Telephonic Interpretation Services

The Vendor is required to provide the authority with telephonic interpretation services through toll free numbers and video remote interpretation (VRI) services.  
- Most of the calls placed to the telephonic interpretation line will be during agency Business Hours (8:00 AM to 5:00 PM CST). 
- Nonetheless, it is expected the Selected Respondent(s) provides accurate telephonic interpretation 24/7 via toll free numbers.
•    Line accessed by employees.
•    Multiple Lines are accessed by individuals with LEP.
•    VRI Services, as needed.
- The broadest possible selection of Foreign Telephonic Interpretation Services.
- Telephonic Interpretation:
•    The complete range of telephone interpretation and translation services including, but not limited to, three-way or more communication with a LEP individual to facilitate foreign language communication, having a 24 hour per day, 7 days per week, 365 days per year availability, through dedicated toll-free numbers. 
•    Tenant services (moving papers, payments, re-examinations, interim status, interim request, briefing scheduling, reasonable accommodation).
•    Owner services (rent determination, housing assistance payment contracts, inspection set-up, and owner eligibility).
•    General inquiries (public housing inquiries).
•    Portability and inspections (scheduling, appointment verification).
•    Most of the calls will be placed during agency business hours (8:00 AM to 5:00 PM CST)
- Related Services and Solutions: 
•    The complete range of related services and solutions available from respondent(s) including, but not limited to, video remote interpreting (VRI) services accessible via a phone app and web-based, testing and training services for respondent staff, and any other related services and solutions available for the respondent(s)
- Partial minutes or any portion of a full minute may be rounded up to the next highest minute.
- Video Remote Interpreting (VRI) services shall be accessible via phone app and web-based or a technology that can be supported by agency system(s)
- The redundant system must be capable of immediate access in the event of a failure of the primary system.
- All telephone equipment used and operated by the Respondent(s) must feature back-up electrical power protection so as to avoid any system failure, due to electrical power outages.
- Telephonic Interpretation via Toll Free Numbers (including VRI) for agency Employees and Vendors
•    Unique Identification Number (Provided by Vendor)
•    Date of Call
•    Time of the Call
•    Connection Time (Operator to Interpreter)
•    Call Duration
•    Caller Name (agency staff or vendor)
•    Caller Title
•    Department or Agency
•    agency Property Name
•    Language
•    Rate
•    Total
- Telephonic Interpretation Toll Free Numbers (including VRI) for Individuals with LEP
•    Unique Identification Number (Provided by Vendor)
•    Date of Call
•    Time of the Call
•    Connection Time (Operator to Interpreter)
•    Type of Call: Processed via IVR or agency staff/vendor
•    Name of agency or vendor answering call
•    Title of agency or vendor answering call
•    Department of agency or vendor answering the call
•    Language
•    Rate
•    Total
- Provide appropriate equipment to successfully process an on-demand telephonic interpretation request e.g., two-hand set phones, headphones, and/or mobile application.

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: November 5, 2025