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Initial contact and identification of services for Indigenous Australians
125-01000000
Currently published version valid from 26/07/2022 9:10 PM
Background
This document outlines information relating to initial contact and identification of services for Indigenous Australians.
Government intent
Customers who contact Services Australia may be facing situations where they need extra assistance. The Service Officer by
employing appropriate questioning techniques encourages the customer to fully explain their situation. This will assist in
establishing what services would best suit the customer's circumstances. The Service Officer identifies an appropriate referral to the
specialist officer.
There are two types of Indigenous specialist officers each having a specific role in helping Aboriginal and Torres Strait Islander
customers.
Methods of initial contact
When a customer first contacts Services Australia and enquires about certain payments and services, the Service Officer runs the First
Contact Service Offer (FCSO) workflow which guides the screening process.
The focus is on identifying the customer's readiness, capability and capacity to look for and accept work and highlights the
important issues that need consideration.
A customer may make an initial contact in writing, face-to-face or by phone.
Identification of services
The Service Officer identifies if a referral is appropriate to the specialist officer. Specialist Officers often act as a link between Services
Australia and the many community based support services available to people requiring extra assistance and support.
Contents
Identifying and offering a package of services for an Indigenous customer
Indigenous specialist officers
Closing dates for lodgement of students and Australian Apprentice claims
Indigenous Employment Program
Self service terminals
New Enterprise Incentive Scheme (NEIS)
Community Development Program (CDP)
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Accessing an Indigenous interpreter 125-17060200
Currently published version valid from 19/07/2022 10:22 PM
Background
This document outlines information how to access interpreter services for Indigenous Australians with limited English language
proficiency.
Indigenous languages
Aboriginal and Torres Strait Islander culture is diverse with numerous language groups that exist across Australia. There is not one
common language spoken by Indigenous Australians.
Indigenous Australian languages are some of the oldest surviving languages spoken in the world. Traditionally there were over 500
different language groups and each group had their own distinctive cultural beliefs, language and dialects.
Approximately 150 Indigenous languages are spoken in Australia today. Indigenous Australians may speak up to 4 or more different
Indigenous languages and/or dialects, with English often the least spoken.
Indigenous interpreting
Language can be one of the many barriers multilingual Indigenous Australians face when contacting Services Australia. Providing
access to an Indigenous interpreter improves communication, engagement, mutual understanding and respect.
The agency is committed to using Indigenous interpreters for customers where English is not their primary language. The use of a
customer's friend or relative as the interpreter is actively discouraged. This avoids potential problems with language competency,
impartiality, content integrity and confidentiality.
Note: it is never appropriate to use a child as an interpreter.
Indigenous interpreting services
The agency provides customers with free access to Indigenous interpreters. Indigenous language services are delivered through the
following arrangements:
Rostered on-site Indigenous interpreters (sessional interpreters)
On-site interpreters are available at 3 service centres in Western Australia (Broome, Kununurra and Halls Creek). This interpreting
service is to be accessed in the first instance, if appropriate.
If a customer can attend one of these service centres, they will have immediate access to a face to face Indigenous interpreter.
On-demand telephone interpreting service
The on-demand telephone interpreting service provides immediate access to an Indigenous interpreter. Interpreters are available in
certain Indigenous languages that include:
Anmatyerr (pronounced An-mat-ear)
Arrernte (Eastern Central) (pronounced A-rundaurarra)
Burarra (pronounced Bur-rad-da)
Kriol (Top End) (pronounced Cre-ole)
Pitjantjatjara (pronounced Pit-junt-jara)
Pintupi-Luritja (pronounced Pin-tupee- La-rich-a)
Warlpiri (pronounced Wall-pree)
Yolngu Matha (pronounced Yol-new Ma-tha) including Djambarrpuyngu (pronounced Jom-ba-poyng-oo)
Torres Strait Creole, also known as Yumpla Tok
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Meriam Mir
Kala Lagaw Ya
Kala Kawaw Ya
Booked Indigenous interpreting service
Booked Indigenous interpreters can be available for on-site, telephone or remote customer appointments.
