Download video - Translating and Interpreting Service

Department of Immigration and Border Protection
Translating and Interpreting Service (TIS National) video
Chapter 1: A guide to TIS National services
Chapter 2: Hints and tips for working with interpreters
Chapter 3: TIS National services for medical practitioners
TIS National promotional video: Chapter 1
Andrea Parsons – TIS National
TIS is open for 24 hours a day, 7 days a week so you can get in contact with us anytime. We have a
range of clients. We have private sector clients, government organisations emergency services,
anybody that someone may need to contact will be able to get through.
Geoff Hansen – Compliance Officer, Department of Immigration and Citizenship
In DIAC for the community status resolution service we need to use an interpreter to help facilitate a
lot of our clients immigration status. We need to determine other pathways the client may have
available to them and also any particular issues the clients may be having.
Yolanda Turini – Settlement Grants Program Project Officer
The program that I am involved in targets clients that have been in Australia less than 5 years so
obviously some of them are still learning English or have no level of English at all. So in order to
communicate with them to work out what their needs are we need to use interpreters.
Mitra Naraqi – Case Manager, Catholic Care Canberra and Goulbourn
They are very dependent on us when they first arrive, and for them to make us to understand what
they want we always encourage them to use TIS.
Geoff Hansen – Compliance Officer, Department of Immigration and Citizenship
The telephone interpreter can assist us with an on the spot interpreting service, so if our clients often
walk in off the street and it gives us a chance to quickly access an interpreter and manage their case
effectively.
Mitra Naraqi – Case Manager, Catholic Care Canberra and Goulbourn
We have a card that is provided by TIS which they can put it on the fridge or somewhere which is
accessible and there is a number which we encourage them to call anytime that they need
interpreters.
Yolanda Turini – Settlement Grants Program Project Officer
It’s easier usually to use an interpreter rather than rely on a child or a friend just to make sure that the
right message is getting across both ways.
Geoff Hansen – Compliance Officer, Department of Immigration and Citizenship
Often it’s difficult for us to know when to book an interpreter so having a telephone interpreting service
provides us with an accessible interpreter service we can use at almost any point in the day to attend
to any situation.
Yolanda Turini – Settlement Grants Program Project Officer
It is anonymous so our clients when they are talking about personal issues don’t have to worry that is
going to get back to their community.
Dickson Sebit – Case Manager, Catholic Care Canberra and Goulbourn
They are some clients who do not like to know the person, as an interpreter that’s why they prefer the
telephone interpreter. And maybe we consider a telephone interpreter could be in another state, so
they don’t have any connection with that person so they see it as a very safe and confidential way.
Yolanda Turini – Settlement Grants Program Project Officer
It’s just so quick and easy so as soon as a client walks in the door we can get an interpreter on the
phone we don’t have to wait.
Geoff Hansen – Compliance Officer, Department of Immigration and Citizenship
If they are unable to find an interpreter they are usual able to give me an estimate as to how long it will
be.
Dickson Sebit – Case Manager, Catholic Care Canberra and Goulbourn
You don’t have to wait for someone to come to the venue so once you ring TIS the person will be on
the phone within one or two minutes.
Andrea Parsons – TIS National
It’s very easy to get in contact with TIS, all you need to do is call 131 450.
NARRATOR
Using the TIS National telephone interpreting service is easy. Simply supply the operator with your TIS
National client code and the language you require.
SCENARIO 1
OPERATOR
Welcome to TIS National this is Andrea how can I help you?
STACEY - MARTHA’S REAL ESTATE
Hi, my name is Stacey; I’m calling from Martha’s Real Estate Agency. I am just wanting to get a
Mandarin interpreter for a client of mine please.
OPERATOR
No problem, do you have a client code?
STACEY - MARTHA’S REAL ESTATE
Yes, it’s ….
NARRATOR
Our service standard is to provide you with an interpreter in a major community language within three
minutes.
OPERATOR
Thanks Stacey just hold the line for an interpreter.
STACEY - MARTHA’S REAL ESTATE
Great, thank you.
NARRATOR
It’s that simple to obtain a telephone interpreter immediately. There is no need to ‘make do’ with
bilingual staff or family members who may not be available when you need them or who may not have
adequate language skills.
You can use our language cards or poster to establish your client’s preferred language. When you’ve
established the client’s preferred language, you can provide them with a TIS National ‘I need an
interpreter’ card which clearly states the client’s preferred language.
A TIS National telephone interpreting service can be pre-booked if you have any special requirements.
TIS National can also provide an on-site interpreter at a location of your choice.
TIS National’s policy is to use interpreters accredited by NAATI, the National Accreditation Authority
for Translators and Interpreters, wherever possible.
