Interpreter and Language Services Policy Template

Ensure all residents and families can communicate effectively with care staff by embedding professional interpreter services into your care governance framework.

Overview

Australia's aged care population includes many residents and family members whose preferred language is not English. Using untrained interpreters — including family members — for clinical conversations creates significant risks including miscommunication, privacy violations, and invalid consent. This policy template establishes a clear framework for identifying language needs, accessing professional interpreter services, and ensuring informed consent is meaningful for all residents regardless of language background.

What This Policy Covers

• Assessment of preferred language at admission
• When professional interpreters must be used (vs. family members)
• Access to the Translating and Interpreting Service (TIS National)
• Booking telephone, video, and in-person interpreters
• Interpreter use for informed consent and care planning
• Interpreter confidentiality obligations
• Restrictions on using family members as interpreters for sensitive clinical discussions
• Multilingual written materials for residents and families
• Staff training on working effectively with interpreters
• Documentation of interpreter use in the care record

Compliance Alignment

• Aged Care Quality Standard 1 – Consumer Dignity and Choice
• Charter of Aged Care Rights 2019
• Privacy Act 1988 (confidentiality obligations)
• National Standards for Interpreters in Health Care
• Racial Discrimination Act 1975
• TIS National – Department of Home Affairs

Why This Policy Matters

Informed consent is legally invalid if a resident cannot understand what they are consenting to. Using family members as ad hoc interpreters in clinical situations is a recognised patient safety risk. A documented interpreter policy protects residents' rights, ensures valid consent, and demonstrates to ACQSC assessors that the facility has operationalised its cultural diversity commitments.