Requests for booked Indigenous interpreters are submitted in the Interpreter Management System (IMS), accessed via the Front of
House (
FOH) desktop app.
Interpreter services information
Interpreters help customers who speak a language other than English conduct their business.
for help with how to work effectively with interpreters, see Guidelines for using interpreters
for the benefits of using interpreters (for customer and staff), see Interpreter Services
if a customer requires an immediate telephone interpreter, see Contacting an on-demand telephone interpreter (Interpreter
Connect)
if a customer is deaf or hard of hearing and requires an
immediate interpreter, explore their nominee arrangement, or see Using the National Relay Service (NRS)
interpreter for a future appointment, see Interpreter Services for customers who are deaf or hard of hearing
if a customer requires an interpreter for a future appointment, see Booking an interpreter for an appointment
The Resources page contains a table on Indigenous sites and time zones to use for booking appointments, contact details for
Language Services, a link to the Services Australia website, a link to external websites and intranet links.
Process Summary
This image provides a summary of the steps involved to access an Indigenous interpreter.
Note: a text based version of the following process summary image is available.
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Process
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On this page:
Indigenous interpreting services
Creating a booked appointment in Interpreter Management System (IMS)
Indigenous interpreting services
Table 1: This table describes when and how a Service Officer can access Indigenous interpreting services.
Step
Action
1
Identify and record customer's preferred spoken language + Read more ...
Advise the customer (on-site or on the telephone) an Indigenous interpreter will be used, ask them for their
preferred spoken language.
Check if the customer’s need for an interpreter and their preferred language has been recorded:
Centrelink customers:
Check the Other Contact Details (
OCD) screen, in the
Interpreter Language field.
If the language is not recorded, select
OTH (Other) and annotate the Display on Access (
DOA)
DOC with the
language/dialect spoken by the customer.
Child Support customers
Check the
Client Profile Window.
If the language is not recorded, select
OTH in the language drop down menu and select
Yes in the Interpreter
required drop down menu. Document in the '
Special Contact Detail' the customer's preferred language.
Medicare customers
For programs that use CDMS, record the details in the
Comments tab.
Programs that use CDMS include:
Medicare Public
Australia Immunisation Register
Incentives Program
Australian Organ Donor Register
Medicare Levy Exemption
Medicare Provider Services: claims and assessing
Medicare Enrolments
For programs that do not use CDMS (or have view only access), the customer's language does not need to be
recorded.
Go to Step 2
2
Establish customer's current location + Read more ...
Customers located near the Broome, Kununurra or Halls Creek service centres in Western Australia (WA) can access
on-site Indigenous interpreters.
Can the customer attend the Broome, Kununurra or Halls Creek service centres?
Yes, go to Step 3
No, go to Step 4
3
Rostered on-site Indigenous interpreters located in Broome, Kununurra and Halls Creek Service Centres +
Read more ...
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Appointments are not required, walk-in customers can access rostered on-site interpreters in:
Broome, WA on Monday and Tuesday from 8 am to 12 noon (AWST) and can interpret:
Kimberley Kriol
Walmajarri
Warlpiri
Kununurra, WA on Monday and Tuesday from 8 am to 12 noon (AWST) and can interpret:
Balangarri
Gija
Gurindji
Jaru
Kimberley Kriol
Miriwoong
Murrinh Patha
Halls Creek, WA on Monday, Tuesday and Thursday from 10.30 am to 12.30 pm (AWST) and can interpret:
Djaru
Gooniyandi
Kija
Kukatja
Kimberley Kriol
Walmajarri
Procedure ends here
4
On-demand telephone interpreting service + Read more ...
