report form’. Send the copy of this form to the
accounts department.

6. Collection of Data:

The following data to be collected: (see attached spread sheet)

Language Services Toolkit Page 34

TRANSLATING
 Translators

Introduction
The production and availability of high quality translated material can assist in supporting:

delivery of important health information

the conveying of detailed information to assist in the description of health related

materials

reinforcement of face-to-face information

provision of information that can be kept and referred to when needed

provision of information in places accessible to your clients

Translated material should be considered as a supplement to interpreting, not as a

replacement.

Definition and Quality Standards

A translator is concerned with written material and renders written or otherwise recorded
material from one language to another, while retaining the sense and content of the
original text.

Qualifications, Skills and Attributes of a Translator

Translators work only in languages and language directions for which they have official
accreditation by NAATI at a translator level or above. Exceptions may be made for
languages for which NAATI does not offer accreditation. However, in such cases all parties
concerned need to be informed of the unqualified status of the translator.

Professional translators
Professional translators should:

Only accept assignments according to their linguistic abilities and shall decline work
that is beyond their linguistic capacity or technical knowledge of the subject involved

Translate a source text as accurately as possible, conveying the source text without
omission or addition.

Abide by a Code of Ethics and shall not divulge the contents of any text they are
assigned to translate.

Observe the rules of impartiality in all assignments, irrespective of the nature of the
assignment. If the content of the assignment causes conflict of personal beliefs or
interests, the translator shall decline the work.

Perform their duties in accordance with the AUSIT Code of Ethics for Interpreters
and Translators

Language Services Toolkit Page 37

 Comprehend the source language message and render it into the target language
without omission or deletion.

Produce a text appropriate to its intended use

Produce reader-orientated texts if and when appropriate

Take a more proactive role rather than a reactive one, with freedom to shape and
create text so as to convey the intended message in the clearest possible way.

Accreditation of Translators

NAATI has responsibility for setting and monitoring standards for translating in Australia.
The current accreditation system is as follows:

1. Translator
This represents the minimum level of competence for professional translating of
general or specialised information requiring particular accuracy.

2. Advanced Translator
These are advanced professional levels and represent the competence to handle
complex/technical/sophisticated translating.

3. Advanced Translator (Senior)

Professionals at this level are advanced translators with a level of excellence in
their field.

Policy Consideration 2: Why Agencies should Engage Professional Translators

Multicultural communication in a Primary Care Partnership agency refers to communicating

information about programs and services to a CALD audience.

It is a fact that some CALD groups, whether they are established migrant communities or newly
arrived, have significant numbers of people who do not speak, read or write English well or do not
speak it at all. Therefore, translated information is important in assisting improving community
knowledge of available services, resources, rights and entitlements.

Professional translators are not only competent in their working language/s, but also competent
relating to the culture associated with the language.

A professional translator has the ability to write clearly in the target language and has the ability to
understand how people will react to written information. A translator working in health care will
also have a good knowledge of medical procedures and medical concepts as well as medico-legal
concepts.

By engaging a professional translator agencies can be assured that their printed information will
not only be linguistically correct, but also culturally appropriate and relevant.

Language Services Toolkit Page 38

 Identifying the Need for Translated Material

Introduction
The costs of translating and printing of translated material means that careful thought
needs to be given to the selection, type and quantity of translated material.

You should consider:

The languages your current and potential clients read and write

The level of literacy among clients not proficient in English

Other sources of information already available to the client

Your available budget

The Victorian Settlement Planning Committee has produced a document to assist

agencies in assessing their translating and interpreting needs which can be accessed at:
www.immi.gov.au/tis/model.pdf

Determining if you need a translation

A number of factors must be taken into account when determining whether particular
information or documents should be translated:

Type of Document eg Medical Reports generally should always be translated

The age and gender of clients

The type of services being provided to clients

Your region and the client demographics

Translations should be based both on available data and consultation with the local
ethnic community under consideration for translated materials

Know your community

Before undertaking translations into a community language, establish how many people
speak the target language in your catchment area. Maintain an up to date information base
of your CALD population and the CALD population in the area you service. Also consult
with field workers about which language group has a significant need for translated
material.

When researching CALD population, one needs to separate these into two groups. One
group is the established migrants, such as the Italian and Greek communities, and the

Language Services Toolkit Page 39

other groups are the newly arrived migrants who emerge quite suddenly and often
services are not prepared for them.

To research the established migrant groups, there is reliable data available from the
following sources:

Research Sources
There are a number of sources of information from both Government and other agencies.
The list below is not meant to be an exhaustive source but enable adequate research to be
conducted on the availability of existing translated resources:

ABS Census – www.abs.gov.au

Department of Immigration and Multicultural and Indigenous Affairs (DIMA)

Settlement Database - www.immi.gov.au

Translating Agencies

Local Government Authorities

World Bank – www.worldbank.org

SBS World Guide – www.sbs.com.au

Client files or client data systems

Victorian Office of Multicultural Affairs (VOMA) – www.voma.vic.gov.au

CEH - www.ceh.org.au/

GVPCP Knowledge Exchange -

www.community.humehealth.com.au/community/gvpcp/

GVPCP Multicultural Site - www.humehealth.com.au/multi/index.php

Is the Document Already Available?

Investigate to see if a similar document has not already been translated. If a similar
document has already been translated, it may be available in print, electronic or
audiovisual form. With permission from the person/organisation holding the copyright of
the publication, this document may be used and past translations may only need minor
amendments. Please refer to Appendix F – Multilingual Publications Online.

Translations can also be requested for acute funded settings through the Office of Clinical
Governance - Despina Papastamopoulos - 9616 7258.

Language Services Toolkit Page 40

 How to Undertake Translations

Introduction
Translations can be required for various types of documents. These can range from health
promotion literature, consumer consent forms, media releases and also letters inviting
consumers to take up services offered by a specific health care agency.

The processes involved in producing translated material effectively and in an economical

way are covered below.

Consultation with Client Target Group

A consultative approach to the development of translated materials is paramount to
achieving a successful outcome. Using the Consumer Participation Toolkit with the ethnic
group in question ensures printed materials are:

Relevant and useful to the target group

Culturally appropriate
Translation is appropriate considering the clients group literacy levels

Translation Process
1) Planning your publication
Planning for translated documents should follow the same basic principles as for an
English Version

This would take into account:

o target audience
o how many copies
o where distributed
o dissemination plan

Establish there is no existing translated publications (Refer to Research Sources

on page 40)
Establish if there is an existing English version publication which meets the
requirements of the project.
Using the Consumer Participation Toolkit plan the consultation process with the
target client group
Define the objectives of your publication.
Do you want to inform, educate or promote?
Establish the format of the source information
Will it be a leaflet, fact sheet, brochure, pamphlets or a video?

Language Services Toolkit Page 41

 Establish your target group
o Language
o Age group – consider font size for elderly
o Male/Female
o Level of literacy
When determining the most suitable method for producing and distributing
translated materials, consider:
The nature of the message and its importance
The expected life-span of the information
The diversity of your client groups
Your budget

2) Develop a dissemination plan

Some ways to consider when planning to disseminate the information:
Direct mail outs
Traditional ethnic media
Internal Community Networks which include:
o Religious avenues
o Community groups
o Professionals
Local Ethnic or CALD language papers

3) For New Documents - Drafting and Organisation of your Source Text

Important items at the beginning of text
Break your information in brief meaningful segments
Use clear, appropriate headings
Use consistent grammar (sequence of tense)
Use short easily understood sentences (usually not over 20 words)
Do not use metaphors or figures of speech
Avoid bureaucratic/professional jargon
Do not use culturally specific humour. This is usually not translatable.
Use common terminology
Use an active style of writing rather than the passive voice
Avoid sexist language
Spell out acronyms in full, such as. TAFE, GVH
Provide adequate background information for newly acquired concepts in
Australian Society e.g. Goods and Services Tax.
Remember to include the date of production and details of who owns the
copyright of the publication

Language Services Toolkit Page 42

Field-testing of Source Text
After you have drafted your source text (English in this instance) or sourced an already
existing document, field-test the publication with speakers of English and members from
the target group. This means if a publication is aimed at the elderly, field-test the
publication with a group of elderly speakers of English and if possible, some elderly people
from the target group who speak English.

Undertake a professional, cultural and linguistic assessment of the English text

Undertake a health professional assessment of the English text.
Amend your source text as appropriate.

