Countywide_Language_Services:_On-Site,_Document,_ASL,_and_OPI_Support_(Addendum_#3_Revision).pdf

REQUEST FOR PROPOSAL

2025-RFP-0067

COUNTYWIDE LANGUAGE SERVICES: ON-SITE, DOCUMENT, ASL,

AND OPI SUPPORT

County of Sacramento

9660 Ecology Lane

Sacramento, CA 95827

RELEASE DATE: October 3, 2025

DEADLINE FOR QUESTIONS: October 22, 2025

RESPONSE DEADLINE: November 7, 2025, 2:00 pm

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

https://secure.procurenow.com/portal/saccounty https://secure.procurenow.com/portal/%7bproject.government.code%7d

County of Sacramento

REQUEST FOR PROPOSAL

Countywide Language Services: On-Site, Document, ASL, and OPI

Support

1. Definitions

2. Introduction

3. Proposer's Instructions

4. Basis for Award

5. Final Acceptance

6. Scope of Services

7. Vendor Submissions

8. Pricing Table

9. Sacramento County Standard Terms and Conditions

10. Additional Terms and Conditions

11. Environmental Purchasing Policy

12. Insurance Requirements for Contractors

Attachments:

A - 3003 Artificial Intelligence Policy

B - Risk_Assessment_Questionnaire

C - SCOPA_Cooperative_Procurement_Alliance_Terms

Request for Proposal #2025-RFP-0067 Title: Countywide Language Services: On-Site, Document, ASL, and OPI Support

1. Definitions

Response: The written, signed and sealed complete document(s) submitted according to the proposal instructions. Response does not include any verbal or documentary interaction apart from submittal of a formal Response.

Request/Proposal/Bid: The completed and released solicitation, including all subsequent addenda, made publicly available to all prospective proposers.

We/Us/Our: Terms that refer to the County of Sacramento, a duly organized public entity. They may also be used as pronouns for various subsets of the County organization, including, as the context will indicate:

• Purchasing - the Contracts and Purchasing Services Division of the Department of General

Services.

• Department/Division – The department or division requesting the goods or services contained in this request, for which this PROPOSAL is prepared and which will be the end user of the requested goods or services.

• Constituency – the client base or County population which may benefit from the procurement of goods and/or services requested herein.

You/Your: Terms that refer to businesses/individuals submitting a response. The term may apply differently as the context will indicate.

• Supplier - A business entity engaged in the business of providing services.

• Proposer - A business entity submitting a Response to this proposal. Suppliers which may express interest in this proposal, but who do not submit a Response, have no obligations with respect to the proposal requirements.

• Contractor - The Proposer(s) whose Response to this proposal is evaluated as meeting the needs of the County. Contractor(s) will be selected for award, and will enter into a contract(s) for provision of the services described in this proposal.

• Contractor’s Employee - All persons who can be offered to provide the services described in the proposal. All employees of the Contractor shall be covered by the insurance programs normally provided to persons employed by a company (ex: Worker’s Comp, SDI, etc.).

Mandatory: A required element of this request/proposal/bid. Failure to satisfy any element of this request/proposal/bid defined as “mandatory” will disqualify the particular response.

Default: A failure to act as required by any contract resulting from this request, which may trigger the right to sue or may excuse the other party's obligation to perform under the contract.

Cancellation/Termination: A unilateral or mutual decision to not complete an exchange or perform an obligation under any contract resulting from this request.

“Or Equal”: A statement used for reference to indicate the character or quality desired in a requested product or service. When specified in a proposal document, equal items will be considered, provided the response clearly describes the article. Offers of equal items must state the brand and number, or level of quality. When brand, number, or level of quality is not stated by proposer, the offer will be considered exactly as specified. The determination of the Purchasing Agent as to what items are equal is final and conclusive.

2. Introduction

2.1. Summary

The County of Sacramento is issuing this Request for Proposal (RFP) to solicit multiple qualified

Contractors for the provision of comprehensive language access services that support the County’s commitment to equity, inclusion, and accessibility. The selected Contractor(s) will provide professional services in the following areas:

• On-site interpretation for real-time communication across County departments

• Document translation for written materials, forms, and public-facing communications

• American Sign Language (ASL) interpretation to ensure accessibility for Deaf and hard-of-hearing individuals

• Over-the-phone interpretation (OPI) for remote, on-demand language support

In addition to these core services, the County may request supplemental accessibility services to meet the needs of individuals with disabilities, in alignment with the Americans with Disabilities Act (ADA) and other inclusive service standards. These may include—but are not limited to—captioning, tactile interpretation, Certified Deaf Interpreter, and alternative format document preparation, including

Braille.

Sacramento County serves a richly diverse population, and this RFP reflects its dedication to removing communication barriers and ensuring that all residents have meaningful access to public programs and services. Contractor(s) are expected to demonstrate cultural competence, linguistic accuracy, and the ability to deliver services with professionalism, timeliness, and sensitivity to individual needs.

