_Foreign_Language_Interpretation_and_Translation_Services__Attachment_12_Method_of_Approach.pdf

Request for Proposal Solicitation No. BPM005633

Foreign Language Interpretation and Translation Services

Arizona Department of Administration

State Procurement Office 100 N 15th Avenue Phoenix, AZ 85007

Attachment 12 Method of Approach

The offeror is cautioned that it is the offeror's sole responsibility to submit information related to the evaluation categories and that the State of Arizona is under no obligation to solicit such information if it is not included with the offeror's proposal.

Failure of the offeror to submit such information may cause an adverse impact on the evaluation of the Offeror's proposal.

It is strongly discouraged for you to copy the Scope of Work in lieu of providing unique responses below.

OFFER MAY BE DETERMINED AS NON-RESPONSIVE IF ALL QUESTIONS ARE NOT ANSWERED FULLY.

Question 1: Method of Approach

Provide a written narrative response that describes how you will provide the Specific Requirements as listed in the Scope of Work. The language of the narrative should be straightforward and limited to facts, solutions to problems, and plans of proposed action. The response shall at minimum describe and provide a response for each of the following bullet points listed below:

a. How do you plan to provide the service?

b. What are your processes for providing these services?

Offeror Response:

Thank you for including United Language Group (ULG) in your Request for Proposal. We are honored and appreciative for the opportunity to demonstrate our capabilities as a leading provider of Language Services.

ULG will provide quality interpretation services for programs within the State of Arizona. We will focus on the following main parameters:

• ULG’s Full Solution to successfully address the State of Arizona’s needs for Interpretation services that align with the objectives outlined in this RFP.

• ULG’s Expertise in the Field, utilizing the best in class and certified interpreters.

• ULG’s Certified Quality Management System ensures consistent, high-quality delivery and ULG’s approach to resource support and alignment of qualified interpreters, including an ongoing education and evaluation program specifically tailored to the State of Arizona’s needs.

• ULG’s Technical Approach and Methodology drives innovation, turn-around, cost benefits, quality standards, connectivity, and continuous growth and improvement.

• ULG’s Partnership Approach provides local-level responsiveness to the State of Arizona through ULG’s dedicated Account Team.

With more than 45 years of experience, ULG offers a complete portfolio of Translation and Interpretation Services. These solutions are led with emotional intelligence, responsiveness, and quality and are supported by project tracking and customizable real-time reporting.

Over-the-phone Interpreting (OPI)

• Qualified and specialized interpreters in over 200 languages

• Real-time and proactive Quality Assurance Monitoring

• 24/7/365 call center capabilities

• Cutting-edge telephony technologies

• Secure and reliable connections

• Standard and unique languages

• Dynamic real-time reporting

Video Remote Interpreting (VRI)

• 24/7 access and support

• HITRUST compliant solution to ensure confidentiality and regulatory requirements are met.

Foreign Language Interpretation and Translation Services

Arizona Department of Administration

State Procurement Office

• Minimal footprint and data bandwidth needed

• On-demand access to 50+ languages, including American Sign Language (ASL)

• Industry-leading devices for any application

Question 2:

Provision of Services: Provide a narrative description outlining the methods/techniques your organization uses in the provision of services applicable for various types of

Interpreting/translating settings. Address the following sections as applicable:

a. On-Site Interpretation: Provide a detailed outline (with timeframes) of the scheduling process for requested interpretation services.

b. Over-the-Phone Interpretation and Video Remote Interpreting: Provide a flowchart and timeline of the call process up to connection with an interpreter. Offeror shall include the average time for each stage.

c. Court/Legal On-Site Interpretation Services: Provide a detailed outline (with timeframes) of the scheduling process for requested interpretation services.

d. Document Translation: Explain the type of computer systems and software (if any) your firm uses in the language translation process, and why it is utilized. If your company does not utilize computer systems and/or software, explain why and the process that is currently in place.

Describe the editing, proof reading, and publishing process.

e. Voiceover Translation Services: Explain the type of computer systems and software (if any) your firm uses in the language translation process, and why it is utilized. If your company does not utilize computer systems and/or software, explain why and the process that is currently in place.

Describe the editing, proof reading, and publishing process.

