NWI Winning Bid.pdf

EXHIBIT A-2 – BIDDER’S PROFILE: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 1 (Rev 2021-06-30)

EXHIBIT A-2 – BIDDER’S PROFILE

Competitive Solicitation: No. 18222 – Spoken Language Interpreter Services for IPI, OPI, & VRI (Non-CBA)

Bidder: __Northwest Interpreters, Inc.________________ Type/print full legal name of Bidder

BIDDER INFORMATION

Legal name of Bidder:

Address of Bidder:

Note: This information must match the information from Bidder’s Business License.

__Northwest Interpreters, Inc.___ Business Name __7700 NE Parkway Dr, Ste 205__ Address __Vancouver, WA 98662_______ City, State, Zip Code

Bidder’s Washington State Department of Revenue Registration Number/Unified Business Identifier (UBI) Number:

Note: A nine digit UBI number is assigned to each registered businesses in Washington.

__601 727 265___

Taxpayer Identification No. (TIN):

Note: Your TIN will be either a number issued by the IRS (e.g., Employer Identification Number, Federal Tax Identification Number) or a number issued by the Social Security Administration (i.e., your Social Security Number). Do Not provide a Social Security Number.

__91-1789287___

Is your firm certified as a minority or woman owned business with the Washington State Office of Minority & Women’s Business Enterprises (OMWBE)?

Yes No

If yes, provide Bidder’s MWBE certification no.: ____________

EXHIBIT A-2 – BIDDER’S PROFILE: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 2

BIDDER INFORMATION

Is your firm a self-certified Washington State Small Business?

Note: See Exhibit A-1 – Bidder’s Certification for criteria to qualify as a Washington State Small Business.

Note: Regardless of size, a qualifying business must be owned and operated independently from all other businesses. In regard to size, the gross revenue thresholds, as reported on Bidder’s tax returns, are as follows:

Microbusiness: Annual gross revenue of less than one million dollars.

Minibusiness: Annual gross revenue of more than one million dollars, but less than three million dollars.

Small Business: Annual gross revenue of less than seven million dollars over each of the three prior consecutive years.

Yes No

If yes, provide the location for Bidder’s principal place of business:

_7700 NE Parkway Dr, Ste 205___ Street Address _Vancouver, WA 98662________ City, State, Zip Code

If yes, what is your business size (based on annual gross revenue)?

Microbusiness

Minibusiness

Small Business

Is your firm certified as a Veteran-Owned Business with the Washington State Department of Veteran Affairs?

Note: See Exhibit A-1 – Bidder’s Certification for criteria to qualify as a Certified Veteran-Owned Business.

Yes No

If yes, provide Bidder’s WDVA certification no.: _____________

CONTRACT MANAGEMENT POINTS OF CONTACT FOR BIDDER

Authorized Representative for bid submittal

Name: Vic Marcus Email: vmarcus@nwiglobal.com Phone: 360-566-0492 ext 305

Contract Administrator

Name: Vic Marcus Email: vmarcus@nwiglobal.com Phone: 360-566-0492 ext 305

Sales Reporting Representative

Name: Vic Marcus Email: vmarcus@nwiglobal.com Phone: 360-566-0492 ext 305

Sales Reporting Alternate

Name: Karina Zaher Email : kmzaher@nwiglobal.com Phone: 360-566-0492 ext 313

Management Fee Representative

Name: Vic Marcus Email: vmarcus@nwiglobal.com Phone: 360-566-0492 ext 305

Management Fee Contact Alternate

Name: Karina Zaher Email: kmzaher@nwiglobal.com Phone: 360-566-0492 ext 313

EXHIBIT A-2 – BIDDER’S PROFILE: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 3

CONTRACT MANAGEMENT POINTS OF CONTACT FOR BIDDER

Address for Enterprise Services to send management fee invoices:

Company name: Northwest Interpreters, Inc. dba NWI Global

Attn: Vic Marcus Address: 7700 NE Parkway Dr, Ste 205 City/State/Zip: Vancouver, WA 98662

Address for Enterprise Services to send legal notices:

Company name: Northwest Interpreters, Inc. dba NWI Global

Attn: Vic Marcus Address: 7700 NE Parkway Dr, Ste 205

City/State/Zip: Vancouver, WA 98662

Signature Authority (if awarded a contract)

Name: Vic Marcus

Title: Chief Operating Officer

REFERENCES

Provide a minimum of three (3) commercial or government references for which bidder has delivered goods and/or services similar in scope as described in the Competitive Solicitation.