TIS National interpreters are bound by the AUSIT code of ethics to maintain confidentiality, to be
impartial and to be accurate in all interpreting without adding or omitting information.
Some organisations and individuals can access free interpreting services provided by the Department
of Immigration and Citizenship. Free interpreting services may be available to: private medical
practitioners, pharmacies, Members of Parliament, local government authorities, trade unions, and
select non-profit, non-government, community-based organisations.
For interpreting services 24 hours a day, seven days a week, call TIS National on 131 450, or visit our
website at www.immi.gov.au/tis.
TIS National promotional video: Chapter 2
NARRATOR
An interpreter is a person who conveys orally the meaning of the spoken word from one language to
another. You can use interpreters more effectively and achieve better communication with a nonEnglish speaking client by ensuring both you and your client understand the role of an interpreter.
SCENARIO 2
CLIENT
(In Vietnamese)
I’d like to make a doctor’s appointment please.
INTERPRETER
I’d like to make a doctor’s appointment please.
RECEPTIONIST
Okay. When would you like the appointment to be?
INTERPRETER
(In Vietnamese)
Okay. When would you like the appointment to be?
CLIENT
(In Vietnamese)
I’d like to see the doctor on Tuesday please.
INTERPRETER
I’d like to see the other doctor on Tuesday please.
RECEPTIONIST
Yes, we can book you in for Tuesday. Would Tuesday morning be okay?
INTERPRETER
(In Vietnamese)
Yes, we can book you in for Tuesday. Would Tuesday morning be okay?
CLIENT
(In Vietnamese)
Yes, that’s fine. Tuesday morning is ok.
INTERPRETER
Yes, that’s fine. Tuesday morning is ok.
NARRATOR
The interpreter’s role is to accurately and appropriately convey the whole message from one language
to another. To allow the interpreter to do this, you need to pause often to allow time for the interpreter
to interpret and for your client to respond. You should also speak directly to your client, for example, in
this scenario, the RECEPTIONIST asks the client, ‘When would you like the appointment to be?’
Always make your client the centre of your attention, regardless of whether the interpreter is in the
room with you. In an on-site interpreting situation, speak directly to your client and maintain eyecontact with your client, not the interpreter. You can arrange seating to facilitate communication
between you and your client. If you are using an on-site interpreter, a triangular seating arrangement
is ideal.
When using an interpreter, your role is to conduct and manage the interview. It is your responsibility to
ensure a free flow of communication.
The first step in any interpreting situation is to introduce yourself to the interpreter and to brief the
interpreter on the situation. As part of the briefing you can describe the type of telephone you are
using. You should also allow the interpreter to introduce themself to the client.
SCENARIO 3
MRS EDWARDS
Hello, interpreter?
INTERPRETER
Hello
MRS EDWARDS
Hi, my name is MRS EDWARDS, I’m a high school maths teacher. I’m currently here with MRS
AIDEN. MRS AIDEN’s son, Dennis, is in one of my maths classes and MRS AIDEN is here today for a
parent-teacher interview.
MR EDWARDS
Could you introduce yourself?
INTERPRETER
(In Turkish)
Hello Mrs Aiden, I am a Turkish interpreter. You have MRS EDWARDS with you and she is your son’s
mathematics teacher.
MR SMITH
(in Turkish)
Yes, I understand.
INTERPRETER
Okay, we’re ready. Go ahead, please.
MR EDWARDS
Wonderful. Great. Thank you for coming MRS AIDEN. How are you?
NARRATOR
You can assist the interpreter to accurately recount what you say by using some simple strategies:

Keep sentences short, limited to one or two ideas per sentence.

Use simple language and avoid jargon.

Pause often to allow time for interpreting.
Be patient with the interpreting process, sometimes one short sentence in English may require several
sentences in the other language.
MRS SMITH
(In Turkish)
Dennis wants to go to university and study accounting. Are his grades good enough for that? Should
James be doing more homework?
INTERPRETER
Dennis wants to go to university and study accounting. Are his grades good enough for that? Should
Dennis be doing more homework do you think?
MR EDWARDS
Ok, well I have to answer that in two parts. Firstly, Dennis is receiving excellent results on tests and
assignments; he’s actually one of the best students in his class.
INTERPRETER
(In Turkish)
I will need to answer that in two parts. First, Dennis is receiving excellent results on tests and
assignments; he is one of the best students in his class.
MR EDWARDS
And as he is receiving such good results, I don’t think it’s necessary for him to do more homework. If
he continues to work hard in class, I think he won’t have a problem getting into an accounting course.
