LANGUAGE ACCESS TRAINING FY 2019 Objectives Be familiar
LANGUAGE ACCESS TRAINING FY 2019
Objectives Be familiar with: 1. Demographics – The District’s Limited English Proficient and Non-English Proficient (LEP/NEP) community demographics (including U. S. born and foreign born) 2. Laws & Requirements – Laws governing language access & the OHR LA Program (compliance/enforcement) 3. Resources & Tools – How to find and use Language Access resources and tools
Introductions Please briefly share: �Your name �How are you communicating with foreign language speakers in your daily work? �Have you witnessed language barriers or experienced them before? What did you do? How did the situation resolve?
Stereotypes Stereotype: a rigid, oversimplified, often exaggerated belief that is applied both to an entire Visible Culture category of people and to each individual. Externally in it 10% Food Facial Expression Language Music and Dance Visual Arts Dress Literature Surface- Easy to See In community engagement, assumptions about a group can prove inaccurate or damaging. Remember to approach Rules each interaction with fresh eyes. Norms Gender Roles Beliefs Etiquette Thought Process Perceptions Learning Styles Assumptions Religion Values Raising Children Emotional Response Invisible Internal Culture 90% Deep-Difficult to See
1. DEMOGRAPHICS
Context: District of Columbia Population by Region of Birth Note: Being foreign-born does not necessarily indicate LEP/NEP. Many foreign-born residents are highly proficient in English. Context does help illustrate DC’s diversity. Latin America 43, 573 (42. 8%) Native 592, 112 (85. 3%) Foreign-Born 101, 860 (14. 7%) Asia 22, 067 (21. 7%) Africa, 15, 380 (15. 1%) Europe Northern 18, 262 (17. 9%) America 1, 971 (1. 9%) Oceania 607 (. 6%) Based on 2013 -17 American Community Survey (ACS) Data
The District’s Foreign-Born Population 19, 146 (21%) 16, 028 (18%) 9, 157 (10%) 18, 410 (20%) 2, 664 (3%) 16, 528 (18%) 7, 449 (8%) **Based on 2011 -2015 ACS Data (5 -year estimates) 2, 206 (2%)
District’s Foreign-Born Population - Africa Source: American Community Survey (ACS) Data 2011 -2015 ACS (5 -Year Estimates)
District’s Foreign-Born Population - Asia Source: American Community Survey (ACS) Data 2011 -2015 ACS (5 -Year Estimates)
District’s Foreign-Born Population – Latin America/Caribbean Source: American Community Survey (ACS) Data 2011 -2015 ACS (5 -Year Estimates)
Top languages Name at least 4 major languages spoken in the District (other than English)
The District is one of the most linguistically diverse cities in the nation Español አማርኛ 中文 Français Tiếng Việt 한국어 ﺍﻟﻌﺮﺑﻴﺔ Russian Kru Português Tagalog
2. LAWS AND REQUIREMENTS
The Law: DC Language Access Act of 2004 Enacted on April 21, 2004, the purpose of the Act is to provide greater access and participation in public services, programs, and activities for the District’s LEP/NEP constituents at a level equal to that of English proficient individuals. https: //dc. gov/publication/dc-language-access-act-2004 english
Definitions Covered Entities (§ 2 -1931 (2)) • Any District government agency, department, or program that furnishes information or renders services, programs, or activities directly to the public or contracts with other entities, either directly or indirectly, to conduct programs, services, or activities. The term "covered entity" shall not include the Advisory Neighborhood Commissions. • Includes agencies such as DC Health Benefit Exchange Authority and the DC Commission on the Arts & Humanities Covered Entities with Major Public Contact (§ 2 -1931 (3)(A)) • A covered entity whose primary responsibility consists of meeting, contracting, and dealing with the public • Includes agencies such as the DMV, DCPS, MPD, DDS The regulations provide interpretational guidelines for the law (Chapter 12).
