Interpreting and Translation Services

Policy

This policy outlines the requirements and available services to Victorian government schools relating to communicating with parents and carers who require interpreting and translation assistance.

All department funded kindergarten services and eligible support services can also access VITS LanguageLoop interpreting services. Please refer to Use an interpreter in early childhood education services for further details.

Summary

• Schools must offer interpreting and translation services to parents and carers who have limited or no English language skills to communicate key information about their child’s education.
• Schools must use the department’s provider, the Victorian Interpreting and Translating Service LanguageLoop (VITS LanguageLoop), to access funded interpreting and translation services.
• Information on how to access this service is available on the Guidance tab.
• The department covers the cost of a range of interpreting and translation services, as detailed in this policy and the Guidance tab.
• The costs for interpreting and translation services for full fee-paying overseas students are not met by the department and are to be met by the school.

Details

The department provides funding for interpreting and translation services to support children and young people:

• who are enrolled in Victorian government schools
• whose parents are from a language background other than English and require communication to be undertaken in their first language.

Further details of the availability of interpreting services are outlined in the Interpreting services guidance chapter.

This department funding does not cover costs for interpreting and translation services for full fee-paying overseas students. These costs must be met by the school.

Offering interpreting and translation services

Schools must offer interpreting and translation services to parents and carers who have limited or no English language skills to communicate key information about their child’s education, such as for parent-teacher interviews or other one-to-one meetings.

Wherever possible, schools should also offer interpreting and translation services for other school communications such as consent forms, newsletters and letters to parents or carers.

Interpreting and translation services provider

Schools must use the department’s provider, VITS LanguageLoop to access department funded services – refer to the Guidance tab for information on how to access this service. The services can be used for:

• parent-teacher interviews
• information dissemination
• discussions about educational progress, integration, careers or pathways, welfare or discipline. The student year level must be recorded
• student services assessments. The nature of the assessment (for example, speech pathologist, psychologist, social worker, and visiting teacher) must be included in the booking. In addition, the student year level must be recorded
• discussions about transition to primary or secondary school
• discussions about student enrolment. The student year level must be recorded. If enrolling more than one student from the same family, include year levels of all students being enrolled.

Any requests not included in the categories listed above are classed as 'unusual situations' and require approval from the department by contacting the Targeted School Services Unit on language.services@education.vic.gov.au

The services are not available to assist individual students in classrooms or to support curriculum-related activities or events such as graduations or performances. Refer to EAL Support and Funding for further information on supporting EAL students in the classroom.

Any inquiries regarding these services should be directed to the Targeted School Services Unit on email language.services@education.vic.gov.au

Related policies

• EAL – Provision for Newly Arrived Students
• EAL Support and Funding

Guidance on accessing interpreting and translation services

This guidance outlines how Victorian government schools access interpreting and translation services for parents and carers who require interpreting and translation assistance. The guidance includes the following chapters:

• Interpreting services
• Booking an interpreter
• Telephone interpreting service
• Translation assignments
• Procedures for requesting documentation
• Cancellation
• Complaints

Interpreting services

On-site, telephone and video interpreters are available for the following categories/assignments:

• parent teacher interviews
• information dissemination
• individual student support (for example, educational progress, integration, careers/pathways, welfare, discipline) – note:
  • the student year level must be recorded
• student services assessments – note:
  • the nature of the assessment (for example, speech pathologist, psychologist, social worker, and visiting teacher) must be included in the booking
  • the student year level must be recorded
• transition to primary and/or secondary school
• student enrolment – note:
  • if enrolling more than one student from the same family, include year levels of all students being enrolled
  • the student year level/s must be recorded
• school focused youth services, includes telephone, school or home-based discussion with parent/carer
• primary school nursing programs, includes telephone, school or home-based discussion with parent/carer
• secondary school nursing programs, includes telephone, school or home-based discussion with parent/carer.

The above categories and notional times (60 minutes/90 minutes) do not require prior approval from the department.

Any requests not included in the categories listed above are classed as 'unusual situations' and require approval from the department. VITS LanguageLoop is responsible for determining whether department approval is required and for working with the department to obtain this approval.

Note: Costs for interpreting and translation services for full fee paying overseas students are not met by the department. Costs for these students are to be met by the school.

Booking an interpreter

Prior permission from the department to book an interpreter is not required for most interpreting services.

