Language Assistance Services
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.
On this page
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 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.
Fair and accessible public services: Summary report on the use of interpreter services and other language assistance in New Zealand [PDF 103KB]
About the programme
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.
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.
Problems being addressed
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.
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.
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.
The vision
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.
Realising the vision
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.
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.
Language assistance services operational policy [PDF, 1.7 MB]
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.
Telephone/Video Interpreting Service
Face to Face Interpreting Service
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.
New standards and certification requirements
Agencies involved
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.
A cross-government inter-agency working group provides advice on the implementation of the work programme.
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In this section
Telephone/Video Interpreting Service
Telephone/Video Interpreting Service for government agencies
Face to face interpreting service
MBIE has established a new national model for agencies to access face to face interpreting services more effectively and efficiently across New Zealand.
Translation services
Find out who can assist with document translation.
New standards and accreditation requirements from 1 July 2024
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.
Participating agencies
New Zealand government agencies signed up to telephone and video interpreting, and the face to face interpreting panel.
Toolkits and resources
Guides and resources available for government agencies and communities regarding the Language Assistance Services programme.
The guidelines project
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.