Interpretation and Translation RFQ Response Sheet_01.10.22.docx

COMMONWEALTH OF MASSACHUSETTS

DEPARTMENT OF CHILDREN AND FAMILIES (DCF)

PRF63 Foreign Language Interpretation and Translation Services Interpretation and Translation RFQ Response Sheet

Bidder:

Date:

Bidders must use this form for their response. Enter answers below each specific question or sub-question.

Responses must be limited to 5 pages for each service the bidder is responding to, plus requested attachment(s). Reviewers will not read more than 5 pages of narrative per service, or review attachment(s) that were not requested.

A. Interpretation Services

PLEASE NOTE: Bidders must respond separately for each category of Interpretation Services for which you are responding: Telephonic, Oral Face to Face, or Video Remote. Some answers may duplicate, but some may differ. Please answer all questions separately for each category of service for which you are bidding under clearly marked headings corresponding to each category of service.

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 properly 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. Include an instruction sheet and materials that will be used to ensure easy access.

B. Translation Services

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 (how many business days) and how this varies based on:

a. length of document

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

c. language requested

Attachments:

The attachment(s) should each be submitted as a word document or excel sheet, clearly numbered or marked.

For Oral Face to Face Interpretation

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

2. Hours of availability and Emergency Response Timeframes

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

For Telephonic Interpretation

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

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

For Video Remote Interpretation

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

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

For Translation

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

2. Hours of availability

3. Instruction Sheet and Materials to facilitate DCF Access to Service image1.png