What if a client wants an interpreter
of a specific sex or background?
Your client may ask for an interpreter of a
particular sex or background (e.g. ethnicity).
This may be for cultural or personal reasons,
or because the appointment is of a sensitive
nature. As far as practicable, you should try
and meet this request while ensuring the use
of the services of a competent interpreter.
What if a client asks for a particular
interpreter?
Your client may ask for a particular interpreter
because they have used them in the past and
were happy with the service they provided.
Conversely, they may have been unhappy, or
have other issues, and request that a particular
interpreter not be used. You should try to meet
your client’s request where possible, while
using the services of a competent interpreter,
and in line with your agency policy, and
considering the circumstances.
Can clients use a family member or
friend to interpret?
Clients may ask to use a family member
or friend to interpret for them. This is not
recommended as they may be emotionally
involved, and lack the necessary skills and
impartiality. They are not bound by the same
standards of conduct, such as maintaining
confidentiality, as competent interpreters.
However, providing the action does not
compromise the service being provided,
and does not expose the State of Western
Australia and its agencies to legal liability,
a family member or friend (over the age of 18)
may be used in urgent situations or for basic
communication exchanges.
In all cases where a competent interpreter has
not been used details of the decision and the
circumstances justifying that decision should
be specifically documented. (See Section
Two of “Implementing the Language Service
Policy” about determining when an interpreter
must, should or may be used; and Appendix 2
“Decision Tree for Engaging an Interpreter” in
the WA Language Services Policy).
What information do I need to give
when booking an interpreter?
You should provide the following
information:
• name of your agency
• language required
• sex and/or ethnicity of the interpreter
(if to be specified)
• client’s name
• date, time and anticipated duration of the
assignment
• name of the staff member to whom the
interpreter should report
• nature of the assignment
(e.g. medical appointment)
• for non-routine assignments, sufficient
background material to enable the
interpreter to prepare in advance of the
assignment, including name and contact
details of person/s who can provide the
relevant information
• length and nature of the assignment in case,
for occupational health and safety reasons,
more than one interpreter is needed
• correct address for the assignment (for faceto-face bookings), available parking for the
interpreter, or specific directions to help find
the location if necessary
• your agency’s reference/cost centre/order or
client number (if relevant).
Additional considerations for Indigenous
clients:
• client’s skin name
• client’s community
• court requests: list of all parties involved in
the case, to assist an interpreter to determine
whether to accept or reject the assignment to
avoid cultural conflict
• specifics regarding a medical or legal case,
to assist an interpreter to determine whether
to accept or reject an assignment, based
on the sex of the patient/client and cultural
appropriateness of the subject matter.
Your organisation may have guidelines about
booking procedures, a preferred interpreter
provider or an in-house interpreter service. You
should follow these guidelines when making a
booking.
To view the WA Language Services Policy visit
www.omi.wa.gov.au
For further information, please contact
the Office of Multicultural Interests,
Department of Local Government,
on 9217 1600.
Government of Western Australia
Office of Multicultural Interests
A guide for
Government agencies
It is Western Australian Government policy to
provide the services of an interpreter free of charge
to people who need help with the English language.
Amongst Western Australians who may require
assistance with communicating effectively in spoken
or written English are Indigenous people, migrants
and those who are Deaf or hard of hearing.
I need an interpreter
My first language is:
I also speak:
The “I need an interpreter” card aims to help
Western Australians, with limited proficiency in the
English language, access State Government services
by helping them request interpreter assistance; and
to make it easier for staff in government agencies
to arrange for a competent interpreter in the correct
language.
Please arrange for an interpreter in a language
shown on the front of the card, in line with your
agency’s language services policy and/or the
Western Australian Language Services Policy.
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What is the aim of the Western
Australian Language Services Policy?
The Policy reflects the Government’s
commitment to provide accessible services to all
Western Australians. It seeks to ensure effective
communication between Government agencies
and clients, as this is essential in delivering
equitable and high quality services and programs
to meet the needs of Western Australia’s diverse
community. Some agencies may also be subject
to legislative requirements in this regard.
Each Government agency needs to determine
when a competent interpreter, or specifically a
professional interpreter, must, should or may
be used depending on the purpose of the
communication.
Who is a Competent Interpreter?
In accordance with the Policy, a competent
interpreter adheres to a professional Code
of Ethics for Practitioners incorporating the
principles of impartiality and confidentiality, and
performance that is accurate and faithful, and
meets at least one of the following criteria:
1. Accreditation by the National Accreditation
Authority for Translating and Interpreting
(NAATI)
2. A formal qualification in interpreting from an
accredited tertiary institution
In languages where there is neither training nor
NAATI accreditation:
3. NAATI recognition
4. Recognition by an approved or contracted
service provider – such as the Translating
and Interpreting Service (TIS), Sign Language
Communications (SLC WA), Kimberley
Interpreting Service (KIS), or other private
sector providers
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5. An employee of an organisation who is a
Bilingual Worker with additional training
in interpreting services e.g. completed a
nationally accredited training unit
Who should arrange an interpreter?
The following information is to help you respond when a client presents an “I need an interpreter” card.
It is a guide only. You should follow your agency policy regarding interpreting services, particularly with
respect to when an interpreter must, should, or may be used. If your agency does not have a policy, you
should refer to the WA Language Services Policy for general guidelines.
State Government agencies are responsible for
arranging an interpreter for clients.
Do not ask clients to ‘bring an interpreter’. In
particular, never ask clients to bring friends,
family or community members to act as
interpreters.
What should I do when a client presents
an “I need an interpreter” card?
What interpreting services are
available?
Subject to your agency’s policy, it is
recommended that you:
Who pays for the interpreter?
1. Check the language on the front of the card
• On-site (face-to-face) interpreting
• Telephone interpreting
• Video-conference interpreting
The agency delivering the service should arrange
to pay for the interpreter – not the client.
Do clients need an “I need an
interpreter” card to access an
interpreter?
2. Inform the client that you will arrange for an
interpreter
3. Arrange an interpreter, follow your agency’s
policy or guidelines on how to do so
No. Clients do not need an “I need an
interpreter” card to access an interpreter.
4. Make a note in the client’s file (if relevant)
to assist with arranging an interpreter on any
subsequent visit
How will I know which language the
client speaks?
The Commonwealth Department for Immigration
and Citizenship (DIAC) also distributes an “I need
an Interpreter” card.
Ask the client. If the client has an “I need an
interpreter” card the language your client speaks
will be written in English on the front of the card.
More than one language may be written on the
card. This means the cardholder is proficient in
each of these languages.
You should try to arrange an interpreter in the
client’s first language. If this is not possible you
may be able to arrange an interpreter in one of
the other languages listed.
Where do I find an interpreter?
If your organisation has a policy on language
services, you should arrange an interpreter in line
with the policy. If not, professional interpreters
can be found online. (For more information refer
to “How to access and use interpreting services”
and information on Aboriginal Language Centres
in the WA Language Services Policy).
What if I can’t get a face-toface interpreter in the language
requested?
If a face-to-face interpreter is not available in
any of the languages shown on the card then,
if appropriate, you could:
• access an interpreter via telephone or videoconference
• make an appointment for your client
to come back later and arrange for an
interpreter to be available then
• provide written information in a language
the client can read, if it is available
• use a bilingual staff member who speaks
the client’s language, if one is available, to
get some basic information, in order to help
arrange an appointment with an interpreter.
Acknowledgement: The Office of Multicultural Interests acknowledges the Victorian Multicultural Commission’s permission to modify the Victorian Interpreter Card brochure for
use in Western Australia.
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