ACT LANGUAGE SERVICES PLAN - Community Services Directorate Date: November 2019
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ACT LANGUAGE SERVICES PLAN
Community Services Directorate
Date: November 2019COMMUNITY SERVICES DIRECTORATE LANGUAGE SERVICES PLAN
COMMUNITY SERVICES DIRECTORATE
LANGUAGE SERVICES PLAN
The Community Services Directorate (CSD) is committed to ensuring all Canberrans are able to
access information, programs and services delivered or funded by the directorate. The primary
purpose of CSD is to empower people to meet their full potential and enable the development of
inclusive and strong communities.
The CSD Language Services Plan identifies how the directorate delivers language services in line with
the ACT Government’s commitment to language service delivery in the
ACT Language Services Policy.
PART 1 – POLICY AIMS
The ACT Language Services Policy aims to improve access to the full range of government and
government-funded services for Canberrans requiring language support or who communicate using
a language other than English by building on the work done under the ACT’s former policy,
Many Languages 2012-2016.
Through the implementation of the Policy, the ACT Government will work towards improvements
and refinements in language services by delivering on the following aims:
2. Provide continued support for the National
1. Continue to fund the 24-Hour Emergency
Accreditation Authority for Translators and
Interpreter Service for Auslan speakers
Interpreters (NAATI)
3. Engage certified interpreters and 4. Provide translated information on
translators in individual circumstances for government policies, services and guidance
people who experience difficulties into clients’ preferred language in
communicating effectively in English response to individual needs
5. Train ACT public service staff on working
6. Use of the National Interpreter Symbol
with interpreters
7. Provide opportunities for people to
8. Support people who communicate using a
improve their English language skills by
language other than English to maintain
funding English language programs for
and develop skills in their first language
migrants, refugees and asylum seekers
9. Promote language learning as a cross- 10. Acknowledge and recognise the social and
cultural opportunity to develop cultural challenges faced by culturally and
understanding and appreciation of linguistically diverse people when
difference cultural and linguistic communicating in English as a second
backgrounds language
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PART 2 – POLICY IMPLEMENTATION
CSD strives to foster inclusive participation by empowering Canberrans to participate in decision-making, to form community connections, and to live
fulfilling lives, promoting cohesion, equity and inclusion for all. This includes respecting their lived experience and moving towards a strengths-based
approach within service delivery.
People who lack English proficiency can face significant barriers when accessing government services and participating in community life. The
ACT Language Services Policy reflects The ACT Government’s commitment to ensuring all Canberrans can benefit from the full range of ACT services and
programs and can fully participate in all aspects of community life.
Outlined below are the ways the CSD implements eight key language services guidelines informed by the ACT Language Services Policy.
Directorate policies and protocols for the use of language services
Guideline(s) Implementation Reporting and data collection
1. Have a systematic approach to • CSD uses the ACT Language Services Policy as the framework for its • The data collection and
language services to deliver delivery of language services. CSD achieves appropriate baselines in reporting mechanisms in use
services to clients with a first language service delivery through its implementation of the guidelines by CSD are outlined in this
language other than English that outlined in this plan, with a view to improving on service delivery into plan.
acknowledges the use of the future.
language services by staff is a
justifiable and necessary • Interpreting costs are factored into event budgets. This includes events • Interpreter and translation
expense. such as the Connect and Participate Expo and Chief Minister’s Inclusion expenses are factored into
Award gala night, both organised through the Office for Disability. service and event budgeting.
• CSD encourages staff to request information from clients to ensure
they can access the support they need when attending events or
accessing services, this includes interpreters and translators.
• The Office for Multicultural Affairs updates and maintains the
ACT Language Services Policy.
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• The Office for Multicultural Affairs shares best practice language
services advice with ACT Government directorates and agencies. The
Office for Multicultural Affairs also represents the ACT Government at
meetings with NAATI and the Senior Officials Settlement Outcomes
Group, acting as a conduit for information sharing and reporting.
• Housing ACT staff identify any language preferences and resource • Details of languages other than
needs during initial client contact in Gateway Services. English that are used by
Housing ACT clients are
• Child and Youth Protection Services has several procedures and captured.
practice guides which outline to staff the process to arrange an
interpreter and how to work effectively with an interpreter, these
include:
o Arranging an interpreter (Procedure);
o Working with interpreters: Guidelines for staff providing services
to people who require assistance in English (Practice Guideline);
and
o Admission and induction of a young person with a culturally
and/or linguistically diverse background (Practice Guideline).
