Interpretation and Translation Services

The vendor is required to provide interpretation and translation services based on the criteria listed below:
•    Interpreter and translator quality
•    Languages served
•    User and implementation support
•    Account management and metrics
•    Trauma-informed services
•    Document translation
•    Telephone, data, and interpretation technology
•    Security and compliance
•    Invoicing
•    Pricing
•    Non-discrimination policy
1. Interpreter and translator quality assurance practices; including interpreter code of ethics, confidentiality, and non-disclosure agreements
•    Interpreters at your company should abide by any industry standard code of ethics, confidentiality, and interpreter code of ethics
•    Provide continuing education, professional development, and training.
•    Have ongoing quality-monitoring procedures to ensure the continued quality of your services.
•    All conversations, interpretations, or translations will remain confidential and will not be shared with individuals unrelated to the interpreting session or translation.
2. Languages served 
•    Provide interpreting and translation in at least the 200 most used languages spoken in the, including the languages mentioned above.
•    A quick average speed of answer, especially in the most common languages, reflecting the nature of the services needed.
3. User and implementation support
•    Assist in ensuring a smooth transition from the current provider.
•    Provide user instructional support and dedicated customer support.
•    Responsive customer service that can be accessed by all users.
•    Procedures to handle customer complaints and feedback.
4. Account management and metrics
•    Provide actionable analytics, metrics, and the ability to pull reports.
•    Administrator platform should have the capability to allow daily monitoring of usage and generating reports that capture the following information: 
o    Name of the professional requesting services, 
o    Organization name of requestor, 
o    Language requested and 
o    Duration of call
•    Demonstrated capacity to handle multiple, independent user ids that are all managed by agency master administrative account.
5. Trauma-informed services
•    Demonstrated capacity to provide services for a coalition of independently-managed service providers.
•    Providing services in the domestic violence and sexual assault service field
o    Including in medical, social service, legal and other sub-fields 
•    Interpreters and translators should be trained to work in highly sensitive, crisis, and disturbing situations.
•    Interpreters should be trained in trauma-informed care and have experience interpreting for individuals experiencing traumatic situations such as domestic violence and sexual assault.
6. Document translation (lot 2 only)
•    Able to translate documents, social media posts, and promotional materials such as flyers, brochures, etc. 
•    Provide a clear process to submit needed translations and should provide the translations within a reasonable timeframe.
7. Telephone, data, and interpretation technology
•    Easily accessible from multiple devices including smartphones, tablets, landline phones, computers, etc.
•    Services should be intuitive, user friendly, and easy to use.
•    The technologies used by your company should be efficient in delivering language services. 
•    Platform should easily integrate with commonly used platforms such as zoom, doxy, teams, WebEx, etc. 
8. Security and compliance
•    Agency and its member organizations must comply with federal confidentiality laws governed by the violence against women act (VAWA) and the victim of crime act (VOCA), which are more stringent than act confidentiality. 
•    Have security measures to protect agency and our clients’ information, including the information listed in invoices and reports.
9. Invoicing
•    Email invoices to their point of contact in agency in a timely manner. 
10. Pricing 
•    Include pricing for all services mentioned.
11. Non-discrimination policy: 
•    All contracting agencies provide evidence of their non-discrimination policy.

- Contract Period/Term: 3 years