There is no guaranteed purchasing volume for any Contractor(s) utilized under this contract resulting from this RFP. Given the multi-year nature of this need, County usage may fluctuate based on changing economic conditions and budget allocations.

The initial contract period is estimated to be April 1, 2026, through March 31, 2027, with the option to extend for up to four additional one-year increments through March 31, 2032, pending Sacramento

County Board of Supervisors approval. The contract will be subject to the same terms and conditions upon execution by the Contract and Purchasing Services Division.

This RFP is part of a cooperative purchasing agreement through the Lead Participating Agency, County of

Sacramento, for SCoPA (Sacramento County Procurement Alliance), a collaboration that allows the

County and other Governmental, Educational, and Non-Profit entities to benefit from collective purchasing power. As a result, any selected bid may be utilized by additional participating entities, providing expanded visibility and potential for additional opportunities.

2.2. Contact Information

Any inquiries or requests regarding this solicitation must be submitted via OpenGov. Contact with unauthorized County personnel during the selection process may result in disqualification.

Maria Cojocari

Contract Services Officer

9660 Ecology Lane

California, CA 95827

Email: cojocarim@saccounty.gov

Phone: (916) 876-6363

Department:

DGS: CAPSD - Procurement

Department Head:

Brandalyn Tramel

Purchasing Agent

2.3. Timeline

Release Project Date October 3, 2025

Question Submission Deadline October 22, 2025, 2:00pm

Addendum Issued (if necessary) November 5, 2025, 2:00pm

Submission Deadline November 7, 2025, 2:00pm mailto:cojocarim@saccounty.gov tel:(916)876-6363

3. Proposer's Instructions

General Format: Respond to all requests for information and completion of forms contained in this

Request for Proposal. You may use additional sheets as necessary. A qualifying response must address all items. Brochures and advertisements will not be considered a complete reply to requests for information and will not be accepted as such. Proposer is solely responsible for accuracy and completeness of proposal response and for electronically separating confidential documents when submitting their response through SacCountyEbids. Responses considered incomplete may be rejected.

Alteration of Proposal Text: the original text of this proposal document, as well as any attachments, amendments or other official correspondence related to this proposal document, may not be manually, electronically or otherwise altered by proposer or proposer’s agent(s). Any response containing altered, deleted, additional or otherwise non-original text will be disqualified.

Preparation of Response:

A. All responses must be signed by an authorized officer or employee of the responder.

B. Responses must be submitted prior to the specified date and time, using the SacCountyEbids.

Responses delivered by hand, fax, telephone, e-mail, or any postal carrier will not be accepted. If bidder uploads a file to SacCountyEbids, it is bidder responsibility to ensure the file is not corrupt or damaged. If County is unable to open an attachment because it is damaged, corrupt, infected, etc., it may disqualify bidder’s submission. See this training guide for guidance entering your online response.

C. Time of delivery must be stated as the number of calendar days following receipt of the order by the proposer to receipt of the goods or services by the County.

D. Time of delivery may be a consideration in the award.

E. Prices will be considered as net if no cash discount is offered. If a discrepancy between the unit price and the item total exists, the unit price prevails.

F. Shipping Terms: N/A; Payment Terms: NET/30.

Confidential Information/Public Record: All responses become property of the County. All responses, including the accepted proposal and any subsequent contract, become public records per the requirements of the California Government Code, Sections 6250 -6270, “California Public Records Act”.

Proprietary material must be clearly marked as such. Pricing and service elements of the successful proposal are not considered proprietary information.

The County will treat all information submitted in a proposal as available for public inspection once the

County has selected a contractor. If you believe that you have a legally justifiable basis under the

California Public Records Act (Government Section 6250 et. seq.) for protecting the confidentiality of any information contained within your proposal, you must identify any such information, together with the legal basis of your claim in your proposal, and present such information separately (see "Confidential" section in Vendor Submissions) as part of your response package.

https://secure.procurenow.com/portal/saccounty https://secure.procurenow.com/portal/saccounty https://secure.procurenow.com/portal/saccounty http://help.procurenow.com/en/articles/5815468-opengov-procurement-vendor-training

The final determination as to whether the County will assert your claim of confidentiality on your behalf shall be at the sole discretion of the County. If the County makes a determination that your information does not meet the criteria for confidentiality, you will be notified as such. Any information deemed to be non-confidential shall be considered public record.

4. Basis for Award

This proposal award will be determined by factors other than price alone. The County’s sole purpose in the evaluation process is to determine from among the Responses received, which one is best suited to meet the County’s needs. Any final analysis or weighted point score does not imply that one proposal is superior to another, but simply that in our judgment the proposal(s) we select offer(s) the best overall solution for our current and anticipated needs. The County reserves the right to make modifications to any scoring and/or weight structure prior to the evaluation of responses. The responses will remain sealed during the proposal evaluation period, and will be made available for public inspection upon notice of proposal award.

Bid responses will be considered valid for a period of 180 calendar days after bid closing date above.

Note: All specifications, terms and conditions of this request will apply to any resulting order.

