The CPUC TEAM Program Telecommunications Education and Assistance in Multiple-languages May 2014 California Public Utilities CommissionSelf-Help for the Elderly

State Law Dymally Alatorre Bilingual Services Act applies language requirements to the California Public Utilities Commission (CPUC). P.U. Codes 2890(b) and (a)(6) provide direction directly to telecommunication companies providing notices in languages other than English. California Civil Code, Business and Profession Code and Insurance Code mandate disclosures and actions related to contracts and offer consumer protections. TEAM Advances California Law and CPUC Orders

CPUC Consumer Protection Initiative Telecommunications market provides a large variety of choices and benefits for consumers, but can be confusing. Consumers who are not fluent in English are more vulnerable to fraud. Consumers who are new to the United States rely on and trust community organizations which speak their native language. TEAM Advances California Law and CPUC Orders

Goal: To provide in-language telecommunications education and assistance with disputes to consumers, who are non and limited English proficient. Outreach Over 4,700,000 Complaint Resolution Approximately 15,000 Education: Over 150, Present

TEAM MEMBERS 28 CBOs 41 Languages All Limited-English Speaking California Residents

SOME LANGUAGES WE SPEAK Arabic Armenian Bosnian Cambodian Cantonese Cebuano Dari Hmong Ilocano Japanese Khmer Korean Lao Mandarin Native American Pashto Persian Portuguese Russian Spanish Tagalog Urdu Vietnamese

Self-Help for the Elderly (SHE) Anni Chung Program Management Year 1: 30 CBOs (subcontractors) Year 2: 33 CBOs (subcontractors) California Public Utilities Commission (CPUC) The contract is managed by Self-Help for the Elderly (SHE). SHE coordinates a network of community based organizations (CBOs). Telecommunications carriers are actively involved in program.

Community Based Organizations Afghan Coalition, Fremont, Dari, Farsi, Pashto, Persian, Punjabi, Urdu Alliance for African Assistance San Diego, Arabic, Burmese, and more Asian-American Resource, San Bernardino - Vietnamese, Cambodian, Hmong, Spanish and more Asian Community Ctr, Sacramento Spanish, Cantonese, Mandarin, Hmong, Khmer, Lao Campaign for Social Justice, Tarzana Armenian, Russian, Ilocano, Dari, Pashto, Korean, Spanish, Urdu, Persian, Arabic Central Calif. Legal Service, Fresno Spanish, Hmong, Cambodian Casa Familiar San Yasidro, Spanish Centro La Familiar Advocacy Services- Fresno, Spanish Chinatown Service Cntr, Los Angeles Spanish, Cantonese, Mandarin Chinese Newcomers, San Francisco Cantonese, Mandarin Delhi Center, Santa Ana, Spanish El Concilio of San Mateo, Burlingame Spanish Ethiopian Community Services, San Jose, Amharic, Oromiffa, Tigrigna Fresno Center for New Americans Fresno: Hmong, Lao, Khmer

Community Based Organizations Intl. Institute of Los Angeles, Los Angeles - Spanish and Chinese Khmer Society of Fresno, Fresno Cambodian and Lao Koreatown Youth and Community Center, Los Angeles – Korean Lao Khmu Association, Stockton Lao, Khmer, Hmong, Vietnamese, Cambodian, Spanish, Chinese, and Tagalog Little Tokyo Service Center, Los Angeles, Japanese, Chinese, Korean, Spanish, Thai Madera Coalition, Madera, Spanish Pilipino Workers Center Los Angeles, Spanish and Tagalog Milestone Consulting, Tarzana Armenian, Russian, IIocano, Dari, Pashto, Korean, Spanish, Urdu, Persian, Arabic People’s CORE, Los Angeles Tagalog, Ilocano, and Cebuano Portuguese Community Ctr, San Jose Portuguese Southeast Asian Center, San Francisco Vietnamese, Chinese Self Help for the Elderly, San Francisco Cantonese, Mandarin, Vietnamese, Spanish, Russian Suscol Intertribal Council, Napa Native American, English Vietnamese Community of Orange County, Santa Ana - Vietnamese