INTERPRETER
(In Turkish)
And as he is receiving such good results, I don’t think it’s necessary for him to do more homework. If
he continues to work hard in class, I think he won’t have a problem getting into an accounting course.
MR SMITH
(In Turkish)
Very good news, thank you.
INTERPRETER
Very good news, thank you.
NARRATOR
Generally, you should maintain eye-contact with your client to show they are the centre of your
attention. However, eye-contact is a great example of how cultural differences in body language can
affect communication. In some cultures looking someone in the eye indicates honesty and
straightforwardness while in others it can be seen as challenging and rude. It helps to be aware of
these differences when engaging an interpreter.
In any interpreting situation, your role is to conduct and manage the interview. Make your client the
centre of your attention by maintaining eye contact and speaking to them directly. To assist the
interpreter, keep sentences short and simple, and pause often. By utilizing the tips presented, you can
help bridge the communication gap between you and your client.
TIS National promotional video: Chapter 3
NARRATOR
The Department of Immigration and Citizenship provides free interpreting services to medical
practitioners in private practice. Doctors can access a TIS National interpreter using our 24/7 priority
telephone interpreting service, the doctors priority line.
When you want to use an interpreter, call the doctors priority line, quote your client code and state the
language you require.
Our service standard is to provide you with an interpreter in a major community language within three
minutes.
SCENARIO 4
OPERATOR
Welcome to TIS National Josh speaking, how can I help?
DOCTOR
Hi. My name is Doctor Jones. I have my patient here with me and we’d like to use a Spanish
interpreter please.
OPERATOR
Yes certainly. Do you have a client code?
DOCTOR
Yes I do. It’s “C” for Charlie…
NARRATOR
A TIS National interpreter is only a phone call away. When both the doctor and patient are ready, TIS
National can connect an interpreter by telephone and there is no time lost if the patient’s appointment
is delayed.
OPERATOR
Thanks for holding. I’ve got the interpreter on the line, you can go ahead.
DOCTOR
Great, thank you. Hello, interpreter?
NARRATOR
It’s that simple to obtain a telephone interpreter immediately. Medical practitioners can access a TIS
National interpreter quickly and free-of-charge when they call the doctors priority line. There is no
need to ‘make do’ with bilingual staff or family members who may not be available when you need
them and who may not have adequate language skills.
DR CHRISTINE PHILLIPS
With TIS you can access an interpreter within three minutes, for the cost of a local call, and TIS
undertake to provide you with that interpreter on the phone.
DR JOO-INN CHEW
They’re really accurate, they’re respectful, they’re appropriate, it’s just such a relief to use such a
professional service and it’s so easy to use even in busy general practice.
DR CHRISTINE PHILLIPS
Many patients that I use interpreters for actually come from quite small language backgrounds, and
they’re sometimes unwilling to have an interpreter in the consultation with them.
DR JOO-INN CHEW
Some language groups are quite small and I’ve actually had patients sometimes try and ask the
interpreter who they are or where they’re from or if they’re this person and the interpreters have been
very professional and said, “I’m not able to say, this is just my first name.”
DR CHRISTINE PHILLIPS
The telephone interpreter service is available 24 hours a day, 7 days a week, so it offers me the
flexibility of being able to use somebody when I’m on a home visit. It offers me the flexibility of using
somebody after hours.
DR JOO-INN CHEW
They’re prepared to wait while I go out and do a procedure. They’re prepared to sit by while I
vaccinate a room full of kids.
DR CHRISTINE PHILLIPS
There is an availability of about 200 languages, so it gives me more flexibility about the languages I
can use.
DR JOO-INN CHEW
I think sometimes there’s a lot of cultural nuances that as well as just literally interpreting sometimes
the interpreter can help out a little bit by just bridging some of those cultural differences and explaining
things in the right paradigm.
DR CHRISTINE PHILLIPS
It’s very convenient, it’s the cost of a local phone call and they will pick up your phone call within about
four or five rings.
NARRATOR
The doctors priority line is for GPs and specialists in private practice. The Doctors Priority Line can be
used when providing services which are claimable under Medicare to Australian Citizens and
permanent residents. Reception staff can also call the doctors priority line when they are arranging an
appointment or providing the results of a medical test to a doctor’s client.
TIS National provides you with interpreters accredited by NAATI, the National Accreditation Authority
for Translators and Interpreters, wherever possible.
TIS National interpreters are bound by the AUSIT code of ethics to maintain confidentiality, to be
impartial and to be accurate in all interpreting without adding or omitting information.
Pharmacies can also access free interpreting for the purpose of dispensing Pharmaceutical Benefit
Scheme (PBS) medications.
To register for the doctor’s priority line or for further information on TIS National services, please visit
our website or call our Client Liaison and Promotions team.