However, in some situations VITS LanguageLoop will require permission from the department before accepting the booking.

To book an interpreting service, schools must register with VITS LanguageLoop and establish an account.

To register your school, contact VITS LanguageLoop or call 03 9280 1955.

Services can then be booked online or by phone:

• Online – visit VITS LanguageLoop to arrange a booking. Each user is required to enter their username (usually the account holder's email address) and a password (provided by VITS LanguageLoop).
• Telephone – Call 03 9280 1955 (24 hours, 7 days a week). Each user is required to quote their pin number (provided by VITS LanguageLoop on registration).
• Emergency bookings – the emergency number is available for any issues that may occur at the booking commencement time and for a genuine interpreting emergency (24 hours, 7 days a week) on 03 9280 1900.

Confirmation

Confirmation of bookings can occur upon request by the person/service placing the booking at the time the booking is made. Confirmation by VITS LanguageLoop will be provided by the preferred method of communication, either by phone or email.

Booking procedures

Booking an interpreter as soon as possible after a need has been identified increases the likelihood that an interpreter will be available for the preferred time. Where possible, bookings should be made at least 5 business days before the interpreter is required. VITS LanguageLoop will confirm the booking within 3 to 5 days if requested to do so.

Interpreting services should be arranged during normal business hours whenever possible. However provision for out-of-hours services is available.

During periods of high demand, such as when end of term parent–teacher interviews are being undertaken, longer notice may be required, for example 10 business days’ notice. Longer notice may also be required when a more highly accredited and experienced interpreter is required to be assigned to the booking, for example, when the communication involves complex or sensitive information.

Unless otherwise requested, a minimum 90 minute booking period per engagement will apply. However, a 60 minute booking period is available upon request. Where a shorter booking period applies, consideration should be given to using telephone interpreters instead of on-site interpreters where appropriate (for example, low complexity matters).

For parent–teacher interviews, schools are required to arrange appointments to maximise the use of interpreters during the period for which they are booked.

Booking details

The specific language(s), dialect (if relevant), time and duration, purpose, precise location and contact person must be specified.

Requirements relating to the assignment need to be specified at the time of booking. For example:

• gender
• specific interpreter
• for school bookings, the student year level must be provided.

For schools, all interpreter bookings must be authorised by the principal and coordinated by 1 person.

Unable to provide interpreting service

Notification that VITS LanguageLoop is unable to provide an interpreter for a booking will be provided (via the preferred method of communication) as soon as possible with provision to reschedule as required.

During periods of high demand and bulk bookings, such as when end of term parent–teacher interviews are being undertaken, access to on-site interpreting may require earlier than 10 business days coordination with VITS LanguageLoop. In some cases, greater flexibility may be required in terms of mode of communication, such as opting for video conferencing where possible.

Telephone interpreting service

A telephone interpreter service facilitates 3-way communication and video interpreting. This service is cost effective and available 24 hours a day, 7 days a week. The 24 most commonly requested languages are automated by using a telephone number that corresponds to the required language. Waiting time for this service is minimal, and in most situations all parties will be linked within minutes. LanguageLoop can also offer video interpreting.

Calls to LanguageLoop on public holidays and outside normal business hours (8 am to 9 pm Monday to Friday and 8 am to 1 pm Saturday) will incur additional costs.

Telephone interpreting may not be appropriate in some circumstances or if the interview is likely to be longer than 60 minutes.

Telephone interpreting can be booked in advance and is recommended when a language outside the 24 most commonly requested languages is required.

Briefing the interpreter prior to commencing the interpreting assignment can also occur by connecting to the interpreter in advance.

Please refer to the LanguageLoop welcome kit, available on the Resources tab, for instructions on using LanguageLoop's telephone interpreting service and a list of interpreting phone numbers. Alternatively, call LanguageLoop on 03 9280 1955 for more information.

Note: A staff member must participate in the telephone interpreting call. Telephone interpreters cannot be used to pass on a message.

Translation assignments

Translation services are normally available for schools only under the following categories of work. Word limits must be strictly adhered to.

• key item for newsletter – 500 word maximum
• notice – 750 word maximum
• information on program/activity – 750 word maximum
• learning support material – 1,000 word maximum
• specialist school/transition student reports – 750 word maximum
• individual learning plans – 500 words maximum.

Key items for newsletters should provide important information which is relevant to the whole school community.

