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Multicultural action plan
Multicultural Action Plan: 2023 update
Key action 5: Interpreters and communication strategies

Key action 5: Interpreters and communication strategies

Queensland Government agencies will ensure people who have difficulty communicating in English can access information and services at the right time and in the right manner, through improved access to interpreters and implementing multilingual and multi-modal communication strategies. As per the Queensland Multicultural Policy, activities in this section should link to one or more of the following high-level outcomes:

Improved knowledge about customers’ diversity.
Culturally capable services and programs.
A productive, culturally capable, and diverse workforce.
Queensland gets the most benefit from our diversity and global connections
Individuals are supported to participate in the economy.

Agency activities supporting Key action 5	Responsible portfolio/area	Progress status for 2022–23	Outcomes achieved for people from culturally and linguistically diverse backgrounds
For agencies involved in front line service delivery, support the whole-of-government Standing Offer Arrangement for the provision of interpreting and translation services.	Transport and Main Roads QGCDG-SSQ	On track	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 2024. Smart Service’s actual expenditure on interpreter fees for the 2022/23 financial year was $105,356. Customer Service Branch (CSB) on-call figures for the 2022–2023 FY. 0.04%—Percentage of clients required language support for the year 1413—Number of occasions interpreters are engaged annually by the agency CSB frontline staff engaged on-call Interpreter Services for culturally diverse customers with a completion rate of 72% during April – June 2023 that was an increase from March – May 2023 quarter which was 64%. CSB staff recorded in using on-call Interpreter Services for culturally diverse customers there was an average 'no contact and/or no support' rating of between 25-30% failure rating To address the impact on customer service levels to TMR's culturally diverse customers, CSB is researching opportunities to have frontline multilingual (including Auslan) staff certified as 'Community Language Aides' (CLA). CSB recognise the value in creating a pathway to become CLA certified.
Provide staff training on the Queensland Language Services Policy and how to work with interpreters.	QGCDG-SSQ	On track	Inbound and outbound interpreter services available for use by frontline staff. The Contact Centre team 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 interpreter service and call management of these interactions (i.e. speak directly to the customer, adjust pace etc).
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.	Transport and Main Roads QGCDG-SSQ	On track	Provide staff training on the Queensland Language Services Policy and how to work with interpreters (see comments in optional section below for further details). Customer Service Branch (CSB) ensures frontline staff are training in call handling techniques for TMR's customers from a non-English background. Regular weekly training sessions are scheduled in all CSB's for frontline staff to maintain capability uplift in cultural sensitivity awareness skill development.
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).	Transport and Main Roads QGCDG-SSQ	On track	TMR's customer research delivered and supported by the Customer Experience Branch considered and is designed to include culturally and linguistically diverse customers to ensure representation, diversity and inclusion. TMR continues to explore how to attract, engage, communicate with, and retain culturally and linguistically diverse customers in TMR's Transport Talk online customer research community. 12% of Transport Talk customers speak a language other than English at home. Frontline staff are trained in call handling techniques for culturally and linguistically diverse customers to ensure respectful interactions. When services have been identified (Driver Exam bookings, change of motor vehicle ownership, overseas drivers licence) as having a significant culturally and linguistically diverse customer base focus is given to this during service training for frontline staff. When developing tools, education, and support to help guide communication with culturally and linguistically diverse communities' resources 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). When developing targeted communication and engagement plans TMR considers 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.
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.	Transport and Main Roads QGCDG-SSQ		TMR's customer research delivered and supported by the Customer Experience Branch considers and is designed to include culturally and linguistically diverse customers to ensure representation, diversity and inclusion. TMR continues to explore how to attract, engage, communicate with, and retain culturally and linguistically diverse customers in TMR's Transport Talk online customer research community. 12% of Transport Talk customers speak a language other than English at home. Training for frontline staff in communications techniques identified as lacking through consultation with First Nations Community members has flow on benefits to interactions with culturally and linguistically diverse customers. When developing targeted communication and engagement plans TMR considers 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.

Last updated 29 September 2023