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 frontcounter 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 (ONCALL or TIS) or Regional Information and Advocacy Council Inc. about staff training in using interpreters.

Definitions and Quality Standards

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

• On-site interpreting


• 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.

On Site Interpreting

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.

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.

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.

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.

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 nonverbal 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 funding agency e.g. 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. For organisational reporting and budgeting purposes also consider completing the “Interpreter and translator reporting pro-forma”, form 4.

Form 3: Interpreting Booking Record

Item	Record Details (if any)	Provided to Language Service Provider Please Tick 
Date booking request made (not date of appointment)
Client’s name
Gender of client
Language required
Emergency situation
Medium required (select one)	Onsite
	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 videoconference 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

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:

Interpreter Services Reporting Pro-Forma

Name of Organisation:

Quarter & Year:

Please complete tables A and B.

Table A (i): On-Site Interpreting Report

(Please list type of On-Site interpreting used) Agency/In-House/Freelance	Occasions of Service	Total cost

A (ii) Please note where you have had difficulty securing interpreters at the professional level in the table
below Please be reminded that it is government policy to use NAATI-accredited professional interpreters
and translators where possible.

Language	Level of interpreter secured	Reason(s) for not securing interpreter at professional level

A (iii): Please state where interpreter was not available at all in the table below:

Language	Number of occasions	Reason(s)

Table B (i): Telephone Interpreting Report

(Please list type of telephone interpreting used) Agency/In-House/Freelance	Occasions of Service	Total cost

B (ii): Please state where interpreter was not available at all in the table below:

Language	Number of occasions	Reason(s)

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:

• The client presents with the Victorian Interpreter Card


• Language spoken at home is not English


• Language spoken with friends is not English


• Family act as interpreters for the client/consumer


• Client/consumer responds to questions by nodding, but not speaking English
  (When there is no clinical reason for doing so)


• Client/consumer responds to questions in a language other than English


• 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.

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.

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) that it is agency policy to engage professional interpreters
(d) the client/consumer can have the name of the interpreter and their gender (if required) before the planned visit
(e) they can terminate the interview at any time
(f) the refusal of interpreter will be recorded in the client’s/consumer’s file in case of future litigation

5.3

Contact ONCALL on 9867 3788, 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 ONCALL 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 ONCALL 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:

Data to be collected as per form 4 “Interpreting and Translating Pro-forma”.