Multilingual Services Unit: Language Access Support for Limited English Proficiency

1. LANGUAGE SERVICES GUIDELINES DUA STAFF 2/4/2015 Charlie Baker, Governor Ronald L. Walker, II, Secretary Michelle Amante, 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 is the central internal authority for language facilitation for EOLWD and its agencies. We coordinate all language facilitation including translation and interpretation services for multiple languages, and American Sign Language (ASL). The Mass State Law requires that UI notices be issued in Spanish, Portuguese, Haitian Creole, Chinese, Vietnamese, Russian, Khmer, Laotian, Italian, Korean, French, Arabic and any other language that is the primary language of the lesser of 10,000 people or 0.5% of total state population according to G.L.c 151A, § 62A.

3. Multilingual Services Unit The Multilingual Services Unit facilitates communication between EOLWD staff, and Limited English Proficiency (LEP) customers by providing interpretation and translation services as needed. The Unit is comprised of 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 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. You can find this information on our intranet at http://intranet.detma.org/multilingual under “For Call 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 Lilianna Leung: for Cantonese, Mandarin, and Vietnamese 617-626-5475 lleung@detma.org Vitalina Lopes: for Portuguese, Cape Verdean Creole, and Spanish 617-626-5476 Vitalina.lopes@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 1-888-898-7621 • Give the operator the following information: 1. The language needed 2. The Agency Access Code: 9720 3. Location Access Code (listed below) Call Centers assigned numbers Springfield = 50 Boston = 51 Brockton = 52Lawrence = 53

8. Over-the-Phone Language Line If you need the interpreter to leave a voicemail message for the customer, • you will need to provide the interpreter with the customer name, phone number, and your message. • stay on the line while the interpreter is leaving the voicemail message and until the call is complete. • 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 http://intranet.detma.org/multilingual

9. Report of Usage When using the over-the-phone language line you must complete a “Report of Usage”, 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.

10. 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 1-888-898-7621. • 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. DUA Staff Limited English Speaker Interpreter

11. Conference Calls If you need to contact an LEP customer… • Call the Multilingual Services Unit or the language line at 1-888-898-7621. • 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

12. How to Say, “One Moment Please” in Eighteen Common Languages

13. 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.

14. American Sign Language Services • 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. • If you receive a phone call from a Deaf customer through the relay operator conduct the interview as you would with hearing customer.

15. Claimant Language Data (July 2013 – June 2014)

16. UI Online

17. UI Online

18. INTRANET

19. INTRANET • The Multilingual Services Unit Intranet pages offer DUA staff the following resources: • For Call Centers • Language Services Guidelines for DUA Call Centers • List of volunteer DCS and Career Center bilingual staff • Over-the-phone language services • List of Community-Based Organizations • Guidelines to request American Sign Language (ASL) Interpreters • Language Access Plan (LAP) • For Hearings • Over-the-phone language services guidelines • Information on Interpreter Services • Interpreter Timesheet & Follow-up forms http://intranet.detma.org/multilingual

20. EOLWD WEBSITE To access translated publications and documents, visit EOLWD website http://www.mass.gov/lwd/eolwd/multilingual-information/

21. Español Português Kreyol 中文 Ngôn Ngự Việt Nam Бeзpaбoтицa Italiano ພາສາລາວ ភាសាខ្មែរ Kriolu di Kabo Verdi اللغةالعربية Français 한국어

22. Multilingual Web Page Bienvenido a la Oficina de Servicios Multilingües (Office of Multilingual Services) de la Oficina Ejecutiva de Trabajo y Desarrollo Laboral (Executive Office of Labor & Workforce Development), EOLWD por sus siglas en inglés. Proporcionamos servicios de idioma para asistir a los clientes con un nivel limitado de inglés para permitir su acceso a varios programas y servicios de EOLWD. En esta página se presenta una introducción a cada departamento de EOLWD junto con formularios y publicaciones disponibles para bajar/descargar en 12 idiomas: español, portugués, criollo haitiano, chino, vietnamita, ruso, camboyano, laosiano, italiano, francés, koreano y árabe. La información sobre Compensación por Riesgo Laboral (Worker’s Compensation) también está disponible en criollo caboverdiano. Español Información para solicitantes del Seguro de Desempleo Información para buscadores de empleo Información sobre la Indemnización por Accidentes de Trabajo Información sobre la Seguridad Ocupacional

23. Multilingual Web Page Información para solicitantes del Seguro de Desempleo The Department of Unemployment Assistance (El Departamento de Asistencia al Desempleado, DUA por sus siglas en inglés) DUA administra el Seguro de Desempleo (Unemployment Insurance), proporcionando asistencia temporal a los trabajadores en Massachusetts que estén desempleados sin ser culpa suya y que a la vez puedan trabajar, estén disponibles para trabajar, y estén buscando empleo. Los fondos quefinancian los beneficios del Seguro de Desempleo vienen de contribuciones trimestrales pagadas por los empleadores en Massachusetts; no se hacen deducciones de los sueldos de los trabajadores. • Bienvenido a UI Online • Programa de Oportunidades de Capacitación/Seccion 30 • Cómo se determinan las prestaciones del seguro de desempleo • Participación en WorkSharing: Lo que debemos saber Una guía para los trabajadores de Massachusetts • Cómo reclamar sus beneficios del Seguro de Desempleo • Información sobre la Cobertura del Seguro de Desempleo para los Empleados • Programas de Asistencia para los Residentes de Massachusetts • Guía de los beneficios de desempleo y servicios de empleo • Diario de las actividades de su búsqueda de trabajo • Su guía del proceso de apelaciones del seguro de desempleo • Información importante sobre apelaciones • Solicitar los Pagos de Beneficios del Seguro de Desempleo utilizando TeleCert

24. DUA Multilingual Web Page Multilingual UI Online and Debit Card Information

25. Multilingual Web Page

26. Contact Information Office of Multilingual Services Director Marisa de la Paz 617-626-5471 mdelapaz@detma.org

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