To help customers from culturally and linguistically diverse (CALD) backgrounds, we’ve:
- added language options to self-check-in kiosks
- expanded our Multilingual Assessor Program giving staff more ways they can help customers in their own languages.
Language options for self check-in
In some of our modernised service centres, customers can check in using a kiosk to select the help they need.
These used to be in English only, but to meet the needs of our community, we piloted adding community languages.
Customers using the kiosks can now choose from English, Arabic, Khmer, Serbian, Turkish, Vietnamese and Chinese (Simplified).
Multilingual Assessor Program
Some of our staff are accredited to use another language at work to help CALD customers over the phone and in person at our service centres.
We’ve expanded the services of our multilingual staff to make it easier for customers to interact with us.
Allied Health Professional Assessors who are multilingual can now speak to customers in their own language during their Employment Services Assessment.
Our Assessors speak 15 languages and have provided in-language assessments to more than 3,000 CALD customers.
The service builds trust with customers who can speak in their preferred language, reducing the reliance on interpreters. Direct servicing via multilingual staff members leads to faster outcomes, and assessments are now an average of 20 minutes shorter.
By making the most of our staff’s language skills, we’re delivering more inclusive and efficient services for the communities we serve.