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When to use an Interpreter

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					          COMMUNITY RELATIONS COMMISSION
          For a multicultural NSW
          Level 8, 175-183 Castlereagh Street, Sydney NSW 2000
          website: www.crc.nsw.gov.au




Requesting and working
   with Interpreters
             from
 Community Relations Commission

       For a multicultural NSW




            FACT SHEETS
    prepared by Language Services

                   May 2006




         LANGUAGE SERVICES
                1300 651 500
     Fax:(02) 8255 6711, TTY (02) 8255 6758
    email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW




                                                 FOREWORD


Language Services is an integral part of the Community Relations
Commission For a multicultural NSW (CRC).

One of the functions of the Commission under the Community Relations
Commission and Principles of Multiculturalism Act 2000 is to provide
interpreting services.

Language Services have prepared the following fact sheets as a useful tool
for Service providers, and it is my pleasure to commend this publication.




Stepan Kerkyasharian, AM
Chairperson
Community Relations Commission
For a multicultural NSW




Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
             Fact Sheets
     Requesting and working
        with Interpreters

                   Table of Contents
1.   How to book an interpreter from Community
     Relations Commission (CRC)

2.   When to use an Interpreter

3.   Why you should use professional Interpreters
     • Role of the Interpreter

4.   How to work effectively with an Interpreter on-site
     • The service provider should
     • Checklist for working with Interpreters

5.   Other Service Providers

                            Appendices

•    Interpreter Request Form
•    Interpreter Record Book – IRB
•    CRC Code of Ethics for Interpreters & Translators
                                                   Community Relations Commission
                                                      For a multicultural NSW


Fact Sheet 1                                           Requesting & working with Interpreters


1.         How to book an interpreter from Community Relations
           Commission

a.         Fill in an Interpreter Request Form available from:
           • our website www.crc.nsw.gov.au / Interpreting & Translating /
                Bookings – first paragraph click ‘appropriate booking form’ or
           • call 1300 651 500 or
           • email languageservices@crc.nsw.gov.au




b.         Requests for an interpreter should be made in advance, where
           possible, to ensure that an appropriate interpreter is available.
           Telephone bookings may be accepted in some circumstances however,
           these must be immediately confirmed/followed by fax, email or post.

c.         Cancellation Fees apply where bookings are cancelled within 48 or 24
           hours of the booked starting time.


Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW




             On site interpreters when you need them
                             24 hours a day 7 days a week

                                           1300 651 500
                           Anywhere in New South Wales
           Interpreting and translating in over 75 languages
                                             Language Services
       TTY Number 8255 6758                                                   www.crc.nsw.gov.au
                  Level 8, 175-183 Castlereagh Street, SYDNEY NSW 2000
                                  PO Box A2618, SYDNEY SOUTH 1235
                                                 Fax No: 8255 6711


                         All our interpreters are:
       •     Professionally recognised and accredited
       •     Bound by strict code of ethics
       •     Operate in accordance with the NSW Public
             Sector Code of Conduct
       •     Employed under award conditions
       •     Covered by Workers Compensation Insurance
             and all other relevant insurances in the NSW
             Treasury Managed Fund
       •     Covered for superannuation and payroll tax by
             the Community Relations Commission For a
             multicultural NSW




Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW


Fact Sheet 2                                           Requesting & working with Interpreters

2.         When to use an Interpreter

An agency will need to book an interpreter when a person exhibits hesitation
or difficulty in understanding and communicating in English, or if he/she
requests an interpreter.


It is NSW Government policy that each public authority must observe the
Principles of Multiculturalism in conducting its affairs.


Language difficulties pose particular barriers in accessing legal, social and
support services. If a professional interpreter is not used in preliminary
investigations, complicated advice is likely to be misconstrued, creating a
situation where the person is unlikely or unable to pursue an available option
or service.


Language difficulties can also affect those who are normally proficient in the
use of English, as highly stressful situations often make speaking in a second
language problematic. This can affect the accuracy of the person’s statement.


In these situations a professional interpreter should always be used.




Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW

Fact Sheet 3                                           Requesting & working with Interpreters

3.         Why you should use professional Interpreters

Role of the Interpreter

The role of an interpreter is to provide a clear channel of communication
between the service provider and an individual. The interpreter is not to add or
subtract to the communication, but only interpret what has been said.

All CRC interpreters are NAATI (National Accreditation Authority for
Translators and Interpreters) accredited (in the languages where accreditation
exists).       NAATI accreditation is the qualification officially accepted for the
professions of Interpreting and Translation in Australia. This also means they
are bound by strict “CRC Code of Ethics for Interpreters and Translators” and
also by NSW Public Sector Code of Conduct which ensure a high level of
integrity and professionalism. All our Interpreters are employed under award
condition and are covered for worker’s compensation and superannuation.

The Interpreter will maintain confidentiality and not disclose information
acquired in the course of an assignment. However it is important that the
service provider stress the importance of confidentiality at the beginning of the
interview.

It is not recommended to use a family member or a neighbour as an
interpreter.

It should always be remembered that the interpreter is not an advocate or a
counsellor and should not be asked to provide advice, or an opinion or any
other assistance, beyond an interpretation of the interview between the
person and the service provider.

Dialogue interpreting involves interpretation of conversations and interviews
between two or more people. The interpreter listens first to short segments
before interpreting them. The interpreter may take notes.


Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW

Fact Sheet 3                                           Requesting & working with Interpreters


Consecutive interpreting is when the interpreter listens to larger segments,
taking notes while listening, and then interprets while the speaker pauses.

Simultaneous interpreting is the technique of interpreting into the target
language while listening to the source language i.e. speaking while listening to
the ongoing statement. (In settings such as business negotiations and court
cases, whispered simultaneous interpreting is practised to keep one party
informed of the proceedings).

Sign Language (Auslan) interpreting is a form of simultaneous interpreting
between deaf and hearing people. It involves signing while listening to the
source language or speaking while reading signs.

Sight translation involves transferring the meaning of the written text by oral
delivery (reading in one language, relaying message orally in another
language). An Interpreter may be asked to provide sight translation of short
documents.

It is essential for service providers to be well acquainted with the role of
interpreters and be skilful in the use of interpreters in order to ensure that a
sensitive, thorough and professional service is provided.

The Interpreter’s role is not to conduct the session

The CRC has feedback mechanisms and complaints handling policy and
procedures in place to help ensure that our professional interpreters deliver a
quality service.

Clients are encouraged to provide feedback in the Interpreters Record Book
(IRB) or conveyed directly to the CRC Customer Service Manager on 02.
8255 6736 or via email languageservices@crc.nsw.gov.au attention Customer
Service Manager.


Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW

Fact Sheet 4                                           Requesting & working with Interpreters

4.         How to work effectively with an Interpreter on-site

The service provider should:

•    Once an interpreter has been arranged the service provider should brief
     the interpreter on the situation and the areas to be covered before the
     interview begins.

•    arrange the seating to facilitate communication between the service
     provider and the client, making sure that the service provider speak
     directly to the client and maintain eye contact with the client (if appropriate)
     and not with the interpreter.

                                    Client                                               Interpreter


     Interpreter


                             Service Provider                                     Client                Service
                                                                                                        Provider

•    ascertain that the client do not know the assigned interpreter. If so, clarify
     or attempt to book another interpreter at another time.

•    allow the interpreters to introduce themselves and you (if you have not
     already met) to the client and to explain that whatever is said will be
     interpreted and kept confidential. Mention the need for accuracy and the
     importance of frequent pauses so that interpreters can interpret.

•    establish the ground rules of the interpreting session: that is the interpreter
     is only there to interpret what the service provider and the client has said.


•    speak slowly, clearly, naturally and try to avoid jargon if possible.

•    use short speech segments and summarise discussions periodically to
     allow the interpreter time to interpret and to ensure that the client
     understands the information.
Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW

Fact Sheet 4                                           Requesting & working with Interpreters

•    use short sentences with simultaneous interpreting.


