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Communicating and Working with Limited English Speakers AIRS Conference 2010 Rochester, New York Presented by Patti Walls Language Line Services © 2010.

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Presentation on theme: "Communicating and Working with Limited English Speakers AIRS Conference 2010 Rochester, New York Presented by Patti Walls Language Line Services © 2010."— Presentation transcript:

1 Communicating and Working with Limited English Speakers AIRS Conference 2010 Rochester, New York Presented by Patti Walls Language Line Services © 2010 Language Line Services1

2 Overview Introduction Challenges for I & R Agencies Case Studies New York City Toronto Monterey County Conclusions © 2009 Language Line Services2

3 3 Introduction

4 Founded by SJ Police Officer Founded by SJ Police Officer Strategic Business Unit of AT&T 1 Million Interpretations 1 Million Interpretations Malcolm Baldrige Award Malcolm Baldrige Award 10,000th Customer 10,000th Customer Training Program Training Program 2 nd Redundant Site 2 nd Redundant Site LLS Court & Medical Certification LLS Court & Medical Certification Rapid Connect Platform Influx of Hispanic and Asian Population Influx of Hispanic and Asian Population LA Riots Northridge Earthquake Northridge Earthquake Atlanta Olympic Games 9/11 & Aftermath 9/11 & Aftermath 2004 Florida Hurricane Season 2004 Florida Hurricane Season Hurricanes Rita & Katrina Over 25 years of innovation, in a changing world… TeleInterpreters joins the organization Introduction

5 © 2009 Language Line Services5 Challenges for I &R Agencies Public Image Could it be improved? Staffing Can you recruit, train and hold great staff? Budget How can you maximize limited resources? Response Time Are call handling times fast enough? Training Is it ever over? What keeps YOU up at night?

6 6© 2009 Language Line Services Issues with providing service for LEP clients Cost Local language mix/needs Availability of resources Appropriateness of resources Confidentiality Liability Issues Challenges for I &R Agencies

7 Three agencies demonstrate a range of best practices reaching out to limited English speaking communities to overcome very different challenges. New York City combats domestic violence City of Toronto raises profile of services Monterey County Launch Case Studies © 2009 Language Line Services7

8 New York City © 2009 Language Line Services8

9 New York City © 2009 Language Line Services9 Police Resource Guides Created to help officers identify languages spoken. On reverse side, domestic violence resource contact information is provided, allowing fast and efficient referrals for victims.

10 New York City © 2009 Language Line Services10 Public Service Announcements for Radio and TV Created in four languages English, Korean, Mandarin, and Spanish. VIDEO

11 New York City © 2009 Language Line Services11 Informational Brochures Created in five languages Bengali, English, Korean, Mandarin, and Spanish.

12 New York City © 2009 Language Line Services12 Informational Posters Created in 14 languages (Arabic, Bengali, Chinese, French, Greek, Haitian Creole, Hindi, Italian, Korean, Polish, Punjabi, Russian, Tagalog and Urdu). These were distributed throughout the community.

13 New York City © 2009 Language Line Services13 Press Releases Created in three languages Korean Mandarin and Spanish, and were distributed to ethnic media outlets throughout the city.

14 Results: In 2005, the Language Line Program, which was started in Queens, became a citywide initiative that equips police officers with special telephones that allow direct access to interpreters in more than 150 languages. Through these efforts, major domestic violence felony crime has decreased 20% citywide and family-related homicides have decreased 7% over the last five years. New York City Mayors Office to Combat Domestic Violence, October 25, INTERPRETER ACCESS Languages served: 46 Interpreter Connect Time (average): 18.1 seconds Calls served: >2,500 New York City

15 City of Toronto © 2009 Language Line Services15 VIDEO

16 City of Toronto © 2009 Language Line Services16 Press Conference City Councillor Chow and leaders of the combined public safety agencies stage media event highlighting transit shelter posters.

17 City of Toronto © 2009 Language Line Services17 Brochures and Decals Promoted campaign through translations in 10 languages distributed to targeted areas of the city, and decals located on recycling bins. Images courtesy of Toronto EMS.

18 City of Toronto © 2009 Language Line Services18 Results: Toronto achieves excellence in emergency medical dispatch, due in part, to its language coverage. Overall language access gained a higher profile citywide, leading to improvement of access to other vital services. Public relations gain for Toronto, seen as very forward thinking and proactive in outreach efforts.

19 Monterey County Launch © 2009 Language Line Services19

20 Monterey County Launch © 2009 Language Line Services20 Promotional Information Spanish language translations of posters, cards and bookmarks were distributed with the launch.

21 Monterey County Launch © 2009 Language Line Services21 Launch Day Local transit agency sponsored media bus tour to promote services in outlying communities. Public Service Announcements Spanish language public service announcements also launched on local Spanish-language radio and television VIDEO

22 Monterey County Launch © 2009 Language Line Services22 Results: Year One Results: Projected call volume: 10,000 calls Actual call volume: 13,000 calls 35% of calls from LEP callers (primarily Spanish) Spanish language calls to include healthy volume from remote cities visited during launch day media tour. Overall, proved to be an efficient way to increase awareness among callers of other programs for which they were eligible.

23 Community collaboration Know your target audience Appropriate media for each of your LEP touch points Simple messaging translates best Quantify-- Measure, measure, measure (before and after) Case Studies: Common Success Factors

24 Measuring Your ROI: Language Support Meeting the language support need Language resource mix Language resource volume Language resource timing Deploying variable cost support for variable language needs Overflow Off hours None core languages 24© 2009 Language Line Services

25 Service Portfolio Document Translation Web Localization Voice Talent Multilingual Marketing Support Bilingual Staff Training 25© 2009 Language Line Services

26 Informational Resources

27 Questions? © 2009 Language Line Services27 PATRICIA WALLS Strategic Sales Executive Phone:


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