Early Childhood Language Services

To make a booking for an interpreter, funded kindergarten services and eligible early childhood support services you will need to register a user account with All Graduates.

If your service has not received login details for a user account please email de.enquiries@allgraduates.com.au or call 03 9605 3051.

Once an account has been created, interpreter bookings can then be made online or by phone.

• Online: visit the All Graduates client portal to make a booking for:
  • Onsite Interpreter (face to face)
  • Pre-booked Telephone Interpreter
  • Pre-Booked Video Interpreter.

Each user is required to login to the client portal using their registered user name (usually the account holder's email address) and a password (provided by All Graduates).

• On demand telephone: for immediate telephone interpreting or to request an interpreter within the next 48 hours call 03 9605 3051 (24 hours, 7 days a week). Have your PIN number ready to use (provided by All Graduates at account creation).
• Emergency bookings: for any issues about the interpreter booking that occur when the booking commences or when you need an interpreter for an interpreting emergency (24 hours, 7 days a week) call 03 9605 3051.
• Email alternative: contact All Graduates at: de.enquiries@allgraduates.com.au.

On-site interpreting

For on-site interpreters, unless otherwise requested, a minimum 90-minute booking period per engagement will apply. A 60-minute booking period is only available upon request. Where a shorter booking period applies, consider using telephone interpreters or video interpreters instead of on-site interpreters where appropriate (for example, low complexity matters).

Where possible, bookings should be made at least 5 business days before the interpreter is required. Interpreting services should be arranged during normal business hours whenever possible.

Telephone and video interpreting

Telephone and video interpreting services facilitate 3-way communication. The 15 most commonly requested languages are automated by using a telephone number that corresponds to the required language. Waiting time for this service is minimal, and in most situations all parties will be linked within minutes. Please refer to:

• All Graduates On-demand interpreting (DOCX, 2.22MB)
• All Graduates On-demand interpreting (PDF, 573KB)

Telephone and video interpreting can be booked in advance and is recommended when a language outside the 15 most commonly requested languages is required.

Note: A staff member must participate in the telephone interpreting call. Telephone interpreters cannot be used to pass on a message to a parent or carer.

Auslan interpreting

Auslan (Australian Sign Language) is the language of the Australian Deaf Community. It is the preferred language of the majority of Deaf Australians. It is a highly visual language using signs, enhanced facial expressions and body language to communicate.

Auslan interpreters convey meaning from spoken English into Auslan and from Auslan into English and will generally interpret using simultaneous interpreting. This means that interpreting takes place at the same time as the speaker is talking.

Simultaneous interpreting is demanding for the interpreter. They need to listen and talk at the same time. Auslan interpreters will require short breaks after every 15-minute block to maintain accuracy and effectiveness.

When an appointment is longer than one-hour, more than one Auslan interpreter will attend. They will take turns to interpret.

Please allow extra time for the person to respond, as Auslan interpreting involves a slight delay. Avoid making side comments, as the Auslan interpreter is ethically required to interpret everything the deaf person would have understood if they could hear.

For further guidance please refer to:

• All Graduates - Working with Auslan interpreters (DOCX, 2.61MB)
• All Graduates - Working with Auslan interpreters (PDF, 725KB)

In-bound interpreting

All Graduates offer in-bound telephone interpreting for use by parents and carers. In-bound telephone interpreting allows parents and carers to contact a kindergarten service or early childhood support service using a telephone interpreter in language.

All Graduates provide in-bound telephone interpreting in 30 languages. Each language has a corresponding telephone number that connects to an in-language interpreter.

Parents and carers will be connected to the service after calling the telephone number of the language of choice and providing the kindergarten service or early childhood support service details to the interpreter. Please refer to:

• A Guide for families - How to use an interpreter to contact your service (DOCX, 1.23MB)
• A Guide for families - How to use an interpreter to contact your service (PDF, 585KB).

To make sure you have an interpreter when you need one, make a booking as soon as possible. Try to book at least 5 business days in advance.

