Language Services Guidelines for Career Center Staff

1. LANGUAGE SERVICES GUIDELINES FOR CAREER CENTER STAFF Deval L. Patrick, Governor Timothy P. Murray, Lieutenant Governor Joanne F. Goldstein, Secretary George Moriarty, Director, DCS Judi L. Cicatiello, Director, DUA

2. Multilingual Services The Office of Multilingual Services strives to ensure meaningful access to all aspects of agency programs, services and activities for all Limited English Proficiency (LEP) customers by providing language expertise, support, and guidance. Multilingual Services coordinates translation and interpreter services for multiple languages, including American Sign Language (ASL). The Law requires that standard publications and important documents be translated into nine languages: Spanish, Portuguese, Haitian Creole, Chinese, Vietnamese, Russian, Khmer, Laotian and Italian.

3. Multilingual Services Unit The Multilingual Services Unit also facilitates communication between DUA staff, DCS staff, and Limited English Proficiency (LEP) customers by providing interpretation services as needed. The Unit comprises staff who speak: English, Spanish, Portuguese, Vietnamese, Cantonese, Mandarin, Cape Verdean Creole, French, and Egyptian Arabic.

4. Multilingual Services Unit Staff in need of assistance to communicate with Limited English Proficiency (LEP) customers can: • Contact the Multilingual Services Unit if the language needed is: Spanish, Portuguese, Vietnamese, Cantonese, Mandarin, Cape Verdean Creole, French, or Egyptian Arabic. • Contact the over-the-phone language line for assistance in other languages or when Multilingual Services Unit staff is not available. • For brief calls, contact a staff member on the Internal Volunteer Bilingual Staff list. You can find this list on the intranet at http://intranet.detma.org/multilingual under “For Career Centers.”

5. Multilingual Services Unit The Multilingual Services Unit office hours are: Monday to Friday 8:30 AM to 12:00 PM 1:00 PM to 4:00 PM. If a Multilingual Services Unit staff member is not available, please leave a message or, if immediate assistance is required, call the over-the-phone language line.

6. Multilingual Services Unit • Multilingual Services Unit Contact Information: • Andrea Berasaluce: • for Spanish, French, Egyptian Arabic • 617-626-5142 • aberasaluce@detma.org • Lillianna Leung: • for Cantonese, Mandarin, and Vietnamese • 617-626-5475 • lleung@detma.org • Nilton Monteiro: • for Portuguese, Cape Verdean Creole, and Spanish • 617-626-5476 • nmonteiro@detma.org

7. Over-the-Phone Language Line • CTS Languagelink is our external over-the-phone language line, providing interpreter services in over 240 languages. • Follow these steps when using CTS Languagelink: • If the customer is already on the phone, be sure to put the customer on conference before dialing the language line. • Call CTS Languagelink at 1-866-874-9048 • Give the operator the following information: • 1. The language in which services are needed • 2. The Agency Access Code: 566058 • 3. Location Access Code (listed on the next slide)

8. Over-the-Phone Language Line Be sure to provide the exact three digit Location Access Code

9. Over-the-Phone Language Line • You will be placed on hold while an interpreter is added to your call. Brief the interpreter on the nature of the call before including the customer on the conference call. • If you call the interpreter first, place them on conference before dialing the customer. Once you contact the customer, press conference again to reconnect the interpreter and start the conference call. • If you need a language line interpreter to leave a voicemail message for the customer, you will need to provide the customer name, phone number, and your message when you contact the language line. Stay on the line until the call is complete. The language line operator will engage the interpreter and place the call to the customer. If the call goes to voicemail, the interpreter will leave the message. If the customer should answer, proceed with the intended purpose of your contact. You can find these instructions using the link to the “Reference Card”on the Multilingual Services Intranet page at htt://intranet.detma.org/multilingual

10. Report of Usage When using the over-the-phone language line you must complete a “Report of Usage” which can be found at http://intranet.detma.org/multilingual • Complete and submit the Report of Usageimmediately following the call. The information submitted is for tracking purposes. • If you have any concern about the service, please note it in the comment section of the Report of Usage.

