Department Interpreter Services
To meet the needs of clients with Limited English Proficiency (LEP) or who communicate using American Sign Language (ASL), the Department has several means of assisting them, including:
- Telephone language interpreter services (Lionbridge);
- Bilingual case managers;
- Human Services Assistants (HSAs);
- Video Remote Interpreter (VRI) services; and
- Contracted in-person interpreter services, including ASL interpreters.
Telephone Interpreter Services
For in-person or over-the-phone communications with LEP clients, Department-contracted telephone language interpreters should be used. All TAO staff have direct access to phone language interpreters.
See: Accessing Telephonic Interpreters
Bilingual Case Managers and Human Services Assistants
Bilingual case managers are located in most TAOs. The Department also employs HSAs who act as interpreters for many high incidence languages. Each HSA is affiliated with a specific TAO. The list of HSAs for all TAOs is located on the DTA Online Intranet site.
See: TAO Front End Staff Procedures for Clients with LEP
Video Remote Interpreter Services
Clients with LEP or who communicate using ASL have the option to use VRI services offered through the Department’s contracted interpreter services vendor. All TAOs have a private interview space dedicated to VRI services, and all staff can access video interpreters for virtual meetings.
See: Video Interpreter Services Guidelines
In-Person Interpreter Services
Contracted organizations can provide in-person statewide interpreter services. However, as there is an up to 72-hour wait time for providing contracted interpreters, these services should be used when requested for scheduled face-to-face appointments and not relied upon to meet immediate needs. For ASL, the waiting period is approximately two weeks. Consider using the VRI system for same-day service.
Related Topics
Securing In-Person Interpreter Services for Scheduled Client Appointments
Guidelines for Providing Interpreter Services
Interpreter Services Policy and Procedures