Communicating and Working with Limited English Speakers AIRS Conference 2010 Rochester, New York Presented by Patti Walls Language Line Services © 2010.

Communicating and Working withLimited English Speakers

AIRS Conference 2010

Rochester, New York

Presented by Patti Walls

Language Line Services

© 2010 Language Line Services 1

Overview

Introduction Challenges for I & R Agencies Case Studies

New York City Toronto Monterey County

Conclusions



Introduction

Founded by SJ Police Officer

Founded by SJ Police Officer

Strategic Business Unit of AT&T

Strategic Business Unit of AT&T

1 MillionInterpretations

1 MillionInterpretations

Malcolm Baldrige Award

Malcolm Baldrige Award

10,000thCustomer10,000thCustomer

9-1-1 TrainingProgram

9-1-1 TrainingProgram

2nd RedundantSite

2nd RedundantSite

LLS Court & Medical

Certification

LLS Court & Medical

Certification

Rapid Connect Platform

Rapid Connect Platform

Influx of Hispanic and Asian Population

LA Riots NorthridgeEarthquake

Atlanta Olympic Games

9/11 &Aftermath

2004 FloridaHurricane Season

Hurricanes Rita & Katrina

Over 25 years of innovation, in a changing world…

1982 1989 1993 1994 1998 2000 2007 2008

TeleInterpreters joins the

organization

TeleInterpreters joins the

organization

Introduction


Challenges for I &R Agencies

Public Image Could it be improved?

Staffing Can you recruit, train and hold great staff?

Budget How can you maximize limited resources?

Response Time Are call handling times fast enough?

Training Is it ever over?

What keeps YOU up at night?

6© 2009 Language Line Services

Issues with providing service for LEP clients

Cost Local language mix/needs Availability of resources Appropriateness of resources Confidentiality Liability Issues

Challenges for I &R Agencies

Three agencies demonstrate a range of best practices reaching out to limited English speaking communities to overcome very different challenges.

New York City combats domestic violence

City of Toronto raises profile of 9-1-1 services

Monterey County 2-1-1 Launch

Case Studies


New York City


New York City


Police Resource Guides

Created to help officers identify languages spoken.

On reverse side, domestic violence resource contact information is provided, allowing fast and efficient referrals for victims.

New York City


Public Service Announcements for Radio and TV

Created in four languages English, Korean, Mandarin, and Spanish.

VIDEO

New York City


Informational Brochures

Created in five languages Bengali, English, Korean, Mandarin, and Spanish.

New York City


Informational Posters

Created in 14 languages (Arabic, Bengali, Chinese, French, Greek, Haitian Creole, Hindi, Italian, Korean, Polish, Punjabi, Russian, Tagalog and Urdu). These were distributed throughout the community.

New York City


Press Releases

Created in three languages Korean Mandarin and Spanish, and were distributed to ethnic media outlets throughout the city.

Results:“In 2005, the Language Line Program, which was started in Queens, became a citywide initiative that equips police officers with special telephones that allow direct access to interpreters in more than 150 languages. Through these efforts, major domestic violence felony crime has decreased 20% citywide and family-related homicides have decreased 7% over the last five years.”New York City Mayor’s Office to Combat Domestic Violence, October 25, 2007

2006 INTERPRETER ACCESS

● Languages served: 46

● Interpreter Connect Time (average): 18.1 seconds

● Calls served: >2,500

New York City

City of Toronto


VIDEO

City of Toronto


Press Conference

City Councillor Chow and leaders of the combined public safety agencies stage media event highlighting transit shelter posters.

City of Toronto


Brochures and Decals

Promoted campaign through translations in 10 languages distributed to targeted areas of the city, and decals located on recycling bins.Images courtesy of Toronto EMS.

City of Toronto


Results:

Toronto achieves excellence in 9-1-1 emergency medical dispatch, due in part, to its language coverage.

Overall language access gained a higher profile citywide, leading to improvement of access to other vital services.

Public relations gain for Toronto, seen as very forward thinking and proactive in outreach efforts.





Promotional Information

Spanish language translations of posters, cards and bookmarks were distributed with the launch.



Launch Day

Local transit agency sponsored media bus tour to promote services in outlying communities.

Public Service Announcements

Spanish language public service announcements also launched on local Spanish-language radio and television

VIDEO



Results: Year One Results:

Projected call volume: 10,000 callsActual call volume: 13,000 calls

35% of calls from LEP callers (primarily Spanish)

Spanish language calls to 2-1-1 include healthy volume from remote cities visited during launch day media tour.

Overall, 2-1-1 proved to be an efficient way to increase awareness among callers of other programs for which they were eligible.

Community collaborationKnow your target audienceAppropriate media for each of your LEP touch

pointsSimple messaging translates bestQuantify-- Measure, measure, measure

(before and after)

Case Studies: Common Success Factors

Measuring Your ROI: Language Support

Meeting the language support need Language resource mix Language resource volume Language resource timing

Deploying variable cost support for variable language needs Overflow Off hours None core languages


Service Portfolio

Document Translation Web Localization Voice Talent Multilingual Marketing Support Bilingual Staff Training


http://news.newamericamedia.org/directory/

http://www.ethnologue.com/

http://www.languageline.com/

Informational Resources

http://news.newamericamedia.org/directory/

Questions?


PATRICIA WALLSStrategic Sales Executive

Email: [email protected]: 1-800-731-6436www.LanguageLine.com

mailto:[email protected]

Communicating and Working with Limited English Speakers AIRS Conference 2010 Rochester, New York Presented by Patti Walls Language Line Services © 2010.

Documents

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