REFERENCE 1

Company Name:

Contact:

Phone:

Email:

State of Washington - Dept. of Health Echo Gorham 564-669-0763 or 564-669-3178 echo.gorham@doh.wa.gov

REFERENCE 2

Company Name:

Contact:

Phone:

Email:

Anchorage School District Gordon "Butch" Aikey 907-742-4237 aikey_gordon@asdk12.org

REFERENCE 3

Company Name:

Contact:

Phone:

Email:

King County Metro Maha Jahshan 206-263-2456 or 206-637-4247 mjahshan@kingcounty.gov

EXHIBIT A-2 – BIDDER’S PROFILE: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 4

PURCHASE CARDS (I.E., CREDIT CARDS)

Please indicate which types of purchasing (credit) cards are accepted (note: any card fees must be included in the unit price of the bid):

Visa Master Card American Express Discover Other:

Return this Bidder’s Profile to Procurement Coordinator at:

DESLanguageAccess@des.wa.gov mailto:DESLanguageAccess@des.wa.gov

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 1

EXHIBIT B – PERFORMANCE REQUIREMENTS

Competitive Solicitation: No. 18222 – Spoken Language Interpreter Services for IPI, OPI, & VRI (Non-CBA)

Bidder: ___Northwest Interpreters, Inc.______ Type/print full legal name of bidder company

Instructions

1. Add bidder company’s name above and review the below Performance Requirements.

2. The Exhibit is separated into two sections: non-scored performance requirements and scored performance requirements.

3. In the first section “Non-Scored Performance Requirements mark YES or NO if bidder meets each requirement in Bidder’s Compliance column. Bidder may be asked to provide a written response in the Non- Scored Performance Requirements. Failure to provide a response will be evaluated as a “Fail”. A Fail will be seen as unresponsive.

4. In the second section ‘Scored Technical Requirements mark Yes or No if bidder meets each requirement in Bidder’s Compliance column. Each of these questions require a written response. Failure to provide a response will be evaluated as a “Fail”. A Fail will be seen as unresponsive.

a. In the Written Response column for every requirement that indicates a "Written Response Required," provide a written response that addresses how bidder will meet the requirement. Limited responses may receive lower scoring than those that demonstrate knowledge of the subject matter. Written responses must not reference or link to any material outside of this document.

5. Submit the exhibit as a Microsoft Word document and without modifying the font or formatting. If you need to print out this document for any reason, please note this document is size Legal 8.5” x 14”.

Please note: Not following any of the specified instructions might be grounds for the bid to be considered non-responsive.

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 2

NON-SCORED PERFORMANCE REQUIREMENTS AND FACTORS FOR DES USE ONLY

Requirement

ID

Performance Requirement and Stated Business Need

Points Available

Bidder’s Compliance Written Response Evaluator

Score Evaluator Comment

1. Must be able to provide confirmation of prescheduled interpreter services within 48 hours of receiving a purchaser request.

Pass/Fail ☒ Yes ☐ No

NWI is able to provide confirmation of prescheduled interpreter services within 48 hours of receiving a purchaser request.

2. Must have the ability to submit to purchasers any required report(s) on an as needed basis within ten (10) business days after request. Elements of such reports may be by language and include the following:

• Dates of service

• Project status: filled, unfilled, completed, cancelled and no shows

• Name of assigned interpreter

• Name of requestor

• Dollar amounts paid for a given time period, to include hours, miles and any other costs

• Hours per language

Pass/Fail ☒ Yes ☐ No

NWI has the ability to submit to purchasers any required report(s) on as needed basis within (10) business days after request. NWI’s capability to provide detailed reports within a stipulated time frame hinges on its operational efficiency, technological infrastructure, and data management systems. More information on our reporting capabilities:

• Efficient Data Management System – NWI has a robust and integrated data management system where all the required information (dates of service, project status, assigned personnel, requestor names, financial data, etc.) is logged in real-time and can be retrieved swiftly.

• Automated Reporting Tools – Advanced reporting tools, possibly integrated with the NWI’s Customer Relationship Management (CRM) system and can automatically compile the needed data elements, like dates, project statuses, names, and financial data.

• Skilled Staff – A dedicated team, trained in data extraction and report generation, ensures timely report preparation and delivery. This team works with various departments, such as finance for dollar amounts or operations for project statuses.

• Quality Assurance – Before sending out, reports typically undergo a quality check to ensure accuracy, clarity, and comprehensiveness. This step ensures that the report is free of

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 3

NON-SCORED PERFORMANCE REQUIREMENTS AND FACTORS FOR DES USE ONLY

ID

Performance Requirement and Stated Business Need

Points Available

Bidder’s Compliance Written Response Evaluator

Score Evaluator Comment errors and aligns with the requester's specifications.

• Streamlined Communication Channels – An effective communication system is in place, allowing purchasers to easily request reports and specify any unique requirements they might have.

• Flexibility – NWI’s system allows for customization in reporting.

For instance, if a purchaser wants a breakdown by language, the reporting tools can easily segment data based on this criterion, such as displaying hours per language.

• Secure Transmission – Given that some of the report elements might be sensitive (e.g., financial data or personal names), NWI also has measures to ensure the secure transmission of these reports, whether through encrypted email systems, secure file transfer protocols, or dedicated client portals.