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2. Acknowledge clients’ rights to • In accordance with the Human Rights Act 2004, Human Rights
the services of an interpreter or Commission Act 1986, Disability Discrimination Act 1992 and Racial
translator and commit to the Discrimination Act 1975, CSD utilises appropriate language services to
appropriate use of these services ensure its client group and staff can enjoy their rights without
(using NAATI accredited distinction or discrimination of any kind and that Canberrans of all
translators when suitable), backgrounds are treated equally and have the same opportunities.
taking into account legislative
requirements and risks that • When required, CSD staff engage interpreters to meet the needs of • Access TIS invoice records to
could impact the clients’ health, their client group. This includes accessing interpreters face to face, measure usage of TIS
safety, security and/or human over the phone and via Skype through the Translating and Interpreting interpreters and translators.
rights if an interpreter or Service (TIS). For example:
translator is not utilised. o The Office for Women uses TIS when supporting women to • Access invoice records to
access the services and programs that meet their needs through measure usage of Auslan
the Information Line, including the Return to Work Grants interpreters.
Program.
o The Office for Disability engages an Auslan interpreter or live
captioning to support a staff member in team and divisional
meetings.
o The Office for Disability uses Auslan interpreters to ensure
events are inclusive for people from the Deaf community, for
example the Chief Minister’s Inclusion Award gala night and the
Connect and Participate Expo.
• When the services of an interpreter or translator are required to assist
a person who experiences difficulties communicating effectively in
English, CSD staff are required to give preference to practitioners with
NAATI accreditation.
• CSD includes the following Accessibility Statement in its publications:
o The ACT Government is committed to making its information,
services, events and venues as accessible as possible. If you have
difficulty reading a standard printed document and would like to
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receive this publication in another format, such as large print
and audio, please call 13 34 27.
o If English is not your first language and you require a translating
and interpreting service, please telephone Access Canberra on
13 22 81.
o If you are deaf, or have a hearing or speech impairment, and
need the telephone typewriter (TTY) service, please phone
13 36 77 and ask for 13 34 27. For speak and listen users, please
phone 1300 555 727 and ask for 13 34 27. For more information
on these services contact us through the National Relay Services:
www.relayservice.gov.au.
• If a request is received for Auslan interpreting or information in an • Records are kept to
alternative format, this must be treated as a disability access request demonstrate what efforts have
and every effort must be made to accommodate the request in been made to promote and/or
accordance with Australian Disability Discrimination legislation. accommodate requests
received.
• The Office for Disability encourages service partners to promote
people’s right to language and other support by using statements such
as, ‘information available in alternative formats on request, contact us
for details’, or ‘please contact us to discuss any access requests you
may require’ on promotional material.
• The Community Relations and Funding Support team administer two • Data from the application
programs that require the assessment of application forms for support forms, including cultural
to vulnerable community members: background, main language
spoken at home and if a
o Community Referred Respite Assistance Program; and
translator is required is
o Children’s Services Program.
recorded by the Community
Relation and Funding Support
The application forms for these programs require the completion of
team for both programs.
questions relating to the cultural background of the family
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(child/young person and parent/carer individually), including main
language spoken at home along with if a translator is required.
By asking for this information during the application process, it does
encourage funded providers and referrers to consider this type of
support for individual families.
• Details of the use of interpreter
• Housing ACT staff ensure information is clearly recorded on all client
and translation services are
records where the use of interpreter or translator services is identified.
captured by Housing ACT.
• The Child Development Service offers all families who identify as
culturally and/or linguistically diverse access to an interpreter for Child
Development Service appointments.
• Families accessing Child and Family Centres can request interpreters
attend appointments with the service. TIS is used to meet these
requests.
• Clients with Child and Youth Protection Services have the right to
access an interpreter through TIS when meeting with Child and Youth
Protection Services.
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3. Ensure where necessary, in • The CSD website facilitates the use of the Google Translate platform, • Google Translate can translate
response to individual needs, which translates information into up to 106 languages. information on the CSD’s
documents and information are website into 106 languages.
translated into languages • To support Canberrans to prepare for an emergency, the 2019 Grab N
appropriate to client needs. Go booklet is being translated into six priority languages: Spanish,
Arabic, Simplified Chinese, Dinka, Dari and Farsi. Further translations
will be considered in 2020.
