Language Access on a Shoestring Budget: Making Your Program Accessible

1. Language Access on a Shoestring Budget: Making Your Program Accessible Building Bridges through Language Access Advocacy and Collaboration April 4, 2014 -- Presenters: Rodrigo Monterrey, Department of Public Health Diane M. Randolph, Office for Refugees and Immigrants Moriah Nelson, Volunteer Lawyers Project

2. Agenda: • Language Access historical briefing • Language Access as part of “CLAS” • How Language Access works • Case Study of Language Access Implementation: VLP

3. Part I Culturally and Linguistically Appropriate Services (CLAS)

4. History of Language AccessFederal Agencies Executive Order #1366 (2000) "Improving Access to Services for Persons with Limited English Proficiency." - Required Federal agencies (and those receiving federal $) to ID services and implement system -Use of a specific approach to determining when to provide LA -Unfunded mandate

5. History of Language AccessState and Local Agencies State and Local Agencies (MA): • Emergency Room Interpreter Law (2000) • Chapter 151B of the General Laws, & Executive Order 478/ Administrative Bulletin #16 (2010). • Follows similar suit to the implementation of the national LA standards • Review of resources, analysis of populations, and development of agency-specific language access plans

6. Language Access in MA • Post implementation/present= • Competency a key element of interpreters • HBIS • Training and Interpreter Credentialing • Language access planning ERIL (2000) Before implementation= “the land before time” • Use of kids, parents, family members • Use of other easily accessible bilingual persons

7. Language Access as part of CLAS • What is “CLAS”? • Are you doing CLAS? • How does Language Access fit into CLAS?

8. CLAS • Culturally and Linguistically Appropriate Services • 15 standards for service delivery • A framework for continuous quality improvement • Goal? To reduce health disparities • How? By creating culturally-competent systems of care

9. The Standards (handout 1) Over-arching principle: #1 Governance, Leadership, Workforce: #2-4 Communication and Language Assistance: #5-8 Engagement, Continuous Improvement and Accountability: #9-15

10. The Framework (handout 2) • 3 Parts: • Leadership • Accountability • Improvement

11. Language Access as part of CLAS Review: • What is “CLAS”? • Are you doing CLAS? • How does Language Access fit into CLAS?

12. Part II Ensuring Language Access: Steps to Developing and Implementing a Language Access Plan

13. Goals I hope you’re able to close this section with an increased understanding of: • Language Access (what it is/isn’t) • Developing a Language Access Plan • Making it happen super cheap • Making it super understandable.

14. Key Terms

15. Steps

16. Plan • Determine who will work on the LAP. • Review your mission/vision, envision how ensuring language access fits into what you do. • Review your organizational chart for areas where language access makes sense. • Ensure representation in plan development includes individuals from those areas and clients (if possible). • Give yourself an end-date.

17. Research: Assess and Evaluate Conduct a Four Factor Analysis: 1. Proportion and number of LEP. ($) 2. Frequency of contact. ($) 3. Nature and Importance of Services Delivered. ($) 4. Resources. ($$)

18. Share (that hidden step) As you conduct your research, meet regularly with your LA planning group. • Share your findings. • Discuss what your priority areas are, budget and resources. • Draft a plan that incorporates these items. • Have a keeper of the minutes, notes and plan (LAC). • Come up with a naming convention.

19. Develop • Purpose of the LAP • Mission/Vision • Populations Served/Populations within your catchment • Service Provisions of the LAP • Implementation • Complaint Procedure • Signature(s): Executive and LAC

20. Deliver • When your plan is near final, shop it around. • Receive feedback and refine if appropriate. • Create a viable implementation plan. • Training • Informing • Revision Timeline • Accessibility

21. Part III – Case Study: Language Access Implementation Volunteer Lawyers Project of the Boston Bar Association

22. Court Clinics Intake Referrals Special Projects VLP staff meets with client to assess case for referral or provide brief assistance Referral Coordinator Volunteer Attorney LEP Client Interpreter VLP Case Flowchart • Training • Mentoring • Technical Assistance

23. Ensuring that LEP clients have same opportunity to get pro bono services as English speaking clients? Organization Priority VLP LEP Working Group Assessment Policy, Plan & Procedures Interpreters & Translators Document Translation Training

24. 1. Organization Priority • Commitment to serving LEP clients • VLP only pro bono program in MA that provides and pays for qualified interpreters in every case • Title VI is an unfunded mandate • Operating cost – like the light bill • Line item for language services in budget • Include in all grant proposals and apply for grants specifically for language access work • Use data (in online materials) to show why it matters • Hire qualified bilingual staff

25. 2. VLP LEP Working Group • Executive Director support • Formed in 2011 • Participation from all levels of organization • Everyone has a role/job, report back at monthly

26. 3. Assessment • What are we already doing well? • What resources do we already have? • Where are the gaps in service? • Then…go after “low hanging fruit”

27. 4. Policy, Plan & Procedures • VLP Language Access Plan & Protocol • Working document • Reviewed annually by LEP Working Group • Tools: • DOJ Assessment & Planning Tool for Federally Assisted Programs • Making Your Program Accessible (Handout)

28. 5. Interpreters & Translators • List of interpreters and translators • Easily accessible by all staff • Updated annually by volunteers and recruit needed languages • List qualifications & skills (translation vs. interpretation) • Quality Control • Application/Initial Screening • Meeting/Interview with Referral Coordinator • Interpreter Protocol & Code of Ethics (2006) • Negotiated lower rate for phone interpreter and video remote interpreter services

29. 6. Document Translation • Write in Plain Language! • Pro Bono Translation – (LSI Foundation) • Translated Document Bank • Easily accessible to staff • I.e. informational materials for clients, retainers, letter templates, etc. • Volunteer translators • Always have multiple people review • Pay for proofreading – less expensive

30. 7. Training • Build in-house training capacity – FREE • Online training resources - FREE • Partner with agencies, courts or orgs – FREE to low cost • LEP Training for all New Hires in Orientation • Annual Staff Training • Working with an Interpreter, Language Access Plan & Protocol and Language Access Issues in Case Handling • Interpreter Skills Building Training • Bilingual Staff and Privately Contracted Interpreters • Working w/ Interpreter & Representing a LEP Client • Volunteer Attorneys & Law Students

31. www.MassLegalServices.org

32. www.MassLegalHelp.org

33. Mongomery County, Marylandwww.montgomerycountymd.gov/LEP/

34. Resources • www.lep.gov • N-LAAN Listserv – www.probono.net/nlaan • N-LAAN List of State Language Access Groups • www.masslegalservices.org/languageaccess

35. Resources • State Specific Language Access Policies/Plans: http://www.migrationinformation.org/integration/language_portal/doc4.cfm • How to work with an interpreter (video): http://www.health.medicbd.com/library/video_play/cX_krmqsWJ0/10_Tips_for_Working_with_Language_Interpreters

36. Resources (cont) • www.Mass.gov to search for Language Access Plans to view language access plans developed by MA State Agencies • Telephonic Interpreters: www.languageline.com, www.ctslanguagelink.com, www.pacificinterpreters.com, www.callopi.com

37. Questions? Contact Information: • Rodrigo Monterrey Department of Public Health rodrigo.monterrey@state.ma.us • Diane M. Randolph Office for Refugees and Immigrants diane.m.randolph@state.ma.us • Moriah Nelson Volunteer Lawyers Project mnelson@vlpnet.org