Commission the Translation

Once the source text has been field tested and, if required, amended according to
feedback, the next step is commissioning the translation of the source text. Below is a list
of factors to consider when you are commissioning the translation.

Contact professional translating agencies in order to obtain a quote for their

services to ensure it suits your budget. There are a number of professional
translating agencies listed in the Yellow Pages.
Keep in mind that an English text when translated may be up to 20% longer, so
allow extra space in the draft stages.
Decide on the format of the translation. It is common practice to print an English
version of the document and another document in the required community
language. However, one of the most effective but also most expensive ways to
provide translated material are shown in the samples below:

SAMPLE extract from DHS privacy brochure:

English German
The Aim of this Pamphlet Der Zweck dieser Broschüre ist Sie über den
This pamphlet is to provide you with basic Datenschutz in Victoria (Victorian Privacy laws)
information about Victorian Privacy Laws and zu informieren. Die Datenschutzrichtlinien
the Principles that determine: bestimmen:
- The privacy and confidentiality - Die vertrauliche Behandlung Ihrer
- Your right to access your health Care Patientenunterlagen
record - Die Richtlinien über Datenspeirung und
Vernichtung von Patientenunterlagen

Advise the translating agency of:

The language/s the document is to be translated into
Which words are to remain in English (i.e. title of health staff and terms such as
community health centres) or whether you want explanations to be added to
terms that may be unfamiliar to speakers with limited English

Language Services Toolkit Page 43

 Provide some background material including:
o Glossary of specialist terms used to assist in the understanding of the
document,
o The gender, age of the audience,
o Information on whether the text will be used as a brochure or a poster.
Posters quite often consist only of slogans that need to be catching.
Therefore it is important for the interpreter to gain an understanding of the
application of the text.
Provide a contact within your organisation for the translator to discuss any
issues that may arise.
Field-test the translation by undertaking a professional, cultural and linguistic
assessment of the translation, involving members of the target CALD group, the
translator of the publication and an interpreter to interpret comments made by the
CALD group.
Organise for the translation to be checked and proof read by a professional
translator as a second opinion.
Checking is the linguistic comparison of someone else’s translation with the source
text. A checker will look for spelling, grammar, accuracy and language. By having
the translation checked it is ensured that the final text does not contain any
awkward structure of literal translation. This process is then followed by proof
reading, eliminating any typographical errors.
Include the title of the text in English on the translation.
Include the name of the target LOTE group in English on the translation.
Include the date of the publication on front or back cover.
Distribute the translation according to your dissemination plan in bilingual format –
English & LOTE
Record the publication in your “Publications Register” that provides information on
the languages the publication has been translated into, review date and stock
control. Translated publications should form part of the general publications register
maintained in an agency.
Quality assessment of the publication can be achieved by maintaining a feedback
mechanism so that comments received can be considered when reprinting the
publication.

Archiving Translated Publications

Most written consumer information has a rather short “shelf-life”, due in part to the
changing needs of consumers and the dynamic nature of research. Therefore an
economic way is to store all translated publications in electronic format for easy up dating
and amending if required in future.

Consideration should also be given to having a shared drive between agencies to

download publications as required instead of having it printed.

The following two Best Practice Examples are provided as a guide to obtaining translated
documents.

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 Best Practice Example: Maternal and Child Health Information

The Maternal and Child Health Service Project (MCHN) was undertaken within the
framework of the Quality Language Services in Rural Primary Care Settings project
(LSP). This project was also part of a best practice initiative to improve the quality and
distribution of information within the Maternal and Child Health Service to the Arabic
speaking community within the City of Greater Shepparton.

In 2001 the Maternal and Child Health Service standardised the generic information
provided to the families attending the service. Within the scope of this project, selected
information, such as a Food Guide, Immunisation Timetable, a service brochure and a
standard letter inviting parents to a routine check-up for their children were considered
for translating.

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 Best Practice Example: Translation of the ‘Active Living: Getting Better with Age’ video

The Falls Prevention pilot was undertaken as part of the ‘Quality Language Services in Rural
Primary Care Settings’ best practice project and in conjunction with the Goulburn Valley Foothold
on Safety 2 project. One of the aims of the pilot was to educate the elderly population from
cultural and linguistic diverse backgrounds (60+) that live at home in relation to falls prevention by
producing a voice over and/or subtitles for the video ‘Active Living: Getting Better with Age’.

The project was supported by the Steering Committee for the Best Practice project and the
Foothold on Safety 2 project advisory group. Representatives from both these committees formed
part of the project team to oversee the development and dissemination of the translated falls
prevention resources.

The decision to produce a translation of the video titled “Active Living Getting Better with Age” was
based on the following key indicators:
Significant numbers of elderly Italian & Greek residing in the catchment
Many of whom have not gained proficiency in English

Having available both soundtrack and subtitles was thought to benefit vision and hearing impaired
people, as the soundtrack and voice-over complement each other.

Permission to translate the Video was obtained from the Department of Human Services, who held
ownership of the resource. The Central Health Interpreter Service (CHIS) was contracted to
translate the script of the video, source a studio and coordinate the production.

Although every attempt was made to locate the original master videotape at the beginning of the
project, it could not be found. Therefore the work had to be undertaken with a VHS copy of the
video that was provided by the Department of Human Services. The script of the video was
obtained and translated into Greek and Italian.

The translation of the script was a complex process, as the translations had to be checked by two
other translators for accuracy and consistency. The sample was then provided to a group of end
users to check if the text made sense. Checking translations requires objectivity and skill and can
prove to be a costly process, but it guarantees a quality end result/product. Once this stage was
completed, “bilingual talent” was engaged to voice over the text.

The next process was to introduce the sub-titles and to make sure that the picture, the voice and
the sub-titles reflected each other. This process took nearly two working weeks to complete,
involving five people. The sample tapes in both Greek and Italian were checked for accuracy by
other interpreters and translators. At the end of the process two digital master tapes were
delivered with 50 VHS copies in Italian and 50 copies in Greek.

Fifty copies of each community language have been produced and disseminated to specific
primary care and health agencies across the GVPCP and Campaspe PCP catchment areas and to
the Dept Human Services. Agencies are able to order additional copies of ‘Active Living: Getting
Better with Age’ at a cost of $20.00 (plus postage) by contacting the Goulburn Valley PCP at:

Fax: 03 5862 3119

Phone: 03 5862 2681
Email: [email protected]

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Form 4: Checklist for Undertaking a Translation
Title of proposed publication:

Budget:
Cost associated with drafting publication: $

Printing cost $

Translating Cost $

TOTAL COST $

Production Process:
Research re existing publication carried out
If suitable existing publication, owner contacted re use of material and translation
Research re CALD population in service area carried out
Drafting of Source Text (if no suitable existing publication)
Format established
Target group established, i.e. Age (font size), male, female
Level of literacy established and considered
Content and Organisation of Text
Important items at the beginning
Headings incorporated
Sexist language avoided
Grammar is consistent
Short sentences used
Jargon avoided
Simple language used
Acronyms spelled out
Production date included
Allowance for extra space for translated copy
Field Testing of Source Text
Source text field tested with representatives from CALD group
Amendments considered
Amendments incorporated as appropriate
Commissioning of Translation – advise the following to the agency:
Language/s to be translated into
Which words are to remain in English
Which terms/concepts require an explanation
Background material provided to translator
Contact in organisation advised to translator
Title of publication in English and LOTE on front cover
Date of publication on cover of publication
Field Testing of Translation
Translation field tested with representatives from respective CALD population
Other
Checking and proof reading carried out
Publication entered into publications register
Availability, printed/electronic advised
APPENDICES
Appendix A - List of Acknowledgements

The Steering Committee

Leigh Gibson, Chair Goulburn Valley Health; GVPCP

Ari Pappas CHIS
Sevim Akcelik CHIS
Vicki Mitsos Ethnic Council of Shepparton and District
Merushe Asim Ethnic Council of Shepparton and District
Anne McEvoy Campaspe Primary Care Partnership
Joan Slater Department of Human Services – Hume Regional Office
Greg Loughnan Regional Information and Advocacy Council; GVPCP
Sigrid van Fondern Project Officer LSP
Belinda Hogan, minutes Goulburn Valley Primary Care Partnership

