Interpreting and Translation Services

Booking an interpreter

For most interpreting and translating services, prior permission from the department to book an interpreter is not required.

However, in some situations All Graduates will require permission from the department before accepting the booking. Refer to the Interpreting services guidance chapter for more information.

To book an interpreting service:

1. Schools must register with All Graduates by emailing de.enquiries@allgraduates.com.au or calling, to establish an account and receive a PIN.
2. Services can then be booked online or by phone:
   • Online – visit All Graduates to make a booking. Each user is required to enter their username (usually the account holder's email address) and a PIN (provided by All Graduates).
   • Telephone – Call 03 9605 3051 to make a booking (8:30am to 6:00pm , Monday to Friday). Each user is required to quote their pin number (provided by All Graduates 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 9605 3051.

To access an on-demand interpreter:

• Call 03 8104 9006 (8:30am to 6:00pm Melbourne Local Time, Monday to Friday). Each user is required to enter their PIN number (provided by All Graduates on registration). If you forget your PIN or don’t have access to it, please contact All Graduates for assistance.

Confirmation

Confirmation of bookings can occur upon request by the person/service placing the booking at the time the booking is made. Confirmation by All Graduates will be provided by the preferred method of communication, either by phone or email. If your booking is urgent and you require immediate confirmation, we recommend calling 03 9605 3051 to speak to someone.

Booking procedures

Where possible, bookings should be made at least 5 business days before the interpreter is required.

During periods of high demand, such as when end of term parent–teacher interviews are being undertaken, a minimum of 10 business days’ notice should be provided. 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.

All Graduates will allocate an interpreter to the booking as soon as possible and then send a confirmation email (generally within 3 to 5 days).

Interpreting services should be arranged during normal business hours whenever possible. However provision for out-of-hours services is available (for example, parent-teacher interviews).

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 schools, all interpreter bookings must be authorised by the principal.

Unable to provide interpreting service

If All Graduates is unable to provide an interpreter for a booking, schools will be notified as soon as possible via their preferred method of communication, with support to reschedule if needed.

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 All Graduates. In some cases, greater flexibility may be required in terms of mode of communication, such as opting for video conferencing where possible.