Statement_of_Work.pdf

SOW for Interpretive Services

Provide telephonic and on-site language and sign language services, as defined herein. Services are to be performed for Naval Hospital Camp Lejeune and surrounding clinics, as requested by Head, Patient Administration. The contractor is responsible for providing required services in accordance with the Statement of Work. If an interpreter does not show as committed, Naval

Hospital will not be charged for that assignment and a discount would be applied to the next assignment.

1. Services to be performed include effective communication with its customers, patients, and beneficiaries. The Naval Hospital will provide necessary accommodations where appropriate.

Individuals with disabilities will not be excluded, denied service, segregated or otherwise treated differently from other individuals due to ineffective communication.

2. Interpretive services will provide language interpretation and translation services to non-English speaking, deaf and hard of hearing customers, patients, and beneficiaries within the guidelines below:

a. Interpreters’ response times for Spanish and common Asian languages (Mandarin, Cantonese, Korean, Vietnamese, Arabic, Urdu, Hindu, and Japanese) shall be 1 day upon notification for services. American Sign Language (ASL) response time shall be 3 days upon notification for services.

b. Interpreters will facilitate communication between the provider and patient.

c. Interpretive services are available to assist both physically and via phone.

d. Interpretive services staff and Naval Hospital Camp Lejeune require the patient information to assist patients and staff in a timely and efficient manner.

3. Interpreters’ goal is to assist in the communication process for patients. Sign language interpreters must be certified, licensed, and qualified for the assistance. Interpreters must have a North Carolina interpreter license. Upon arrival, interpreters must meet with the POC and discuss any necessary logistics, including unique vocabulary and seating arrangements. Sign language interpreting is physically and cognitively demanding and the interpreter(s) may take breaks as needed. Two (2) sign language interpreters will be utilized for any assignments lasting at least one hour.