Telephonic Interpreter Services and American Sign Language Video Remote Interpreter Services

The Vendor is required to provide for telephonic interpreter services and American Sign Language (ASL) video remote interpreter (VRI) services to ensure accessible and effective communication for limited English proficient (LEP) individuals and those requiring ASL services.
- Successful program outcomes include efficient member eligibility verification by the vendor without health plan member service intervention via preferred technology; on-demand video remote interpretation for unscheduled appointments via provided technology for ASL; reliable over-the-phone interpretation with minimal disconnections and 30-seconds or less for average connection time / average speed of answer; transparent performance reporting through monthly utilization metric reviews; and adherence to domestic interpreter staffing.
- Telephonic Interpreter Services received 86,683 calls.
- These services will be provided to agency members and non-members, 24 hours a day, 7 days a week, at agency facilities, community events and in-network provider offices throughout riverside and counties.
- Also facilitate member eligibility verification through vendor proposed technology (Interactive Voice Response (IVR) system, software, tablet, or iPad if applicable), providing immediate access to a live interpreter without health plan member services intervention.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: September 11, 2025