The Vendor is required to provide over the phone interpretation (OPI) and video remote interpretation (VRI) in the target languages, including American Sign Language (ASL) through any and all requested phases of a claimant’s interaction with county.
- OPI, VRI and written translation services will be utilized strictly on an as-needed basis.
- Interpreter operational requirements
• 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 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.
• Information will not be edited or deleted, which may erroneously change the meaning the of the client’s statements.
• 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.
• The translator will provide accurate (reflect the meaning correctly), effective (provide the intended effect on the reader), and impartial (unbiased) services.
- Over-the-phone interpretation (OPI) services
• Regularly and continuously engaged in the business of providing multilingual over the-phone interpretation (OPI) services for at least three years.
• Have a language proficiency certification procedure in place to verify competency as a condition of employment as an interpreter.
• Possess all permits, licenses and professional credentials necessary to supply product and perform services as specified under this proposal.
• Capable of providing the county instant access to an interpreter.
Connection time is not to exceed 10 seconds for Spanish and not to exceed 15 seconds for all languages.
• Maintain interpretation services capability 24 hours per day, seven days per week.
• Maintain an adequate number of available interpreters in the most often accessed languages to maintain minimum connection time requirements.
• Provide a live operator option.
• Have an established telephone redundancy system to ensure the county’s residents and employees receive uninterrupted services in case of system or power failure.
• provide complete transition and training services to county at no additional cost.
• Work with the county to identify and/or modify equipment required to deliver multilingual interpretation services efficiently and effectively at no additional charge.
- Video remote interpreting (VRI) services
• VRI must provide real-time, full-motion video and audio over a dedicated high-speed, wide bandwidth video connection or wireless connection that delivers high-quality video images that do not produce lags, choppy, blurry, or grainy images, or irregular pauses in communication.
• VRI must provide sharply delineated image that is large enough to display the interpreter’s face, arms, hands, and fingers, and the participating individual’s face, arms, hands, and fingers, regardless of body position.
• VRI must also provide a clear, audible transmission of voices.
- Written translation services
• Provide written translation services (from English to another language or vice versa).
• Translation services shall be provided at the contractor’s work site or in other locations as mutually agreed.
• Provide document translations for use in an electronic format.
• Work with the county to maintain accurate documentation of English and second language translations in an archive format.
• Transfer translations electronically in a secure format.
• Contractor shall be able to provide translation of documents and other written materials within one (1) to four (4) days (96 hours) after receiving a request from county assuming that the records to be translated are not voluminous.
- Contractor must have telephone terminal equipment with expansion capabilities to accommodate an increase in call volume, as needed.
- Contract Period/Term: 1 year
- Non-Mandatory Pre-Submittal Conference Date: April 11, 2025
- Questions/Inquires Deadline: April 15, 2025