4.1. Scoring Criteria

The County of Sacramento will evaluate proposals based on the following weighted criteria. Awards will be made to the top three highest-scoring Contractors in each service area. Contractors can be awarded in multiple categories.

Qualifications and Experience - 21.14%

Service Area Expertise - 19.51%

Cost Proposal - 13.02%

Cultural Competence and Accessibility - 11.38%

Compliance and Confidentiality - 11.38%

Quality Assurance and Reporting - 8.94%

Risk Assessment - 8.13%

Service Delivery and Responsiveness - 6.5%

4.2. Additional Considerations:

During the course of evaluations, the Evaluation Committee may:

A. Choose to contact officials from other jurisdictions regarding the Proposer, their prior work experience, and their ability to successfully complete the scope of services.

B. Request clarification or additional information from a Proposer in order to assist in the evaluation process. This process may not be used as an opportunity to submit missing documentation, change pricing, or make major revisions to the original response.

C. Require changes in the scope of services, as deemed necessary by the County, before Contract execution.

D. References will be contacted by email only; the County will make up to three (3) contact attempts, and failure to receive a response may result in a lower score for the reference evaluation category.

5. Final Acceptance

Equipment/Supplies/Services

The County of Sacramento will agree to final acceptance only after the supplied equipment, product or service is tested and is found to perform within acceptable standards of operation, is in compliance with all published and implied performance standards, and is considered by the County to be ready for practical application.

6. Scope of Services

6.1. Important Instructions for Electronic Submittal

The County is accepting electronic bid submissions. Bidders shall create a FREE account with OpenGov

Procurement by signing up at Sign Up (opengov.com). Once you have completed account registration, browse back to this page, click on "Submit Response", and follow the instructions to submit the electronic bid.

6.2. Proposal Submissions

Contractors are invited to submit proposals in response to this Request for Proposals (RFP) for language access and communication services. The County of Sacramento recognizes that Contractors may specialize in different areas of service and encourages submissions that reflect each Contractor’s strengths and capacity.

Service Areas:

A. On-Site Interpretation Services

B. Document Translation Services

C. American Sign Language (ASL) Interpretation Services

D. Over-The-Phone Interpretation Services

Contractors may choose to submit a proposal for:

• All four service areas, or

• One or more specific areas

All proposers must respond to:

• General Questions: These apply to all vendors regardless of which service area(s) they are applying for. They assess core competencies such as compliance, cultural competence, responsiveness, and quality assurance.

• Service-Specific Questions: These are tailored to each service area (On-Site Interpretation, Over-the-Phone Interpretation, ASL Interpretation, Document Translation). Contractors must respond only to the questions that correspond to the service area(s) they are applying for.

Service-specific questions will be clearly marked in the vendor submissions to guide

Contractors in completing the appropriate sections.

Each proposal must clearly indicate which service area(s) the Contractor is applying for and include complete responses to both the general and applicable service-specific questions. Incomplete submissions may be disqualified from consideration.

https://procurement.opengov.com/signup

6.3. Objectives

The County of Sacramento is committed to ensuring equitable access to public services for all residents, regardless of language, hearing ability, or communication barriers. Through this RFP, the County seeks to achieve the following objectives:

• Enhance Language Accessibility Provide timely and accurate interpretation and translation services across County departments to support residents who are Limited English Proficient

(LEP).

• Ensure ADA Compliance and Inclusive Communication Expand access to services for individuals with disabilities by incorporating American Sign Language (ASL) interpretation and other ADA-compliant communication supports, such as captioning, tactile interpretation, and alternative document formats.

• Promote Cultural Competence and Sensitivity Engage vendors who provide cultural adaptation by demonstrating an understanding of cultural nuances and delivering services with professionalism, empathy, and respect for diverse communities.

• Support Operational Efficiency Establish a reliable, scalable, and responsive vendor network capable of meeting the County’s evolving language service needs, including urgent and scheduled requests for in-person, telephonic, and document-based services.

• Maintain Quality and Confidentiality Ensure all services meet high standards for linguistic accuracy and localization, confidentiality, and ethical conduct, especially in sensitive or legally significant contexts.

• Foster Community Trust and Engagement Strengthen public confidence in County services by removing communication barriers and enabling meaningful participation in civic, health, legal, and social programs.

6.4. General Requirements for All Services

All vendors under this RFP must adhere to the following overarching requirements to ensure quality, compliance, and accessibility across all County departments:

Compliance and Confidentiality:

• HIPAA Compliance: All personnel must be trained in and adhere to HIPAA regulations when handling protected health information.

• ADA Compliance: Services must meet the standards of the Americans with Disabilities Act

(ADA), including Title II requirements for public entities.

• Title VI of the Civil Rights Act: Ensure meaningful access to services for individuals with Limited

English Proficiency (LEP).

• Contractor shall maintain strict confidentiality and implement robust data protection protocols across all service modalities.

