Appropriate use of interpreters ensures equitable services for workers whose first language is not English or who are hearing-impaired.
Principle
Workers will have access to qualified and culturally-appropriate interpreter services in the worker’s nominated language.
Expectations
Benchmarks
S28.1
Insurers are to engage the services of a qualified interpreter if the worker asks for an interpreter, indicates a preference for communicating in their own language, does not appear to understand questions or is not easily understood.
Evidence on claim file
S28.2
When engaging the services of an interpreter, insurers are to:
engage a NAATI-certified interpreter (for languages where this certification is available)
consider whether the communication should be face-to-face or whether using a telephone interpreter is sufficient
ensure there is no conflict of interest
ensure consideration of the workers cultural background, and
explain the purpose of the communication to the interpreter.
Evidence on claim file
Appropriate use of interpreters ensures equitable services for workers whose first language is not English or who are hearing-impaired.
To ensure equal access to services for which workers are eligible, an insurer is required to engage appropriately qualified interpreter services in the worker’s nominated language, dialect (and gender, where requested).
Workers from culturally and linguistically diverse backgrounds may face additional difficulties in navigating the workers compensation system. Being injured at work and making a claim for workers compensation may involve new and unfamiliar concepts that are compounded if English is not the worker’s first language.
The appropriate use of interpreters enables an equitable service and experience for workers where English is not their first language. The use of an independent qualified interpreter also allows for impartial and confidential communications to a worker.
Workers who require Auslan interpretation are also covered by this Standard of practice.