Over-the-Phone Interpretation and Video Remote Interpreting:

Please see the attached Flowcharts: “FLOWCHART - IVR Data Collection Flow” and “FLOWCHART - ULG VRI Workflow”

Connection Time

Our average speed of answer is under 5 seconds, with standard SLAs for this deliverable, usually under 30 seconds for Spanish and under 60 seconds for all other languages. Currently, we are delivering an average interpreter connection time of 18 seconds for Spanish and 40 seconds for all other languages. The call flow and data collection affect average Interpreter connection time, but the above figures are an average across all clients and the 4.5 million minutes we deliver month in and month out.

Question 3:

Personnel:

a. Explain the methodology used to test and hire Qualified (Non-Certified) and Certified interpreters/translators. Describe any skill assessment your firm performs. Describe how your firm determines proficiency at the time of hiring or subcontracting. Also describe the education and experience requirements for Qualified (Non-Certified) interpreters/translators.

b. Describe your firm’s process for determining appropriate personnel for specific assignments. Explain how you ensure cultural sensitivity when making assignments.

Foreign Language Interpretation and Translation Services

Arizona Department of Administration

State Procurement Office

Interpreter Qualifications For interpreting, ULG employs leading technologies and the best linguists in the industry. Our interpreters can support the State of Arizona in more than 200 languages and are available around the clock. All ULG interpreters have been vetted through vigorous processes and complete the following:

• Detailed background checks

• Third-party language and interpreting assessments

• Code of Conduct and Ethics training

All Interpreters must:

• Be tested, qualified, and/or certified by an independent professional organization or association recognized as qualified by the industry in English and the target language.

• Have documented proof of two-plus years of experience working as an interpreter.

• Demonstrate a wide range of skills that include vocabulary and pronunciation, protocol, code of ethics, cultural awareness, professionalism, impartiality, empathy (emotional intelligence), and confidentiality.

• Meet language proficiency requirements in English and the target language.

• Pass an encounter management assessment in a realistic roleplay scenario.

All Interpreters utilized to perform medical interpretation services must meet the following minimum qualifications:

• Minimum of two years of professional experience in medical interpretation.

• Pass an exam that measures proficiency in medical terminology.

• Pass an exam that assesses interpreter protocol and general vocabulary.

• Completion of HIPAA training.

• Pass assessments of live call performance monitoring performed by ULG’s Quality Assurance team.

During the testing and vetting stage, interpreters are screened, evaluated, and tested following ULG’s documented quality and language proficiency policy.

Interpreters are required to demonstrate full proficiency in:

• Accuracy

• Advocacy

• Protocol

• Ethics & Respect

• Competency

• Cultural Awareness

• Professionalism & Role Boundaries

• Impartiality

• Confidentiality

• Explanation that can be understood by all.

Continuing Education Program:

ULG’s Continuing Education Program is offered to our interpreters with monthly modules released, which includes 24 hours of specialized training a year.

Subject matter covered:

Foreign Language Interpretation and Translation Services

Arizona Department of Administration

State Procurement Office

• Medical terminology

• Technology/technical advancements terminology

• Procedural changes/modifications

• Specialized scenario training

• HIPAA retraining, per compliance

• Ongoing professional, protocol and ethics training

In addition, specific disclosure training is required at the time of on-boarding, delivered on an annual basis and guidelines are posted in our Interpreter Resource Center as a reminder to all interpreters.

This training includes proper disposal of notes and call materials, updates on privacy policies (both ULG and client specific), general confidentiality guidelines, reminders of non-disclosure agreements and the interpreter code of conduct and ethics.

ULG is also able to prepare specific training and usage materials to support the State of Arizona requirements. Should these be required, linguistic resources will be provided with customized training on State of Arizona Code of Conduct, Terminology and unique scenarios.

We will also develop training and materials to support the State of Arizona specific call handling, customer service, reporting and KPI management requirements.

All training and usage materials are supported and stored in our training and compliance management tool (UKG), where we can track completion of these units and results. ULG will continue to collaborate with the State of Arizona to customize and develop additional training material to enhance the quality of our service and enhance the member experience.

Interpretation Quality Management ULG’s Over-the-Phone Interpreting solution is founded on quality and consistency. ULG developed a network of highly trained interpreters who undergo ongoing screening to ensure the accuracy and effectiveness of each call, with support from industry-leading technology.