Personnel Qualifications:

All interpreters, translators, and communication specialists must:

• Be professionally certified or credentialed in their respective fields

• Demonstrate fluency in both English and the target language

• Have experience in public sector, legal, medical, or social service contexts

• Participate in ongoing cultural competency and ethics training

Background Check:

All personnel providing interpretation and translation services must undergo and pass criminal background checks when required by the Requesting Department. This may include fingerprinting and screening through the appropriate Department of Justice (DOJ) system. The Contractor shall bear all costs associated with these checks.

• Correctional Health Facility:All interpreters assigned to provide services under this contract must successfully pass a U.S. Department of Justice (DOJ) background check prior to entering any correctional health facility. Clearance must be obtained and verified by the appropriate agency before the interpreter is permitted onsite. The awarded Contractor(s) is responsible for ensuring that all personnel meet this requirement and for submitting documentation of clearance upon request.Failure to comply with this requirement will result in denial of facility access.

Responsiveness and Availability:

• Ability to respond to urgent requests within 2 hours

• Availability for scheduled services during County business hours, with flexibility for evenings/weekends as needed

• 24/7 access for emergency interpretation services preferred

Service Delivery Standards:

• Ensure accuracy, neutrality, cultural sensitivity and cultural adaptation in all communications

• Provide services in multiple formats: in-person, telephonic, video remote, and digital document formats

• Maintain quality assurance processes including proofreading, peer review, and client feedback mechanisms

Technology and Accessibility:

• Use secure platforms for remote interpretation and document exchange

• Ensure compatibility with assistive technologies (e.g., screen readers, captioning software)

• Provide accessible formats such as Braille, large print, and audio upon request

• Use of AI-Enabled Tools: The County does not endorse or oppose the use of AI-enabled translation technologies in the provision of services under this RFP. Any AI-enabled tools must comply with HIPAA and other applicable health privacy laws and regulations. All interpretation and translation services must be performed using methods that ensure accuracy, privacy, confidentiality, and regulatory compliance. Contractors are expected to disclose any technology platforms or tools used in service delivery. The County reserves the right to review and approve such tools to ensure they align with the standards outlined in this solicitation and the County’s

AI policy.

Documentation and Reporting:

• Maintain records of services rendered, including language, modality, duration, and personnel involved

• Submit monthly usage reports and invoices in a standardized format

• Cooperate with County audits and performance evaluations

Provide detailed, customized reports within five business days of the request, or as mutually agreed upon. Reports should at a minimum include:

o Number of service requests o Languages provided o Hours of service (by language) o Total cost of services (by language)

Data Retention and Deletion Policies:

The Contractor shall establish and maintain data retention and deletion protocols that comply with the

Health Insurance Portability and Accountability Act (HIPAA). All protected health information (PHI) collected or accessed during the provision of interpretation and translation services must be securely stored and retained only for the duration required by applicable federal, state, and County regulations.

Upon expiration of the retention period or termination of the contract, the Contractor must ensure the secure disposal of PHI using methods that render the information unreadable, indecipherable, and otherwise inaccessible (e.g., shredding, degaussing, or certified digital deletion). The Contractor shall not retain, use, or disclose PHI beyond the scope of services outlined in this agreement and must provide documentation of deletion procedures upon request. All data handling practices must align with HIPAA

Privacy and Security Rules, including safeguards for confidentiality, integrity, and availability.

6.5. On-Site Interpretation Services

Service Locations:

Contractor shall provide real-time, face-to-face interpretation for County departments in settings such as:

• Private professional offices

• Healthcare and behavioral health facilities

• Correctional facilities (must pass DOJ background check in order to gain entry to facility)

• Community settings

• Applicant/client places of residence throughout the County

• Emergency response situations

• Locations outside Sacramento County, upon request by the County

Contractor is responsible for providing their own transportation to and from service delivery sites.

Description of Interpretation Services:

a. County health, behavioral health, and social services departments must ensure that individuals with Limited English Proficiency (LEP) have meaningful access to oral and written information regarding benefits, services, rights, and responsibilities. Language assistance must facilitate accurate, effective, and culturally appropriate communication between County representatives and LEP individuals.

b. Oral language assistance services shall be provided at no charge to LEP applicants/clients.

Definitions:

Interpretation: The conversion of an oral message from one language (source) into oral form in another language (target). Interpretation differs from translation in that it occurs in real-time, with emphasis on meaning rather than form, and minimal opportunity for reflection.

Cultural Interpreter: A cultural interpreter actively facilitates cross-cultural communication by helping providers understand the beliefs and practices of the client's culture and assisting clients in navigating the dominant culture.

Limited English Proficient (LEP): Individuals who do not speak English as their primary language and who have a limited ability to read, speak, write, or understand English.

Languages:

Contractor shall provide interpretation services in Sacramento County’s top spoken languages and scale to meet emerging needs. At a minimum, services must be available in:

Arabic, Armenian, Bosnian, Burmese, Cambodian (Khmer), Cantonese, Dari, Farsi, Fijian, French, Hindi, Hmong, Ilocano, Japanese, Korean, Krio (Creole), Laotian, Mandarin, Marshallese, Mien, Mongolian, Nepali, Pashto, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Spanish, Swahili, Tagalog, Thai, Ukrainian, Urdu, Vietnamese, Yue Chinese .

