The vendor is required to provide in-person interpretation, over-the- phone interpretation (OPI), video remote interpretation (VRI), and document translation, services for limited English proficient (LEP) clients for using governmental units (UGUS).
- Interpreters are needed for the following areas, but are not limited to, court hearings, investigations, general services, healthcare professionals, emergency visits, classrooms settings and other programs.
- Provide the state UGUS a continuously available for in-person, OPI, VRI, and document translation services to minimize or eliminate any language barrier.
- Categories include:
• In-person interpretation
• Over-the-phone interpretation services (OPI)
• Video remote interpretation services (VRI)
• Document translation services.
- Provide support to Core Languages through its own resources or those of its subcontractors:
• Chinese (Mandarin & Cantonese)
• Vietnamese
• Quiche/K’iche’
• Arabic
• Swahili
• Portuguese
• Russian
• Haitian Creole
• Ukrainian/Ukrainian
• Akateco/Akateko
• Burmese
• Chuj - In-Person Interpreting
• Provide interpreters in person, on-site, or otherwise, when required.
• The requirement for in-person interpreters will be scheduled in advance, and the contractor will provide services within twenty-four (24) hours unless otherwise scheduled at a later date and time.
• The interpreter must be proficient in absorbing the information, mentally retaining it, and accurately transferring it into another language from which it is spoken.
• The interpreter will remain neutral in the conversation unless prompted by the customer with additional instructions.
• The interpreter will speak in the first (1st) person.
• The interpreter will use the utmost courtesy when conversing with the customer and/or the client.
• The interpreter will respect cultural differences of the client.
• The interpreter will refrain from entering into a disagreement with the customer and/or the client.
• The interpreter will accurately interpret the client’s statements and relay the message in its entirety with the meaning preserved throughout the conversation.
- Over-the-phone interpretation (OPI)
• Shall be available to provide OPI services from 7:00am to 7:00pm eastern.
• Conference calling system/services provided must accommodate a minimum of five (5) parties in conference calls at the per minute rate specified on the cost proposal.
• Provide all language interpretation services for core languages and non-core languages and dialects at the per minute rates.
• Offeror shall not require the UGUS to purchase or obtain a specific type of equipment to access telephonic interpreter services.
• All conversations, interpretations, or translations will remain confidential and will not be shared with individuals unrelated to the call or translation.
• Calls must only be recorded for quality assurance and training purposes.
• Call recording may be further restricted, or additional situations allowed for the UGU.
• The UGU has the final determination concerning the recording of calls and the subsequent use of the recorded information.
• In the event interpretation service for Spanish and the top 12 core languages does not begin within 60 seconds of the client’s language being identified, the customer shall not be charged for any interpretation services provided for the duration of the call.
• In the event any interpretation service request for Spanish and the top 12 core languages results in a customer being told “no interpreter is available,” the contractor will provide the UGU with a credit equal to the cost of the customer’s average interpreter call for the month in which the “no interpreter available” event occurs.
• The above credits will be assessed monthly by the contractor and must be itemized and deducted from the appropriate monthly invoice total.
• Must provide toll-free access to interpreter services from anywhere in the states, 365-days a year, 7-days a week, 24-hours a day.
• No travel time or mileage will be paid for OPI.
- Video remote interpretation (VRI)
• Must provide VRI services using videoconferencing technology and equipment through safe and secure platforms and a high-speed internet connection with sufficient bandwidth.
• In a professional setting, contractor may use any type of computer setup with a webcam and microphone or, in some cases, a videoconferencing app.
• All platforms must be compatible with free web conferencing such as but not limited to Microsoft teams, zoom, and WebEx.
• If contractors is utilizing a proprietary platform there shall not be any additional equipment needed, no additional terms and conditions and no additional cost to any participant in the call.
• Shall be available to provide VRI services from 7:00am to 7:00pm eastern.
• All conversations, interpretations, or translations will remain confidential and will not be shared with individuals unrelated to the call or translation.
• In the event interpretation service for Spanish and the top 12 core languages does not begin within 60 seconds of the client’s language being identified, the customer shall not be charged for any interpretation services provided for the duration of the call.
• Must provide interpreter services from anywhere in the states, 365-days a year, 7-days a week, 24-hours a day.
• For conference call billing purposes, the time required to set-up the conference call prior to the interpreter joining the call, will not be chargeable time.
- Document translation
• Shall be capable of receiving source language documents by facsimile, e-mail or other electronic means (i.e. pdf or flat files, standard word processing languages, etc.), certified mail or courier delivery. • The typical delivery is expected to be by e-mail.
• Shall ensure that e-mails and associated attachments to the state containing sensitive information are sent in a secure fashion, using data encryption consistent with state policy.
• This includes personally identifiable information (PII) and protected health information (phi).
• Provide review, editing, and proofreading services for previously translated documents.
• No documents may be sent outside of the continental states for translation.
• All state data must be stored on servers located in the continental states.
• When requesting written translation services, the UGU may include instructions concerning expected content or characteristics of the translated document, such as but not necessarily limited to:
1. The educational level of the target audience which may need the translation reduced to very simple, easily understood terms.
2. Whether the document will be used for academic or professional (e.g., medical, legal or business) purposes which typically require the utmost precision in terms of wording, punctuation, etc.
3. Whether any particular abbreviations, terms, slang, etc. should be included, (e.g., MVA instead of the motor vehicle administration; ice instead of immigration and customs enforcement) or avoided.
- Contract Period/Term: 1 year
- Pre-Proposal Date: May 27, 2025
- Questions/Inquires Deadline: May 27, 2025