During busy periods, such as the end of term or year, you might need to book even earlier, for example 10 business days ahead. This is important if you need a highly skilled interpreter for complex or sensitive information.

What you need to make a booking

When you make a booking, you will need to select your service PIN and provide details about:

• the language
• dialect (if needed)
• date and time
• duration
• purpose
• exact location (if in person)
• contact person at the service
• any other requirements like gender or a specific interpreter you have used before.

All Graduates will confirm the booking using your preferred method of communication, for example phone, email.

If All Graduates are not able to provide an interpreter, they will let you know as soon as possible so you can reschedule as required.

Cancellations

If you need to cancel an appointment, please do so with more than 24 hours’ notice to avoid any late fees. You can cancel the booking online through the All Graduates client portal.

If you cancel with less than 24 hours' notice, the department will be charged a fee based on the duration and type of booking. Sometimes short notice is unavoidable. Please try your best to follow the cancellation terms to avoid extra charges.

Funded kindergarten services and eligible early childhood support services can use an interpreter to build trust with families, support families to feel included and encourage participation in your service. Ideas and examples include:

• Registration and enrolment
  • understand the requirements and policies of the service for example proof of address, child’s date of birth and immunisation requirements
  • assist with completing enrolment forms.
• Orientation
  • help new families understand the routines, expectations, and available supports
  • help kindergarten staff learn about a child’s strengths and interests to facilitate a smooth transition to kindergarten.
• Family/Teacher discussions
  • communicate a child's developmental progress, needs, and any concerns
  • encourage conversation to bridge gaps in understanding and build rapport
  • support bilingual education and language development strategies.
• Emergencies
  • communicate real-time updates to keep families informed
  • procedures and protocols following an incident to reassure families that a child is safe.
• Information sessions
  • support families to participate in information sessions and ask questions of kindergarten staff and guest speakers, for example transition to school and early learning and development topic areas.
• Special events
  • support inclusion, facilitate participation in open days, cultural events or performances – for example sharing books, songs, stories and cultural practices in the home language.
• Feedback
  • seek families input about a child’s abilities, interests and strengths
  • gather parents and carers experience and observation to improve services and address specific needs.

It is important to brief interpreters prior to the commencement of the meeting, whether they are attending onsite, by telephone or video. This means you should:

• provide all relevant information when making the booking on the portal or speak to the interpreter just prior to the meeting
• tell them who will be in the room (client, carer, support person, staff), especially for telephone interpreting
• explain the purpose of the meeting
• share what has happened before the meeting (e.g., pre-planning, first or second conversation)
• provide any other relevant information, such as any known details about the parent, carer or family, expected communication needs, documents and possible planned interruptions.

Funded kindergarten services can use All Graduates translation service to improve communication and ensure that all families have access to important written information. For steps on submitting a translation request using the All Graduates client portal, please refer to:

• Kindergarten services - How to submit a translation request (DOCX, 3.76MB)
• Kindergarten services - How to submit a translation request (PDF, 0.97MB)

Please note, eligible early childhood support services do not have access to translation services, only funded kindergarten services can request translations for written information.

The following categories of written information can be translated for funded kindergarten services and do not require approval by the department:

• Key item for a newsletter - 500 word maximum: Key items for newsletters should provide important information which is relevant to the whole kindergarten service.
• Notice - 750 word maximum: Notices might include details regarding the kindergarten service, parent information meetings and consent forms
• Information on the program - 750 word maximum: This might include details about kindergarten programs, experiences, excursions, incursions or communication about individual children on areas such as learning and wellbeing.
• Assessments of learning and development - 750 word maximum.
• Individual child goals/learning and development goals - 500 word maximum.

(Please note, lengthy documents such as parent handbooks or Transition Learning and Development Statements, are not an approved category for translation services of written information.)

Translation services are only available for approved categories unless there are exceptional circumstances. If a translation request does not meet the guidelines, All Graduates will contact the department to seek approval before accepting and completing the translation request. The kindergarten service can choose to cover the translation cost themselves if the request is not covered by the translation guidelines.