Contractor must maintain capacity to provide interpretation in emerging and rare languages as needed.

Services to be Provided:

a. Contractor shall provide interpretation services upon request by the County.

b. Interpreters must demonstrate fluency in both English and the target language, including the ability to understand and convey meaning accurately across dialects, cultural contexts, and nonverbal communication cues. Reading and writing proficiency may be required depending on the setting.

c. In medical settings, interpreters must:

o Be trained in healthcare interpretation o Demonstrate extensive knowledge of medical terminology o Accurately and completely render communication

d. In mental and behavioral health settings, interpreters must:

o Be trained in behavioral health interpretation o Demonstrate knowledge of relevant terminology o Accurately and completely render communication

e. Contractor shall provide services across all designated settings, including healthcare, behavioral health, correctional, social service, and residential environments.

f. Interpretation services must be available during normal business hours, evenings, weekends, and on short notice (less than 24 hours), as requested by County staff.

g. Contractor shall provide simultaneous interpretation for large group or community events when requested. Contractor must supply portable transmitters and listening devices to ensure accessibility for multiple attendees and multiple languages.

h. Contractor shall collaborate with County staff to resolve any complaints related to service delivery. A documented complaint resolution process must be maintained.

Service Delivery Requirements:

a. Contractor shall ensure professional and proficient service delivery through assessment, testing, and certification of staff. Interpreter qualifications must include:

o Adherence to the California Standards for Healthcare Interpreters which are available at:

https://www.chiaonline.org/CHIA-Standards o Compliance with professional conduct standards including confidentiality, impartiality, proficiency, and conflict of interest protocols https://www.chiaonline.org/CHIA-Standards o Ability to perform word-for-word, simultaneous, summary, consecutive, and cultural interpretation formats

b. Interpretation services must be culturally and linguistically appropriate. Contractor shall:

o Provide ongoing training and supervision o Conduct periodic evaluations with County staff as requested

c. Contractor staff must demonstrate:

o Confidentiality in accordance with federal, state, and County regulations o Technical proficiency and localization for accurate and complete interpretation o Cultural competence and awareness of how cultural differences affect communication o Ability to resolve ethical dilemmas professionally

d. Contractor shall provide a price schedule as follows:

o Response times for standard and urgent requests o Simultaneous interpretation o Equipment (if applicable)

e. Contractor staff are considered Business Associates under HIPAA (45 CFR 160.03) and must comply with all Business Associate provisions.

f. Contractor shall ensure interpreters are trained in data privacy and secure handling of sensitive information, in compliance with HIPAA and County confidentiality protocols.

h. Contractor shall follow County safety protocols when entering secure or residential environments.

6.6. Document Translation Services

Service Locations:

Translation services shall be performed at the Contractor’s facility or designated secure location equipped to handle sensitive County documents.

Description of Translation Services:

a. County health, behavioral health, and social services providers must ensure that individuals with Limited English Proficiency (LEP) can effectively access written information about available benefits, services, and their rights. Language assistance must result in accurate, culturally appropriate, and effective communication.

b. Translation services shall be provided at no charge to LEP applicants, clients, or members of the public.

Definitions:

Translation: The conversion of written content from one language (source) into written form in another language (target). Unlike interpretation, translation allows for editing, reference checks, and formatting, with emphasis on both meaning and form.

Forward and Back Translation: For sensitive materials—especially in mental health and social services—documents must be translated from the source language to the target language and then back-translated to verify accuracy. A layered review process must include at least two translators, with a third reviewer when necessary. Field testing must include a representative sample of LEP individuals across diverse age groups, literacy levels, and cultural backgrounds.

Feedback must be documented and incorporated into final versions.

Limited English Proficient (LEP): Individuals who do not speak English as their primary language and who have a limited ability to read, speak, write, or understand English.

Localized Translation, or Localization: Translation that goes beyond simple language translation in order to adapt the content for a specific local audience. This involves adjusting not only the language but also cultural references, idioms, imagery, or customs to ensure the content resonates with the local community.

Languages:

Contractor shall provide translation services in Sacramento County’s top spoken languages and scale to meet emerging needs. At a minimum, services must be available in:

Arabic, Armenian, Bosnian, Burmese, Cambodian (Khmer), Cantonese, Chinese traditional (written), Dari, Farsi, Fijian, French, Hindi, Hmong, Ilocano, Japanese, Korean, Krio (Creole), Laotian, Mandarin, Marshallese, Mien, Mongolian, Nepali, Pashto, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Spanish, Swahili, Tagalog, Thai, Ukrainian, Urdu, Vietnamese, Yue Chinese.

Contractor must maintain capacity to provide translation in emerging and rare languages as needed.

