Language Line Language Line is a telephone interpreting service that offers participating agencies a tool to communicate with people who require language support, in 44 different languages. The Language Line Contact Centre service operates Monday to Friday 9am-6pm and Saturday 9am-2pm, excluding New Zealand statutory holidays. The advantages of using this service are that it brings accuracy, neutrality and confidentiality to discussions with your client where language might otherwise be a barrier.
WESTERN BAY OF PLENTY PHO How to Use Language Line When you have established that the client does not have a clear understanding of or does not speak English, offer the client an interpreter. Ask the client what language they speak. Ensure that you ask the language not the country. Dial WBOP PHO’s confidential Language Line Contact Centre number 0800 000 930. Remember this number is confidential and only for WBOP PHO staff and should not be given out to anybody outside your organisation. Once you have reached the Language Line Call Centre, give them your name, the name of your PHO, the name of your branch and the language you want. If your client has a gender preference for the interpreter, ensure you tell the Contact Centre at this stage. Wait a few minutes until the interpreter comes on the line. Once the interpreter has been connected, introduce yourself, first name is fine, and then begin your dialogue. At the end of the call, ensure that you clearly indicate to both the client and the interpreter that you have finished. For example, say “Thank you, good bye”.
Important Points to Remember
If you have asked the client what language they speak and the interpreter isn’t available in that language, ask the client if they speak another language. Also keep this in mind for the gender option.
Speak directly to your client rather than the interpreter.
Speak in short concise sentences. Remember everything you say has to be repeated by the interpreter.
Try not to use too much jargon, if you use technical language, please explain what it means.
www.languageline.govt.nz
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Booking an Interpreter in Advance Language Line is a real time service that allows you to connect with an interpreter in less than 2 minutes. For calls less than 45 minutes, the following languages do not require advance bookings: Arabic, Cantonese, Dari, Farsi, Hindi, Japanese, Korean, Kurdish, Mandarin, Punjabi, Russian, Samoan, Spanish, Tongan and Urdu. For all other languages you may require to make an advance booking. Advance bookings require 24 hours prior notice. Please email the Language Line administration office between 9am-4pm Monday to Friday at Language.Line@dia.govt.nz with the following details: Organisation (include branch and PHO): Full Name: Contact Phone: Email: Booking Date: Booking Start Time: Booking End Time: Language: Gender Preference (if applicable): Comments for Booking (include NHI): Once the interpreter accepts the job, you will receive a confirmation email along with the booking number and call instructions. Please make sure to state your booking number when you ring through to the Language Line Contact Centre at the time of the appointment. Please note we require 24 hours advance notice of the cancellation of any booking. If the booking isn't used or cancellation is received with less than 24 hours’ notice, the organisation will be charged for the call. Cancellation of bookings should be sent via email to Language.Line@dia.govt.nz.
Feedback on Service If you wish to provide feedback on the level of service you received while on an interpreting session please email Language.Line@dia.govt.nz with as much detail as possible. We will work with our interpreter supplier to investigate and respond accordingly.
www.languageline.govt.nz
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44 Languages Language Line offers telephone interpreting for the following 44 languages.
Amharic
Mandarin
Arabic
Māori
Assyrian
Myanmar
Bengali
Nepali
Bosnian
Niuean
Bulgarian
Pashto
Cantonese
Portuguese
Croatian
Punjabi
Cook Island Maori
Russian
Dari
Samoan
Farsi
Serbian
Filipino
Sinhalese
French
Somali
German
Spanish
Guajarati
Tamil
Hindi
Thai
Indonesian
Tokelauan
Japanese
Tongan
Khmer
Tuvaluan
Korean
Ukrainian
Kurdish
Urdu
Lao
Vietnamese
www.languageline.govt.nz
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Languages - Alternative Names Language Line has learned a great deal about other languages and we hope to save you time and confusion by passing this on. Just as we commonly refer to MÄ ori as Te reo, there are other names for many of our languages. This list may be useful to you when you are working out the language your client speaks. Remember your client may speak more than one language. Other names known by
Language
Afghani/ Afghanistan
Dari
Aramaic
Assyrian
Bahasa / Bahasa Indonesia
Indonesian
Bangladeshi
Bengali
Bhutanese/ Bhutani
Nepali
Burmese
Myanmar (Burmese)
Cambodian
Khmer
Chinese
Mandarin, Cantonese
Ethiopian
Amharic
Indian
Hindi
Iranian
Farsi
Iraqi
Arabic
Nepalese
Nepali
Persian
Farsi
Pushto
Pashto
Rarotongan
Cook Island Maori
Sri Lankan
Tamil
Tagalog
Filipino
Taiwanese
Mandarin
Te reo
MÄ ori
Yugoslavian
Bosnian, Croatian, Serbian
www.languageline.govt.nz
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