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Language & Interpreting Services for NDIS Participants
TIS National: Accessing Interpreting Services for CALD Participants
Participants from culturally and linguistically diverse (CALD) backgrounds require access to language and interpreting services to effectively communicate with NDIS service providers. Recognizing this need, the National Disability Insurance Agency (NDIA) has partnered with the Translating and Interpreting Service (TIS National) to ensure that information about the NDIS is accessible and comprehensible to all participants.
TIS National, a service provided by the Department of Home Affairs, offers interpreting services for individuals who prefer languages other than English, as well as for agencies and businesses needing to communicate with linguistically diverse people. NDIS participants can utilize the following services with registered providers through TIS National:
- Immediate phone interpreting
- Pre-booked phone interpreting
- On-site interpreting
Due to the ongoing COVID-19 pandemic, the NDIA recommends registered providers to minimize the use of on-site interpreting and temporarily utilize phone-based interpreting services to reduce social interactions. However, face-to-face interaction is deemed essential for some participants. In such cases, a provider representative must be physically present at the location of all on-site bookings.
Interpreters have been instructed not to enter a site without a provider representative, particularly if it is the non-English speaking person’s place of residence. Failure to comply with this requirement will result in the cancellation of the assignment, and the NDIA will be charged the full amount.
Immediate phone interpreting services can be accessed by calling TIS National’s operator-assisted service at 131 450. This service operates 24/7; however, the availability of all languages may vary during different time periods. Providers and participants are encouraged to consider using immediate phone interpreting services for popular languages, as no prior booking is required, and there are no cancellation fees.
For less common languages or appointments with fixed times, pre-booked phone interpreting is recommended. TIS National no longer accepts pre-booked assignments over the phone; instead, they should be made using the TIS Online system. .
Face-to-Face Interpreting Services
When face-to-face interpreting is necessary, providers can utilize the TIS Online booking system to request and manage on-site interpreter bookings. On-site interpreters are recommended for situations involving sensitive, complex, or time-consuming issues, group meetings or interviews planned in advance, and circumstances where phone interpreting is not suitable, such as rural or remote locations or when working with participants with hearing impairments.
To enhance accessibility, the NDIA has introduced the Automated Telephone Interpreting Service (ATIS) as an NDIA-funded service. ATIS enables direct access to a phone interpreter without contacting the TIS National Contact Centre, thereby saving time. The service offers support in over 50 languages. Registered providers can apply for ATIS access using their current NDIA funded Client Code through the ATIS application form available on the TIS National website.
Registration and Client Code for NDIS Providers
Registered NDIS providers must register with TIS National for a Client Code to access funded interpreting services. Unregistered providers can still use TIS National services but will be responsible for funding the cost directly. Registration for a client code involves specifying the agency category as Commonwealth Government Agency, the subcategory as National Disability Insurance Agency, providing the agency name and unique NDIS Provider Registration Number, and indicating the section name as NDIS.
It’s crucial to include the correct email address during registration as invoices will be sent directly to the NDIA. TIS National will send an activation email with the client code, and providers should log into TIS Online to activate their accounts.
Providers must wait for the welcome email from TIS National, which confirms the client code and provides details on how to book TIS National services using the participant’s NDIS number. Providers can expect to receive the welcome email within two working days.
Once registered with TIS National, providers can access immediate phone interpreting, pre-booked phone interpreting, and on-site interpreting on behalf of NDIS participants implementing their funded supports. When requesting an interpreter, the TIS National Client Code, the required language, the participant’s NDIS number and postcode, and the relevant NDIS support category (such as improved daily living) must be provided. Additionally, it is essential to request an interpreter with an NDIS Worker Screening Check, which is a measure to ensure the safety and well-being of participants.
Requesting Interpreting Services
The TIS Online booking system automatically includes a request for an interpreter with an NDIS Worker Screening Check when booking for an NDIS participant. Interpreter bookings for both pre-booked phone and on-site interpreting can be made up to 90 days in advance. TIS National recommends booking at least one week in advance to secure the availability of interpreters.
In terms of cancellation policy, a full fee applies for TIS interpreter appointments canceled with less than 24 hours notice or in case of non-attendance. To avoid cancellation charges, it is crucial to inform the participant about the 24-hour cancellation policy at the time of booking, remind the participant of the meeting 48 hours prior, and promptly notify TIS National of any cancellations.
When utilizing TIS National services, it is essential for NDIS providers to ensure service quality and compliance with regulatory responsibilities. It’s important to note that TIS National interpreters are solely responsible for interpreting verbal communication and cannot translate documents or complete forms on behalf of participants or providers.
While TIS National provides valuable language and interpreting services, there are certain limitations to be aware of. Indigenous languages are not available through TIS National and should be sourced from state-based interpreting services. Additionally, disability-related interpreting supports such as hearing or vision interpreting are not provided by TIS National.
NDIS providers are encouraged to source such assistance locally or according to the participant’s preference as outlined in their NDIS plan. Document translations can be requested by contacting the NDIA directly at 1800 800 110.
For participants in the Northern Territory who require an Aboriginal interpreter, the NDIA has an agreement with the Northern Territory Aboriginal Interpreting Services (AIS). Registered providers can access NDIA-funded Aboriginal interpreting services for participants in need of an Aboriginal interpreter. These services are not limited to participants residing in the Northern Territory, and the cost will be billed directly to the NDIA without impacting the participant’s NDIS plan budget. Providers can find more information on how to book an AIS interpreter on the AIS website.
Conclusion
Language and interpreting services provided by TIS National are vital for facilitating effective communication between NDIS participants from CALD backgrounds and service providers. By ensuring accessibility and inclusivity, these services play a crucial role in supporting participants’ full engagement and participation in the NDIS.
