ASSESSING THE NEED FOR & WORKING WITH

INTERPRETERS

ASSESSING THE NEED FOR & WORKING WITH

INTERPRETERS

Jac GriffithsCastlemaine District Community Health

(CDCH)

OverviewOverview

Why Use an Interpreter?

Assessing the Need for an Interpreter (5 points)

What Is & What is Not Interpreter’s Role?

The Benefits of Working With an Interpreter

HOW TO PUT IT ALL INTO PRACTICE (8 points)

Overview (cont)Overview (cont) Interpreting Services

Make-up of our Shire

Languages in our Shire

Sudanese

Resources Used

Why Use an Interpreter?Why Use an Interpreter?

For effective 2 way conversation: so you understand the client & client can understand you – it’s not just for the client!

A person may experience difficulties communicating in English:

In a stressful situation,

When dealing with a second language in an unfamiliar territory (i.e. medical).

Assessing the Need for an Interpreter

Assessing the Need for an Interpreter

1. Advise Clients

2. Ask Client

3. Service Provider’s Duty of Care

4. Assess Client

5. Address Clients Concerns

1. Advise Clients1. Advise Clients

Interpreters are available and provided free of charge.

Emphasis the confidentiality of the service & outline the procedure for working with interpreters.

Ensure written information is available at reception. www.multicultural.vic.gov.au

(Under “Projects & Initiatives”)

1. Advise Clients (cont)1. Advise Clients (cont)

National Interpreter Symbol

Officially launched in Victoria in May 2006

2. Ask Clients2. Ask Clients

Ask, “Would you like an Interpreter?”

Flashcard

What main language is spoken at home.

Check if a dialect is spoken.

Any ethnic or religious preferences for working with interpreters.

2. Ask Clients (cont)2. Ask Clients (cont)

If they would prefer a male or female interpreter.

If preferred language is not available, check whether the client can speak other languages and is willing to use an interpreter in another language.

Client may prefer phone.

3. Service Provider’sDuty of Care

3. Service Provider’sDuty of Care

Explain to the client that it is equally important that you are able to understand what they are saying.

4. Assess Client4. Assess Client Ask the client to spell out their address or

say their date of birth.

Look for signs that your client is having trouble.

Ask your client open-ended questions.

If client insists they do not need an Interpreter, explain the benefits.

5. Address Clients Concerns

5. Address Clients Concerns

Explain the interpreter role, including confidentiality.

Telephone interpreter from another region or state:

Small communities

Use appropriate gender for Interpreter

5. Address Clients Concerns (cont)

5. Address Clients Concerns (cont)

Family members can provide support if the client wishes.

Your service doesn’t use family members or friends for Interpreting.

TipTip

An interpreter should be introduced AT ANY POINT if communication

is or becomes difficult

What Is & What is Not Interpreter’s Role?

What Is & What is Not Interpreter’s Role?

Bridge the communication gap.

Spoken message from one language to another.

Deaf people may require Auslan.

Literal interpretation.

What Is & What is Not Interpreter’s Role?

(cont)

What Is & What is Not Interpreter’s Role?

(cont)

Interpreters are bound by a code of ethics.

Interpreters are not advocates for either party.

It is not the Interpreter’s role to conduct the session or act as a cultural expert.

The Benefits of Working With an

Interpreter

The Benefits of Working With an

Interpreter

Information conveyed is accurate and impartial.

Meet the National Accreditation Authority for Translators and Interpreters (NAATI) requirements.

The Benefits of Working With an Interpreter (cont)

The Benefits of Working With an Interpreter (cont)

Remember working with an Interpreter may take longer

BUT Communication is More Effective

HOW TO PUT IT ALL INTO PRACTICE

HOW TO PUT IT ALL INTO PRACTICE

1. What Style of Interpreting?2. Booking the Session3. Plan the Session4. Brief the Interpreter5. Sensitive Questions6. Communicating with the Client7. Ending the Session8. Feedback and Concerns.

1. What Style of Interpreting?

1. What Style of Interpreting?

Telephone interpreting for basic communication of a short nature.

On-site interpreting for more complex and lengthy sessions.

On-site interpreting, ensure a booking is made in advance.

2. Booking the Session2. Booking the Session Book the interpreter well in advance.

Inform the client about the procedure for using an interpreter prior to the session.

Follow your booking procedures.

Indicate how much time, gender of interpreter & what language

2. Booking the Session (cont)

2. Booking the Session (cont)

Some situations are sensitive & the cultural background, gender & or religion

of the interpreter may be important.

3. Plan the Session3. Plan the Session

Allow extra time for the session.

Arrange the seating so that you can maintain eye contact with the client (although it should be remembered that direct eye contact in some cultures is not permitted between certain people).