• The Office for Disability is working to build the capability of • Number of workshops, number
ACT Government agencies in the use of Easy English. Easy English is a of attendees and number of
technical writing style that makes information accessible to people completed documents
who have low English literacy, including people with cognitive translated are quantitative
disability. figures that can be obtained.
Qualitative data around
The Office for Disability is providing full day training sessions to confidence to provide Easy
support organisations to make their messages accessible to all. The English document translation
sessions offer the opportunity for all participants to complete a into the future.
translation of one document during the session and an additional hour
of one-to-one support following the training to finalise the document.
The Office for Disability is working to obtain licencing to image
software that will be used to complete the translation into Easy
English. The Office for Disability is currently targeting justice
organisations, however, aims to broaden its scope to all of ACT
Government over the next 18 months.
• When a request for accessible information or support is received,
every reasonable effort must be made by the service department that
it has been requested from to supply it in a timely manner. Disability
access requests may include (but are not limited to) face-to-face
Auslan interpreting, video relay Auslan interpreting, real time
captioning, Easy English translation, large print documentation,
accessible format, Braille or audio translation.
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• ParentLink is a free service of the ACT Government, providing • A ParentLink database records
parenting information, aiming to increase the confidence and skills of the number of specific printed
parents by supporting and linking them to information, ideas and guides ordered over a financial
community services. year period and Google
Analytics is used to record
ParentLink guides are available for free online and hard copy guides specific ‘hits’ to the website.
are available for order and for collection in public places, such as Child
and Family Centres. Two specific ParentLink parenting guides, More
than Reading and Writing and Learning to Talk have been translated
into five different languages: French; Arabic; Dari; Dinka; and Swahili.
The ParentLink website provides links to a suite of five multi-cultural
Parenting Easy Guides gained via a licensing agreement with the
Department of Health and Ageing, Government of South Australia. The
five Parenting Easy Guides are:
o Families and teenagers,
o Families and the law;
o Families and young children;
o Family health and wellbeing; and
o Keeping children safe.
The five Parenting Easy Guides have been translated into five different
languages: French; Arabic; Dari; Dinka; and Swahili.
• Translators and interpreter services are arranged for all scheduled • Details of the use of interpreter
engagement activities with Housing ACT clients and official and translation services are
correspondence is provided in preferred languages. captured by Housing ACT.
• Child and Youth Protection Services is developing key documents in
easy English to improve the accessibility to ensure people with a
disability, low literacy and those with a language other than English
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can have equal access to information in a way that is meaningful to
them.
• On request, Media and Communications will translate publications into
languages other than English. This occurs in response to a request from
a line area within CSD.
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Promotion of interpreting services
Guideline(s) Implementation Reporting and data collection
4. Use effective language service • Information about the programs and services available through or • CSD’s website can track the
guidance, including: facilitated by CSD is available on the directorate’s website, which uses number of clicks through to its
a. use of the National the National Interpreter Symbol and links to information to support own landing pages. As such, it
Interpreter Symbol; those who require EIS, NABS, TIS, Auslan interpreting and NRS. is possible to track how many
b. promotion and funding of people click through to the
the • CSD encourages all staff to access TIS and EIS to support the needs of ‘Translation’ page using the
ACT 24 Hour Emergency clients and their families to ensure they have access to the services National Interpreter Symbol.
Interpreter Service (EIS); and they require. • As the links used for EIS, NABS,
c. promotion of the National TIS and NRS redirect to
Auslan Interpreter Booking • CSD encourages service areas to supply information in a range of external websites it is not
Service (NABS), National formats and for all staff to be aware of suppliers and resources for possible to track the number of
Translating and Interpreting interpreting and translation services, including phone call relay service people who use these links.
Service (TIS) and National (National Relay Service), video relay service (NABs), Auslan interpreting
Relay Service (NRS) in all (Deaf Society, Sweeney Interpreting), communication access real-time
areas accessed by the translation/real-time captioning (Ai Media), Easy English translation
general public. (Scope), print accessibility requests such as Braille, audio, accessible
document translations (Vision Australia)
o National Relay Service - https://internet-relay.nrscall.gov.au/
o ACT Deaf Society - https://deafsociety.org.au/
o Sweeney Interpreting - https://sweeneyinterpreting.com.au/
o Ai Media - https://www.ai-media.tv/products/live-content/live-
captions-cart/
o Scope - https://www.scopeaust.org.au/services-for-
organisations/access-and-inclusion-for-businesses/accessible-
information/
o Vision Australia -
https://www.visionaustralia.org/services/print-accessibility
• Housing ACT includes details of language services in client contact
packs and displays information in Gateway Services.