11. Conference Calls If you receive a call from an LEP customer… • Place the LEP customer on conference. Call the Multilingual Services Unit or the language line at 1-866-874-9048. • Once the interpreter is connected, press conference again and you will be on a 3-way conference call. • Speak clearly, in short sentences, and leave enough time for the interpreter to interpret. For brief calls, you can call a staff person listed on the Internal Volunteer Bilingual Staff list. DCS Staff Interpreter Limited English Speaker

12. Conference Calls If you need to contact an LEP customer… • Call the Multilingual Services Unit or the language line at 1-866-874-9048. • When the interpreter is connected, place the interpreter on conference. Call the customer, press the conference button again and you will be on a 3-way conference call. • If needed, a Multilingual Services Unit staff member can place the call for you within the U.S. or Canada. For brief calls, you can call a staff person listed on the Internal Volunteer Bilingual Staff list. DCS Staff Limited English Speaker Interpreter

13. Conference Calls If the LEP customer is at the Career Center… • If either you or the customer cannot identify the language needed, show the customer the Language Identification Flashcard to let him/her indicate the language needed. • Call the Multilingual Services Unit or the language line at 1-866-874-9048. • When the interpreter is connected, place the interpreter on speaker phone and start the conversation. For brief calls, you can call a staff person listed on the Internal Volunteer Bilingual Staff list. DCS Staff Limited English Speaker Interpreter

14. Language Identification Flashcard This Flashcard reads "I speak (language)." in 38 languages and can be used to identify the language spoken by LEP customers. You can find the link to the Language Identification Flashcard on the Multilingual Services Unit intranet page at http://intranet.detma.org/multilingualunder the menu heading:“I Speak Flashcard”

15. Tips Working with an Over-the-Phone Language Interpreter • Remember that over-the-phone interpretation is “consecutive” interpretation. This means there must be pauses while the interpreter repeats each statement in the respective language. • • Remember to speak in the first person just as you would if speaking directly to the customer (e.g. “What is your primary occupation? instead of, “Ask her what her primary occupation is?”). • You can find the “Tips for Working With an Interpreter " flyer on the Multilingual Services Unit intranet page.

16. American Sign Language Services Follow these guidelines when requesting an American Sign Language (ASL) interpreter from the Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH). Send an email to: Lynne Rose (Lynne.rose@state.ma.us), Lisa Bing (Lisa.bing@state.ma.us), or Adrienne Woumnm (Addrienne.woumnm@state.ma.us). Include the following information in your email: • Date service is needed • Start time • End time • Address where service will be provided • Name and phone number of the person to be contacted regarding the request. • Name(s) of the deaf or hard of hearing participant(s) • Any other pertinent information

17. American Sign Language Services • Remember to have the ASL interpreter fill out the American Sign Language Interpreter Form for Career Centers and to send their billing information directly to the Director of the Multilingual Services Unit by fax to 617-727-8705. • If you need to place a call to a customer with a hearing impairment, dial 711. This is therelay number for communication assistance with the hearing impaired customers. An operator will assist in your communication with the customer.

18. Multilingual Services Resources • The Multilingual Services Unit Intranet pages offer staff the following resources: • Language Services Guidelines • List of Community-Based Organizations • List of Internal Volunteer Bilingual Staff • Guidelines to request American Sign Language (ASL) Interpreters • Language Identification Flashcard “I Speak Cards” • Career Center Seminar videos in English, ASL, Spanish, and Portuguese • Career Center Power Point Presentation in 9 languages • Language Access Plan (LAP) http://intranet.detma.org/multilingual

19. Multilingual Services Resources • To access translated publications and documents, visit the Executive Office of Labor and Workforce Development website • http://www.mass.gov/lwd/eolwd/multilingual-information/

20. Contact Information Multilingual Services Unit Director: Marisa de la Paz: 617-626-5471 mdelapaz@detma.org Multilingual Unit Specialists: Andrea Berasaluce 617-626-5142 aberasaluce@detma.org Lillianna Leung 617-626-5475 lleung@detma.org Nilton Monteiro 617-626-5476 nmonteiro@detma.org

21. Obrigado Gracias Mesi Merci Grazie 谢谢 Khawp jai cảm ơn Spasibo Ar kun Thank you