3. Plan the Session (cont)

3. Plan the Session (cont)

Interpreter

Client Worker

4. Brief the Interpreter4. Brief the Interpreter

Ensure booking time includes some extra time.

Brief the Interpreter on the session.

5. Sensitive Questions5. Sensitive Questions If (sensitive…personal) questions need to

be asked – consider whether your sex is going to be a barrier (i.e. female client may feel more comfortable & therefore more open, with a female health worker).

Ask the client who they want in the room before conducting the session.

5. Sensitive Questions (cont)

5. Sensitive Questions (cont)

Ask the client permission to ask some (sensitive...personal) questions.

Make NO assumptions what may or may not be (sensitive...personal) or (permitted) for that client

ask the client…“self” -cultural expert

Remember your “duty of care” for a client may require you to ask difficult questions.

6. Communicating With the Client

6. Communicating With the Client

Introductions. Maintain eye contact. Speak to the client in the first person. Talk directly to the client.

6. Communicating With the Client (cont)

6. Communicating With the Client (cont)

Speak clearly in plain English.

Use short simple sentences.

Make one point at a time.

Be aware of your body language.

Do not exclude the client.

The interpreter may want to clarify. Interpreter may need to take notes or

consult a dictionary. Speak in short intervals. Everything that is said must be interpreted.

6. Communicating With the Client (cont)

6. Communicating With the Client (cont)

6. Communicating With the Client (cont)

6. Communicating With the Client (cont)

Interpreters do not control the interview.

Explain any interruptions.

Summarise discussion & provide opportunity for questions.

Interpreting is sometimes difficult & a highly skilled job.

7. Ending the Session 7. Ending the Session

Check whether the client is ready to end the session and that there are no further questions.

Debrief the interpreter if necessary.

8. Feedback and Concerns

8. Feedback and Concerns

Develop a feedback system for staff & clients.

Ensure complaints are documented. Complaints can be referred to the

interpreting agency. If interpreter is from your agency, apply the

organisational grievance procedure.

8. Feedback and Concerns (cont)

8. Feedback and Concerns (cont)

Raise concerns about an interpreter. If interpreter’s behaviour is interfering with

the interview, the interview can be stopped. Provide positive feedback when the

interpreter’s service meets or exceeds your requirements.

Interpreting ServicesInterpreting Services

ONCALL Interpreters & Translators Agency. www.oncallinterpreters.com

Translating & Interpreting Services (TIS).

www.immi.gov.au/living-in-australia/help-with-english/help_with_translating/

VITS LanguageLink. www.vits.com.au

Interpreting Services (cont)

Interpreting Services (cont)

All Graduates Interpreting & Translating.

www.allgraduates.com.au

CONNECT Language Services.

www.languageservices.com.au

84% Australian

6.6% not stated

9.4% born overseas

3.4% born overseas are from non-English speaking countries

Make-up of our ShireMake-up of our Shire

Australian IndigenousDinka (Sudan)Arabic (Middle East & North Africa -

Sudan)German Greek ItalianFrenchDutchChinese, Mandarin, Cantonese (China) HungarianPolishSpanish Filipino (Philippines)Japanese MalteseMacedonian (Macedonia, Greece, Serbia)Vietnamese Croatian (Croatia, Serbia, Bosnia,

Romania)

Languages in our ShireLanguages in our ShireHindi (India)Serbian (Central & Western Europe)Tamil (India, Sri Lanka, Singapore)Indonesian (Indonesia, East Timor)Tagalog (Philippines)Thai African languages, nfdCebuano (Philippines) Danish Farsi (Afghanistan, Iran, Pakistan)Finnish Javanese (Java – Indonesia)Luo (Sudan, Ethiopia, Uganda, Kenya)Malay (Malaysia)Middle Eastern Semitic languageOther Eastern Asian languagePashto (Afghanistan, Pakistan)Russian

SudaneseSudaneseThe number of

individual languages listed for

Sudan is 142.

Of those, 133 are living languages

& 9 have no known speakers.

Top 10 Languages Spoken at Home (in Victoria)

46.6% Arabic 25.1% Dinka9.2% Nuer3.5% African Languages, nec1.8% African Languages, nfd 1.3% Tigrinya 1.1% Amharic0.7% Greek 0.5% Swahili0.1% Vietnamese3.2% Speaks English only4.3% Other languages (a)2.3% Not stated

Resources UsedResources Used

VITS LanguageLink: “Working with Interpreters”.

Centre for Culture, Ethnicity and Health (CEH):

“Assessing the need for an interpreter”. “Arranging an interpreter”. “Working with interpreters”.