The vendor is required to provide that translation and interpretation services in the top 12 most commonly spoken non-English languages in the state: Spanish, Chinese, Russian, Yiddish, Bangla, Korean, Haitian Creole, Italian, Arabic, Polish, French, and Urdu.
- This entails document translation, as well as in-person, video, and telephone interpretation, allowing us to continue breaking down language barriers and provide essential health and supportive services to those we serve.
1. Document translation:
- Proposer must be capable of providing accurate and timely translation of documents to meet the needs of non-English speaking clients in the 12 languages specified these translations must ensure that clients fully understand services programs, service, and any critical information.
• Client-facing documents: forms, brochures, flyers, and marketing.
• Internal documents: training manuals, policies, and procedures.
• Specialized context: medical information, legal documentation.
- Service delivery
• Proposer must ensure that translations maintain the intended tone, context, and meaning of original document, are culturally sensitive, and align with services branding and formatting standards.
• Translations must be submitted in the required format, including editable files and pdf’s if requested.
• Physical deliveries must be securely packaged, including required material, and follow services formatting and branding requirements including logo, headers, and cover pages.
• Documents sent out by mail must be sent with a reliable mailing service.
• Delivery confirmations must include electronic receipts for completed translations and signed proof from services staff or tracking confirmation for physical deliveries.
• The proposer must maintain a record of all deliveries for audit purposes. - Quality assurance
• A quality assurance process, including a certified translator’s review, must ensure accuracy, clarity, and compliance with legal and regulatory standards.
• Error rates must be monitored and reported to ensure continuous improvement in translation services.
• Feedback from services staff and clients must be incorporated into future projects to enhance quality.
• Proposer must use translation memory tools and/or glossaries for frequently used terminology to ensure consistency.
• Proposer must comply with confidentiality standards to safeguard sensitive client information.
• All information must be encrypted and securely stored to maintain confidentiality.
• Any breaches of confidentiality must be reported immediately, and corrective actions should be taken to prevent any recurrence.
• Proposer must use a multi-step quality control process that also includes proofreading and peer review.
- Request and ordering process:
• Proposer must provide a clear and user-friendly ordering process, including submitting documents for translations electronically.
• For standard requests, acknowledgement for orders must be sent to services within 24-48 hours of receipt, unless marked as urgent.
• For urgent requests, acknowledgement must be sent within 15 minutes, followed by confirmation of expedited process within one (1) hour.
• Proposer must provide a designated point of contact that will manage all requests and maintain awareness of all associated addresses.
- Technology:
• Proposer must utilize secure translation management software to process and track projects.
• The system must support file uploads in multiple formats and allow progress tracking.
• Software must include automated checks for terminology consistency and formatting accuracy.
• All platforms must comply with data privacy and security regulations.
- Customer support:
• Proposer must provide dedicated customer support available during services operating hours to address issues or questions.
• A resolution process must be in place to handle complaints or requests for revisions promptly
• Proposer must conduct regular check-ins with services staff to ensure satisfaction with ongoing services.
2. Video interpretation
- Proposer shall provide real-time secure and reliable video interpretation services to facilitate communication during virtual meetings, telehealth appointments, and other video-based interactions:
• Remote client consultations must be conducted through a secure platform or device.
• Virtual staff meetings involving services clientele must include appropriate interpretation services.
• Telehealth services must provide real-time interpretation to ensure effective communication.
- Service delivery
• Proposer must offer on-demand and scheduled video interpretation services during services operational hours, supporting real-time interpretation for remote or hybrid settings (e.g., subtitles or live verbal translation).
• Proposer must ensure interpreters are punctual for scheduled sessions, responsive to urgent requests, and maintain professionalism and neutrality throughout the sessions.
• On- demand interpretation must be available within minutes of the request, while scheduled sessions must begin promptly at the agreed-upon time. any anticipated delays or rescheduling options must be communicated immediately.
• The proposer must provide confirmation of completed interpretation sessions, including interpreter details and session duration.
• Proposer must provide support for multiple languages, including american sign language (asl).
• Proposer’s video interpretation technology must be compatible with commonly used platforms
• Proposer must provide secure, HIPAA compliant video conferencing capabilities.
• Session logs must be accessible for billing and performance reviews, and any disruptions during sessions must be documented and reported to services.
- Quality assurance:
• Video sessions must meet high-quality audio and visual standards, ensuring clarity and minimal lag.
• Feedback from services staff and clients must be incorporated into regular evaluations of interpreter performance.
• Interpreters must follow services -specific guidelines for service delivery.
• Proposer must resolve any client complaints or performance issues promptly.
• Proposer must comply with confidentiality standards to safeguard sensitive client information.
• All information must be encrypted and securely stored to maintain confidentiality.
