Attachment_D_Summary_of_Bidder_Qualifications_PRF75 Revised 4.7.21~1.docx

Attachment D PRF75 Foreign Language Interpretation and Translation Services Detailed Description of Bidder’s Qualifications Amended 4.7.21

Please submit a 1 page 2-3 page single spaced with size 12 font Word document including a description of services to be provided by the Bidder including items listed on List A and List B (if providing Telephonic/Video Remote Interpretation Services) as they relate to your status:

Companies List A

· Experience in Industry (including information on contracts you have in the public sector within the last three (3) years, with dates and the number of personnel used in each location

· Identify your three (3) largest customers in Massachusetts (if applicable)

· Identify your three (3) largest local or state government customers (if applicable)

· Describe the scope of services performed during your years in business

· Photocopies of Certifications/Licenses/Affiliations/Memberships (scanned)

· Professional Development of Staff and Subcontractors

· CORI/SORI background check process

· Hiring Practices/Competency Screening/Testing for Staff and Subcontractors in language(s) and skills/Orientation/Attendance/Punctuality Policies

· Q/A Program

· Experience required for applicants

· Processing requests

· Invoicing

· Letter from CPA if indicating Bidder’s company is in good financial standing (if applicable)

· Proof of Worker’s Compensation Coverage (this does not need to be submitted at the time of the RFR submission)

Contractors Providing Telephonic/Video Remote Interpretation Services List B

· Contractors shall comply with all Federal and State wiretapping and recording statues, including MGL Chapter 272, Section 99 by not directly or indirectly monitoring, taping, intercepting, or recording conversations without explicit consent;

· The Contractor shall provide both scheduled and unscheduled telephonic interpretation services for non-English speaking individuals 24 hours a day and 7 days a week;

· Contractors shall provide, at no extra cost to the Purchasing Entity, a dedicated, toll-free, number to access interpretation services. All costs for this toll-free access will be borne by the Contractor;

· Contractors shall not require the Purchasing Entity to purchase or obtain a specific type of equipment to access telephonic interpretation services;

· The Contractor must respond to incoming calls/requests for services within an average of 15 seconds (for a live agent) or 5 seconds (for an automated voice response system);

· The Contractor shall maintain an average monthly successful connection (to interpreter) time, for all languages provided, of 30 seconds or less.

· All Interpreters provided by the Contractor shall be pre-qualified, tested and trained for industry standard terminology and agree to adhere to the American Society of Testing and Materials (ASTM) standard interpretation guide;

· The Contractor shall provide 24-hour, toll free, Customer Support line manned by live representatives;

· Contractors must prioritize emergency, time critical, and non-time critical calls; (i.e. hotline and emergency room, case worker in the field). Please describe your process for prioritizing emergencies.

· For conference call or Video Remote Interpretation (VRI) billing purposes, the contractor may bill only for the actual time an interpreter participates on a call. The time required to set-up the conference call prior to the interpreter joining the call and any continuation of the conference call once the interpreter has dropped off, will not be chargeable time. The contractor may not terminate the conference call at any time before all parties to the call have dropped off, regardless of whether the services of the interpreter are no longer needed. (i.e. the Contractor must maintain the conference call connection as long as at least 2 parties are still connected.) There will be an announcement at end of call or VRI, so all parties can disconnect.

· The Contractor shall provide an Account Team that is dedicated to support the activities provided under this initiative.