How can I be offered non-metro and Illegal Maritime Arrival work?
The TIS National Illegal Maritime Arrival (IMA) team maintain a list of interpreters available for non-metro and IMA work. If you indicated during your induction that you are interested in accepting these assignments, you will be added to this list.
Non-metro and IMA work offers depend on requests received from our clients and priority is given to the highest accredited available interpreter.
How do I cancel an assignment which I can now no longer complete?
You should only accept assignments you can commit to completing and only cancel an assignment for urgent matters. If you are no longer available to complete an assignment you have accepted, contact TIS National immediately.
If you need to cancel a pre-booked telephone assignment, contact the Pre-booked telephone interpreting team.
If you need to cancel an on-site assignment, contact the TIS Online Support team.
Alternatively you can contact your Interpreter liaison officer.
How do I confirm a phone interpreting assignment?
You do not need to confirm phone interpreting assignments. Phone interpreting assignments are automatically confirmed in TIS National’s systems.
A TIS National operator may call you to confirm an end time of an assignment where our system was unable to capture this information.
How do I confirm an on-site interpreting assignment?
Interpreters are required to confirm each interpreting assignment the day after it is completed.
If the assignment was completed within the scheduled time, you can easily confirm it through the Automated Telephone Interpreting Service (ATIS). If the assignment went for longer than the scheduled time, you need to send in your signed Service Delivery Form (SDF) to TIS National within 14 days of the assignment to ensure you are paid for the extra time you worked.
To confirm an on-site assignment using ATIS:
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Call 1800 880 178
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When prompted, enter your TIS National interpreter identification number then press the # key
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When prompted, enter your PIN number and press the # key
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The ATIS main menu will then advise you to:
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press 1 to change your availability
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press 2 to confirm an on-site SDF
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If you press 2 ATIS will state “you have X number of jobs scheduled within the last 14 days that require your confirmation”
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You will then be asked if each assignment finished within the scheduled booking time
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If the assignment finished within the scheduled booking time, press 1.
The assignment will be confirmed in our systems. You do not need to send the SDF to TIS National -
If the assignment finished after the scheduled booking time press 2.
The assignment will remain unconfirmed in our systems. You need to send the SDF for the assignment to TIS National to confirm the time you were working (this also applies for full day assignments)
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When you have confirmed all of our assignments, ATIS will state “there are no more jobs scheduled in the last 14 days that require your action”
How do I let TIS National know I am on holiday or unavailable to work?
If you are unavailable to accept work from TIS National, contact the Interpreter liaison team to provide them with the details of when you will be unavailable to accept work.
How do I log in to show that I am available to accept phone work?
You should use the Automated Telephone Interpreting Service (ATIS) to log in to indicate that you are available to accept phone interpreting work.
To log in to ATIS for phone interpreting:
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Call 1800 880 178
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When prompted, enter your interpreter identification number and PIN number
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The ATIS menu will advise you to:
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press 1 to change your availability
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press 2 to confirm an on-site SDF
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ATIS will state that you are currently “not available”. This means you are not logged-in
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Press 1 to change your availability (log-in)
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You will be asked to enter the time you want to finish work. Enter a time, using the 24 hour clock format then press the # key
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ATIS will confirm that you are available and the time you will be logged out of the system
How does TIS National allocate work?
TIS National allocates work using a digital list of interpreters who are logged in as available to accept work. The list is programmed to automatically give priority to the highest credentialed interpreter available, providing these interpreters with more work opportunities.
By offering work to the highest credentialed interpreter first, we are able to provide the best quality services to our clients.
To be offered as much work as possible from TIS National, ensure you log in as available using the ATIS system and consider gaining a higher level of National Accreditation Authority for Translators and Interpreters (NAATI) accreditation.
What should I do if I am lost or running late when going to an on-site assignment?
If you are lost, cannot find the site contact person, or you are running late for an on-site assignment, please contact our TIS Online Support team immediately by phone so we can notify the client.
What should I do if I have not been paid correctly?
If you have not been paid correctly, contact the interpreter pay enquiries line.
Interpreters are paid fortnightly on Thursdays. A detailed pay slip is emailed to interpreters each pay day.
Assignments must be confirmed in TIS National’s systems the Thursday before the next pay day to receive payment for an assignment.
Remember to maintain records of all of your job numbers and the length of the assignments so that you can compare these with details on your pay slips.
If there are any assignments you believe you have not been paid for, or underpaid for, please email a list of the job numbers and details of what you think may be incorrect to the Interpreter liaison team and we will investigate them for you.
When am I likely to be offered a lot of work?
Our peak demand hours are between 10 am and 5 pm Australian Eastern Standard Time (AEST), Monday to Thursday.
TIS National currently experiences lower demand for services between 8 am and 10 am (AEST) from Monday to Thursday and all day on Friday.
To be offered as much work as possible from TIS National, ensure you log in as available using the ATIS system during our peak demand times.
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