What does the Act require? All Covered Entities (including Funded Entities): ● Collect data on primary languages spoken • Staff reports LEP/NEP encounters to their Language Access coordinator. ● Provide interpretation service • Any encounter in any language should be accommodated. Staff should know how to use Language Line, how to engage an in-person interpreter, and which bilingual staff members are available. ● Translate vital documents • Agencies should translate vital documents once language encounters reach 3% or 500. Staff should know what translated documents exist and what to do if a required document is not available. ● Train public contact staff
What does the Act require? In addition, for major public contact entities: ● Biennial Language Access Plan (BLAP) ● Every two years in consultation with OHR ● Baseline report provides snapshot of agency information ● Quarterly reports ● Used in Annual Report ● Perform outreach events 39 agencies: ABRA, CFSA, CSSD, DBH, DCRA, DCLB, DGS, DOC, DOES, DOEE, DOH, DHCD, DCHR, DHCF, DHS, DMV, DPR, DPW, DSLBD, DDS, DDOT, DCHA, DCOZ, DCOA, DCPL, DCPS, DYRS, FEMS, HSEMA, MPD, OAH, OCP, OHR, OPC, OTA, OTR, OSSE, OUC
OHR Language Access Program Established by the Language Access Act of 2004 to be housed at the Office of Human Rights (OHR) Staffed by a Director and Program Analyst Charged with coordination and oversight of district-wide implementation of the Language Access Act Consults with the Mayor’s Ethnic Constituency Offices and the Language Access Coalition OHR’s LA Program has 4 major responsibilities: i. iii. iv. Technical Assistance Compliance Monitoring Enforcement Outreach and Education
Language Access Complaints The Language Access Act provides for the filing of Formal and Informal Complaints by customers who are LEP/NEP. � LA complaints can be filed over the phone, via email, or online using a multilingual form. � Advocates can file third party complaints on behalf of an LEP/NEP individual. � OHR conducts a pre-investigation resolution process before assigning LA complaints for full investigation. � Complaint forms are available on OHR’s website in six (6) languages: http: //ohr. dc. gov/webform/language-accesspublic-complaint-form
3. LANGUAGE ACCESS RESOURCES
How to Use Language Line Agency 1. Employee 2. 3. 4. 5. Identify the customer’s language Dial Language Line Services State language needed Have ID and access code available When connected to interpreter, write down the agent ID# 6. Brief the interpreter on the nature of Interpreter the call 7. Add customer to the call or conversation 8. Speak directly to the customer, with pauses for interpretation 9. Close the call when Remember, interpretation is for any language, any done time. No 3% threshold. LEP Caller Language Line 1 -877 -245 -0386 DDS Code #511321
Language Identification Poster • Tailored for DC’s most common languages, it is available on the OHR website for easy download. • Should be present at all public facing locations. • Language Line also provides a similar poster. • Excellent tool to identify a speaker’s language. Language Line can also assist if you are unsure.
“I Speak” Cards Available in 10 languages: Amharic, Chinese, French, Korean, Spanish, Vietnamese, Arabic, Portuguese, Tagalog, Russian
Interpreter Waiver Form (in 6 languages) If a LEP/NEP customer refuses the interpretation or translation services you offer, the customer must sign this form in order to waive his/her rights to language assistance. The form should be made available in the language of the customer and confirm that the LEP/NEP customer is voluntarily waiving his or her right to free interpretation and/or translation services. You can read the form over Language Line if the language you need is not available.
Taglines (available in 6 languages) Version 1: “If you need help in your language, please call _______ for free interpreter assistance. ” Version 2: Translated documents should be available for languages that hit the 3% threshold. “This document contains important information. If you need help or have any questions about this notice, please call ________. Tell the customer service representative the language you speak so you can be provided with an interpreter at no cost to you. Thank you. ”
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Vendors ACSI, Translations Language. Line Solutions (LLS)
LA Information: Portal OHR has produced a series of tools at http: //ohr. dc. gov. Resources include: Vendor details & contact info Downloadable signage & forms Helpful guides for Language Line Best-practice references for data collection and reporting Policy templates Regulation text If you need to access a resource or document, you can ask OHR!
Reminders Dos and don’t‘s chart What to DO What to AVOID ü Do not ask someone to return on a day when bilingual staff are present. ü Avoid implying or stating that ü Call Language Line when asked, English must be spoken to not only if you determine need. receive service. ü Smile and demonstrate positive body language. ü Provide translated documents or documents with taglines. ü Speak slowly and clearly, but not louder. ü Expect longer conversations and work around cultural issues. ü Do not ask a friend or family member, especially a child, to interpret. ü Maintain a patient and calm ü Avoid asking the interpreter’s opinion, avoid using acronyms
Language Access Program Partners ● Mayor’s Office on Latino Affairs Ø (202) 671 -2825 | ola. dc. gov Mayor’s Office on Asian and Pacific Islander Affairs Ø (202) 727 -3120 | apia. dc. gov ● Mayor’s Office on African Affairs Ø (202) 727 -5634 | oaa. dc. gov ● DC Language Access Coalition Ø (202) 470 -6835 | dclaccoordinator@gmail. com
DC Office of Human Rights The DC Office of Human Rights (OHR) provides oversight, central coordination, and technical assistance to agencies in their implementation of the Act’s provisions. Rosa Carrillo Director, Language Access Program Priscilla Mendizábal Program Analyst, Language Access Program 441 4 th Street NW, Suite 570 North, Washington, DC 20001 Phone: (202) 727 -3942 TTY: (202) 727 -8673 Rosa. carrillo 3@dc. gov • priscilla. mendizabal@dc. gov http: //ohr. dc. gov/
Any Questions? Remember: Your primary resource for Language Access issues is your Language Access Coordinator at DDS: Grace Rupani 202 -549 -1710 Grace. Rupani@dc. gov
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