The Reference Group

Leigh Gibson, chair Goulburn Valley Health; GVPCP

Ari Pappas CHIS
Sevim Akcelik CHIS
Vicki Mitsos Ethnic Council of Shepparton and District
Merushe Asim Ethnic Council of Shepparton and District
Anne McEvoy Campaspe Primary Care Partnership
Joan Slater Department of Human Services – Hume Regional Office
Lois Browne Department of Human Services, Head Office
Patrick Timmons Department of Human Services, Loddon-Mallee Regional
Office
Greg Loughnan Regional Information and Advocacy Council; GVPCP
Soo Lin-Queck Centre for Ethnicity and Health
Kate Silburn Department of Human Services, Head Office
Janet Spink Department of Human Services, Head Office

Project Teams

Maternal & Child Health Services

Di Halloran Nurse Manager, Child and Adolescent Services, Goulburn
Valley Health
Kay Ball Team Leader, Maternal & Child Health Services, GV
Health
Jacque Phillips Manager Family & Children Services, Greater Shepparton
City Council
Kaye Gall Associate Director of Nursing, Goulburn Valley Health
Sigrid van Fondern Project Officer LSP

Falls Prevention
Beverley Guest-Smith Goulburn Valley Foothold on Safety 2: Falls Prevention
Project Coordinator
Sigrid van Fondern Project Officer LSP

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Seamless Care
Kathy Eyre Ass. Director of Nursing Kyabram & District Health
Services
Tony Smeaton Admission & Discharge Coordinator Kyabram & District
Health Services
Maxine Brockfield Director of Clinical Services Kyabram & District Health
Services
Justin Sullivan Nurse Unit Manager Acute Health Kyabram & District
Health Services
Anne McEvoy Service Coordination Project Manager, Campaspe
Primary Care Partnership
Sigrid van Fondern Project Officer LSP

Multicultural Web Site

Greg Loughnan HACC System Services Resourcing Officer, Regional
Information & Advocacy Council
Kathleen McBain Social Planner, Greater Shepparton City Council
Annie O’Shea Consultant, Intergration
Sigrid van Fondern Project Officer LSP

Document Editing and Review

Neil Stott Goulburn Valley PCP Team Leader
Leigh Gibson, chair Goulburn Valley Health; GVPCP
Sigrid van Fondern Project Officer LSP

Language Services Toolkit Page 52

Appendix B - Ausit – Code of Ethics

The development of the AUSIT Code of Ethics was completed in 1995, when it was endorsed by
NAATI, adopted by AUSIT at the National General Meeting and presented to the International
Federation of Translators at its World Congress in Melbourne in 1996.

General Principles

1) PROFESSIONAL CONDUCT
Interpreters and translators shall at all times act in accordance with the standards of conduct
and decorum appropriate to the aims of AUSIT, the national professional association of
interpreting and translation practitioners.

2) CONFIDENTIALITY
Interpreters and translators shall not disclose information acquired during the course of their
assignments.

3) COMPETENCE
Interpreters and translators shall undertake only work which they are competent to perform in
the language areas for which they are “accredited” or “recognised” by NAATI.

4) IMPARTIALITY
Interpreters and translators shall observe impartiality in all professional contracts.

5) ACCURACY
Interpreters and translators shall take all reasonable care to be accurate.

6) EMPLOYMENT
Interpreters and translators shall be responsible for the quality of their work, whether as
freelance practitioners or employed practitioners of interpreting and translation agencies and
other employers.

7) PROFESSIONAL DEVELOPMENT
Interpreters and translators shall continue to develop their professional knowledge and skills.

8) PROFESSIONAL SOLIDARITY
Interpreters and translators shall respect and support their fellow professionals.

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Code of Practice
Annotations to General Principles of Code of Ethics

1) PROFESSIONAL CONDUCT

a) Standards of Conduct and Decorum

i) Interpreters and translators shall be polite and courteous at all times.
ii) Interpreters and translators shall explain their role to those unaccustomed to working
with them.
iii) Interpreters and translators shall be unobtrusive, but firm and dignified, at all times.
iv) It is the responsibility of interpreters and translators to ensure that the conditions under
which they work facilitate rather than hinder communication.
v) Interpreters shall encourage speakers to address each other directly.

b) Honesty, Integrity and Dignity

i) Interpreters and translators shall not allow personal or other interests to prejudice or
influence their work.
ii) Interpreters and translators shall not solicit or accept gratuities or other benefits. [Cf. 6.
Employment b) (iii)]
iii) Interpreters and translators shall not exercise power or influence over their clients.
iv) Interpreters and translators shall maintain their integrity and independence at all times.
v) Interpreters and translators shall frankly disclose any possible conflict of interest.

c) Reliability
i) Interpreters and translators shall adhere to appointment times and deadlines, or in
emergencies advise clients promptly.
ii) Interpreters and translators shall undertake appropriate preparations for all translating
and interpreting (T&I) assignments.
iii) Interpreters and translators shall complete interpreting and translation assignments they
have accepted.

d) Infamous Conduct
Interpreters and translators shall refrain from behaviour which their colleagues would
reasonably regard as unprofessional or dishonourable.

e) Disputes
i) Interpreters and translators shall try to resolve any disputes with their interpreting and
translating colleagues in a cooperative, constructive and professional manner.
ii) Interpreters and translators shall refer any unresolved disputes with other AUSIT
members to the Executive Committee of their professional association and the
conclusive direction of the Executive Committee shall be binding on members, with the
provision of appeal or review in the interests of natural justice.

2) CONFIDENTIALITY

a) Information Sharing
i) Information shared in interpreting and translating assignments is strictly confidential.
Disclosure of information may be permissible with clients’ agreement or when
disclosure is mandated by law.
ii) Where teamwork is required, and with the clients’ permission, it may be necessary to
brief other interpreters or translators who are members of the team involved in the
assignment. In such circumstances, the ethical obligation for confidentiality extends to
all members of the team and/or agency.
iii) Information gained by interpreters and translators from consultations between clients
and their legal representatives is protected under the common law rule of legal
professional privilege.

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 iv) Interpreters and translators shall not sub-contract work to interpreting and translating
colleagues without permission from their client.
v) Translated documents at all times remain the property of the client and shall not be
shown or released to a third party without the express permission of the client, or by
order of a court of law.

3) COMPETENCE

a) Qualifications and Accreditation

i) Interpreters and translators shall accept only interpreting and translation assignments
which they are competent to perform.
ii) Acceptance of an interpreting and translation is an implicit declaration of an interpreter’s
or translator’s competence and constitutes a contract (oral or written).
iii) Interpreters and translators shall clearly specify to their clients the NAATI level and
direction in the languages for which they are accredited or recognised.
iv) If requested by clients, interpreters and translators shall explain the difference between
NAATI “Accreditation” and “Recognition”.

b) Level of Expertise
In the course of an assignment, if it becomes apparent to interpreters and translators that
expertise beyond their competence is required, they shall inform the clients immediately
and offer to withdraw from the assignment.

c) Prior Preparation
Interpreters and translators shall ascertain beforehand what will be required of them in a
projected assignment, and then make the necessary preparation.

d) Second Opinions and Reviews

Any alterations made to interpreting and translation work, as a result of a second opinion
and/or review by other interpreters or translators, shall be agreed upon by consultation
between the interpreters and translators concerned.

4) IMPARTIALITY

a) Conflicts of Interest
i) Interpreters and translators shall not recommend to clients any business, agency,
process, substance or material matters in which they have a personal or financial
interest, without fully disclosing this interest to the clients.
ii) Interpreters and translators shall frankly disclose all conflicts of interest, including
assignments for relatives or friends, and those affecting their employers.
iii) Interpreters and translators shall not accept, or shall withdraw from assignments in
which impartiality may be difficult to maintain because of personal beliefs or
circumstances.

b) Objectivity
i) A professional detachment is required for interpreting and translation assignments in all
situations.
ii) If objectivity is threatened, interpreters and translators shall withdraw from the
assignment.

c) Responsibility related to Impartiality

i) Interpreters and translators are not responsible for what clients say or write.
ii) Interpreters and translators shall not voice or write an opinion, solicited or unsolicited,
on any matter or person in relation to an assignment.
iii) If approached independently by separate parties to the same legal dispute, an
interpreter or translator shall notify all parties and give the first party opportunity to claim
exclusive right to the requested interpreting or translation service.

