1. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 1© 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com © 2012 Language Line Services www.languageline.com “¡AY CARUMBA!” Understanding Language and Cultural Barriers on 911 Calls Manny Solis Western Regional APCO Conference May 2014

2. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 2 © 2012 Language Line Services www.languageline.com 2 Agenda  Quick Quiz Warm-up  Language Line Services Background  Interpreter Survey  Addressing Key Issues  Working Tips for Dispatchers  Q&A

3. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 3 Quick Quiz  What is the No. 1 sport in the US?  What is the No. 1 sport in the world?  How many languages are spoken in the world today?  What are the Top 10 languages in the world? a) 8,500 b) 6,800 c) 2,500

4. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 4 Quick Quiz  What are the Top 10 languages in the world?

5. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 5 LanguageLine Solutions Background  Created the telephone interpretation industry 30 years ago, specifically for public safety  >3 million emergency calls/year  Over 6,000 interpreters in 6 centers and remote offices  Support over 170 languages  Interpreters serve diverse customer base: PSAPs, banks, healthcare, insurance, utilities, retail, travel and other businesses

6. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 6 Interpreter Survey  LanguageLine Solutions interpreters are well positioned to assess communication success  Interpreter survey created to identify cultural issues with specific language groups, and offer suggested solutions  Over 40 languages represented in responses

7. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 7 Key Issues: #1 Problems with Address  Differences in alphabets  Ignorance of address/location  Literacy level of LEP caller  Concept of “address” to LEP callers  Interpreters not familiar with street names in your jurisdiction

8. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 8 Key Issues #1: Problems with Address  Interpreter Suggestions 1.If the dispatcher has address information, ask the interpreter to confirm it with the LEP caller. 2.Team up with interpreter to clarify data and work through available information. 3.Have LEP spell, rather than pronounce 4.Suggest finding a piece of mail 5.Use landmarks, descriptions to assist 6.Patience

9. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 9 Key Issue #2: Getting to the Point  Major cultural difference with English English is a very direct language English speakers may be very direct. Other languages and cultures take a different approach, even during emergencies.

10. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 10 Key Issue #2: Getting to the Point  Interpreter Suggestions 1.Ask the LEP to tell you “briefly” in 1 or 2 sentences 2.Instruct LEP at the beginning of the call: "Please, I know you are upset, but please try to be specific and brief with your answer.” 3.Explain that the speed of response depends on short, direct answers from the caller. 4.Ask “Yes” or “No” questions. 5.Patience. Indirect communication is a major cultural issue that must be worked through.

11. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 11 Key Issues: #3 Fear of Authorities  History from countries of origin– government oppression, police corruption, intimidation  Immediate immigration and deportation concerns from media and LEP community  Fears may slow down collection of critical information

12. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 12  Interpreter Suggestions 1.Explain to LEP callers beforehand the reason you need the background information. 2.Maintain friendly, helpful tone with LEP callers. 3.Be respectful of LEP caller Key Issues: #3 Fear of Authorities

13. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 13 Key Issues: #4 Language and Dialect  Regional dialects of major languages Spanish Arabic  LEP callers using “second languages” Russian (former USSR) French (former colonies) Burmese (2 nd language for 135 native languages)  Interpretation process complicated by accents, regional variations, LEP’s proficiency

14. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 14  Interpreter Suggestions 1.Trust interpreters skills 2.Maintain patience 3.Use simple language 4.Allow interpreter to clarify Key Issues: #4 Language and Dialect

15. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 15 Key Issues: #5 Knowledge of 911  911 service is a new concept to LEP caller  911 service in U.S. is different than home country  LEP callers not always aware of the need for precise information

16. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 16  Possible solutions Educate and remind LEP callers about 911. “This is a service for emergencies.” Explain why you are asking the specific questions: “We need your address in case…” Key Issues: #6 Knowledge of 911

17. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 17 Key Issues: #6 Families  “Children”  “Brothers” and “Sisters”  Surnames  Family Ties  Traditional roles of men and women

18. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 18 Key Issues: #6 Families  Possible solutions Recognize cultural dynamics at work Ask for clarification, when needed Patience

19. © 2013 LanguageLine Solutions Confidential and Proprietary www.LanguageLine.com 19 We help the world communicate, one person at a time. Q&A Manny Solis Strategic Account Executive Email: msolis@languageline.com Phone: 1-800-221-4207 www.LanguageLine.com