Services to be Provided:

a. Contractor shall provide translation services upon request by the County.

b. Translators must be fluent in English and the target language, with demonstrated understanding of local dialects, literacy levels, and cultural context.

c. Mental and behavioral health documents and client correspondence must:

o Be written at a 5th-grade reading level or lower o Be field-tested with Sacramento County consumers o Incorporate corrections based on field test feedback

d. Medical document translation must be performed by translators who:

o Are trained in healthcare translation o Have extensive knowledge of medical terminology o Can accurately and completely render meaning across languages

e. Behavioral health translation must be performed by translators who:

o Are trained in mental health translation protocols o Have deep familiarity with behavioral health terminology o Can ensure linguistic and cultural accuracy

f. Contractor shall provide translation services on short notice when required.

g. Contractor shall collaborate with County staff to resolve any complaints related to service delivery. A documented complaint resolution process must be maintained.

h. Contractor shall correct any translation errors at no cost to the County.

Service Delivery Requirements:

a. Contractor shall ensure professional and proficient service delivery through assessment, testing, and certification of translation staff.

b. For documents intended for the Department of Human Assistance, Contractor shall use

Extensible Markup Language (XML) Spy software to ensure compatibility with the California

Welfare Information Network (CalWIN).

c. Contractor shall ensure that all translated materials are culturally and linguistically appropriate by:

o Providing ongoing training and supervision to staff o Conducting periodic evaluations with County departments as requested o Field-testing documents with local LEP populations

d. Contractor staff must demonstrate the following professional standards:

o Maintain confidentiality in accordance with all applicable federal, state, and County regulations o Maintain impartiality and avoid conflicts of interest o Demonstrate technical proficiency and attention to detail o Exhibit cultural competence and understanding of the target audience

e. Contractor shall provide a price schedule that includes:

o Cost per word o Rates for expedited services o Expected turnaround times for standard and urgent requests

f. Contractor staff are considered Business Associates of the County under HIPAA (45 CFR 160.03) and must comply with all Business Associate provisions.

g. Contractor shall implement secure data handling, retention, and deletion protocols in compliance with HIPAA and County standards. Translated materials must be stored securely and deleted upon expiration of the retention period or contract termination. Documentation of deletion procedures must be available upon request.

6.7. American Sign Language (ASL) Interpretation Services

Service Locations:

ASL interpretation services shall be provided in-person or remotely (via video remote interpretation) at the following locations:

• County offices and facilities

• Healthcare and behavioral health settings

• Correctional institutions (must pass DOJ background check in order to gain entry to facility)

• Community events and outreach programs

• Applicant/client places of residence

• Emergency response sites

• Locations outside Sacramento County, upon request by the County

Contractor is responsible for providing their own transportation to and from service delivery sites when in-person services are required.

Description of ASL Services:

a. County departments must ensure that individuals who are Deaf, Hard of Hearing, or DeafBlind have meaningful access to County services, benefits, and communications. ASL interpretation must facilitate accurate, respectful, and effective communication between County staff and the individual.

b. ASL services shall be provided at no charge to eligible clients, applicants, or members of the public.

Definitions:

American Sign Language (ASL): A complete, natural language used by the Deaf community in the

United States, with its own grammar and syntax distinct from English.

Video Remote Interpretation (VRI): The delivery of ASL interpretation via secure video conferencing platforms, allowing real-time communication between parties in separate locations.

Tactile Interpretation: A form of interpretation used by individuals who are DeafBlind, involving touch-based communication methods.

Limited English Proficient (LEP): Individuals who do not speak English as their primary language and who have a limited ability to read, speak, write, or understand English.

Languages and Modalities:

Contractor shall provide ASL interpretation and related services including:

• Standard ASL interpretation

• Tactile interpretation for DeafBlind individuals

• Certified Deaf Interpreter

• Real-time captioning (CART)

• VRI services using secure, HIPAA-compliant platforms

Certification:

Interpreters must hold current certification from recognized bodies such as the Registry of Interpreters for the Deaf (RID), the National Association of the Deaf (NAD), or equivalent state-level credentialing agencies. Certification must be at Level III or higher, where applicable. All interpreters must adhere to the NAD-RID Code of Professional Conduct, including strict confidentiality standards.

Services to Be Provided:

a. Contractor shall provide ASL interpretation services upon request by the County.

b. Interpreters must be fluent in ASL and English, with the ability to interpret accurately and sensitively in a variety of settings.

c. ASL interpreters in healthcare settings must:

o Be trained in medical interpretation o Understand medical terminology o Adhere to HIPAA and patient confidentiality standards

d. ASL interpreters in behavioral health settings must:

o Be trained in mental health interpretation protocols o Understand behavioral health terminology o Demonstrate sensitivity to trauma-informed care principles

e. Contractor shall provide interpreters for public meetings, community forums, and large events.

When simultaneous interpretation is required, Contractor shall supply appropriate equipment

(e.g., transmitters, receivers, visual aids).

f. Contractor shall provide services during regular business hours, evenings, weekends, and on short notice (less than 24 hours), as needed.

g. Contractor shall collaborate with County staff to resolve any complaints related to service delivery and maintain a documented complaint resolution process.

h. Contractor shall correct any service-related errors at no cost to the County.