Notices might include details of school enrolment, parent information meetings, consent forms and requests for parental support.

Information on programs/activities might include details about whole school programs, learning support programs, student services or communication about individual students on areas such as careers, welfare or discipline.

Specialist school transition student reports might include assessments dedicated to supporting students with additional or complex needs transition from a specialist school to a mainstream school setting.

Requests for the translation of documents which fall within the categories of approved translation assignments and which meet the word count limit set for each category will not require approval from the department. However, if there are concerns about a request meeting the guidelines, VITS LanguageLoop will require approval from the department before accepting the translation request.

Schools are not able to access translation services to translate lengthy documents such as school charters and individual student reports. Schools will need to meet translation costs where services fall outside the translation guidelines.

The department does not provide for requests to translate documents relating to policy or services of other government departments. Schools should check with these departments to see if translations are available.

Translation services are not normally available outside the approved categories of work unless there are extenuating circumstances. Inquiries for such services should be directed to VITS LanguageLoop (for contact details refer to Procedures for requesting translations at the following chapter of these guidelines).

Procedures for requesting translations

A Translation request form (PDF) must be completed and request made directly to VITS LanguageLoop via:

• the online booking system (electronic documents for translation can be uploaded via the client portal)
• email to translations@languageloop.com.au
• telephone enquiries about written translations 03 9280 1941

To ensure equity of access for all schools, the following procedures have been established.

Format

Schools must prepare versions for translation of existing English language documents on A4 format, in running text, adhering to approved categories and word limits. In preparing the document the text should be written in plain English.

Note: Any costs incurred for special typesetting, layout requirements and words in excess of the established limits (see above) will have to be met by schools.

Emailing documents for translation

Documents for translation must be prepared in MS Word and emailed together with a Translation request form to translations@languageloop.com.au or uploaded vial the client portal.

Approval

Where requests meet the requirements set out in these guidelines, VITS LanguageLoop will carry out the translation and return the translated file in PDF format.

Non-approval of translation requests

In cases where requests do not meet the requirement in these guidelines, the principal or contact person will be notified by VITS LanguageLoop or DE. In circumstances where the materials to be translated fall outside the guidelines, the costs will not be met by DE. Arrangements should be made directly with VITS LanguageLoop.

Bookings

At least 10 business days are required between receipt of the request for the relevant translation and the provision of the service. However, in exceptional circumstances, and based on the urgency of the request, a shorter timeline may be approved subject to the availability of translators.

Record keeping

Schools must:

• maintain a record of all translation assignments consistent with the Records Management – School Records policy
• ensure all translation requests are authorised by the entity’s nominated coordinator.

Cancellation

Bookings that are no longer required should be cancelled as soon as possible to avoid late fees. Cancellations can also be made online via the client portal. Bookings must be cancelled during business days and more than 24 hours' notice must be provided.

Fees will apply where a booking is cancelled with less than 24 hours' notice. The cancellation fee will depend on the duration and type of service booked.

Interpreting and translating services are provided at a substantial cost to the department and making unnecessary payments to the service provider significantly impacts on the allocated budget for this service.

There may be some circumstances where a short cancellation notice is unavoidable, however, every effort must be made to comply with the cancellation terms to avoid unnecessary charges. Schools may be required to meet translation costs where there is repeated non-compliance with the cancellation terms.

Complaints

Complaints about the quality of services provided by VITS LanguageLoop should be raised directly with VITS LanguageLoop in the first instance via email at feedback@languageloop.com.au

If this method does not resolve the matter, please contact the Department via email at language.services@education.vic.gov.au

Resources

Translated key department documents

Information for parents relating to key department initiatives has also been translated into several languages, see below:

• Camps, Sports and Excursions Fund (CSEF)
• Tips for starting primary and secondary school

LanguageLoop Welcome Kit

The LanguageLoop Welcome Kit has been distributed to all schools. To view an online version of the LanguageLoop Welcome Kit, refer to:

• LanguageLoop Service Directory
• Instructions for using LanguageLoop telephone interpreting services
• Language identifier
• How to work with AUSLAN and deaf interpreters
• On demand telephone interpreting frequently asked questions (PDF)
• Pre-booked telephone/video interpreting frequently asked questions (PDF)
• Working with interpreters frequently asked questions (PDF)
• Guide to translations (PDF)