1-26-014 Language Services RFP.pdf

REQUEST FOR PROPOSALS #26-014

FOR

LEP LANGUAGE SERVICES

INCLUDING: INTERPRETATION, TRANSLATION,

BILINGUAL STAFF ASSESSMENTS & TRAINING

SERVICES

Issued by

WAKE COUNTY GOVERNMENT

I. INTRODUCTION

1.1 OVERVIEW

Wake County, North Carolina (“The County”) is seeking proposals from qualified firms to provide over-the-phone, video, on site, and in-the-field Interpretation services during normal business hours, after-hours, and weekends, and to provide written translation services, training services, and bilingual staff assessments during normal business hours. Services are to be delivered at multiple service locations and sites across Wake County departments and municipalities.

It is expected that this service will begin July 1, 2026. Throughout this Request for Proposals (“RFP”), the “Proposer” refers to qualified firms or individuals that submit Proposals and the “Vendor” refers to the Proposer who is selected to provide the services described within this

RFP.

1.2 Background

Wake County provides excellent public service through collaborative, inclusive and sustainable solutions that prioritize the well-being of our community. Wake County wants all individuals to be capable of connecting with county programs and activities. Language access is the ability for people with limited English proficiency (LEP) to access the same services as English speakers, but in their own language. Our goal is to break down language barriers whenever a person does not read, speak or understand English well, including people who speak American Sign Language (ASL).

1.3 Scope of Work

Interested vendors should be able to:

• Provide consecutive and/or simultaneous interpretation during customer interviews, medical visits, family visitations, community trainings, walk-in client visits, agency visits within a client’s home, any other necessary locations and other related events via over-the-phone, in-person and/or video remote services.

• Discuss the availability and management of interpreter and/or translator continuing education, cultural competence training and/or code of ethics.

• Demonstrate continuous effort to improve and meet our county’s operational needs, minimize customer wait time, streamline work processes, and work cooperatively and jointly to provide quality seamless service to internal and external customers.

• Outline a definitive plan for delivering high quality and efficient services in a cost-competitive manner.

• Provide a detailed description of quality control procedures/systems for interpretation and written translation service delivery.

• Discuss the availability and capacity of innovative technology solutions and service access systems

• Discuss portals and platforms for tracking and reporting service utilization data across Wake County departments, programs, and time.

Proposals may include some, or all, of the following service components:

1. Spanish; Over-the-phone, On Demand Interpretation

2. Other Non-English Languages; Over-the-phone, On Demand Interpretation

3. Spanish; On-Site, Face-to-Face Interpretation

4. Other Non-English Languages; On-Site, Face-to-Face Interpretation

5. American Sign Language (ASL); On-Site, Face-to-Face Interpretation

6. Video Remote Interpretation for ASL, Spanish & Other Non-English Languages

7. Remote & On-Site Simultaneous Interpretation

8. Written Translation of Documents

9. Bilingual Employee Language Assessments

10. Interpretation & LEP Training Services

Independent ASL interpreting contractors must possess and maintain a valid NC Interpreter/Transliterator License. Both independent and agency ASL interpretation contractors are expected to follow and uphold the Registry of Interpreters for the Deaf, Incorporated “Code of Professional Conduct”.

1.4 County Support and Involvement

Wake County shall be responsible for identifying and assigning eligible clients to the Provider for services. Wake County will designate a point of contact responsible for collaborating with the Provider regarding services under each agreement.

1.5 Estimated Schedule

Event Date RFP Issued 2/23/2026 Deadline for Questions/Clarifications 3/3/2026 by 5:00 PM Addenda issued – questions/clarifications answered

3/10/2026

Responses Due 3/25/2026 by 3:00 PM Evaluation of Responses March 2026 through May 2026 Contract Start July 1, 2026

II. Submission Criteria

2.1 Interested vendors must submit an electronic proposal with all supporting material through the Bonfire link on the County’s website.

2.2 Proposal Format

Proposers shall prepare their proposals in accordance with the instructions outlined in this section. Proposals should be prepared as simply as possible; the proposal must provide a straightforward, concise description of the Proposer’s capabilities to satisfy the requirements of the RFP. Utmost attention should be given to accuracy, completeness, and clarity of content. All parts, pages, figures, and tables should be numbered and clearly labeled. The proposal should be organized into the following major sections with tabs for each section:

PROPOSAL

Title Page Letter of Transmittal Table of Contents Sections:

1.0 Executive Summary

2.0 Scope of Services

3.0 Client References for Similar Assignments

Instructions relating to each part of the response to this RFP are defined in the remainder of this section. Response information should be limited to pertinent information only. Marketing and sales type information is not to be included.

1.0 Executive Summary

(Proposal Section 1.0) This section of the response should be limited to a brief narrative summarizing the Proposer’s proposal. The executive summary shall, at a minimum, include an identification of the proposed service team, responsibilities of the service team, and a summary of the proposed services. This section should highlight aspects of the proposal that make it superior or unique in addressing the needs of the County. Please note that the executive summary should identify the primary engagement contact. Contact information should include a valid e-mail address, fax number, and a telephone number.