Service Delivery Requirements:

a. Contractor shall ensure professional and proficient service delivery through assessment, testing, and certification of ASL interpreters.

b. Contractor shall ensure interpreters adhere to the RID Code of Professional Conduct, including standards for confidentiality, impartiality, and professional behavior.

c. Contractor shall ensure services are culturally and linguistically appropriate by:

o Providing ongoing training and supervision o Conducting periodic evaluations with County staff as requested o Ensuring interpreters are familiar with Deaf culture and community norms

d. Contractor staff must demonstrate:

o Technical proficiency in ASL and VRI platforms o Cultural competence and sensitivity o Ability to resolve ethical dilemmas professionally o Compliance with all applicable federal, state, and County regulations

e. Contractor shall provide a price schedule that includes:

o Rates for in-person and remote ASL services o Equipment costs o Response times for standard and urgent requests

f. Contractor staff are considered Business Associates under HIPAA and must comply with all

Business Associate provisions.

g. All VRI services must be conducted via secure, encrypted platforms that comply with HIPAA

Privacy and Security Rules. Contractors must ensure interpreters are trained in secure platform use and data protection protocols.

6.8. Over-The-Phone Interpretation (OPI) Services

Services Locations:

OPI services shall be available to County departments and programs at the following locations:

• County offices and facilities

• Healthcare and behavioral health settings

• Correctional institutions (must pass DOJ background check)

• Community outreach and field operations

• Applicant/client places of residence

• Emergency response sites

• Locations outside Sacramento County, upon request by the County

Contractor shall ensure that OPI services are accessible 24/7, including evenings, weekends, and holidays.

Description of Services:

a. County departments must ensure that individuals with limited English proficiency (LEP) have meaningful access to County services, benefits, and communications. OPI services must facilitate accurate, respectful, and effective communication between County staff and LEP individuals.

b. OPI services shall be provided at no charge to eligible clients, applicants, or members of the public.

Definitions:

Over-the-Phone Interpretation (OPI): Real-time language interpretation conducted via telephone between a County representative and an LEP individual, facilitated by a qualified interpreter.

Limited English Proficient (LEP): Individuals who do not speak English as their primary language and who have a limited ability to read, speak, write, or understand English.

Language and Modalities:

Contractor shall provide interpretation services in Sacramento County’s top spoken languages and scale to meet emerging needs. At a minimum, services must be available in:

Arabic, Armenian, Bosnian, Burmese, Cambodian (Khmer), Cantonese, Dari, Farsi, Fijian, French, Hindi, Hmong, Ilocano, Japanese, Korean, Krio (Creole), Laotian, Mandarin, Marshallese, Mien, Mongolian, Nepali, Pashto, Portuguese, Punjabi, Romanian, Russian, Samoan, Serbian, Spanish, Swahili, Tagalog, Thai, Ukrainian, Urdu, Vietnamese, Yue Chinese ,ASL (via relay or VRS when applicable).

Contractor must maintain capacity to provide interpretation in emerging and rare languages as needed.

Services to be Provided:

a. Contractor shall provide OPI services upon request by the County, with immediate connection to a qualified interpreter.

b. Interpreters must be fluent in English and the target language, with demonstrated ability to interpret accurately and sensitively in a variety of settings.

c. Interpreters must be trained in:

o Medical terminology and procedures o Behavioral health terminology and trauma-informed care o Legal and correctional terminology o Confidentiality and HIPAA compliance

d. Contractor shall ensure interpreters are available for both scheduled and on-demand calls.

e. Contractor shall provide a secure, toll-free access number and/or online portal for County staff to initiate OPI sessions.

f. Contractor shall provide services during regular business hours and on short notice (less than 24 hours), as needed.

g. Contractor shall collaborate with County staff to resolve any complaints related to service delivery and maintain a documented complaint resolution process.

h. Contractor shall correct any service-related errors at no cost to the County.

Service Delivery Requirements:

a. Contractor shall ensure professional and proficient service delivery through assessment, testing, and certification of interpreters.

b. Adherence to the California Standards for Healthcare Interpreters which are available at:

https://www.chiaonline.org/CHIA-Standards

c. Contractor shall ensure services are culturally and linguistically appropriate by:

o Providing ongoing training and supervision o Conducting periodic evaluations with County staff o Ensuring interpreters are familiar with cultural norms and sensitivities

d. Contractor staff must demonstrate:

o Technical proficiency in telephonic interpretation systems o Cultural competence and sensitivity o Ability to resolve ethical dilemmas professionally o Compliance with all applicable federal, state, and County regulations https://www.chiaonline.org/CHIA-Standards

e. Contractor shall provide a price schedule that includes:

o Per-minute rates for OPI services o Response times for standard and urgent requests

f. Contractor staff are considered Business Associates under HIPAA and must comply with all

Business Associate provisions.

g. All telephonic interpretation systems must be secure, encrypted, and compliant with HIPAA

Privacy and Security Rules. Contractors must ensure interpreters are trained in secure call handling and data protection protocols.

