Use an interpreter in early childhood education services

Free telephone, video and on-site interpreters are available for all department funded kindergarten services and eligible support services.

In 2024, all department funded kindergarten services are eligible to access translation services for written documents via LanguageLoop.

Please read the below information to ensure you are eligible and then contact VITS LanguageLoop to set up an account or make a booking.

Contact LanguageLoop

Eligible interpreting categories

We have a contract with VITS LanguageLoop to provide interpreting services. All interpreters are qualified and accredited, where National Accreditation Authority for Translators and Interpreters (NAATI) accreditation is available.

On-site, telephone and video interpreters are available for discussions with parents and carers for the following categories:

• All department funded kindergarten services
• Funded kindergarten services/transition to primary school.

In the 2024 calendar year, the following support services are also eligible to access VITS LanguageLoop interpreting services:

• Local councils that receive funding from the department to deliver a Central Registration and Enrolment Scheme (CRES) and/or a program to support kindergarten and pre-prep access and participation (Including the CALD Outreach Initiative)
• Access to Early Learning (AEL) providers
• Safe Haven providers
• Early Childhood Intervention Services Continuity of Support (ECIS CoS) providers – Early childhood intervention services for children not eligible for the NDIS
• ECIS CoS central team (in NDIS & Strategic Projects team) – assessment of applications for ECIS CoS, including contact with parents via telephone.

While a parent/carer can initiate an interpreting service by contacting the funded kindergarten services or support service provider, all bookings must be made by the funded kindergarten service or support service provider.

All Victorian government primary schools are also eligible to access VITS LanguageLoop interpreting services. Please see the following link for further details: Interpreting and Translation Services.

Interpreter bookings

To book an interpreter, funded kindergarten services and eligible support services must register with VITS LanguageLoop and establish an account.

To register contact LanguageLoop or call 03 9280 1955.

Services can then be booked online or by phone:

• Online – visit LanguageLoop portal. to arrange a booking. Each user is required to enter their username (usually the account holder's email address) and a password (provided by VITS LanguageLoop).
• Telephone – Call 03 9280 1955 (24 hours, 7 days a week). Each user is required to quote their pin number (provided by VITS LanguageLoop on registration).
• Emergency bookings – the emergency number is available for any issues that may occur at the booking commencement time and for a genuine interpreting emergency (24 hours, 7 days a week) on 03 9280 1900.

At the time of booking, specify the specific language(s), dialect (if relevant), time and duration, purpose, precise location (if in person) and contact person. In addition, please specify other requirements such as gender, or if you require a specific interpreter.

Bookings should be made as early as possible.

VITS LanguageLoop will provide confirmation via the preferred method of communication. For example, phone, fax or email.

Notification that VITS LanguageLoop is unable to provide an interpreter for a booking will be provided (via the preferred method of communication) as soon as possible with provision to reschedule as required.

Booking procedures

Booking an interpreter as soon as possible after a need has been identified increases the likelihood that an interpreter will be available for the preferred time. Where possible, bookings should be made at least 5 business days before the interpreter is required.

During periods of high demand, longer notice may be required, for example 10 business days’ notice. Longer notice may also be required when a more highly accredited and experienced interpreter is required for the booking, for example, when the communication involves complex or sensitive information.

Unless otherwise requested, a minimum 90 minute booking period per engagement will apply. However, a 60 minute booking period is only available upon request. Where a shorter booking period applies, consideration should be given to using telephone interpreters or video interpreters instead of on-site interpreters where appropriate (for example, low complexity matters).

Cancellations

Bookings that are no longer required should be cancelled as soon as possible to avoid late fees. Cancellations can also be made online via the LanguageLoop portal. Bookings must be cancelled during business days and more than 24 hours’ notice must be provided.

Fees will apply where a booking is cancelled with less than 24 hours’ notice. The cancellation fee will depend on the duration and type of service booked.

Interpreting and translating services are provided at a substantial cost to the department and making unnecessary payments to the service provider significantly impacts on the allocated budget for this service.

There may be some circumstances where a short cancellation notice is unavoidable, however, every effort must be made to comply with the cancellation terms to avoid unnecessary charges.

