Key action 5: Interpreters and communication strategies

For agencies involved in front line service delivery, support the whole-of-government Standing Offer Arrangement for the provision of interpreting and translation services.

Delivered

CSB Reported for 2023–2024:

• 0.08% of customers needed language support, an increase from the previous year which was 0.04%
• 3005 number of occasions interpreters were requested from Translator and Interpreter Service (TIS) provider, Oncall, which is an increase from previous year which was 1413
• Smart Service Queensland (Smart Service) complies. Smart Service uses the whole of government Standing Offer of Arrangement (SOA) for the provision of interpreting and translation services. The renewal of this SOA is scheduled for mid-2025. 
• Smart Service’s actual expenditure on interpreter fees for the 2023/24 financial year was $78,645.87.
• Smart Service figures for the 2023/24 financial year:
  • 0.14%—percentage of customers who required language support.
  • 2675—number of occasions interpreters were engaged.

Provide staff training on the Queensland Language Services Policy and how to work with interpreters.

Delivered

CSB Contact Centre teams are all trained on the Interpreter Inbound and Interpreter Outbound services that Smart Service Queensland delivers as part of governance when onboarding employees. 

The initial training includes the process to access the TIS and call management of these interactions (i.e. speak directly to the customer, adjust pace etc).

Smart Service frontline staff receive training on Interpreter Inbound and Outbound services as part of their onboarding. This training covers how to access interpreter services and manage calls effectively, including direct communication with customers and adjusting speaking pace.

Ensure frontline staff have the skills and knowledge to support culturally and linguistically diverse customers, including knowledge of how to access interpreters and communicating this with funded non-government service providers.

Delivered

CSB continues to provide staff training on the Queensland Language Services Policy and how to work with interpreters.

Customer Service Branch (CSB) ensures frontline staff are training in call handling techniques for TMR's customers from a non-English background.

CSB has also delivered further training to CSB employees including:

• Auslan (introduction, basic signs and basic customer service words) co-designed by CSB A&I Program and staff with lived experience, available to whole of TMR.
• Learning Moments on 'Culturally and Linguistically Diverse Communication Tips', co-designed by the CSB A&I Program and staff members with lived experience, are now available to all employees of the whole TMR organisation.

Learning Moments are 10-minute toolbox talks that cover a range of topics related to accessibility and inclusion.

Develop tools, education, and support to help guide agency communication with culturally and linguistically diverse communities. This could include a focus on engagement of qualified interpreters in circumstances where people experience difficulties communicating in English, the provision of multilingual information and communication strategies and training staff in how to work with interpreters (building on learnings from COVID-19 and disaster preparedness).

Delivered

TMR’s CEB shares insight from all customer research throughout the department. Key mechanisms for sharing and discussing insights include the TMR Customers First Champions Network and Customer Research Community of Practice. Presenters have led sessions to share insights on topics such as digital inclusion in rural and remote communities.

Insights and resources are also shared on the TMR Customer Research Portal, including ethics in customer research, risk of a single voice, Plain English and Easy read, Consumer Engagement Guide – Accessibility.

TMR’s CEB also co-designed the TMR Customer Strategy in partnership with customers and business sectors. The strategy emphasises core customer outcomes that included topics of Inclusive and Embracing Diversity as well as Affordable and Equitable. The strategy is supported by comprehensive employee awareness training and an action plan to deliver the outcomes.

TMR’s CEB conducts internal staff training titled TMR Customers First Initiative Training (CFIT) which shares how TMR’s Multicultural Action Plan fits in delivering for all customers.

ATN has established a paid partnership with Queensland Disability Network (QDN) that gives all TMR staff access to QDeNgage consultants. The partnership is used to support projects across TMR including customer research, photoshoots and more.

ATN also facilitates the partnership with Deaf Connect for workshops, events and collateral.

Develop targeted communication and engagement plans that consider multiple formats and modes of delivery, including use of Plain English and audio-visual resources, and targeted and trusted communication channels utilised by diverse communities.

Delivered

Learning Moments on 'Culturally and Linguistically Diverse Communication Tips', co-designed by the CSB A&I Program and staff members with lived experience, are now available to all employees of the whole TMR organisation. These Learning Moments are 10-minute toolbox talks that cover a range of topics related to accessibility and inclusion.

TMR’s CEB considers accessibility and inclusion in all processes, products and communication plans.

TMR’s CEB uses TMR’s Accessible Communication Guidelines to create accessible and easy to understand communication and research. Before publishing documents, they are accessibility checked to ensure compliance. Additionally, consideration is given to developing ‘easy read’ documents and audio visuals for relevant publications. For example Our Commitments and the TMR Customer Strategy. The Easy Read style guide created in collaboration with the ATN and Corporate Innovation team. Released on ForGov in July 2024. Plain English is also encouraged.