1. TIS National presentation to the National Association of Community Legal Centres

2. This session covers: An overview of TIS National Information about TIS National services How Community Legal Centre staff can access TIS services. Welcome to TIS National

3. Overview of TIS National TIS National is located in Melbourne and services all of Australia Interpreting available 24 hours a day, seven days a week Telephone and on-site interpreting available in over 120 languages and dialects 1200 interpreters presently under contract to TIS National.

4. TIS National interpreters are: Insured for professional indemnity, public liability and workers compensation Cleared by the Australian Federal Police Bound by the AUSIT Code of Ethics. Why use a TIS interpreter?

5. Professional Conduct Confidentiality Competence Impartiality Accuracy Employment Professional Development Professional Solidarity AUSIT Code of Ethics

6. Your CLC has its own unique TIS Client Code for requesting services for your Attorney General’s funded activities. Please ensure that you only use your AGS funded Client Code for AGS funded activities. If you are not aware of your Client Code, call TIS Client Liaison and Promotions on 1300 655 820. TIS National and CLCs

7. Immediate telephone interpreting - 131 450 Pre-booked telephone interpreting - by fax or email On-site (face-to-face) interpreting - by fax or email ATIS – Automated Telephone Interpreting Service Services available

8. For immediate telephone interpreting call 131 450 When you are connected, tell the Operator: Your client code Name of your agency Language needed Your full name Your section Your phone number Client’s name Client’s phone number

9. Pre-booked telephone service Telephone interpreting services can be pre-booked. Clients generally pre-book a service when they need an interpreter for a set appointment, or their client speaks a high demand or rare language. To pre-book an interpreter, complete a booking form and fax 1300 654 151 or email tis@immi.gov.au

10. On-site or “face to face” interpreting is available for when you need the interpreter to be physically present with you and your client. To request an on-site interpreter, please complete a booking form and fax 1300 654 151 or email tis@immi.gov.autis@immi.gov.au On-site interpreting

11. ATIS allows English speaking TIS clients to access an interpreter in 18 high demand languages without assistance from a TIS Contact Centre operator. ATIS works similar to telephone banking. Users of ATIS receive a 10 per cent discount off immediate telephone interpreting charges. Automated Telephone Interpreting Service (ATIS)

12. ATIS provides telephone interpreting services in 18 high demand languages. The 18 Languages are: VietnameseSomaliKhmer Arabic*CroatianJapanese MandarinBosnianDari CantoneseKoreanItalian PersianRussianGreek SerbianTurkishSpanish * Please note ATIS does not service Sudanese Arabic Which languages are available?

13. To use ATIS, you will need a 6 digit Account number and a 4 digit Access number. To obtain an ATIS Account and Access number you must register with TIS National’s Client Liaison and Promotions team. What do I need to use ATIS?

14. TIS National DOES NOT undertake commercial translations. Some permanent residents or Australian citizens may be eligible for fee-free translations through DIAC. Enquiries and/or lodgement of documents for translation can be made at any AMEP office. Translations

15. Quality assurance Portfolio Budget Statements (PBS) Annual Report Monthly Report to Minister – Output 2.2 Annual Client Satisfaction Survey Visitation Program Complaints Handing

16. If you would like to provide TIS National with positive or constructive feedback please contact: TIS National Client Liaison and Promotions on 1300 655 820 or tispromo@immi.gov.au DIAC Global Feedback Unit on 133 177

17. Questions?