Step 1: Understand what interpreting services are available
Participants from culturally and linguistically diverse (CALD) backgrounds may need interpreting help to communicate with you. You are responsible for offering interpreting services to participants.
Registered providers can access funded interpreting services through:
- Translating and Interpreting Service (TIS National)
- the National Territory Aboriginal Interpreting Service .
Unregistered providers can also use these services, but they will need to fund the cost of the service.
Tip: Does your participant need Auslan interpretation?
Participants can get Auslan interpretation funding included in their NDIS plans.
Option 1: Translating and Interpreting Service (TIS National)
Step 1: Register for funded TIS National services
We have partnered with the Translating and Interpreting Service (TIS National) to make sure information about the NDIS can be shared in a way participants can understand.
TIS National has interpreters in more than 150 languages.
Registered providers need to register for a client code through the TIS National website.
When completing the registration form, select the following options:
- category: Commonwealth Government Agency
- subcategory: National Disability Insurance Agency
- name of your organisation of agency: write the name of your organisation
- organisation ID: your provider registration number
- section name: NDIS.
You will then be prompted to enter:
- your street address
- your contact details
- your account administrator contact details
- an email address to send invoices to. This will be [email protected].
Once you submit your application, you will get:
- an activation email from TIS National with your client code, asking you to log into TIS online to activate your account
- a welcome email from TIS Promo.
Don’t book an interpreting service until you have received the welcome email.
Step 2: Access TIS National services
Once you become registered with TIS National, you can access:
- immediate phone interpreting
- pre-booked phone interpreting
- on-site interpreting
- video remote interpreting.
When you request an interpreter, you will need to give:
- your TIS National client code
- the language you need
- the participant’s NDIS number
- the participant’s postcode
- the relevant NDIS support category, such as improved daily living.
You may need to give extra information depending on the type of interpreting service you’re requesting.
The TIS online booking system automatically requests an interpreter with an NDIS Worker Screening Check when someone makes a booking for an NDIS participant.
Interpreter bookings can be accepted up to 90 days in advance for both pre-booked phone and on-site interpreting jobs. TIS National suggests booking at least one week in advance to make sure an interpreter is available.
Immediate phone interpreting
You can access immediate phone interpreting services by calling TIS National on 131 450 (within Australia). This service is available 24 hours a day, 7 days a week.
Pre-booked phone interpreting
You can pre-book a phone interpreter through TIS online.
On-site interpreting
You can book an on-site (face-to-face) interpreter through TIS online.
Video remote interpreting
You can book video remote interpreting using their chosen videoconferencing platform through TIS online.
Step 3: If you need to cancel a TIS National service
You can cancel a TIS National service through TIS online.
You need to give at least 24 hours’ notice if you need to cancel a TIS National service. Otherwise, you may need to pay cancellation charges.
Step 4: If you want to request a specific interpreter
Participants may ask for a specific interpreter.
TIS National may agree to this if:
- using a specific interpreter would maintain quality and continuity of care
- it benefits the participant
- the interpreter has spoken with the participant previously, whether at your organisation or another provider’s organisation.
Option 2: Northern Territory Aboriginal Interpreter Service (AIS)
Step 1: Understand when to use an Aboriginal interpreter
We have partnered with the Northern Territory Aboriginal Interpreter Service (AIS). The AIS provides interpreting services for Northern Territory Aboriginal languages .
They help to lessen language barriers faced by Aboriginal people in the Northern Territory who don’t speak English as a first language.
It is important to understand when to use an Aboriginal interpreter. The Northern Territory Government has created a step-by-step guide to help people decide if they need to organise an interpreter for someone who can’t communicate in English.
Step 2: Access the AIS
AIS interpreters provide:
- face-to-face interpreting
- telephone interpreting
- audio-visual interpreting
- recorded and produced messaging.
When you ask for an interpreter, you will need to give:
- your business organisation and section details
- the participant’s name, skin name, age and gender
- the Aboriginal language to be interpreted
- the location/address of the interpreting service
- the date and time the service is needed
- a brief overview of what the participant would like to talk about.
Book an interpreter online
You can book an AIS interpreter online .
Book an interpreter via email
You can book an AIS interpreter by emailing [email protected] and including the relevant form on the Northern Territory Government’s website .
AIS will contact you once they’ve received your booking to discuss the request.
If you have any questions about how to access the funded AIS, please email [email protected].