4.5.51 Interpreter services

WIRC s493

WorkSafe and Agents are responsible for arranging or facilitating the provision of interpreter services to assist injured workers. These services may be required for a worker who:

  • is not fluent in English;

  • suffers from hearing loss; or

  • has a communication impairment.

What WorkSafe can pay for

Circumstances where an Agent may arrange and/or fund an interpreter for a worker (with language/hearing/communication barriers) include, but are not limited to:

The reasonable costs of interpreter services may also be considered in limited circumstances where an injured worker requests it for medical appointments associated with their work-related An injury/disease is work related if it arose out of or in the course of employment and the scope of employment. injury.

Note: Medical and allied health practitioners often have access to free interpreting services to assist in treating their patients. Therefore, the Agent should only consider funding such services in limited circumstances where the treater does not have access to any free services.

Determining if interpreter services are required

Agents should refer to ECM02 in ACCTION to determine if a worker requires an interpreter. This screen reflects whether a worker has detailed the need for an interpreter on their claim form.

Agents may also refer to contact notes, file notes, IME or THP Treating Health Practitioner reports to determine if an interpreter is required (and the nominated language).

Enquiries should be made with the worker if there are no records of them requiring an interpreter but the Agent considers they may need these services.

Arranging an interpreter

Agents can only fund interpreting services from a WorkSafe registered provider. Information on the registration requirements of interpreting service providers can be found here.

Agents can utilise the services of a provider from their own list of WorkSafe registered providers, or can search for a registered provider on ACCTION by using the EP02 screen and entering ‘T01’ as the classification code.

Phone vs. in-person services

Agents should attempt to arrange phone interpreting services before considering the provision of in-person services (with the exception of IME/IIA appointments, in which case the interpreter should be in-person if it is a face-to-face appointment). Where phone interpreting services are unavailable and/or have been deemed inappropriate, in-person services may be arranged.

The reasonable costs of interpreter services will be paid up to a maximum hourly rate (Item I100 under payment type 45).

Use of unqualified interpreters

Family members Family member means a partner, parent, grandparent, sibling or child of the worker or of the worker's partner, friends, carers, and other support persons must not be used in place of a credentialed interpreter for:

  • IME appointments;

  • IIA appointments; or

  • if the worker is receiving legal or financial advice in relation to a voluntary settlement.

Unqualified interpreters may provide interpreter services for general discussions between the Agent and worker with the worker’s consent.

Persons under the age of 18 should not be used as interpreters.

Interpreter Services and Independent Medical Examination’s / Independent Impairment Assessment’s

Agents must advise the IME/IIA of the need for an interpreter when arranging the examination or assessment. This will enable the IME/IIA to allocate sufficient time as involvement of an interpreter is likely to increase the duration of the examination or assessment.

Agents must attempt to secure an interpreter with NAATI National Accreditation Authority for Translators and Interpreters accreditation when arranging interpreter services for examinations and assessments with an IME/IIA., and should do so as soon as the examination or assessment is booked (ideally 4 weeks prior to the booking).

Where additional time is required to complete the examination or assessment due to an interpreter’s involvement, the IME/IIA may add the interpreter loading fee code to their invoice. Relevant fees can be located in the IME and IIA Fee Schedules on the WorkSafe website.

If difficulties arise with the interpreting arrangements during an examination or assessment, the IME/IIA must immediately notify WorkSafe/the Agent as the referring party.

Interpreting documents

Agents may consider funding of interpreter services to verbally translate written correspondence sent by the Agent to the worker for decisions affecting the worker’s entitlements. It is recommended that the worker make note of the key components of the written correspondence when this service is provided.

Agents are unable to fund written translation services to translate letters/correspondence.

External options for Interpreter Services

There are various other interpreter services available to workers in circumstances where WorkSafe/the Agent is unable to fund the service. Agents are encouraged to direct workers to the following resources where applicable:

  • Translating and Interpreting Service (TIS National) (for language barriers)

    • https://www.tisnational.gov.au

    • 131 450 (for immediate phone interpreting)

  • National Relay Service (NRS) (for hearing/speaking impairment)

    • https://www.accesshub.gov.au/about-the-nrs

    • 133 677 or 1800 555 677

 

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