Any enquiries about the type of written document that can be translated should be directed to All Graduates:

• Telephone: 03 9605 3000
• Email: admin@allgraduates.com.au.

To request a document translation, you will need to:

• Follow the approved document category and word limits described above.
• Prepare your written document ready for All Graduates to translate:
  • create the document in MS Word
  • A4 size
  • write in plain English
  • use continuous text.
• Seek authorisation for the request from your service manager or coordinator.
• Complete the Kindergarten services - Translation Request Form (DOCX, 70.5KB).
• Submit your translation request using the All Graduates Client Booking Portal.
• Keep a record of each translation request.
• Allow at least 10 business days for the request to be received and processed.
  (However, in exceptional circumstances, and based on the urgency of the request, a shorter timeline may be approved subject to the availability of translators.)
• Keep a record of your original translation request.

Where a translation request meets the guidelines, All Graduates will complete the request and return the translated file in PDF format to you.

If a request does not meet the guidelines, the contact person will be notified by All Graduates. In this circumstance a kindergarten service can cover any translation costs for special typesetting, layout requirements or documents with words that exceed the maximum limit. The department is unable to meet the cost of requests outside the guidelines. Arrangements should be made directly with All Graduates.

If you have any queries about translation services, please contact All Graduates via email: admin@allgraduates.com.au.

The department does not provide free translation services for family or child documentation or policy or service documents for other government departments, e.g. immunisation history statements.

Kindergarten services should contact the respective department to enquire if a translation service is available to assist with this type of documentation.

The Department of Home Affairs offers a Free Translating Service for certain permanent residents and some temporary visa holders for translation of up to 10 personal documents. Visit the Department of Home Affairs for further details.

The Health Translations Victoria website is a free online library of high-quality translated Australian health and wellbeing information funded by the Victorian Government and provides quick access to reliable resources.

For additional translated resources about kindergarten, please see:

• Supporting CALD families to engage in kindergarten
• Information about kindergarten in your language
• Early Start Kindergarten resources
• Translated information about the kinder tick
• Child Information Sharing in your language
• Preschool Field Officer Program translated factsheets
• Speak to your child in the language you know best
• Transition to school resources for families

Feedback about the quality of interpreting and translation services should be raised directly with All Graduates in the first instance by emailing feedback@allgraduates.com.au.

If this method does not resolve the matter, funded kindergarten services and eligible early childhood support services should contact the Early Years Management and Partnerships Unit by emailing early.years.cald.programs@education.vic.gov.au.

The welcome pack for kindergartens services includes:

• All Graduates contact directory
• On-demand telephone interpreting
• Pre-booked video & telephone interpreters
• FAQs: Working with interpreters
• Working with AUSLAN interpreters
• Kindergarten services - How to submit a translation request
• Kindergarten translation request form.

Kindergarten services welcome pack (DOCX, 16.9MB)
Kindergarten services welcome pack (PDF, 4.87MB)

The welcome pack for early childhood support services includes:

• All Graduates contact directory
• On-demand telephone interpreting
• Pre-booked video and telephone interpreters
• FAQs: Working with interpreters
• Working with AUSLAN interpreters.

Early childhood support services welcome pack (DOCX, 14.4MB)
Early childhood support services welcome pack (PDF, 3.81MB)

• Identify your language (DOCX, 252KB)
• Identify your language (PDF, 318KB)
• Guide for Families: How to use an interpreter to contact your service (DOCX, 1.23MB)
• Guide for Families: How to use an interpreter to contact your service (PDF, 585KB)

Foundation House has developed the following tip sheets to support work with interpreters and families from culturally and linguistically diverse (CALD) and refugee backgrounds:

• Tip sheet – Building partnerships with families from refugee backgrounds (PDF, 1.98MB)
• Tip sheet – Working effectively with interpreters to support families (PDF, 981KB)

For more information and guidelines on using languages services in Victoria, see the Victorian Government Policy.