Migration-induced diversity has led to the global emergence of multilingual life worlds in which language regimes are particularly intertwined with labour markets. Thus, state institutions such as national unemployment services must fulfil a special role in society. In a qualitative research project (2019–2021), we interviewed employees at the Austrian Public Employment Service (AMS) at multiple organisational levels. The results demonstrate diverging and (apparently) contradicting approaches and strategies throughout the organisation concerning the appropriateness of using German exclusively during interactions with clients. This is illustrated along a continuum, ranging from a reflective, critical approach towards linguistic diversity that is at least partly based on ideas promoting the value of multilingualism to frequently encountered notions of the need for monolingualism. Such a framework must be understood by considering the coexistence of diverging ideas and ideologies surrounding multilingualism, as well as a neoliberal working context characterised by new public management and activation policy.

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Within discourses on education and transnationalism, much importance has been given to language, both for the educational success of migrants and their transition into the labor market. Among the many perspectives on multilingualism, there is a growing body of research on language brokering. In contrast to professional interpreting, this is often associated with interpreting without formal qualifications or payment in mostly informal settings. However, language brokering is embedded in complex social structures, and students who interpret often act within complex power relations. In our article, we address experiences with education-related language brokering. While focusing on the perspectives of the students, we will address the roles they take during language brokering activities between different actors and the power relations they experience. Our data were collected as part of an ethnographic research project which aimed to explore the experiences of refugee students following their arrival in Austria and during the adjustment period in their new sociolinguistic and educational context. Empirically, the article is based on a data set of small stories and reflections about language brokering. The analysis was carried out through contrastive comparisons between different cases. The paper will conclude with suggestions on the introduction of critical language brokering practices and policies in educational institutions.

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