Australia is a very multicultural place. Today, over 400 languages are used across Australia, including Aboriginal and Torres Strait Islander languages and dialects, languages from all over the world and sign language.
Language services provide professional interpreting and translation support to make sure all communication is accessible and inclusive for anyone with limited or no English.
Language services engage
National Accreditation Authority for Translators and Interpreters (NAATI) credentialed:
- interpreters via the phone, video remote interpreting (VRI) or on-site
- Auslan interpreters for written English to 'sight translation'
- translators for written information in languages other than English.
A
translator makes a written transfer of written information from one language into another language to provide complete and accurate text reflecting the original material.
An
interpreter conveys oral or signed messages from one language into another language, including sign language, with a high degree of accuracy, completeness, objectivity and sensitivity to the cultures associated with the languages of expertise.
All government agencies, including Queensland state schools, must engage a NAATI credentialed interpreter when requested or when they become aware that a person has difficulty communicating in English for important conversations and/or meetings.
Engaging an interpreter
Translating and Interpreting Service (TIS National) provides access to the following interpreting services:
To engage an interpreting service through TIS National, Queensland state schools:
- determine the language or dialect, mode of interpreting (phone, on-site and VRI) and other considerations
- follow the
booking requirements (PDF, 1.8MB)
(DOCX, 24KB) for each interpreting mode
- quote the Department of Education's
client code C142885.
TIS Online user guides for agencies
TIS Online is a self-service booking tool that allows our agency clients to request, manage and monitor all of their TIS National interpreter bookings online and allows our interpreters to select the jobs they would like to complete.
There is a range of benefits to using TIS Online:
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Manage your bookings: TIS Online gives you more visibility of your on-site, video remote or pre-booked phone interpreter requests and bookings, allowing you to view and make updates quickly and easily.
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Keep informed: TIS Online automatically sends you notifications by email or SMS as the status of your booking requests change.
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Quickly secure an interpreter: Using TIS Online helps us find an interpreter in the shortest possible time while ensuring you receive the highest credentialed interpreter available.
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Stay connected wherever you go: TIS Online works on mobile devices, allowing you to manage your bookings anywhere, anytime.
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Easily update your details: Agency administrators can update your agency's details and invite other staff members to use your TIS Online account.
All agencies with a TIS National account are automatically registered to use TIS Online to manage their on-site interpreter bookings. Visit the
login to TIS Online page to get started.
If you don't have log in details, please contact your agency administrator to be added as a booking agent.
The
booking guide (PDF, 1.8MB)
(DOCX, 24KB) provides step-by-step instructions on how to book an interpreter via the pre-booked, video remote and on-site channels in TIS Online. The
account administration guide (PDF, 1.4MB) provides guidance on getting started using TIS Online, including adding agents to your account and logging in.
Immediate phone interpreting
Call the TIS National contact centre on 131 450 to access
immediate phone interpreting, available 24 hours every day of the year. It is recommended for short, non-complex assignments or in cases of emergency.
To pre-book a phone interpreter in advance,
login to TIS Online and fill out the pre-booked phone interpreting service form.
Automated Telephone Interpreting Service (ATIS)
ATIS is an automated immediate interpreting service available in over 50 languages. Government agencies, including state schools, can use ATIS to access an interpreter in high demand languages without using a TIS National contact centre operator.
ATIS uses voice recognition technology to identify the language requested and automatically connect schools with an interpreter in that language. That helps avoid lengthy call wait times that can occur when calling the TIS National contact centre for an immediate phone interpreter.
To register for ATIS, state schools need to have an account number and an access number (this is different to a TIS National client code). To request an ATIS account number and an access number, complete the
ATIS application form or contact the
TIS National client engagement team for assistance.
For languages not serviced through ATIS, please call the TIS National contact centre on 131 450.
TIS Online (pre-booked services)
TIS Online is an automated booking tool that allows government agencies, including Queensland state schools and interpreters to request and manage their TIS National pre-booked phone, video remote and on-site interpreter bookings online.
State schools must first be registered as a Department of Education agent in order to login to TIS Online. Contact
TIS National client engagement team to arrange access. For more information, visit
TIS Online for agencies.
Pre-booked phone interpreting
The
pre-booked phone interpreting service is available for government agencies, including Queensland state schools, to book a phone interpreter in advance of an appointment.
Pre-booking your phone interpreter will ensure any special requirements can be catered for and that the best available interpreter can be secured for the time you nominate. Pre-booking an interpreter is recommended when the assignment may be complex, requires specialist knowledge or the availability of interpreters in a particular language is limited.
To pre-book a phone interpreting service,
login to the TIS Online automated booking system. A pre-booked phone request should be made at least 48 hours prior to the time and date you require the interpreter. Booking requests can be accepted up to 90 days in advance.
On-site interpreting
TIS National can arrange for an interpreter to visit a school or nominated location. On-site interpreting services can be arranged for any location in Australia (subject to interpreter availability).
The
on-site interpreting service is available for state schools to book an interpreter to attend an appointment face-to-face. It is recommended for assignments that are longer and/or more complex, of a serious or sensitive nature, for group meetings and for Auslan users.
To book an on-site interpreting service,
login to the TIS Online automated booking system. Booking requests can be accepted up to 90 days in advance.
Video remote interpreting
VRI allows government agencies, including Queensland state schools, to connect with an interpreter via a video conferencing platform rather than on-site or via phone. It is used for Auslan or spoken languages and can be booked through the
TIS Online automated booking system. Booking requests can be accepted up to 90 days in advance.
Engaging a translator
All written communication should be made accessible for everyone. NAATI credentialed translators, available through a professional language service, can provide quality-assured translations in multiple languages. There is a cost for engaging NAATI credentialed translators.
For more information, please contact Culturally and Linguistically Diverse Inclusion at
CALDinclusion@qed.qld.gov.au or visit the
NAATI Online Directory for practitioners that hold NAATI certification or recognition.