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5) ACCURACY

a) Truth and Completeness

i) In order to ensure the same access to all that is said by all parties involved in a
meeting, interpreters shall relay accurately and completely everything that is said.
ii) Interpreters shall convey the whole message, including derogatory or vulgar remarks,
as well as non-verbal clues.
iii) If patent untruths are uttered or written, interpreters and translators shall convey these
accurately as presented.
iv) Interpreters and translators shall not alter, make additions to, or omit anything from their
assigned work.

b) Uncertainties in Transmission and Comprehension

i) Interpreters and translators shall acknowledge and promptly rectify their interpreting
and translation mistakes.
ii) If anything is unclear, interpreters and translators shall ask for repetition, rephrasing or
explanation.
iii) If recall and interpreting are being overtaxed, interpreters shall ask the speaker to
pause, and then signal to continue.

c) Clear Transmission
i) Interpreters shall ensure that speech is clearly heard and understood by everyone
present.
ii) A short general conversation with clients prior to an assignment may be necessary to
ensure interpreter and clients clearly understand each other’s speech.
iii) In a law court, simultaneous interpreting for clients shall be whispered.

d) Certification
Translators shall provide certification, if requested by their clients, that their translation is
true and accurate so far as they know. Certification shall include the translator’s name,
details of NAATI accreditation/recognition, language and language direction, and be signed
and dated.

6) EMPLOYMENT

a) Freelance and Agency-employed Practitioners

i) Interpreters and translators may work in interpreting and translation assignments as
independent (freelance) professionals, or under contract to a commercial or
government agency.
ii) In both instances, freelance and employed interpreters and translators shall abide by
the AUSIT Code of Ethics.
iii) If this Code of Ethics and an employing agency’s directions are in conflict, interpreters
and translators shall abide by the Code of Ethics and, if necessary, withdraw from the
assignment.

b) Fees and Payment in Kind

i) Members are free to set their own rates and conditions. AUSIT may provide information
on ranges of rates charged by members.
ii) Interpreters and translators shall not accept for personal gain any fees, favours,
commissions or the like from any person, firm, corporation or government agency,
including another interpreter or translator, in connection with recommending to a client
any person, business agency, substance, material matters, process or service.
iii) In general, gifts and tips in addition to the agreed fee shall not be accepted. However,
some discretionary latitude may be exercised in accepting a gift as a token of gratitude,
as this is obligatory in certain client cultures.

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 c) Accountability
i) Interpreters and translators shall be responsible for any services to or on behalf of
clients by assistants or sub-contractors employed by the interpreters or translators.
ii) Interpreters and translators in the employment of another practitioner or interpreting and
translation agency shall exercise the same diligence as in all professional contexts in
the performance of their duties.

7) PROFESSIONAL DEVELOPMENT

a) Maintaining Skills
i) Interpreters and translators shall constantly review and re-evaluate their work
performance to maintain acceptable standards.
ii) Practising interpreters and translators are expected to maintain and enhance their
language skills by pursuing further relevant study and experience.
iii) Interpreters and translators shall maintain close familiarity with the languages and
cultures for which they offer professional interpreting and translation expertise.
iv) Interpreters and translators shall continually endeavour to improve their interpreting and
translating skills.

b) Training and Practice

It is incumbent on interpreters and translators to support and encourage the professional
development of their colleagues.

8) PROFESSIONAL SOLIDARITY

a) Support of Colleagues
i) Interpreters and translators shall support and further the interests of the profession and
their colleagues and offer each other reasonable assistance as required.
ii) Interpreters and translators shall refrain from making comments injurious to the
reputation of a colleague.

b) Trust and Respect

i) Interpreters and translators shall promote and enhance the integrity of the profession by
fostering trust and mutual respect between colleagues.
ii) Any differences of opinion interpreters and translators shall be expressed with candour
and respect, rather than by denigration.

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Supplementary Notes to the Code of Practice
Some useful suggestions follow which do not fit neatly into the Code of Practice, but which
may help explain some clauses.

1) PROFESSIONAL CONDUCT

To determine the appropriateness or otherwise of a proposed course of action, consider

whether or not it might impede or jeopardise effective communication.

If approached directly by a client, known to be a client or another interpreting or translation

professional or agency, do not accept any assignments offered without first conferring with,
and obtaining endorsement from, the other professional or agency.

2) COMPETENCE

It is more informative for interpreters and translators to use arrows <> rather than hyphens
to specify in writing language directions for which they are NAATI “accredited” or
“recognised”. [cf3 (a) (ii)].

The distinction between NAATI “accreditation” and “recognition” needs to be understood,

and those who work with interpreters and translators should be given the opportunity to
make informed decisions when seeking their services. [cf3 (a) (iii)].

Interpreters and translators ought to be given the opportunity to comment on any alterations
made to their work a result of a second opinion and/or review by other interpreters or
translators. [cf3 (d)].

3) EMPLOYMENT

When employed by an interpreting and translation agency for specific tasks, interpreters
and translators may present business cards representing that agency only - do not use
personal cards or cards which imply employment by any other organisation. [cf1 (d)].

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Appendix D - Language Chart

Below is a listing of countries and the major languages and/or dialects spoken in those countries. It is
noteworthy that this listing may not be inclusive of all languages and and/or dialects and that from time to
time new languages/dialects will emerge.

COUNTRY LANGUAGES/DIALECTS SPOKEN

Afghanistan Pushtu, Dari

Albania Albanian, Greek
Algeria Arabic, French, Berber dialects
Angola Bantu, Portuguese
Argentina Spanish, Italian, German, French
Armenia Armenian
Austria German, Slovene, Croatian, Hungarian
Azerbaijan Azerbaijani, Russian, Armenian
Bahrain Arabic, Farsi, Urdu
Bangladesh Bangla
Belarus Belorussian, Russian
Belgium French, Dutch, German, Flemish
Bolivia Spanish, Quechua, Aymara, Guarani
Bosnia & Herzegovina Bosnian, Croatian, Serbian
Brazil Portuguese
Brunei Malay, Cantonese
Bulgaria Bulgarian
Burundi French, Swahili, Kirundi
Cambodia Khmer, French
Chile Spanish
China Mandarin, Hakka, Hokkien, Toishan, Teo Chiew, Shanghainese plus
others
Colombia Spanish
Costa Rica Spanish
Croatia Croatian, Bosnian, Serbian
Cuba Spanish
Cyprus Greek, Turkish
Czech Republic Czech, Slovak
Denmark Danish, Faroese, Greenlandic
Djibouti Arabic, French, Afar, Somali
Dominican Republic Spanish
East Timor Tetum, Portuguese, Hakka, Indonesian
Ecuador Spanish, Quechua
Egypt Arabic
El Salvador Spanish
Eritrea Afar, Bilen, Kunama, Nara, Arabic, Tobedawi, Saho, Tigre, Tigrinya
Estonia Estonian, Russian, Finnish
Ethiopia Amharic, Orominga,Tigrigna, plus others
Fiji Fijian, Hindi
Finland Finnish, Swedish
FYR of Macedonia Macedonian, Albanian, Serbian
France French
Georgia Georgian, Russian, Armenian, Azerbaijani
Germany German
Greece Greek
Haiti Creole, French
Honduras Spanish
Hungary Hungarian
India Hindi, Bengali, Gujarati, Kashmiri, Malayalam, Oriya, Punjabi, Tamil,
Telugu, Urdu, Kannada, Assamese, Sanskrit, Sindhi
Indonesia Bahasa Indonesian plus others
Iran Farsi (Persian), Azari, Kurdish, Arabic
Iraq Arabic, Kurdish
Israel Hebrew, Yiddish, Arabic, Russian
Italy Italian

