The Arthritis Foundation of Victoria (AFV) recognised the need to make its services accessible to a broad section of the community. Bi-lingual volunteers, such as such as telephone counsellor Claudia Caruana, provide information and support through the telephone service to members in languages other than English. A black and white version of this photo appears on page 8 of the 1993 Annual Report with the caption: "Bi-lingual volunteer telephone counsellor, Claudia Caruana, advises one of our many Italian speaking clients".Colour photo of a woman sitting at a desk, holding a telephone receiver to her ear. On the desk, there is an exercise book and two notepads, as well as a book titled 'Rheumatism'. On the wall beside her, there is some printed paper pinned to a noticeboard.[On a yellow sticky note, handwritten in blue ink] Mrs CLAUDIA CARUANA - bi-lingual volunteer answering calls from the Italian communityarthritis victoria, av, arthritis foundation of victoria, afv, claudia caruana, telephone counsellor, referral services, information services, member services, bilingual, culturally and linguistically diverse, cald, 1993