The on-demand telephone interpreting service provides immediate access to Indigenous interpreters in languages
that include:
Anmatyerr (pronounced An-mat-ear)
Arrernte (Eastern Central) (pronounced A-rundaurarra)
Burarra (pronounced Bur-rad-da)
Kriol (Top End) (pronounced Cre-ole)
Pitjantjatjara (pronounced Pit-junt-jara)
Pintupi-Luritja (pronounced Pin-tupee- La-rich-a)
Warlpiri (pronounced Wall-pree)
Yolngu Matha (pronounced Yol-new Ma-tha) including Djambarrpuyngu (pronounced Jom-ba-poyng-oo)
Torres Strait Creole, also known as Yumpla Tok
Meriam Mir
Kala Lagaw Ya
Kala Kawaw Ya
To access an immediate Indigenous interpreter over the telephone:
for on-site customers, go to Step 5
for customers on the telephone, go to Step 6
If unsure, go to Step 8
5
Onsite Customer requires an immediate indigenous telephone interpreter + Read more ...
Advise the on-site customer a telephone interpreter will be used, ask them for their:
Indigenous language required
name, skin name, gender
community name
subject/topic of discussion
See Language codes and Office ID. These are needed to contact an interpreter.
To connect to a telephone interpreter, use either:
Interpreter telephony kit that has been thoroughly cleaned and quarantined for 72 hours, or
Cisco handset
Call the on-demand telephone interpreting service:
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if using a
Cisco handset
press the Conference button, key in the number for Language Services
if using Services Australia Workspace (
Softphone)
Centrelink customers: select the consultation button, key in the number for Language Services via
Language Services, press the telephone icon
Medicare customers: key in the number for Language Services
When a Language Service Booking Officer answers:
ask for an on-demand interpreter in the requested language
provide the requesting officers logon ID and the customer's details (name, skin name, community name)
The Booking Officer will place the call on hold while they manually attempt to locate an interpreter.
If the Booking Officer:
locates an interpreter, go to Step 7
cannot locate an interpreter, go to Step 8
6
Customer on the telephone requires an immediate Indigenous telephone interpreter + Read more ...
With the customer on the call, advise a telephone interpreter will be used, ask them for their:
Indigenous language required
name, skin name, gender
community name
subject/ topic of discussion
See Language codes and Office ID. These are needed to contact an interpreter.
Call the on-demand telephone interpreting service:
if using Services Australia Workspace (Softphone), with the customer on the call:
Centrelink Customers: select the consultation button, key in the number for Language Services via
Language Services, then press the telephone icon
Child Support customers: select ‘Start a Consultation’, key in the number for Language Services via
Language Services, then press the telephone icon
Medicare customers: key in the number for Language Services
if using a Cisco handset, with the customer on the call:
press the Conference button, key in the number for Language Services
When a Language Services Booking Officer answers:
ask for an on-demand interpreter in the requested language
provide the requesting officers logon ID and the customer’s details (name, skin name, community name)
The Booking Officer will place the call on hold, while they manually attempt to locate an interpreter.
If the Booking Officer:
locates an interpreter, go to Step 7
cannot locate an interpreter, go to Step 8
7
On-demand Indigenous telephone interpreter is available + Read more ...
After locating an interpreter, the Booking Officer checks the customer’s information with the interpreter to establish
if a cultural conflict of interest is present. Delays may be experienced due to this process.
If a conflict is identified, the Booking Officer will attempt to source an alternate interpreter. If no conflicts are
identified, the Booking Officer advises an interpreter is available and the call will be placed on hold while they
connect the interpreter to the call.
Once connected to the interpreter:
the Booking Officer leaves the call (staff member and interpreter remain on the line)
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introduce yourself to the interpreter
ask for the interpreter’s name
When ready, join the customer to the call:
if using Services Australia Workspace (
Softphone), and the customer is on the telephone, select the Call
Conference icon (double telephones)
if using a
Cisco handset, and the customer is
on-site, conference the customer’s mobile telephone number (if
available). To do this:
press the Conference button
enter 0 for an outside line
key in the customer’s mobile number, it will automatically dial
when the customer answers, press the Conference button again
if using a telephone interpreter kit with an on-site customer, provide the customer with a clean,
quarantined headset
Commence the 3-way conversation (staff member, interpreter and customer).
If the call disconnects, call Language Services and explain what happened. Provide the customer and interpreter’s
name. The Booking Officer will attempt to reconnect the call.