Language Services Toolkit Page 59

 COUNTRY LANGUAGES/DIALECTS SPOKEN

Japan Japanese
Jordan Arabic
Kazakhstan Kazak, Russian
Korea – South Korean
Kuwait Arabic
Laos Lao, Hmong, French
Latvia Latvian
Lebanon Arabic
Libya Arabic, Italian
Lithuania Lithuanian, Russian, Polish
Malaysia Malay, Chinese languages, Tamil
Malta Maltese
Mauritius French, Creole, Hindi, Urdu, Hakka
Mexico Spanish, Indian languages
Monaco French, Italian, Monegasque
Morocco Arabic, French, Berber dialects, Spanish
Nauru Nauruan
Nepal Nepali
The Netherlands Dutch, Frisian
Nicaragua Spanish
Norway Norwegian
Pakistan Punjabi, Pashtu, Urdu, Balochi
Peru Spanish, Quechua
The Philippines Filipino (Tagalog)
Poland Polish
Portugal Portuguese
Romania Romanian
Russia Russian
Samoa Samoan
Saudi Arabia Arabic
Slovakia Slovak, Hungarian
Slovenia Slovene
Somalia Somali, Arabic
Spain Spanish
Sri Lanka Sinhalese, Tamil
Sudan Arabic
Sweden Swedish
Switzerland German, French, Italian
Syria Arabic
Taiwan Mandarin, Taiwanese, Hakka
Thailand Thai
Tonga Tongan
Tunisia Arabic, French
Turkey Turkish
Uganda Swahili, Luganda, Ateso, Luo
United Arab Emirates Arabic
Ukraine Ukrainian
Uruguay Spanish
Uzbekistan Uzbek, Russian, Tajik
Vanuatu Bislama, French
Venezuela Spanish
Vietnam Vietnamese, French, Khmer, Cantonese, Khmer, Teo Chiew
Yemen Arabic
Yugoslavia Serbian, Croatian

Source: http://www.infoplease.com/world.html

Language Services Toolkit Page 60

Appendix E - Videoconferencing Facilities

Check with your language service provider whether they are able to provide language
services (interpreting) via videoconferencing facility.

Not many PCP agencies have ready access to videoconferencing facilities. Some
organisations in the greater area of the Goulburn Valley and Campaspe have agreed to
make their facilities available to PCP member agencies. The contacts, addresses and fees
involved are listed below:

Goulburn Valley Health

1. Mental Health Service, Monash St, Shepparton
Contact: Angela Murphy
Phone: 03 – 5832 2114
Fax: 03 – 5832 2100
Email: [email protected]

2. Child Adolescent Mental Health Service, Graham St, Shepparton

(Children’s wing)
Contact: Reception Desk
Phone: 03 – 5832 2160
Fax: 03 – 5832 2167

Charges:
Administration fee for organising the link up either point to point or for a multipoint
bridge (more than 2 sites). $50.00

Hire fee of equipment per hour or part thereof $70.00 Plus Telstra call cost.

Cancellation fee: $25.00 on cancellation

without 48 hours prior notice

All fees plus GST.

Department of Human Services - Shepparton

Welsford St., Shepparton
Contact: Reception
Phone: 03 – 5832 1500

Hire fee for use of equipment per hour $100.00

All fees plus GST.
Plus Telstra Call Cost
Staff may need to assist setting up the equipment.

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Department of Human Services - Bendigo
37 Rowan Street, Bendigo
Contact: Jim Ettles
Phone: 03 – 5454 5525

Hire fees for use of equipment as follows:

Session (not limited to time) $ 16.00
Plus call cost per hour or part thereof $112.00
All fees plus GST

Department of Education, Employment and Training

1. Regional Office Shepparton
Contact: Trudy Serafini
Phone: 03 – 5831 5612

2. Regional Office Benalla

Contact: Peter Whitcroft
Phone: 03 – 5761 2153

Hire fee for use of equipment per hour $100.00

Call Cost, flat fee per hour for calls within
Victoria $ 40.00
All fees plus GST.

Language Services Toolkit Page 62

Appendix F - Multilingual Publications Online
There are quite a number of databases and electronic directories, which provide translated
material in a wide variety of public health and also specialist areas.

It is recommended to assess these publications first before commencing an entirely new

publication. It is more cost effective to amend an existing publication with permission from
the owner of the original publication.

Organisation Web Site

Health Translations Directory www.healthtranslations.vic.gov.au
Online access to health information in
languages other than English compiled by
DHS.
Better Health Channel www.betterhealth.vic.gov.au
Hosted by Department of Human Services
Contains 700 articles in English and in the
following languages:
Chinese, Greek, Italian, Macedonian, Polish,
Spanish, Turkish and Vietnamese
Public Health Division, Department of www.dhs.vic.gov.au/phd/language.htm
Human Services
Contains additional health information in 21
community languages
NSW Multicultural Health Communication www.mhcs.health.nsw.gov.au
Services
Contains around 400 articles in 16
community languages
Centre for Culture Ethnicity & Health http://www.ceh.org.au/multil.html
Contains an extensive listing of multilingual
health material
Department of Human Services www.dhs.vic.gov.au/emergency
Contains fact Sheets for a wide range of
emergencies, such as flooding, breakdown
of utilities in 19 community languages
ADEC Action on Disabilities in Ethnics www.adec.org.au/babeltree
Communities
Contains information on disability in 36
community languages
Department of Human Services www.dhs.vic.gov.au/acmh/mhpublications
Mental Health
Contains brochures on patients rights and
psychotropic medication in
Arabic, Cambodian, Chinese, Croatian,
Greek, Italian, Macedonian, Polish, Russian,
Serbian, Turkish, Vietnamese
The Victorian Transcultural Psychiatry Unit www.vtpu.org.au
Contains information services as well as a
directory of bilingual mental health
professionals
Health Department of WA www.health.wa.gov.au/mau/
Contains brochures on public health, child
health, men’s health, women’s health and
services in 16 different languages

Language Services Toolkit Page 63

Appendix G - Translation and Interpreting Services
There are a number of interpreting and translating services operating in Melbourne, which
can be found in the Yellow Pages, listed under both ‘Interpreters’ and ‘Translators’.

The following interpreting and translating agencies are the main providers to the
Department of Human Services and its funded agencies. In certain cases, DHS-funded
agencies may be eligible for assistance in the provision of language services for their
clients. The language services agencies can generally advise on this, as can regional
DHS liaison officers or the DHS Multicultural Strategy Unit. Note: this not an exclusive list.

VITS LanguageLink
VITS LanguageLink provides services by qualified practitioners to a range of agencies,
predominantly in the Community Services, Disability, Housing, HACC and Community
Health sectors. These services include:
• Telephone interpreting and multilingual services.
• On-site interpreting.
• Translation services.
• Production of multilingual video and audiovisual material.
• Training and professional development programs.
• Consultancy and marketing.

Phone (03) 9280 1941 for bookings and inquiries. Services can generally be provided
on a statewide, 24-hour basis.

Translating and Interpreting Service (TIS)

TIS provides telephone interpreters, on-site interpreters and translators in most
community languages. TIS is a Division of the Commonwealth Department of
Immigration and Multicultural Affairs. TIS provides a fee-free service to assist non-
English speaking migrants and refugees who are Australian citizens or permanent
residents to communicate with private medical practitioners, community-based, non-
profit, non-government welfare organisations, local government authorities and
Parliamentarians for settlement-related purposes.

TIS provides free extract translation into English of settlement related personal
documents to migrants with permanent status and refugees under the Humanitarian
Program and is available to clients for two years after arrival in Australia or grant of
Australian residence. Settlement-related personal documents may include birth and
marriage certificates, drivers’ licences, educational and trade/professional
qualifications. Caution: TIS assesses eligibility for free services on a case-by-case
basis.

DHS has no arrangements in place with TIS to provide assistance to DHS-funded

agencies seeking a service. ‘User-pays’ arrangements apply.

For further information, phone 131 450 for bookings or (03) 9235 3651 for queries.
Services can generally be provided on a statewide, 24-hour basis.

Language Services Toolkit Page 65

Appendix H - Funded Access to Interpreting and Translation Services

VITS LanguageLink

The interpreting and translation services provided by VITS LanguageLink on behalf of

DHS are delivered and funded through a number of program specific “credit lines”.

These credit lines have a monthly spending cap and can only be accessed on a “first-
come, first served” basis by agencies who have been approved to use any of these credit
lines.

Agencies can apply for a credit line agreement by completing an application form and
returning it to the Multicultural Services Unit at DHS.

As guidelines change frequently, please visit the website www.dhs.vic.gov.au/multicultural

for the latest terms and conditions as well as to download the application form.

Language Services Toolkit Page 67

Appendix I - Dealing With the Media

1. Establishing Good Media Relations

Publicity is very important for promoting events and/or projects or a launch of a special
initiative.
Ethnic media is a direct economic means for distributing information to CALD communities.
One of the best ways to get media attention is through the use of newspapers, radio and
television.
In this context a listing of relevant local and ethnic media is attached. This list may not be
exhaustive.

