On Site Document ASL and OPI Support Language Services

The Vendor is required to provider of comprehensive language access services that support the County’s commitment to equity, inclusion, and accessibility.
- Provide professional services in the following areas:
•    On-site interpretation for real-time communication across County departments
•    Document translation for written materials, forms, and public-facing communications
•    American Sign Language (ASL) interpretation to ensure accessibility for Deaf and hard-of-hearing individuals
•    Over-the-phone interpretation (OPI) for remote, on-demand language support
- Objectives:
•    Enhance language accessibility provide timely and accurate interpretation and translation services across county departments to support residents who are limited English proficient (LEP).
•    Ensure ADA compliance and inclusive communication expand access to services for individuals with disabilities by incorporating American Sign Language (ASL) interpretation and other ADA compliant communication supports, such as captioning, tactile interpretation, and alternative document formats.
•    Promote cultural competence and sensitivity engage vendors who provide cultural adaptation by demonstrating an understanding of cultural nuances and delivering services with professionalism, empathy, and respect for diverse communities.
•    Support operational efficiency establish a reliable, scalable, and responsive vendor network capable of meeting the county’s evolving language service needs, including urgent and scheduled requests for in-person, telephonic, and document-based services.
•    Maintain quality and confidentiality ensure all services meet high standards for linguistic accuracy and localization, confidentiality, and ethical conduct, especially in sensitive or legally significant contexts.
•    Foster community trust and engagement strengthen public confidence in county services by removing communication barriers and enabling meaningful participation in civic, health, legal, and social programs.
- On-Site Interpretation Services
•    Provide real-time, face-to-face interpretation for county departments in settings such as:
•    Private professional offices
•    Healthcare and behavioral health facilities
•    Correctional facilities (must pass department background check in order to gain entry to facility)
•    Community settings
•    Applicant/client places of residence throughout the county
•    Emergency response situations
•    Locations outside county, upon request by the county
•    Language assistance must facilitate accurate, effective, and culturally appropriate communication between county representatives and LEP individuals.
•    Provide interpretation services in County’s top spoken languages and scale to meet emerging needs.
•    At a minimum, services must be available in: Arabic, Armenian, Bosnian, Burmese, Cambodian (Khmer), Cantonese, Dari, Farsi, Fijian, French, Hindi, Hmong, Ilocano, Japanese, Korean, Krio (Creole), Laotian, Mandarin, Marshallese, Mien, Mongolian, Nepali, Pashto, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Spanish, Swahili, Tagalog, Thai, Ukrainian, Urdu, Vietnamese, Yue Chinese.
•    Interpreters must demonstrate fluency in both English and the target language, including the ability to understand and convey meaning accurately across dialects, cultural contexts, and nonverbal communication cues. Reading and writing proficiency may be required depending on the setting.
•    In medical settings, interpreters must:
o    Be trained in healthcare interpretation
o    Demonstrate extensive knowledge of medical terminology
o    Accurately and completely render communication
•    In mental and behavioral health settings, interpreters must:
o    Be trained in behavioral health interpretation
o    Demonstrate knowledge of relevant terminology
o    Accurately and completely render communication
•    Provide services across all designated settings, including healthcare, behavioral health, correctional, social service, and residential environments.
•    Interpretation services must be available during normal business hours, evenings, weekends, and on short notice (less than 24 hours), as requested by County staff.
•    Must supply portable transmitters and listening devices to ensure accessibility for multiple attendees and multiple languages.
•    Ability to perform word-for-word, simultaneous, summary, consecutive, and cultural interpretation formats
- Document Translation Services
•    Provide translation services in County’s top spoken languages and scale to meet emerging needs.
•    At a minimum, services must be available in: Arabic, Armenian, Bosnian, Burmese, Cambodian (Khmer), Cantonese, Chinese traditional (written), Dari, Farsi, Fijian, French, Hindi, Hmong, Ilocano, Japanese, Korean, Krio (Creole), Laotian, Mandarin, Marshallese, Mien, Mongolian, Nepali, Pashto, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Spanish, Swahili, Tagalog, Thai, Ukrainian, Urdu, Vietnamese, Yue Chinese.
•    Must maintain capacity to provide translation in emerging and rare languages as needed.
•    Translators must be fluent in English and the target language, with demonstrated understanding of local dialects, literacy levels, and cultural context.