•    never ask the interpreter for his/her opinion of the client and discourage
     him/her from offering it. Interpreter must be impartial.


•    Do not ask an interpreter to pass on messages in your absence or to find
     out what is the problem with the client. Always remember, the only function
     of an interpreter is to bridge the communication gap between two or more
     parties who do not speak the same language. Do not expect the
     interpreter to convey any points of conversation with the client which
     occurred in your absence.


•    arrange for water and other conveniences to assist the job of the
     interpreter and the client.

Checklist for working with Interpreters

•    Have you booked an interpreter with appropriate accreditation for the job?

•    Have you provided the CRC booking officer with the subject matter and
     relevant information? Maybe special requirements e.g. specific dialects or
     gender of the interpreter or home interview etc.


•    Have you allowed sufficient time for the interview – as a general rule,
     double the amount of time you would normally allow for interviews without
     interpreters?


•    Have you allowed the interpreter time for regular breaks during a long
     interpreting session?

•    Have you understood the need to speak articulately and clearly during the
     interview?




Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW

Fact Sheet 5                                           Requesting & working with Interpreters


5.         Other Service Providers

           TIS Telephone Interpreting Service:

           The Australian Government, through the Department of Immigration
           and Multicultural and Indigenous Affairs, provides a Translating and
           Interpreting Service (TIS) for people who do not speak English and for
           English speakers needing to communicate with them.

           TIS is Australia’s only nation Telephone Interpreting service, and is
           available to any person or organisation in Australia requiring
           interpreting services.

           Contact:              24 hour, seven days a week                              131 450
                                 www.immi.gov.au/tis



           NSW Health Care Interpreter Service:

           Contact:              www.health.nsw.gov.au / health-public-affairs



           National Accreditation Authority for Translators & Interpreters -
           NAATI :

           NAATI is a national standards body owned by the Commonwealth,
           State and Territory Governments of Australia.

           NAATI is also an advisory body for the Translation and Interpreting (T
           & I) industry in Australia providing advice and consultancy services on
           T & I standards, accreditation, role and conduct of Translators and
           Interpreters and T&I skills in various settings.

           Contact: 1300 557 470 or www.naati.com.au




Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
                                                   Community Relations Commission
                                                      For a multicultural NSW


Fact Sheet                                             Requesting & working with Interpreters




                        Appendices

  •             Interpreter Request Form
  •             Interpreter Record Book – IRB
  •             CRC Code of Ethics for Interpreters
                & Translators




Address: Level 8 175-183 Castlereagh St, Sydney 2000 PO Box A2618, Sydney South NSW 1235 Tel: (02) 8255 6767, Fax: (02) 8255 6711
TTY (02) 8255 6758 LANGUAGE SERVICES 1300 651 500 CRC website: www.crc.nsw.gov..au Email: languageservices@crc.nsw.gov.au
               Community Relations Commission (CRC) For a multicultural NSW LANGUAGE SERVICES
                                                                                                                                                  ABN: 79 863 510 875

                                                                                                                                       LSD FORM - 027
                             INTERPRETER REQUEST FORM
THIS FORM SHOULD BE COMPLETED IN FULL (PLEASE PRINT DETAILS)
AND RETURNED TO FAX: (02) 8255 6711

Requesting Agency: .............................................................................................................................……

Office/Station/School to be invoiced: ...........................................................................................................

Reference No: .............................................................................................................................………......

Contact Person: ............................................................................................................….………................

Telephone No: ....................................................... Fax No:........................................................................

Name of Non-English speaking/Deaf Person: ...........................................................................…................

Type of Assignment (eg. interview): ..............................................................................................................

Description (eg. witness, stealing, assessment): ..........................................................................................

Location of Assignment: ................................................................................................................................

Date of Assignment: ................................................ Time of Assignment: .................................................

Duration of Assignment: ........................................... Language: ...............................................….............

Gender of Interpreter: ……….........................................................................................................................

Number of Interpreters required:: ..................................................................................................................

Any Special Requirements: ...........................................................................................................................

.........................................................................................................................................................…...........

