Supporting culturally and linguistically diverse (CALD) clients can require more than standard language assistance. Some clients may communicate primarily through a spoken language other than English, while Deaf or hard-of-hearing clients may require Auslan (Australian Sign Language). In these situations, organisations can combine Phone Interpreter Services with Sign Language Interpreting Services to create a more accessible communication pathway. AustralianTranslationServices provides remote interpreting solutions covering 150+ languages, alongside professional Auslan interpreting for government, healthcare, legal, corporate and community settings.

1. Identify the Client’s Communication Requirements

The first step is to determine exactly how the client prefers to communicate. For a CALD client who speaks limited English, telephone interpreting can provide three-way communication between the client, the organisation and a professional interpreter. AustralianTranslationServices offers telephone interpreting for inbound and outbound calls, contact centres and situations where an audio-only solution is appropriate.

If the client is Deaf or hard of hearing and uses Auslan, a visual interpreting solution may be more appropriate. AustralianTranslationServices provides Auslan interpreting through both remote Video Remote Interpreting (VRI) and pre-scheduled onsite services.

2. Choose Between Telephone and Video Remote Interpreting

Telephone interpreting is useful when the interaction does not require visual communication. It can be particularly practical for routine calls, scheduling, customer service and situations where internet connectivity is limited. The service connects the parties with a professional interpreter through a secure audio connection.

For clients who need Auslan, VRI allows the interpreter to participate through a live video connection. This provides the visual communication required for sign language and enables the interpreter to facilitate communication between the Deaf participant and hearing participants in real time. AustralianTranslationServices states that its VRI service can be used for healthcare, government, legal, corporate and other professional settings.

3. Provide Relevant Session Details

When arranging a remote interpreting appointment, provide the interpreting provider with the important details in advance. These may include the source and target language, whether the session is remote or physical, expected duration, date and time, and any special instructions.

For complex consultations, providing agendas, glossaries or background documents beforehand can also help interpreters prepare for specialised terminology. AustralianTranslationServices recommends briefing materials for interpreting assignments where technical or subject-specific language may arise.

4. Consider Privacy and Professional Standards

Government agencies and healthcare organisations may handle highly sensitive personal information. Professional interpreting can help maintain confidentiality, impartiality and clear communication boundaries. AustralianTranslationServices works with NAATI-certified interpreters where certification is available and states that its interpreters follow relevant professional codes of ethics. Confidential arrangements, including NDAs for private sessions, are also available.

5. Arrange the Booking

AustralianTranslationServices allows organisations to request a customised quote by specifying the interpretation type, remote or physical format, duration, languages, date, time and relevant instructions. The provider then reviews the requirements and sends a customised quotation before the booking is confirmed.

For organisations supporting CALD and Deaf communities, using the appropriate remote interpreting format can make essential services more accessible. Combining spoken-language telephone interpreting with Auslan-capable video interpreting allows agencies to select communication support according to each client's individual needs while maintaining professional and culturally sensitive communication.