In order to establish good working relationships with the media, consider the following:
• Be a reliable source of information.
• Provide a balanced story – try not to slant the facts of tell only half the story.
• Never provide false information.
• Be as cooperative and accessible as possible.
• Get to know key journalists from the media organisations responsible for covering your
local area.
• Develop the relationship by providing exclusive stories when possible.
• Facilitate relationships and interactions between journalists and other people within
your organisation.
• Return journalists phone calls as promptly as possible, and if you say you will get back
to with an answer to something, make sure you do.
• Remember, there will always be times when your objectives and the journalist’s will be
incompatible, so be objective in your approach – expert balanced coverage not
favourable coverage every time.
• Always give direct and honest answers to journalists’ questions.
• Avoid “no comment” – it can appear as though you are hiding something.
• Don’t be antagonistic, no matter how annoyed you are – present the facts in a calm,
reasonable and thoughtful manner.
• Don’t be patronising, you may know considerably more about the subject than the
journalist, but it is not necessary to talk down to people.
• Avoid “off the record” comments. If you genuinely don’t want to tell a journalist
something – don’t. An inexperienced journalist may have difficulty identifying what is on
and off the record, and you find information released which was not intended for
release.

(Deakin University, 1995)

Language Services Toolkit Page 69

 2. Writing a Media Release

A well-written media release will normally adhere to the following basic guidelines:
• Use short sentences, short paragraphs and vigorous language.
• The key issue and strongest points should appear in the first paragraph – the “lead”
or “intro”.
• After the “lead”, each succeeding paragraph should be in order of decreasing
importance. This enables the release to be trimmed from the bottom up without
losing any important facts.
• The first two paragraphs should answer the following questions:
o What happened (or will happen)?
o When and where it occurred (or will occur)?
o Why happened (or will)?
o Who it happened to or by?
o How?
• Most articles are between 5 and 10 paragraphs – this should be the maximum
length of a media release.
• Date the media release and indicate a “use by” date, in case it is held over to
another edition. It is important to indicate the date at which time it will no longer be
current or relevant.
• Use active rather than passive language (e.g. ‘the car hit the dog’ rather than ‘the
dog was hit by the car’).
• Mention the name of your organisation early in the media release, but only if it has
some key role in the topic being discussed.
• All statements or quotes need to be attributed to some one with or the issue is either
stated or implied.
• Each media release should focus on one issue.
• Finish the media release with “Ends” below the last line, the journalist will then know
they have received the whole release – particularly when it is received by fax.
• Media releases are only pointers to the news for journalists.
• If they want more information, they will contact you.
• Provide contact names and phone number for further information. It is important that
you provide an out of hour’s number.

(Deakin University, 1995)

When you have completed your English release

• Have it translated into the target language.
• Don’t rely on the newspaper to translate your release

Language Services Toolkit Page 70

Appendix J - List of Ethnic Media

1. Press

Name Publishing Schedule Contact Details

An Nahar twice weekly phone 03 – 9383 7422
El Telegraph three times per week phone 03 – 9387 9119
21st Century Chinese fax 03 – 9417 0655
Newspaper
Vietnamese Newspaper weekly publication fax 03 – 9417 0655
Serbian Newspaper twice weekly fax 03 – 9306 4200
Croatian Herald fax 03 – 9482 2830
Arabic Newspaper three times per week fax 03 – 9387 9119
Italian Newspaper fax 03 – 9482 2962
Al Bairak Lebanese phone 03 – 9326 7522
Newspaper
Australian Chinese Daily phone 03 - 9663 8046
Indo Post Indonesia Tabloid phone 03 – 9639 5922
Sing Tao Newspapers Pty phone 03 – 9662 2347
Ltd
The Tide Chinese phone 03 – 8329 7866
Newspaper Pty Ltd

2. Radio Stations

Station Website
3EON – 98.1 – Radio KLFM Bendigo http://www.listen.to/klfm
3ONE – 98.5 - 98.5 One FM Shepparton http://www/one.fm.com.au
Greater Shepparton – 100.1 Rhema FM Shepparton

Language Services Toolkit Page 71

 Appendix K – Framework for Assessing and Managing Patient Communication

CAMPASPE PRIMARY CARE PARTNERSHIP SERVICE COORDINATION MODEL Service

This is a conceptual model to build Quality Language Services onto as shown in the diagram page 2 Directory

Single Service
Telephone Directory Service Delivery
Build on Consumer Health and Care Information
Client
Entry Communication
Assessment

Specialist
Assessment Have the
Initial Needs
Initial Care Planning Evaluation Clients
Identification
Contact Service / Service care needs
Specific Changed?

Comprehensive
Assessment
Consumer Right to Exit at
any stage of the Model

To assess use AGREED:

Communication
• Practice, Process, Protocol
Assessment
Includes and Systems
community multi
Tool, page 2
• Staff Competencies
Acute / Community Interface disciplinary
• Information Management
Deliver (Admission Discharge assessment team
Processes (includes Shared
Information for all community
Planning) services (AH, DN,
Client Data)
& Exit ACAS, PAC & • Data Sets
HACC assess) • Privacy & Confidentiality
Measures

Acute responsibility
Community Responsibility

Single Referral & Feedback form

Indicates Referral
Engaging interpreters in service coordinated models
The diagram below is a framework that agencies can adopt to complement their existing guidelines and protocols.

Patient attends first time

Initial Needs Assess patient Determine the need for Address Ensure adequate linguistic
Identification communication and an Interpreter language and communication
using DHS cultural needs cultural needs
SCOTT
forms

Management of language and cultural

needs

Book Interpreter

Alert Sticker
attached to
Use file Information to Care Planning
Communication
Service Coordination Plan Record statistics
Assessment Tool
Information
recorded in
file
Information to
Post-Acute Care
Service – Health DHS SCOTT
Worker Forms
Appendix L - Consumer Charters

Charter of Public Service in a Culturally Diverse Society

The 1998 Charter of Public Service in a Culturally Diverse Society, which has been
endorsed by all levels of Australian Government, states that adequate language services
need to be available in order to provide equitable access to services to people from
culturally and linguistically diverse backgrounds.

The charter provides a useful basis for development of agency policy and related
procedures and processes that assist in the delivery of linguistically and culturally
appropriate services. The principles of the charter are outlined below:

“The Charter of Public Services in a Culturally Diverse Society”, is a way of

ensuring government services meet the needs of all Australians and achieve the
intended outcomes. In a culturally diverse society like Australia, this means making
services culturally appropriate, accessible, consumer-oriented and effective.

The Charter summarises seven principles central to the design, delivery, monitoring, and
evaluation and reporting of quality government services: access, equity, communication,
responsiveness, effectiveness, efficiency and accountability. According to the
Charter, these seven principles are defined as follows:

• Access
Services should be available to everyone who is entitled to them and should be free
of any form of discrimination irrespective of a person’s country of birth, language,
culture, race or religion.
• Equity
Services should be developed and delivered on the basis of fair treatment of clients
who are eligible to receive them.
• Communication
Service providers should use strategies to inform clients of services and their
entitlements and how they can obtain them. Providers should also consult with their
clients regularly about the adequacy, design and standard of those services.
• Responsiveness
Services should be sensitive to the needs and requirements of clients from diverse
linguistic and cultural backgrounds, and responsive as far as practicable to the
particular circumstances of individuals.
• Effectiveness
Service providers should be results oriented, focussed on meeting the needs of
clients from all background.
• Efficiency
Service providers should optimise the use of available public resources through a
user-responsive approach to services delivery, which meets the needs of clients.
• Accountability
Services should have a reporting mechanism in place, which ensures they are
accountable for implementing Charter objectives for clients (for example by
reporting on this in annual reports or other types of reports).

Language Services Toolkit Page 75

Public Hospital Patient Charter
You are entitled to expect and receive high quality services in public hospitals. This
charter promotes a partnership between you and health service staff.

By working with your treating team of health professionals you can get the best results for
your health. Your treating team includes doctors, nurses and allied health staff who look
after you during your hospital stay. The hospital has a Patient Representative who you
may like to contact if you have a concern, problem or query about your hospital stay.

This page provides information about what you can expect in public hospitals and can be
read in conjunction with other related hospital and patient rights information.

The following are your rights and responsibilities in public hospitals.