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• The Office for Disability encourages the use of National Interpreter
and/or Auslan interpreting symbol (as applicable) on promotional
material and media.
• The Child Development Service promote TIS in general public areas of
its Holder facility.
• The Child and Family Centres promote TIS in general public areas of
their Centres.
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Staff awareness, training and development
Guideline(s) Implementation Reporting and data collection
5. Ensure all staff are aware of the • CSD staff, including frontline staff, are aware of the ACT Language • Records are kept tracking the
ACT Language Services Policy Services Policy through a range of mechanisms including team and number of messages reminding
and recognise effective divisional meetings. staff about and promoting the
communication is integral to the ACT Language Services Policy,
delivery of all services. • Staff are aware of how to arrange and effectively work with an including:
interpreter. o messages from the
Director-General and
• The CSD Client Service Standards outline how clients can expect to be Deputy Director-General;
treated by staff of the Directorate. This includes that CSD staff will and
respect cultural and religious diversity, respond to cultural and o divisional messages to
language needs and make certain that people with disabilities can client service staff.
access CSD services.
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6. Promote appropriate training in • All CSD staff have access to a range of training in cross-cultural • CSD’s learning management
cross-cultural communication, communication, including: system, Capabiliti records data
deafness awareness and how to o Fundamentals of working cross culturally; on the number of staff who
work with interpreters. o Working with families of refugees; enrol in and complete the
o Respect, Equity and Diversity Framework; training courses available
o Core Cultural Learning e-Learning course; and through the platform.
o Diversity Competence e-Learning SBS.
• In addition, there is training available to staff via the ACTPS Training
Calendar, which includes:
o Engaging with Different Cultures;
o Working with Diversity;
o Aboriginal and Torres Strait Islander Cultural Awareness; and
o Disability Awareness.
• CSD’s website has information available to staff about web
accessibility. Web accessibility means that people with disabilities can
use the web.
• The Office for Disability has previously provided two Deaf Awareness
training programs to staff to learn some sign language. Further Deaf
Awareness Training will be arranged in 2020-2021. The programs
provided participants with information on the following topics:
o Deaf culture and community;
o Understanding Deaf world;
o What is Auslan?;
o Basic Auslan/fingerspelling;
o How to work with an interpreter;
o Communication tips/strategies;
o Technology; and
o Deaf-friendly workplaces.
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• The Cultural Dictionary and Directory resource is available on the Child
and Youth Protection Services Knowledge Portal – it is a resource
developed by the Migrant Resource Centre which aims to increase
cultural understanding for services providers in the ACT. It also
encourages liaison between communities and key multicultural
providers.
The Cultural Dictionary contains basic information on topics such as
population, ethnic composition, language, religion, general attitudes,
personal appearance, greetings, gestures, visiting and eating habits,
lifestyle, family and marriage practices of people from a variety of
ethnic and linguistic backgrounds.
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Language education and support
Guideline(s) Implementation Reporting and data collection
7. Provide opportunities and • Migrant and Refugee Settlement Services is contracted with CSD to • Migrant and Refugee
support for people to improve deliver three English language programs for refugees and asylum Settlement Services and
their English language skills or seekers on bridging visas and ACT Services Access Card holders living in Canberra Institute of
maintain and improve skills in Technology each provide an
the ACT. In addition to Migrant and Refugee Settlement Services, the
their first language. annual report to the
Canberra Institute of Technology is also contracted with CSD to deliver directorate based on
free English classes to ACT Services Access Card holders. attendance and demographics
of the English language
• The Child Development Service encourages families to continue to use programs, which include
their first language with their children to support culturally relevant details like country of origin
language development. and gender of participants.
• The Return to Work Grants Program offered through the • A review of grants will indicate
Office for Women is an ACT Government initiative that assists women how many Return to Work
to achieve increased financial independence by helping them prepare program recipients receive
for, obtain and maintain employment. The $1,000 grant can be used English language training.
for training and job readiness skills that improve the prospects of
successfully gaining paid work, this can include English classes to help
women improve their English skills.
• Individual Performance Agreements are CSD staff’s opportunity to
identify how they would like to improve their skills in the workforce.
Where relevant, opportunities for improving English language and first
language skills are identified during Individual Performance
Agreements, and appropriate avenues for this skill development are
identified.
