AY CARUMBA!” - NAPCO · © 2013 LanguageLine Solutions Confidential and Proprietary • © 2012 Language Line Services • . 2 . 2 . Agenda

© 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com 1 © 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com

© 2012 Language Line Services • www.languageline.com

“¡AY CARUMBA!” Understanding Language and Cultural Barriers on 911 Calls

Manny Solis Northern California APCO Membership Meeting April 2014

© 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com 2 © 2012 Language Line Services • www.languageline.com 2

Agenda

Quick Quiz Warm-up Language Line Services Background Interpreter Survey Addressing Key Issues Working Tips for Dispatchers Q&A

© 2013 LanguageLine Solutions Confidential and Proprietary • www.LanguageLine.com 3

Quick Quiz

What is the No. 1 sport in the US?

What is the No. 1 sport in the world?

How many languages are spoken in the world today?

What are the Top 10 languages in the world?

a) 8,500 b) 6,800 c) 2,500


Quick Quiz

What are the Top 10 languages in the world?


LanguageLine Solutions Background

Created the telephone interpretation industry 30 years ago, specifically for public safety

>3 million emergency calls/year Over 6,000 interpreters in 6 centers

and remote offices Support over 170 languages Interpreters serve diverse customer

base: PSAPs, banks, healthcare, insurance, utilities, retail, travel and other businesses


Interpreter Survey

LanguageLine Solutions interpreters are well positioned to assess communication success

Interpreter survey created to identify cultural issues with specific language groups, and offer suggested solutions

Over 40 languages represented in responses


Key Issues: #1 Problems with Address

Differences in alphabets Ignorance of address/location Literacy level of LEP caller Concept of “address” to LEP callers Interpreters not familiar with street

names in your jurisdiction


Key Issues #1: Problems with Address

Interpreter Suggestions 1. If the dispatcher has address information, ask the

interpreter to confirm it with the LEP caller. 2. Team up with interpreter to clarify data and work through

available information. 3. Have LEP spell, rather than pronounce 4. Suggest finding a piece of mail 5. Use landmarks, descriptions to assist 6. Patience


Key Issue #2: Getting to the Point

Major cultural difference with English

• English is a very direct language • English speakers may be very direct. • Other languages and cultures take a

different approach, even during emergencies.


Key Issue #2: Getting to the Point

Interpreter Suggestions 1. Ask the LEP to tell you “briefly” in 1 or 2 sentences 2. Instruct LEP at the beginning of the call: "Please, I

know you are upset, but please try to be specific and brief with your answer.”

3. Explain that the speed of response depends on short, direct answers from the caller.

4. Ask “Yes” or “No” questions. 5. Patience. Indirect communication is a major cultural

issue that must be worked through.


Key Issues: #3 Fear of Authorities

History from countries of origin– government oppression, police corruption, intimidation

Immediate immigration and deportation concerns from media and LEP community

Fears may slow down collection of critical information


Interpreter Suggestions 1. Explain to LEP callers beforehand the reason you

need the background information. 2. Maintain friendly, helpful tone with LEP callers. 3. Be respectful of LEP caller

Key Issues: #3 Fear of Authorities


Key Issues: #4 Language and Dialect

Regional dialects of major languages • Spanish • Arabic

LEP callers using “second languages” • Russian (former USSR) • French (former colonies) • Burmese (2nd language for 135 native

languages) Interpretation process complicated by

accents, regional variations, LEP’s proficiency


Interpreter Suggestions 1. Trust interpreters skills 2. Maintain patience 3. Use simple language 4. Allow interpreter to clarify

Key Issues: #4 Language and Dialect


Key Issues: #5 Knowledge of 911

911 service is a new concept to LEP caller 911 service in U.S. is

different than home country LEP callers not always

aware of the need for precise information


Possible solutions • Educate and remind LEP callers about 911.

“This is a service for emergencies.” • Explain why you are asking the specific questions:

“We need your address in case…”

Key Issues: #6 Knowledge of 911


Key Issues: #6 Families

“Children” “Brothers” and

“Sisters” Surnames Family Ties Traditional roles of

men and women


Key Issues: #6 Families

Possible solutions • Recognize cultural dynamics at work • Ask for clarification, when needed • Patience


We help the world communicate, one person at a time.

Q&A

Manny Solis Strategic Account Executive Email: [email protected] Phone: 1-800-221-4207 www.LanguageLine.com

AY CARUMBA!” - NAPCO · © 2013 LanguageLine Solutions Confidential and Proprietary • © 2012 Language Line Services • . 2 . 2 . Agenda

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