Language Assistance Services | Ministry of Business, Innovation & Employment

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href="/cross-government-functions/language-assistance-services/telephone-video-interpreting-service" class=" link" > Telephone/Video Interpreting Service </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service" class=" link" > Face to face interpreting service </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/translation-services" class=" link" > Translation services </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/new-standards-and-certification-requirements" class=" link" > New standards and accreditation requirements from 1 July 2024 </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/participating-agencies" class=" link" > Participating agencies </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/toolkits-and-resources" class=" link" > Toolkits and resources </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/the-guidelines-project" class=" link" > The guidelines project </a> </li> <li class="sidenav-top-item"> <a href="/cross-government-functions/language-assistance-services/becoming-a-translator-or-interpreter-for-government-agencies" class=" link" > Becoming a translator or interpreter for government agencies </a> </li> </ul> </li> </ul> </li> </ul> </div> </div> <div class="col-12 sm:12 md:col-12 md:push-0 lg:col-8 lg:push-1"> <div class="content-page content-page--sublanding" id="main"> <div class="hero-image-overlay"></div> <h1>Language Assistance Services</h1> <p class="page-intro">The Language Assistance Services (LAS) Programme was created to address language barriers in accessing public services and information. This initiative came about after reviews in 2015 and 2016 highlighted the need for improved interpreter and translation services in the public sector.</p> <div class="jumplink-content"> <h2 data-ignore>On this page</h2> <div id="jumplinks" class="jumplinks"></div> </div> <div class="content-area"> <div class="element mbie__elements__contentelement" id="e8966"> <div class="content-element"> <p style="line-height: 18.0pt;"><span style="mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; color: #414042;">The Language Assistance Services (LAS) Programme was established in 2017 to implement the recommendations of a comprehensive review of the provision of interpreting and other language assistance services across the public sector. The goal of the programme, which is co-led by MBIE and DIA, is to</span> <span style="mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; color: #414042;">ensure equal access to government-funded services for all New Zealanders, regardless of their English proficiency. This will be achieved by addressing the quality, quantity, and accessibility of language assistance services across the public sector.</span></p> </div> </div> <div class="element mbie__elements__documentelement" id="e8969"> <div class="documents-element"> <ul class="documents-list"> <li class="documents-list-item"> <a href="/dmsdocument/12344-fair-and-accessible-public-services-summary-report-on-the-use-of-interpreter-services-and-other-language-assistance-in-new-zealand"> <img width="15" src="/resources/themes/mbie/dist/img/document-teal.png?m=1732961667" alt="Document icon"> Fair and accessible public services: Summary report on the use of interpreter services and other language assistance in New Zealand [PDF 103KB] </a> </li> </ul> </div> </div> <div class="element mbie__elements__contentelement" id="e15437"> <div class="content-element"> <h2>About the programme</h2> <p>Language assistance services – such as interpreting and translation services – are critical to bridge communication gaps and ensure people with limited language skills can access public services and information. Interpreting and translation services are  particularly important for newly arrived refugees and migrants, some of whom may not have English language skills at a level where they can operate independently, settle quickly into New Zealand life and achieve self-sufficiency.</p> <p>Government agencies are working with the Ministry of Business, Innovation and Employment (MBIE) and the Department of Internal Affairs (DIA) on the comprehensive LAS work programme to transform the way in which New Zealand public sector agencies provide language assistance services to non-English speaking clients.</p> <h2>Problems being addressed</h2> <p>The programme was established to implement the recommendations of two reviews undertaken by MBIE and DIA in 2016 and 2015 respectively. These reviews found that while Government-funded interpreting and translation services are available in New Zealand, a number of barriers and gaps prevent equitable access to public services and information for people with limited English language proficiency.</p> <p>Examples include an inconsistent use of qualified practitioners, gaps in language assistance services availability outside business hours, and funding issues in relation to government contracted services.</p> <p>When language assistance services are not provided, or when these are inconsistent, or of a questionable quality, it can result in less effective public services, prolonged service involvement with increased costs for certain client groups, delays in the successful integration of former refugees and migrants, and compromised confidence in public services altogether.</p> <h2>The vision</h2> <p>The programme’s vision is to provide equitable access to public services and information for people with limited/no English language proficiency in New Zealand, such as former refugees and migrants.</p> <h3>Realising the vision</h3> <p>The LAS programme established a new, comprehensive framework to deliver high quality, consistent and coordinated language assistance services across Government. It comprises of three separate but interconnected projects.</p> <p>The Guidelines Project developed a cross-government operational policy, guidelines, and training resources to facilitate agencies’ adoption and implementation of the guidelines and the new standards.</p> <p><a href="/assets/language-assistance-services-operational-policy-for-new-zealand-public-sector-agencies-and-those-they-fund-2024.pdf">Language assistance services operational policy<span class="fileExt"> [PDF, 1.7 MB]</span></a></p> <p>The Procurement Project is in the process of establishing new service delivery models for key services to be provided across government, such as the new Telephone and Video Interpreting Service for the government and a panel of organisations who provide face to face interpreting and translation services across the public sector.