1. 1 © Ministry of Social Development 2014 Arran Jones, National Manager, Ministry of Social Development Presentation to NRRF Forum Engagement with Refugee Communities - Language Support

2. 2 © Ministry of Social Development 2014 Agenda Overview of language support – Multi-Lingual Line – Language Line

3. 3 © Ministry of Social Development 2014 Overview – Multi-lingual Line The Multi Lingual 0800 numbers are part of the service that Work and Income provides. Work and Income customer service representatives who speak other languages take enquiries about Work and Income matters from callers and talk with them in their own language. These 0800 lines are available for clients between 8.30am and 5pm. There are currently 11 different languages available and each has their own specific 0800 number.

4. 4 © Ministry of Social Development 2014 Overview – Language Line Language Line is a telephone interpreting service for clients for whom English is their second language, and where they need help to complete business transactions. Language Line uses qualified interpreters to interpret a client's language into English. The call involves three people, the Interpreter, a Work and Income staff member and the client (sometimes a client may have an agent with them).