PLEASE COMPLETE THE FOLLOWING UNDERTAKING:

I ………………………………………….…of …………………………………………………………………….

Acknowledge the fees charged by the Community Relations Commission for Interpreting Assignments,
and undertake to pay the fees within 30 days from invoice date.

Name: ..............................................................................................................................................................

Signature: ...................................................................................................................................................…..

Designation: ................................................................... Date: ...............................................................…..

Fax: (02) 8255 6711                        Level 8, 175-183 Castlereagh Street, SYDNEY NSW 2000                                        “Your          communication
link”
TTY: (02) 8255 6758                                PO Box A2618, Sydney South NSW 1235                                     24 hours, seven days a week
Website: www.crc.nsw.gov.au            Email: languageservices@crc.nsw.gov.au                                       1300 651 500
Interpreter Record Book – IRB
                            Code of Ethics for
                       Interpreters and Translators

Interpreters and translators are expected to:

      • Act in accordance with standards of conduct appropriate to a
        professional, including being polite and courteous at all times and
        refraining from behaviour that would reasonably be regarded as
        unprofessional or dishonourable.
      • Maintain confidentiality and not disclose information acquired in the
        course of their assignments.
      • Only undertake work that they are competent to perform.
      • Remain impartial and neutral in all situations and not allow personal
        opinion to influence their performance.
      • Take reasonable care to be accurate.
      • Take full responsibility for the quality of their work.
      • Complete interpreting and translating assignments they have
        accepted and acknowledge and promptly rectify their own mistakes.
      • Continually strive to maintain, upgrade and update their level of
        professional knowledge and skills.
      • Ensure they do not take personal advantage of any information
        obtained in the course of their work nor accept or solicit any present,
        gift or other consideration, benefit or advantage.
      • Frankly disclose any possible conflict of interest.
      • Be punctual at all times and remain until the assignment is completed.
        Adhere to deadlines. In emergencies, advise clients promptly.
      • Respect and support their fellow professionals.
      • Ensure they do not seek to solicit work directly from a client.
      • Ensure they do not canvass or advertise their services in a private
        capacity in any matter which would tend to lower the status of, or
        bring discredit on, the profession.
      • Ascertain beforehand what will be required of them and make the
        necessary preparations for all interpreting and translating
        assignments.
      • It shall be a breach of this code if an interpreter is found guilty of
        infamous conduct in a professional respect (as defined in the courts
        of law) or be convicted of a felony or other crime punishable by
        imprisonment.

* based on AUSIT Code of Ethics
                 COMMUNITY RELATIONS COMMISSION
                 For a multicultural NSW (CRC)
                 Level 8, 175-183 Castlereagh St, Sydney NSW 2000



                LANGUAGE SERVICES
Who we are                                        Our Interpreters and
                                                  Translators
Language Services is a division of the
CRC. We provide a wide range of
interpreting and translating services             Our services are provided by a group
in over 77 languages to facilitate                of highly skilled professionals. We
effective communication between                   place great emphasis on getting the
clients who speak different                       right person for the task. Our
languages. We are the principal                   interpreters are highly qualified and
provider of interpreting for state                experienced. All our interpreters and
government agencies and legal                     translators are bound by the CRC
interpreting services in NSW,                     codes of ethics and conduct to
providing services to Courts, Legal               ensure a high level of quality service.
Aid, Community Legal Centres,
Director of Public Prosecutions and               For enquires please call
Legal Practitioners. We also provide
on-site interpreting services to
private organisations and individuals.
                                                  1300 651 500
The broad range of translation
services we offer include translation
                                                  24 hours 7 days a week
of personal documents, transcription              from anywhere in NSW
of tapes, technical and complex
materials      and      multilingual
                                                  for the cost of a local
documents.                                        call.


If you have a complaint, we need to know

We are committed to provide a quality service to our customers. Your comments,
suggestions or complaints will help us improve our service in meeting changing
business and customer needs. If you are not happy, we want to hear about it. To
make a complaint please call Customer Service Manager on 1300 651 500.




For more information please visit our website www.crc.nsw.gov.au

				
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Description: When to use an Interpreter