How much information to give
Once you have determined your agency’s approach to coordinating bookings with suppliers, you need to consider what to include in a booking request. When booking an interpreter, agencies should provide clear and complete information to ensure the service is appropriate, timely, and culturally responsive. Language service providers are responsible for ensuring enough information is collected not only to perform the engagement, but also to meet reporting and minimum data set requirements, and Queensland Government invoicing and billing requirements.
1. Information about your agency
- Government department or statutory authority
- Facility and unit making the request
- Cost centre for billing
- Requesting officer’s name and contact details
- Booking reference number (if applicable)
2. Language and service type details
- Language category
- Language and dialect, if relevant
- Service type
- Modality (onsite, phone, video)
3. Logistics and timeframe
- Provide details about the location, including room or building and any devices or platforms required
- Confirm the timeframe and check the minimum engagement period for the service type
- Whether it is for a meeting or appointment, or if there will be a group of people or individual client
- For onsite bookings, identify whether parking will be available and whether there is an associated cost
- Flag whether supplier cancellation of an appointment will impact your service or the client
4. Regulatory requirements
Outline any agency-specific requirements and be clear when they apply, such as:
- vaccination status – for example, hospital entry
- security checks – for example, correctional facilities
- confidentiality or screening protocols.
5. Interpreter credential level and preferences
- Specify the credential level required – for example, NAATI certification
- Consider the interpreter’s experience with the subject matter, setting, and context
- Request the highest credentialled interpreter available for complex or sensitive assignments
6. Agency client interpreter needs and preferences
Agencies should consider and communicate client preferences, while respecting ethical boundaries.
| Preference type | Guidance |
|---|---|
Gender concordance | Important for sensitive topics – for example, health, DFV or sexual assault. Improves comfort and communication. May be expressed as a requirement where there is high risk. |
Ethnicity and religion | May be relevant due to past or current conflict. Can be expressed as a preference, not a requirement. |
Modality | If preferences cannot be met, offer telephone or video interpreting as an alternative where appropriate. |
Language service providers cannot require interpreters to disclose ethnicity or religion. Preferences around this must be treated with sensitivity.
Agencies should explain the reason for preferences to help language service providers assess suitability.
If preferences cannot be met, agencies must inform clients and clarify the interpreter’s role as a confidential and impartial facilitator.
7. Sensitive or high-risk assignments
If known in advance, indicate in a booking whether the assignment involves sensitive or potentially traumatic content.
Where possible, provide relevant context to help the language service provider prepare the interpreter.
For sensitive engagements, consider booking a pre-engagement orientation or post-engagement debrief with the interpreter to support the quality of interpreting in the assignment and their psychosocial safety in the workplace.