At the completion of the call, record an Indigenous interpreter was used including their name:
Centrelink customers: on a
DOC on the customer’s record
Child Support customers: in the communication window
Medicare customers: under Personal Comments in the CDMS system, for the following programs:
Medicare Public
Australia Immunisation Register
Incentives Program
Australian Organ Donor Register
Medicare Levy Exemption
Medicare Provider Services: claims and assessing
Medicare Enrolments
for programs that do not use CDMS (or have view only access), the vendor number is not required to
be recorded
To provide
feedback, go to Step 9
8
Indigenous language interpreter is not available + Read more ...
If an Indigenous language interpreter cannot be found, tell the customer there are currently no interpreters available.
Ask the customer if they would like to:
arrange a booked telephone interpreter request for a future time/date, for:
on-site and telephone booked appointments, see Booking an interpreter for an appointment
remote servicing appointments, go to Table 2
speak another language available via the on-demand service
continue with the interview in English - without the help of an interpreter, if they are comfortable to do so.
Service Officers are responsible for evaluating if it is appropriate to continue the interview
If the customer wises to continue in English, record all attempts to access an interpreter:
Centrelink customers: on a
DOC on the customer’s record
Child Support customers: in the communication window
Medicare customers: under Personal Comments in the CDMS system, for the following programs:
Medicare Public
Australia Immunisation Register
Incentives Program
Australian Organ Donor Register
Medicare Levy Exemption
Medicare Provider Services: claims and assessing
Medicare Enrolments
for programs that do not use CDMS (or have view only access), the vendor number is not required to be
recorded
Procedure ends here.
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9
Provide feedback + Read more ...
Staff can provide feedback about their interpreting experience to help identify how services can be improved.
Feedback can include items such as interpreter performance, system issues, complaints or compliments.
To provide feedback, email Language Services and include the following information if known:
Service Officer name
Office ID or Office name
date of telephone call
duration requested
time connected and disconnected to interpreter
language
interpreters name
interpreter gender
compliment, complaint or system issue
Procedure ends here.
Creating a booked appointment in Interpreter Management System (IMS)
Table 2: This table describes how to book appointments for an Indigenous language interpreter in IMS.
Step
Action
1
Identify the booked Indigenous interpreter appointment + Read more ...
Booked Indigenous interpreters are requested for future customer appointments (telephone, on-site or remote)
If the customer requires a booked interpreter for:
on-site or telephone appointments, go to Booking an interpreter for an appointment
remote servicing appointments, go to Step 2
2
Record the customer’s preferred spoken language + Read more ...
Prior to arranging a booked remote servicing appointment, check if the customer’s need for an interpreter and their
preferred spoken language has been recorded:
Centrelink customers:
check the Other Contact Details (
OCD) screen, in the
Interpreter Language field
if the language is not recorded, choose
OTH (Other) and annotate the Display on Access (
DOA)
DOC with the
language/dialect spoken by the customer
Child Support customers
check the
Client Profile Window.
if the language is not recorded, choose
OTH in the language drop down menu and select
Yes in the
Interpreter required drop down menu. Document in the '
Special Contact Detail' the customer's preferred
language
Medicare customers
for programs that use CDMS, select the language from the
Language Spoken At Home (other than
English) menu under the
Personal Details tab within the Personal records of CDMS. Record the details in the
Comments tab.
programs that use CDMS include:
Medicare Public
Australia Immunisation Register
Incentives Program
Australian Organ Donor Register
Medicare Levy Exemption
Medicare Provider Services: claims and assessing
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Medicare Enrolments
for programs that do not use CDMS (or have view only access), the customer's language does not need to be
recorded
Go to Step 3
3
Booking a remote appointment with an Indigenous interpreter + Read more ...
Booked remote appointments are generally used by the Remote Servicing team as it requires travelling to
remote/extremely remote Indigenous communities.