Your Rights
You have the right to:

A wide range of public hospital services.

Victoria’s public hospitals provide a wide range of services to Australian residents
and the most appropriate service will be provided to you. Sometimes that can
mean a transfer or referral to a different hospital or health care setting, such as
rehabilitation or a community health care centre. Having a wide range of services
means that wherever you are in the State, you will have access to high quality and
appropriate care.

Treatment based on clinical need regardless of your ability to pay or your health insurance
status.
You have the right to be treated, as your medical condition requires, irrespective of how
much money you have or whether you have private health insurance.

Choose whether you wish to have treatment as a public or a private patient.

You may choose to be a public or private patient. If you are a public patient, you will
not be charged for your hospital or medical services. If you are a private patient, you or
your health insurer will be charged for some services. You may want to discuss with
your hospital, health fund or doctor what other services you may be charged for as
either a public or private patient. Your ability to choose your treating doctor will differ
depending on whether you are a private or public hospital patient.

Treatment and care in a safe environment.

You have the right to feel safe, clean and comfortable while in hospital. You have the
right to raise any concerns with hospital staff, and to request assistance from the
Patient Representative at the hospital.

Language Services Toolkit Page 76

Participate in making decisions about your treatment and care.
You should be fully involved in decisions about your care and be given the opportunity
to ask questions and discuss treatments so you understand what is happening. If you
are a patient capable of giving informed consent you also have the right to refuse
treatment. You may also appoint someone to make medical decisions for you in the
event you lose capacity to do so. For more information please contact the Office of the
Public Advocate.

Participate in decisions and receive information about your discharge from hospital.
You should be fully involved in deciding how and when you leave hospital. Before you
are discharged, decisions will need to be made about your ongoing needs. You have
the right to participate in these decisions and to receive information about available
services. Your referring general practitioner should also be involved in this process.
You may discharge yourself against your doctor’s advice, however, you may be asked
to sign a form accepting responsibility for your decision.

Information about which hospital staff will provide your care.

In hospital you will be seen by a number of people. You have the right to be kept
informed about who is responsible for your care and how to contact them.

Information about your health care and, if you wish, a second medical opinion.
You are entitled to be fully informed about your treatment. You should be given
enough time to ask questions, get more information and talk to family and friends
before making any decisions. If you are unsure about your treatment, you are entitled
to obtain a second opinion from another qualified health professional.

Access to your health records and confidentiality for your personal information.
During your stay in hospital, after you have been discharged, or following any
treatment, you may want to see your health record. It may be possible to arrange
direct informal access to some or all of your record through your doctor or the
Hospital’s Privacy Officer. You can also apply through Freedom of Information (FOI) to
see and receive copies of your records. The hospital’s FOI Officer or Privacy Officer
can advise you on making an FOI request. This is a more formal process and you may
wish to contact the Patient Representative for assistance.

Everyone involved in your treatment and care has a professional and legal duty to keep
information about you confidential. Information about you is only passed on to another
person, not involved in your care, if authorised by you or by law. Anyone who receives
information from a hospital about you is also under a legal duty to keep it confidential.
The Health Records Act 2001 (Vic) sets our privacy principles with which all health
services must comply.

Treatment with respect, dignity and consideration for privacy.

As far as possible, health services will provide care and treatment in surroundings that
allow privacy. You should be treated in a manner that respects your individuality. You
are also expected to treat the hospital staff with respect and consideration.

Language Services Toolkit Page 77

If necessary, to have access to an accredited interpreter.
You are entitled to use an interpreting service for essential information such as
admission, and discussions about your medical history and treatment. If you need an
interpreter during your stay, please inform your doctor or nurse as soon as you can.
The interpreter may come in person or be accessed via the phone.

Services provided in a culturally sensitive way.

You have the right to be treated in a way that respects your culture and beliefs; for
example, this may relate to the gender of the person treating you or dietary
requirements. Where possible, the hospital will make every effort to meet your needs.
If you have any concerns, you should speak to one of the staff or the Patient
Representative.

Information on steps the hospital takes to improve the quality of care.

Hospitals are always trying to improve their quality of care. Sometimes patients or
family members can see ways that services can be improved. If you have ideas about
how services could be improved please let the staff know.

Most professions require their members to meet recognised standards. Hospitals are
no different. Hospitals are required to produce an annual quality of care report to the
community that details how the hospital is improving its quality of care. You have a
right to this information.

An opportunity to discuss any questions or complaints you may have concerning your stay
in hospital.
If you have a question or a complaint, speak to your treating team. Hospital staff want
to solve problems quickly, but they need to be told about the problem first. All public
hospitals in Victoria have Patient Representatives. If your problem cannot be resolved
by talking to your treating team, you should speak to the Patient Representative.

Make a complaint to an independent complaints organisation.

It is always best to try to resolve your complaint with the hospital. If you have tried this
and are still unsatisfied, you can make a complaint to the Health Services
Commissioner. The Commissioner can assist in the resolution of your complaint.

Your Responsibilities
You have the responsibility to:

Work with your treating team by providing relevant information about your health and
circumstances that may influence your treatment, recovery or stay in hospital.
Many things affect your health, such as your medical history, general health, social
circumstances and emotional well-being. Your treating team can only provide the most
appropriate care if they know all the relevant information about your health and
circumstances. You have a responsibility to give your treating team all relevant
information when asked about your health. For the best possible health outcome, both
you and your treating team need to share information openly.

Language Services Toolkit Page 78

More Information
Your hospital will have a Patient Representative. Ask the hospital staff or at the
information desk.

Health Services Commissioner

30th Floor, 570 Bourke Street,
Melbourne 3000
Phone 8601 5200
Freecall 1800 136 066
Fax 8601 5219
Website: www.health.vic.gov.au/hsc

More information about the rights of mental health patients, patients in private
hospitals, health insurance and legislation relating to patient rights can be found in the
Information Resources for Patients section at the above site.

Some hospitals have Aboriginal Liaison Officers. Ask the hospital staff or at the
information desk.

Language Services Toolkit Page 79

Rights and responsibilities of CALD patients - Hospital Example
In receiving care, the patient retains the following rights and responsibilities
The right to receive quality health care as circumstances permit, regardless of
his/her social status, age, gender ethnicity and lifestyle choices.
The right to receive services in a manner, which respects ethnicity, culture and
religion. Services should be provided in a culturally sensitive way and in a language
the patient understands.
The right to receive the services of female NAATI accredited health specialist
interpreters for consultations with medical and allied health staff.
The right to be treated with care, consideration and dignity in a safe environment.
The right to receive necessary information to help understand the state of his/her
health, treatment, tests and all results in the patient’s preferred language,
The right to know that privacy, confidentially and personal safety will be respected.
The right to know that concerns or complaints that have been expressed will be
dealt with promptly, sensitively and without prejudice and in the presence of a
patient advocate/representative speaking the patient’s preferred language.
The right to seek the support of a family a member or person whom the patient
trusts.
The right to seek a second opinion on the diagnosis and treatment, where practical.

The patient also has the responsibility to:

Provide information about past medical history, medication, allergies and other
health related matters to medical staff and allied health personnel.
Ask the health care provider for a clear explanation of treatment options, tests and
medications available to him/her and inform the provider that if he/she has not
understood the advice.
Inform the health care provider when the lack of understanding of the treatment
offered is due to English language competency.
Inform the health care provider of personal and cultural values, religious restrictions,
requirement that may exist regarding diet, treatment and other services.
Ask about any health consequences of the decision to refuse or withdraw from
treatment.
Advice the health service provider of the inability to attend prescribed appointments.
Respect other persons’ rights and property, their dignity, culture, religion, age,
gender, ethnicity, language and lifestyle choices.
Respect the communication need of health care providers and their need to request
a NAATI accredited health specialist interpreter when services are offered to clients
from a culturally and linguistically diverse background.
Respect and follow all policy directions of the service providing health institution.