• Any breaches of confidentiality must be reported immediately, and corrective actions should be taken to prevent a recurrence
- Request and ordering process:
• Requests for scheduled video interpretation services appointments must be confirmed within 24 hours of receipt. please note that this is not applicable to services requested in real time, which must be confirmed immediately.
• A clear process must be in place for scheduling video interpretation services, supported by a designated point of contact to manage scheduling and order inquiries.
- Technology:
• Proposer is required to use a secure video platform that complies with privacy standards.
• Platforms must support calls and seamless connections for remote and hybrid meetings.
• Technology must ensure high-definition video and audio quality to prevent miscommunication.
• Systems must be compatible with services existing it infrastructure
- Customer support:
• Proposer must provide technical and service-related support during services operating hours.
• Proposer must be able to have a process for handling urgent issues efficiently.
• Proposer must provide training to services staff on how to use the video platform, if needed.
3. Over-the-phone interpretation
- Proposer will provide over-the-phone interpretation services to support immediate and scheduled communication needs for all services programs; the proposer will provide over-the-phone interpretation services for:
• Urgent interpretation calls
• Routine consultations with clientele
• Scheduled meetings
- Service delivery
• Proposer must ensure interpreters are available 24/7 preferably for both on-demand and scheduled calls, with a connection time of 30 seconds or less for common languages.
• Interpreters must be trained in handling sensitive and high-pressure situations, maintaining professionalism and proper protocol.
• Response times for emergency calls should be immediate, within 1 minute.
• Scheduled calls must begin at the agreed time without delay, and any delay must be communicated in advance with alternative arrangements provided.
• Provide real-time support for emergencies or high-stress situations.
• Provide confirmation of completed calls, including a session summary and duration, and maintain call records for quality control and billing purposes.
• All calls must adhere to confidentiality and data protection standards and any interruptions must be explained with solution.
- Quality assurance:
• Proposer must provide real time monitoring if interpreter accuracy and client satisfaction through regular evaluations.
• Proposer must conduct regular call audits to ensure compliance with quality standards.
• Complaints must be addressed and resolved within an immediate timeframe.
• Proposer must offer secure and confidential call handling compliant with HIPAA regulations
- Request and ordering process:
• Proposer must confirm receipt of all service requests within 24 hours, but if urgent, requests must be confirmed within 15 minutes; following confirmation, expedited requests must be processed within one (1) hour.
• Proposer must streamline the process to ensure prompt service delivery for both scheduled and emergency calls.
• A designated point of contact must be available to handle scheduling and customer inquiries.
- Technology
• Proposer must provide a reliable phone system or provide devices or applications with clear audio and minimal connection issues.
• Systems must enable call tracking, logging, and reporting for invoicing and performance monitoring.
• Proposer must offer a toll-free number or dedicated access codes for staff.
• Technology must provide secure connections compliant with privacy laws.
- Customer support:
• Proposer must provide 24/7 support to handle any technical or service-related issues.
• A clear process for escalations must be addressed promptly in urgent matters.
• Regularly feedback must be established to ensure continuous improvement of services.
4. In- person interpretation
- Proposer will provide in-person interpretation services for meetings, events, or other client interactions; the proposer will provide in-person interpretation services for:
• Face-to-face consultations, including medical appointments, casework, legal proceedings, and social service interactions.
• Workshops and community programs
• Client evaluations and assessments.
- Service delivery
• Interpreters must wear identifiable badges or tags displaying their name, certification credentials, ensuring easy identification and professional uniform appearance.
• Proposer must provide interpreters who are available for scheduled in person assignments during services operational hours, arriving at least 15 minutes before scheduled appointments.
• The proposer must provide signed confirmation of service delivery and maintain records of completed services, including assignment details.
• Any missed appointments or cancellations must be documented and reported to services immediately.
- Quality assurance
• The interpreters must undergo updated training on cultural, linguistic, and sensitivity practices as well as regular performance evaluations, including client feedback.
• Proposer must offer real time reporting and feedback mechanisms.
• Prosper must provide periodic audits of service delivery to ensure continuous improvement
- Request and ordering process
• Proposer must confirm receipt of all service requests within one (1) hour, but if urgent, requests must be confirmed within 15 minutes.
• Prosper must have a streamlined system to schedule interpreters for in person appointments, with a designated point of contact to handle inquiries.
• In person services must be scheduled within 24 hours for non-urgent requests and 1-2 hours for urgent assignments.
- Technology
• Proposer must ensure that all in-person interpreters are equipped with the necessary tech devices (e.g., tablets, headsets) when required.
• The technology used (if applicable) must ensure clear communication and be tested for compatibility before scheduled meetings.
• Interpreters should be equipped with mobile devices if needed for real-time access to translation tools or reference materials.
- Customer support
• Proposer must offer on-call support to address any issues arising during in-person assignments.
• Support should be available for both urgent troubleshooting and post service feedback.
• Proposer must conduct regular check-ins to ensure satisfaction with ongoing in-person service.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: March 10, 2025