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• The Writing for Government training course is a Core Learning course,
which means it is mandatory for all staff in CSD.
• Training available to all staff via the ACTPS Training Calendar includes:
o Essential Writing Skills (including writing in Plain English); • CSD’s learning management
o Persuasive Communication; and system, Capabiliti records data
o Application Writing Skills and Interview Skills. on the number of staff who
enrol in and complete the
training courses through the
platform.
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Data improvement
Guideline(s) Implementation Reporting and data collection
8. Collect data to guide the • The Common Dataset for Human Services provides a guide for the • Child Protection uses the
development of future language collection of relevant service user data across the human services Common Dataset to guide the
services including languages system in the ACT. CSD uses the Common Dataset as a best practice information its staff request
spoken, ethnicity, country of guide for the collection of data and is working to strengthen data from clients.
birth, English proficiency, and collection across CSD in line with the guide. The Digital and Data • The Child Development Service
need for interpreter. Governance Board focus on building the data capability of the currently collects data in line
directorate and promote the general use of the Common Dataset. with the Common Dataset,
which includes country of
• The Child and Youth Record Information System records client birth, languages spoken and
information on: need for interpreter.
o Indigenous status;
o country of birth;
o preferred language; and
o if an interpreter is needed.
These are not required fields (i.e. this is not mandatory information to
collect on clients)
• NAATI provides CSD with reports on certification statistics across the • NAATI reports include data on:
ACT and Australia as part of the 2017-2020 Funding Agreement with all o the number of
State and Territory Governments. applications completed
and credentials
• Housing ACT captures details of language service needs and language awarded, nation-wide;
preferences as part of initial client contact. o credential distribution
across Australia; and
• On request, the Office for Multicultural Affairs shares information with o ACT interpretation and
ACT Government Directorates and agencies about preferred language translation credentials.
and recent arrival demographics in the ACT.
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PART 3 – PLANNING TO IMPROVE
CSD can create a better and more equitable service experience by ensuring all clients, irrespective of their language background, are provided fair access to
all CSD services and programs.
Based on its implementation of the ACT language services guidelines, CSD has identified the following areas as priorities in its efforts to improve language
service delivery and contribute to the inclusion and participation of all Canberrans, including those who require language support.
Priority areas Planned implementation Implementation by
1 Staff awareness training and Training for all staff about the ACT Language Services Policy implemented across the
development on the availability directorate.
and accessibility of language
Actions
services.
• Collaborate with line areas that have implemented induction procedures
that include introducing new staff to the ACT Language Services Policy.
• Implement a consistent approach to introducing new staff to the
ACT Language Services Policy across CSD.
• Cover the ACT Language Services Policy in induction training and reiterate
annually to all Client Services Branch staff. 2020
Strengthen training in language services available to Children, Youth and Families
staff.
Actions
• Develop Practice Guides as part of Integrated Management Systems process April 2020
to include reference to ACT Language Services Policy.
June 2020
• “Working with interpreters training” to be made available to Children, Youth
and Families staff.
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2 Translation of key documents and Adopt Easy English for public information on services and programs to make
information. information more accessible to everyone.
Actions
• The Office for Multicultural Affairs to ensure Digital Hub for multicultural
services and programs uses Easy English.
• Collaborate with the Office for Disability to adopt Easy English for public May 2021
information on CSD programs and services.
Investigate options for providing key documents in preferred languages for Children,
Youth and Families clients.
Actions
• Identified funding made available for translation of key service and client
documents.
• Investigate costs and process for translation of key frequently used June 2020
handouts into other frequently used languages.
Make Housing ACT policies, procedures and services available in preferred
languages.
Actions
• Identify any language preferences and resource needs during initial client
contact in Gateway Services.
• Provide copies of key resources in the top five languages other than English:
Arabic (including Lebanese); Vietnamese; Chinese (Mandarin); Spanish; and
Dinka.
• Where requested, interpreter and translator services are arranged for all June 2021
scheduled ACT Housing engagement activities and official correspondence is
provided in preferred languages.
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3 Promotion of interpreting services. Strengthen the promotion of interpreting services in client areas at the Child
Development Service.
Actions
• The Child Development Service will expand promotion of interpreting November 2019
services in client areas to include EIS, NABS and NRS.
4 Evaluate language services delivery Evaluate the CSD Language Services Plan and the implementation of language
and planned implementation. services in priority areas.
Actions
• Evaluate the CSD Language Services Plan 18 months following its delivery. May 2021
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