Waitemata Auckland Translation & Interpreting Service (WATIS) is managed by WDHB Asian Health Support Service. It provides interpreting and translation services 24-hours 7-days a week for all languages, including sign language. It is a not-for-profit service. All fees earned by WATIS are for further development of Asian health support services.

• (TINT) Telephone interpreting: this service can connect one to six people over the phone with an Interpreter supporting the communication process between the non-English speaker(s) (NES) and English speaker(s) (ES).
• (SINT) Face to Face (site) interpreting: this service provides an Interpreter to support face to face communication process between NES client and ES GP staff at the specified clinic/location.
• (APC) Appointment Confirmation: this service provides an Interpreter to confirm/ cancel/ reschedule appointments with NES clients over the phone.
• (TA) Telephone Assignment: this service provides an Interpreter to do 1-3 follow-up calls with NES clients (e.g. checking medications/health status) with specific instructions.
• Documentation Translation - translation of any written information, e.g. brochures, reports, etc.

• Face to Face (site) interpreting service (SINT) is useful for any of the following criteria:
• Consultations take more than 45 minutes discussion.
• Conducting thorough first assessment of clients.
• Exercising of power under the Mental Health Act.
• Process involves narrative therapy, counselling, complex discussions or large group discussions.
• Discussing bad news (e.g. serious medical issue).
• Getting client's informed consent.
• Procedures involve local anaesthesia.
• For hearing impairment client.
• Telephone interpreter is useful for any of the following situations:
• Patient /client interaction is urgent.
• The information is of a type that could ordinarily be discussed with the client over the telephone e.g. admission and check out procedures; and the interpretation is required only for a brief period of time and is for less than 45 minutes.

Please click the link here to see when to use what services(pdf)

• All information communicated to the interpreter remains confidential.
• Interpreters are required to follow WDHB Policies and protocols in regard to client confidentiality.

The following trainings are available from WATIS:

• How to access or book interpreting services.
• How to work with interpreters effectively.

Available online via http://www.watis.org.nz/booking/booking_search_user.php or contact us by phone

Available online via http://www.watis.org.nz/info/language.php

It would be more effective when working with an interpreter to make time for a short pre-briefing session, and also for a de-briefing session after the appointment time.

• Introduce yourself (your role).
• Identify a leader for the session (if more than one health professional).
• For face to face sessions, arrange an appropriate seating arrangement to facilitate the communication.
• Brief interpreter the purpose and objectives of the session.
• Obtain cultural background from the interpreter (if necessary or if you with to understand cultural etiquette).
• Establish mode of interpreting, consecutive or simultaneous.
• Brief on confidentiality protocol (this also includes not discussing client in the session).

• Introduce interpreter and explain your and their role to the client (include fact that everything said in the session will be interpreted i.e. no private discussions between parties during the session).
• Assure client that rule of confidentiality applies to both practitioner and interpreter.
• Establish ground rules of speaking through the interpreter (ie not to).
• For face to face sessions, maintain eye contact with your client (if appropriate) not with interpreter.
• Expect the interpreter to use the 1st person singular when interpreting.
• Direct questions/statements to the client or family not directly to the interpreter.
• Do not enter into direct conversation with the interpreter.
• Do not ask the interpreter for their opinion (only for cultural clarification).
• Pause at regular intervals for the interpreter to assimilate and interpret.
• Allow enough time for the interpreter to convey information (it may only take 3 words to explain but it may take more time for the interpreter to convey the information in their language.
• Use short sentences.
• Check with interpreter about any cultural contexts for information by patient (if necessary).

• Summarise session and discuss whether objectives where met (there may be language or cultural reasons if objectives were not met).
• Clarify diagnostic /treatment issues where necessary.
• Clarify any cultural issues, interpretation of words or concepts.
• For Onsite sessions, Interpreter will complete their Job Information Form for the staff to confirm start and finish times and to sign off.
• For Telephone sessions, Staff to confirm start and finish times with the Interpreter before ending the session. Staff to write start and finish times on Job Notification Form and fax back to WATIS at 09 486 8307 for billing purposes.

• A WATIS Interpreter must always be wearing the Waitemata DHB Identification Card.
• If an Interpreter is late or causes concern please notify WATIS immediately.
• A WATIS Interpreter must always have a WATIS Job Number that matches with the number assigned to requester on the fax.

24 hours 7 days.

Urgent bookings = Bookings requiring immediate response (for same day appointments).

1. Dial 09-442 3211
2. You will be asked the following information:
   - Your Access/Cost Centre Code.
   - Your surname, then first name; service/clinic name and phone number.
   - Service required (e.g. TINT, SINT, APC, TA).
   - Language required.
   - Start time of appointment.
   - Duration of appointment.
   - For SINT: Appointment Location.
   - Preferred interpreters: Gender/Name.
3. Fax a Job Request Form to WATIS 09-4868307 for documentation record.

Response: For TINT - please hold and you will be connected with an interpreter within 10 minutes or if you prefer WATIS could call you back within 10 minutes. For SINT/APC/TA - WATIS will call back to confirm.

Non-urgent bookings = Bookings for same day or future date appointments (not requiring immediate response).
You can fax a Job Request Form or if you have the online access:

1. Go to www.watis.org.nz
2. On the Left Bar on web-page, click "SIGN-IN".
3. Enter your email address and password.
4. Select/Click "MAKE BOOKING".
5. Complete the online booking form and click "SUBMIT".

Response: For Manual Bookings - a fax confirmation will be sent to you. For Online Bookings, an email confirmation will be sent to you before the appointment time or within specified time-frame noted in your booking form.

For enquiries/urgent changes to bookings: 09-442 3211 (x2211)
For non-urgent changes via web online: http://watis.org.nz
For feedback: 09-486 8920 ext 2102 or via web online http://watis.org.nz
Interpreting Service Provider: WDHB WATIS Interpreting Service
WATIS Fax: 09 486 8307