Working with clients from non-English speaking backgrounds

Noticing the need for an interpreter

A major barrier to people from non-English speaking backgrounds accessing child protection services is language.
The following responses from clients may indicate the need for an interpreter to be provided:

• brief yes/no responses
• answers that are not related to open-ended questions
• generally compliant answers
• no questions asked by client/family
• confused facial expressions.
  

Each SWSAHS facility should have a language identification sheet, which is a sheet with "You have the right to an interpreter" or "I will call the interpreter" in twenty languages. These will be of assistance where the client is literate.

Using interpreters

• even if the person is fluent in English, s/he may feel more comfortable speaking in her/his own language in a time of crisis
• when dealing with female clients ensure that a female interpreter is requested
• it is not appropriate to use family members as interpreters
• speak directly to the client to indicate clearly your role as the primary support worker or counsellor and to promote the development of rapport with the client
• demonstrate trust in the interpreter and do not interrupt the conversation prematurely
• if possible brief the interpreter prior to seeing the client and debrief the interpreter following the session
• the interpreter can be a useful source of advice and information about cultural issues if s/he is of the same cultural as well as language background as the client
• for ongoing counselling ensure that the same interpreter is requested to ensure continuity and assist in establishing a safe environment.
  

Avoid cultural stereotyping

Treat the client as an individual and avoid stereotyping, for example, "It's part of the Vietnamese culture to be quiet and submissive ".

Remember that Australian migrants are subject to cultural influences in Australia as well as those from their country of origin.

Be sensitive to cultural influence, but do not assume that all those from a particular non-English speaking background will behave in the same ways and hold the same beliefs. Stereotyping will prevent clear and open communication.

Issues to be sensitive to

Be sensitive to issues surrounding confidentiality, particularly when working with a client/s from small and emerging communities. For example, it may not always be helpful to refer the client/family to an ethno-specific agency or an Ethnic Health Service/Worker because in some instances the client/family may not wish to have an interpreter called in order that their anonymity be protected.

However the issue of anonymity should not stop the health worker providing an interpreter through the Telephone Interpreter Service (TIS) or seeking the advice of an ethno-specific agency or of the Ethnic Health Service/Worker.

Other issues to be approached sensitively include:

• reluctance to use external help because of shame within their community
• belief that the harm is a result of an accepted cultural or religious practice
• fear that intervention will further stress newly arrived immigrant families
• associating government intervention with previous experiences of torture, trauma or war
• reluctance to seek help that does not accept the same religious belief structure of the family