Language Translation Services

The Vendor is required to provide language interpretation and translation services.
- Verbal interpretation services (VIS)
1. Verbal telephonic language interpretation (VTLI)
• Make telephonic interpretation services available to department twenty-four (24) hours, seven (7) days a week (24/7), including holidays.
• Phone using a set protocol to obtain services as needed.
• Interpreters must join the phone call in progress within one (1) minute of the time department personnel calls the contractor.
• Telephonic interpretation services as follows: the interpreter shall hear department personnel speak in English and communicate department part of the conversation to the other party in the required language, then communicate that party’s part of the conversation to department personnel in English.
• Interpreters shall be able to translate conversations word-for-word or as close as is technically possible.
• Telephone system shall provide the following:
o Quality (clear) telephone connections and a telephone system that minimizes connection time.
o Two toll-free numbers to access interpreting services: one number will be dedicated to the department call center staff and the second number will be dedicated to department administrative and field staff.
o Conference-calling services and capabilities.
2. Verbal on-site language interpretation (VOLI)
• On–site (in-person) interpretation services shall be provided with a minimum notice of three (3) business days.
• Interpreters who are able to perform in a person-to person setting as well as perform in-front of an audience setting.
• On-site verbal interpretation services outside of normal business hours.
• Standard business hours shall be interpreted as: 8:00 a.m. - 5:00 p.m. local time Monday through Friday.
• Outside of normal business hours (nonstandard hours) shall be interpreted as: 5:01 p.m. - 7:59 a.m. local time Monday through Friday as well as anytime on Saturday or Sunday.
3. Verbal video remote language interpretation services (VVRLIS)
• Video remote interpretation services may occasionally be requested.
• Video remote interpretation services must be provided with a minimum notice of two (2) business days.
• Video remote interpretation services to department central office and nine (9) districts
• This service at the same level of professionalism, quality and accuracy as on-site interpretation and over-the phone interpretation.
- Document translation services (DTS): (word for word)
• Arrange for document translation on an as-needed basis.
• Translation into or from English.
• Documents may include letters, forms, contracts, manuals, scripts, brochures and information materials
• Capability to receive and send documents by fax, e-mail or other electronic means (i.e. Pdf or flat files, standard word processing languages, InDesign files, etc.)
• Perform document translation services word-for-word
- Sight translation services (STS)
• Sight translation services may arise at certain occasions.
• “Sight translation” shall be understood as the verbal rendition of the text of a written document. The interpreter first reviews the original text, and then renders it verbally into the other language.
• The sight translation is done on sight (upon reading) and the parallel text is spoken orally and not delivered in writing.
• Interpreters who are able to render sight translations with a high degree of accuracy.