Identification of client language service needs in the agency Ethnicity data collection mechanisms, including country of birth, first language spoken, English proficiency/need for an interpreter and language for which an interpreter is required is part of agency market research and client profile descriptors. Cross-linking with other agencies/sections on data is encouraged for a standard approach. Requests for interpreters and languages are recorded. Agency is aware of appropriate mode of interpreting for its client base (on-site only, telephone only, on-site and telephone, personal computer or site-based video conference). Agency has installed conference or dual handset telephones in public contact areas and interview rooms. Agency has researched information needs of its non-English speaking clients. Procedure is in place to flag a client’s interpreter needs through agency services (e.g. by noting a client’s file and records). Procedure is in place to obtain and record feedback from clients on levels of satisfaction in terms of both access to, and quality of, service delivery through the increased use of interpreters. Working with interpreters There must be flexibility in policies to cater for the language service needs of regional and remote area populations. Policy and planning and public contact staff are aware of and understand the desirability of working with professional interpreters for effective communication, and have been trained to do so. Staff members know when to engage professional interpreters. Procedures are available for staff to obtain interpreters in planned and unplanned (emergency) situations. Staff know how to respond to and distribute the Queensland Interpreter Card. Budgeting arrangements have been made for the payment of interpreters by the agency. Policies guide staff not to use friends and relatives as interpreters. Staff are aware that a refusal to provide an interpreter could be potentially discriminatory and understand the importance of professional interpreters in obtaining informed consent in legal, police, health and other government agency contexts. Multilingual information planning and management
Identification of client language service needs in the agency Ethnicity data collection mechanisms, including country of birth, first language spoken, English proficiency/need for an interpreter and language for which an interpreter is required is part of agency market research and client profile descriptors. Cross-linking with other agencies/sections on data is encouraged for a standard approach. Requests for interpreters and languages are recorded. Agency is aware of appropriate mode of interpreting for its client base (on-site only, telephone only, on-site and telephone, personal computer or site-based video conference). Agency has installed conference or dual handset telephones in public contact areas and interview rooms. Agency has researched information needs of its non-English speaking clients. Procedure is in place to flag a client’s interpreter needs through agency services (e.g. by noting a client’s file and records). Procedure is in place to obtain and record feedback from clients on levels of satisfaction in terms of both access to, and quality of, service delivery through the increased use of interpreters. Working with interpreters There must be flexibility in policies to cater for the language service needs of regional and remote area populations. Policy and planning and public contact staff are aware of and understand the desirability of working with professional interpreters for effective communication, and have been trained to do so. Staff members know when to engage professional interpreters. Procedures are available for staff to obtain interpreters in planned and unplanned (emergency) situations. Staff know how to respond to and distribute the Queensland Interpreter Card. Budgeting arrangements have been made for the payment of interpreters by the agency. Policies guide staff not to use friends and relatives as interpreters. Staff are aware that a refusal to provide an interpreter could be potentially discriminatory and understand the importance of professional interpreters in obtaining informed consent in legal, police, health and other government agency contexts. Multilingual information planning and management
Att%204%20Language%20Services%20Policy.docx