Technology – ULG enforces strict change management control processes to support software or infrastructure updates. ULG utilizes the latest resources to ensure rapid connections and secure communication. The technology we invest in eliminates the possibility of failed communication, and our networks contain built-in safeguards against dropped calls or connectivity issues.

Security – Our language solution meets the needs of regulated markets. It was specifically developed to align with the risk management and quality assurance protocols of our clients in the regulated manufacturing industry with compliance with state and federal requirements.

Interpreters – All interpreters undergo specialized training that ensures industry-leading interpretation quality, confidentiality, and professionalism. ULG’s interpreters receive language and subject competency testing and must pass the Code of Conduct & Ethics training. Additionally, all phone interpreters are trained for the unique conversational challenges of telephonic communication.

Ongoing Monitoring – ULG performs ongoing monitoring and training of our interpreters. This includes silent listening, client feedback upon call completion, and offering continued education.

ULG’s interpreters comply with federal, state, and local laws and regulations, and demonstrate professionalism and cultural sensitivity, maintain impartiality and show respect to the individuals they serve, and disclose any real or perceived conflict of interest that would affect objectivity in the delivery of services. ULG has a very strict Interpreter selection and testing process, followed by in-depth training and evaluation and continuous improvement.

Foreign Language Interpretation and Translation Services

Arizona Department of Administration

State Procurement Office

All ULG interpreters who are on-boarded are required to pass a language assessment in their target languages as part of our process. This evaluation is completed by a third party to ensure language proficiency for our interpreters.

Question 4:

Problem Resolution: Describe the methodology used for problem resolution. Illustrate how your organization tracks responsiveness and end-user satisfaction in a quantifiable manner to ensure quality customer service.

Offeror Response:

ULG continuously logs and monitors customer feedback as part of our overall commitment to supporting customers and measuring their satisfaction. All employees undergo training and bear responsibility with regards to the escalation of issues. Complaints are escalated to the quality team as per ULG Customer Complaints procedure. The quality team records all complaints in the ULG complaint log for follow-up as per the ULG Corrective Actions and Corrective Actions SOP.

Client complaints follow a six-step problem solving corrective and preventative action (CAPA) process recorded within the quality management system. All errors are fixed immediately and given high priority to ensure issues are addressed promptly. We then conduct a formal root cause analysis, determine any corrective actions needed and monitor the effectiveness of these corrective actions. Formal communication is maintained with the client during our investigation process, and we seek the client's acceptance of our corrective action plan to close out the process.

ULG procedure for Customer Communication, Feedback and Complaints align to meet the specified reporting criteria of adverse events or possible advisory notice situations. QSOP0014 Advisory Notices provides a system and instructions for the reporting of possible advisory notice situations and for the response to client initiated advisory notices.

Timeline to perform corrections and return corrected documents depends on the severity of the errors and the scope of the document. Our standard commitment is to provide confirmation within 24 hours, or within 4 hours of the time zone. Within the response we will provide a timeline for corrective action. Standard corrective actions take less than 48 hours.

Complaint Resolution Process

The Customer Success Team classifies incoming service alerts:

• Call center service

• Interpreter quality

• Telecom issues

• Network issues

All reported service alerts will go through a rigorous process to identify root cause and take corrective or preventative actions. All results are reported back to designated stakeholders.

ULG provides a tiered escalation process to formalize complaints received from the State of Arizona. The below process defines the escalation points of contact:

• The Account Manager and Customer Success Team have responsibility for logging all complaints in the ULG complaint log for thorough investigation as per the ULG Corrective Actions and Corrective Actions SOP.

• Complaints are escalated through to the relevant department dependent on the escalation that has been received and investigated with the internal workgroups.

Foreign Language Interpretation and Translation Services

Arizona Department of Administration

State Procurement Office

• Full investigations are then reported with corrective action and preventative action provided including timelines for resolution.

ULG’s standard commitment is to provide a confirmation of complaint within 1 hour of receipt. In response to the complaint, we will provide a timeline for corrective action. Standard service alerts are resolved within 48 hours.

In the unlikely event that a critical issue arises, ULG provides clients 24/7/365 support through a designated operational and technical resource.

Interpretation Quality Management