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Communicating and Working with Limited English Speakers

Communicating and Working with Limited English Speakers. AIRS Conference 2009 Reno, Nevada Presented by Patti Walls Language Line Services. Overview. Introduction Challenges for I & R Agencies Case Studies New York City Toronto Monterey County Conclusions. Introduction. Introduction.

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Communicating and Working with Limited English Speakers

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  1. Communicating and Working withLimited English Speakers AIRS Conference 2009 Reno, Nevada Presented by Patti Walls Language Line Services © 2009 Language Line Services

  2. Overview • Introduction • Challenges for I & R Agencies • Case Studies • New York City • Toronto • Monterey County • Conclusions © 2009 Language Line Services

  3. Introduction © 2009 Language Line Services

  4. Introduction Atlanta Olympic Games Over 25 years of innovation, in a changing world… TeleInterpreters joins the organization Malcolm Baldrige Award 9-1-1 Training Program LLS Court & Medical Certification 2008 1982 1989 1993 1994 1998 2000 2007 Founded by SJ Police Officer Strategic Business Unit of AT&T 1 Million Interpretations 10,000th Customer 2nd Redundant Site Rapid Connect Platform LA Riots Northridge Earthquake 9/11 & Aftermath Hurricanes Rita & Katrina Influx of Hispanic and Asian Population 2004 Florida Hurricane Season

  5. Challenges for I &R Agencies Budget • How can you maximize limited resources? Staffing • Can you recruit, train and hold great staff? Public Image • Could it be improved? Response Time • Are call handling times fast enough? Training • Is it ever over? What keeps YOU up at night? © 2009 Language Line Services 5

  6. Challenges for I &R Agencies Issues with providing service for LEP clients • Cost • Local language mix/needs • Availability of resources • Appropriateness of resources • Confidentiality • Liability Issues © 2009 Language Line Services

  7. Case Studies 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 © 2009 Language Line Services 7

  8. New York City © 2009 Language Line Services 8

  9. 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. © 2009 Language Line Services

  10. New York City Public Service Announcements for Radio and TV Created in four languages English, Korean, Mandarin, and Spanish. VIDEO © 2009 Language Line Services 10

  11. New York City Informational Brochures Created in five languages Bengali, English, Korean, Mandarin, and Spanish. © 2009 Language Line Services 11

  12. 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. © 2009 Language Line Services 12

  13. New York City Press Releases Created in three languages Korean Mandarin and Spanish, and were distributed to ethnic media outlets throughout the city. © 2009 Language Line Services 13

  14. New York 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% citywideand 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

  15. City of Toronto VIDEO © 2009 Language Line Services 15

  16. City of Toronto Press Conference City Councillor Chow and leaders of the combined public safety agencies stage media event highlighting transit shelter posters. © 2009 Language Line Services 16

  17. 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. © 2009 Language Line Services 17

  18. 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. © 2009 Language Line Services 18

  19. Monterey County 2-1-1 Launch © 2009 Language Line Services 19

  20. Monterey County 2-1-1 Launch Promotional Information Spanish language translations of posters, cards and bookmarks were distributed with the launch. © 2009 Language Line Services 20

  21. Monterey County 2-1-1 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 © 2009 Language Line Services 21

  22. Monterey County 2-1-1 Launch Results: • Spanish language call volume to 2-1-1 service leaps: Month before launch: 132 Month after launch: 426 • Spanish language calls to 2-1-1 include healthy volume from remote cities visited during launch day media tour. • Call volumes exceeded expectations of United Way Monterey County. © 2009 Language Line Services

  23. Case Studies: Common Success Factors • Community collaboration • Know your target audience • Appropriate media for each of your LEP touch points • Simple messaging translates best • Quantify-- Measure, measure, measure (before and after)

  24. 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 © 2009 Language Line Services

  25. Service Portfolio • Document Translation • Web Localization • Voice Talent • Multilingual Marketing Support • Bilingual Staff Training © 2009 Language Line Services

  26. Informational Resources http://news.newamericamedia.org/directory/ http://www.ethnologue.com/ http://www.languageline.com/

  27. Questions? PATRICIA WALLS Strategic Sales Executive Email: pwalls@languageline.com Phone: 1-800-731-6436 www.LanguageLine.com © 2009 Language Line Services 27

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