Interpreting & Translation Services - LTC

Overview Insurance and Care NSW (icare) is seeking a provider to deliver professional interpreting and translation services across all icare schemes, including face-to-face, telephone, video and written translation support for participants, care planning and funding decisions. Purpose The goal of this procurement is to establish a single, high-quality and value-for-money Interpreting and Translation Services Agreement that enables icare to effectively support participants, service providers and stakeholders with diverse communication needs across all icare schemes. Objectives The Agreement aims to: Deliver professional interpreting and translation services across NSW and Australia Improve communication and accessibility for participants with limited English proficiency, hearing impairments or other communication needs Support informed decision-making and equitable access to icare services Ensure services are accurate, culturally appropriate, confidential and responsive to participant needs Provide services through face-to-face, telephone and online channels Support critical interactions including funding decisions, care planning, rehabilitation and medical discussions Consolidate existing arrangements into a single contract to improve consistency, service quality, administrative efficiency and cost management Ensure compliance with legislative, privacy, confidentiality and quality assurance requirements Scope The scope includes: Delivery of professional interpreting and translation services across all icare schemes to support communication between icare, participants, health professionals, service providers and other stakeholders On-demand and scheduled interpreting delivered face-to-face, by telephone and online, including after-hours support where required Interpreting support for funding decisions, care planning, rehabilitation, medical and allied health consultations, return-to-work discussions, participant reviews, assessments and form completion Translation of participant correspondence, funding and entitlement communications, forms, information sheets, brochures, care and rehabilitation documents, and other materials as required by icare Availability of services across metropolitan, regional and remote locations throughout Australia, including support for participants residing overseas via telephone and video interpreting Contractor Requirements Services must be accurate, confidential and responsive to participant needs, including cultural, religious, linguistic and gender considerations where reasonably practicable Maintenance of qualified and appropriately accredited interpreters and translators Quality assurance processes Booking and scheduling systems Reporting capabilities Compliance with applicable privacy, confidentiality and legislative requirements Enquiries Primary contact: Belinda Mckenzie, GGSicareprocurement@icare.nsw.gov.au