•    Mental and behavioral health documents and client correspondence must:
o    Be written at a 5th-grade reading level or lower
o    Be field-tested with County consumers
o    Incorporate corrections based on field test feedback
•    Medical document translation must be performed by translators who:
o    Are trained in healthcare translation
o    Have extensive knowledge of medical terminology
o    Can accurately and completely render meaning across languages
•    Behavioral health translation must be performed by translators who:
o    Are trained in mental health translation protocols
o    Have deep familiarity with behavioral health terminology
o    Can ensure linguistic and cultural accuracy
•    Provide translation services on short notice when required.
•    Ensure professional and proficient service delivery through assessment, testing, and certification of translation staff.
- American Sign Language (ASL) Interpretation Services
o    ASL interpretation services shall be provided in-person or remotely (via video remote interpretation) at the following locations:
o    County offices and facilities
o    Healthcare and behavioral health settings
o    Correctional institutions (must pass department background check in order to gain entry to facility)
o    Community events and outreach programs
o    Applicant/client places of residence
o    Emergency response sites
o    Locations outside county, upon request by the County
o    Responsible for providing their own transportation to and from service delivery sites when in-person services are required.
o    ASL interpretation must facilitate accurate, respectful, and effective communication between County staff and the individual.
o    ASL services shall be provided at no charge to eligible clients, applicants, or members of the public.
o    Languages and Modalities:
o    Standard ASL interpretation
o    Tactile interpretation for Deaf Blind individuals
o    Certified Deaf Interpreter
o    Real-time captioning (CART)
o    VRI services using secure, HIPAA-compliant platforms
•    ASL interpreters in healthcare settings must:
o    Be trained in medical interpretation
o    Understand medical terminology
o    Adhere to HIPAA and patient confidentiality standards
•    ASL interpreters in behavioral health settings must:
o    Be trained in mental health interpretation protocols
o    Understand behavioral health terminology
o    Demonstrate sensitivity to trauma-informed care principles
•    Provide interpreters for public meetings, community forums, and large events. When simultaneous interpretation is required, Contractor shall supply appropriate equipment (e.g., transmitters, receivers, visual aids).
•    Provide services during regular business hours, evenings, weekends, and on short notice (less than 24 hours), as needed.
•    Ensure professional and proficient service delivery through assessment, testing, and certification of ASL interpreters.
- Over-The-Phone Interpretation (OPI) Services
•    OPI services shall be available to County departments and programs at the following locations:
o    County offices and facilities
o    Healthcare and behavioral health settings
o    Correctional institutions (must pass DOJ background check)
o    Community outreach and field operations
o    Applicant/client places of residence
o    Emergency response sites
o    Locations outside County, upon request by the County
•    Ensure that OPI services are accessible 24/7, including evenings, weekends, and holidays.
•    Must ensure that individuals with limited English proficiency (LEP) have meaningful access to County services, benefits, and communications.
•    Provide interpretation services in County’s top spoken languages and scale to meet emerging needs.
•    At a minimum, services must be available in: Arabic, Armenian, Bosnian, Burmese, Cambodian (Khmer), Cantonese, Dari, Farsi, Fijian, French, Hindi, Hmong, Ilocano, Japanese, Korean, Krio (Creole), Laotian, Mandarin, Marshallese, Mien, Mongolian, Nepali, Pashto, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Spanish, Swahili, Tagalog, Thai, Ukrainian, Urdu, Vietnamese, Yue Chinese ,ASL (via relay or VRS when applicable).
•    Must maintain capacity to provide interpretation in emerging and rare languages as needed.
•    Provide OPI services upon request by the County, with immediate connection to a qualified interpreter.
•    Interpreters must be fluent in English and the target language, with demonstrated ability to interpret accurately and sensitively in a variety of settings.
•    Ensure interpreters are available for both scheduled and on-demand calls.
•    Provide a secure, toll-free access number and/or online portal for County staff to initiate OPI sessions.
•    Provide services during regular business hours and on short notice (less than 24 hours), as needed.
•    Collaborate with County staff to resolve any complaints related to service delivery and maintain a documented complaint resolution process.
•    Ensure professional and proficient service delivery through assessment, testing, and certification of interpreters.

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: October 22, 2025