To book a remote appointment:
navigate to the desktop
select the
Front of House (FoH) desktop app >
Home page >
Interpreting Management Service (IMS) tile
>
Interpreting jobs >
Interpreter Request
when the
1. Interpreter Request information screen is displayed, select
Step 2 button to display the
General
Details information screen, complete all fields:
Organisation, select Remote Servicing
Service Reason, select General
Appointment Type, select
OTH (Other)
select the
Step 3 button to display the
Request Details screen, complete all fields:
Language, select the Indigenous language
Interpreting Format, select
Seminar booking
for a booked telephone appointment, select
Phone
for a booked on-site appointment, select
On-site
State Date and Time, select the date and time (24 hour time). For multiple days and/or sessions,
create separate bookings for each day and/or session
Duration, the length of time must be calculated and keyed in minutes
Site:
enter the service centre where the requesting officer is located.
'
Use Alternate Address', select '
Yes
' and enter the address where the appointment will be conducted.
Select the site based on the time zone of the community. For example, a community based in the
Northern Territory uses Western Australia time, select the site located in the Western Australian zone
where the appointment will be conducted.
See the Resources
page for site name guidance
select
Step 4 to display the
Customer Details screen, complete all fields:
Customer Details, enter Customer's CRN, full name and gender preference
in the
Additional Comments box, key the Community name (if known)
select the
Step 5 button, to display the
Contact Officer Details screen
complete all fields of the
Trip Leader of the booking:
name, logon, phone, email. The Language Services Booking Officer will notify the Trip Leader of the result of
the request
select
Submit
Go to Step 4
4
Confirmation of booked appointment + Read more ...
A message will appear confirming the booked remote appointment has been created. A Job confirmation number is
provided.
Record the Job confirmation number:
Centrelink customers: on a
DOC on the customer’s record
Child Support customers: in the communication window
Medicare customers: under Personal Comments in the CDMS system, for the following programs:
Medicare Public
Australia Immunisation Register
Incentives Program
Australian Organ Donor Register
Medicare Levy Exemption
Medicare Provider Services: claims and assessing
Medicare Enrolments
for programs that do not use CDMS (or have view only access), the vendor number is not required to
be recorded
Procedure ends here
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Resources
Indigenous sites and time zones
Site Name
Description
Remote Servicing Central
ROC: COP
Australia - Northern
Territory (NT) locations
Location: Alice Springs
Use this site for Central Australia (NT) bookings
Remote Servicing Central
ROC: RMCAWA
Australia - Western
Australia (WA) locations
Location: Alice Springs
Use this site for Central Australia (WA) bookings
Remote Servicing Central
ROC: RMCASA
Australia – South
Australia (SA) locations
Location: Alice Springs
Use this site for Central Australia (SA) bookings
Remote Servicing -
ROC: RMKIMB
Kimberley
Location: Broome
Use this site for Kimberley bookings
Remote Servicing - Top
ROC: RMTOP
End
Location: Darwin
Use this site for Top End bookings
Contact details
Language Services
Interpreter Connect codes and IDs
Do not share these attachments externally. See Freedom of Information .- Information Publication Scheme.
Office ID List
Language Codes List
COVID 19 Vaccination Office ID List
User guides
Tips for working with interpreters: telephone soft skills
Tips for working with interpreters: seminar interpreting
LEX 68365 - Administrative access - Page 12 of 12
Child Support user guide for Interpreter Connect
Service Centre user guide for Interpreter Connect using the customer's mobile phone
Service Centre user guide for Interpreter Connect using an interpreter telephony kit
Smart Centre user guide for Interpreter Connect: inbound calls
Smart Centre user guide for Interpreter Connect: outbound calls
Do not share this attachment externally. See Freedom of Information - Information Publication Scheme.
Language ID Guide
Services Australia website
Information in your language
Forms (staff)
Interpreter feedback form
Interpreter Telephony Kit Ordering Guide (task card)
Interpreter Telephony Kit Connection Guide (task card)
Interpreter Telephony Kit Reporting Guide (task card)
Record of Services Supplied form
External websites
Code of Ethics | AUSIT | Translators and Interpreters (AUSIT - Code of Ethics)
Training & Support
Add the course number to the
Search field in the Learning Portal (LMS) in ESSentials:
POR00351 - Indigenous Interpreters (web based training)
POR00333 - Working with Indigenous Interpreters (facilitated or virtual training)
