1. ASSESSING THE NEED FOR & WORKING WITH INTERPRETERS Jac Griffiths Castlemaine District Community Health (CDCH)

3. Overview  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)

4. Overview (cont)  Interpreting Services  Make-up of our Shire  Languages in our Shire  Sudanese  Resources Used

6. 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).

7. 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

8. 1. 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 www.multicultural.vic.gov.au (Under “Projects & Initiatives”)

9. 1. Advise Clients (cont) National Interpreter Symbol Officially launched in Victoria in May 2006

10. 2. 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.

11. 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.

12. 3. Service Provider’s Duty of Care Explain to the client that it is equally important that you are able to understand what they are saying.

13. 4. 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.

14. 5. Address Clients Concerns  Explain the interpreter role, including confidentiality.  Telephone interpreter from another region or state:  Small communities  Use appropriate gender for Interpreter

15. 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.

16. Tip An interpreter should be introduced AT ANY POINT if communication is or becomes difficult

17. 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.

18. 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.

19. The Benefits of Working With an Interpreter  Information conveyed is accurate and impartial.  Meet the National Accreditation Authority for Translators and Interpreters (NAATI) requirements.

20. The Benefits of Working With an Interpreter (cont) Remember working with an Interpreter may take longer BUT Communication is More Effective

21. HOW TO PUT IT ALL INTO PRACTICE 1. What Style of Interpreting? 2. Booking the Session 3. Plan the Session 4. Brief the Interpreter 5. Sensitive Questions 6. Communicating with the Client 7. Ending the Session 8. Feedback and Concerns.

22. 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.

23. 2. 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

24. 2. Booking the Session (cont) Some situations are sensitive & the cultural background, gender & or religion of the interpreter may be important.

25. 3. 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).

26. 3. Plan the Session (cont) Interpreter ClientWorker

27. 4. Brief the Interpreter  Ensure booking time includes some extra time.  Brief the Interpreter on the session.

28. 5. 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.

29. 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.

30. 6. Communicating With the Client  Introductions.  Maintain eye contact.  Speak to the client in the first person.  Talk directly to the client.

31. 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.

32.  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)

33.  Interpreters do not control the interview.  Explain any interruptions.  Summarise discussion & provide opportunity for questions.  Interpreting is sometimes difficult & a highly skilled job.

34. 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.

35. 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.

36. 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.

37. Interpreting Services  ONCALL Interpreters & Translators Agency. www.oncallinterpreters.com 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 www.vits.com.au

38. Interpreting Services (cont)  All Graduates Interpreting & Translating. www.allgraduates.com.au  CONNECT Language Services. www.languageservices.com.au

39. 84% Australian 6.6% not stated 9.4% born overseas 3.4% born overseas are from non-English speaking countries Make-up of our Shire

40.  Australian Indigenous  Dinka (Sudan)  Arabic (Middle East & North Africa - Sudan)  German  Greek  Italian  French  Dutch  Chinese, Mandarin, Cantonese (China)  Hungarian  Polish  Spanish  Filipino (Philippines)  Japanese  Maltese  Macedonian (Macedonia, Greece, Serbia)  Vietnamese  Croatian (Croatia, Serbia, Bosnia, Romania) Languages in our Shire  Hindi (India)  Serbian (Central & Western Europe)  Tamil (India, Sri Lanka, Singapore)  Indonesian (Indonesia, East Timor)  Tagalog (Philippines)  Thai  African languages, nfd  Cebuano (Philippines)  Danish  Farsi (Afghanistan, Iran, Pakistan)  Finnish  Javanese (Java – Indonesia)  Luo (Sudan, Ethiopia, Uganda, Kenya)  Malay (Malaysia)  Middle Eastern Semitic language  Other Eastern Asian language  Pashto (Afghanistan, Pakistan)  Russian

41. Sudanese The 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% Dinka 9.2% Nuer 3.5%African Languages, nec 1.8%African Languages, nfd 1.3%Tigrinya 1.1%Amharic 0.7%Greek 0.5%Swahili 0.1%Vietnamese 3.2%Speaks English only 4.3%Other languages (a) 2.3%Not stated

42. Resources 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”.