Interpreter Services

The Vendor is required to provide interpreter services may be delivered through employees or a managed network of subcontracted interpreters and must support multiple modalities, including in-person, telephonic, and video remote interpreting.
- Objectives
• Ensures consistent access to interpreters in members’ preferred languages
• Integrates interpreters into the care team across clinical and non-clinical settings
• Enhances member experience and health outcomes
• Supports telehealth accessibility with integrated interpreting services
• Promotes growth and professional development within the interpreter workforce
- Availability and emergency support
• Services must be available 24 hours per day, 7 days per week
• Support emergency response scenarios requiring rapid interpreter deployment
• Interpreters assigned to emergency situations must be appropriately trained and prepared
- Service modalities
1. In-person interpreting
• Provide in-person services across all agency and service sites
• Meet required fill rates and quality targets
• Ensure compliance with site-specific health and safety requirements, including immunizations
2. Telephonic interpreting (OPI)
• Provide both on-demand and pre-scheduled services 24/7
• Maintain a dedicated, toll-free access line
• Meet defined response time and fill rate standards
• Ensure compliance with CMS timeliness and access requirements
3. Video remote interpreting (VRI)
• Provide on-demand and scheduled VRI services 24/7
• Supply all necessary technical infrastructure on the contractor side
• Ensure platform reliability and service quality.