6.9. Additional Services as Requested

The County of Sacramento may, at its discretion, request supplemental language access and communication services beyond the core scope outlined in this RFP. These services are intended to support evolving community needs, emergency response efforts, and specialized programmatic initiatives.

Additional Services:

Contractor may be asked to provide one or more of the following but not limited to:

• Real-Time Captioning (CART Services) Live transcription of spoken content for public meetings, webinars, or events to support individuals who are Deaf or hard of hearing.

• Tactile Interpretation Interpretation services for individuals who are DeafBlind, using touch-based communication methods.

• Alternative Format Document Production Conversion of County materials into Braille, large print, audio recordings, or accessible digital formats.

• Multilingual Voiceover and Subtitling Localization of video and audio content for outreach campaigns, training materials, or public service announcements.

Service Delivery Expectations:

• Contractor shall respond to requests for additional services with flexibility and professionalism.

• All services must meet the same standards for confidentiality, accuracy, and cultural competence as core services.

• Contractor shall provide cost estimates, staffing plans, and timelines for delivery upon request.

• Any additional services rendered shall be documented and invoiced in accordance with County requirements.

6.10. Performance Concerns, Corrections, and Resolutions- All Services

The County of Sacramento is committed to maintaining high standards of service delivery and expects all contracted vendors to perform in accordance with the terms outlined in this RFP and subsequent agreement. In the event that performance issues arise, the County will follow a structured process to identify, address, and resolve concerns in a timely and constructive manner.

Identification of Performance Concerns:

Performance concerns may include, but are not limited to:

• Failure to meet agreed-upon timelines or deliverables

• Inaccurate or incomplete service provision

• Breach of confidentiality or non-compliance with County policies

• Unprofessional conduct or lack of cultural competence

• Inadequate responsiveness to County communications or requests

Corrective Action Process:

Upon identification of a performance issue, the County will initiate the following steps:

A. Notification: The Contractor will receive written notice detailing the specific concern(s), including relevant documentation and expectations for correction.

B. Response Period: The Contractor shall respond within five (5) business days with a proposed corrective action plan, including timelines and responsible personnel.

C. Implementation and Monitoring: The County will monitor the implementation of the corrective action plan and may request progress updates or documentation as needed.

D. Follow-Up Review: A formal review will be conducted within thirty (30) days of corrective action implementation to assess effectiveness and determine if further action is required.

Remediation Opportunity:

Prior to initiating formal escalation, the County may offer the Contractor an opportunity to participate in a remediation meeting. This meeting is intended to collaboratively address unresolved concerns, clarify expectations, and identify any support or adjustments needed to improve service delivery. The goal is to promote transparency, mutual accountability, and a constructive path forward.

Resolution and Escalation:

• If the issue is resolved satisfactorily, the County will document the resolution and continue regular oversight.

• If concerns persist or corrective actions are not implemented effectively, the County reserves the right to:

o Issue a formal warning (and/or notice to cure) o Withhold payment for affected services o Terminate the contract in accordance with termination provisions outlined in the executed agreement

• All corrective actions, communications, and resolutions shall be documented and retained as part of the Contractor’s performance record. These records may be reviewed during audits or contract renewal evaluations.

Collaborative Improvement:

The County values open communication and encourages Contractors to proactively report challenges and seek guidance. Mutual accountability and transparency are essential to maintaining a productive partnership and ensuring equitable service to the community.

6.11. Invoicing Requirements- All Services

The selected Contractor(s) shall submit detailed invoices on a monthly basis, unless otherwise agreed upon. All invoices must include the following information to ensure timely review and payment:

Required Invoice Details

• Contractor name, address, and contact information

• Invoice number and date

• Contract number or contract shipping order (CSO aka PO) reference

• Requesting department contact name and email

• Dates and times of service provided

• Type of service (e.g., document translation, on-site interpretation, over the phone interpretation, American Sign Language interpretation)

• Language(s) involved

• Location of service (if applicable)

• Duration of service (in hours or minutes)

• Rate applied (per word, per hour, per document, etc.)

• Total amount due

Submission and Payment Terms

• Invoices must be submitted electronically to the designated County department contact.

• The County aims to process payment within 30 days of receiving a complete and accurate invoice. However, actual processing times may vary depending on internal workflows and volume.

• The County reserves the right to request supporting documentation (e.g., service logs, work samples, confirmation of delivery) prior to payment.

• Invoices submitted with missing or incorrect information may be returned for revision, which may delay payment.

Additional Notes

• The County does not pay for services rendered outside the scope of the contract or without prior authorization.

• Cancellations, no-shows, or late arrivals must be documented and billed in accordance with the agreed-upon cancellation policy.

6.12. Pricing Terms- All Services

All pricing shall remain firm for the initial two (2) years of the contract. Any request for pricing adjustments must be submitted in writing no later than thirty (30) days prior to the contract renewal date. Approved adjustments will be based on the Consumer Price Index (CPI) and shall not exceed a maximum increase of four percent (4%) annually.

Travel within Sacramento County shall be considered standard and inclusive of the hourly interpretation rate. No separate travel charges shall apply for assignments conducted within county boundaries.