</p> <p><a href="/cross-government-functions/language-assistance-services/telephone-video-interpreting-service">Telephone/Video Interpreting Service</a></p> <p><a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service">Face to Face Interpreting Service</a></p> <p><a href="/cross-government-functions/language-assistance-services/translation-services">Translation services</a></p> <p>The Standards Project identified and implemented a new standards and certification framework for language practitioners working in the public sector. The framework developed by the National Australian Authority for Translators and Interpreters (NAATI) was chosen in 2018 for adoption in New Zealand. From 1 July 2024, interpreters wishing to work in the public sector will need to be NAATI-credentialed under the NAATI Certification System or be working towards achieving their credential. </p> <p><a href="/cross-government-functions/language-assistance-services/new-standards-and-certification-requirements">New standards and certification requirements</a></p> <h2><a id="agencies-involved"></a>Agencies involved</h2> <p>While MBIE and DIA are co-leading the implementation of the programme, outcomes depend on input from many agencies. The programme shares the governance structure of the New Zealand Refugee Resettlement and Migrant Settlement and Integration Strategies.</p> <p>A cross-government inter-agency working group provides advice on the implementation of the work programme.</p> <p><a href="/cross-government-functions/language-assistance-services/participating-agencies">List of participating agencies</a></p> </div> </div> <div class="element mbie__elements__featuredlinkelement" id="e9077"> <div class="featured-link"> <div class="featured-link-content "> <h2> <span class="title">Subscribe to alerts</span> </h2> <p>Email <a href="mailto:las@mbie.govt.nz">las@mbie.govt.nz</a> to receive Language Assistance Services Newsletter updates or use the button below.</p><p><a href="mailto:las@mbie.govt.nz?subject=I%20would%20like%20to%20sign%20up%20to%20receive%20Language%20Assistance%20Services%20Newsletter%20updates"><span class="btn-primary">Subscribe</span></a></p> </div> </div> </div> <div class="element mbie__elements__childpageselement" id="e8996"> <div class="sublanding-child-element"> <h5>In this section</h5> <div class="sublanding-list"> <div class="sublanding-content child-list-present" > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/telephone-video-interpreting-service" class="arrow">Telephone/Video Interpreting Service</a> </h4> <p class="f5">Telephone/Video Interpreting Service for government agencies</p> <ul class="landing-child-navigation"> <li> <a href="/cross-government-functions/language-assistance-services/telephone-video-interpreting-service/how-to-use" class="link child-link">How to use the TIS/VIS</a> </li> <li> <a href="/cross-government-functions/language-assistance-services/telephone-video-interpreting-service/privacy-statement-telephone-video-interpreting-service" class="link child-link">Privacy statement for the Telephone/Video Interpreting Service</a> </li> </ul> </div> <div class="sublanding-content child-list-present" > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service" class="arrow">Face to face interpreting service </a> </h4> <p class="f5">MBIE has established a new national model for agencies to access face to face interpreting services more effectively and efficiently across New Zealand.</p> <ul class="landing-child-navigation"> <li> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service/language-groups" class="link child-link">Language groups</a> </li> <li> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service/community-languages-providers-by-location" class="link child-link">Community languages providers by location</a> </li> <li> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service/te-reo" class="link child-link">Te reo Māori providers by location</a> </li> <li> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service/nz-sign-language-by-location" class="link child-link">New Zealand Sign Language by location</a> </li> <li> <a href="/cross-government-functions/language-assistance-services/face-to-face-interpreting-service/list-of-community-languages" class="link child-link">List of community languages</a> </li> </ul> </div> <div class="sublanding-content " > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/translation-services" class="arrow">Translation services</a> </h4> <p class="f5">Find out who can assist with document translation.</p> </div> <div class="sublanding-content child-list-present" > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/new-standards-and-certification-requirements" class="arrow">New standards and accreditation requirements from 1 July 2024</a> </h4> <p class="f5">As part of the Language Assistance Services Programme a new standards and certification framework for language practitioners working across the public sector, the NAATI framework, will come into effect from 2024.</p> <ul class="landing-child-navigation"> <li> <a href="/cross-government-functions/language-assistance-services/new-standards-and-certification-requirements/feedback-report-proposed-interpreter-transition-support-package" class="link child-link">Feedback report: proposed interpreter transition support package</a> </li> </ul> </div> <div class="sublanding-content " > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/participating-agencies" class="arrow">Participating agencies</a> </h4> <p class="f5">New Zealand government agencies signed up to telephone and video interpreting, and the face to face interpreting panel.</p> </div> <div class="sublanding-content " > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/toolkits-and-resources" class="arrow">Toolkits and resources</a> </h4> <p class="f5">Guides and resources available for government agencies and communities regarding the Language Assistance Services programme.</p> </div> <div class="sublanding-content " > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/the-guidelines-project" class="arrow">The guidelines project</a> </h4> <p class="f5">The third component of the Language Assistance Services programme was the development of the cross-agency Language Assistance Services Operational Policy for New Zealand Public Sector Agencies and those they fund (2024) (‘the Guidelines’) to address barriers and improve quality, quantity, and accessibility, and support agencies who utilize language support in service delivery. </p> </div> <div class="sublanding-content " > <h4 class="landing-nav-title"> <a href="/cross-government-functions/language-assistance-services/becoming-a-translator-or-interpreter-for-government-agencies" class="arrow">Becoming a translator or interpreter for government agencies</a> </h4> <p class="f5">Find out how you can provide translation or interpreting support to the New Zealand Public Service.</p> </div> </div> </div> </div> </div> <div class="social-sharer social-sharer--mobile"> <div class="social-sharer-wrapper"> <a class="social-sharer-print" href="javascript:if(window.print)window.print()" aria-label="Print page"></a> <p>Share:</p> <div class="social-icons"> <a class="social-icon social-icon--email" href="mailto:?subject=Language Assistance Services&body=https%3A%2F%2Fwww.mbie.govt.nz%2Fcross-government-functions%2Flanguage-assistance-services" target="_self" aria-label="Send link via Email"></a> <a class="social-icon social-icon--facebook" 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