Interpretation and Translation Review Evaluation Form_01.10.22.docx

COMMONWEALTH OF MASSACHUSETTS

DEPARTMENT OF CHILDREN AND FAMILIES (DCF)

PRF75 Foreign Language Interpretation and Translation Services Interpretation and Translation

RFQ Review Evaluation Rating/Summary Form

Bidder:

Reviewers:

Date:

Recommended for Telephonic Interpretation Services: ☐Yes ☐No

TELEPHONIC INTERPRETATION SERVICES

Telephonic Interpretation Services Response Sheet

Maximum points 120 (each question worth 20 points)

1. Discuss how your agency hires and trains staff, including:

a. The process by which interpreters are selected for hire

b. The amount of experience interpreters are required to have before working for the bidder

c. What and how much initial and ongoing training and professional development is provided to interpreters and/or translators

d. Whether interpreters and/or translators are certified or licensed and, if so, by which organizations.

e. How bidder ensures interpreters have advanced level of interpreting proficiency and are subject-matter experts.

2. Discuss how your agency prepares interpreters to handle the following situations:

a. Working in emotionally charged situations with individuals who may have a mental illness or cognitive impairment

b. Maintaining confidentiality and handling sensitive information appropriately

c. Maintaining impartiality

d. Understanding child welfare and legal terminology required to accurately interpret

3. Explain what quality assurances measures are utilized by your agency to ensure your interpreters are appropriately performing their duties. Please specifically address:

a. How you verify access is truly available 24 hours a day, 7 days a week within the required timeframes

b. How you verify your list of languages available for interpretation is accurate at all times

c. How you verify that all interpreters are utilizing appropriate technological to support all telephonic/video remote interpretation calls without disruption in service.

d. How you verify interpreters are communicating information accurately in both English and the language being interpreted

4. Describe your agency’s protocols for communicating policies and procedures to your pool of interpreters.

5. Explain the process by which DCF can provide feedback regarding services received, and how this information is used.

6. Describe process to be used to set up DCF Area Office or units to access this service. If relevant, describe recording processes and how DCF may opt-out of such recording.

COMMENTS:

Telephonic Interpretation Services Attachments

1. Submit a list of available languages and rates (must be in US dollars), including proposed rates and maximum rate allowable under the statewide contract.

2. Instruction Sheet and Materials to facilitate DCF Access to Service

Acceptable ☐Yes ☐No ☐N/A

Recommended for Oral Face to Face Interpretation Services: ☐Yes ☐No

ORAL FACE TO FACE INTERPRETATION SERVICES

Non Acceptable

Interpretation Services

Oral face to face interpretation (in-person)

1. Discuss how your agency hires and trains staff, including:

a. The process by which interpreters are selected for hire

b. The amount of experience interpreters are required to have before working for the bidder

c. What and how much initial and ongoing training and professional development is provided to interpreters and/or translators

d. Whether interpreters and/or translators are certified or licensed and, if so, by which organizations.

e. How bidder ensures interpreters have advanced level of interpreting proficiency and are subject-matter experts.

2. Discuss how your agency prepares interpreters to handle the following situations:

a. Working in emotionally charged situations with individuals who may have a mental illness or cognitive impairment

b. Maintaining confidentiality and handling sensitive information appropriately

c. Maintaining impartiality

d. Understanding child welfare and legal terminology required to accurately interpret

3. Explain what quality assurances measures are utilized by your agency to ensure your interpreters are appropriately performing their duties. Please specifically address:

a. How you verify access is truly available 24 hours a day, 7 days a week within the required timeframes

b. How you verify your list of languages available for interpretation is accurate at all times

c. How you verify that all interpreters are utilizing appropriate technological to support all telephonic/video remote interpretation calls without disruption in service.

d. How you verify interpreters are communicating information accurately in both English and the language being interpreted

4. Describe your agency’s protocols for communicating policies and procedures to your pool of interpreters.

5. Explain the process by which DCF can provide feedback regarding services received, and how this information is used.

6. Describe process to be used to set up DCF Area Office or units to access this service. If relevant, describe recording processes and how DCF may opt-out of such recording.

Acceptable

Oral Face to Face Interpretation Services Attachments

1. Submit a list of available languages and rates (must be in US dollars), including proposed rates and maximum rate allowable under the statewide contract.

2. Hours of availability and Emergency Response Timeframes

3. Instruction Sheet and Materials to facilitate DCF Access to Service

Acceptable

Recommended for Video Remote Interpretation Services: ☐Yes ☐No

VIDEO REMOTE INTERPRETATION (VRI) INTERPRETATION SERVICES

Non Acceptable

Video Remote Interpretation (VRI) Response Sheet

1. Discuss how your agency hires and trains staff, including:

a. The process by which interpreters are selected for hire

b. The amount of experience interpreters are required to have before working for the bidder

c. What and how much initial and ongoing training and professional development is provided to interpreters and/or translators

d. Whether interpreters and/or translators are certified or licensed and, if so, by which organizations.

e. How bidder ensures interpreters have advanced level of interpreting proficiency and are subject-matter experts.

2. Discuss how your agency prepares interpreters to handle the following situations:

a. Working in emotionally charged situations with individuals who may have a mental illness or cognitive impairment

b. Maintaining confidentiality and handling sensitive information appropriately

c. Maintaining impartiality

d. Understanding child welfare and legal terminology required to accurately interpret

3. Explain what quality assurances measures are utilized by your agency to ensure your interpreters are appropriately performing their duties. Please specifically address:

a. How you verify access is truly available 24 hours a day, 7 days a week within the required timeframes

b. How you verify your list of languages available for interpretation is accurate at all times

c. How you verify that all interpreters are utilizing appropriate technological to support all telephonic/video remote interpretation calls without disruption in service.

d. How you verify interpreters are communicating information accurately in both English and the language being interpreted

4. Describe your agency’s protocols for communicating policies and procedures to your pool of interpreters.

5. Explain the process by which DCF can provide feedback regarding services received, and how this information is used.

6. Describe process to be used to set up DCF Area Office or units to access this service. If relevant, describe recording processes and how DCF may opt-out of such recording.

Video Remote Interpretation Services Attachments

1. Submit a list of available languages and rates (must be in US dollars), including proposed rates and maximum rate allowable under the statewide contract.

2. Instruction Sheet and Materials to facilitate DCF Access to Service

Acceptable

Recommended for Translation Services: ☐Yes ☐No

TRANSLATION SERVICES

Non Acceptable

Translation Services

Translate written word

1. Discuss your agency’s familiarity translating documents including child welfare and legal terminology.

2. What quality assurance measures are utilized by your agency to ensure your translators are appropriately performing their duties?

3. Describe your turn around time for translating documents and how this varies based on:

a. length of document

b. complexity of document (and how this is ascertained)

c. language requested

Attachments

1. Submit a list of available languages and rates (must be in US dollars), including proposed rates and maximum rate allowable under the statewide contract.

2. Hours of availability

3. Instruction Sheet and Materials to facilitate DCF Access to Service

Submitted ☐Yes ☐No image1.png