Types of interpreting

On-site interpreting

For on-site interpreters, unless otherwise requested, a minimum 90-minute booking period per engagement will apply. However, a 60-minute booking period is only available upon request. Where a shorter booking period applies, consideration should be given to 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. However, provision for out-of-hours services is available.

Telephone and video interpreting

Telephone and video interpreter services facilitate 3-way communication. These services are available 24 hours a day, 7 days a week. The 24 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.

Telephone and video interpreting can be booked in advance and is recommended when a language outside the 24 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/carer.

Translations – Funded kindergarten services

In 2024 all department funded kindergarten services are eligible to access translation services for written documents via VITS LanguageLoop.

Translation services for written documents are available for funded kindergarten services under the following categories:

• key item for newsletter – 500 word maximum
• notice – 750 word maximum
• information on program – 750 word maximum
• assessments of learning and development – 750 word maximum
• individual child goals/learning and development goals – 500 words maximum.

Key items for newsletters should provide important information which is relevant to the whole kindergarten services.

Notices might include details regarding the kindergarten service, parent information meetings and consent forms.

Information on program might include details about kindergarten programs, experiences, excursions/incursions or communication about individual children on areas such as learning and wellbeing.

Requests for the translation of documents which fall within the categories of approved translation assignments, and which meet the word count limit set for each category will not require approval from the department. However, if there are concerns about a request meeting the guidelines, VITS LanguageLoop will contact the department to seek approval before accepting the translation request.

Funded kindergarten services are not able to access translation services to translate lengthy documents such as parent handbooks and Transition Learning and Development Statements. Funded kindergarten services will need to meet translation costs where services fall outside the translation guidelines.

The department does not provide for requests to translate family/child documentation and documents regarding policies or services for other government departments. Kindergarten services should check the Health Translations Victoria website or with the respective departments to see if translations are available.

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 website for further details.

Translation services are not normally available outside the approved categories unless there are exceptional circumstances. Queries regarding such services should be directed to VITS LanguageLoop:

• Telephone: 03 9280 1955
• Email: relationships@languageloop.com.au

For additional translated resources about kindergarten, please see Supporting CALD families to engage in kindergarten and Information about kindergarten in your language.

Procedures for requesting translations – Funded kindergarten services

Funded kindergarten services should prepare documents for translation in MS Word, A4 format, in running text, adhering to approved categories and word limits. In preparing the document the text should be written in plain English.

The documents should be emailed together with the kindergarten translation request form (DOCX, 703KB) to translations@languageloop.com.au or uploaded via the LanguageLoop portal.

Any costs incurred for special typesetting, layout requirements and words in excess of the established limits (see above) will have to be met by the funded kindergarten service.

Where requests meet the requirements set out in these guidelines, VITS LanguageLoop will carry out the translation and return the translated file in PDF format.

In cases where requests do not meet the requirement in these guidelines, the contact person will be notified by VITS LanguageLoop or the department. In circumstances where the materials to be translated fall outside the guidelines, the costs will not be met by the department. Arrangements should be made directly with VITS LanguageLoop.

At least 10 business days are required between receipt of the request for the relevant translation and the provision of the service. However, in exceptional circumstances, and based on the urgency of the request, a shorter timeline may be approved subject to the availability of translators.

It is expected that funded kindergarten services will ensure all translation requests are authorised by the service manager or coordinator. Funded kindergarten services should also maintain records of all translation assignments.

If you have any queries regarding written translations please contact VITS LanguageLoop via email: translations@languageloop.com.au or relationships@languageloop.com.au

Feedback

Feedback about the quality of services provided by VITS LanguageLoop should be raised directly with VITS LanguageLoop in the first instance via email at feedback@languageloop.com.au

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

Additional resources

VITS LanguageLoop resources:

• LanguageLoop Service Directory
• How to work with a telephone interpreter (PDF, 5MB)
• How to work with an onsite interpreter (PDF, 2MB)
• How to work with AUSLAN and deaf interpreters (PDF, 500KB)
• Use this list to identify which language is required (PDF, 2MB)

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, 2MB)
• Tip sheet – Working effectively with interpreters to support families (PDF, 1MB)

For more information on using languages services, see the Victorian Government policy.