3. Bidder must provide a list of interpreters that Bidder is currently contracted with, including all languages and modalities provided by each interpreter. For IPI, please provide the list of interpreters by geographic region (the 6 specified geographic regions set forth in the Competitive Solicitation).

(Example 1: John Smith - Spanish OPI and VRI) (Example 2: John Smith, Spanish, Olympic Region- IPI, OPI and VRI).

Pass/Fail ☒ Yes ☐ No

Please provide list of interpreters here or included as a separate document.

NWI’s list of interpreters is attached in a separate document. See Supplemental Materials.

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 4

SCORED PERFORMANCE REQUIREMENTS AND FACTORS FOR DES USE ONLY

ID

Performance Requirement and Stated Business Need

Points Available

Bidder’s Compliance Written Response Evaluator

Score Evaluator Comment

1. Bidder Experience and Qualifications: Describe how the Bidder is qualified and practical knowledge to take on this scope of services described in this Solicitation / Statewide Contract.

Include information about Bidder’s contract involvement in procurements of similar scope and size.

50 points ☒ Yes

☐ No

General Approach

Northwest Interpreters, Inc., dba NWI Global (NWI) takes a consultative approach with every client we work with. What this means for our clients is complete dedication of the entire NWI team that focuses on building an ongoing relationship, rather than taking a one-time transactional order.

Part of this approach includes uncovering the specific needs of our clients and coming up with a custom solution to address those needs. Our approach is described in detail below.

Our Understanding of Your Needs

The Washington State Department of Enterprise Services (Enterprise Services) intends to conduct a competitive procurement to establish and award, by contract category, Contracts for Washington State agencies and other eligible purchasers to purchase specified spoken language interpreter services from qualified, professional interpreters for state agencies and other eligible purchasers who do NOT have collective bargaining agreements (CBAs) for interpreter services delivered through In-Person Interpreting (IPI), Over the Phone Interpreting (OPI), and Video Remote Interpreting (VRI) modalities and scheduled via On-Demand and Pre- Scheduled options (“Spoken Language Interpreter Services for IPI, OPI, & VRI (Non-CBA)”). All interpretation shall be done via consecutive interpretation mode.

Our Organization and Approach to Meeting Your Needs

NWI is qualified and has practical knowledge to take on the scope of services described in this Solicitation. Hundreds of businesses and organizations across all industries turn to NWI for their interpretation needs.

NWI is a privately held, self-certified Washington State Small Business (as defined in RCW 39.26.005). Our company has remained at the forefront of providing in-person over-the-phone interpretation, and video-remote interpretation services since our founding in 1992.

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 5

Although we specialize in providing language interpretation services, NWI is a full-service language company with services that include in-person interpretation (spoken languages and ASL), telephonic and video remote interpretation, written translation, accessibility services, interpreter skills assessment services, and more.

NWI constantly benchmarks itself against the competition through client satisfaction surveys, client communication, and industry events, to ensure our services are differentiated from the competition. Over the 31 years we have been in business, we have developed a mix of language services which is relied upon by many clients similar in scope to that which is outlined in this Competitive Solicitation.

Lastly, NWI currently provides various Washington state agencies with similar services and was an active contractor under the expired Enterprise Services Contract 03514.

Work Capacity

NWI has extensive involvement in procurements of similar scope and size.

Currently, NWI has a client base that spans hundreds of diverse businesses and government agencies. We've consistently showcased our expertise and commitment to quality. One of our strategic strengths lies in our operational approach: we typically operate at 50% capacity.

This isn't just a testament to our efficiency but also a well-thought-out strategy to ensure we're prepared to accommodate any surges in volume or handle urgent requests. This ensures that we can effortlessly double our usual output when needed, giving us a marked advantage in periods of high demand.

Furthermore, our experienced team of interpreters are adept across various languages and specialized sectors, ensuring a match of expertise to each client's nuanced needs. Being based in Washington state also positions us ideally, allowing us to cater to local businesses and government agencies while also serving those interacting on an international scale, making the most of the state's dynamic trade environment and diverse demographic.

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In essence, our company not only has flexibility and preparedness but strivers to provide prompt and high-quality services regardless of the volume or urgency of the request.

Clients of Comparable Size and Scope

During the last five years, NWI has served/continues to serve the following clients who are similar in size and scope described in this Competitive Solicitation:

• City of Bellevue (Various Departments)

• City of Renton (Various Departments)

• City of Seattle (Various Departments)

• City of Tukwila (Various Departments)

• King County (Various Departments)

• Seattle Public Schools

• State of Washington (Various Departments)

2. Purchaser – New User Registration, Training and Management: Describe Bidder’s complete step-by-step process for Purchaser account registration. How will Bidder instruct Purchasers on requesting appointments? Include training information for new users, ongoing needs, and system changes.

75 points ☒ Yes

☐ No

The following is a comprehensive step-by-step process for purchaser account registration and instructions for requesting interpreting appointments, including user training details.

Procedures for Purchaser users to follow to order each of the services offered by the NWI

New Accounts – Contact your key account manager if you’ve never requested services from NWI before.

The key account manager will work with you to set up any applicable accounts on our end and provide further training on how to request specific services you may need.

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 7

Assigned Key Account Manager

Karina Zaher Email: kmzaher@nwiglobal.com Phone: 360-566-0492 ext. 313

Existing Accounts – If you requested from NWI before and have an existing account, please use the following request instructions depending on the service you need:

Service Request Instructions

On-site and pre-scheduled telephonic/video-remote spoken and ASL language interpreting

Use the NWI secure portal or email requests@nwiglobal.com

On-demand telephonic or video-remote interpreting

Follow the instructions provided to you by the account manager to access on-demand services. Training sessions can be provided to Purchaser users if needed.

Customer service/general questions

Call us at 360-566-0492

Training Information for New Users

Introduction Webinar/Interactive Training – NWI offers a scheduled introductory webinar/interactive training for new users, covering:

• An overview of the platform (IPI, OPI, and VRI).

• Step-by-step guidance on using features.

• Tips and best practices for a successful interpreting session.

mailto:kmzaher@nwiglobal.com mailto:requests@nwiglobal.com

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Online Tutorials & User Guides – Accessible from the dashboard and cover various aspects of the platform. Can be emailed to users who prefer not to log into the platform.

Ongoing Needs & System Changes

Periodic Training Sessions – NWI hosts quarterly or bi-annual training sessions for existing users to cover any new features or changes to the platform.

Feedback Mechanism – NWI allows users to provide feedback on their experiences, which can be used to improve the platform and tailor training sessions.

Notification of Updates – Whenever there are system changes or updates, NWI notifies users in advance via email, dashboard notifications, or SMS.

Additionally, NWI can provide detailed documentation or tutorials on how to navigate these changes.

Support – NWI offers support for users who may have questions or face challenges, always ensuring smooth user experience.

3. Interpreter – New User Registration, Training and Management: Describe Bidder’s detailed step-by-step process for Interpreter account registration. How does Bidder verify interpreter certification, background checks, and other required documentation? How long does this process take? How will Bidder train Interpreters on the Solution? Include information about training for new users, training for ongoing needs, and system change training. How will Bidder train Interpreters on the over the phone and video remote technology? Describe how Bidder will ensure Interpreter account information stays up to date.

75 points ☒ Yes

☐ No

Interpreter Account Registration Process

1. Visit the Interpreter Intelligence Portal (II Portal) – Interpreters initiate the process by visiting NWI’s II Portal.

2. Click on 'Register' – Interpreters will find and select the 'Register' option to begin their registration process.

3. Provide Personal and Professional Details – Interpreters are prompted to input their personal details, professional experience, areas of specialization, and language pairs they are proficient in.

4. Upload Necessary Documents – Interpreters need to upload their interpreter certification, any relevant educational qualifications, and other required documents.

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Verification Process

1. Interpreter Certification Verification – The uploaded interpreter certification is checked against a list of recognized institutions. The validity of the certificate is also verified.

2. Background Checks – A trusted third-party agency (WSP or equivalent) is utilized to carry out a background check. This is to ascertain the interpreter’s background, ensuring there's no history that might compromise NWI's or clients' trust.

3. Other Documentation – Each document uploaded is verified for authenticity. For instance, educational qualifications might be checked against issuing institutions.

4. Duration of Verification Process – Typically, the verification process can take anywhere from a few days to a month, depending on the completeness of the submitted documents, the responsiveness of verifying bodies, and the volume of applications being processed.

Interpreter Training

1. Training for New Users

• II Portal Training – New users will undergo a self-training tutorial on the II Portal. This self-training ensures they are familiar with the portal’s functionalities.

• Technical Training – Special self-training sessions focus on the technology aspects, particularly over-the-phone and video-remote interpreting. This will involve mock sessions, best practice demonstrations, and troubleshooting common technical issues.

• Ongoing Needs Training – Periodically, interpreters might need refreshers or updates on interpreting best practices, ethics, or specific industry knowledge. Self-training webinars and e-learning modules might be used for these purposes.

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• System Change Training – When there's a significant system change or update on the II Portal, a dedicated session will be organized. This can be in the form of self-training webinars, tutorial videos, or interactive e-learning modules.

Training on Over-the-Phone and Video-Remote Technology

• Hands-On Sessions – Interpreters are given access to dummy sessions where they can practice over-the-phone and video-remote interpreting without actual clients.

• Technical Support – A technical support team will be on standby to assist interpreters during their initial real sessions to ensure they are comfortable using the technology.

• Resource Materials – Manuals, FAQs, and troubleshooting guides specific to the technology will be provided.

Ensuring Up-to-Date Interpreter Account Information

• Regular Review Reminders – Interpreters will receive automated reminders via the II Portal to review and update their profiles every few months.

• Recertification Alerts – Prior to the expiration of any certification, the system will send multiple alerts to the interpreter to renew and upload the new certification.

• Feedback System – Interpreters receive feedback from clients, and based on the feedback, they may be advised to update certain aspects of their profile or skills.

Through these thorough steps, NWI ensures a smooth and comprehensive process for interpreter onboarding, self-training, and maintenance of their accounts.

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4. Interpreters Services: Recruitment, Retention, and Quality: Describe Bidder’s Interpreter vetting process and policies. What minimum criteria or qualifications are required from the Interpreters?

All Interpreters must be skilled to industry standards, expectations, and trends. Interpreters must have the proper certification based on the interpreting type of service. See Exhibit D - Contract Included Services for acceptable certifications. Describe Bidder’s process for verifying Interpreter acumen for general interpreting, as well as topic specific interpreting.

Describe Bidder’s process for vetting Interpreters who do not possess a current Washington State Department of Social and Health Services (DSHS) Language Testing and Certification (LTC) or Authorization. Describe Bidder’s recruitment strategies. Include information about Bidder’s marketing techniques and practices. Describe Bidder’s retention policies and practices. How does Bidder incentivize Interpreters to take jobs?

Does Bidder provide any type of professional development resources or educational opportunities to Interpreters? Provide list. How will Bidder ensure each Interpreter provides quality services? Describe how Bidder ensures availability of qualified Interpreters for languages of lesser diffusion. Describe recruitment process and any incentives the Bidder uses to ensure availability of qualified Interpreters for languages of lesser diffusion.

150 points ☒ Yes

☐ No

Interpreter Services - Recruitment, Retention, and Quality

NWI has a dedicated recruiting department which is well versed in recruiting qualified interpreters and language specialists. NWI’s policy regarding recruiting, selecting, and hiring interpreters is provided below.

All interpreters we work with have subject-matter expertise and relevant experience. Our interpreters specialize in a variety of fields, including government, social services, healthcare, and education. They have extensive experience in interpreting within these fields, including work for various organizations in our state and around the country.

We take the interpreter experience working in those fields into account prior to assigning such work to them. Each interpreter undergoes a qualifications assessment and vetting process facilitated by our vendor management team. Once the interpreter passes the qualifications assessment and is fully vetted, we can further track their experience, expertise, and other qualification items inside our scheduling system (II Portal), which has capabilities for organizing our interpreters by specialization, certifications, location, and other categories.

By having all interpreters in specific categories, our scheduling team can make well-informed decisions when assigning work to those interpreters.

This process assures that qualified interpreters are assigned to client requests.

Recruiting, Vetting, and Onboarding Strategies

The process of recruiting, selecting, and hiring interpreters is a part of our talent management cycle, which includes:

Recruiting – NWI identifies and recruits interpreters using various methods and tactics. Recruiting is done through inbound and outbound methods.

Some of the methods include searching for professional interpreters and reaching out to them, participating in targeted job fairs, sponsoring industry events, and working closely with language programs at colleges and universities. NWI also receives multiple resumes from potential interpreters on a daily basis and screens each one for qualification.

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Vetting – NWI has a comprehensive vetting process. It follows immediately after the recruiting process and involves a formal procedure to screen candidates for their professional qualifications. Minimum requirements (criteria) include: 1) a proven track record in the industry, showcasing their adaptability to industry standards, expectations, and current trends, 2) A valid certification or credential from accredited institutions like WA DSHS LTC, ATA, CCHI, NBCMI, or other recognized bodies is essential, depending on the interpreting type of service they offer.

Onboarding – If an interpreter is determined to be qualified, they are then onboarded following our formal onboarding policy. The elements of the onboarding process include familiarizing the interpreters with NWI requirements as well as with the customer’s requirements.

Maintaining – Once an interpreter is successfully recruited and onboarded, they undergo routine maintenance. Routine maintenance includes reviewing and maintaining interpreter files, updating interpreter credentials and compliance documents, providing interpreters with continuing education opportunities, communicating updated client requirements, and deactivating interpreters that are no longer active.

Acumen Verification & Professional Development

Language interpretation requires specialized skills that can take years to develop to a professional level, and much can go wrong when an inexperienced bilingual speaker is used to interpret instead of a trained interpreter.

One of the many advantages of using our independent contractor model is that NWI is not encumbered by the limitations of needing to hire bilingual speakers and then quickly provide in-house training on how to interpret.

Many interpretation service companies try to keep costs low by crash-training bilingual speakers to conduct the work of a professional that simply can’t be developed during condensed training courses.

In contrast, we prioritize contracting with highly qualified interpreters with at least 2 years of confirmed professional experience and 40 hours of training prior to working with our company. This ensures our interpreters are not learning the skills of interpreting while serving our clients — they

EXHIBIT B – PERFORMANCE REQUIREMENTS: NO. 18222 – SPOKEN LANGUAGE INTERPRETER SERVICES FOR IPI, OPI, & VRI (NON-CBA) PAGE 13 are already fully trained subject-matter experts with advanced levels of interpreting proficiency by the point at which we contract with them.

Vetting Interpreters without WA DSHS LTC Certification/Authorization

When WA DSHS LTC certification/authorization is not available, interpreters are vetted for third-party training programs such as:

• Northwest Translators & Interpreters Society (NOTIS) Training and

Continuing Education Workshops

• Oregon Health Care Interpreters Association (OHCIA) Health Care

Interpreters Training Program

• Washington State Registry of Interpreters for the Deaf Training and

Continuing Education Workshops

• Middlebury Institute of International Studies at Monterey’s

Interpretation & Translation Program

• Cross Cultural Health Care Program (CCHCP)’s “Bridging the Gap”

Medical Interpreter Training

• Boston University’s Medical Interpreting Program

• Southern California School of Interpretation’s Professional Interpreter

Program

NWI considers ongoing education and professional development to be instrumental to the quality of our interpreters. To routinely inform our interpreters about emerging standards and new client-specific terminology, NWI maintains a continuing education program with monthly newsletters and frequent email communication with our interpreters. To ensure the continued excellence of our interpreters, we also regularly distribute training updates that include:

• Compliance and regulations

• Interpreter ethics

• Industry-specific terminology

• Best practices and procedures

• Client-specific updates to protocols

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Our Interpreter Services Department notifies our interpreters of any ongoing education, training, and/or professional development opportunities that arise in their locale. Additionally, we strongly encourage all our interpreters to attend relevant seminars and conferences, enroll in upcoming interpreting and language courses, and increase their involvement with the local and regional language community so their interpreting skills and language proficiency continue to develop along with the industry. Additionally, NWI’s interpreters have access to interpreting courses through VoicesACADEMY.

VoicesACADEMY is accredited by the American Translators Association (ATA), Washington State Department of Social & Health Services, the Certification Commission for Healthcare Interpreters (CCHI), the International Medical Interpreters Association (IMIA), and the Registry of Interpreters for the Deaf (RID)’s Associate Continuing Education Tracking (ACET) program.

These specialized online courses are designed broadly for interpreters in any language (including languages of lesser diffusion), can be accessed at any time, and allow interpreters to earn continuing education credits.

Training sessions last from 20 to 70 minutes. Interpreters must complete a test at the end of each training module to obtain continuing education credits. Courses provide training in a range of interpreting topics, enabling interpreters to expand their skill set and enhance their professional practice. VoicesACADEMY also offers a number of interpreter resources, such as online glossaries with thousands of terms.

Policies and Practices for Retaining Interpreters

Fair Rate – NWI recognizes and value the independence of our interpreters.

Being independent contractors, they have the autonomy to set their own rates, ensuring a fair compensation that aligns with their expertise and the market standards.

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Commitment to Professional Growth – Our firm is deeply rooted in the belief of ongoing education. Interpreters associated with us benefit from:

1. Access to a variety of self-training modules tailored for their professional enhancement.

2. Opportunities to attend third-party workshops, seminars, and courses, enabling them to gain experience and further hone their skills.

Quality Assurance Mechanism – Excellence in service is our top priority. To uphold the standards, we are committed to:

• Gather and analyze feedback from our clients.

• Provide timely feedback to interpreters.

• Gather interpreter feedback on how we can improve.

This approach not only assures the best experience for our clients but also provides interpreters with a supportive environment.

Languages of Lesser Diffusion

NWI acknowledges the unique challenges and importance of sourcing interpreters for languages of lesser diffusion. Ensuring access to interpreters for these niche languages reflects our commitment to diversity and inclusiveness. Here's how we ensure the availability of these specialized interpreters. Targeted recruitment includes:

College/University Collaborations – Recognizing that academic institutions are hubs for linguistic diversity and expertise, NWI actively partners with linguistic departments in various colleges/universities. This enables us to tap into a rich pool of students and professionals who possess expertise in less common languages.

Cultural Associations – We also collaborate with cultural associations, understanding that these groups often represent communities where less common languages are spoken. By doing so, we can connect with native speakers and experts in these languages, further broadening our interpreter network.

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Fair Rate – Interpreters have the autonomy to set their own rates. We recognize that languages of lesser diffusion demand a unique skill set, often resulting from years of dedicated study or cultural immersion. Due to the rarity of their expertise, these interpreters generally command higher rates, which NWI respects and acknowledges.

Timely Reimbursement – Cash flow is fundamental for independent professionals. At NWI, we prioritize timely reimbursement to all interpreters. This not only builds trust but also encourages interpreters, especially those specializing in niche languages, to continue their association with us. Prompt payment signifies our respect for their skills and our commitment to maintaining a fruitful, long-term professional relationship.

In sum, our approach combines targeted recruitment strategies, a fair compensation system, and prompt payment practices to ensure that we have a reliable and dedicated team of interpreters for languages of lesser diffusion. This ensures that our clients always have access to high-quality interpreting services, regardless of the language they require.

5. Ability to Manage, Schedule and Coordinate Services: How will Bidder meet statewide service needs and stay in compliance with this Statewide Contract? Provide details about project management techniques, ensuring regional coverage, ensuring technological coverage, etc.

Describe Bidder’s competitive advantage and unique features of their services. What is the availability and customer technical support resolution?

150 points ☒ Yes

☐ No

NWI is able to meet statewide service needs and stay in compliance with the Statewide Contract. Below are a few examples of NWI’s innovative and creative approaches for providing services that will maximize efficient, cost-effective operations, and increased performance capabilities.

Services Offered by NWI to Meet Statewide Service Needs

In-person Interpretation Services – NWI has been providing in-person interpretation services in Washington since 1992. To date, we have filled over 1.2 million requests for our clients (including the State of Washington). NWI facilitates services with credentialed interpreters who are fluent in English and any of 200+ languages our clients may require.

What our enterprise clients get when accessing in-person interpretation service through NWI includes:

• Certified/vetted interpreters in over 200 languages, including American Sign Language.

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• Interpreters with subject-matter expertise. Examples include healthcare and education.

• Interpreters in all geographical locations of Washington.

• Interpreter accessibility on a standard or rush basis.

• Interpreter availability on weekdays, nights, weekends, and holidays.

• Secure online scheduling using our portal.

In addition to the above, NWI provides the following enterprise-level services specifically for the State of Washington.

• Single point of contact for all requests.

• Dedicated account management and scheduling teams that are trained on the customer’s service requirements.

• Consistent interpreters throughout various programs.

• Ability to handle a variety of requests, including individual, small group, and side-by-side interpretation.

• Access to the customer’s required languages, with new languages being added daily. This includes languages combinations which do not include English as one of the languages in the language pair (example:

Mandarin <> Cantonese).

• Customized billing, invoicing, and reporting to assist the customer with their data and information needs.

Over-the-Phone Interpretation Services – NWI has always leveraged technology to advance our on-demand interpretation services. NWI operates a telephone system, which uses a proprietary platform that integrates our ACD (automatic call distributor) platform with multichannel queuing, voicemail, unified messaging, agent screen capture, and call recording. We continue to develop new capabilities, such as:

• NWI’s customized interface blends both phone and order entry applications to seamlessly and quickly gather billing information, and

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• A customized call routing solution for healthcare systems with our LEP direct dial line.

• Access to all 230 audio languages from within our Video Remote Interpreting (VRI) solution, without needing to call NWI separately.

• A smooth process for sending documents that require sight-translation to over-the-phone interpreters.

• The ability to easily pre-schedule interpreters for languages of lesser diffusion.

Video Remote Interpretation Services – NWI’s VRI solution includes many features such as:

• Sessions allowing multiple parties to be connected by video and/or audio.

• Easily scheduling VRI sessions in advance or request interpreters on demand.

• Quickly initiating pre-scheduled VRI sessions.

• Providing a customized layout that shows each client’s most requested languages at the top for ease of access.

• A smooth process for sending documents that require sight-translation to VRI interpreters.

• An expanded support/FAQ menu for easy self-service.

• An added visual component at the top of each screen that automatically identifies whether it registers the audio and video necessary to conduct a VRI session.

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Project Management Techniques

NWI has a hybrid approach to project management. For strategic-level projects, we utilize traditional project management methodologies. Such methodologies include project initiation, planning, execution, monitoring/control, and closing. For individual interpretation service requests, which are treated as their own unique projects, we utilize an agile approach. This allows us to quickly secure vetted interpreters for our clients.

The project management components are described in the sections below.

They include logistics and account management.

Logistics Management – The NWI interpreter scheduling team is responsible for fulfilling all client requests for interpretation services. The goal of the scheduling team is to fill every service request received from our clients. Once a service request is filled, the scheduling team provides ongoing support for the client until the service takes place and is completed, as well as after the service as needed.

Some of the typical service-related matters that may come up include:

• Request service – Place a new service request.

• Change service – Make a change to an existing service request.

• Report an issue – Issues may include interpreters running late, not showing up at all, and more.

• Get help identifying a language – Sometimes consumers speak multiple languages. NWI will help the customer identify those languages to ensure an interpreter can be secured.

• General questions/comments – Assist the customer with general questions/comments related to service scheduling and logistics.

NWI utilizes a state-of-the-art, secure online scheduling system (II Portal) to help manage all interpreter requests. With the help of the II Portal, we are

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More importantly, the II Portal provides our scheduling team with the necessary tools to ensure qualified and vetted interpreters are secured for the customer’s service requests.

Account Management – At NWI, we manage our client relationships with a friendly, personalized touch and customized account teams staffed with the most skilled, appropriate people for each client’s needs. NWI has streamlined our processes to ensure we provide efficient, supportive services with an experienced management team, delineated staff organization, extensive quality control measures, and a solid supervisory process in place.

A few of the aspects that guide our client services program and how our client accounts are managed include:

• Attentive Account Team – NWI provides our clients with a key point-of-contact and a responsive, dedicated account team, including an implementation specialist. NWI has invested in tools, such as shared email and voicemail, customer relationship management software, laptops, and collaboration software, to ensure that, no matter who assists the customer’s staff during and after implementation, every member of your NWI account team will have the latest information at their fingertips.

• Open Communication – NWI prioritizes open communication with all of our clients prior to, during, and after implementation. This includes on-site visits, emails, conference calls, and phone calls, and responding very quickly to your questions, concerns, and needs.

• Being Proactive – During your implementation/expansion and soon thereafter, NWI will check in with the customer to ask how everything is progressing and is always available to promptly address any questions or concerns on an ongoing basis.

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• Aligning with the Customer’s Vision – Every client has a unique vision.

At NWI, our goal is to provide a solution to our clients that works within their established framework and priorities. This includes our implementation strategy. Your dedicated account team is highly flexible and will create a customized implementation plan based on the customer’s current and projected needs.

• Regular Audits – To ensure compliance with the statewide contract, our internal audit team will conduct regular assessments.

Ensuring Regional Coverage in Washington State

• Regional Teams – We will divide Washington into different regions as defined in the Competitive Solicitation, with a dedicated team assigned to each region, ensuring timely service delivery, and understanding of local requirements.

• Local Partnerships – Collaborating with local service providers and vendors will ensure faster response times and knowledge of regional nuances.

Ensuring Technological Coverage

• State-of-the-art Interpreter Scheduling System – To manage customer and interpreter interactions, record service requirements, and ensure no region or customer is left out.

• Cloud Infrastructure – Ensures all our tools and applications are always online, scalable, and can be accessed remotely.

• Mobile Applications – For field agents to quickly report, update and resolve issues.

• Regular Training & Workshops – To make sure our teams stay updated with the latest techniques, tools, and compliance requirements.

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NWI’s Competitive Advantage & Unique Features

• 31 Years of Experience – With over three decades of providing unparalleled services, our long-standing history bears testimony to our commitment, resilience, and expertise.

• Customer-Focused Approach – At the heart of our operations lies a genuine concern for our customers. We prioritize their needs, feedback, and satisfaction, ensuring tailored solutions that cater directly to their unique requirements.

• State of Washington Contracts – Our various contracts with the State of Washington have not only given us a deep understanding of state requirements but also a proven track record of reliability and excellence.

• Comprehensive Service Package: While others might offer piecemeal solutions, we provide an end-to-end service package.

• Extensive Pool of Certified/Credentialed Interpreters – We boast an extensive array of certified and/or credentialed interpreters proficient in both common languages and languages of lesser diffusion. This ensures that no matter the linguistic needs, we can address them efficiently and accurately.

• Innovative Service Delivery Platforms – With our "Bring Your Own Device" initiative, users can seamlessly access our platforms on their personal devices, ensuring convenience, accessibility, and real-time solutions.

• Equity and Diversity Focus – We firmly believe in promoting and practicing equity. Our operations and services are built on inclusiveness, ensuring that people from all backgrounds feel valued.

• Sustainability Focus – Beyond our immediate services, we're committed to a larger cause - the environment. Our operations are designed to be eco-friendly, minimizing our carbon footprint and promoting green initiatives.

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• Technological Integration – Our innovative platforms and tools make service access, communication, and resolution a breeze for our clients.

Availability and Customer Technical Support Resolution

• Customer Support – We offer support via phone and email.

• Dedicated Support Team – Segregated by regions to understand local nuances better.

• SLAs (Service Level Agreements) – We commit to mutual SLA resolution times, ensuring that most critical issues are addressed within hours.

In summary, our company not only possesses the infrastructure and expertise to meet statewide service needs but also the commitment to ensuring that Washington state residents receive the highest quality of service. Our competitive advantage lies in our deep regional insights, technological edge, and unwavering commitment to customer satisfaction.

6. Remote Interpreting – Over the Phone and Video Remote: Describe how Bidder will implement an over the phone and video remote spoken language interpreter services program.

Include information about how Bidder will acclimate Interpreters who typically provide “in-person” interpreting to “remote” (OPI/VRI) interpreting. Does Bidder plan to implement an on-demand interpreting program? If yes, describe parameters of the program. Include details and timeline of plan.