The vendor is required to provide on-demand remote interpretation services for non-English speaking individuals, at the request of the client agency.
- Services must be available twenty-four (24) hours a day, seven (7) days a week, three hundred sixty-five (365) days a year (24/7) on an as-needed basis.
- Language requirements:
• The contractor must ensure that interpreters are available in all critical and well-known languages, as well as all languages and dialects
• The contractor shall adapt to evolving language and dialect needs throughout the term, maintain sufficient resources to ensure timely and accurate service delivery, and promptly notify the client agency in writing of any limitation or delays.
- Video remote interpretation (VRI) services:
• The contractor shall provide on-demand video interpreting services via videoconferencing technology, with access to interpreters.
• Connection to an interpreter must be established within two (2) minutes of call initiation.
- VRI system:
• The contractor shall provide a VRI system that ensures effective, real-time interpretation and meets all technical requirements.
• The VRI system must:
o Operate over a high-speed internet or reliable wireless connections with sufficient bandwidth for uninterrupted audio and high-definition video communication.
o Deliver high-quality, full-motion video images free from lag, distortion, blurriness, graininess ensuring the interpreter and participant are clearly visible, including face, arms, hands and fingers.
o Be accessible on computers, tablets, and smartphones, and function reliably under varying network conditions.
o Support access to interpreters and include simultaneous interpretation capabilities.
- Over the phone interpretation (OPI) services:
• The contractor shall provide on-demand telephone interpreting services with access to interpreters via a toll- free number.
• Connection to an interpreter must be established within thirty (30) seconds of the call initiation.
- Wireless communication device use prohibition for interpretation in moving vehicles:
• The contractor shall ensure that interpreters do not perform interpretation services via wireless communication devices while operating a moving vehicle.
• This includes all forms of communication, such as oral, text, email or instant messaging and applies regardless of local laws permitting cell phone or Bluetooth use while driving.
• Interpretation must not occur in environments with excessive background noise such as traffic, barking dogs, crying babies, wind, or nearby conversations, that interferes with communication.
• Interpreters must relocate to a quiet area if the noise is disruptive or upon participant request.
• Use of dash-mounted phones, Bluetooth or hands-free devices does not exempt interpreters from this requirement.
• Interpreters must not drive while performing any interpretation work.
- Interpreter requirements:
• Maintain neutrality; intervene only when directed by authorized client agency staff.
• Communicate exclusively in the first person.
• Use courtesy and professionalism.
• Respect cultural differences.
• Avoid disputes with customers or client agency personnel.
• Provide accurate, complete interpretation without alteration or omission.
• Maintain strict confidentiality.
• Deliver accurate, impartial, and meaningful interpretation.
- Penalties for delay or unavailability of interpretation services:
a. Delay in interpretation (within sixty (60) seconds):
• If the interpretation service does not commence within sixty (60) seconds of the client agency’s language being identified, the client agency will not be charged for interpretation services for the duration of the call.
b. Unavailability of interpreter:
• If an interpreter is unavailable and the client agency is told “no interpreter is available,” the contractor shall be subject to a self-assessed penalty equal to the cost of the client agency’s average interpreter call for the month.
- Contract Period/Term: 3 years