2.0 Scope of Services

(Proposal Section 2.0) This process is designed to meet the County’s interpreting service needs with as few vendors as possible to ensure an adequate level of service. Please address each of the following in this section:

a. Description of employee background checks: verification of education, language proficiency, skills, credentials and licensure.

b. Fee Schedules should break down fees by business hours (8 a.m. to 5 p.m.), after hours, weekends, emergencies and holidays.

c. On-site interpretation should specify minimum appointment time with the price being inclusive of any mileage within Wake County.

d. Over-the-phone Interpretation should be priced per minute and include a list of available languages.

e. Video Remote interpretation fees should include per minute cost, languages available, and any applicable device fees/licenses.

f. Written translation may be priced per page or per word and by document type.

Any minimum due should be stated.

g. A listing (with pricing) of available Bilingual Employee Language Assessments for general (non-medical/clinical) county employees and licensed medical providers.

h. One completed Attachment A (Cover Page) and a separate Fee Schedule must be attached for each indicated service.

i. Number of staff and shortest possible response times (i.e., within 30 minutes, 1 hour, etc. for certain languages) available to interpret or translate the following local refugee community languages/dialects: Jarai, Karen, Hmong, Dari and Pashto; and list any special conditions.

j. State expected wait time, capacity and any service guarantees.

k. Description of cancellation policy including minimum notice required.

l. Process for handling late arrivals and “no-shows”, including fee, if applicable (for on-site appointments).

m. Provide details regarding the process for scheduling services and any electronic service coordination and/or scheduling portal options.

n. Description of billing practices to ensure clearly identified individual program, service billing and provide invoice examples.

o. Description of systems and processes for responding to reported customer concerns with the vendor service, including any instructions for the county on optimal use of the system to ensure prompt resolution.

3.0 Client References

(Proposal Section 3.0) The County considers references to be important in its decision to award a contract. Failure to provide this information will result in the proposal being considered non-responsive.

Please provide a comprehensive client listing with year(s) in which your firm provided services.

Also provide at least three current clients who we may contact. References should be clients similar in size to the County. Please give their company name and mailing address, telephone, and email of the contact person.

Reference #1 Reference #2 Reference #3

Company

Contact Name

Contact Title

Contact Phone

Mailing Address

Email

III. Evaluation Criteria

3.1 Selection Participants

The County has established a team of staff members to evaluate Proposer responses. This team of employees will be responsible for the evaluation and rating of the proposals and conducting interviews.

3.2 Evaluation of Proposals

Responses will be evaluated based on criteria including but not limited to:

1. Compliance with the RFP requirements; quality, clarity and completeness of services proposed in relation to the response to the scope of work. The Proposer shall provide a work plan that describes how they intend to provide the services described in the Scope of Work and how the Proposer can meet the needs of the County within the proscribed time frame; and,

2. Respondent’s Proven, Knowledge, and Experience to include but not be limited to:

a) Quality of Methodology/Technical Approach; does the methodology depict a logical, optimal approach to fulfilling the requirements of the RFP; and,

b) Understanding of the service as outlined in the RFP; and

c) Experience in providing high quality services of similar type or work in this RFP, your organization’s experience as it pertains to providing services similar in size, complexity, and scope to those required under this RFP and in the manner required pursuant to this

RFP.

d) Knowledge of best practices; and,

3. Demonstrated experience with similar type work and references: Capability of the

Proposer to undertake and support services as described by this Request for Proposals based on reputation and customer references regarding the Proposer's performance for organizations with needs similar to the County's, particularly in the government sector;

and,

4. Cost effectiveness and value of proposal; and,

5. Qualifications of key personnel/management team; and,

6. Service schedule to include service deliverables within the timeframe desired by the County; and,

7. Other criteria deemed appropriate by the County Service Team.

ATTACHMENT A – COVER SHEET

Name of Organization:

Organization Tax Identification:

Name and Title of Proposal Contact:

Mailing Address:

Phone Number:

Email Address:

Name and Tile of Person Authorized to sign Contract:

Mailing Address:

Phone Number:

Email Address:

Please check all boxes for which you are submitting a proposal:

1. Spanish; Over-the-phone, On Demand Interpretation

2. Other Non-English Languages; Over-the-phone, On Demand Interpretation

3. Spanish; On-Site, Face-to-Face Interpretation

4. Other Non-English Languages; On-Site, Face-to-Face Interpretation

5. American Sign Language (ASL); On-Site, Face-to-Face Interpretation

6. Video Remote Interpretation for ASL, Spanish & Other Non-

English Languages

7. Remote & On-Site Simultaneous Interpretation

8. Written Translation of Documents

9. Bilingual Employee Language Assessments

10. Interpretation & LEP Training Services

By signing below, I acknowledge that all information included in the attached Services Proposal Package is accurate and that all appropriate forms, attachments, and documents have been provided as requested.

Chief Executive Officer Date