Language Services Toolkit Page 80

Appendix M - Population Profiles

Statistics – Country Of Birth

Greater
Shepparton Strathbogie
(C) Moira (S) (S) TOTAL
Not stated 2,973 1,231 520 4,724
Inadequately described 17 10 3 30
At sea - - - 0
Afghanistan 3 - - 3
Albania 220 - - 220
Argentina 3 - - 3
Austria 19 8 6 33
Bangladesh 3 - 3 6
Belgium 3 - - 3
Bermuda 3 - - 3
Bhutan 3 - - 3
Bosnia and Herzegovina 3 6 - 9
Brazil 6 3 - 9
Bulgaria 6 - - 6
Burma (Myanmar) 3 3 - 6
Canada 23 16 3 42
Cambodia - 3 6 9
Caribbean 10 3 - 13
Chile 3 - - 3
Croatia 41 20 6 67
Cyprus 7 - 3 10
Czech Republic 3 6 3 12
Denmark 12 3 6 21
Dominica 3 - - 3
East Timor 3 - - 3
Egypt 7 8 7 22
Estonia 3 - 3 6
Ethiopia 3 - - 3
Finland 6 - - 6
Fiji 34 6 - 40
Former Yugoslav Republic of
Macedonia (FYROM) 87 3 - 90
France 14 - - 14
Germany 122 80 47 249
Hong Kong (SAR of China) 18 12 - 30
Hungary 15 7 3 25
India 175 12 3 190
Indonesia 20 6 6 32
Ireland 58 31 14 103
Iran 7 3 - 10
Iraq 267 109 - 376
Italy 1,263 302 34 1,599
Jamaica 3 - - 3
Japan 13 9 6 28
Korea, Republic of (South) - 3 - 3

Language Services Toolkit Page 81

 Greater
Shepparton Strathbogie
(C) Moira (S) (S) TOTAL
Kuwait 50 9 - 59
Laos - - 6 6
Latvia 9 3 3 15
Lebanon 9 6 3 18
Libya 3 - - 3
Lithuania 4 - - 4
Malaysia 37 13 - 50
Mauritius 6 9 - 15
Mexico 3 - - 3
Morocco 6 - - 6
Nepal 3 - - 3
Netherlands 237 118 44 399
New Zealand 464 279 53 796
Norway 3 3 3 9
Nigeria 7 - - 7
Pakistan 17 - 3 20
Papua New Guinea 16 12 7 35
Philippines 135 42 22 199
Poland 32 27 - 59
Portugal 3 - - 3
Romania 6 15 6 27
Russian Federation 9 - 3 12
Samoa 20 3 - 23
Saudi Arabia 21 3 - 24
Singapore 6 6 - 12
Slovenia 5 3 3 11
South Africa 35 19 6 60
Spain 23 - - 23
Sri Lanka 28 12 - 40
Swaziland 3 - - 3
Switzerland 9 6 3 18
Sweden - 3 6 9
Syria - 6 - 6
Taiwan 15 - 3 18
Thailand 29 6 9 44
Tokelau 6 - - 6
Trinidad and Tobago 4 - - 4
Tunisia - 3 - 3
Turkey 353 - - 353
Viet Nam 10 - 3 13
Yugoslavia, Federal Republic of 71 34 13 118
Zimbabwe 3 3 - 6

Source:
Space-Time Research
ABS- 2001 Census of Population and Housing- Table 1- Local Government Areas by Hierarchy -
Birthplace of Individual by YARP Year of Arrival in Australia and SEXP Sex- for Persons
Table 1
Hierarchy - Birthplace of Individual by Local Government Areas
for Persons

Language Services Toolkit Page 82

Statistics – Language Spoken At Home
Greater
Shepparton Strathbogie
(C) Moira (S) (S) TOTAL
English 47,989 23,808 8,685 80,482
Afrikaans 3 3 - 6
Albanian 378 - - 378
Arabic (incl. Lebanese) 453 179 - 632
Assyrian (incl. Aramaic) - 3 - 3
Auslan 6 9 - 15
Bengali 12 - 3 15
Bulgarian 9 - - 9
Cantonese 59 36 6 101
Chinese, nfd 3 - 6 9
Croatian 48 18 3 69
Czech - 6 3 9
Danish 9 3 - 12
Estonian 3 - 3 6
Finnish 3 - - 3
French 12 3 - 15
German 52 39 24 115
Greek 298 15 18 331
Hebrew 3 - - 3
Hindi 30 - - 30
Hmong - - 3 3
Hungarian 9 9 3 21
Indonesian 6 3 3 12
Italian 2,213 528 74 2,815
Japanese 45 3 9 57
Khmer - - 12 12
Korean - 3 3 6
Kurdish 3 - - 3
Lao - 6 - 6
Lithuanian 6 - - 6
Macedonian 264 - - 264
Malayalam 6 - - 6
Maltese 6 15 - 21
Mandarin 27 - - 27
Maori (New Zealand) 15 - 3 18
Marathi 3 - - 3
Nepali 6 - - 6
Netherlandic 83 47 3 133
Norwegian - - 3 3
Oceanian Pidgins and Creoles, nfd 9 - - 9
Polish 24 9 - 33
Portuguese 6 - - 6
Punjabi 106 3 - 109
Romanian - 6 6 12
Russian 18 - 9 27
Samoan 50 3 - 53
Serbian 43 24 3 70
Sinhalese 12 6 - 18
Slovak 6 - - 6
Slovene 3 - - 3
South Slavic, nfd 16 6 - 22
Spanish 34 - - 34
Supplementary categories 2,851 1,025 420 4,296
Swedish 3 - - 3
Tagalog (Filipino) 79 18 6 103
Tamil 21 - 3 24
Telugu 6 - - 6
Thai 27 - 3 30

Language Services Toolkit Page 83

 Greater
Shepparton Strathbogie
(C) Moira (S) (S) TOTAL
Timorese 3 - - 3
Tok Pisin 3 3 - 6
Tongan 9 3 - 12
Turkish 655 - 3 658
Ukrainian 18 - - 18
Urdu 6 - - 6
Vietnamese 15 - - 15

Source:
Space-Time Research
ABS- 2001 Census of Population and Housing- Table 6- LGA of Usual Residence Census Night - Victoria and YARP Year
of Arrival in Australia by LANP Language Spoken at Home and AGEP Age by SEXP Sex and ENGP Proficiency in Spoken
English- for Persons
Table 1
LANP Language Spoken at Home by LGA of Usual Residence Census Night - Victoria
for Persons

Language Services Toolkit Page 84

 Glossary of Terms

AUSIT Australian Institute of Interpreters and Translators Inc.

CALD Cultural and Linguistic Diversity

Checker A checker compares someone else’s translation with the

source text, checking spelling, grammar, accuracy and
language

CHIS Central Health Interpreter Service Inc. (no longer in

service)
Culture The way of living (values, customs and traditions) built up
by a group of people and handed down from one
generation to another (Random House College
Dictionary, revised edition 1975)

DHS Department of Human Services

GVPCP Goulburn Valley Primary Care Partnership

HACC Home and Community Care

NAATI National Accreditation Authority for Translators and

Interpreters

NESB Non English Speaking Background (no longer used as it

does not adequately reflect the cultural as well as the
linguistic background)

On Site Interpreting Face to face interpreting at the site of service provision

Language Service Provider Public or privately funded agency supplying accredited

interpreters and translators.

LOTE Languages other than English

M&CH Maternal and Child Health Services

Proofreading This is the correction of typographical errors or revision of

amendments made by the client (agency commissioning
a translation)

Source Text Original text that will be translated

Target Group The population group the translation is aimed at

TIS Translating and Interpreting Services

VITS Victorian Interpreting and Translating Services

Language Services Toolkit Page 85

 Bibliography
We would like to acknowledge the value of the following resources that were consulted in
the process of compiling this Manual.

The Australian Institute of Interpreters and Translators Inc. (AUSIT), (1996), Code of
Ethics for Interpreters and Translators.

Commonwealth Government of Australia, The Charter of Public Services in a Culturally

Diverse Society.

Deakin University, (1995), Marketing communication tools – the media Component of the
Post Graduate Diploma Local Government Management

Department of Premier and Cabinet, Victoria (1997), Victorian Government Services,

Responding to Diversity

Health Department of Victoria (1994), Working with people from a NESB Background –
Guidelines for Health Agencies.

Health Department of Western Australia (1994), Language Services in Health Care –

Policy Guidelines, updated June 2001

NAATI, Interpreters and Translators: Keys to Better Communication (current kit)

Victorian Office of Multicultural Affairs (2003), Improving the Use of Translating and
Interpreting Services: A Guide to Victorian Government Policy and Procedures.

Language Services Toolkit Page 86

Notes:
Notes:
Notes:
Notes: